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Choosing "About Adobe Acrobat Reader DC" crashes the app

New Here ,
Mar 22, 2020

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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?

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Crash or freeze, Mac

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Choosing "About Adobe Acrobat Reader DC" crashes the app

New Here ,
Mar 22, 2020

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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?

Topics

Crash or freeze, Mac

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758

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Mar 22, 2020 0
Adobe Employee ,
Mar 24, 2020

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Hi,

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 ajain@adobe.com

Thanks
Ayush Jain

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Mar 24, 2020 0
New Here ,
Apr 02, 2020

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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.

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Apr 02, 2020 0
Adobe Employee ,
Apr 15, 2020

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Hi there 

 

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. 

 

Regards

Amal

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Apr 15, 2020 0
Adobe Community Professional ,
Apr 15, 2020

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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:

https://community.adobe.com/t5/acrobat-reader/latest-version-of-acrobat-reader-dc-crashes-just-doing...

 

I have reported it here:

https://community.adobe.com/t5/acrobat/choosing-about-acrobat-mac-hangs-acrobat-reder-and-dc/m-p/109...

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Apr 15, 2020 0
Adobe Employee ,
May 20, 2020

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Hi there

 

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

 

Regards

Amal

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May 20, 2020 0
Adobe Community Professional ,
May 20, 2020

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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!!

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May 20, 2020 0
New Here ,
May 21, 2020

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Hi Amal,

 

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.

 

Best,

Peter

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May 21, 2020 0
Adobe Community Professional ,
May 22, 2020

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Yes, same here still...

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May 22, 2020 0
Adobe Employee ,
May 29, 2020

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Hi there

 

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

 

Regards

Amal

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May 29, 2020 0
New Here ,
May 31, 2020

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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.

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May 31, 2020 0
Adobe Community Professional ,
Jun 01, 2020

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Same here, wanted to check and... hangs! Still the same.

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Jun 01, 2020 0
New Here ,
Jun 02, 2020

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same problem here on MacOS 10.15.5

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Jun 02, 2020 0
Adobe Employee ,
Jun 18, 2020

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Hi all 

 

We are soory to keep you waiting.

 

Please try the following steps and see if that helps.

 

  1. Remove the application using the Acrobat Cleaner Tool https://labs.adobe.com/downloads/acrobatcleaner.html
  2. Reboot the computer
  3. Reinstall the application using the link https://helpx.adobe.com/in/download-install/kb/acrobat-downloads.html

 

Let us know how it goes

 

Regards

Amal

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Jun 18, 2020 0
Adobe Community Professional ,
Jun 18, 2020

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Amal, if you read back you would have known the OP (as well as myself) already tried all that.

It does NOT fix this.

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Jun 18, 2020 0
New Here ,
Jun 28, 2020

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For completeness: I tried the suggested method and it didn't had the anticipated effect.

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Jun 28, 2020 0
Adobe Employee ,
Jul 03, 2020

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Hi there

 

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.

 

Regards

Amal

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Jul 03, 2020 0
Adobe Community Professional ,
Jul 03, 2020

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>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...

 

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Jul 03, 2020 1