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Acrobat DC Crash on MacOS Mojave 10.14

Forum|Forum|7 years ago
October 12, 2018
27 replies
52951 views

Open the doc, try to copy some text, crash. Every time.

And the text never makes it to the clipboard.

Been going on for a week now.

How do I fix this, or get hold of a human at Adobe who can help?

Thanks.

--Steve

This topic has been closed for replies.

Correct answer IDEAMAN1

I worked for three hours with the Adobe tech last Friday night uninstalling the Adobe Acrobat 2019 (which meant having them go in and removing older forms of acrobat X and 9 and all the rest I've accumulated over the years), cleaning out preferences, and then using the Adobe Cleaner to remove every extension. Then we logged in under a new user name and reinstalled Adobe to find it crashed there on a clean system. Then we reinstalled it (after logging in again) and then found it still crashed when opening preferences or reducing a file. I don't know if you're a Mac person, some are experiencing this problem with PCs.

The phone call was polite, the service efficient, and their rep said the case was being taken up to a superior. On Monday I received this note from Adobe.

We Discussed this issue with Apple, and they have acknowledged that issue is at their end and they have a fix ready for this.

Fix will be available as part of their upcoming update (10.14.2).

If you're a Mac user I hope you'll find this as good news. If a PC person, then it's of no value at all. Let me say that I'm gratified to get some sort of answer back, this is not always the case.

The thing is, after I upgraded to Mojave OS everything still worked fine. Sure opening the suite could be a little slow, but everything worked. However, after I upgraded to 2019 Acrobat is when I ran into trouble. Then when they tried to reinstall 2018 (the previous Acrobat), it crashed as well.

Now if I were employed in an agency, and we were simply an employee, I might only be annoyed by this, but as a business owner this problem requires me to look for alternates, options, and work-arounds. And that IT work (which I admit I stink at) eats into my billable time. Frankly, troubleshooting is not something we can afford. People just expect the Suite to work and every program to work together. We are waiting for the upgrade to 10.14.12 and are hoping that Adobe is right. I understand your frustration. However, before you cancel take a look at the other alternatives out there and see if the update makes it right. Even if the Adobe problem is fixed, we have learned a lesson to never again be tied to one process or system and expect it to be 100% reliable. Trust we've learned, is for suckers.

tom

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hiddenbrook

Participant

It's no Nov 3rd and still no update no fix. My Adobe Acrobate DC Pro is un-usable for almost a month now... frustrated that Adobe isn't fixing this or push Apple to fix it...

I

IDEAMAN1

Participating Frequently

We have now followed the Apple rationale that if an app works in Safe Mode (which...takes...forever to boot in), but fails in Normal mode then you have a problem with your log-in items. So we went back and removed all log-in items from the System Preferences, rebooted clean. And...we crashed Adobe Acrobat DC again as before. We've now spent more time doing IT work than we ever expected. I've heard from one tech who said the problem was Apple's and that the new patch for Mojave would address this. We heard from another person that reinstalling Mojave would handle this and it doesn't. We've had techs remove old version of Adobe products, removing preferences, trash things in p_lists, everything. We've unhooked our external hard drives and tried to make it work...no luck.

Here's the basics. 2018 Acrobat worked fine. We switched to Mojave. Everything still worked fine. Then 2019 Acrobat comes out. It was an automatic download. Then we found that our MacBooks worked fine when reducing the size of a pdf and opening program preferences, but the iMacs would experience an immediate crash of the program when the same task was required.

The two systems were bought within 7 months of each other (I realize that a late 2015 iMac and a Macbook Pro are not made in the same factory, using some of the same parts, and may or may not be equally old when sold) however both have had the latest Mojave.

I give Adobe props for having reps call us, asking if it was convenient to work on a problem (bearing in mind there's a 9 hour difference from East Coast US to India). They were exceedingly polite, helpful....but invariably we ran into situations where they could not go on our computer and handle the task. That invariably led to moments when they'd ask for you to do something, and then you'd spend a number of moments asking for someone to repeat what they said and then find the thing that needs to be tossed out. This was as frustrating as cutting out your own appendix as the doctor tells you what to do via a bad cell phone connection.

