Participant

Question

Acrobat DC Crashes on Launch on Monterey on M1 Macs

Forum|Forum|4 years ago
November 18, 2021
2 replies
6122 views

Hi,

We can't even get to the preferences dialog to try whatever setting Adobe recommends. No splash screeen. Nothing. The new Macs ship with Monterey, cannot be easily downgraded, and do not run Acrobat at all.

Anyone manage to get it to work? And how?

Thanks,

Jeff

This topic has been closed for replies.

Kehan22104343l7vb

Participant

I have exactly the same issue. Tried everything, but nothing works. It seems the adobe acrobat does not work with latest macOS 12 monterey on M1 Max chips.

Jeff at K2Author

Participant

Try an installer from here:

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

Before you do, completely remove all things adobe. Something in CC breaks it and, for some reason. this installer worked for me.

This is from a follow-up email i got from adobe after a chat with them a few days ago:

===================

Please follow the below mentioned steps to resolve the Acrobat Pro DC crash issue:

Use the below cleaner tool links and remove all Adobe related applications.
* To remove Creative Cloud: (Here select Clean All to remove all the Adobe Files)

https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

* To remove Acrobat Pro DC:

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html#macintosh

Perform a complete manual clean up:

* Go to activity monitor an end all the processes that have Creative Cloud icon, followed by all the processes that say Adobe. (Note: End processes in reverse alphabetical order)
* Click on Finder, click on 'Go' at the top menu bar and click on 'go to folder'
* Navigate to the below locations and delete the 'Adobe' files and folders
o /Library/Application support/Adobe
o /Library/Cache/ - all Adobe files and folders
o /Library/Preferences - all Adobe folders and the plist files that say Adobe
o ~/Library/Application support/Adobe
o ~/Library/Cache/ - all Adobe files and folders
o ~/Library/Cookies/ - all Adobe files and folders
o ~/Library/Preferences - all Adobe folders and the plist files that say Adobe

3. Please use the below mentioned link to re-install Acrobat Pro DC application.
https://helpx.adobe.com/in/acrobat/kb/acrobat-dc-downloads.html

4. Please use the below mentioned link to re-install Creative Cloud application:
https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

Hope your Acrobat Pro DC application works now without any issue.

===================

I have no idea why this installer works and the other doesn't. I also have no clue why they don't just update the Acrobat release in the CC app and main downloads page with this one.

Thanks,

Jeff

Matthew222346874evx

Participant

Hi,

I've had the same problems - Acrobat crashes on startup every time on my M1 Max 16" Macbook Pro - but this solution hasn't worked for me.

Unlike many others, I've got crash logs, which I'm going to post below. Would greatly appreciate any help anyone can offer, as I'm seriously in need of the ability to edit PDFs for my business and haven't been able to since I bought my new Mac.

-------------------------------------

Translated Report (Full Report Below)

-------------------------------------

Process: AdobeAcrobat [1725]

Path: /Applications/Adobe Acrobat DC/Adobe Acrobat.app/Contents/MacOS/AdobeAcrobat

Identifier: com.adobe.Acrobat.Pro

Version: 21.011.20039 (21.011.20039)

Code Type: ARM-64 (Native)

Parent Process: launchd [1]

User ID: 501

Date/Time: 2022-02-07 16:36:49.9225 +1100

OS Version: macOS 12.1 (21C52)

Report Version: 12

Anonymous UUID: 3E578B3C-CE5E-B206-32EA-594185CF052B

Time Awake Since Boot: 290 seconds

System Integrity Protection: enabled

Crashed Thread: 0 Dispatch queue: com.apple.main-thread

Exception Type: EXC_BAD_ACCESS (SIGSEGV)

Exception Codes: KERN_INVALID_ADDRESS at 0x0000000000000888

Exception Codes: 0x0000000000000001, 0x0000000000000888

Exception Note: EXC_CORPSE_NOTIFY

Termination Reason: Namespace SIGNAL, Code 11 Segmentation fault: 11

Terminating Process: exc handler [1725]

