Acrobat Crashing / Google Drive Sync Issue

Community Beginner ,
Jul 02, 2022 Jul 02, 2022

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I am having two issues that may be related.  I am on a Mac, current OS and Acrobat DC Pro up to date as well.  I am having frequent app crashes.  Also, some files will not sync through google drive for desktop.  The simply try to sync but they never finish.  If I open some files (and I do not edit or save them, only view) causes my mac to see the file as being modified, and a sync starts that wont finish.  I suspect it has something to do with my fonts - I say this becuase I get errors about some fonts not being available (even thought they are in my font book).  Its becoming a problem for using acrobat, but also for syncing my files.  Has anyone seen this, any ideas on how to fix.  Having been using these tools for a long time, this is new.  And coincided with intalling some fonts in my font book.   Thanks.

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Adobe Community Professional ,
Jul 02, 2022 Jul 02, 2022

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[Moderator moved from Using the Community (forums) to Acrobat Pro DC.]

 

Which operating system?  macOS Catalina, Big Sur or Monterey?


Are you attempting to open a PDF directly from Google Drive?  Or are you downloading & saving the PDF to your hard drive first?

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Beginner ,
Jul 02, 2022 Jul 02, 2022

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Monterey 12.3.1  Opening pdf from desktop.  Upon opening there is no immediate issue.  But some files automatically act if they are saved (modified) when they are not.

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Adobe Employee ,
Jul 05, 2022 Jul 05, 2022

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Hi Jerry,

 

Thank you for reaching out.

 

As the application is crashing, please ensure that you are using the latest version of the application. You may check the latest updated version available on the following page: https://helpx.adobe.com/acrobat/release-note/release-notes-acrobat-reader.html

Try the troubleshooting steps suggested in the following help document: https://helpx.adobe.com/x-productkb/global/troubleshoot-system-errors-freezes-mac.html

 

If the above steps don't help, remove the application and run the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html). Reboot the Mac and reinstall the application from the following page: https://helpx.adobe.com/download-install/kb/acrobat-downloads.html

 

You have mentioned that when you open the PDF from Google Drive to view it, it shows as modified. 

Would it be possible for you to share the screen recording showing the same? 

Share the Acrobat version currently in use.

 

Thanks,

Meenakshi

 

 

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Community Beginner ,
Jul 07, 2022 Jul 07, 2022

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I am up to date on the app. (I installed new version a week or two ago).  I have done the troubleshooting steps, and issues continues.   Here is phtoo of my google drive which currently cannot sync this 300k file.Screen Shot 2022-07-07 at 2.45.22 PM.png

The only was to get this to resolved to force quite drive for desktop and restart it (and it spends a lot of time resyncing everything, which is less than convenient.  As far a a screen recording on the issue you ask about, let me work on that one, but its a file (old ones) that are on my mac (and synced from the cloud on google drive).

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Community Beginner ,
Jul 07, 2022 Jul 07, 2022

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The file did finally sync without a restart, but took 15 minutes on a fast connect, its always pdf files, and only pdf file that are causing this

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Community Beginner ,
Jul 07, 2022 Jul 07, 2022

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See my notes below.  I dont have a screen video, but every time I open a pdf and simply close it, it triggers a sync, one had been running for 45 minutes now.  Did nothing to the file.  Its on my desktop, I opened it, and closed it.  I can show you on a screen share but cannot post a video

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Adobe Employee ,
Aug 10, 2022 Aug 10, 2022

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Hi Jerry!

 

Sorry for the delay in response.

 

Please try updating the application to the latest version. Check if you experience the same behavior.

In the application, go to Help menu > Check for updates. You may also check the latest updates for Acrobat on the following page: https://helpx.adobe.com/acrobat/release-note/release-notes-acrobat-reader.html

 

If the issue persists, we need logs to get this checked.

Share the Acrobat version number and confirm if you are using Mac OS Monterey 12.3.1 version.

 

Thanks,

Meenakshi

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