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Question

Acrobat Pro X Freezing Problem

Forum|Forum|10 years ago
January 27, 2016
5 replies
2276 views

First off, I just want to say how absolutely furious I am with Adobe's chat "support". Their communication is terrible, and their service is nothing sort of atrocious. They do nothing but continuously try to send you back to the forums. Two days in a row I have had to contact them, and two days in a row I have been let down.

On that note, I am having a terrible time with my Acrobat Pro. I'm using version 10.1.16 for Mac. I have created a form in Microsoft Word 2011, which I saved as a PDF, as I have done countless times in the past. Today however, after I choose the Edit function from the Forms section, it does the usual process of finding all the fields which allow for input. Once this has finished, I delete one of the text boxes and try to replace it with a dropdown menu. I will select dropdown, and position the box where I want it, and from there, the whole program just locks up. I cant do anything further except a Force Quit. I have attempted this countless times and even rebooted my system with no luck.

Is anyone else having this problem, or perhaps have a solution or any tips I could try? This is very frustrating.

This topic has been closed for replies.

Karl Heinz Kremer

Community Expert

Application freezes are very hard to debug and fix (as long as you are not a developer with access to the correct debug environment). Here are some general debugging tips from Adobe about application freezes on a Mac: https://helpx.adobe.com/x-productkb/global/troubleshoot-system-errors-freezes-mac.html

A

Anonymous

Hi

Would like to inform you that in root user we check whether is there any concern with the profile (permissions & ownership) or some thing wrong with the software. I will appreciate you to please check the behavior of the software in Root user account .

Regards,

Yatharth

Salmon GramAuthor

Known Participant

Again, I do not feel comfortable tampering within the user account, not do I still see how this has any effect whatsoever on the problem I am having. The problem is with Acrobat Pro itself, not on the user side. I am still able to use Photoshop, Illustrator, and InDesign without issue. I can assure you that nothing at all has changed with any permissions or ownership. In fact, prior to today when I completely reinstalled the CS6 suite (without issue), I couldn't even tell you the last time I even had (or did) an update or installed something on this Mac. The problem I am having started yesterday (January 27th).

If you have any other advice or recommendations on how or why Acrobat Pro completely locks up and freezes when I am trying to do nothing more than add a dropdown field to a form I want to make editable (something I have had absolutely no issue with prior to yesterday), I will gladly hear it, but I will not mess with and/or tamper with root user settings, that have never been touched or changed.

Salmon GramAuthor

Known Participant

Did you recently update your OS to El Capitan?

This Mac has been on El Capitan since day one at the end of September 2015.

I just ran Acrobat again to recreate the problem and look up the crash log. The program never actually crashes. It just freezes indefinitely. I let it sit today for the longest amount of time, which was 25+ minutes to see if it would eventually crash, but it never did. The other times prior, I only let them sit for around 5 minutes. All I can do when this happens is force quit out of it. When I right click on the dock icon to do this or open the Force Quit menu, it displays "Not Responding for the program.

There is nothing listed in regards to Acrobat listed. Here is a screenshot of my Console window immediately after doing the force quit:

To touch on khkremer's response, I looked over that link you recommended and these are the items I have done:

- update application (Acrobat had already been updated to the latest version. I use this program often, so I keep up with it and check for updates frequently, and update when available)

- I double checked the languages preferences just to be sure, and that is fine *side note, a lot of the links and pages that i'm sent or have looked at while doing my own research use screenshots that are captured on older versions of Mac OS and do not match the current OS. Some are minor changes, where others have different names or completely different layouts (in this instance, where the link directs you to Languages & Text, it is now called Languages & Region)

- Mac OS is up to date (10.11.3), with the most recent one being last week (after my problem with Acrobat had started).

- I am always logged in as the administrator, and it is the only user account on this.

- I have uninstalled Acrobat completely, and reinstalled it using my CS6 disc. When I still had the same problem afterwards, I completely uninstalled CS6, and did a fresh install from the disc. When I did this, I rebooted after both uninstalling and reinstalling the programs.

**To touch on updates and installations. Prior to updating my Mac OS last week, and then the uninstalling and reinstalling of Acrobat and CS6, these are the first updates or installations that had been done on this Mac in at least a couple weeks**

- I have repaired disk permission in disk utilities also

- I attempted to restore preferences in Acrobat. I do not know if this was successful or not however. Once I double clicked on the program, I immediately hold down CMD-Shift-Option and the program opens normally and quickly. Once I opened it, I also searched for Restore Preferences, which yielded no results. I also searched for just "restore" (minus quotes), as well as Reset Preferences just to be sure.

A few of the other ones listed I did not try or attempt, as they didn't seem relevant or related to my issue, given the page is troubleshooting for Adobe software in general, and not specific to Acrobat.

I hope this provides enough information for you.

A

Anonymous

Hi,

Please check with root user account & see what happen over there. Refer to this Article in enabling the root user :- https://support.apple.com/en-in/HT204012

Regards,

Yatharth

Salmon GramAuthor

Known Participant

I am not following how this pertains to my issue? There is only one user account on this Mac. I created a test one, which I have since deleted, just to test your recommendation of trying it on a different user. I don't see how adjusting these kind of user settings on the computer will cause or even affect me just trying to add a dropdown menu to a PDF document. I truly appreciate the help and advice you offered, but I would rather not start tampering with user accounts and the like over an Adobe issue.

A

Anonymous

Hi,

Please check with different user account & see what happens.Refer to this Article in creating new user account on MAC :- https://support.apple.com/kb/PH18891?locale=en_US

Regards,

Yatharth

Salmon GramAuthor

Known Participant

This did not work either.

A

Anonymous

Hi,

Please provide the exact dot version of acrobat pro installed on your system & also check whether is this happening with only one document or with all.Also check if there is any update available for Acrobat Pro after going through 'Help > check for updates' .

If it's happening with all the documents, try these solutions:-

** Restore Preferences:-

1.From finder,please navigate to Go >Go to folder > Library,from here under the preferences folder remove all the ".plist" files for acrobat .

2. Then from Go to folder > ~Library, from here under the preferences folder remove all the ".plist" files for acrobat .

Check with different user account as well & see what happens if its keep happening after restoring the preferences .

Regards,

Yatharth

Salmon GramAuthor

Known Participant

I am using Acrobat Pro 10.1.16 for Mac OS

There are no updates available when I check. This morning, I even completely uninstalled CS6, and reinstalled using my software disc. Once installed, prior to updating, I attempted this again, and again the program locked up. I then updated the program, tried again, and still no change. Program freezes, and I have to force quit out. This is happening with 2 forms I created. I built them in Word, and saved them as PDF files. Both yield the same results.

I tried your recommendation of removing all .plist files, and that did not work either. Program still locks up, and all I can do is force quit out

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