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Participating Frequently
March 10, 2025
Question

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

  • March 10, 2025
  • 1 reply
  • 3734 views

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.

 

1 reply

Community Manager
March 10, 2025

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

Participating Frequently
March 10, 2025

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,

Participating Frequently
March 24, 2025

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? 

 


yes, if necessary