VM Region Info: 0x888 is not in any region. Bytes before following region: 4309219192

REGION TYPE START - END [ VSIZE] PRT/MAX SHRMOD REGION DETAIL

UNUSED SPACE AT START

--->

__TEXT 100d98000-100d9c000 [ 16K] r-x/r-x SM=COW .../AdobeAcrobat

Thread 0 Crashed:: Dispatch queue: com.apple.main-thread

0 libsystem_pthread.dylib 0x1ba8c77f0 pthread_mutex_lock + 0

1 Acrobat 0x108bbf830 0x108b34000 + 571440

2 Acrobat 0x10a8d9758 0x108b34000 + 31086424

3 Acrobat 0x10a8d8f14 0x108b34000 + 31084308

4 Acrobat 0x109557750 0x108b34000 + 10630992

5 Acrobat 0x109556f2c 0x108b34000 + 10628908

6 Acrobat 0x109b907e8 0x108b34000 + 17156072

7 Acrobat 0x108b8cda0 0x108b34000 + 363936

8 Acrobat 0x108bb8b50 0x108b34000 + 543568

9 Acrobat 0x108e33fcc 0x108b34000 + 3145676

10 Acrobat 0x108e2e070 0x108b34000 + 3121264

11 Acrobat 0x108e2ef9c 0x108b34000 + 3125148

12 Acrobat 0x10940bce8 0x108b34000 + 9272552

13 Acrobat 0x1094016c4 0x108b34000 + 9230020

14 Acrobat 0x108b406e4 0x108b34000 + 50916

15 Acrobat 0x108b3fbf4 0x108b34000 + 48116

16 Acrobat 0x108b3f638 0x108b34000 + 46648

17 CoreFoundation 0x1ba98d200 __CFNOTIFICATIONCENTER_IS_CALLING_OUT_TO_AN_OBSERVER__ + 28

18 CoreFoundation 0x1baa30b84 ___CFXRegistrationPost_block_invoke + 52

19 CoreFoundation 0x1baa30af0 _CFXRegistrationPost + 456

20 CoreFoundation 0x1ba95beb0 _CFXNotificationPost + 720

21 Foundation 0x1bb811e3c -[NSNotificationCenter postNotificationName:object:userInfo:] + 96

22 AppKit 0x1bd4f59f0 -[NSApplication _postDidFinishNotification] + 340

23 AppKit 0x1bd4f5708 -[NSApplication _sendFinishLaunchingNotification] + 236

24 AppKit 0x1bd4f3108 -[NSApplication(NSAppleEventHandling) _handleAEOpenEvent:] + 580

25 AppKit 0x1bd4f2cf0 -[NSApplication(NSAppleEventHandling) _handleCoreEvent:withReplyEvent:] + 780

26 Foundation 0x1bb83e7c4 -[NSAppleEventManager dispatchRawAppleEvent:withRawReply:handlerRefCon:] + 344

27 Foundation 0x1bb83e600 _NSAppleEventManagerGenericHandler + 96

28 AE 0x1c112d75c 0x1c1121000 + 51036

29 AE 0x1c112d0b4 0x1c1121000 + 49332

30 AE 0x1c1125f84 aeProcessAppleEvent + 488

31 HIToolbox 0x1c353a3b0 AEProcessAppleEvent + 68

32 AppKit 0x1bd4ed0cc _DPSNextEvent + 1848

33 AppKit 0x1bd4eb584 -[NSApplication(NSEvent) _nextEventMatchingEventMask:untilDate:inMode:dequeue:] + 1332

34 AppKit 0x1bd4dd5a4 -[NSApplication run] + 596

35 Acrobat 0x108b3e24c 0x108b34000 + 41548

36 Acrobat 0x108b3cbb4 RunAcrobat + 672

37 AdobeAcrobat 0x100d9b988 main + 860

38 dyld 0x1011590f4 start + 520

Thread 1:

