Acrobat DC Crash on MacOS Mojave 10.14

[stevenl18438487]

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

[Viktor F]

I've been having Acrobat Pro DC crashes for months now.

2 weeks ago I completely removed the CC suite, used the cleaner tool, removed all the Adobe prefs files I could find and it looked as if I finally managed to fix this horrible bug.

Until today.

Again: just opening a simple PDF document freezes Acrobat again.

I'm on a 2016 Macbook Pro,

Mojave 10.14.5

Acrobat Pro DC 2019.012.20034

What does it take to fix this? Please. I'm frantic.

[stevefromctsciencecenter]

Two things.

1. This problem was NOT ANSWERED! Not sure why you label that post as a solution when the poster clearly pointed out that the problem has not been solved.

2. It is eight months since the original post and the problem has not been solved at all. Nor does it seem like anyone is even trying, apart from claiming the long past Mojave 10.14.2 should make everything better (spoiler alert: it didn't.)

[lens4hire]

Same problem here.  Mojave --> Acrobat won't launch.

[dannyj86375315]

I have Mojave 10.14.5

Acrobat

Architecture: x86_64

Build: 19.12.20034.328841

AGM: 4.30.85

CoolType: 5.14.5

JP2K: 1.2.2.43391

I have been experiencing crashes after a few minutes.

un-installed

Adobe clense

Re-install

Still have to force quick Acrobat when I hear the fans crank up due to processor load. Force Quit: Acrobat not responsive:

Please help us figure out this problem.

Dan

[jamesfrankham]

Same. MacbookPro, latest OS, latest Acrobat DC update, crashes after 15 seconds... been like that for months.

Trying restarting, reinstalling, erasing preferences, used the stupid cleaner tool, removed AcrobatDC entirely, same issue. Works for 15 seconds then hangs permanently with a spinning beachball. Unresponsive, have to force-quit.

I use Acrobat every day for my publishing job, and no fix evident. I administer all Adobe products for my organisation. Come on Adobe, let's have some customer service.

[Test Screen Name]

What OS and Acrobat version please? “Latest” is not what we need. Strings of numbers is.

[jamesfrankham]

Acrobat Pro DC 2019.012.20034

MacOS Mojave 10.14.5

MacBook Pro 13" 2016

Had this issue since about January through a number Acrobat and OSX releases.

[Test Screen Name]

By the way you are not addressing Adobe, nor contacting customer service!

[Test Screen Name]

Thanks James.  Is there any message when it crashes (eg the normal Mac crash box?)

[jamesfrankham]

No message. Acrobat DC starts normally, and you need to accomplish evertything you'd like to do to the file inside 15 seconds because then it gives you the beachball which will run indefinitely. Force Quit shows "not responding", and that's the only way to close it.

[Test Screen Name]

Ok, so it doesn't crash. How long have you left it in this state? (Not responding) eg overnight?

Does it EVER work?

[jamesfrankham]

Perhaps 'hangs' is a better description then... Never left it overnight, but can try. Does it EVERY time. Even when I'm opening the application only, ie not even attempting to open a PDF.

[arvindy]

Hello Mac users,

We did some investigation at our end and want to see if a workaround below solves the issue, it works for some users.

Could you please follow the steps below-

Steps:

1. Quit Acrobat
2. Open Finder on Mac
3. Go to the folder: “/private/var/folders/”

   4. In Search section on top right of Finder window type “SendMail” as shown below. Note: Highlight “folders” option in Search bar:

       5. Note the path of this folder as shown below. This should be in /private/var/folders/ and the remaining path will not be constant and is created using hash hence we can’t provide exact path.

       6. Delete this folder.

       7.Launch Acrobat and try the workflow where you are facing the issue.

Let us know if this resolves the issue.

Regards,

Arvind

[dannyj86375315]

Running Acrobat for two hours without lock-up.  May be the fix.

