Adobe Acrobat Reader DC won't open on Mac

New Here ,
Sep 02, 2020 Sep 02, 2020

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My Adobe Reader will not open.  It immediately crashes when I try to open it or a PDF file.  I have uninstalled the program with the Adobe Cleaner and the then rebooted and reinstalled and the probem persists.  I have searched the support community for answers, but have not found anything that works.  Has anyone else had this problem and successfully fixed it?

 

It is Adobe Reader Version: 20.012.20043

I am running OS Version: Mac OS X 10.15.6

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Crash or freeze , General troubleshooting , Mac

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correct answers 1 Correct answer

Community Beginner , Nov 09, 2020 Nov 09, 2020

Adobe got me to do this and it worked perfectly.

 

Delete the user level plist file /Users/<USER_NAME>/Library/Preferences/com.adobe.Acrobat.Pro.plist" file.

Run $ sudo killall cfprefsd

in Mac terminal and reboot the computer

 

Worked a treat. 

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Adobe Employee ,
Sep 03, 2020 Sep 03, 2020

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Hi there

 

We are sorry for the trouble. As described the application is crashing after you open the application or the PDF file.

 

As you have already tried to remove the application using the cleaner tool and reinstalling the application without any luck.

 

For the testing purposes: Please try to turn off the protected mode and see if that makes any difference. Go to Adobe Acrobat > Preferences > Enhanced Security > Uncheck 'Enable protected mode at startup' , turn off the protected mode and uncheck the enhanced security > Click OK and reboot the computer .

Note: Turning off the security may possess security risks, please turn on the security after testing.

 

If it still doesn't work, please create a new test user profile with full admin rights or enable the root account and try using the application there and check.

 

Let us know how it goes.

 

Regards

Amal

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New Here ,
Sep 08, 2020 Sep 08, 2020

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I have the exact same thing happening on my MacBookPro13 macOS 10.15.6.

Acrobat version 20.006.20042

If I launch Acrobat it immediatly crashes and gives me the option to send a report.

If I open a PDF, Acrobat immediately crashes and gives me the option to send a report to Apple.

I do have the crash log, but don't see a way to upload it.

As the app crashes immediately, it is impossible to get to Preferences within the app.

I, also, have uninstalled (w/ Adobe tools and straight uninstall) and re-installed, numerous times.

 

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New Here ,
Oct 14, 2020 Oct 14, 2020

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I have the same problem! I can't open anything in acrobat! Nothing works. I can't get to preferences. It's super anoying because Mac Preview makes my printer do strange things. Please help!

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Adobe Employee ,
Oct 19, 2020 Oct 19, 2020

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Hi there

 

We are sorry for the delay in response. As the issue still persists, please try the steps suggested in the help page https://helpx.adobe.com/in/x-productkb/global/troubleshoot-system-errors-freezes-mac.html and see if that helps.

 

Let us know how it goes

 

Regards

Amal

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New Here ,
Oct 31, 2020 Oct 31, 2020

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...Switching to a new test user profile, with full rights, gives the same result. The application does not start.

Please provide a solution.

The update log looks like this:

31 Oct 2020 at 16:09:05 : process id=1139, path: /Library/Application Support/Adobe/ARMDC/Application/Acrobat Update Helper.app
31 Oct 2020 at 16:09:05 : ** Processing registration information for product com.adobe.acrobat.dc
31 Oct 2020 at 16:09:05 : PlistReader : Optional Plist key {ProductName} is not present.
31 Oct 2020 at 16:09:06 : PlistReader : Optional plist key {VersionExt} is not present.
31 Oct 2020 at 16:09:06 : PlistReader : Product registration plist parsing done.
31 Oct 2020 at 16:09:06 : WARNING Product's Feature lock down key is set to 0. Skip updating this product.
31 Oct 2020 at 16:09:06 : ** Processing registration information for product com.adobe.reader.dc
31 Oct 2020 at 16:09:06 : PlistReader : Optional Plist key {ProductName} is not present.
31 Oct 2020 at 16:09:06 : PlistReader : Optional plist key {VersionExt} is not present.
31 Oct 2020 at 16:09:06 : PlistReader : Product registration plist parsing done.
31 Oct 2020 at 16:09:06 : ERROR Product exists
31 Oct 2020 at 16:09:06 : ** Processing registration information for product com.adobe.reader.servicesupdater.dc
31 Oct 2020 at 16:09:06 : PlistReader : Optional Plist key {ProductName} is not present.
31 Oct 2020 at 16:09:06 : PlistReader : Product registration plist parsing done.
31 Oct 2020 at 16:09:06 : ERROR Product exists
31 Oct 2020 at 16:09:06 : ** Processing registration information for product com.adobe.acrobat.servicesupdater.dc
31 Oct 2020 at 16:09:06 : PlistReader : Optional Plist key {ProductName} is not present.
31 Oct 2020 at 16:09:06 : PlistReader : Product registration plist parsing done.
31 Oct 2020 at 16:09:06 : Checking updates for product Adobe Acrobat .
31 Oct 2020 at 16:09:06 : Fetching payload content from https:/armmf.adobe.com/arm-manifests/mac/ServicesUpdater/acrobat/DC/current_version.txt
31 Oct 2020 at 16:09:08 : URL 'https:/armmf.adobe.com/arm-manifests/mac/ServicesUpdater/acrobat/DC/current_version.txt' contents: '15.007.20033.0'
31 Oct 2020 at 16:09:08 : URL 'https:/armmf.adobe.com/arm-manifests/mac/ServicesUpdater/acrobat/DC/current_version.txt' contents: '15.007.20033.0'
31 Oct 2020 at 16:09:10 : Installed app '/Applications/Adobe Acrobat DC/Adobe Acrobat.app' version: '19.010.20099' versionExt: '19.010.20099.0'
31 Oct 2020 at 16:09:10 : No update available. Application Adobe Acrobat is up-to-date.
31 Oct 2020 at 16:09:10 : ** ARMAgent: All products are up-to-date, checking self update...
31 Oct 2020 at 16:09:11 : ** Processing registration information for product com.adobe.ARMDCHelper
31 Oct 2020 at 16:09:11 : PlistReader : Optional Plist key {ProductName} is not present.
31 Oct 2020 at 16:09:11 : PlistReader : Optional plist key {VersionExt} is not present.
31 Oct 2020 at 16:09:11 : PlistReader : Optional plist key {FeatureLockDown} is not present.
31 Oct 2020 at 16:09:11 : PlistReader : Product registration plist parsing done.
31 Oct 2020 at 16:09:11 : Recently checked for update, so not checking again.
31 Oct 2020 at 16:09:27 : ARMAgent done...

