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sonjas39093352
sonjas39093352
Participant
December 18, 2017
Answered

Acrobat crashing after 2 seconds since High Sierrea update....

  • December 18, 2017
  • 2 replies
  • 1161 views

Hello,

since updating to High Sierra on mac Acrobat is not working at all any more...it's crashing after a few seconds when I open it. Tried reinstalling and also using older versions..nothing: problem remains. I have read on the internet that a lot of people where experiencing troubles with Acrobat after the update...but that has been more than two months ago - no solution yet??

Really need Acrobat for work and I had hoped to go around troubles with waiting a bit before updating....

Also, since I have been deleting and reinstalling my Acrobat files a lot, now I can't update anymore via Creative Cloud, and get this error message:

Exit Code: 7

Please see specific errors below for troubleshooting. For example, ERROR: DW003, DW006 ...

-------------------------------------- Summary --------------------------------------

- 0 fatal error(s), 2 error(s)

----------- Payload: Adobe Acrobat DC 18.9.20044.0 Acrobat DC/Acrobat DC Installer.pkg_18.009.20044 -----------

ERROR: DW006: Apple Package failed to install successfully.

ERROR: DW003: Third party payload installer /tmp/E552CA80-5D51-49DB-94AF-CD234150FAFA/Acrobat_DC_Web_WWMUI/Acrobat DC/Acrobat DC Installer.pkg failed with exit code: 1

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

Any help would be highly appreciated!

Thank you...

This topic has been closed for replies.
Correct answer AnandSri

Hello Sonja,

We apologize for the inconvenience caused, please save and close all the Adobe apps, then sign out and quit the CC desktop app.

Restart the machine once, and then try to install the Acrobat through the link Download Pro or Standard versions of Acrobat DC, 2017, XI, or X and see if this resolves the issue.

If the issue persists, please enable the root account and try to install the Acrobat Pro in the  root account. How to enable the root user on your Mac or change your root password - Apple Support

If you still face issue in the root account, I will request you to contact the Adobe support team through Contact us | Adobe

I have also shared the direct contact number for Adobe support via private message, please check your email inbox.

Let us know how it goes.

Regards,

Anand Sri.

2 replies

AnandSri
Community Manager
AnandSriCommunity ManagerCorrect answer
Community Manager
December 19, 2017

Hello Sonja,

We apologize for the inconvenience caused, please save and close all the Adobe apps, then sign out and quit the CC desktop app.

Restart the machine once, and then try to install the Acrobat through the link Download Pro or Standard versions of Acrobat DC, 2017, XI, or X and see if this resolves the issue.

If the issue persists, please enable the root account and try to install the Acrobat Pro in the  root account. How to enable the root user on your Mac or change your root password - Apple Support

If you still face issue in the root account, I will request you to contact the Adobe support team through Contact us | Adobe

I have also shared the direct contact number for Adobe support via private message, please check your email inbox.

Let us know how it goes.

Regards,

Anand Sri.

AnandSri
Community Manager
AnandSriCommunity Manager
Community Manager
December 18, 2017

Hello Sonjas,

We apologize for the inconvenience caused. As per the description above, the Acrobat Pro DC is crashing in Mac OS High Sierra, Is that correct?

As you mentioned that you are not able to update/install the Acrobat Pro DC from Creative Cloud Desktop app and getting the error Code Exit: 7. Please try the following steps mentioned below:

You may also try to reset the preferences of Acrobat, to reset the preferences try the steps from the following KB doc How to reset Acrobat Preference settings to default.

Restart the machine and check with Acrobat. If the issue still persists, please use the Acrobat cleaner tool to remove the Acrobat completely, download the Cleaner tool from Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Restart the machine and install the Acrobat from Download Pro or Standard versions of Acrobat DC, 2017, XI, or X

Let us know how it goes.

Regards,

Anand Sri.

sonjas39093352
sonjas39093352Author
Participant
December 19, 2017

Thanks for the reply Anand!

The problem is I had Acorbat DC uninstalled for the second tome to try and fix it.

Now: If I click "update" in CC window the error above shows.

Even though it should be uninstalled all the files are still in the "Applications" folder.

If I open Acrobat DC App there, it crashes again straight away, before I can't go to any updates or do anything.

I tried to delete all Acrobat Files out of Applications and remove them from the library.

When log back into CC then and try to "update" (why does it say update and not install even though everything is removed?)

it says that there is a newer version of acrobat DC installed and I can't update. Which definitely there isn't...

Updating from the link you sent above doesn't work either as nothing happens after opening the .dmg for a long time until I finally get the message: Server connections interrupted.

Any chance there is some log files I need to clear to make my mac believe that I don't have any Acrobat on there any more? How can I find them? I am a bit lost here :(

Thanks for your help!

Sonja

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