Launching "tracker" for email based reviews, crashes Acrobat DC.

[SJStacy]

Using the email based review function in Acrobat DC, and whenever I launched the Tracker- it crashes the program. Running Creative Cloud on a MacBook Pro. OS 10.11.5.

[SJStacy]

I just finished speaking to a very nice and helpful man on the phone at Adobe-

Anyone else experiencing this issue just delete your preferences that have to do with this product-

should start with: com.adobe.Acropbat.Pro.plist

then restart-

[SJStacy]

So sad, but this only worked until I restarted my computer the next day.

This is still an issue- Anyone else out there have any ideas?

[MossArtDept]

I deleted two Acrobat Pro prefs, which included com.adobe.Acrobat.Pro.plist and com.adobe.Acrobat.Pro_10.0.plist. I then went into the tracker and cleared out my existing reviews (none were active and none were needed, which might not be the same for you).

I have a feeling this has to do with corrupt review files, or missing/deleted shared review files. It could also have to do with server connections (mine is a WebDav server and has many issues with authentication through the latest Acrobat DC software).

Thank you for posting though, it helped me out!

Fix Acrobat reliability Adobe! It's too useful to be broken/crashing all the time.

[SJStacy]

Yes, clearing out all the reviews is where I started.

I then found out still had my old system folder in my Home folder and deleted that. The crash report was showing another program also crashing- the Fiery- which is what we use as our printer-proofer- and I had that de-installed.

Thursday I had issues. And was all set to have them this morning, but for some reason it launched fine this morning.

We'll see.

[SJStacy]

I solved my problem.

While running Bridge- It also crashed and a pop up suggested I either upgrade my OS to 10.11.5- (I'm on 10.11.6) or uncheck the "Displays have separate Spaces" on the Mission Control Preference panel.

Started me to wonder if this might be the problem with Acrobat.

I unchecked it, and sure enough, Acrobat has been stable through several system shutdowns and restarts.

[MossArtDept]

Glad you're solved! Sadly My checkbox is not checked and I am on 10.11.6. Mine has returned after sending out new reviews.

[SJStacy]

Actually, it was only solved for a short while. It’s doing it again.

[SJStacy]

Mine's not solved either. The uncheck box worked for  a couple of days. Now the problem is back.

I'm just getting used to throwing out my preferences. It's annoying and I wish Adobe and Apple will work on this problem together.

[MossArtDept]

Hi again, I think I've solved my problem. First, I uninstalled all versions of Acrobat, using the base "Uninstall" application inside the folder as well as the "Adobe Creative Cloud Cleaner" tool available here:

Use the Creative Cloud Cleaner Tool to solve installation problems

I also manually deleted all the leftover folders from those programs (I had a few CS5, CS5.5, CS6, CC2014, and CC2015 apps leftover).

I found that (and this might be my specific case) the credentials used for accessing our Shared Review server (a remote public-access WebDav server) were wonky, so I went into Keychain Access (this is on a Mac) and made sure the link, login, and password were correct (they appeared not to be, as the link was truncated and the password looked like an extended hashed password).

I then signed out of Creative Cloud, restarted, and signed back in. I had to go through the Adobe Website to download the latest version of Acrobat Pro DC, as it was not showing up in my desktop Creative Cloud (the little cloud icon I usually use to interact with CC).

After installing, I restarted my machine, and opened Acrobat, clicker Tracker and it opened! (First time in a long time I've actually seen the tracker window). I rebooted a couple more times after checking to be sure it stuck. I was also able to access (after opening it) a review I'd sent out earlier this week, so that was really helpful..

SO all that said, it might be my specific use-case but maybe something in there will help you in your journey since obviously no one else (Adobe I'm looking at you) is interested in fixing this issue. Let me know if you need any clarity on anything said here.

[masters · Accepted solution]

I have found a workaround for the bug

Go il /Users/"yoyuser"/Library/com.adobe.Acrobat.Pro.plist

open it with Xcode or a text editor that can read binary file ( like textwrangler )

find the tag "AVTracher" under "window", remove it, save the preferences and restar Acrobat.

Never redimension the tracker windows and all work.

If you change the dimension of the tracker windows you are no more able to open it without delete the new measure in the preferences file.

[SJStacy]

I'm sorry for the late response, I didn't notice this posted until now. I've been trying all sorts of workarounds.

Like, not having the tracker and the Acrobat window on different monitors or screens- I thought that was the answer until it crashed two days ago. I tested your claim that it was the window resize- and it crashed every time. So that is the issue.

Though you would think Acrobat would fix that- Sometimes you need to resize it to either get it out of the way, or to look at the files being tracked at once.

Thank you for your comment, I'll not resize the window until we can find another method to review our pdf files.

Thanks!

[AshuMittal]

Hi all,

With our latest update released on Oct 11, 2016 - this issue has been fixed.

15.020.20039 Planned update, October 11, 2016 — Acrobat and Adobe Reader Release Notes 

Please apply the latest patch by visiting Help > Check for Updates from within the product.

Let us know how it goes.

Thanks,

-ashu