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Kurt2655005771yv
Participant
October 17, 2023
Question

On Mac, Acrobat crashes upon launch -- no existing fixes have worked so far

  • October 17, 2023
  • 1 reply
  • 999 views

I've been having this problem for several weeks now and after several hours of trying every possible solution I can find, it is still broken.  I am able to run Acrobat Reader.  In Acrobat however, as soon as the app is launched, it opens a white box in the center of the screen and freezes forever.  Sometimes the box shows a stationary spinner, sometimes it does not -- all menu options are grayed out and the only way to stop it is to go to Force Quit Applications (which does not show the app as 'not responding' even though it isn't).  I am also on macOS 13.6 on Apple Silicon (M2).  In my case, even installing Acrobat in another user account does not fix the problem.  Amongst other suggestions, I have uninstalled and re-installed Acrobat several times, so it is the latest version.  I am attaching crash/freeze logs here.

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    1 reply

    ls_rbls
    Community Expert
    ls_rblsCommunity Expert
    Community Expert
    October 17, 2023

    Hi @Kurt2655005771yv ,

     

    Is this happening with Rosetta2 installed on that version of macOS?

    K
    Kurt2655005771yvAuthor
    Participant
    October 17, 2023

    I don't believe Rosetta2 is at play here.  I have not installed it.  Not sure how I would check if it were installed.  I have done a fresh install of Acrobat several times, presumably Creative Cloud would install the correct Apple Silicon version, as it does recognize when other CC apps that are Intel based need to be upgraded to Apple Silicon.  I believe the problem may be a conflict between Acrobat and Creative Cloud itself.  I realized I had an older version of Acrobat installed on an M1 that I don't often use that is also on an older version of macOS.  On that machine I was able to launch Acrobat and use if for 5-10 minutes, then it suddenly crashed in the same way, and from what I can tell, CC was updating itself in the background while I worked, so I suspect that update created the same situation that now causes Acrobat to fail there too.

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