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timk20003630
timk20003630
Participant
June 18, 2018
Question

Acrobat 2017 crashes immediately after opening

  • June 18, 2018
  • 1 reply
  • 2698 views

Hi,

I've installed Acrobat and it closes immediately after opening. I've completely uninstalled the program , ran the acrobat cleanup wizard, downloaded from the website and re-installed with the same issue. I've also tried to reset the preferences but the folders did not exist to rename. Please advise.

Thank you.

This topic has been closed for replies.

1 reply

Adorobat
Adorobat
Participating Frequently
June 19, 2018

Hi Timk,

As per the issue description mentioned above, Acrobat is crashing when trying to launch, is that correct?

Try the troubleshooting steps given in the following help document:

Acrobat or Reader fresh installation crashes on first launch

If issue still persists, try the steps given in the following help documents:

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

Troubleshoot Windows system errors, freezes | Adobe software

Also, let us know dot version of Acrobat and the operating system installed on the machine? You may refer to the steps given in this link on how to check the version: Identify the product and its version for Acrobat and Reader DC

Let us know if you need any help.

Shivam

helmuth97779303
helmuth97779303
Participating Frequently
June 19, 2018

Same issue here, crash report attached.

Already tried every step on troubleshooting instructions, nothing works.

Date/Time:       2018-06-19 15:58:31 +0200

OS Version:      Mac OS X 10.13.4 (Build 17E199)

Architecture:    x86_64h

Report Version:  26

Data Source:     Stackshots

Command:         AdobeAcrobat

Path:            /Applications/Adobe Acrobat DC/Adobe Acrobat.app/Contents/MacOS/AdobeAcrobat

Identifier:      com.adobe.Acrobat.Pro

Version:         18.011.20040 (18.011.20040)

Parent:          launchd [1]

PID:             954

Event:           hang

Duration:        1.10s (process was unresponsive for 29 seconds before sampling)

Steps:           11 (100ms sampling interval)

Hardware model:  iMac18,3

Active cpus:     8

Time Awake Since Boot: 270s

Fan speed:       1201 rpm

--------------------------------------------------

Timeline format: stacks are sorted chronologically

Use -i and -heavy to re-report with count sorting

--------------------------------------------------

Adorobat
Adorobat
Participating Frequently
July 17, 2018

Hi Helmuth,

Sorry for the delay in response.

Could you try updating Acrobat to the latest patch using "Check for updates" option under "Help" menu, reboot the machine after installing update and try again. You may also download updates from here: Adobe software and product updates

Could you confirm if you have tried the troubleshooting steps given in the following link:

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

Also, let us know if Acrobat crashes when launching an application or when opening a pdf file?

Let us know if you need any help.

Shivam

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