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Question

Acrobat DC continually crashing

Forum|Forum|6 years ago
October 25, 2019
2 replies
3449 views

Over the last week I have experienced Acrobat DC continually crashing. It opens a document and then after a few seconds becomes unresponsive and I have to force quit. I've uninstalled and reinstalled and still the same problem. I am using Mojave 10.14.6 and keep CS updated. It's becoming unworkable now as I need to use it all the time. This has occurred with all kinds of PDF content even ones I've only just exported from InDesign moments before.

This topic has been closed for replies.

dmsduco

Inspiring

Me and my colleagues have the same problem for a couple of weeks now. Acrobat is 'not responding' all the time. Sometimes it's after a couple of seconds, sometimes it works fine for a couple of minutes untill the spinning wheel is there and we have to force quit the app.

I'm running Mojave 10.14.5 and the latest Acrobat (currently 2019.021.20049) via Creative Cloud.

Things I tried, without success:

Resetting preferences (multiple times)
Blocking online access for Acrobat
Opening files only from a local source (instead of our network share)
Uninstall Acrobat and reinstall (multiple times)
Disable anti-virus (Kaspersky Endpoint Security)

Our iMacs are quiet powerful so it doesn't seem like a hardware issue (my Late 2015 iMac with 4 GHz i7 and 32 GB RAM has the lowest specs of all).

The next step I can think of is to update to Catalina, but I prefer to wait a bit more to avoid compatibility problems that might occur with other software.

ls_rbls

Community Expert

You mentiones that you uninstalled and reinstalled multuple times.

Did you try to reinstall using the offline full installer ?

You can download from here:

https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

Once you uninstall completely your prior install run this standalone installer; no need to be connected to yhe Internet and there is no need to use the Creative Cloud desktop app nor the other online installtion methods.

dmsduco

Inspiring

I didn't use the standalone installer. But the issue seems to be SOLVED for me!

Acrobat seems to be crashing only when it's trying to connect to the internet. I know I mentioned I did block online access for Acrobat already, but it seems blocking Acrobat using mac FireWall wasn't enough. When completely disabling all network devices, Acrobat runs smoothly. I'm now testing using an alternative FireWall app (Radio Silence). For me, no internet connection is required to use Acrobat so it's a viable workarround to just block Acrobat internet connection using this app.

I'm not sure what exactly is trying to connect and why it causes a crash. I guess it has something to do with our company FireWall / webfilter.

ls_rbls

Community Expert

Hi

There is a total of three updates that were published this month since 14th of October.

Can you verify if these were applied after your reinstallation?

spyreAuthor

Known Participant

The software is showing up to date in my machine’s Creative Cloud, are there updates that I don't know about?

ls_rbls

Community Expert

Hi,

Check the flowing links:

https://helpx.adobe.com/acrobat/release-note/release-notes-acrobat-reader.html

https://helpx.adobe.com/security/products/acrobat.html#AcrobatDC

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