Acrobat »not responding« - AFP file share

[MadsDaniel]

Hi'

We are having a problem regarding Acrobat DC when opening .pdf's from an AFP file share.
It's completely random - Sometimes we can open 50 .pdf's before Acrobat is crashing, other times 3.pdf's.

It' started happening when updating to Mac OS 10.13.6

Have been in contact with Adobe twice via Chat', without any luck.
Both times they run the Acrobat Cleaner tool, and re-installed Acrobat.
This did't fix the issue.

The AFP-share is hosted on a QNAP.

I have also tried updating to 10.14 - this didn't fix the issue.

The Mac's that still runs 10.12.6 don't have this problem.

This is the same problem on 10+ Mac's

The first LOG-lines:

Date/Time:       2019-06-17 11:02:28 +0200

OS Version:      Mac OS X 10.13.6 (Build 17G7024)

Architecture:    x86_64h

Report Version:  26

Data Source:     Stackshots

Command:         AdobeAcrobat

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

Identifier:      com.adobe.Acrobat.Pro

Version:         19.012.20034 (19.012.20034)

Parent:          launchd [1]

PID:             741

Event:           hang

Duration:        4.70s (process was unresponsive for 17 seconds before sampling)

Steps:           47 (100ms sampling interval)

Hardware model:  iMac18,3

Active cpus:     4

Time Awake Since Boot: 320s

Fan speed:       1201 rpm

Network mount:   (afpfs) has been unresponsive for 18s blocking threads 0x1aa3, 0x28ec, 0x26d0

-------

Thanx!

[Test Screen Name]

Well, the message includes "(afpfs) has been unresponsive for 18s blocking". This is really solid information. Acrobat has asked for something to happen, and there has been no response. Now, Acrobat might be asking for something weird, but no matter how weird, the network disk shouldn't block.

So, it might be a network fault (drivers or hardware) or a Mac OS fault (in afpfs or elsewhere).

I suggest taking it up with Apple. I don't know if you have tried other high-load read/write apps on the same network. They might not show the same issues, but if you can persuade any other app to hang, you would have something very solid to talk to Apple about.

[MadsDaniel]

Than'x for quick response!

We are working with multiple users from these AFP-shares. We use Indesign, Photoshop, Illustrator all the time and never have issues with these app's - It's only Acrobat (.pdf's) no mather file size... and it's totally random... and only when opening the files.

I will of course contact Apple and QNAP - i just have a »feeling« that Adobe/Acrobat also are involved in this.
I'am guessing It's the kind of error that will get you thrown between Adobe, Apple and QNAP.... 😕

[Test Screen Name]

Acrobat may be doing something unique, unusual, or even wrong, but at the end of the day if afpfs is hung/not responding, something is seriously wrong with it or beyond. Reading a file isn't just about reading bytes off the network, there are all sorts of different protocols and requests. Could also turn out to be the server - check whether it's just been patched.

[MadsDaniel]

Thanx!
- if' it's the server - would't this then also be a problem in Mac OS 10.12.6?

[Test Screen Name]

Everything in the chain is involved: server disks, server o/s, server drivers, server network card, hubs, cable, switches, routers, client network card, client driver, client o/s, client app. They all can make choices and trigger problems elsewhere. Sometimes even the protocol design is faulty, but that can be worked around at various levels. So the question is where the most likely focus will get results. It isn't likely to be Acrobat that needs changes. It is best not to think in terms of "XXX has a fault, XXX needs to be fixed, it narrows your investigation to try to decide this too early". It's certainly worth asking QNAP if they have known interoperability issues. Just because it isn't a computer doesn't mean it isn't packed with software that can have bugs or needs updates.

If it were me, I would be running packet capture on the clients, trying to capture the packets for a good exchange and a bad one. But this is limited as the communication itself will be encrypted. Still, someone who could analyse the packets might see something.

[MadsDaniel]

Thanx! - i'am in contact with QNAP, and will get back with more info after they reply...
Hopefully i'am not the only one in the world with this setup/problem.

[peteb15323825]

Hi Daniel

we have the same problems with AFP and a qnap, did they(you) have a solution?

best regards

Pete

[Michel2453286683u2]

MacMini 2021 - Ventura 13.1 (but was the same before update) - Acrobat Pro DC

Hi all,

Have the same problem. AFP,  QNAP, Acrobat.

Opening a pdf file over afp share will remove all shares and hang acrobat.

Force quit Acrobat will permit to connect to the share again.

No problems with other Adobe products from the suite.

Do you have a fix from Qnap, Mac or Adobe?

Thanks, Michel