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Acrobat DC Crash on MacOS Mojave 10.14

Forum|Forum|7 years ago
October 12, 2018
27 replies
52904 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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stacim47658026

Participant

I am experiencing the same problem. Has anyone found a solution? Acrobat Pro DC crashes every time I save a pdf. I am running Mojave 10.14.4

doctordee

Participant

I wish this were indeed the answer. I had the Acrobat DC crashing issue on my 2017 MacBook Pro last fall. Like many, I went through the uninstall, clean, reinstall headache multiple times and kept waiting for the promised patches that would fix the constant crashing.

Recently picked up a 2018 and went with clean installs rather than a restore. I *thought* the issue was resolved. However, it's started right back up with the common denominator being when I loose wifi signal/access. Acrobat crashes every time I go offline, whether by accident (router reboot, signal lost) or intentional (sleep mode).

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alexdauchez

Participating Frequently

Hi, I'm also experiencing a lot of crashes 10 or 20 times a day using Adobe Acrobat DC with all updates applied. I have a 2018 MacBook Pro with Mojave 10.14.4 so everything is up to date.

Doctordee, you're right when you say that having the Mac disconnected is worse and makes Acrobat crash a lot.

I'm fed ud with these multiple crashes and feel angry that Adobe is not able to hire good developers especially now with all the money they get from our monthly subscriptions…

I'm sending almost every time the crash report to Adobe but it's been months now Acrobat is so unstable and it began with Mojave release. The MBP 2018 was provided with Mojave so there is no possibility to revert back to an older MacOS, like El Capitan which worked flawlessly with Acrobat DC.

try67

Community Expert

Not really the same problem, as this thread is about Acrobat, not Illustrator...

Try asking over at the relevant forums, here: Illustrator

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shivaa18

Participant

Thank you I was able to solve my problem thanks to the forum you showed me.

[Spam links removed. Post them again and you'll be banned. -Mod.]

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dcdudley

Participating Frequently

Adobe Acrobat Pro DC v. 15.006.30464

2014 MacBook Pro, MacOS X Mojave 10.14.3

After several Acrobat version updates, three OS updates, a new user account and two removal/reinstallation exercises, Acrobat Pro DC crashes every time a PDF file is opened. The problem has actually become worse with the update to Mojave 10.14.3 — the crash rate went from <100% to 100%. The last post in this thread appears to be Jan 4th... has no one else experienced this problem during January, or has the discussion moved to another thread?

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keb-dagblad

Participating Frequently

I am unable to install Acrobat DC from my Creative Cloud account. All other app are working. I have installed Mojave on a brand new SSD drive.

Spent sunday evening uninstalling, Cleaning tool, direct downloads og deleting files and restarting. Nothing worked!

Monday evening I spent three hours with tech support at Adobe, but no help from them.

On my other mac at work, I have OS Sierra. No trouble.@keberg

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dcdudley

Participating Frequently

Adobe Acrobat Pro 2017 Release (Classic) v. 2017.011.30113

2014 MacBook Pro, MacOS X Mojave 10.14.3

If nothing else, working this problem for three months with no joy suggests that neither Adobe nor Apple is losing sleep because the last update of a 2015 release of Acrobat Pro DC (15.006.30464) no longer works smoothly with Mojave 10.4.x on my machine. The long phone conversations with Adobe tech support described here by others have dispelled any doubt that my time is worth more [to me, at least] than the $199 cost of an upgrade to Acrobat Pro 2017 Release (Classic) v. 2017.011.30113. So, I bit the bullet and bought the upgrade... and so far it works without a problem. Lucky me.

Sadly, if a version of Acrobat DC cannot be installed in the first place, an upgrade is of little help and the $400 price of a standalone license is cold comfort.

I

IDEAMAN1

Participating Frequently

As I pointed out in an original post, the upgrade to Mojave did not immediately impact my loss of Adobe Acrobat. Instead it was the upgrade that Adobe made to address changes in Mojave that led to the mess. After trying everything...and I mean everything...it was the sheerest bit of luck that I had my fourth tech doing a remote viewing of my screen who asked if I used 2 monitors. When I said I did, he shifted the screen holding the open Adobe Acrobat program to the second and we found that there no crashes occurred. This was noted. The next fix in Mojave addressed this problem. And I'd heard that others had problems using multiple monitors as well.

If you are still having problems I don't envy you. The shutting your day down and working with a rep on a problem, which often involves logging-in with another account on your Mac, throwing out preferences, tossing aside other old programs, shutting down/cleaning out your current Acrobat, and other processes can eat into your bottom line. I figure we spent nearly 20 hours on the problem. That said, Adobe was unfailingly polite and worked hard on the problems....but most were as puzzled as we were.

We know have full functionality. But not before we learned about alternatives to Acrobat and learning way more about how a Mac works than we needed. We know exactly what you mean. A balky program that crashes for no good reason is more than a nuisance, it eats into profitability and makes you wonder if you can fully trust anything.

