Participant

Question

Acrobat Pro running on M2 mac keeps crashing while searching comments

Forum|Forum|1 year ago
July 1, 2024
2 replies
1632 views

I am running the latest version of Acrobat Pro and mac OS on a Macmini M2 pro. The program regularly crashes while seaching comments. I contacted Adobe support via chat and the tech reinstalled Acrobat which did not solve the problem. I've also experienced this on my Macbook Air M2, so it's not unique to the one computer. Have others experienced this problem? Has anyone found a solution?

D

Don3819847999eg

Participant

I'm having a similar problem with an M4 Mac mini. It appears a lot of people are having problems with Acrobat crashing on their Mac, but I'm not seeing any solution offered.

D

Don3819847999eg

Participant

I'm running Acrobat 24. Classic release:

Architecture: arm64

Processor: Apple M4

Build: 24.1.30254.0

AGM: 7.1.15

CoolType: 10.0.3

JP2K: 4.0.2.54782

It happens repeatedly on any pdf I am editing. It crashes suddenly when I use comments.

S_S

Community Manager

Hi @Don3819847999eg,

Hope you are doing well. Sorry for the experience with using Acrobat.

The version of Acrobat you are using is a year old, and we had a known issue around the same time.

We made significant stability and performance enhancements with the upcoming versions. Would you mind updating the app to the latest version (25.1.20630) and letting us know if the issue is fixed for you?

To do so, go to Menu > Help > Check for Updates.

Let us know how it goes.

Regards,
Souvik.

Amal.

Community Manager

Hi there,

I hope you're doing well. I'm sorry to hear about the issue you're experiencing.

Could you please clarify if this problem occurs with a specific PDF file or with all PDFs? If possible, try opening a different PDF file to see if the issue persists. Additionally, if the file is stored on a shared network or drive, download it to your local computer and try again.

To assist you better, I need to know the version of your operating system and Acrobat DC. You can find this information by going to Help > About Acrobat. Ensure you have the latest version (24.02.2089x) installed. You can update Acrobat by selecting Help > Check for updates. After updating, please reboot your computer.

You can also reset the Acrobat preferences by following the steps described here.

If none of these solutions work, please create a new test user profile with full admin rights or enable the root account on your Mac and try using Acrobat again.

If the issue persists, we would need additional information to investigate further. Please collect the Adobe CC logs as described here and the crash/freeze logs as described here. Upload the log files to any cloud storage service, generate a shareable link, and send it to us.

Thank you for your cooperation.

~Amal

A

alanf59660505Author

Participant

Amal,

Thank you for your support. I am running OS 14.5 and the Acrobat version is 2024.002.20893. This problem happens when I search the comments on any PDF file. The file crashes no matter which drive the folder is on. This same thing happens on my Macbook Air M2. I enabled a root account and the problem persists. The link to the crash reports are on OneDrive at Adobe Crash. Again, thanks for your help.

A

alanf59660505Author

Participant

Hello @alanf59660505,

We are live with the new release(2024.003.20112).

Please update the app to the latest version and let us know if the issue is fixed.

Thanks,

Souvik

As far as I can tell, this has not improved the crashing upon searching comments; in fact it may be worse since this crashed upon the first try on my Macbook Air M2.

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