But now that we've come to the end of the trail all we can do is hope that the Mojave fix 10.14.2 will make a difference. In the meantime we couldn't wait and had to do some research, look for another vendor, and use that to open pdfs, edit them, and reduce or whatever else we need. It's frustrating having to do workarounds, but that's the reality.

I wish everyone on this thread luck, and please let us know how it's coming. If you're a PC person we have no words to help you. If you're a Mac person with this problem looking for a solution...sorry.

D

dominicv72

Participant

I was experiencing Acrobat crashing when trying to print or open any menus such as Print Production. I found that reinstalling Mojave fixed the problem... for now!

I

IDEAMAN1

Participating Frequently

We will try that. Wish us luck.

I

IDEAMAN1

Participating Frequently

Please download the attached file to view this post

10112573.doc

I

IDEAMAN1

Participating Frequently

After booting my Mac into safe mode, which took 37 minutes, I found that the Adobe Acrobat problem vanished. I then trashed my Kensington Trackball works helper, downloaded the upgrade and reinstalled. I only have SmartReporter, CleanMyMac X, Skyfonts, Highttail Desktop App and Dropbox as log-in items. I then restarted the Mac and put Acrobat through its paces and it crashed again as before. This is a mystery to me.

AdamH68

Participant

I visited Adobe via the chat app. Very helpful and sorted the whole problem. Mojave OS does not support 32bit apps and the old versions are 32bit. They ghost screened my Mac and installed Adobe C,earner to remove all previous versions of Adobe. They then installed the new 64bit Adobe Pro DC and then installed Adobe App Manager. This worked and all happy.

Chat app took about wt mins to answer but once on they were very helpful and polite!

I

IDEAMAN1

Participating Frequently

I’m glad you’re up and running. We have done this twice already with a tech handling the problem and the 32 vs 64 bit mention never came up. Nor does it answer why the upgrade to Mojave didn’t impact Acrobat 2018 but the upgrade to Acrobat 2019 caused nothing but crashes. It makes no sense for Adobe to release a 32 bit app for Adobe since the news has long been out there that Mojave was built primarily for 64. Nevertheless glad you‘re up and running again.

And yes, they are very polite.

F

frederickb91722370

Participant

I have tried uninstalling and reinstalling, clearing all Adobe from computer system and reinstalling - no luck. I am going to cancel my subscription and save the money.... I expect better from Adobe.

I

IDEAMAN1Correct answer

Participating Frequently

I worked for three hours with the Adobe tech last Friday night uninstalling the Adobe Acrobat 2019 (which meant having them go in and removing older forms of acrobat X and 9 and all the rest I've accumulated over the years), cleaning out preferences, and then using the Adobe Cleaner to remove every extension. Then we logged in under a new user name and reinstalled Adobe to find it crashed there on a clean system. Then we reinstalled it (after logging in again) and then found it still crashed when opening preferences or reducing a file. I don't know if you're a Mac person, some are experiencing this problem with PCs.

The phone call was polite, the service efficient, and their rep said the case was being taken up to a superior. On Monday I received this note from Adobe.

We Discussed this issue with Apple, and they have acknowledged that issue is at their end and they have a fix ready for this.

Fix will be available as part of their upcoming update (10.14.2).

If you're a Mac user I hope you'll find this as good news. If a PC person, then it's of no value at all. Let me say that I'm gratified to get some sort of answer back, this is not always the case.

The thing is, after I upgraded to Mojave OS everything still worked fine. Sure opening the suite could be a little slow, but everything worked. However, after I upgraded to 2019 Acrobat is when I ran into trouble. Then when they tried to reinstall 2018 (the previous Acrobat), it crashed as well.

