Adobe Acrobat DC 2017 Crashes 30 seconds after opening - mac OS Sierra
There are a ton of threads complaining about this same issue. I have not found a solution in any of them, as far as I can read. I'm going blind reading them, so I'm now going to ask directly. I am so disappointed that with all the threads on this, Adobe has not solved it yet, and in fact, every time an Adobe person engages in the thread, they act as if it is the first time they ever heard of the issue. And so all consideration of it starts at the beginning, even though that doesn't seem to have solved the problem for anyone -- so cut to the chase, stop wasting people's time.
My Acrobat DC CC 2017, now at v. 17.009.20058, worked fine. Now it doesn't, it crashes every time I open it, crashing about 30 seconds after opening. It doesn't matter whether I even open anything in it, it crashes anyway, so its not a file that is causing it. Whether I try to do something or not, it crashes at about 30 seconds. It appears that something that goes on about 30 seconds after opening is the problem.
I first noticed this problem 2-3 weeks ago. I had not used Acrobat since running Adobe CC 2017 updates at about the turn of August or early August, and around the same time updating my OS from macOS 10.12.5 to 10.12.6. I don't know if the problem started before or after those updates. After that, I cloned my main partition over to a second partition -- and the problem is on that second partition too, so it happened at the updates or before that, not since. I only installed Acrobat in early or mid May, and that August updating was the first time I updated since updating after the installation. So, whatever happened happened between the installation and that updating at about Aug. 1. Unfortunately, I do not know when I had last used Acrobat before that early August updating.
I'm running macOS 10.12.16 on a Mac Mini (Late 2014) at 2.6 GHz Core i5 processor, 8 GB RAM, 1 TB HDD that tests as fine, passes SMART test.
I have sent in at least a half dozen crash reports. The crash report is 30 pages long. I have seen so many long crash reports posted in the threads on this, I don't see any point in posting one here. However, I noted toward the top of mine a section identifying a problem, I think it must be THE problem:
System Integrity Protection: enabled
Crashed Thread: 0 Dispatch queue: com.apple.main-thread
Exception Type: EXC_BAD_ACCESS (SIGSEGV)
Exception Codes: KERN_INVALID_ADDRESS at 0x0000000000000000
Exception Note: EXC_CORPSE_NOTIFY
Termination Signal: Segmentation fault: 11
Termination Reason: Namespace SIGNAL, Code 0xb
Terminating Process: exc handler [0]
VM Regions Near 0:
-->
That is identifying a crashed Thread: 0. I don't even find com.apple.main-thread on my hard drive, I did a search, and I also looked in Library/Preferences and in User/(name)/Library/Preferences.
Deep down in that crash report, I found what must be the thread: 0 it is talking of, in Thread 16 -- none of the other threads through 16 show any issue:
Thread 16:
0 libsystem_pthread.dylib 0x00007fffaba9e070 start_wqthread + 0
Thread 0 crashed with X86 Thread State (64-bit):
rax: 0x0000000000000000 rbx: 0x0000600000867740 rcx: 0x0000000000000000 rdx: 0x0000000000000005
rdi: 0x0000000000000000 rsi: 0x00000001098b6f7d rbp: 0x00007fff580e40c0 rsp: 0x00007fff580e40c0
r8: 0x0000000000000000 r9: 0x0000000000000230 r10: 0x07534943226f0071 r11: 0x00007fd0a58097a0
r12: 0x07534943226f0071 r13: 0x00007fd0a45122f8 r14: 0x00007fd0a4496710 r15: 0x00006080008561d0
rip: 0x00007fffaba93e00 rfl: 0x0000000000010293 cr2: 0x0000000000000000
Logical CPU: 0
Error Code: 0x00000004
Trap Number: 14
Thread 16 at line 0 seems to be the Crashed Thread: 0 it is referring to.
I looked for libsystem_pthread.dylib. There doesn't seem to be any libsystem_pthread.dylib on my computer. It does have two libsystem_pthread.tbd files, but not of that name ending in .dylib.
So, those parts of my crash report should say where the problem is, what is causing it. And I am informing that Acrobat crashes about 30 seconds after opening. What does Acrobat do about 30 seconds after opening -- that is where the problem is?
I have already done pretty much all the troubleshooting you can tell me to do. Nothing solves this, nothing makes any difference.
I have taken the preferences out of the preferences folders, both the main one in Library/Preferences and the ones in User/(name)/Preferences/Adobe -- I took out the ones Adobe listed to take out and some more too.
I have done restarts.
I have started the computer in Safe Mode.
I have uninstalled and reinstalled Acrobat from a new download via the CC 2017 Adobe Creative Cloud desktop application. That took most of day, a huge download -- Adobe could at least let us download the installer to our desktop so we can have it going forward to do this instead of having to do four+ hours of downloading all the time.
I booted from another partition with a clone of my main partition, same problem.
I tried deleting cache files at:
Font caches:
/users/yoursessionname/Library/Application Support/Adobe/Acrobat/version number, eg DC/AdobeCMapFnt17.lst and AdobeSysFnt15.lst and AdobeSysFnt17.lst and UserCache64.bin
Application caches:
/users/yoursessionname/Library/Caches/Acrobat/version number, eg DC/AcroFnt17.lst
I have Validated all the fonts in Font Book categorized as "pdf fonts." I also found all the Adobe fonts I could, 5-6 of them, and Validated them -- there might be more, but they are not readily identifiable, ans I have more than 1,000 fonts.
I tried taking all my fonts A-K out of the Fonts folder, and tested. No difference. I put them back in and tried taking out L-Z, no difference. Yes, of course I restarted each time before testing.
I tried creating a new user account, and then booting into that account. No difference.
I went to my Time Machine backup and actually moved the oldest Acrobat application, from around July 20, from there to my main partition, and tested it. Same problem.
So, Adobe, what is the problem, how can I -- and a ton of other people here -- fix it? I have given you a lot of info here. So have people in other threads. You can't just keep selling Acrobat and not solve this issue -- that would be criminal. So, considering all the people having this issue, and for how long back in time I see people complaining about it, and all this time and all this info given to you -- I think you better make this a high priority to fix and pronto. That this does not have a solution yet is unconscionable.
Message was edited by: Mark Trujillo 9/7/17, to fix typos.
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