macOS Acrobat Pro DC Build: 18.11.20035.264580 Crashing

[PhilGreenway]

Hi,

We have a user with Acrobat Pro DC Build: 18.11.20035.264580 that crashes constantly. Is there a fix for this?

Cheers,

Phil Greenway

Senior Systems Support Officer

[EnterpriseHelp]

The question is a tad vague. We'd need environment details, what workflow is in play during the crash, and logs, etc.

[PhilGreenway]

Sure I can get some more details from the user. It's a MacBook Pro (2017) running Sierra 10.12.6. Just waiting for him to come in today, so I can grab some logs.

[PhilGreenway]

User replied with "It crashes when I'm adding new documents to the tabs and even when only one document is open and I attempt to print. I gave up sending them reports a long time ago"

[PhilGreenway]

May  9 16:40:17  AdobeAcrobat[4167]: Encoding = 0

May  9 16:49:16  AdobeAcrobat[4167]: assertion failed: 16G1314: libxpc.dylib + 74307 [BF896DF0-D8E9-31A8-A4B3-01BFEEE52]: 0x89

May 10 07:52:47  AdobeAcrobat[409]: AdobeCrashReporterInitialize: executionTime = 0.091350 seconds

May 10 07:52:47  AdobeCRDaemon[497]: Starting CRDaemon

May 10 07:52:58  com.apple.xpc.launchd[1] (com.adobe.ARM.de23d1e3aa2d00ce38d73f10fcbdc8dcaaaf6be989610710a1ddda77[556]): Could not find and/or execute program specified by service: 2: No such file or directory: /Applications/Adobe Acrobat XI Pro/Adobe Acrobat Pro.app/Contents/MacOS/Updater/Adobe Acrobat Updater Helper.app/Contents/MacOS/Adobe Acrobat Updater Helper

May 10 07:52:58  com.apple.xpc.launchd[1] (com.adobe.ARM.df0ab5bbe6f698196fcc21e3c1e66dcb758bd911f4d637272d9d8109[564]): Could not find and/or execute program specified by service: 2: No such file or directory: /Applications/Adobe Acrobat X Pro/Adobe Acrobat Pro.app/Contents/MacOS/Updater/Adobe Acrobat Updater Helper.app/Contents/MacOS/Adobe Acrobat Updater Helper

May 10 07:53:19  AdobeAcrobat[409]: ARM Framework Log: Starting updater process for product with registration plist com.adobe.acrobat.dc

May 10 07:53:20  AdobeAcrobat[409]: ARM Framework Log: The Updater application has been verified

May 10 07:53:20  AdobeAcrobat[409]: ARM Framework Log: Checking updates for the product

May 10 07:53:20  AdobeAcrobat[409]: The return code after checking for updates is 1

May 10 07:53:20  AdobeAcrobat[409]: ARM Framework Log: Starting updater process for product with registration plist com.adobe.acrobat.dc

May 10 07:53:20  AdobeAcrobat[409]: ARM Framework Log: The Updater application has been verified

May 10 07:53:20  AdobeAcrobat[409]: ARM Framework Log: Checking updates for the product

May 10 07:53:20  AdobeAcrobat[409]: ARM Framework Log: ARM Helper exit with status 0

May 10 07:53:20  AdobeAcrobat[409]: ARM Framework Log: Check for updates has been completed. The status returned is 0

May 10 12:18:28  AdobeAcrobat[409]: Encoding = 0

May 10 15:07:55  com.apple.xpc.launchd[1] (com.apple.xpc.launchd.oneshot.0x10000003.AdobeAcrobat[409]): Service exited due to signal: Terminated: 15 sent by loginwindow[109]

May 10 15:07:56  AdobeCRDaemon[497]: Found Non empty list in getCrashWindowId thus processing further

May 10 15:07:56  AdobeCRDaemon[497]:  WindowId before Returning from GetCrashWindowId : (null)

May 10 15:07:59  AdobeCRDaemon[497]: Found Non empty list in getCrashWindowId thus processing further

May 10 15:07:59  AdobeCRDaemon[497]:  WindowId before Returning from GetCrashWindowId : (null)

May 10 15:08:00  AdobeCRDaemon[497]: File Directory used for checking the value /Users/uqcreids/Library/Logs/Adobe

May 10 15:08:00  AdobeAcrobat[4225]: AdobeCrashReporterInitialize: executionTime = 0.002226 seconds

May 10 15:08:00  AdobeCRDaemon[4228]: Starting CRDaemon

May 10 15:08:01  AdobeAcrobat[4225]: Encoding = 0

May 10 15:08:01  AdobeCRDaemon[497]: File Directory used for checking the value /Users/uqcreids/Library/Logs/Adobe

