Participating Frequently

Question

Adobe Acrobat Pro DC Crashing with High Sierra

Forum|Forum|8 years ago
September 29, 2017
32 replies
37212 views

Ever since updating to macOS High Sierra, Adobe Acrobat Pro DC has been frequently crashing (application immediately closes and any unsaved files are not saved).

This crash frequently happens when trying to save a file and always happens when trying to save a document comparision file. The crash has also occurred under a variety of other conditions that I can't always replicate.

Any suggestions would be very helpful as these crashes are wreaking havoc with my workflow!

General troubleshooting

This topic has been closed for replies.

Marlern

Participant

Tried one of the suggestions on this thread with SUCCESS and was able to install and run Acrobat Pro 9. First installed latest version of Java, using link from Apple site. Then, reinstalled both Acrobat and Distiller by deselecting EXTRAS option in pop-uip window. So far, so good.

M

michael.arrigo

Known Participant

Unlike 'Marlern' (who hasn't been on this thread until after my last comment which is kind of curious) uninstalling and re-installing Adobe Acrobat on Mac OS doesn't fix the problem. Adobe Acrobat DC still crashes every day on MacOS. Adobe Acrobat and MacOS High Sierra still don't work together.

G

gregf66817336

Participant

I have personally been unable to make Adobe Acrobat DC work for over a year now through countless upgrades (currently on version 2018.011.20035) and on MAC 10.13.5 HS. Despite trying every patch I can find (including disabling the cloud function and reinstalling multiple times).

What makes no sense is that there are a few Macs in our corporate office where DC still works - yet my system crashes even if I move Macs (we use corporate download so I assume it is the legacy information associated with my account). I even have 2 MacPro 2017s with HS and both have the same problem with Acrobat DC.

Customer service has been as pathetic as I could ever imagine. To believe this company has a market cap of 100B on a PE of 53 is remarkable for selling an incompatible product to a company with a MC 10X the size of it. Acrobat has been on my Macs since 2015 since I left PCs and there is just something broken that no one can fix (including my IT department).

To have a Chairman & CEO writing on a whine board like this for the first time tells me just how frustrated/desperate I have become - e signatures for contracts is kind of important.

But I think I just need to have IT folks look for a broader global solution that has stability.

So Adobe, I am sorry to say, but despite our work on your performance improvement plan... you are fired.

J

jonesgirl27

Inspiring

So, I just finished with 2 different adobe tech support people, uninstalling and reinstalling from different adobe sites for Acrobat DC, basically spent 4 hours of billable time. Finally pinned it down to a known bug, at least on my machine, "As I checked with my resources its an know issue in Acrobat and its locked as an bug and the BUG# ADC-4231555" This has to due with using the "send mail" option.

They haven't fixed it yet, so I spent 4 hours of billable time for them to tell me that. I asked where I could sent my invoice for 4 hours. Finally they actually comped me for month, but that only covers an hours of my time.

Anyway, really think we should all start flooding Adobe with invoices for all our wasted billable time.

So for now I guess I'll just stop using that option, though unfortunately it was an option I really like.

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jonesgirl27

Inspiring

This work around seems to work, I uninstalled Acrobat DC 2018 and downloaded Acrobat Po 2017 here: Download Acrobat 2017, So far it seems to be doing ok, at least I'm able to get some work done.

J

jonesgirl27

Inspiring

I first uninstalled using CC, then reinstalled using CC, still crashing.

So then, uninstalled using Clean my Mac, then went to Adobe.com to download a new version, this also proved to be challenging as it seems Adobe is also having problems there. Finally managed to find download that worked, reinstalled, still crashing. I can manage to create 1 pdf, from either .ai or indesign, then crash. My only work around has been to just make one pdf at a time between crashes. Pain in __s. Wasting so much time.

This started out of the blue for me, this week, the last High Sierra was Feb 24, 3 weeks ago, no problem until now. I'm out of solutions, so tired of these problem, I feel like I'm playing wack a mole with my Adobe products, last week it was indesign not opening files and constantly restarting.

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michael.arrigo

Known Participant

I have started researching Adobe competition that sells alternatives.

J

jonesgirl27

Inspiring

This work around seems to work, I uninstalled Acrobat DC 2018 and downloaded Acrobat Po 2017 here: Download Acrobat 2017, So far it seems to be doing ok, at least I'm able to get some work done.

I

iOiO_Design

Participating Frequently

My Acrobat never stopped crashing. Had 5 crashes only today. Also I constantly get the spinning beach ball of death.

I'm on a MacBook Pro 2017 with Touch bar. My system and software is up to date.

I've spent hours uninstalling, reinstalling, wiping all prefs, manually installing (not via cc software). Nothing helped so far.

A

apangasa11851843

Adobe Employee

Hi,

Sorry for the inconvenience. Can you please update your application once? To update, please follow the steps shared at Install Acrobat and Reader updates

Update should fix the issue for your. But, in case the issue is not fixed after updating application, please share the crash dump with me. To obtain the crash dump:

use your application and perform the steps that lead to crash
once the application crashes, you will see a dialog with 3 buttons: Ignore, Report... and Reopen.
click on Report... button
you will see the crash dump.

Please copy the dump information in a text file and share the same with me at apangasa@adobe.com.

M

michael.arrigo

Known Participant

Thank you for your email. I did not see any new updates when doing Help / Check for updates. Perhaps I already have it?

The About information says I’m running 2018.11.20038

I am still experiencing crashes

By the way, for user debugging purposes a nice feature would be to copy / paste the version number from the About dialogue.

Every time I try to type it here the dialogue goes away in Adobe Acrobat so I had to click About several times to make sure I had the version number correct.

