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mrsteveholland
Participant
February 18, 2020
Answered

Adobe Acrobat Pro DC on Mac freezes not long after opening, regardless of the file and even without

  • February 18, 2020
  • 13 replies
  • 35216 views

As per title

 

Mac OS 10.15.3 (latest version)

Adobe Acrobat Pro DC 2020.006.20034 (latest version)

 

The software freezes a few seconds after it opens. It happens with any and all PDF files and even happens if I open the application without a file.

 

I have tried uninstalling and reinstalling the software via the Creative Cloud app and it has made no different. The problem still occurs.

 

Any ideas/suggestions?

    Correct answer AnandSri

    Hello @jos5E90!

     

    I hope you are doing well, and we apologise for the trouble you had with the app.

     

    Please ensure you have the latest version of Acrobat installed on the machine: 25.001.20458 Planned update, Apr 15, 2025. Check for any pending updates from the Menu > help > check for updates, install the updates, restart the app and the machine, and check. For more information, see this: https://adobe.ly/42n8HLl

     

    If the app still freezes with the latest build, please collect the logs from the affected machine and share them with us for further investigation.

     

    Thanks for your time and cooperation.

    Anand Sri.

    13 replies

    Show previous replies
    S
    Scott5EE1
    Participant
    February 12, 2021

    I too am having the same issue. Onto a brnat new MacBook Pro M1 chip machine and still haveing the same lock up as the old MacBook. Come on Adobe???? You seriously need to figurte this out!! I cant do my daily work. 

      P
      Adobe Employee
      Priyanja
      Adobe Employee
      February 13, 2021

      Hi Scott5EE1  

       

      We are extremly sorry that you are facing this issue. We are unable to reproduce the issue in-house.  Can you please share the spin dumps and sample process when the Acrobat/Reader goes in a non responding state so that we can investigate it further.

       

      Regards, 

      Priyanka Jain 

      M
      Meredith5EEC
      Participant
      March 4, 2021

      A similar issue is happening for me. Every time I try to save a document after editing it freezes and I have to kill the program and my document doesnt save. What can I do? 

        W
        wayned64447160
        Participant
        December 10, 2020

        Having the same issue. Acrobat DC totally unusable.  Hangs even opening a simple 1MB file.  Tested Preview and 'bang' opened in a second!  How do I fix it? Mac OS 10.15.7

          K
          kennethg82708317
          Participating Frequently
          December 31, 2020

          This issue has been ongoing and getting worse.  I have called Adobe for help, only to be told that the problem lies with the document and not the program.  However, I do not and have not experienced these problems with other pdf programs.  This problem has become so intolerable that I have resorted to using Google Chrome for opening up and reviewing pdf documents.  This is really pathetic and confirms that Adobe either (1) could care less about the quality of its program or (2) that the people responsible for maintaining and running Adobe are incompetent.  If anyone has any suggestions about better alternatives than using this problem, please post them.  

            A
            Adobe Employee
            Arpit Agarwal
            Adobe Employee
            February 18, 2020

            Hi mrsteveholland,

             

            Sorry for the inconvinience caused at your end. Can you please help me with the following details so that we can triage the issue better ;

             

            Once the Acrobat Hangs again I will be needing the Spindump and Smaple Process for that hang state. Pleae make sure to take dumps and sample process at the time when acrobat is in hanged state. You will be able to find both these in the activity monitor after clicking on the Acrobat process and then click on Settings icon on top bar in activity monitor. 

             

            Regards,

            -Arpit

            Wisq
            Wisq
            Participant
            February 24, 2020

            I had the same issue.  When I went into Activity Monitor, I noticed that the "Adobe Acrobat Synchronizer" process was also not responding.  I killed that process, and this issue went away.    (It immediately relaunched itself and appears to be functioning without any issues.)

             

            It seems like Acrobat makes some sort of (blocking) callout to the Synchronizer process, so if that process has frozen, Acrobat will freeze too.

             

            If it happens again, I'll try to get a process sample from it.  But I don't need or use the Synchronizer functionality, and killing it did indeed solve my immediate problem.

            Christine Holzmann
            Christine Holzmann
            Known Participant
            March 26, 2020

            Thanks so much Wisq... that helped me to get functional on my end again. I have been troubleshooting this issue (getting Acrobat to work) for the last couple of hours to no avail, and killing the "Adobat Acrobat Synchronizer" really helped.

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