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juliajacob
Participant
February 18, 2020
Answered

Acrobat Pro Dc crashes when zooming on a Mac

  • February 18, 2020
  • 4 replies
  • 11081 views

I have been having difficulty zooming in and out using option+Scroll to zoom in PDFs on my Mac with macOS High Sierra. When this happens, the program will display the pinwheel and freeze until I force quit. I have tried uninstalling and reinstalling the application with no success. The same issue does not occur in the same app on windows. Any advice?

This topic has been closed for replies.
Correct answer Amal.

unchecking the 'use page cache' looks like to speed up the zooming and don't crash anymore when zooming with the scroll function. However when i try to 'Disable new acrobat' because i don't like the new look, the application crashes. Also there is a message on the top screen that says update for generative AI, please relaunch acrobat.. When i click 'restart acrobat' there, it also crashes and don't update.


Hi @peterh87093920 

 

We are sorry to hear that.

 

Are you on Windows or Mac OS? Also make sure you have the application updated to the recent version 23.08.20533 installed. Go to Help > Check for updates and reboot the computer.

 

If you are on Mac OS,  Go to Preferences (Cmd+K) >> General >> Select "Show home screen when all documents are closed" Click Ok and reboot the computer once and check.

 

If it still doesn't work, please collect the  Crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards
Amal

4 replies

M
Michael35512083p9g7
Participating Frequently
February 17, 2024

Same issue. Ever since the update when they made it look like crap they made it function like crap. Seems they have no desire to correct it. How do we just revert to a version that functioned correctly?

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    February 19, 2024

    Hi there

     

     

    The new experience is an exciting step forward for Acrobat's future. But if it doesn’t suit your needs, you can still revert to the previous experience.  

    Windows: Select the hamburger menu, and then choose Disable new Acrobat.  

    macOS: Go to View > Disable new Acrobat.

    For more info. please go through the help page https://helpx.adobe.com/acrobat/learn-new-acrobat.html

     

    ~Amal

    P
    peterh87093920
    Participant
    February 19, 2024

    Disabling the new Acrobat is not working here on my macbook.. it makes acrobat crash all the time i try it.

    This new arobat is so terrible slow and full of bugs, very disapointing.

      A
      alexandrep63705515
      Participant
      December 22, 2023

      Hello,

      I encounter the same issue on MacOS Big Sur 11.7.10 (20G1427) - latest version supported by my iMac, using latest Acrobat version 23.008.20423. It happens when opening a file containing my archhitect's AutoCAD plan. This is extremely annoying.

        Amal.
        Community Manager
        Amal.Community Manager
        Community Manager
        December 25, 2023

        Hi @alexandrep63705515 

         

        Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , and Crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html  and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

        Regards
        Amal

        A
        alexandrep63705515
        Participant
        December 26, 2023

        Hello,

        Thanks for your follow-up. Icollected the Adobe CC and crash/freeze logs. Is there a a direct address through your support at which I can share the link?  

        Thanks in advance.

        T
        tweedesk22
        Participant
        October 19, 2023

        I am suddenly having the same type of issue and it's a real pain to deal with, and causing a lot of lost time .  When I try to zoom in greater than 67% viewing size, the PDF freezes and does all kinds of wierd things...  each time, I need to force quit and start over.  I have uninstalled and reinstalled Adobe Acrobat Pro and my Mac is up to date as far as the OS.  This is a big time waster...   hope a fix is available very soon.  I create PDFs for clients all the time and need to be able to zoom into very fine deals when workoing with them.  The wierd thing is this issue came out of nowhere -never a problem before. 

          Amal.
          Community Manager
          Amal.Community Manager
          Community Manager
          October 20, 2023

          Hi there,

           

          We are sorry to hear that.

           

          Collecting logs can be a helpful step in diagnosing and resolving the problems you're experiencing. Here are the instructions for collecting and sharing the required logs:

          1. Adobe CC Logs: You can collect Adobe CC logs by following the steps provided in this guide: Adobe CC Log Collection Guide.

          2. Crash/Freeze Logs (Adobe Acrobat): To collect logs for Adobe Acrobat crashes and freezes, please refer to Adobe Acrobat Log Collection Guide.

           

          Once you've gathered the necessary logs, you can upload them to a cloud storage service of your choice for further investigation. Some popular options include Google Drive, Dropbox, or OneDrive. Here's a simple process to upload and share the logs:

           

          1. Upload your log files to your chosen cloud storage.
          2. Generate a shareable link for the uploaded files.
          3. Share the generated link with us for further investigation.

           

          If you have any questions or encounter any issues while collecting or sharing the logs, please don't hesitate to ask for further assistance.


          Regards
          Amal

          AkanchhaS8194121
          AkanchhaS8194121
          Legend
          February 18, 2020

          Hey there,

           

          Looking at the description given above, it seems you have been experiencing this issue when running Acrobat DC on Mac OS. However, same thing (scroll to zoom) works smoothly on Windows machine. 

          To understand better couple of things we'd like you to check once-

          1- On Mac OS High Sierra are you using the latest version of Adobe Acrobat? Open Acrobat>Help>Check for update

          2- Did you try zooming any other pdf? It could be a document specific issue, if not please check once.

          3- For testing purpose, Navigate to Edit>Preferences>Security (Enhanced)>disable "Enhanced Security" and "Protected View">OK>Reboot Acrobat and reopen the document.

           

          Any luck? 

           

          Thanks,

          Akanchha 

          M
          mpkadobe
          Inspiring
          May 8, 2020

          I have exactly the same problem as JuliaJacob. I tried to uncheck Enhanced Security as Akanchha suggested but the program still freezes when I use my mouse scroll wheel to zoom in on a page.

           

          It does not freeze when using the mouse scroll wheel to scroll through pages, not does it freeze if I click the + button to zoom. Only when using the mouse scroll wheel to zoom.

           

          Any ideas how to fix this?

          Amal.
          Community Manager
          Amal.Community Manager
          Community Manager
          May 29, 2020

          Hi there

           

          ++ Adding to the discussion

           

          Please try to update the application to the latest version 20.009.20065 and see if that makes any difference. Go to Help > Check for Updates.

           

          Let us know how it goes

           

          Regards

          Amal

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