0 libsystem_pthread.dylib 0x1ba8c8010 start_wqthread + 0

Thread 2:

0 libsystem_pthread.dylib 0x1ba8c8010 start_wqthread + 0

Thread 3:

0 libsystem_pthread.dylib 0x1ba8c8010 start_wqthread + 0

Thread 4:

0 libsystem_pthread.dylib 0x1ba8c8010 start_wqthread + 0

Thread 5:

0 libsystem_kernel.dylib 0x1ba8950c0 __psynch_cvwait + 8

1 libsystem_pthread.dylib 0x1ba8cd808 _pthread_cond_wait + 1228

2 AdobeAGM 0x104c3fb20 AGMMessageQueueImpl::Pull() + 84

3 AdobeAGM 0x104c3fa5c AGMWorkQueueTask::operator()() + 56

4 AdobeAGM 0x104f85f88 boost::(anonymous namespace)::thread_proxy(void*) + 128

5 libsystem_pthread.dylib 0x1ba8cd240 _pthread_start + 148

6 libsystem_pthread.dylib 0x1ba8c8024 thread_start + 8

Thread 6:

0 libsystem_kernel.dylib 0x1ba8950c0 __psynch_cvwait + 8

1 libsystem_pthread.dylib 0x1ba8cd808 _pthread_cond_wait + 1228

2 AdobeAGM 0x104c3fb20 AGMMessageQueueImpl::Pull() + 84

3 AdobeAGM 0x104c3fa5c AGMWorkQueueTask::operator()() + 56

4 AdobeAGM 0x104f85f88 boost::(anonymous namespace)::thread_proxy(void*) + 128

5 libsystem_pthread.dylib 0x1ba8cd240 _pthread_start + 148

6 libsystem_pthread.dylib 0x1ba8c8024 thread_start + 8

Thread 7:

0 libsystem_kernel.dylib 0x1ba8950c0 __psynch_cvwait + 8

1 libsystem_pthread.dylib 0x1ba8cd808 _pthread_cond_wait + 1228

2 AdobeAGM 0x104c3fb20 AGMMessageQueueImpl::Pull() + 84

3 AdobeAGM 0x104c3fa5c AGMWorkQueueTask::operator()() + 56

4 AdobeAGM 0x104f85f88 boost::(anonymous namespace)::thread_proxy(void*) + 128

5 libsystem_pthread.dylib 0x1ba8cd240 _pthread_start + 148

6 libsystem_pthread.dylib 0x1ba8c8024 thread_start + 8

Thread 0 crashed with ARM Thread State (64-bit):

x0: 0x0000000000000888 x1: 0x0000000000000004 x2: 0x0000000000000004 x3: 0x0000000108bbf5ec

x4: 0x0000000000000000 x5: 0x0000000000000000 x6: 0x0000000000000000 x7: 0x0000000000000000

x8: 0x0000000000000000 x9: 0xea00d023dbb5004d x10: 0xea00d023dbb5004d x11: 0x000000000000000f

x12: 0x000000000000000e x13: 0x00006000029f81c0 x14: 0x000000000a200000 x15: 0x00000002139ac530

x16: 0x00000001ba8c77f0 x17: 0x19250001bb8b39f4 x18: 0x0000000000000000 x19: 0x0000000000000888

x20: 0x0000000000000000 x21: 0x0000000000000000 x22: 0x0000000000000000 x23: 0x0000000000000000

x24: 0x0000000000000000 x25: 0x00006000036e0c80 x26: 0x0000000000000000 x27: 0x0000000000000000

x28: 0x000000010abe60f8 fp: 0x000000016f0654c0 lr: 0x0000000108bbf830

sp: 0x000000016f0654a0 pc: 0x00000001ba8c77f0 cpsr: 0x60001000

far: 0x0000000000000888 esr: 0x92000006 (Data Abort) byte read Translation fault

Binary Images:

