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davids62
davids62
Participant
September 8, 2020
Answered

Acrobat Pro Crashing on Public Beta of MacOS Big Sur

  • September 8, 2020
  • 6 replies
  • 6989 views

Hello,

Has anyone out there found a solution to their Acrobat Pro crashing when using it running on the new public beta of MacOS Big Sur?

 

Thanks,

 

Dave

    This topic has been closed for replies.
    Correct answer Dov Isaacs

    Dear Sir,

    I think you are totally missing the point.

    I am a professional as many of the other Acrobat users logged at this community, not a jerk or a hacker or so. I am fully aware of the consequences of installing a beta version. 
    Nevertheless you have to take in account that beta versions are not an exclusive of developers or specialist since long time. They are available to early adopters, hence normal users with a attitude to experiment new user experiences.

    The vast majority of the software developers have clearly understood the potential of this user segment to debug early releases of their software. These companies align their release plan with the OS. They play the same game as Apple does to provide a mature official release.

    these applications are not 100% functional, but they ensure users will still preserve their experience within latest OS release.

    In this case it seems like Adobe is coming from the other side of the universe, ignoring all this trends and pretending not to give a minimum explanation about their software not matching latest OS. There is no beta version available for Acrobat users and official version is regularly crashing a few seconds after the launch.

    Nevertheless it's either to say that Adobe monthly fee is coming on a regular basis despite this software is not compliant with the latest OS. 

    Ignoring this scenario is the worst decision this respectful company could do.

    I do not agree with your point of considering this space only for short technical comments.

    I use Acrobat many times a day and this is crashing since months without having a minimum support or explanation from Adobe side. Is it a fault of Apple? I don't know. How do you know? They keep their line "don't use beta versions" while the reality is a totally different one.

    I am really concerned. Big money, no support.


    @PTLM,

     

    On behalf of Adobe Acrobat Engineering …

     

    No one is calling you “a jerk or a hacker.” On the other hand, neither MacOS nor Windows beta / developer releases are meant for “early adopters.” That is certainly not a message even hinted at by either Apple or Microsoft.

     

    Regrettably, the landscape for computer operating system development has dramatically changed over the years. Many years ago, when I personally managed an operating system development group, the most important cardinal rule was that anything we changed or augmented in the operating system could not do anything to prevent existing applications from properly running as they did under previous operating system versions. That rule was very strictly enforced. And operating system vendors worked closely with application developers to ascertain that such compatibility was maintained before any so-called beta or preview releases were provided to anyone in the general public. That is obviously not the case today. Specifically in the case of MacOS 11, Apple should not be releasing “public beta” OS versions for which there are quite a few major compatibilty bugs in the operating system itself.

     

    To be very clear, Adobe in general and the Acrobat engineering group in particular has been thoroughly and continuously testing our products with builds of MacOS 10.16 since the first private developer releases were made available to us.

     

    Even this far along in the process, there are a good number of MacOS bugs affecting Acrobat and other Adobe applications that remain to be fixed by Apple. (I've seen the list with Apple bug numbers on same … and it is sizable!) We are in continuous communication with Apple over these issues and progress being made to address them. There is nothing that Adobe can do to fix these operating system / application incompatibility issues ourselves beyond reporting the issues to Apple, discussing same with Apple, and testing fixes from Apple in the next MacOS build (most such builds are not sent to the public). And as has been reported by others in this thread, some of the problems have been resolved in subsequent MacOS 11 beta releases.

     

    The bottom line is that it is your personal choice to use operating system beta / developer releases in a production environment. But since these OS versions are not blessed for compatibility by the operating system developer much as less the application developer, you are in uncharted waters and should not expect and certainly not demand support from the application software developer (whether Adobe, Microsoft, or other application developers).

     

    6 replies

    T
    TomSondergeld
    Participant
    September 23, 2020

    Apple sent a Sierra update last night. I has fixed the issues with Acrobat for me.  Update now! 

    S
    Sharon5D70
    Participant
    September 21, 2020

    We KNOW "macOS 11 is in Beta" - stating that is not helpful.  what would be helpful is WHAT we can do, What YOU are doing - keeping your customers informed should be foremost in your responses, not CYA.

    S
    Steve K Walker
    Inspiring
    September 23, 2020

    Love the anger.
    You are wrong of course.
    Beta software clearly states that it should not be used on a production machine.

    You only have yourself to blame.
    Adobe has no obligation to support the beta version of the macOS.  

    Don't forget that the problem may be with something in the Apple software — and it may have nothing to do with Adobe.

    Next time don't load a BETA on a production machine. It's there for testing — many unexpected things can happen — and that's the whole point. Finding bugs is part of the process and why the BETA software is released ahead of time. Problems. and bugs will be encountered.

    The big question is : Why did you install Big Sur?

      S
      Sharon5D70
      Participant
      September 23, 2020

      can't find my roll my eyes emoji fast enough - sorry about that

      P
      PTLM
      Participant
      September 18, 2020

      Dear Akanchha,

       

      I understand that users based on Big Sur beta version may not expect to have a fully debugged Adobe suite, nevertheless you may seriously reflect on the fact that first Big Sur beta was released two months ago and since then Acrobat DC have permanently stopped working.
      In the meanwhile users are regularly paying a monthly fee despite a discontinued service.
      There are many other APPS and services that migrated to Big Sur in the meanwhile without major issues.

      The fact that Acrobat DC is still crashing a few seconds after it has been launched is totally unacceptable from my standpoint!

        S
        Steve K Walker
        Inspiring
        September 23, 2020

        Don't forget that the macOS is the Beta software here.
        The problem may be with Apple and not Adobe.
        You should report the problem via Apple's Beta programme as that is the whole point to them releasing the beta publicly.

        You are ranting at the wrong company.

        Amal.
        Community Manager
        Amal.Community Manager
        Community Manager
        September 9, 2020

        Hi there

         

        ++ Adding to the correct suggestion by Akki_24

         

        You may also look at the help page Acrobat and macOS 11 Big Sur compatibility  for more information.

         

        Regards

        Amal

        G
        Goran5EAD
        Participant
        September 15, 2020

        The application doesn't work even in the slightest - as soon as you click anything it crashes.  Can you at least share a pre-release build or beta for BigSur users to test -- a partially buggy app is much better than one that doesn't work at all.

          P
          planetf1
          Known Participant
          September 17, 2020

          Agree. disappointing. I thought I'd try DC Pro as I had some forms to do. I can run on windows, and of course

          understand I'm running as a beta, but as a software engineer that's often the way.. so I look to use companies and software where they are more supportive and responsive to change.

          That's actually influenced other lifestyle choices, like which bank I use - it will be in part down to how quickly they support betas - really. And that means £££. My own persective is many companies are now realising that they need to adopt more quickly.. this is good. 

          Sad we don't get any explanation, a workaround, or at least something other than 'no'.


            AkanchhaS8194121
            AkanchhaS8194121
            Legend
            September 8, 2020

            Hi All,

             

            As macOS 11 is in Beta, it is not fully supported by Acrobat DC and Acrobat Reader DC.  Some workflows for the current version of Adobe Acrobat and Acrobat Reader software may not work as expected on macOS 11.

             

            Adobe engineering team is working with Apple to ensure full support of macOS 11 Big Sur as soon as it is released.

             

            Thanks,

            Akanchha 

              D
              default27f963p2rvn2
              Participant
              September 8, 2020

              I have had the same issue but have not found a solution. Following in hopes that Adobe sees this and fixes it.

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