Acrobat Pro (latest release) for Mac Crashes and Will Not Print (Recent Problem)

[james_8661]

I have uninstalled, used the Creative Cloud Cleaner, I've reinstalled, and uninstalled again, but no matter what, after many many years of problem free use of Acrobat, it has serios problems now.

Printing:

No matter what printer (and all printers I use are fine with all other applications, only Acrobat and for all PDF files that I attempt), I receive this message instantly:
"The document could not be printed, kindly use our help page to troubleshoot."

Editing:
When attempting to add / edit text to a PDF, even a blank one created in Acrobat, the app crashes with the 'notify Apple?' detailed message and core dump.

As mentioned I have tried deleting the app and reinstalling it, but the results are the same.  Given that this is a very recent event, you might wonder if anything has changed regarding the operating system, etc., but no - running Ventura 13.7.5.   Acrobat Pro is the very latest version, and has continuous updates.

Well SOMETHING must have changed, you might be saying to yourself.  So if I think back to earlier in the week, there was a weird event, which involved filling in a PDF form (using Acrobat, while it was still working).  I added text to the form and saved it... but it had an error message that I didn't save, that was along the lines of Helvetica has to be replaced in the form...and some other stuff.  When I went to reopen the form, the text I added was weird dots and not the text.  This happened one more time on another doc.

That is the only change I can remember happening - and it may not be related to the current problem.

Anyway, I'm left 100% without the use of Acrobat - all of these PDFs print fine from Preview and other apps.  Printing 'as an image' from Acrobat also doesn't work.

Please let me know if you have any thoughts.

[Tariq Ahmad]

Hi @james_8661

Sorry for the troubled experience. Could you please let us know when did this start to happen? 

Also, help us with logs so we can find the root cause of the issue. Here is the link to use the diagnostic tool: https://adobe.ly/3XA5aGr. This can be accessed via the app itself: launch Acrobat > Help > Troubleshoot Acrobat. This tool also helps you upload logs to our servers from your machine and share the log ID with us so we can track them. 

We would also require crash logs: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html please upload those on any cloud drive and share the downloadable link with us

Also, let us know the version of Acrobat installed on your machine: https://adobe.ly/3Fkocur;

~Tariq

[james_8661]

Hi Tariq - I greatly appreciate your help.   I did indicate the date the trouble started, it was last week.  I also mentioned that the version was the most current.  For confirmation, it is version 2024.005.2414.  Note that there is no 'Troubleshoot Acrobat option in Acrobat > Help (see attached).  I did add two files from the DiagnosticReports folder.

Please take a look and advise on what further you require to assist.  Again thank you.

Attached are a crash log from OSX,

[james_8661]

^ troubleshoot wsan't enabled, but now it is, but the troubleshooting app never appears, so I shall download it separately.

Here's the log set from that app.

[Tariq Ahmad]

@james_8661: If the troubleshooting Acrobat option is not working, you can use the diagnostic tool from this link: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html this will be the same tools that will appear as part of Troubleshoot Acrobat menu option.

Also, ensure your copy of Acrobat is updated, our latest version currently available is: 25.001.20432

https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/continuous/dccontinuousmar2025qfe.... , to check for any pending updates, launch Acrobat > Help > Check For Updates. 

~Tariq

[james_8661]

App is updated to the current version - did you not see the diagnostic attachments to the previous replies?  Let me know - and thanks.

[Subrato Namata]

Hi @james_8661 ,  Apologies for inconvenience and thanks for sharing logs. Crash log is being investigated. For all other functional issues, we need specific logs via Troubleshoot Acrobat Option. 

In case, you don't view the Troubleshoot Acrobat option, select the Acrobat menu > Preferences... and then select the Enable troubleshooting option from the General tab. Once option is checked, you need to navigate to Acrobat > Help > Troubleshoot Acrobat. This tool helps you upload logs to our servers from your machine and share the log ID with us so we can track them. 

Regards,

Subrato

[james_8661]

Subrato - this has already been done.  ID is below:

76510e44-294f-45f4-9091-f1f903902796

[james_8661]

Subarto?  Anyone?   I've uninstalled and reinstalled, and used the cleaner and the diagnostic tools and I still can't 1) print, 2) edit, 3) save.

[Tariq Ahmad]

Hi @james_8661, 

The logs are currently being triaged. Once we have any information to share, we will update this discussion.  

Thank you for your patience and continued support. 

~Tariq

[Saipayan38133503mhmi]

Hi @james_8661  , 

Apologies for the trouble caused. 
Could you please reproduce the scenario in an updated version of Acrobat and then share the logs again?
The diagnostic attachments in the previous replies will not be updated with the latest version of Acrobat. 

To check for any pending updates, launch Acrobat > Help > Check For Updates.

[james_8661]

It's already the most recent version (2025.001.20432).  There's no available update. 

The problem is with some legacy preference files or plists or something.

[james_8661]

@Saipayan38133503mhmi Have you been able to review the logs?  It's now been 2 weeks that I can't use Acrobat.

[Tariq Ahmad]

Hi @james_8661, 

Sorry for the delayed response. 
We'd love your help testing a preference file on your system to resolve the editing crash. If the issue continues, please let us know —we're here to support you!

James, we need you to copy the plist file in /Library/Preferences/ 

To go to this location:

1. Open Finder> Go > Go to Folder, enter this -  /Library/Preferences/ then hit return

    

   

The file can be downloaded from this link: https://acrobat.adobe.com/id/urn:aaid:sc:US:c492948b-7ef2-44ae-87e6-abc783254b9a 

Steps : 

1. Close Acrobat, if running
2. Replace file
3. Run "sudo killall cfprefsd" in the terminal 2-3 times.
4. Open Acrobat and try the workflow.

Let us know how it works.

~Tariq

[james_8661]

Hi - so the plist in question did not exist on my machine.  I followed the steps and now the plist is there, but the problem persists exactly as before.  Here's an image of the plists that are on the machine now.

Have you reviewed the diagnostics from error session: 76510e44-294f-45f4-9091-f1f903902796

[Tariq Ahmad]

Thank you for exploring the details and utilizing the plist, @james_8661.

Yes, the logs have been reviewed by the engineering team. I am sharing the new ones today. 

In case, if we need to debug the issue on your machine, would it be possible for us to have a meeting? 

[james_8661]

yes, if necessary