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Noel2709405627pv
Participant
April 21, 2025
Answered

Acrobat Pro crashes when opening files from cloud storage on Mac

  • April 21, 2025
  • 1 reply
  • 997 views

Acrobat Pro suddenly keeps crashing when opening files from cloud storage(OneDrive, Google Drive, etc.).

Cloud storage files opened before will not trigger crash.

macOS version 15.5 24F5053f

Diagnostic UUIDs are 731d7f1b-d548-4159-9c35-9512f4565fcc, 7419e362-06d9-45a7-b56c-7bc75ac29835, 1bbf30a4-ae3f-4ae9-8bff-aa9c64fb6d17.

731d7f1b-d548-4159-9c35-9512f4565fcc, 7419e362-06d9-45a7-b56c-7bc75ac29835 are crashing when opening files from cloud storage which I have never opened before the issue happens.

1bbf30a4-ae3f-4ae9-8bff-aa9c64fb6d17 is opening the file which have opened before the issue happens.

Also Acrobat is not requesting the permission to access cloud storage which a macOS app must do to access that.

Correct answer Noel2709405627pv

It is Apple's fault!

Works in macOS 15.5 24F74.

1 reply

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Noel2709405627pvAuthor
Participant
April 21, 2025

UPDATE: It seems not related to cloud storage but the absolute path of files, I tried renaming and moving these affected files and it does not crash again, within and without file provider dir. Also some of the files moved out from these dirs will not trigger crash but some will still triggers that. For files which working originally, renaming may also trigger crash.

Everything is not happening 100% so it becomes difficult to find out what is causing these issue. I have tried a lot of file names and folder names, but cannot find out any discipline or specific charactors causing this issue.

T
Community Manager
Tariq AhmadCommunity Manager
Community Manager
April 21, 2025

Hi @Noel2709405627pv, 

 

Sorry for the troubled experience, and thank you for reaching out and sharing your findings. 

 

Assuming you are using Windows OS, launch Acrobat > Edit > Preferences > Security(enhanced) > Disable Protected Mode. 
Restart the app and check if the issue appears. if this gets fixed, try adding the file path to the Privilege location at the same preference. Restart the app again test the behavior. 

 

For more information on troubleshooting Protected mode: https://adobe.ly/4jdMLbr, let us know how it works.  

 


~Tariq

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Noel2709405627pvAuthor
Participant
April 21, 2025

Unfortunately, I have seen this solution on this site but not working yet.

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