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Adobe Acrobat Reader DC won't stop crashing

New Here ,
Dec 01, 2018

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Ever since I updated the software, it crashes after little use. I'll be highlighting text or making comments, then the programme will just disappear. I'm a Mac user, version: OS Mojave 10.14. I've reinstalled the programme, yet it still crashes. Does anyone know how to help? or know of any good alternatives? I have a lot of assignments coming up so this is not ideal!

Sidenote: I also really hate how the comment bubble pops up after every highlight. I've done all the suggested fixes for this with no results!

Hi!

The new version of Acrobat and Reader DC is available, please install the latest patch from help menu>select check for updates, reboot the machine and check the functionality.

You may also download and install the latest patch from DC Release Notes — Release Notes for Acrobat DC Products

Thanks,

Anand Sri.

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Crash or freeze, General troubleshooting

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Adobe Acrobat Reader DC won't stop crashing

New Here ,
Dec 01, 2018

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Ever since I updated the software, it crashes after little use. I'll be highlighting text or making comments, then the programme will just disappear. I'm a Mac user, version: OS Mojave 10.14. I've reinstalled the programme, yet it still crashes. Does anyone know how to help? or know of any good alternatives? I have a lot of assignments coming up so this is not ideal!

Sidenote: I also really hate how the comment bubble pops up after every highlight. I've done all the suggested fixes for this with no results!

Hi!

The new version of Acrobat and Reader DC is available, please install the latest patch from help menu>select check for updates, reboot the machine and check the functionality.

You may also download and install the latest patch from DC Release Notes — Release Notes for Acrobat DC Products

Thanks,

Anand Sri.

Topics

Crash or freeze, General troubleshooting

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18.5K

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LEGEND ,
Dec 02, 2018

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Does this happen with one pdf or all PDFs? Where is the pdf you are working on located?  Local disk? Network disk? Synced folder use ng a program like Dropbox,, Box, or One Drive?

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Community Beginner ,
Dec 18, 2018

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The files are located on the server, local network afp://FI-001-FS0/Studio/…

With many PDFs, not just one particular.

macOS High Sierra Version 10.13.6

Adobe Acrobat Version 19.010.20064

I removed the application with Acrobat Uninstaller, reinstalled it, but the problem persists

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Community Beginner ,
Dec 18, 2018

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Process:               AdobeAcrobat [7388]

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

Identifier:            com.adobe.Acrobat.Pro

Version:               19.010.20064 (19.010.20064)

Code Type:             X86-64 (Native)

Parent Process:        ??? [1]

Responsible:           AdobeAcrobat [7388]

User ID:               299014781

Date/Time:             2018-12-18 14:01:54.877 +0000

OS Version:            Mac OS X 10.13.6 (17G4015)

Report Version:        12

Anonymous UUID:        57AED0F5-93F8-2BFB-DF16-4B09044C14B4

Sleep/Wake UUID:       40FFF97C-8D60-44AA-8560-8310C6B8570F

Time Awake Since Boot: 17000 seconds

Time Since Wake:       3000 seconds

System Integrity Protection: enabled

Crashed Thread:        0  Dispatch queue: com.apple.main-thread

Exception Type:        EXC_BAD_ACCESS (SIGSEGV)

Exception Codes:       EXC_I386_GPFLT

Exception Note:        EXC_CORPSE_NOTIFY

Termination Signal:    Segmentation fault: 11

Termination Reason:    Namespace SIGNAL, Code 0xb

Terminating Process:   exc handler [0]

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Adobe Employee ,
Dec 18, 2018

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Hello Skallagrimsson,

We're sorry for the trouble you had with Adobe Acrobat, please reboot the machine once and navigate to Adobe Reader's preferences from Edit>Preferences>Security(Enhanced)>Disable the 'Protected Mode at startup'>Click OK, restart the application and check.

Also, collect the log files of the machine, I have shared the steps to collect the log files by direct message, please check your email inbox and share the log files in the direct message only.

For testing purpose, please create a test user profile with full admin rights and install Adobe Reader from Adobe - Adobe Acrobat Reader DC Distribution and check the functionality.

