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Answered

Acrobat DC spinning wheel after opening on OSX

Forum|Forum|7 years ago
June 26, 2018
26 replies
37286 views

Hi,

on a Mac with 10.11.6, since a while we have issues when opening Acrobat DC (latest version).

After starting up, the spinning rainbow wheels comes up about 15 seconds after launching and then only a force quit is the way to stop the application.

Removed already the app by deleting the app.

Removed caches and preferences

Removed app using Acrobat Reader removal tool

Update Mac to 10.12.x

Tried with another Admin user on the same Mac, it seems to work fine there.

What can cause the issue on this Mac?

Thanks in advanced.

Bart

Install update and subscribe to Acrobat

This topic has been closed for replies.

Correct answer AnandSri

Hello Amshockley,

Sorry for the delayed response and inconvenience caused. If you are still experiencing the issue with Acrobat, I will request you to contact the Adobe technical support team so that they can schedule a remote session and can assist you in a better manner Contact Customer Care

I have also shared the direct contact details of the technical team via private message, please check your email inbox.

Thanks,

Anand Sri.

Show previous replies

iD3Z1GN

Inspiring

Mate!... I don't have the time to call Adobe, wait an eternity and then blindly trust some stranger to roam around my computer so they can waste my whole day, proclaim that the issue is fixed when in fact it's not. Adobe have absolutely resolved themselves of their duty of care towards their customers by wilfully failing to quality control their software. It's easier for me to refer this matter to our legal department and have them serve proceedings.

maximomark

Participating Frequently

Same problem for me on all my Macs since updating to High Sierra: „Spinning wheel of death" for about 12 seconds when opening Acrobat DC or Acrobat Reader. Other CC apps work fine. Contacted Adobe but they could not find a solution. Updates of the apps did not change anything. This is very annoying when paying a lot of money every month and working with fast MacBooks Pro.

doloresb28681466

Participant

I did same thing, contacted customer support, did a remote session. Still happens, I've gone back to using Acrobat Pro when its acting up too much. I've been bombarding Apple with reports. Maybe that will help. What's the point of having a fast computer if the apps don't work!

marcw32227847

Participant

How do I CANCEL MY ACCOUNT. iT GOES ROUND AND ROUND WITH NO ANSwer on how to cancel. They will try billing forever and act like they dont hear you. PLEASE CANCEL MY ACCOUNT AND DON'T TRY TO TAKE MONEY OUT. THIS WEBSITE IS RIDICULOUS.

John T Smith

Community Expert

To Cancel https://helpx.adobe.com/creative-cloud/help/cancel-membership.html

-or reply #1 in https://forums.adobe.com/thread/2023066 - includes Chat link

A

amshockley

Participant

I AM CONSTANTLY GETTING AN ERROR MESSAGE AND IT STICKS WHILE TRYING TO APPLY TEXT TO A DOCUMENT. IT IS ADOBE PRO DC. I HATE IT WITH A PASSION. I PAID FOR IT BUT WONT WORK CORRECTLY FOR ME!

AnandSri

Correct answer

Community Manager

Hello Amshockley,

Sorry for the delayed response and inconvenience caused. If you are still experiencing the issue with Acrobat, I will request you to contact the Adobe technical support team so that they can schedule a remote session and can assist you in a better manner Contact Customer Care

I have also shared the direct contact details of the technical team via private message, please check your email inbox.

Thanks,

Anand Sri.

A

annieminton

Participating Frequently

If only I had the time to track down a phone number for Adobe, which is cleverly concealed somewhere on the website and requires several minutes of searching to find, and then spend an hour I don't have allowing someone I don't know to to trawl through my computer. I really don't need the angst.

I live in a world of deadlines. It's easier to open Acrobat and then go away and make a cup of tea........

In case you're interested - starting Acrobat up after a computer restart means several minutes of the spinning pizza. I uninstalled it yesterday using the uninstaller program and then did a search for all files on the computer relating to Adobe Acrobat and Distiller. There were several still remaining. I deleted these, cleared the trash, restarted again, installed the latest version through Adobe Creative Cloud - and have now closed and opened Acrobat several times, all with the same necessary few minutes of waiting while it goes through whatever trawling it has to go through before it will work.

There is clearly something in it's opening process which takes it several minutes to think about. Knowing what that is would be helpful - and helpful to all those other people I see on your forum with the same issue.

Warm Regards,

~ Annie Minton

S

student122255227Author

Participant

Hi

did already a complete uninstaller with the Acrobat Cleaner Tool, and did the reinstallation with the URL.

It's the same issue.

Thanks in advanced.

Bart

AnandSri

Community Manager

Hello Brat,

We’re so sorry to hear about the spinning wheel in Acrobat Pro DC on your Mac machine. Please try resetting the Preferences once and reboot the machine and see if this brings any difference. To reset the Preferences, refer to the steps mentioned in the Adobe article How to reset Acrobat Preference settings to default.

As you already tried removing Acrobat using Acrobat cleaner tool, please create a test user profile with full admin rights and try with Acrobat and see whether the issue is reproducible.

If it's working in the test user profile, then it seems to be an issue with the current user profile, you might have to repair the user profile or have to create a new user profile.

What is the dot version of Adobe Acrobat installed? To identify refer to the article Identify the product and its version for Acrobat and Reader DC

Let us know how it goes and share your findings.

Regards,

Anand Sri.

[ Moving from Acrobat Reader to Installing, Updating, & Subscribing to Acrobat ]

traversmarketing

Participant

I am experiencing the same issue. When I access acrobat pro from another user profile, I don't have the spinning wheel problem. But when I access it from my current user profile it loads, but when I try to open a document, the spinning wheel comes on and I can't open the document. I have to force quit to exit the program.

This only started about two days ago... My Mac OS is v 10.13.5 - not sure if there was an update on Adobe's side or Apple's side, but my problem started. I have uninstalled and reinstalled 2018 version. I also tried to install the 2017 version - no luck. So I think it is tied to my user profile. Any patches or fixes for this? I also tried the preferences suggestion, but that didn't work either.

tanya

AnandSri

Community Manager

Hello Tanya,

Sorry for the delayed response and inconvenience caused. Please use Acrobat cleaner tool to remove Acrobat from the machine once and reboot the computer Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Then install Acrobat back from Download Pro or Standard versions of Acrobat DC | Non-subscription

If you still experience the issue on the current user profile, then for testing purpose, please create a test user profile with full admin rights and check and if it's working fine in the new user profile, then you might have to repair the user profile or the Operating system. For this, you may contact the Apple support team Mac - Official Apple Support

Thanks,

Anand Sri.

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