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Trina_Chambard
Trina_Chambard
Known Participant
October 9, 2017
Question

Acrobat Pro DC Crashing

  • October 9, 2017
  • 17 replies
  • 4701 views

Acrobat is constantly crashing on Mac OS Sierra. Originally it was when I tried to save something to Document Cloud, but now I can't even keep it open. I've been struggling with this for over a week. Deleted preferences, uninstalled/reinstalled, logged out/in. I can't seem to find a fix. Any help would be appreciated. Thanks

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    17 replies

    Adorobat
    Adorobat
    Participating Frequently
    November 13, 2017

    Hi Trina Chambard, JeanieSue

    Please contact our Support here: customer care​

    -Shivam

    Adorobat
    Adorobat
    Participating Frequently
    November 9, 2017

    Hi Trina Chambard,

    Could you check if the following items are present under Users/ [User]/ Library/ Preferences folder:

    (a) com.adobe.Acrobat.Pro.plist

    (b) com.adobe.distillerDC.plist

    (c) DC folder under Preferences > Adobe > Acrobat > DC

    (d) Acrobat WebCapture Prefs under DC folder

    @ Jeanie, Could you let us know the dot version of Acrobat you have on the machine?

    To check the version: Identify the product and its version for Acrobat and Reader DC

    JeanieSue
    JeanieSue
    Participant
    November 9, 2017

    I have Acrobat Pro DC. I can't get the app open to check the version according to the instructions, but here's the Info:

    Trina_Chambard
    Trina_ChambardAuthor
    Known Participant
    November 9, 2017

    No fix yet. Still struggling.

    Adorobat
    Adorobat
    Participating Frequently
    November 1, 2017

    Hi Trina Chambard,

    Could you please try disabling the extensions, relaunch Acrobat and see if the issue still persists?

    Please refer to the steps given in the following link on how to disable extensions on Mac: Install and manage Safari extensions on your Mac - Apple Support ​(follow the steps given under Turn off or uninstall extensions).

    Thanks,

    Shivam

    peters24041659
    Participant
    October 11, 2017

    I have both Acrobat DC and Pro XI crashing on me.

    Adorobat
    Adorobat
    Participating Frequently
    October 9, 2017

    Hi Trina Chambard,

    As per the issue-description mentioned above, Acrobat is constantly crashing on Mac OS Sierra, is that correct?

    Have you tried the troubleshooting steps given in the following link?

    Troubleshoot Mac OS 10.x system errors, freezes | Adobe software

    Could you please confirm the Mac OS version number you have on the machine?

    You may refer to this link on how to: Find the macOS version number on your Mac - Apple Support

    And, the dot version of Adobe Acrobat installed on the machine: Identify the product and its version for Acrobat and Reader DC

    Is there any error message you are getting when Acrobat crashes?

    Thanks,

    Shivam

    Trina_Chambard
    Trina_ChambardAuthor
    Known Participant
    October 10, 2017

    Good morning. Yes, I’ve been troubleshooting without success. I’m on macOS Sierra version 10.12.6. Adobe Acrobat PRO DC version 2017.012.20098. Any idea why it keeps crashing. It starting with saving to Documents on the The Cloud. But now, I can barely save a document on the server. Thanks for any help you can provide.

    trina chambard

    [unnecessary information removed by moderator]

    unrealsimon
    Known Participant
    October 17, 2017

    I'm having the same issue, macOS Sierra version 10.12.6. Adobe Acrobat PRO DC version 2017.012.20098. It stays up for a few minutes then hangs. I have uninstalled and deleted everything to do with Acrobat, then re-installed, still doing the the same thing.

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