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Adobe Acrobat Pro 2020 running on Mac Pro crashes when saving with signature

New Here ,
Jun 02, 2021 Jun 02, 2021

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Every time I try to use my Acrobat Pro (on my Mac Pro) and sign a document it freezes up...  Need to fix this. Very frustrating. Before you ask, yes I checked for updates - I am running the latest version. Help Menue> Check for updates....Ugh...

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Crash or freeze, PDF forms, Security digital signatures and esignatures

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Adobe Employee ,
Jun 02, 2021 Jun 02, 2021

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Hi Ashish

 

Hope you are doing well and sorry for the trouble. As described the Acrobat Pro 2020 is crashing/freezing when signing a document.

 

- Is this a behavior with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to your computer first and check if that helps.

 

As you have the latest version of the application, 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.

 

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

 

Regards

Amal

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New Here ,
Jun 26, 2021 Jun 26, 2021

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Amal:

This behavior is for all PDF documents.

How do I create a root user - is there a video?

How do I use the application as a root user.

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New Here ,
Jun 26, 2021 Jun 26, 2021

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I purchased the Adobe Acrobat Pro 2020 student/teacher edition today 6/26/2021 and installed it on my new 16" MacBook Pro (Intel). Using differeny PDF files and different edit functions (watermark, add text box, etc) the app freezes and I must force-quit. This has happened consistently with differently sized files. I have only one PDF file open at a time. Each time, I have reported the crash when prompted. Please advise. 

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Adobe Employee ,
Jun 29, 2021 Jun 29, 2021

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Hi there

 

Sorry for the delay in response. Please try to enable the root user account in Mac as described here - https://support.apple.com/en-in/HT204012  and try using the application and see if that works for you.

 

Regards

Amal

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Adobe Employee ,
Aug 24, 2021 Aug 24, 2021

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Hi @amberc74695465 

 

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

  1. The current version of Acrobat installed? To identify, please take help from this article: https://helpx.adobe.com/acrobat/kb/identify-product-version.html 
  2. 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?
  3. 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.

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