Thanks

Dan

[jamesfrankham]

For the first time in months Acrobat appears to be working — thanks arvindy and TestScreenName! Will monitor and see if the dreaded SendMail gremlin returns.

[arvindy]

Hi jamesfrankham ​and dannyj86375315,

Thanks for the info, it's great to hear that your issue gets resolved!

Please take a note that  SendMail folder issue will be solved in one of our future releases. Will update once we plan to deliver the fix.

Regards,

Arvind

[arvindy]

Hi All,

Adobe Acrobat and Reader official update (19.012.20036) containing the fix for this issue is now available. This update will be automatically pushed to all existing installations of Acrobat and Reader. If you want, you may also manually trigger the update early by opening the application and going to Help > Check for Updates.

More information about this release is here: https://helpx.adobe.com/acrobat/release-note/release-notes-acrobat-reader.html

Please try it out and let us know your feedback!

Thanks for your patience and support!

Regards,

Arvind

[jamesfrankham]

Spinning beachball is back again. The SendMail fix worked for a full five days, but now failing in the same way. I've updated to 19.012.20036. Searching for SendMail in /private/var/folders/ doesn't reveal any files; so while that was the offending file last time, its' not any more.

Acrobat DC opens a file and perhaps 5-10 seconds later hangs with a beachball. No errors displayed. Activity Monitor shows Acrobat DC hit 90% CPU, then down to 0.3%. Force Quit shows Acrobat Not Responding. Every time.

[arvindy]

Hi jamesfrankham​,

This seems to be another hang now. We need you help to nail it down.

Could you please provide the following info-

1. "Sample Process" logs for the processes "Acrobat Pro DC", "Adobe Acrobat Synchronizer" and "AcroCEF"

    Steps to create "Sample Process" logs:

      -Open "Activity Monitor" and select the process say "Acrobat Pro DC"

      -Click on the Settings wheel and select "Sample Process" from the drop down

     

      -Enter Mac admin password if asked

      -Save the logs to your machine

      -Upload the logs to "Adobe Document Cloud" or any other cloud storage and share the link with us.

2. After taking creating "Sample Process" logs, clean "Adobe Acrobat Synchronizer" data and see if it helps.

      Steps to clean "Adobe Acrobat Synchronizer" data:

      -Kill the processes "Acrobat Pro DC" and "Adobe Acrobat Synchronizer" from "Activity Monitor"

      -Go to folder "/Users/<Username>/Library/Application Support/Adobe/Acrobat/DC/Acrobat" and delete the folder "Synchronizer"

We will investigate the issue once you share the information with us.

Regards,

Arvind

[jamesfrankham]

Hi Arvind

Here's the Acrobat sample process file: Sample of Acrobat Pro DC.txt - Google Drive

And the AcroCEF sample process file: Sample of AcroCEF.txt - Google Drive

Adobe Acrobat Synchronizer was not running in Processes. The folder existed, but deleting it did not solve the issue.

James

[arvindy]

Hi James,

Thanks for providing the logs! We will analyse it and let you know the next step.

Regards,

Arvind

[dannyj86375315]

I have not intalled the recent update and I am still stable after trashing the mail folder.  I will not update at this point ....or until I have a relapse of the issue.

Dan

[KBear Creation]

I am experiencing the Acrobat DC hang (with the spinning rainbow cursor) on MacOS 10.14.6, with a brand new Macbook Pro 2019. This has happened after opening a file or simply opening the app on its own.

I have tried the solution suggested by Arvind to delete the SendMail folder, but found that the folder does not exist. So obviously, that is not causing the problem for me.

The crash report generated after doing Force Quit for the Acrobat app is attached to this post with the filename "Acrobat-Crash-Report.20190916.txt".

[luisvela75]

I have same problem with Adobe DC and now, I'm downloading and re-installing it. I tried to proceed as above but I can't find SendMail folder. Why?

[Alwassia]

Today this happened to me, and I have Mohave 10.14.6. Every time i try to open AA it crashes.