0x1ba8c6000 - 0x1ba8d2fff libsystem_pthread.dylib (*) <ed328b18-eeef-3b15-8858-798b19b0c2cd> /usr/lib/system/libsystem_pthread.dylib

0x108b34000 - 0x10b573fff com.adobe.Acrobat.framework (21.011.20039) <b596666e-fe01-3338-8bc1-e8fe589cfaeb> /Applications/Adobe Acrobat DC/Adobe Acrobat.app/Contents/Frameworks/Acrobat.framework/Versions/A/Acrobat

0x1ba914000 - 0x1bae57fff com.apple.CoreFoundation (6.9) <f5ea9592-4ef9-3d35-b23d-5c21283acc52> /System/Library/Frameworks/CoreFoundation.framework/Versions/A/CoreFoundation

0x1bb808000 - 0x1bbbf5fff com.apple.Foundation (6.9) <cd7cdf11-986e-3754-8011-e628c3be8380> /System/Library/Frameworks/Foundation.framework/Versions/C/Foundation

0x1bd4ab000 - 0x1be35efff com.apple.AppKit (6.9) <a8bbc643-113d-310f-96b6-77a973bf2dba> /System/Library/Frameworks/AppKit.framework/Versions/C/AppKit

0x1c1121000 - 0x1c1192fff com.apple.AE (924) <9545da42-f6a6-311e-95fe-6745bd9d552d> /System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/AE.framework/Versions/A/AE

0x1c34f6000 - 0x1c3825fff com.apple.HIToolbox (2.1.1) <01b981b8-a2d8-374d-9a0e-c4ac8c1009da> /System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/HIToolbox.framework/Versions/A/HIToolbox

0x100d98000 - 0x100d9bfff com.adobe.Acrobat.Pro (21.011.20039) <f3c9d8e3-1756-3f25-96c1-09778369f641> /Applications/Adobe Acrobat DC/Adobe Acrobat.app/Contents/MacOS/AdobeAcrobat

0x101154000 - 0x1011b3fff dyld (*) <7e92b284-4b90-3b68-b31a-3ddc4c0e8d40> /usr/lib/dyld

0x1ba890000 - 0x1ba8c5fff libsystem_kernel.dylib (*) <c8b3081a-5081-3a99-bbe3-01413de444c6> /usr/lib/system/libsystem_kernel.dylib

0x104c30000 - 0x1050abfff com.adobe.AGM (AdobeAGM 4.30.115.1) <7e06a6f5-398f-3e3a-af5f-14de7f566ab4> /Applications/Adobe Acrobat DC/Adobe Acrobat.app/Contents/Frameworks/AdobeAGM.framework/Versions/A/AdobeAGM

0x0 - 0xffffffffffffffff ??? (*) <00000000-0000-0000-0000-000000000000> ???

External Modification Summary:

Calls made by other processes targeting this process:

task_for_pid: 0

thread_create: 0

thread_set_state: 0

Calls made by this process:

task_for_pid: 0

thread_create: 0

thread_set_state: 0

Calls made by all processes on this machine:

task_for_pid: 0

thread_create: 0

thread_set_state: 0

VM Region Summary:

ReadOnly portion of Libraries: Total=1.1G resident=0K(0%) swapped_out_or_unallocated=1.1G(100%)

Writable regions: Total=1.2G written=0K(0%) resident=0K(0%) swapped_out=0K(0%) unallocated=1.2G(100%)

VIRTUAL REGION

REGION TYPE SIZE COUNT (non-coalesced)

=========== ======= =======

Activity Tracing 256K 1

ColorSync 384K 21

CoreGraphics 32K 2

CoreServices 752K 3

Kernel Alloc Once 32K 1

MALLOC 241.3M 36

MALLOC guard page 192K 11

MALLOC_MEDIUM (reserved) 600.0M 5 reserved VM address space (unallocated)

MALLOC_NANO (reserved) 384.0M 1 reserved VM address space (unallocated)

