Mac - Editing PDFs on Server Causes Crashing

Question

Hello,

I have a user whom I have been troubleshooting an ongoing issue with. We host shared drives that users store files in and have no issues on Windows.

However, our only Mac user experiences crashes when saving PDFs inside one of the shared drives.

The process is:

User creates a new PDF or edits an existing PDF -> Clicks save -> Crashes both Acrobat and server/shared drive -> No edits to the PDF were saved

I have tried the following troubleshooting steps already:

1. Reinstalling Adobe Acrobat (both via Adobe Cloud app and directly from the website)
2. Resetting the "Preferences" in Adobe Acrobat
3. Deleted the "AccessabilityPlugin folder" which has been reported online to cause issues

S_S · Answer

Hi @1056612,

Hope you are doing well. Sorry for the trouble, and the delayed response.

From the description, it sounds like an issue with how the Mac handles the connection between the device and shared drive.

To test, would you mind asking the user to save a PDF to their local storage using Acrobat, and a PDF file to the shared drive using a web browser?

This exercise will help us understand if this is an issue with Acrobat or how the Shared Drive is set up.

Also, please ensure that the application is updated to the latest version (2024.005.20xxx) for the best experience.

-Souvik

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