May 10 15:08:33  AdobeAcrobat[4225]: ARM Framework Log: Starting updater process for product with registration plist com.adobe.acrobat.dc

May 10 15:08:34  AdobeAcrobat[4225]: ARM Framework Log: The Updater application has been verified

May 10 15:08:34  AdobeAcrobat[4225]: ARM Framework Log: Checking updates for the product

May 10 15:08:34  AdobeAcrobat[4225]: The return code after checking for updates is 1

May 10 15:08:34  AdobeAcrobat[4225]: ARM Framework Log: Starting updater process for product with registration plist com.adobe.acrobat.dc

May 10 15:08:34  AdobeAcrobat[4225]: ARM Framework Log: The Updater application has been verified

May 10 15:08:34  AdobeAcrobat[4225]: ARM Framework Log: Checking updates for the product

May 10 15:08:34  AdobeAcrobat[4225]: ARM Framework Log: ARM Helper exit with status 0

May 10 15:08:34  AdobeAcrobat[4225]: ARM Framework Log: Check for updates has been completed. The status returned is 0

May 10 15:09:37  com.apple.xpc.launchd[1] (com.apple.xpc.launchd.oneshot.0x1000000e.AdobeAcrobat[4225]): Service exited due to signal: Terminated: 15 sent by loginwindow[109]

May 10 15:09:37  AdobeCRDaemon[4228]: Found Non empty list in getCrashWindowId thus processing further

May 10 15:09:37  AdobeCRDaemon[4228]:  WindowId before Returning from GetCrashWindowId : 2207

May 10 15:09:38  AdobeCRDaemon[4228]: File Directory used for checking the value /Users/uqcreids/Library/Logs/Adobe

May 10 15:09:42  AdobeAcrobat[4253]: AdobeCrashReporterInitialize: executionTime = 0.001225 seconds

May 10 15:09:42  AdobeCRDaemon[4255]: Starting CRDaemon

May 10 15:09:42  AdobeAcrobat[4253]: Encoding = 0

May 10 15:09:42  AdobeCRDaemon[4228]: File Directory used for checking the value /Users/uqcreids/Library/Logs/Adobe

May 10 15:10:15  AdobeAcrobat[4253]: ARM Framework Log: Starting updater process for product with registration plist com.adobe.acrobat.dc

May 10 15:10:15  AdobeAcrobat[4253]: ARM Framework Log: The Updater application has been verified

May 10 15:10:15  AdobeAcrobat[4253]: ARM Framework Log: Checking updates for the product

May 10 15:10:15  AdobeAcrobat[4253]: The return code after checking for updates is 1

May 10 15:10:15  AdobeAcrobat[4253]: ARM Framework Log: Starting updater process for product with registration plist com.adobe.acrobat.dc

May 10 15:10:16  AdobeAcrobat[4253]: ARM Framework Log: The Updater application has been verified

May 10 15:10:16  AdobeAcrobat[4253]: ARM Framework Log: Checking updates for the product

May 10 15:10:16  AdobeAcrobat[4253]: ARM Framework Log: ARM Helper exit with status 0

May 10 15:10:16  AdobeAcrobat[4253]: ARM Framework Log: Check for updates has been completed. The status returned is 0

May 10 15:13:21  com.apple.xpc.launchd[1] (com.apple.xpc.launchd.oneshot.0x1000000f.AdobeAcrobat[4253]): Service exited due to signal: Terminated: 15 sent by Dock[437]

May 10 15:13:22  AdobeCRDaemon[4255]: Found Non empty list in getCrashWindowId thus processing further

May 10 15:13:22  AdobeCRDaemon[4255]:  WindowId before Returning from GetCrashWindowId : 2320

May 10 15:13:23  AdobeCRDaemon[4255]: File Directory used for checking the value /Users/uqcreids/Library/Logs/Adobe

May 10 15:13:24  AdobeCRDaemon[4255]: File Directory used for checking the value /Users/uqcreids/Library/Logs/Adobe

May 10 15:18:40  AdobeAcrobat[4343]: AdobeCrashReporterInitialize: executionTime = 0.001241 seconds

May 10 15:18:40  AdobeCRDaemon[4346]: Starting CRDaemon

May 10 15:19:12  AdobeAcrobat[4343]: ARM Framework Log: Starting updater process for product with registration plist com.adobe.acrobat.dc

May 10 15:19:13  AdobeAcrobat[4343]: ARM Framework Log: The Updater application has been verified

