Adobe Acrobat Pro (for Mac) crashing constantly

[Marygauxlightly]

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

[Marygauxlightly]

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

[Amal.]

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

 

[Marygauxlightly]

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. 

[Amal.]

Hi there,

You may upload the logs to any cloud storage of your choice, create the link and share that link with us via private message.

~Amal

[Marygauxlightly]

How do I create new test user profile with full admin rights? 

[Amal.]

Hi there

Thanks for sharing the required data, we have raised this issue to our engineering team for review.

We will share more information as soon as we get any update.

Thanks for your understanding.

~Amal

[SG0426]

Hello! I have a user in my organization who is experiencing the same issue. Have there been any updates to this? 

[S. S]

Hi @SG0426,

Hope you are doing well. Sorry for the experience.

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.

Thanks,

Souvik

[Marygauxlightly]

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]

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

[eufrasior5593006]

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]

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]

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

[gifted_smarts15D5]

I have that and a newer one and they both crash.  No log is created either far as I can tell.

[S. S]

@gifted_smarts15D5 Sorry for the experience! 

The Acrobat Diagnostics tool link shared above records all the processes for Acrobat and your system through Microsoft's Process Monitor (ProcMon) to understand what breaks while the application runs, leading to a crash.

Please help us investigate further by collecting logs from your system and sharing the Unique Log ID here so I can forward it to the dev team.

Thanks,

Souvik

[Jono_San]

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]

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

[gifted_smarts15D5]

Me too, MAC PRO desktop M2Ultra, same problems, tried everything, rand the diagnostic and sent that in.  nothing helps.

[S. S]

@gifted_smarts15D5 It would be helpful to share the Log ID created when you run the diagnostics tool and later stop the process.

-Souvik

[gifted_smarts15D5]

I did exactly that.

[S. S]

@gifted_smarts15D5 Please share the Unique ID generated on the app here in the community.

-Souvik

[mecca5E2C]

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]

@mecca5E2C Thanks for writing in!

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

Thanks,

Souvik

[Stanislav38665760tgey]

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.