MOtt

Participant

I'm having the same issue. I have reinstalled Acrobat DC and am running on Mac OS High Sierra 10.13.3.

I can open Acrobat but cannot open any PDF files. I have tried double-clicking on the file and using the Open menu and navigating to a file. Neither works.

Here's my log:

Sampling process 1517 for 3 seconds with 1 millisecond of run time between samples

Sampling completed, processing symbols...

Analysis of sampling AdobeAcrobat (pid 1517) every 1 millisecond

Process: AdobeAcrobat [1517]

Path: /Applications/Adobe Acrobat DC/Adobe Acrobat.app/Contents/MacOS/AdobeAcrobat

Load Address: 0x10a6bd000

Identifier: com.adobe.Acrobat.Pro

Version: 18.011.20035 (18.011.20035)

Code Type: X86-64

Parent Process: ??? [1]

Date/Time: 2018-02-19 09:08:37.482 -0500

Launch Time: 2018-02-19 08:57:06.614 -0500

OS Version: Mac OS X 10.13.3 (17D47)

Report Version: 7

Analysis Tool: /usr/bin/sample

----

Call graph:

2513 Thread_10639 DispatchQueue_1: com.apple.main-thread (serial)

+ 2513 start (in libdyld.dylib) + 1 [0x7fff6c6ac115]

+ 2513 main (in AdobeAcrobat) + 86 [0x10a6bdf47]

+ 2513 RunAcrobat (in Acrobat) + 246 [0x10a6cbede]

+ 2513 ??? (in Acrobat) load address 0x10a6c5000 + 0x86b9 [0x10a6cd6b9]

+ 2513 -[NSApplication run] (in AppKit) + 764 [0x7fff42370d6d]

+ 2513 -[NSApplication(NSEvent) _nextEventMatchingEventMask:untilDate:inMode:dequeue:] (in AppKit) + 3044 [0x7fff42b11b4c]

+ 2513 _DPSNextEvent (in AppKit) + 2085 [0x7fff4237bf5f]

+ 2513 _BlockUntilNextEventMatchingListInModeWithFilter (in HIToolbox) + 64 [0x7fff440b0914]

+ 2513 ReceiveNextEventCommon (in HIToolbox) + 613 [0x7fff440b0b96]

+ 2513 RunCurrentEventLoopInMode (in HIToolbox) + 286 [0x7fff440b0e26]

+ 2513 CFRunLoopRunSpecific (in CoreFoundation) + 483 [0x7fff44d98f43]

+ 2513 __CFRunLoopRun (in CoreFoundation) + 1783 [0x7fff44d998c7]

+ 2513 __CFRunLoopServiceMachPort (in CoreFoundation) + 341 [0x7fff44d9a575]

+ 2513 mach_msg (in libsystem_kernel.dylib) + 60 [0x7fff6c7f1cdc]

+ 2513 mach_msg_trap (in libsystem_kernel.dylib) + 10 [0x7fff6c7f27c2]

2513 Thread_10768 DispatchQueue_123: NSOperationQueue 0x60c0002265a0 (QOS: UNSPECIFIED) (concurrent)

+ 2513 start_wqthread (in libsystem_pthread.dylib) + 13 [0x7fff6c936c4d]

+ 2513 _pthread_wqthread (in libsystem_pthread.dylib) + 1387 [0x7fff6c9371ca]

+ 2513 _dispatch_worker_thread3 (in libdispatch.dylib) + 101 [0x7fff6c6746ed]

+ 2513 _dispatch_root_queue_drain (in libdispatch.dylib) + 515 [0x7fff6c674941]

+ 2513 _dispatch_async_redirect_invoke (in libdispatch.dylib) + 703 [0x7fff6c67d6cb]

+ 2513 _dispatch_continuation_pop (in libdispatch.dylib) + 472 [0x7fff6c685e76]

+ 2513 _dispatch_client_callout (in libdispatch.dylib) + 8 [0x7fff6c672d50]

+ 2513 __NSOQSchedule_f (in Foundation) + 369 [0x7fff46e80607]

+ 2513 -[__NSOperationInternal _start:] (in Foundation) + 778 [0x7fff46e845de]

+ 2513 ??? (in Acrobat) load address 0x10a6c5000 + 0x1080f3e [0x10b745f3e]

+ 2513 +[NSThread sleepForTimeInterval:] (in Foundation) + 156 [0x7fff46f196ab]

+ 2513 nanosleep (in libsystem_c.dylib) + 199 [0x7fff6c77775c]

+ 2513 __semwait_signal (in libsystem_kernel.dylib) + 10 [0x7fff6c7fc05a]

2513 Thread_10826

+ 2513 thread_start (in libsystem_pthread.dylib) + 13 [0x7fff6c936c5d]

+ 2513 _pthread_start (in libsystem_pthread.dylib) + 377 [0x7fff6c93756d]

+ 2513 _pthread_body (in libsystem_pthread.dylib) + 340 [0x7fff6c9376c1]

+ 2513 ??? (in AdobeAGM) load address 0x10cf63000 + 0x39b5a5 [0x10d2fe5a5]

+ 2513 ??? (in AdobeAGM) load address 0x10cf63000 + 0xd20d [0x10cf7020d]

+ 2513 ??? (in AdobeAGM) load address 0x10cf63000 + 0xd2d0 [0x10cf702d0]

+ 2513 _pthread_cond_wait (in libsystem_pthread.dylib) + 732 [0x7fff6c938662]

+ 2513 __psynch_cvwait (in libsystem_kernel.dylib) + 10 [0x7fff6c7fbcee]

2513 Thread_10827