Now if I were employed in an agency, and we were simply an employee, I might only be annoyed by this, but as a business owner this problem requires me to look for alternates, options, and work-arounds. And that IT work (which I admit I stink at) eats into my billable time. Frankly, troubleshooting is not something we can afford. People just expect the Suite to work and every program to work together. We are waiting for the upgrade to 10.14.12 and are hoping that Adobe is right. I understand your frustration. However, before you cancel take a look at the other alternatives out there and see if the update makes it right. Even if the Adobe problem is fixed, we have learned a lesson to never again be tied to one process or system and expect it to be 100% reliable. Trust we've learned, is for suckers.

tom

agatab93305855

Participant

The same here, ADOBE DC is not working after the update of MacOs Mojave. Currently, I'm experiencing troubles with disactivated "save" button. It also stopped autosaving forms.

I

IDEAMAN1

Participating Frequently

We found the problem was not the Mojave upgrade as we had all shifted to that prior to the automatic update to the Adobe Acrobat Pro DC 2019.008.20074. That upgrade is the one where things went haywire. Incidentally they tried a patch that has been mentioned in other forums, you have to open, go to preferences and hit upgrade (look around you'll find it). We had thought that would take care of it. It didn't. That's when we called tech support. I have no problem with Adobe on looking for fixes and supplying a really good product. But when it blows you can't help but wonder (especially for something as critical as Acrobat) whether everything was looked at. Another peeve I have is the amount of actual hard sleuthing you have to do looking for discussion threads talking about problems. It's not obvious. However it's obvious that they do read these things.

stevenl18438487Author

Participating Frequently

On Tuesday tech support sent us the .dmg of Acrobat 2018 to reinstall and see if that would work. It actually takes a little bit of messing around with stuff in the Activity Monitor (after you disposed of 2019) to open the 2018 model of Acrobat now. That's what comes from having an automatic update feature. Needless to say, the Acrobat 2018 crashed just as quickly as 2019 does now. We upgraded back to 2019 and tech support called and asked us to do a check of our system and it came out fine. When I use the MacBook Pro (15 in, 2017) I have no problem. When we use the late 2015 iMac, 5 K Retina, the 2019 Acrobat crashes. All run the latest Mojave. No other problems with the CC suite at all. I've had this happen a long time ago with a Mac and and an Adobe program blowing up. They were thorough, but nothing was able to be diagnosed. Basically the tech through up their hands and walked away.

I've sent crash logs. I've had the tech watch as we logged in with a different name (basically a clean system) and the application crashed. It's now been 10 days since this problem cropped up and I've found others who are PC-based (and more knowledgeable than me) say they're having problems.

This is past annoying.

I finally got Adobe on the phone and got the program up and working with a clean reinstall.

Mid-15 15" Retina MacBook Pro, running macOS Mojave 10.14, Adobe Acrobat Pro DC 2015 Release (Classic) v2015.006.30456

I was down for a week. Disappointing but glad they were able to get me up and running again.

Best of luck.

--Steve

I

IDEAMAN1

Participating Frequently

Have had same problem since update last week to Version 2019.008.20074. They said the update would work. For some it perhaps has. However for me reducing pdfs, adding links, or production of pdfs more than 4.5 MB led to crashes. I called Adobe Wednesday and the tech was very helpful. But after 90 minutes even he (after purging prefs and restarting the Mac as a different user led to same crashes. While I want to use Adobe Acrobat CC, I've had to move on in the meantime and purchase something to help the work get done. This is incredibly annoying.

I wish I could help. Incidentally I have a laptop, Macbook Pro that has no problems with the update, the iMac (27 in, Late 2015) whichI bought a few months before does. Yes, both are Mojave 10.14.

yours

tom

stevenl18438487Author

Participating Frequently

Thanks for the info. I'm impressed that you actually got someone from Adobe on the phone. I've never seen a company so paranoid to talk to its customers. Is there a magic 800 number to call?

stevenl18438487Author

Participating Frequently

BTW I have a 2015 Macbook Pro.

--Steve

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