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New Here ,
Sep 10, 2020 Sep 10, 2020

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I'm on windows and my remark is not directly related to mac problems. But I just had the problem too that neither adobe reader nor dc opened. Reinstalling didn't help, so I tried to find some clues about the root of the problem and looked in the event viewer of windows. I found there an error message about a problem with a .dll in the windows folder.  I then used the  tools windows has to repair system files  (in this case `sfc /scannow`), and now adobe works again. 

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New Here ,
Oct 31, 2020 Oct 31, 2020

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I have the exact same problem, Adobe Acrobat (version 19.010.20099) will not start.

Of course, the advice of changing the preferences is useless since I cannot even start the application.

Please help us ASAP!

/Johan

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Community Beginner ,
Nov 09, 2020 Nov 09, 2020

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Adobe got me to do this and it worked perfectly. might be worth a try if you are still having issues. 

 

Delete the user level plist file /Users/<USER_NAME>/Library/Preferences/com.adobe.Acrobat.Pro.plist" file.

Run $ sudo killall cfprefsd

in Mac terminal and reboot the computer

 

Worked a treat. 

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New Here ,
Dec 17, 2021 Dec 17, 2021

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I'm having the same issue (Adobe won't even start up.) Can you give me explicit step-by-step instructions for perfomring this action? (No idea where to go to delete the user level plist file) Thanks.

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New Here ,
Nov 02, 2020 Nov 02, 2020

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I have also faced a similar issue.

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Community Beginner ,
Nov 09, 2020 Nov 09, 2020

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Adobe got me to do this and it worked perfectly.

 

Delete the user level plist file /Users/<USER_NAME>/Library/Preferences/com.adobe.Acrobat.Pro.plist" file.

Run $ sudo killall cfprefsd

in Mac terminal and reboot the computer

 

Worked a treat. 

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New Here ,
Nov 10, 2020 Nov 10, 2020

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Thanks, but unfortunately it did not work for me 😞

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New Here ,
Nov 25, 2020 Nov 25, 2020

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I had the same issue as the main comment and tried the above answer. I didn't have the file named 'com.adobe.Acrobat.Pro.plist' but, I deleted another file named "com.adobe.acrobat.pdfviewer" and it worked for me. Adobe Acrobat began working again. 

Try deleting a file with a similar name. 

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Adobe Employee ,
Dec 02, 2020 Dec 02, 2020

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Hi there

 

Thank you for trying that out and sharing your observation.

 

For the users who are still experiencing this issue, may also refer to the steps provided in the help page: https://helpx.adobe.com/acrobat/kb/troubleshoot-activation.html#error-opening-acrobat-mac  (recently released) and check if that helps.

 

Regardss

Amal

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New Here ,
Dec 04, 2020 Dec 04, 2020

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Tried all the suggestions on this page, including the "recently released" link above.

No help\

Acrobat still crashes upon launching.

This happens on my home Mac.  It works ok on my Work Mac.

Please help

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Adobe Employee ,
Dec 07, 2020 Dec 07, 2020

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Hi Eriku

 

I have shared some steps in Private message, please check.

 

Regards

Amal

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New Here ,
Dec 09, 2020 Dec 09, 2020

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Amal,

 

I tried workaround #1 - no change.

I don't have xCode installed to edit the plist file.

Anyway you can e-mail me a good plist file I can swap out?

Thanks,

-Eriku

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Adobe Employee ,
Dec 21, 2021 Dec 21, 2021

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Hi Eriku

 

Please go through the help page https://helpx.adobe.com/acrobat/kb/troubleshoot-activation.html#error-opening-acrobat-mac and see if that works for you.

 

Regards

Amal

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