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R
Roaming_Bob
Participant
March 15, 2019
Question

Acrobat Pro DC unresponsive at start, with spinning rainbow candy process indicator

  • March 15, 2019
  • 1 reply
  • 404 views

I have Acrobat Pro DC as part of a Creative Cloud subscription.  Running on MacBook Pro under OS X High Sierra 10.13.6. 

For several weeks I've had the issue that when starting the app, usually by opening a PDF, there is a interval of a minute or more when it is unresponsive.  The document is slow to appear.  The Mac process indicator appears (spinning rainbow disc).  The delay is quite aggravating.  It only happens on the first document opened in a session. 

If I quit the app and reopen it, the same thing occurs. 

This behavior started recently; and the app never had this stuck period during start-up. 

I won't speculate on mechanism.  Just wish it would get remedied. 

Acrobat Pro DC 2019.10.20098

Architecture: x86_64

Build: 19.10.20098.316574

AGM: 4.30.84

CoolType: 5.14.5

JP2K: 1.2.2.42832

This topic has been closed for replies.

1 reply

Meenakshi_Negi
Meenakshi_Negi
Legend
March 15, 2019

Hi Roaming_Bob,

Thank you for reporting the issue.

Please try the troubleshooting steps provided over here Troubleshoot Mac OS 10.x system errors, freezes | Adobe software

Also, try resetting the application preferences. Use the steps provided over here How to reset Acrobat Preference settings to default.

If the above steps do not help. would you please help collect the logs and share it with us?

Please take the help of the Creative Cloud log creator tool and refer to the steps provided here How to use the Creative Cloud Log Collector tool.

You may share the link for the log file with us. refer to the steps provided here How to share a file using Adobe Document Cloud

If the logs are already uploaded to Adobe, please share the ZXP file name with us over here.

Let us know if you need any help.

Regards,

Meenakshi

R
Roaming_BobAuthor
Participant
March 27, 2019

Thanks for your response.  Sorry not be able to reply sooner. 

I've taken all the actions you suggested, but none of them helped with the issue. 

Consequently, I ran the log collector tool, and generated a corresponding .zxp file. 

I then attempted to get it loaded to my document cloud, but the upload process fails, and I don't get any messages explaining why. 

- the upload process appears to start correctly, and the progress bar circles around for a while.  But then it concludes and the .zxp file is not present in the file collection. 

Please advise. 

- Bob

R
Roaming_BobAuthor
Participant
March 27, 2019

Should have added that the file is only 15 MB, so the issue with the document cloud could hardly be an issue due to file size. 

The length of the file name is quite long....

AdobeLogs_20190327_093246_D96E891A-FB07-4C91-8431-594627DC9856-mac.zxp

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