STACK GUARD 56.1M 8

Stack 11.7M 8

VM_ALLOCATE 1.0G 4

__AUTH 2441K 275

__AUTH_CONST 18.3M 451

__DATA 15.7M 462

__DATA_CONST 20.9M 474

__DATA_DIRTY 1676K 193

__FONT_DATA 4K 1

__LINKEDIT 584.2M 22

__OBJC_CONST 3234K 244

__OBJC_RO 82.0M 1

__OBJC_RW 3104K 1

__TEXT 527.8M 492

__UNICODE 588K 1

dyld private memory 1024K 1

mapped file 50.0M 11

shared memory 848K 13

=========== ======= =======

TOTAL 3.5G 2743

TOTAL, minus reserved VM space 2.6G 2743

-----------

Full Report

-----------

{"app_name":"AdobeAcrobat","timestamp":"2022-02-07 16:36:52.00 +1100","app_version":"21.011.20039","slice_uuid":"f3c9d8e3-1756-3f25-96c1-09778369f641","build_version":"21.011.20039","platform":1,"bundleID":"com.adobe.Acrobat.Pro","share_with_app_devs":1,"is_first_party":0,"bug_type":"309","os_version":"macOS 12.1 (21C52)","incident_id":"7B034A7E-B4AB-4D26-92A6-AF2BAFC7BE60","name":"AdobeAcrobat"}

{

"uptime" : 290,

"procLaunch" : "2022-02-07 16:36:46.1743 +1100",

"procRole" : "Foreground",

"version" : 2,

"userID" : 501,

"deployVersion" : 210,

"modelCode" : "MacBookPro18,2",

"procStartAbsTime" : 7051031404,

"coalitionID" : 1582,

"osVersion" : {

"train" : "macOS 12.1",

"build" : "21C52",

"releaseType" : "User"

"captureTime" : "2022-02-07 16:36:49.9225 +1100",

"incident" : "7B034A7E-B4AB-4D26-92A6-AF2BAFC7BE60",

"bug_type" : "309",

"pid" : 1725,

"procExitAbsTime" : 7140798735,

"translated" : false,

"cpuType" : "ARM-64",

"procName" : "AdobeAcrobat",

"procPath" : "\/Applications\/Adobe Acrobat DC\/Adobe Acrobat.app\/Contents\/MacOS\/AdobeAcrobat",

"bundleInfo" : {"CFBundleShortVersionString":"21.011.20039","CFBundleVersion":"21.011.20039","CFBundleIdentifier":"com.adobe.Acrobat.Pro"},

"storeInfo" : {"deviceIdentifierForVendor":"37A83F6D-4095-5C85-9A05-EB47EE0E0BD9","thirdParty":true},

"parentProc" : "launchd",

"parentPid" : 1,

"coalitionName" : "com.adobe.Acrobat.Pro",

"crashReporterKey" : "3E578B3C-CE5E-B206-32EA-594185CF052B",

"sip" : "enabled",

"vmRegionInfo" : "0x888 is not in any region. Bytes before following region: 4309219192\n REGION TYPE START - END [ VSIZE] PRT\/MAX SHRMOD REGION DETAIL\n UNUSED SPACE AT START\n---> \n __TEXT 100d98000-100d9c000 [ 16K] r-x\/r-x SM=COW ...\/AdobeAcrobat",

"isCorpse" : 1,

"exception" : {"codes":"0x0000000000000001, 0x0000000000000888","rawCodes":[1,2184],"type":"EXC_BAD_ACCESS","signal":"SIGSEGV","subtype":"KERN_INVALID_ADDRESS at 0x0000000000000888"},

"termination" : {"flags":0,"code":11,"namespace":"SIGNAL","indicator":"Segmentation fault: 11","byProc":"exc handler","byPid":1725},

"vmregioninfo" : "0x888 is not in any region. Bytes before following region: 4309219192\n REGION TYPE START - END [ VSIZE] PRT\/MAX SHRMOD REGION DETAIL\n UNUSED SPACE AT START\n---> \n __TEXT 100d98000-100d9c000 [ 16K] r-x\/r-x SM=COW ...\/AdobeAcrobat",

