Adobe Acrobat Pro 2020 freezes completely when clicking on "save"

Report · Dec 09, 2020

Hello I've got a huge problem. After upgrading to mac os Big Sur, Adobe Acrobat Pro has a really high cpu usage. I can use the problem normally but when I click on save multiple times, the program freezes and nothing is saved. This is extremely bad and I've already lost important data due to this issue. I never know when I click on save if the program decides to stop working. Can anyone help me? I've updated to the last versioin and already deinstalled and reinstalled it completely. I have Version 2020.001.30018

Thank you for your help

Report · Dec 09, 2020

Hi Philipp,

Hope you are doing well and sorry for the trouble. As described, the application is freezing on clicking on save.

Are you saving the file on cloud storage, on shared drive or locally on your computer?

Please try to reboot the computer once and see if that helps.

If it still doesn't work, please try to reset the preferences to default as described in the help page: https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792...

If it still doesn't work , please create a new test user profile on your computer or enable the root account in Mac and try using the application there and check.

You may also look at the steps provided in the help page https://helpx.adobe.com/in/x-productkb/global/troubleshoot-system-errors-freezes-mac.html and see if that helps.

Let us know how it goes.

Regards

Amal

Report · Dec 10, 2020

Hello Amal,

I am using One Drive to save my file. Could this be the problem?

Rebooting didn’t work unfortunately but I will try the other steps.

Report · Dec 10, 2020

Hi Philipp

Thanks for sharing the details. In addition to the steps shared earlier, please try to save the PDF on your computer locally and check if that is working fine. Also, please try to save it to a different cloud storage and check.

Regards

Amal

Report · Dec 21, 2020

Hi Amal,

I have now switched my cloud storage to apple and also tried saving it locally but it really has not anything to do with that. It's just that the program can't handle to save the file. I have even made a complete reset on my macbook but the problem still occurs which is frustrating. It doesn't happen every time when I click on save but at least one time a day, which is not acceptable.

Report · Jun 19, 2021

Hello Amal,

I am facing the saving Phillip's issue making the application to hang up and then frozen, forcing it to quit. I have followed all the instructions, but still I am not able to save a document. I created a signature over the document, hit save, wait a while, then, realized that the application is frozen, nothing can be done, so I have to quit it.

I am running with a MacOS big sur ver 11.4 and Adobe pro 2020 completed version, already paid.

Please any assistant and hint on these would help. I am searching over the internet, but I have not found out a solution to it.

Thank you.

Report · Jun 22, 2021

Hi there

Sorry for the delay in response. Please try the following preferences settings and see if that helps:

Go to Adobe Acrobat > Preferences > General > Uncheck 'Show online storage when saving files' and 'Show online storage when opening files' > Click OK and check

Regards

Amal

Report · Jun 28, 2021

Have the exact same issue since updating to Big Sur. Our CEO is now unable to sign any documents because when he tries to save, it freezes and has be forced quit.

We tried this on his current Macbook as well as a brand new device. Same results.

I opened a case last week with support but they were unable to solve the issue.

@Yo12345, did you get your issue resolved?

Report · Jun 28, 2021

Thats really a shame. As you can see I have this Problem for quite a while now but Adobe doesn‘t really seem to care. Had it on my old macbook and now on my new M1 MacBook Pro.
Freezes every day….

Report · Aug 12, 2021

This has been, and continues to be, an issue for me as well. I have used Adobe Acrobat Pro for decades, but have accepted the need to use a different product. For all users, but particularly those that prepaid for the full version of the software, this is unacceptable. It renders the product entirely useless. It has now been 9 months since the above user posted this issue and I have had the problem for a similar time period. I imagine many other users have the same issue. Extremely disappointing.

Report · Aug 13, 2021

Hi there

Hope you are doing well and sorry to hear that the issue still exists.

Would you mind sharing the detailed steps/workflow you are doing that leads you to the application freeze/crash? Also, please share a small video of the issue for a better understanding.

Also make sure you have the latest version of Adobe Acrobat 2020 installed version 20.004.30006. Go to Help > Check for updates and reboot the computer once. You may also download the patch manually from the link - https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

Regards

Amal

Report · Aug 24, 2021

Hi @default71xj3xvjg7cy

We're sorry for the trouble you had with Acrobat. Would you mind sharing few details for further investigation?

The current version of Acrobat installed? To identify, please take help from this article: https://helpx.adobe.com/acrobat/kb/identify-product-version.html
What happens when you create a new user profile with full admin rights or enable the root account and try the workflow? Are you still experiencing the crash?
Please collect the crash logs and share them with us so that we can identify the root cause. Please use this link to download the Log collector tool, install it, run the log collector tool and share the logs with us.

Thanks for your time and patience on this.

Regards,

Anand Sri.