Participant

Answered

Acrobat DC spinning wheel after opening on OSX

Forum|Forum|7 years ago
June 26, 2018
26 replies
37283 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.

M

micanichi64

Participant

I use Acrobat Pro DC for the same purposes on both Windows 10 (work) and MacOS 12.4 (home). The spinning wheel of death starts up before I can do anything on my iMac and is a constant presence when working on a 9mb document composed largely of text and vector graphics. I have no issues on the Windows 10 computer which has half the spec of my iMac. I have reinstalled with zero improvements to performance. In contrast, Photoshop, Illustrator and AutoCAD perform much better on the iMac. The downside is significant amounts of time are devoted to poor performance.

S

scalixto

Participant

2 years later with no response from adobe... The spinning wheel of death is showing up every 5 to 10 minutes and it last 3 minutes

T

The Next Wave

Participating Frequently

I try to open a PDF sent to me by a contractor in Acrobat DC- version 21. Mac OS 11.2.1
the form appears- but none of his text entered in does. Spinning wheel.
Opens fine in Chrome- or in Preview.
I try to fill out a PDF form in Acrobat DC- fill out first field- move to second one- spinning wheel.
Works fine in Chrome or in Preview.
I've deleted Acrobat using both their uninstaller and their "Acrobat Cleaner" app- and reinstalled- both from CC and from a download directly- same thing.
This is unacceptable.

J

Julie22911618ob9q

Participant

The same problem brought me here. I saw the previous comment saying to reduce the number of 'recent files' displayed on the Home page of the app. But I had the same problem as someone who wrote back to this suggestion and said they can't get into settings because the app freezes before they can click on anything.

Here's what I did: I opened Spotlight Search on my Mac and searched for a PDF. I clicked on it in the results and it opened successfully in AAReader DC. Then I clicked over to the Home tab and no freezing! So I went ahead and went into settings and found the option to reduce the number of 'recent files'. I cut it down to five. I restarted the app to test and this seems to have been successful.

So again: Close the app. Open a PDF directly from the file (i.e., not thru the app interface, but from your Documents folder or whever it is stored on your computer). Then go Acrobat Reader (top left in toolbar) > Preferences > Documents > Documents in recently used list.

Hope this helps

-- je

J

Julie24766973f8pm

Participant

This worked for me! Thanks so much.

R

RSM222

Participant

I have the same issue. Adobe continues to release versions of all their products that do not work. Love that CC that doesn't work. Fix Acrobat and release one that works.

gener7

Community Expert

I just upgraded to Catalina and Acrobat started hanging with the spinning beachball until I gave Acrobat access to the Desktop folder.

D

David5C92

Participant

Thank you! I gave Acrobat full disk access and restarted and the spinning beach ball problem went away.

F

Ferdie Odendal

Participant

Hello

I'm running macOs 10.15.1 Catalina on iMac (Retina 4K,2017).

Having the same issue for the last two years now "spinning beach ball" but for at least 20 minutes when launching Acrobat DC. It is up to date. I end up doing a force quit and then making use of a free PDF Exper version just to get by. The bottom line is I'm paying for software but not getting the use of it in return. Kindly assist.

gener7

Community Expert

I've had this problem for quite a while on my mid 2012 MBP running 10.14.6. Recently the Creative Cloud app went through an update. This seems to have fixed the problem. There is absolutely no delay opening PDFs now.

T

TAHeyOne

Participating Frequently

This is still going on, Spinning wheel for 10-15 seconds when I first start Acrobat... every time!! OSX 2015 imac 32gb

sonofmrsnak

Inspiring

I noticed this on one of the last DC updates.

What appears to be happening is that they've designed/altered Acrobat DC to require more processing power to open the document and then prepare it for any possible functions within Acrobat you might want to do.

Slower machines are going to exacerbate the process.

I usually have to wait about 10-15 seconds for the spinning ball to stop.

I use an older MacPro, upgraded, but not the state-of-the-art machines Adobe developers create with.

coventrybird

Known Participant

I have a MacBookPro that is less than one year old and have this problem. IS Adobe not listening to us?

sonofmrsnak

Inspiring

I think they feel that as long as most people don't complain and it doesn't hurt their bottom line, they will let this go as is and try to fix it in the next major OS architectural overhaul. This is pretty much how they operate. They'd need to go back to the better legacy version (pre DC) to correct the problem, and we all know they will never do this. They are making money hand over fist now that we all must rent, not own, the software, so little incentive.

A

annao32827963

Participant

I had this same problem using OS 10.12.6 and the latest version of Acrobat Pro. I wanted to reinstall Acrobat Pro first, which I bought from Amazon, so Amazon put me in touch with Acrobat Customer Service. Acrobat solved the problem remotely (I am not a technical person, but I saw that the technician trashed many of my preference files) and the solution lasted for a few days, but now the problem is back. It seems to go away when I restart the computer, but I can't restart my Mac several times a day. When I go to the Acrobat site, there is no link to contact Customer Support for consumers who have perpetual care on their Adobe Acrobat. Can you provide a phone number?

jamesh71612495

Participating Frequently

I think the problem resides in the Adobe Acrobat program attempting to load "Recents" into the software. Someone suggested in another post to reduce the "Recents" to "0". You can do this by going to Edits->Preferences->Documents, and then beneath the 4th checkbox is a preference for "Documents in the recently used list:" that gives you an option of how many documents for Adobe to remember in the "Recents". I think it defaults to 100 documents. I reduced it to 0. I then shut the program down, restarted the computer and popped it back up. It seems to have stabilized since then. I don't know if there is a way to clear the cache, but I would suggest doing that because it seemed like the first handful of times after reducing documents to "0" the spinning pizza began doing its thing, but it eventually just stopped. So, I think the slowdown relates to the software attempting to re-establish links to recent documents at startup.

Note that I do not have this problem on my PC. It is only on my Mac.

A

annao32827963

Participant

James, do you mean go to Edits->Preferences->Documents in Acrobat? If you do, I don't know how I can do that, since the beach ball is twirling and I can't click on anything in the menu at the top.

A

Atticus Finch

Participant

Though not a solution, here's the workaround that works for me. I've had the spinning beach ball on my Mac for a couple of years and have tried all suggestions, IT just scratches their head, and I don't even want to go down the rabbit hole with Adobe support. Whenever I get the spinning ball, which is, like, every time I use Adobe Acrobat, I just turn off my WiFi on my computer and then turn it back on. As soon as I turn off the WiFi the spinning ball goes away and Adobe responds immediately with whatever action it was working on. Kind of a pain to keep turning the WiFi on/off all the time, but quicker than waiting out the spinning ball or for Adobe to solve the issue.

Atticus

coventrybird

Known Participant

My Adobe Pro Acrobat DC is doing this to me on my Mac. I am just filling a very large form and saving as I go along but it is happening and is slowing the whole process down. Would like to know what can be done to stop the spinning ball. This tool should work well for everyone. Is it a Mac issue or both?

R

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