Adobe Acrobat keeps crashing after startup (also Acrobat Reader) - Mac Os Ventura 13.2.1

[Ksasa]

Hi,

as stated in the subject, my Adobe Acrobat keeps crashing some seconds after the application is being launched.

I'm on a Mac M1 mini, Mac OS Ventura 13.2.1

Just some seconds after startup the mouse cursor begins its spinning ball animation, and the application becomes unresponsive. The only solution to close it, it's the Force Quit.

I have tried re-installing it, but after a few successful launches the crashes happen again (and again, at every subsequent attempt).

I have even tried unistalling Adobe Acrobat and installing only the Reader version.

The issue described over repetats exactly in the same way, even if the program is "different".

I have tried some workarouds found in these forums, like removing preferences, but they didn't work.

Is Adobe working on some fix?

The situation is really unpleasant, for a paid software with monthly subscription.

[Amal. · Accepted solution]

Hi @Ksasa 

Thanks for sharing the logs. Also the new version of Acrobat 23.01.2006x is now live. Please update the application to the new version form the help menu > check for updates and reboot the computer once and see if that helps.

You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

Regards

Amal

Marking a reply or response “Correct” will help future users with the same issue quickly identify the correct answer.

[Oliver Latimer · Accepted solution]

So, I've found a fix (after numerous attempts). Here's what I did:

1) Close Adobe Acrobat

2) Select "Finder Go" on the desktop, then "Go to folder", and type" "/Library/Application Support/Adobe"

3) Delete the folder "ARMDC" (make sure to empty the rubbish bin as well)

4) Delete Adobe Acrobat (again, make sure to empty the rubbish bin as well)

5) Re-install Adobe Acrobat

I did this a few days ago, and I haven't had an issue since. It took me a while to work this out (many, many weeks), but hopefully it works for you as well. I've since realised that the Segmentation 11 fault that was causing the crash was probably due to the Updater file being corrupted somehow.

[Amal.]

Hi @Ksasa 

Hope you are doing well and sorry to hear that.

Have you started experiencing this issue after the recent Acrobat update? What is the version of the Acrobat DC you are using? To check the version please go through the help page https://helpx.adobe.com/acrobat/kb/identify-product-version.html and make sure you have the application updated to the recent version 23.1.2006x. You may download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html and see if that works.

As you have already tried resetting the preferences, with no luck, please try to create a new test user profile with full admin rights or enable the root account in MAC and try using the application there and check.

If it still doesn't help,would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html ,crash logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html   and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards

Amal

[Ksasa]

Hi Amal,

unfortunately the cc log collector doesn't work either.

After creation of the zxp file on the desktop, I got an "Unexpected Error" during the upload.

This is the version of Reader currently installed on my system:

Continuous Release | Versione 2022.003.20314

Architecture: arm64
Processor: Apple M1
Build: 22.3.20314.0
AGM: 7.0.2
CoolType: 8.1.1
JP2K: 4.0.0.52132

[Ksasa]

Ok, after some attempts, the cc log collector uploaded the report.

[Amal.]

Hi @Ksasa 

Would you mind sharing the name of the file that was uploaded to log collector portal, also it will be helpful if you can Just upload the zxp file to the cloud and generate the link and share that link with us for further investigation.

Regards

Amal

[Ksasa]

Of course, the filename is

AdobeLogs_20230309_133839_266-mac-GS.zxp

Hope it can help you.

[Amal. · Accepted solution]

Hi @Ksasa 

Thanks for sharing the logs. Also the new version of Acrobat 23.01.2006x is now live. Please update the application to the new version form the help menu > check for updates and reboot the computer once and see if that helps.

You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

Regards

Amal

Marking a reply or response “Correct” will help future users with the same issue quickly identify the correct answer.

[Ksasa]

Hi @Amal. ,

the application (Reader) is now working without crash at startup.

I will soon install the updated Acrobat and try with it too.

Thanks for the support.

[Ksasa]

https://e.pcloud.link/publink/show?code=XZaSehZea6bwLCw8sY9OULYmUfHIQ51Ymsk

[Ray_Reinhard]

Adobe Acrobat Reader is crashing on my iMac 24" M1 OS 13.3.1. I have updated to the latest version of Reader (23.001.20143) to no avail. As soon as Acrobat Reader opens, I get the spinning beach ball and a message that the app is not responding. I then must force quit.

[Oliver Latimer]

Same here - numerous time spent reading the forums and no-one (including Adobe) seems to have a fix.

[Oliver Latimer · Accepted solution]

So, I've found a fix (after numerous attempts). Here's what I did:

1) Close Adobe Acrobat

2) Select "Finder Go" on the desktop, then "Go to folder", and type" "/Library/Application Support/Adobe"

3) Delete the folder "ARMDC" (make sure to empty the rubbish bin as well)

4) Delete Adobe Acrobat (again, make sure to empty the rubbish bin as well)

5) Re-install Adobe Acrobat

I did this a few days ago, and I haven't had an issue since. It took me a while to work this out (many, many weeks), but hopefully it works for you as well. I've since realised that the Segmentation 11 fault that was causing the crash was probably due to the Updater file being corrupted somehow.

[Seb Burge]

I think I'm experiencing the same problem, unfortunately the above fix hasn't worked for me. Screengrab below.

[Seb Burge]

The fix posted by Oliver has worked! I also had to deal with error code 205 by logging out/in of the CC desktop app.

[Oliver Latimer]

Glad you managed to get it fixed! Always annoying when these errors occur

[Shermfoos]

Thank you for posting this problem — It has been driving me crazy and making viewing/working with PDFs impossible.

[humancomposer]

I had the problem today, Acrobat crashed shortly after starting. All the solutions that have been offered here have not worked for me. I had read somewhere that you should disconnect the internet before starting Acrobat. So I deactivated W-LAN, but didn't think about the fact that I have both W-LAN and LAN active. Anyway, there is still a connection via LAN and Acrobat works fine when W-LAN is deactivated. I thought this would not be a problem and the Mac regulates the connections in order. IMac Pro 2017 with Ventura 13.5.2

[Abambo]

If WiFi crashes Adobe Acrobat whereas LAN does not, you have an issue with the performance of the WiFi network.

[humancomposer]

Acrobat crashes again. That was probably just a coincidence after all. Does anyone have any more ideas?

[Abambo]

Uninstall. Use AcroCleaner to get rid of the leftovers. AcroCleaner — Acrobat Desktop Tools and Utilities. Download the latest version of Acrobat. Install.

[humancomposer · Accepted solution]

After I had uninstalled Acrobat, AcroCleaner reported "No Acrobat on this machine".
After reinstalling Acrobat, I started AcroCleaner again. Then it worked. The problem seems to be solved. Thanks a lot!