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Acrobat Reader DC Crashing in macOS Sierra

Forum|Forum|8 years ago
April 22, 2017
6 replies
20534 views

When I open Adobe Acrobat Reader DC in macOS Sierra 10.12.4 it crashes after a few seconds. The whirling beachball of terror appears, and I have to Force Quit the application. I have uninstalled the program manually and reinstalled it, but it still crashes. Is there a way to fix this?

macos sierra crashing

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Correct answer marcg12

Shivam,

The Cleaner Tool cleaned up the Reader...and unfortunately some Lightroom components as well. After rebooting I reinstalled Reader (from your link) and Lightroom. Everything seems to working now.

Thank you so much!!

Marc

marcg12

Participant

I am having the pinwheel of death problem too. I deleted and reinstalled Reader and it still crashes. Why are we still having this problem? Please update the software to fix this!!!!!

Adorobat

Community Manager

Hi Marcg,

Could you try removing reader using cleaner tool: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs , reboot the machine, reinstall Reader from here: Adobe - Adobe Acrobat Reader DC Distribution , reboot the machine and check.

Thanks,

Shivam

marcg12Correct answer

Participant

Shivam,

The Cleaner Tool cleaned up the Reader...and unfortunately some Lightroom components as well. After rebooting I reinstalled Reader (from your link) and Lightroom. Everything seems to working now.

Thank you so much!!

Marc

L

LarryWillis

Participating Frequently

As a matter of update.... I'm now running Adobe Pro DC Release 2017 Version 2017.012.20098, while I'm not exactly sure what triggered it. ... I uninstalled all of the previous versions of Adobe and went back Adobe Pro Release 2015 then updated the app using Creative Cloud. Seems simple enough but I tried that several times before and it didn't work my speculations is that disabling the extensions, uninstalling Adobe Pro DC then reinstalling resolved the issue.

U

unrealsimon

Known Participant

Hi Larry, I'm having the same issue (also on a Mac Pro (Late 2013), how did you get the 2015 version, the CC installer no longer shows an older version?

L

LarryWillis

Participating Frequently

Fortunately I kept the installer of the older version. You can download the older version as well but you'll need the serial number Download Pro or Standard versions of Acrobat DC, 2017, XI, or X

Adorobat

Community Manager

Could you please try disabling "Extensions" and reboot the machine to check if that resolves the issue.

1- To disable extensions > click on the Apple icon in the top-left corner of the screen > System preferences

2- Click Extensions > uncheck the box next to the extension to disable it.

3- Reboot the machine and launch Reader/ Acrobat.

Below is the screenshot of the Extensions tab on Mac:

-Shivam

L

LarryWillis

Participating Frequently

Still not working, consistently still crashes on my Mac Pro (Late 2013) but no problems on my MacBook Pro (Retina, 15-inch, Mid 2015). None of the other CC2017 give me any issues (Dreamweaver, InDesign, Photoshop)... I still have Adobe Reader 9 installed. I removed the older version of Pro I was running thinking that was the issue I guess I'm going to have to go back to that version for now.

L

LarryWillis

Participating Frequently

I've gone back to the 2015 release for now.

L

LarryWillis

Participating Frequently

I'm having the same issue with Acrobat DC Sierra 10.12.6 MacPro. I uninstalled rebooted the system and then did a reinstall and same issue. Wild!

J

jf50996583

Participant

I am having the same problem, have done troubleshooting, and cannot resolve the problem. I downloaded Acrobat Reader and tried to use that, but now am getting the same "hang" error in Reader as well. I've copied the error message I'm getting below. Please help!! Thank you!

Date/Time: 2017-08-29 17:20:14 -0500

OS Version: Mac OS X 10.12.6 (Build 16G29)

Architecture: x86_64h

Report Version: 25

Data Source: Stackshots

Command: AdobeAcrobat

Path: /Applications/Adobe Acrobat 2015/Adobe Acrobat.app/Contents/MacOS/AdobeAcrobat

Version: 15.006.30355 (15.006.30355)

Parent: launchd [1]

PID: 1131

Event: hang

Duration: 6.40s (process was unresponsive for 7 seconds before sampling)

Steps: 64 (100ms sampling interval)

Hardware model: MacBookPro11,5

Active cpus: 8

Fan speed: 2986 rpm

Adorobat

Community Manager

Hi Jf,

It seems you have Adobe Acrobat installed on the machine, could you please try resetting preferences to their default settings and see if that works?

Steps are given here: How to reset Acrobat Preference settings to default.

Reboot the machine and try launching Acrobat again.

Thanks,

Shivam

J

jf50996583

Participant

Hi Shivam,

I tried what you suggested, but unfortunately, that did not work. Can you please assist?

Thanks.

Adorobat

Community Manager

Hi williamg60611,

Could you please try troubleshooting steps given in the link below?

Troubleshoot Mac OS 10.x system errors, freezes | Adobe software

Please confirm the version of Reader DC installed on the machine.

You may refer this link to do so: Identify the product and its version for Acrobat and Reader DC

Awaiting your response.

Shivam

W

williamg60611Author

Participant

Shivam,

I am running Adobe Acrobat Reader DC 17.009.20044 on macOS 10.12.4.

My system meets the requirements of the program.

I’ve reinstalled macOS from the App Store, and I reinstalled Adobe Acrobat Reader DC twice yesterday.

My system does have a preference file:

/Users/[user name]/Library/Preferences/Adobe Settings/Adobe Prefs.psp

I don’t have the skill or knowledge to troubleshoot beyond that.

I’d be glad to set up an appointment for assistance.

Onward,

Bill Greaves

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