Known Participant

Question

Adobe Acrobat DC not working properly with Mac OSX 10.15.1

Forum|Forum|5 years ago
May 4, 2020
4 replies
2197 views

Hello,

I've been using the Adobe product for about as long as I use a computer and I am quite happy with the quality and the support, but lately, I've experienced some trouble with Acrobat DC and since I am uwing a licence through the school I teach at, I do not have acces to the Adobe help center. Adobe advises me to contact the school support... Which will not be able to help me on this since this is my personal computer and we are in lockdown. So I aks the question here, you never know.

I cannot do anything in Acrobat DC without it freezing for ever (and not responding) (forcing me to use the Force Quit option on my Mac). I can open a document but if I go for anything more complicated (printing, editing, copying some text,…) Acrobat freezes. I have tried to reinstall it but same same. Anyone who got an idea? Anyone who can help me?

thanks already,

Philippe.

P.S. I've sent about 20 crash reports hoping someone (or some algorythm) might tnotice but to no avail. Maybee these reports are good for the develpers, but they are certainly no good to us...

This topic has been closed for replies.

Amal.

Community Manager

Hi there

We are sorry for the trouble and the delay in response.

++ Adding to the discussion.

A new version of Adobe Acrobat/Reader DC is now available v20.009.20065. Please update the application to the new version. Go to Help > Check for Updates and see if that works.

If it still doesn't work, please create a new test user profile with full admin rights or enable the root account in Mac (https://support.apple.com/en-us/HT204012) and try using the application there and check.

If it still doesn't work, please collect the logs as described in the link (https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html) and share the logs with us for testing.

Let us know how it goes

Regards

Amal

R

RuskinF

Participating Frequently

There may be many reasons why Adobe freezes. As time-consuming and unnecessary as it may sound you can try to solve the problem by formally removing the application and its settings from the mac and then reinstalling the updated version of the application.

Most of the times freezes happen due to the aged hardware unable to process the complications of the applications in a fast way. It may sound surprising but this can happen with devices as old as even 2 years.

You would have to think comprehensively about the problem and solve it by following the tried and tested method of uninstall and reinstall.

Regards.

P

philippedebongnieAuthor

Known Participant

Hello,

Tried again updating Acorbat by uninstalling it and then reinstalling it after correcting all the premissions on the comuter via the Disk Utility. Still no luck. Does Adobe not have a helpdesk chat anymore like they used to have before? This is really hurting me, not being able to use Acrobat since I work as a Desktop Publisher, I can not check my PDF files anymore... Very annoying and not very professional.

Thanks for your help on this,

gary_sc

Community Expert

Let me add to Test_Screen_Name's question about your use of Catalina.

You do not say if these documents are on your computer or on an external drive. With Catalina that does make a difference. Apple jumped the highbar with greater security for protection with Catalina but that also means that we users have more responsibilities to OK things that in the past were never dealt with.

Have you give Acrobat "premission" to access drives and things like that? Please try the following process and see if that helps you or not. Please keep in mind that most of the problems I've been made aware of have to do with dealing with images via Bridge. I still have Mojave on my computer so I cannot test Acrobat and Catalina. But please try the following:

Go to your System Preferences and select Security and Privacy (found in the top section). Now click on the Privacy setting (#2 below). Now click on the lock on the bottom left (#3) and provide your administrator code. Then click on the "+" symbol at #4. This will bring up the standard Mac Open window. Look for Bridge, select it, it will now appear in that window and make sure it's checked. Close everything down and see if that makes it all work.

Please let us know if this works for you.

P

philippedebongnieAuthor

Known Participant

Hey Gary,

Thanks for the help, I tried it but it did not change anything. The files are on my propre drive by the way. Any other idea?

Thnaks again,

P.

P

philippedebongnieAuthor

Known Participant

Hi Phillip,

I was looking through this thread wondering if I may have missed anything and then I noticed the title. If you are on X.15.1, you should try doing a system update. The current release of Catalina is X.15.4

Worth a shot, let us know if it does anything good for you.

Hello,

good call! Worth a try as you say. And I tried it but it did not solve anything...

I even uninstalled Acrobat and reinstalled acrobet after the upgrade, still no luck...

Now, one peculiair thing I have wth my configuration is I do not use an administrator login, I am just a user on my computer, could that be a problem? Permissions?

thanks again,

Philippe.

T

Test Screen Name

Legend

Crash reports are appreciated for solving problems, but they don't set up a contact with Adobe. Reports are analysed anonymously and may one day result in a fix. So... what version do you run today? Please don't say "latest".

P

philippedebongnieAuthor

Known Participant

Hello,

thank you for this clarification about the reports, I did notice it afterwards. It does make it a bit frustrating though, knowing it can help you in some ways but not my problem... 🙂

I use Acrobat version 2020.006.20042, is that the correct number? I enclose a screen capture to make sure you got all you need.

Thanks for your help,

P.

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