adobe crashes Mac book pro

Report · Feb 14, 2019

adobe crashes all the time with my Mac book pro . I tried deleting the adobe and reinstalling it no help. the app works at times then just crashes if I need to mail a pdf file.

Report · Feb 14, 2019

Hi Nickc,

Sorry to hear about the frustrating experience.

What version of Acrobat DC causing a crash issue for you? Please help us with the exact version of Acrobat and OS you are working on.

Open Acrobat>About Acrobat Identify the product and its version for Acrobat and Reader DC

& Click on Apple icon>About this Mac

From how long have you started experiencing crash issue with Acrobat DC? Have you installed the latest update released a day back? Or is there any changes that you made with your system?

If you are experiencing this issue with the version 2019.010.20069 then you may install the latest patch released in Feb version 2019.010.20091 and see if that makes a difference.

DC Release Notes — Release Notes for Acrobat DC Products

Help us with more details to understand the root cause of the problem.

Regards,

Akanchha

Report · Feb 15, 2019

hi Akanchha, thanks for your reply. this is the version I have of each. I just installed the latest one but the issues are still there with pdf files. I know I read online about 3rd party extensions settings that could cause this but I don't know how to set that up.

adobe 2019.010.20091

MacBook Pro is 10.14.3 version

these issues have been happening probably over a year on and off. please let me know if there anything else I could look at.

thanks

Nick

Report · Feb 18, 2019

Thanks for sharing the additional information Nick. We appreciate it!

Edited-

Would you please try few more further steps to understand the root cause of the problem? Here the steps are-

1- Navigate to the Adobe Reader's preferences and check the Sandbox Properties-

Choose Edit > Preferences.
In the Categories list on the left, select Security (Enhanced).
In the Sandbox Protections section, select or deselect Enable Protected Mode At Startup.
Enable Create Protected Mode Log File to record events. The changes take effect the next time you start the application.

2- You may enable "Root" account to run the application in that. Here are the steps how to enable root user- How to enable the root user on your Mac or change your root password - Apple Support

Regards,

Akanchha

Report · Feb 18, 2019

hi Akanchha, thanks for your response. i tried going to preferences/ categories list then security was enabled. I disabled it and in that screen adobe crashes and can't do anything else computer just thinks. I even restarted the computer and enabled it and tried again same problem.

what is the sandbox section I did not see it on that page as well.

thanks

Nick

Report · Feb 18, 2019

hi I also have a MacBook Pro. I don't have windows on my computer.

Report · Feb 18, 2019

Hey Nick,

Thanks for taking out time to perform troubleshooting steps.

Updated the troubleshooting steps to enable Root user in your Mac. Following the steps, you may please enable Root user and test the application's behavior in that.

Let us know if Acrobat still crashes.

-Akanchha