acrobat dc crashes when i click the page setup button

[michael27122468j0qo]

i just updated to ventura 13.2.1 and now when i click the page setup button in acrobat it crashes acrobat. it does the same thinh in acrobat reader. i can't change the page size of any file.

[Amal.]

Hi @michael27122468j0qo 

Hope you are doing well and sorry to hear that

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check.

What are the steps you are doing? A small video recording of the same would be very helpful.

What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 22.3.20314 installed. Go to Help > Check for updates and reboot the computer once.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

You may also try to create a new test user profile with full admin rights or enable the root account in MAC and try using the application there and check.

Let us know how it goes.

Regards

Amal

Marking a reply or response “Correct” will help future users with the same issue quickly identify the correct answer.

[michael27122468j0qo]

it happens with every pdf file i try, new and old files. i'm just opening up the pdf file and going directly to the page setup button and clicking on it and it crashes.  the same thing happens even when i open a file in adobe reader. everything else works but i can't change the page size. i'm using version 2022.003.20314 acrobat pro. this only started happening after i upgraded to Ventura 13.2.1. i already tried multiple times to reinstall both ventura and acrobat. i looked at trying to reset the preferences but i do not have any of the preferences in my library file that you suggested to remove.

[michael27122468j0qo]

do you have any other options to fix the program

[michael27122468j0qo]

i created a test user profile and acrobat worked perfectly - so what does that mean for my original user account?? how do i know what is wrong with it

[Amal.]

Hi @michael27122468j0qo 

We are sorry for the delayed response. As the application is working fine in the new test user profile, it seems to be some issue with the regular user profile. Please try to repair the user profile and see if that helps, there isn't much that we can do in this case.

Regards

Amal

[Roni16B8]

Hello, I am having the same issue.  Were you ever able to fix this?

[michael27122468j0qo]

No, never was able to fix it - i ended up adding a new user account and transfered everything over to the new user account and everything has worked since (on the new user account)

[Roni16B8]

Okay, thank you for responding.

[abhisi]

Hi michael27122468j0qo,

Thanks for reporting the issue to us.

Could you please provide the following information.

1) Is the issue happening every time, or is it happening intermittently.
2) Is it happening with multiple machines or with some specific machines. Please confirm.
3) Is the issue happening with every PDF or with some specific PDF. Also, is it possible to share any of them.
4) Are you still on Ventura 13.2.1 or have you upgraded to the latest version of Ventura. If yes, then what's the
behaviour with the new version.
5) What's the version of Acrobat that you are using. If it is old, then could you please upgrade
it to the latest version and share the observation with that.

6) Are you using a Mac silicon machine or a Mac Intel machine. Please confirm

Thanks,
Abhishek Ranjan Singh

[abhisi]

Hi michael27122468j0qo,

Please provide the following information to investigate the issue further:

1) Is the issue happening every time, or is it happening intermittently.
2) Is it happening with multiple machines or with some specific machines. Please confirm.
3) Is the issue happening with every PDF or with some specific PDF. Also, is it possible to share any of them.
4) Are you still on Ventura 13.2.1 or have you upgraded to the latest version of Ventura. If yes, then what's the
behaviour with the new version.
5) What's the version of Acrobat that you are using. If it is old, then could you please upgrade
it to the latest version and share the observation with that.

6) Are you using a Mac silicon machine or a Mac Intel machine. Please confirm

Thanks,
Abhishek Ranjan Singh

[michael27122468j0qo]

yes, it happens every time. i only have 1 machine. it happens with every pdf i try to open.(it's not the pdf files) still on Ventura 13.2.1 (haven't upgraded since i created a new user ID to make acrobat work again). adobe acrobat pro 2023.001.20177. using mac silicon machine. once i created a new user ID and transfered evrything over it works with the new user id.   when i go back to the old user id, it still doesn't work(acrobat crashes when i try to open a pdf file)

[Amal.]

Hi @michael27122468j0qo 

Thanks for sharing the information.

As the application is working fine in the new user profile, it seems to be some issue with the old user profile. Please try to repair the affected user profile and see if that works.

Regards

Amal