I'm on a Mac running Catalina 10.15.3. When I open the Adobe Acrobat Reader DC application, and then select the menu item Acrobat Reader -> About Adobe Acrobat Reader DC, it hangs for about 20 seconds and then simply crashes. I tried uninstalling the app, ran the Adobe app cleaner, and then reinstalled the latest app, but that does not resolve the problem.
Has anyone else encountered this, and if so, what was done to fix it?
Thanks for reaching out to us for your concerns.
When Acrobat DC crashes you, i would like you to kindly share the crash report that appears in the dialog (Acrobat DC quit unexpectedly) .
We will have those crash logs investigated on priority.
you can attach the crash report here or send it to me at email@example.com
Actually, it doesn't popup a dialog box with a crash report. Rather, it just shows the spinning beachball for while, and then eventually just disappears from the running application list / Activity Monitor.
We are sorry for the delay in response.
If the issue still persists, Please collect the crash logs as described in the help article (https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html) and share the logs with us for testing.
Please upload the logs to the document cloud (https://documentcloud.adobe.com/link/home/) generate the link and share it with us for testing.
I have exactly the same thing: Mac OS 10.15.4 (Catalina) and the latest version of DC.
It happens with me in Reader as well as in Pro: choosing About and the app hangs, have to force quit.
You are not alone. However the solution(s) mentioned here does NOT solve this! I have cleaned and re-installed: keeps happening. So it is not isolated to your or mine system and previous versions of DC did not have this problem.
Also another user mentioned the exact same problem:
I have reported it here:
A new update for Adobe Acrobat/Reader DC is now available v20.009.20063. Please update the application to the new version. Go to Help > Check for Updates. You may also download the patch manually from the link (https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html)and see if that helps.
Also, if you are using the dual monitor setup, please refer to the steps provided in the help article (https://helpx.adobe.com/acrobat/kb/dual-monitor-crash-windows.html)
Let us know how it goes
v20.009.20063 is what I have here, BUT I had to check the plist files in XCode to find out because... choosing About Acrobat to check... hangs/crashes Acrobat still on my Mac!
So NOT solved!!
I have downloaded and installed the latest update, but it still does not resolve the problem.
On a separate note, both of the links you provided link to a "page not found" errors (but the URL text seems to work). I do have dual montiors, but the second link refers to how to resolve this problem on a PC. Moreover, my problem has nothing to do with putting my Mac into "sleep mode" first. I simply open Adobe Acrobat Reader DC, select the "About Adobe Acrobat Reader DC" menu item, and then the application hangs and eventually crashes.
Yes, same here still...
We are sorry to hear that the issue still exists. A new version 20.009.20065 is now available. Please try updating the application and see if that makes any difference. Go to Help > Check for Updates.
Let us know how it goes
I did as suggested, but it just said "Adobe Acrobat Reader is already up to date." I went to double check what version I currently have and ... haha, you guessed it! I can't do that, because the app hung and then eventually crashed (after burning high CPU for about 30 seconds). So, not quite fixed yet.
Same here, wanted to check and... hangs! Still the same.
same problem here on MacOS 10.15.5
We are soory to keep you waiting.
Please try the following steps and see if that helps.
Let us know how it goes
Amal, if you read back you would have known the OP (as well as myself) already tried all that.
It does NOT fix this.
For completeness: I tried the suggested method and it didn't had the anticipated effect.
we are sorry to hear that the issue still persists. Please try to turn off the protected mode for testing and see if that mwkaes any difference. Go to Edit (Windows), Adobe Acrobat/Reader DC (Mac) > Preferences > Enhanced Security > Turn off the protected mode and uncheck the Enhanced Security > Click OK
Note : Please trurn on the security after testing.
You may also try to reset the prefrences to default as described here https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792... and see if that works.
If still doesnt work, please collect the logs as described in the help page https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html and share them with us for investigation.
>we are sorry to hear that the issue still persists. Please try to turn off the protected mode for testing and see if that mwkaes any difference. Go to Edit (Windows), Adobe Acrobat/Reader DC (Mac) > Preferences > Enhanced Security > Turn off the protected mode and uncheck the Enhanced Security > Click OK
Nope, does not change a thing, still hangs!
>You may also try to reset the prefrences to default as described here https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792... and see if that work
We tried that a thousend times before, not the answer (as you know by now)
>If still doesnt work, please collect the logs as described in the help page https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html and share them with us for investigation.
Done also many times. MANY times...