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Ksasa
Inspiring
Mar 9, 2023 10:17 AM UTC
Answered

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

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.

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humancomposerCorrect answer
Participant
Oct 23, 2023 7:51 AM UTC

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


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!

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20 replies

Shermfoos
Participant
Sep 7, 2023 5:42 PM UTC

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

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humancomposer
Participant
Oct 20, 2023 12:04 PM UTC

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

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    Abambo
    Community Expert
    AbamboCommunity Expert
    Community Expert
    Oct 20, 2023 12:32 PM UTC

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

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    ABAMBO | Hard- and Software Engineer | Photographer
    Amal.
    Amal.
    Legend
    Mar 9, 2023 11:07 AM UTC

    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

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    KsasaAuthor
    Inspiring
    Mar 9, 2023 12:27 PM UTC

    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

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    Oliver Latimer
    Participant
    May 2, 2023 8:32 AM UTC

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


    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.

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