May 10 15:19:13  AdobeAcrobat[4343]: ARM Framework Log: Checking updates for the product

May 10 15:19:13  AdobeAcrobat[4343]: The return code after checking for updates is 1

May 10 15:19:13  AdobeAcrobat[4343]: ARM Framework Log: Starting updater process for product with registration plist com.adobe.acrobat.dc

May 10 15:19:13  AdobeAcrobat[4343]: ARM Framework Log: The Updater application has been verified

May 10 15:19:13  AdobeAcrobat[4343]: ARM Framework Log: Checking updates for the product

May 10 15:19:14  AdobeAcrobat[4343]: ARM Framework Log: ARM Helper exit with status 0

May 10 15:19:14  AdobeAcrobat[4343]: ARM Framework Log: Check for updates has been completed. The status returned is 0

May 10 15:19:50  AdobeCRDaemon[4346]: Found Non empty list in getCrashWindowId thus processing further

May 10 15:19:50  AdobeCRDaemon[4346]:  WindowId before Returning from GetCrashWindowId : (null)

May 10 15:19:53  AdobeCRDaemon[4346]: Found Non empty list in getCrashWindowId thus processing further

May 10 15:19:53  AdobeCRDaemon[4346]:  WindowId before Returning from GetCrashWindowId : (null)

May 10 15:19:54  AdobeCRDaemon[4346]: File Directory used for checking the value /Users/uqcreids/Library/Logs/Adobe

May 10 16:39:25  AdobeAcrobat[5233]: AdobeCrashReporterInitialize: executionTime = 0.014116 seconds

May 10 16:39:25  AdobeCRDaemon[5235]: Starting CRDaemon

May 10 16:39:25  AdobeAcrobat[5233]: Encoding = 0

May 10 16:39:45  AdobeAcrobat[5233]: assertion failed: 16G1314: libxpc.dylib + 74307 [BF896DF0-D8E9-31A8-A4B3-01BFEEE52]: 0x89

May 10 16:39:58  AdobeAcrobat[5233]: ARM Framework Log: Starting updater process for product with registration plist com.adobe.acrobat.dc

May 10 16:39:58  AdobeAcrobat[5233]: ARM Framework Log: The Updater application has been verified

May 10 16:39:58  AdobeAcrobat[5233]: ARM Framework Log: Checking updates for the product

May 10 16:39:58  AdobeAcrobat[5233]: The return code after checking for updates is 1

May 10 16:39:58  AdobeAcrobat[5233]: ARM Framework Log: Starting updater process for product with registration plist com.adobe.acrobat.dc

May 10 16:39:58  AdobeAcrobat[5233]: ARM Framework Log: The Updater application has been verified

May 10 16:39:58  AdobeAcrobat[5233]: ARM Framework Log: Checking updates for the product

May 10 16:39:59  AdobeAcrobat[5233]: ARM Framework Log: ARM Helper exit with status 0

May 10 16:39:59  AdobeAcrobat[5233]: ARM Framework Log: Check for updates has been completed. The status returned is 0

May 10 16:40:18  AdobeAcrobat[5233]: BUG in libdispatch client: kevent[EVFILT_MACHPORT] monitored resource vanished before the source cancel handler was invoked

May 10 16:41:45  AdobeCRDaemon[5235]: Found Non empty list in getCrashWindowId thus processing further

May 10 16:41:45  AdobeCRDaemon[5235]:  WindowId before Returning from GetCrashWindowId : (null)

May 10 16:41:48  AdobeCRDaemon[5235]: Found Non empty list in getCrashWindowId thus processing further

May 10 16:41:48  AdobeCRDaemon[5235]:  WindowId before Returning from GetCrashWindowId : (null)

May 10 16:41:49  AdobeCRDaemon[5235]: File Directory used for checking the value /Users/uqcreids/Library/Logs/Adobe

May 11 07:59:56  com.apple.xpc.launchd[1] (com.adobe.ARM.de23d1e3aa2d00ce38d73f10fcbdc8dcaaaf6be989610710a1ddda77[625]): Could not find and/or execute program specified by service: 2: No such file or directory: /Applications/Adobe Acrobat XI Pro/Adobe Acrobat Pro.app/Contents/MacOS/Updater/Adobe Acrobat Updater Helper.app/Contents/MacOS/Adobe Acrobat Updater Helper

