Participating Frequently

Question

Adobe Acrobat Pro (for Mac) crashing constantly

Forum|Forum|1 year ago
July 7, 2024
10 replies
10426 views

MacBook Pro, chip Apple M3 Max

Mac OS Sonoma 14.4.1

Adobe Acrobat Pro, v. 2024.002.20893

Ever since purchasing my new MacBook Pro, I have had ongoing issues with Adobe Acrobat crashing unceremoniously. The problem has gotten progressively worse and I don't know what to do. To give you an idea of the severity, I work on average 12 to 15 hours a day, using Acrobat constantly throughout. The application crashes easily up to ten times per day—sometimes within minutes after reopening the program after it last crashed. It has gotten so bad that I can barely use Acrobat.

Has anyone else been experiencing this? Is anything being done? I really, really need Acrobat to stop crashing. I can't work without this program.

Exasperatedly,

–M

Crash or freeze

Y

Yazen324980587cby

Participant

Hi, I'm having the same issue. Like Google Chrome, Adobe Acrobat seems to be a very heavy program that takes up too much memory. It requires the "force quit" almost every day regardless of the number of documents open. Namely if there are too many other applications open simultaneously, then it crashes. Shoocked at how computationally heavy it is for a simple program. I see a lot of people using alterantives to Adobe and it's making more and more sense.

C

Celia34210

Participant

Hello Souvik,

I continue to have the same crashing problems. I can not seem to find a way to send a shareable link to you from the logs generated. Of course it has been a while and perhaps you could suggest a workflow that will work now. I am happy to try to generate new logs. Essentially, I can not use Acrobat and have had to do workarounds that eat up my time.

One thing I have observed is that when I have been sent Acrobat files that are accessible by password, they do not crash. I can open them, edit, sign, whatever and have no problems. Otherwise, I open a file in Acrobat and it crashes.

Thanks for continuing to work on this problem.

S_S

Community Manager

Hi @Celia34210,

Sorry to hear about it, and the delayed response.

Do you still experience the issue? We are up with a new update which has several performance and stability fixes.

Would you mind updating the app to the latest version and let us know how it goes?

If the issue persists, please generate and share fresh Log ID with us to work on the issue.

Also, as a workaround, can you try using the classic UI and let us know if it helps? To do so, go to View > Disable New Acrobat > Restart.

Look forward to hearing from you.

Regards,
Souvik.

M

mmfromNC_704

Participant

I am having this same problem on my Mac (the latest update on both Mac and Adobe Cloud software). While it recovers the document, it doesn't save the edits I made to the PDF, which crashes after I have done much painstaking work on the document. I have tried all the things previously mentioned. Does Adobe give credit for the monthly subscription service I pay for when their software doesn't work?

D

dylan_5384

Participant

Exact same issue for me. M3 Max Macbook Pro. 40 core GPU and 16 core CPU version, top spec, and Acrobat crashes daily on it. Really poor experience.

S_S

Community Manager

Hi @dylan_5384,

Hope you are doing well. Sorry for your experience with using Acrobat.

Do you still experience the issue? If yes, would you mind checking for any possible updates with the application?

To check, go to Menu > Help > Check for Updates.

If this does not work, please share the logs following the link and instructions as shared above for further investigation.

Look forward to hearing from you.

Regards,
Souvik.

C

Celia34210

Participant

Hello, I too am having crashing issues with Acrobat. I open it, it crashes. I have uploaded my logs. This has been going on for two weeks and is really a problem. I have completely uninstalled Adobe Creative Cloud plus Acrobat twice. Same issues recur after successfullly opening one or two documents (not the same doucuments). Macbook Pro Ventura 13.7 (yes, it is old) Adobe Creative Cloud 6.4.0.361, Adobe Acrobat 2024.004.20219.

S_S

Community Manager

@Celia34210 When you collect the logs, could you please upload them to your Creative Cloud files, generate a shareable link, and forward it to me?

This will help me take this up with the devs and get the fix expedited.

-Souvik

C

Celia34210

Participant

Absolutely

S

Stanislav38665760tgey

Participant

Uninstalling via Creative Cloud and reinstalling the current version (2024.003.20180) seems to have helped me. I have been using it for several days so far and there has been a single crash, but it was not reproducible.

S_S

Community Manager

@Stanislav38665760tgey Thanks for letting us know that it works for you.

-Souvik

M

mecca5E2C

Participant

Here, too, crashes at every start. Sometimes with just one file, or at the latest with several. Without any further interaction within the application. Very annoying. Log ID has already been communicated. Hope for a fix soon.

S_S

Community Manager

@mecca5E2C Thanks for writing in!

The work is already in progress. This should be available with the next update.

Thanks,

Souvik

Jono_San

Participant

Hi,

Just to add to this ticket, I am a Macbook Pro user with the latest Sonoma and Adobe Acroba Pro (for Mac) software and the app crashes very often. To the point that I now open PDF files in my web browser rather than Adobe because of how painful it has become to use.

S_S

Community Manager

Hi @Jono_San,

Sorry for the experience!

Would you mind sharing logs from your system for further investigation?

You can use the link above to do so.

-Souvik

eufrasior5593006

Participant

Hi,

Yes, I have the same problem both in the laptob MacBook or Imac, crashes everyday or I have to force quite few times a day becuase is hung and the "beach balloon" prevent to make any action on Acrobat. Never happened with previous Acrobat versions on the past 15 years.

Regards

S_S

Community Manager

Hi @eufrasior5593006,

Would you mind sharing crash logs with us to expedite this?

Please use this link: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html to collect crash logs and share the unique ID of the log.

-Souvik

S_S

Community Manager

Hello @Marygauxlightly @eufrasior5593006 @SG0426,

We are live with the new release(2024.003.20112).

Please update the app to the latest version and let us know if the issue is fixed.

Thanks,

Souvik

M

MarygauxlightlyAuthor

Participating Frequently

For the benefit of those who may be experiencing the same issue, I determined that the crashing is isolated to when I try to search my Comments by keyword.

S_S

Community Manager

Hi @Marygauxlightly,

Thanks for sharing your observation.

While we are already investigating the issue, could you share crash logs by following the steps in the above link?

This will significantly help us expedite the fix.

-Souvik

M

MarygauxlightlyAuthor

Participating Frequently

Also, the crashing occurs regardless of how many documents I have open. As an aside, I also still can't print using Acrobat.

Amal.

Community Manager

Hi there

Hope you are doing well and sorry to hear that

Is this an issue 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 locally and then try again.

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 (https://adobe.ly/3LqwSis) and try using the application there and check.

If it still crashes, please collect the crash/freeze logs (https://adobe.ly/3WlAsAF) 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

M

MarygauxlightlyAuthor

Participating Frequently

The issue isn't isolated to certain PDF files, and they are all saved locally on my computer. I will try your other suggestions and report back. To what email address should I send the crash/freeze logs? For privacy reasons, I'm assuming I shouldn't share the link to the logs on this public forum.

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