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hutchcolor

Participating Frequently

My problem is that when I try to run DC I get the message...

Configuration error

Please uninstall and reinstall the product.

If this problem still occurs, please contact Adobe technical support for help, and mention the error code shown at the bottom of this screen.

Error: 16

I have now done that four times with no joy.

Error 16 seems to relate to permissions on a couple of Adobe folders in the OS Library. But fixing permissions on those folders does nothing too.

In the process, my reliable (if sometimes flakey) Acrobat 10 apps were removed, so now I'm left with no Acrobat Pro features, and have to view PDFs in Apple's lame Preview (ugh!)

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hutchcolor

Participating Frequently

Looks like my problem is a permissions thing in Mojave.

I just gave myself R/W permissions (again) on the Adobe folder inside App Support inside in System Library and applied to enclosed items. Now Acrobat launches fine.

Trouble is, I've now done that three times in the last three days and I know that few hours from now these permissions will have been "fixed" by Apple.

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keithdvo

Participant

For what it's worth, I've had this same problem since the Mojave upgrade. I just uninstalled and reinstalled Acrobat and it now works.

garys52640401

Participant

Running: iMac Late 2013 27 Mojave 10.14.1 - Core i5 32g RANT.

Wow. You guys are great. It helped a lot reading through all the posts. Very insightful. I thought it was Mojave. I reinstalled ACROFLAT several times and it worked fine for about a month. Woke up today and crash city. The crashes happen when I drag docs from one monitor to the next. I've stayed with Acrobat for this long because there's one feature I haven't been able to find with others is the measuring tool which I use all the time for work. Bluebeam is PC centered with no affordable Mac stand-alone since I last checked. If someone has a good alternative suggestion I'd be appreciative.

It's Adobe AS USUAL.

Steve got it right many years ago. (Just finished the biography again.) ALL OF ADOBE IS AWFUL. DESIGNED BY CODERS NOT FOR USERS. THE SIMPLY DO NOT GET IT. NEARLY EVERY APPLICATION IS HORRIBLE. EVERY UPDATE THEY CHANGE IT ALL AROUND SO YOUR USUAL NAVIGATION AS TO BE RELEARNED. GO LIVE, ACROBAT ARE ESPECIALLY HORRID. FLASH, really? After Effects and Photoshop are good but there are good alternatives. (Motion). Premiere has taken over only because Apple stopped support FCP. And FCP X really sucks. I'd go back to 7 in a heartbeat.

I wish the industry would just shift away from Adobe and all their meddling, lack of support for stand-alone applications and forget the friggin Cloud. Zero Value.

Thanks for reading. If anyone gets the workaround for this please post. Or you can email me at [Personal info removed by Mod]

Here's to a great 2019.

GG

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dougb61740735

Participant

Agree, i've had the problem for few weeks. I didn't even notice it til updating to 10.14.2 so not only did that not fix the issue for me, as far as I can tell its when the problem started. I've tried everything on the thread and nothing works. Some days I dont know who I dislike more, Apple or Adobe......just fix the damn problem.

Kerowyn

Participant

I had absolutely no issues until I installed the Mojave updates this morning.

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dcdudley

Participating Frequently

For what it's worth, I'm using Mac OS X Mojave 10.14.2 on a Late 2014 MacBook Pro with Adobe Acrobat DC (Build: 15.6.30456.303786) and Acrobat crashes within seconds of being opened if you move a cursor anywhere on the Acrobat window. However, if I leave it alone for several seconds, then it seems to have stabilized and I can proceed to use the Acrobat document I've just opened without a crash. Nevertheless, it's far from satisfactory performance...and it has not been repaired in Mojave 10.14.2!

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karins59538855

Participant

I also am on an iMac Late 2013 – i updated to Mojave 14.1 last week. I'm certain i was having issues with Adobe Acrobat DC just prior to the update. upon open just a few seconds immediate crash. In the hopes that by updating to Mojave and Adobe CC to 2019 it would alleviate the issues of crashing when opening a pdf. I thought i could install Reader and use this as a workaround – but it crashes as well.

I am a graphic designer and my edits come to me this way - so needless to say it's been a huge ordeal trying to find workarounds - now just using preview to view the edits.

Hoping for the update every morning when I log on... not yet

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dominicv72

Participant

Have you tried creating a new user account? (which is a pain, I know, but this also worked for me.

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IDEAMAN1

Participating Frequently

We worked with tech on 10.23rd and established new user account. Crash. We have tried this. We have reinstalled Mojave. Crash Program still crashes. We have checked permissions which takes time but is fine. We have checked hard drive. Which is fine. If you could explain why the entire Adobe Creative Cloud Suite works just fine but Acrobat crashes, then you'd get a Nobel. We can only get the program to work in Safe Mode.

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