Let us know how it goes and share your observation.

Thanks,

Anand Sri.

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Community Beginner ,
Dec 19, 2018

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Hello Anand,

My application is Adobe Acrobat DC:

Process:               AdobeAcrobat [7388]

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

Identifier:            com.adobe.Acrobat.Pro

Version:               19.010.20064 (19.010.20064)

The Preferences window does not have the «Protected Mode at startup»…

Screen Shot 2018-12-19 at 09.12.39.png

I will collect the log files today.

Thank you for your help!

Egils

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Adobe Employee ,
Dec 19, 2018

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Hi Eglis,

Thank you for sharing the log files. The issue has been reported to the Engineering team and they are working on a fix on high priority.

Will share an update as soon as the official patch is available.

Thanks for your time and patience on this.

Regards,

Anand Sri.

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New Here ,
Jan 04, 2019

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Can we get an update on this?

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Community Beginner ,
Jan 07, 2019

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HI Anand,

Any updates?

>>>>>> Will share an update as soon as the official patch is available.

Cheers,

Egils

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Adobe Employee ,
Jan 07, 2019

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Hello Brelanarchy,

I am sorry for the delayed response and inconvenience caused, a fix has been identified and undergoing internal validations. We will share an update as soon as it is publically available.

Thanks for your time and patience this far.

Regards,

Anand Sri.

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New Here ,
Jan 30, 2019

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Hello Anand,

My office is experiencing this same issue. Is a fix available yet?


Thanks!
Anna

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Community Beginner ,
Feb 06, 2019

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Hi Anand,

Any updates to tips how to fix this problem? annak11910577Brelanarchy

Cheers,

Egils

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New Here ,
Mar 02, 2019

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Hi Anand & Egils,

Any new developments?

    My Win 10 x64 1803/Acrobat Pro DC freezes every few lines when Hi-lighting whether I have the tool pinned or unpinned.  (It is making research and writing deadlines impossible!). Whether it is a file from my desktop or D Drive.  Whether it is a scan, editable scan conversion, URI capture and download as a pdf, or normal pdf it seems. and whether it is an Acrobat Chrome extension download or Fireshot download.

    I did the total removal of Acro Pro DC, reinstall, ran updates (none); etc.  No difference whether using the High Lighter from Edit Tools or Comment Tools palettes, by the way.  Please let me know if you come up with a patch or workaround.

Will be greatly appreciated,

Don

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Community Beginner ,
Mar 16, 2019

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Hello Anand,

Any updates for this old problem?

Cheers,

Egils

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New Here ,
Mar 17, 2019

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Sort of similar issue - every time i open a PDF it shows it for a second then asks me to sign in.  I do and then it crashes.  I have re downloaded and its still an issue.  i have disabled that security bit as mentioned above.  help

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New Here ,
Apr 02, 2019

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Hello,

Do we already have a sollution for this problem? I'm having the same problem at one of my Imacs in school?

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Adobe Employee ,
Apr 11, 2019

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Hi!

The new version of Acrobat and Reader DC is available, please install the latest patch from help menu>select check for updates, reboot the machine and check the functionality.

You may also download and install the latest patch from DC Release Notes — Release Notes for Acrobat DC Products

Thanks,

Anand Sri.

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New Here ,
Jun 11, 2019

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I confirm that the issue is not fixed in the latest version. Adobe reader crashes on an hourly basis, even at times that it is not the active window and I am not working with it.

Adobe reader version: 2019.012.20034

I've had this issue since MacOS High Sierra. The same issue after upgrading to MacOS Mojave. We are struggling with it for at least six months.

Is there any known quick fix for the problem? I re-installed Adobe Reader but the issue was not resolved. Maybe removing all Adobe reader files and doing a clean install may resolve the issue (does it?), but I don't know how to remove all the footprints of the Adobe Reader (e.g. preference files) on the system.

Hint for developers: The issue is apparently caused by some background tasks. It doesn't crash as a consequence of a user action. The only times that it crashes are either when I SWITCHBACK to the Adobe Reader window OR at the time that it is entirely in the background. Maybe it is caused by "auto-saving/recovery" or other automatic background processes.

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