May 11 07:59:56  com.apple.xpc.launchd[1] (com.adobe.ARM.df0ab5bbe6f698196fcc21e3c1e66dcb758bd911f4d637272d9d8109[634]): Could not find and/or execute program specified by service: 2: No such file or directory: /Applications/Adobe Acrobat X Pro/Adobe Acrobat Pro.app/Contents/MacOS/Updater/Adobe Acrobat Updater Helper.app/Contents/MacOS/Adobe Acrobat Updater Helper

May 11 08:41:43  AdobeAcrobat[1008]: AdobeCrashReporterInitialize: executionTime = 0.009099 seconds

May 11 08:41:43  AdobeCRDaemon[1011]: Starting CRDaemon

May 11 08:41:43  AdobeAcrobat[1008]: Encoding = 0

May 11 08:42:15  AdobeAcrobat[1008]: ARM Framework Log: Starting updater process for product with registration plist com.adobe.acrobat.dc

May 11 08:42:16  AdobeAcrobat[1008]: ARM Framework Log: The Updater application has been verified

May 11 08:42:16  AdobeAcrobat[1008]: ARM Framework Log: Checking updates for the product

May 11 08:42:16  AdobeAcrobat[1008]: The return code after checking for updates is 1

May 11 08:42:16  AdobeAcrobat[1008]: ARM Framework Log: Starting updater process for product with registration plist com.adobe.acrobat.dc

May 11 08:42:16  AdobeAcrobat[1008]: ARM Framework Log: The Updater application has been verified

May 11 08:42:16  AdobeAcrobat[1008]: ARM Framework Log: Checking updates for the product

May 11 08:42:16  AdobeAcrobat[1008]: ARM Framework Log: ARM Helper exit with status 0

May 11 08:42:16  AdobeAcrobat[1008]: ARM Framework Log: Check for updates has been completed. The status returned is 0

May 11 08:46:29  AdobeCRDaemon[1011]: Found Non empty list in getCrashWindowId thus processing further

May 11 08:46:29  AdobeCRDaemon[1011]:  WindowId before Returning from GetCrashWindowId : (null)

May 11 08:46:32  AdobeCRDaemon[1011]: Found Non empty list in getCrashWindowId thus processing further

May 11 08:46:32  AdobeCRDaemon[1011]:  WindowId before Returning from GetCrashWindowId : (null)

May 11 08:46:33  AdobeCRDaemon[1011]: File Directory used for checking the value /Users/uqcreids/Library/Logs/Adobe

May 11 09:12:29  AdobeAcrobat[1123]: AdobeCrashReporterInitialize: executionTime = 0.001478 seconds

May 11 09:12:29  AdobeCRDaemon[1125]: Starting CRDaemon

May 11 09:12:39  AdobeAcrobat[1123]: Encoding = 0

May 11 09:13:02  AdobeAcrobat[1123]: ARM Framework Log: Starting updater process for product with registration plist com.adobe.acrobat.dc

May 11 09:13:02  AdobeAcrobat[1123]: ARM Framework Log: The Updater application has been verified

May 11 09:13:02  AdobeAcrobat[1123]: ARM Framework Log: Checking updates for the product

May 11 09:13:02  AdobeAcrobat[1123]: The return code after checking for updates is 1

May 11 09:13:02  AdobeAcrobat[1123]: ARM Framework Log: Starting updater process for product with registration plist com.adobe.acrobat.dc

May 11 09:13:03  AdobeAcrobat[1123]: ARM Framework Log: The Updater application has been verified

May 11 09:13:03  AdobeAcrobat[1123]: ARM Framework Log: Checking updates for the product

May 11 09:13:03  AdobeAcrobat[1123]: ARM Framework Log: ARM Helper exit with status 0

May 11 09:13:03  AdobeAcrobat[1123]: ARM Framework Log: Check for updates has been completed. The status returned is 0

May 11 09:14:56  AdobeCRDaemon[1125]: Found Non empty list in getCrashWindowId thus processing further

May 11 09:14:56  AdobeCRDaemon[1125]:  WindowId before Returning from GetCrashWindowId : 958

May 11 09:14:57  AdobeCRDaemon[1125]: File Directory used for checking the value /Users/uqcreids/Library/Logs/Adobe

[EnterpriseHelp · Accepted solution]

It's possible you have an older machine with legacy product versions (e.g. ARM seems to be looking for Acrobat 10 and 11). Try uninstalling and cleaning the machine. Also, might want to run the acrocleaner after: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Then reinstall.

[Steve Cordero]

You may also want to update to

Version 2018.011.20038

Build: 18.11.20038.267465

AcrobatDCUpd1801120038.dmg

[PhilGreenway]

Haven't had any complaints from the user so far ... nice to get that Acrobat Cleanup tool. I usually only use the CC cleaner.