Acrobat Pro Dc crashes when zooming on a Mac

[juliajacob]

I have been having difficulty zooming in and out using option+Scroll to zoom in PDFs on my Mac with macOS High Sierra. When this happens, the program will display the pinwheel and freeze until I force quit. I have tried uninstalling and reinstalling the application with no success. The same issue does not occur in the same app on windows. Any advice?

[AkanchhaS]

Hey there,

Looking at the description given above, it seems you have been experiencing this issue when running Acrobat DC on Mac OS. However, same thing (scroll to zoom) works smoothly on Windows machine. 

To understand better couple of things we'd like you to check once-

1- On Mac OS High Sierra are you using the latest version of Adobe Acrobat? Open Acrobat>Help>Check for update

2- Did you try zooming any other pdf? It could be a document specific issue, if not please check once.

3- For testing purpose, Navigate to Edit>Preferences>Security (Enhanced)>disable "Enhanced Security" and "Protected View">OK>Reboot Acrobat and reopen the document.

Any luck? 

Thanks,

Akanchha 

[mpkadobe]

I have exactly the same problem as JuliaJacob. I tried to uncheck Enhanced Security as Akanchha suggested but the program still freezes when I use my mouse scroll wheel to zoom in on a page.

It does not freeze when using the mouse scroll wheel to scroll through pages, not does it freeze if I click the + button to zoom. Only when using the mouse scroll wheel to zoom.

Any ideas how to fix this?

[Amal.]

Hi there

++ Adding to the discussion

Please try to update the application to the latest version 20.009.20065 and see if that makes any difference. Go to Help > Check for Updates.

Let us know how it goes

Regards

Amal

[mpkadobe]

Amal;

I do not remember updating to 2020.009.20065 (auto update?) but it turns out I am using that version now. The problem seems to have gone away at this point from what I can tell.

Thanks,

Marc

[jason5EF0]

hi amal,

i'm having the same issue with adobe acrobat pro DC version 2020.012.20048, running on mac OS 10.15.5.

almost every PDF file i zoom into freezes for at least 1 min. before i can do anything.

most of the time i have to force quit.  this is very frustrating esp. when screensharing in collaborative calls.

any possible fixes?

thanks much,

jason

[Amal.]

Hi Jason,

We are sorry for the delay in response. As the issue still persist with the latest version, please try the steps suggested in the help page https://helpx.adobe.com/in/x-productkb/global/troubleshoot-system-errors-freezes-mac.html and see if that helps.

Regards

Amal

[tweedesk22]

I am suddenly having the same type of issue and it's a real pain to deal with, and causing a lot of lost time .  When I try to zoom in greater than 67% viewing size, the PDF freezes and does all kinds of wierd things...  each time, I need to force quit and start over.  I have uninstalled and reinstalled Adobe Acrobat Pro and my Mac is up to date as far as the OS.  This is a big time waster...   hope a fix is available very soon.  I create PDFs for clients all the time and need to be able to zoom into very fine deals when workoing with them.  The wierd thing is this issue came out of nowhere -never a problem before. 

[Amal.]

Hi there,

We are sorry to hear that.

Collecting logs can be a helpful step in diagnosing and resolving the problems you're experiencing. Here are the instructions for collecting and sharing the required logs:

1. Adobe CC Logs: You can collect Adobe CC logs by following the steps provided in this guide: Adobe CC Log Collection Guide.

2. Crash/Freeze Logs (Adobe Acrobat): To collect logs for Adobe Acrobat crashes and freezes, please refer to Adobe Acrobat Log Collection Guide.

Once you've gathered the necessary logs, you can upload them to a cloud storage service of your choice for further investigation. Some popular options include Google Drive, Dropbox, or OneDrive. Here's a simple process to upload and share the logs:

1. Upload your log files to your chosen cloud storage.
2. Generate a shareable link for the uploaded files.
3. Share the generated link with us for further investigation.

If you have any questions or encounter any issues while collecting or sharing the logs, please don't hesitate to ask for further assistance.

Regards
Amal

[peterh87093920]

same issue here, when zooming in with either scrolling or using +/- keys acrobat gives the spinning wheel and crashes.
Using the latest update of Acrobat (2023.006.20360) on Mac OS Ventura. Hope for a quick fix from Adobe.

[Amal.]

Hi there

Please share the requested logs for further investigation.

~Amal

[tacleeds]

Having the same exact problem... on a MacBook Pro (16", 2021) running OS Monterey (12.7)... Acrobat is up to date.

[matthiasw22735622]

Same problem on my MacBook Pro 16", 2021, Mac OS 13.6.2. Not on every PDF Document.

[Amal.]

Hi there

We are sorry to hear that. However, to further investigate the issue we would require the crash logs as requested earlier. Please share the crash logs do we can isolate the issue for the fix.

~Amal

[matthiasw22735622]

Sorry, but I only can generate the process analysis file. For the spindump file i do not have the admin permissions. Perhaps this help? I also noticed that the "freezing" depends on the type of pdf file. For example: there are differences between pdfs with or without transparency / RGB or CMYK.

[Amal.]

Hi there ,

Please try to get in touch with the admin at your end to get the crash logs as requested also, share the sample PDF file and a small video recording of the issue for more clarity.

~Amal

[Mr. Bean]

Same problem here on different Mac OS systems (Ventura 13.5.2/Monterey 12.7.1). Using the latest update of Acrobat (2023.006.20380). Already shared the requested logs for further investigation.

[Amal.]

Hi @Mr. Bean 

Have you uploaded the logs to the log collector portal? If yes, please share the name of the uploaded file for identification.

~Amal

[alexandrep63705515]

Hello,

I encounter the same issue on MacOS Big Sur 11.7.10 (20G1427) - latest version supported by my iMac, using latest Acrobat version 23.008.20423. It happens when opening a file containing my archhitect's AutoCAD plan. This is extremely annoying.

[Amal.]

Hi @alexandrep63705515 

Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , and Crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html  and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards
Amal

[alexandrep63705515]

Hello,

Thanks for your follow-up. Icollected the Adobe CC and crash/freeze logs. Is there a a direct address through your support at which I can share the link?  

Thanks in advance.

[Amal.]

Hi there,

You may share the logs through the private message. Click on the envelope icon on the top right corner of this page to initiate the private message.

Thanks

Amal

[Michael35512083p9g7]

Same issue. Ever since the update when they made it look like crap they made it function like crap. Seems they have no desire to correct it. How do we just revert to a version that functioned correctly?

[Amal.]

Hi there

The new experience is an exciting step forward for Acrobat's future. But if it doesn’t suit your needs, you can still revert to the previous experience.  

Windows: Select the hamburger menu, and then choose Disable new Acrobat.  

macOS: Go to View > Disable new Acrobat.

For more info. please go through the help page https://helpx.adobe.com/acrobat/learn-new-acrobat.html

~Amal

[peterh87093920]

Disabling the new Acrobat is not working here on my macbook.. it makes acrobat crash all the time i try it.

This new arobat is so terrible slow and full of bugs, very disapointing.