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spyre
spyre
Known Participant
October 25, 2019
Question

Acrobat DC continually crashing

  • October 25, 2019
  • 2 replies
  • 3449 views

Over the last week I have experienced Acrobat DC continually crashing. It opens a document and then after a few seconds becomes unresponsive and I have to force quit. I've uninstalled and reinstalled and still the same problem. I am using Mojave 10.14.6 and keep CS updated. It's becoming unworkable now as I need to use it all the time. This has occurred with all kinds of PDF content even ones I've only just exported from InDesign moments before.

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    2 replies

    dmsduco
    dmsduco
    Inspiring
    November 12, 2019

    Me and my colleagues have the same problem for a couple of weeks now. Acrobat is 'not responding' all the time. Sometimes it's after a couple of seconds, sometimes it works fine for a couple of minutes untill the spinning wheel is there and we have to force quit the app.

     

    I'm running Mojave 10.14.5 and the latest Acrobat (currently 2019.021.20049) via Creative Cloud.

    Things I tried, without success:

    • Resetting preferences (multiple times)
    • Blocking online access for Acrobat
    • Opening files only from a local source (instead of our network share)
    • Uninstall Acrobat and reinstall (multiple times)
    • Disable anti-virus (Kaspersky Endpoint Security)

     

    Our iMacs are quiet powerful so it doesn't seem like a hardware issue (my Late 2015 iMac with 4 GHz i7 and 32 GB RAM has the lowest specs of all).

    The next step I can think of is to update to Catalina, but I prefer to wait a bit more to avoid compatibility problems that might occur with other software.

    ls_rbls
    Community Expert
    ls_rblsCommunity Expert
    Community Expert
    November 12, 2019

    You mentiones that you uninstalled and reinstalled multuple times.

     

    Did you try to reinstall using the offline full installer ?

     

    You can download from here:

     

    https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html 

     

    Once you uninstall completely your prior install run this standalone installer; no need to be connected to yhe Internet and there is no need to use the Creative Cloud desktop app nor the other online installtion methods.

     

     

    dmsduco
    dmsduco
    Inspiring
    November 12, 2019

    I didn't use the standalone installer. But the issue seems to be SOLVED for me!

     

    Acrobat seems to be crashing only when it's trying to connect to the internet. I know I mentioned I did block online access for Acrobat already, but it seems blocking Acrobat using mac FireWall wasn't enough. When completely disabling all network devices, Acrobat runs smoothly. I'm now testing using an alternative FireWall app (Radio Silence). For me, no internet connection is required to use Acrobat so it's a viable workarround to just block Acrobat internet connection using this app.

     

    I'm not sure what exactly is trying to connect and why it causes a crash. I guess it has something to do with our company FireWall / webfilter.

    ls_rbls
    Community Expert
    ls_rblsCommunity Expert
    Community Expert
    October 25, 2019

    Hi

     

    There is a total of three updates that were published this month since 14th of October.

     

    Can you verify if these were applied after your reinstallation?

    spyre
    spyreAuthor
    Known Participant
    October 25, 2019

    The software is showing up to date in my machine’s Creative Cloud, are there updates that I don't know about?

    spyre
    spyreAuthor
    Known Participant
    October 30, 2019

    I forgot to ask, in which hardware are you currently running that version of Mojave?

     

    I was checking the hardware compatibility list from here:

     

    http://osxdaily.com/2018/06/05/macos-mojave-compatible-macs-list/ 

     

    The reason I am asking is because I have An old macBook 2010 with an intel core duo processor and Yosemite installed.

     

    If I try to upgrade to a more recent and authorized by Apple versionS, for that computer, it shows similar symptoms to yours.

     

    I upgraded the mac memory which seems to improve the speed and functionality of the apps installed, however, even though is supposed to be a 64bits platform, only 32bits apps actually work but with observed random crashes that disappear after a reboot.

     

    So in my case I am thinking is either a kernel related issue or that one of the cores in my processor is  either bad or missing a driver; it appears recognized properly by the OS but not available to resource intensive applications. So that is weird.

     

    I didn't wanted to deviate from the main topic that you posted with this, but I thought of putting it out there for additional troubleshooting insights.

     

    It would be good if you can share a screenshot of any message error(s) that you get during the crash (if any) and/or share a crash dump and see if any of the Adobe reps here in the forums can try and reproduce the issue on their end.

     

    And as I read earlier in another thread, an Adobe Community Professional was recommending to another user to check with your local tech support  so that they troubleshoot your system remotely and guide you through some steps.

     


    I have a pretty new 27" iMac purchased in 2019, I'm running Mojave 10.14.6. Acrobat just stalls with the spinning wheel before I've even tried to do anything on a PDF. It doesn't seem to matter if it's a small or large file.

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