Adobe Acrobat Reader on macOS

New Here ,
Jul 06, 2022 Jul 06, 2022

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Acrobat won't load on Mac correctly, if an Adobe file or attachment is opened the first page appears but immediately followed by the beachball which keeps rolling and the whole program freezes.

 

The program needs to be Force Quit to remove from screen. Any help appreciated.

 

 

[Subject edited by moderator. Was "Adobe Issues". Adobe is a company that make a lot of different software.]

 

 

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Crash or freeze

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Adobe Employee ,
Jul 06, 2022 Jul 06, 2022

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Hello Mike,

 

I hope you are doing well. I am sorry for the trouble.

 

As per the description, the application freezes after launch. Please share the below information for us to investigate better:

1. The application version of Acrobat you are using;

2. The operating system and its version;

3. A screenshot or a screen recording of the scenario happening for our better understanding.

 

Looking forward to hearing from you.

 

Thanks,

Souvik.

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New Here ,
Jul 07, 2022 Jul 07, 2022

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Hi Souvik

Thanks for coming back to me, please see attached as requested, hope you can assist

 

Mike

 

 

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New Here ,
Jul 07, 2022 Jul 07, 2022

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I can't upload the video of the issue as the file size is too large, can I email it or send it some other way please?

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Adobe Community Professional ,
Jul 07, 2022 Jul 07, 2022

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This doesn't look like the mobile version of Acrobat Reader.

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Adobe Employee ,
Jul 07, 2022 Jul 07, 2022

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[Moved the thread to Acrobat Reader Forum]

 

@mike25043573s1r2 

 

Hi, 

 

You may try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

 

Also, you can try using the application in the root user account. To know more about using a root account, please visit the link: How to enable the root user on your Mac or change your root password - Apple Support.

 

Let me know if this helps.

 

Thanks,

Souvik.

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New Here ,
Jul 11, 2022 Jul 11, 2022

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Hi Souvik

I have opened the folder as you suggested but the search can't find the recommended folders, am I in the right place?

Also there are blued out folders, is this correct?

I attach screenshot

Mike

 

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Adobe Employee ,
Jul 11, 2022 Jul 11, 2022

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@mike25043573s1r2 Hi,

 

You will need to move the following folders from within:

  • Acrobat WebCapture Cookies
  • com. adobe.Acrobat.Pro.plist or com. adobe.Acrobat.Pro_x86_9.0.plist
  • Acrobat Distiller Prefs and com. adobe.Acrobat.Pro.plist (if you are troubleshooting an issue with Distiller)
  • The Acrobat folder, contains preferences for forms (MRUFormsList), collaboration (OfflineDocs), and color settings (AcrobatColor Settings.csf)

Once these are done, restart Acrobat for the changes to take effect.

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New Here ,
Jul 14, 2022 Jul 14, 2022

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Hi Souvik

I'm afraid I still cannot find the files you are referring to, can you confirm these are for my version of DC

 

Another thing, would my issue be anything to do with Adobe Flash Player withdrawal, perhaps and uninstall glitch?

Mike

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New Here ,
Jul 23, 2022 Jul 23, 2022

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Any help appreciated Souvik

 

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Adobe Employee ,
Jul 25, 2022 Jul 25, 2022

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@mike25043573s1r2 Hi,

 

Sorry for the delayed response. 

 

Please refer to the below link to get a step by step information about resetting preferences on Acrobat:

How to reset Acrobat Preference settings to defaul... 

 

Let me know if it helps.

 

Thanks,

Souvik.

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LEGEND ,
Jul 25, 2022 Jul 25, 2022

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LATEST

Don't use Search. Really, it's a disaster waiting to happen, and it probably won't find the right folder anyway. Don't guess. You know where to look for the files - it tells you - so go right there. In Finder use Go > Go to folder. Type

(or better, copy/paste) ~/Library/Preferences

exactly as shown including the first ~. 

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