"extMods" : {"caller":{"thread_create":0,"thread_set_state":0,"task_for_pid":0},"system":{"thread_create":0,"thread_set_state":0,"task_for_pid":0},"targeted":{"thread_create":0,"thread_set_state":0,"task_for_pid":0},"warnings":0},

"faultingThread" : 0,

"threads" : [{"triggered":true,"id":17798,"threadState":{"x":[{"value":2184},{"value":4},{"value":4},{"value":4441503212},{"value":0},{"value":0},{"value":0},{"value":0},{"value":0},{"value":16861705857303642189},{"value":16861705857303642189},{"value":15},{"value":14},{"value":105553160274368},{"value":169869312},{"value":8918844720,"symbolLocation":0,"symbol":"OBJC_CLASS_$_NSProcessInfo"},{"value":7424735216,"symbolLocation":0,"symbol":"pthread_mutex_lock"},{"value":1811854432527923700,"symbolLocation":1811854425086492672,"symbol":"-[NSProcessInfo physicalMemory]"},{"value":0},{"value":2184},{"value":0},{"value":0},{"value":0},{"value":0},{"value":0},{"value":105553173810304},{"value":0},{"value":0},{"value":4475216120}],"flavor":"ARM_THREAD_STATE64","lr":{"value":4441503792},"cpsr":{"value":1610616832},"fp":{"value":6157653184},"sp":{"value":6157653152},"esr":{"value":2449473542,"description":"(Data Abort) byte read Translation 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"usedImages" : [

{

"source" : "P",

"arch" : "arm64e",

"base" : 7424729088,

"size" : 53248,

"uuid" : "ed328b18-eeef-3b15-8858-798b19b0c2cd",

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{

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Model: MacBookPro18,2, BootROM 7429.61.2, proc 10:8:2 processors, 32 GB, SMC

Graphics: Apple M1 Max, Apple M1 Max, Built-In

Display: Color LCD, 3456 x 2234 Retina, Main, MirrorOff, Online

Display: DELL U2720Q, 3840 x 2160 (2160p/4K UHD 1 - Ultra High Definition), MirrorOff, Online

Memory Module: LPDDR5

AirPort: Wi-Fi, wl0: Oct 25 2021 22:17:59 version 20.10.853.26.8.7.107 FWID 01-417a4935

Bluetooth: Version (null), 0 services, 0 devices, 0 incoming serial ports

Network Service: Wi-Fi, AirPort, en0

PCI Card: pci1b21,625, AHCI Controller, Thunderbolt@5,0,0

PCI Card: pci1b21,1142, USB eXtensible Host Controller, Thunderbolt@4,0,0

PCI Card: pci1b21,1142, USB eXtensible Host Controller, Thunderbolt@3,0,0

Serial ATA Device: LaCie 2big Dock Thunderbolt 3 Raid 0, 8 TB

USB Device: USB31Bus

USB Device: PSSD T7

USB Device: USB30Bus

USB Device: USB3.1 Card Reader

USB Device: USB30Bus

USB Device: RaidConfig

Thunderbolt Bus: MacBook Pro, Apple Inc.

Thunderbolt Device: 2big Dock Thunderbolt 3, LaCie, 1, 20.4

Thunderbolt Bus: MacBook Pro, Apple Inc.

AkanchhaS8194121

Legend

Sorry to hear about the trouble caused.

Since you haven't been able to access the Acrobat's preferences setting, so we'll be checking with other possible solutions here.

1- You may reboot your computer first.

2- Use this cleaner tool and remove Acrobat and its traces: https://labs.adobe.com/downloads/acrobatcleaner.html?22

3- Once done, download the application again. https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

4- If it still doesn't work, then try the further troubleshooting steps suggested here: https://helpx.adobe.com/x-productkb/global/troubleshoot-system-errors-freezes-mac.html

Thanks,

Akanchha

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