Acrobat Pro running on M2 mac keeps crashing while searching comments

[alanf59660505]

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?

[Amal.]

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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

[alanf59660505]

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.

[Amal.]

Hi there

Thanks for sharing the required data, we have raised this issue to our engineering team for review.

We will share more information as soon as we get any update.

Thanks for your understanding.

~Amal

[alanf59660505]

Amal,

Thanks for the followup on this issue. I was beginning to think I had been forgotten.

[S. S]

Hi @alanf59660505,

The issue is under investigation. 

Would you mind sharing crash logs with us to expedite this?

Please use this link: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html to collect crash logs and share the unique ID of the log.

Thanks,

Souvik

[S. S]

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

[alanf59660505]

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.

[S. S]

@alanf59660505 Thanks for keeping us posted. 

Would you mind sharing the logs using the link I shared above? This will help me get this to the product team for further investigation.

-Souvik