Adobe DC Pro Crashes when starting up in MacOS Monterey

Community Beginner ,
Mar 29, 2022 Mar 29, 2022

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Hi,

 

Acrobat Pro DC (22.001.20085) installed via Creative Cloud Portal in my user's Mac crashes when starts up (please check the attached screen dump for the error details). I did try different ways such as uninstalling the Acrobat Pro -> repairing Creative Cloud -> reinstalling the app, restarting the machine as well as downgrading to the older version (Adobe Pro 20.005.30311), but none of these helps.

 

Any help would be appreciated.  Looking forward to hearing from you soon.

 

Manh Huan

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Crash or freeze , General troubleshooting

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Adobe Employee ,
Mar 29, 2022 Mar 29, 2022

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Hi Manh,

 

Thanks for reporting this to us.

As shared above, you have got the most recent version of Acrobat and Mac OS, and also tried uninstalling-reinstalling the app with no luck.

We'd like you to try these further steps to see if that makes the performance better:

1- Use this cleaner tool for the removal of the app and its traces: https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html 

2- Once done, you can download the Acrobat from this link: https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html 

3- If it still doesn't work, then create a Root account on Mac and try launching the application in that. How to enable a Root account? Click here to know more

 

Thanks,

Akanchha

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Community Beginner ,
Mar 30, 2022 Mar 30, 2022

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Hi there,

 

I have tried the recommended step 1 & 2 but still no lucks. 

The same error message appears as you can see the attached.

I didn't try the step 3 because it is impossible while I support my user remotely. Moreover, his login account is already an administrator so I don't think this step is necessary (correct me if i'm wrong).

Any other recommendation, please share.

 

 

 

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Adobe Employee ,
Mar 31, 2022 Mar 31, 2022

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Thanks for sharing the additional information.

 

to further investigate this issue, please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and share them via document cloud as explained here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

 

~Akanchha 

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Community Beginner ,
Mar 31, 2022 Mar 31, 2022

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LATEST

Hi,

 

The problem has been fixed. 

It turned out the issue was caused by multile administrator accounts co-existing in the user's Mac,

and I deleted some them to avoid conflict. Thanks for support anyway.

The case is closed now.

 

 

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