7 Replies Latest reply on Nov 1, 2017 5:08 PM by carogar7

    Adobe Acrobat DC 2017 Crashes 30 seconds after opening - mac OS Sierra

    marktru Level 1

      There are a ton of threads complaining about this same issue. I have not found a solution in any of them, as far as I can read. I'm going blind reading them, so I'm now going to ask directly. I am so disappointed that with all the threads on this, Adobe has not solved it yet, and in fact, every time an Adobe person engages in the thread, they act as if it is the first time they ever heard of the issue. And so all consideration of it starts at the beginning, even though that doesn't seem to have solved the problem for anyone -- so cut to the chase, stop wasting people's time.

       

      My Acrobat DC CC 2017, now at v. 17.009.20058, worked fine. Now it doesn't, it crashes every time I open it, crashing about 30 seconds after opening. It doesn't matter whether I even open anything in it, it crashes anyway, so its not a file that is causing it. Whether I try to do something or not, it crashes at about 30 seconds. It appears that something that goes on about 30 seconds after opening is the problem.

       

      I first noticed this problem 2-3 weeks ago. I had not used Acrobat since running Adobe CC 2017 updates at about the turn of August or early August, and around the same time updating my OS from macOS 10.12.5 to 10.12.6. I don't know if the problem started before or after those updates. After that, I cloned my main partition over to a second partition -- and the problem is on that second partition too, so it happened at the updates or before that, not since. I only installed Acrobat in early or mid May, and that August updating was the first time I updated since updating after the installation. So, whatever happened happened between the installation and that updating at about Aug. 1. Unfortunately, I do not know when I had last used Acrobat before that early August updating.

       

      I'm running macOS 10.12.16 on a Mac Mini (Late 2014) at 2.6 GHz Core i5 processor, 8 GB RAM, 1 TB HDD that tests as fine, passes SMART test.

       

      I have sent in at least a half dozen crash reports. The crash report is 30 pages long. I have seen so many long crash reports posted in the threads on this, I don't see any point in posting one here. However, I noted toward the top of mine a section identifying a problem, I think it must be THE problem:

       

      System Integrity Protection: enabled

      Crashed Thread:                0  Dispatch queue: com.apple.main-thread

      Exception Type:                EXC_BAD_ACCESS (SIGSEGV)
      Exception Codes:               KERN_INVALID_ADDRESS at 0x0000000000000000
      Exception Note:                EXC_CORPSE_NOTIFY

      Termination Signal:            Segmentation fault: 11
      Termination Reason:            Namespace SIGNAL, Code 0xb
      Terminating Process:           exc handler [0]

      VM Regions Near 0:
      -->

      That is identifying a crashed Thread: 0. I don't even find com.apple.main-thread on my hard drive, I did a search, and I also looked in Library/Preferences and in User/(name)/Library/Preferences.

       

      Deep down in that crash report, I found what must be the thread: 0 it is talking of, in Thread 16 -- none of the other threads through 16 show any issue:

       

      Thread 16:
      0   libsystem_pthread.dylib          0x00007fffaba9e070 start_wqthread + 0

      Thread 0 crashed with X86 Thread State (64-bit):
        rax: 0x0000000000000000  rbx: 0x0000600000867740  rcx: 0x0000000000000000  rdx: 0x0000000000000005
        rdi: 0x0000000000000000  rsi: 0x00000001098b6f7d  rbp: 0x00007fff580e40c0  rsp: 0x00007fff580e40c0
         r8: 0x0000000000000000   r9: 0x0000000000000230  r10: 0x07534943226f0071  r11: 0x00007fd0a58097a0
        r12: 0x07534943226f0071  r13: 0x00007fd0a45122f8  r14: 0x00007fd0a4496710  r15: 0x00006080008561d0
        rip: 0x00007fffaba93e00  rfl: 0x0000000000010293  cr2: 0x0000000000000000
       
      Logical CPU:     0
      Error Code:      0x00000004
      Trap Number:     14

       

      Thread 16 at line 0 seems to be the Crashed Thread: 0 it is referring to.

       

      I looked for libsystem_pthread.dylib. There doesn't seem to be any libsystem_pthread.dylib on my computer. It does have two libsystem_pthread.tbd files, but not of that name ending in .dylib.

       

      So, those parts of my crash report should say where the problem is, what is causing it. And I am informing that Acrobat crashes about 30 seconds after opening. What does Acrobat do about 30 seconds after opening -- that is where the problem is?

       

      I have already done pretty much all the troubleshooting you can tell me to do. Nothing solves this, nothing makes any difference.

       

      I have taken the preferences out of the preferences folders, both the main one in Library/Preferences and the ones in User/(name)/Preferences/Adobe -- I took out the ones Adobe listed to take out and some more too.

       

      I have done restarts.

       

      I have started the computer in Safe Mode.

       

      I have uninstalled and reinstalled Acrobat from a new download via the CC 2017 Adobe Creative Cloud desktop application. That took most of  day, a huge download -- Adobe could at least let us download the installer to our desktop so we can have it going forward to do this instead of having to do four+ hours of downloading all the time.

       

      I booted from another partition with a clone of my main partition, same problem.

       

      I tried deleting cache files at:

       

      Font caches:

      /users/yoursessionname/Library/Application Support/Adobe/Acrobat/version number, eg DC/AdobeCMapFnt17.lst and AdobeSysFnt15.lst and AdobeSysFnt17.lst and UserCache64.bin

       

      Application caches:

      /users/yoursessionname/Library/Caches/Acrobat/version number, eg DC/AcroFnt17.lst

       

      I have Validated all the fonts in Font Book categorized as "pdf fonts."  I also found all the Adobe fonts I could, 5-6 of them, and Validated them -- there might be more, but they are not readily identifiable, ans I have more than 1,000 fonts.

       

      I tried taking all my fonts A-K out of the Fonts folder, and tested. No difference. I put them back in and tried taking out L-Z, no difference. Yes, of course I restarted each time before testing.

       

      I tried creating a new user account, and then booting into that account. No difference.

       

      I went to my Time Machine backup and actually moved the oldest Acrobat application, from around July 20, from there to my main partition, and tested it. Same problem.

       

      So, Adobe, what is the problem, how can I -- and a ton of other people here -- fix it? I have given you a lot of info here. So have people in other threads. You can't just keep selling Acrobat and not solve this issue -- that would be criminal. So, considering all the people having this issue, and for how long back in time I see people complaining about it, and all this time and all this info given to you -- I think you better make this a high priority to fix and pronto. That this does not have a solution yet is unconscionable.

       

      Message was edited by: Mark Trujillo 9/7/17, to fix typos.

        • 1. Re: Adobe Acrobat DC 2017 Crashes 30 seconds after opening - mac OS Sierra
          marktru Level 1

          OK, for lack of any interest whatsoever from Adobe to this problem so far, here is my LATEST full crash report -- maybe you will respond to this. I note, it is bot the same as the one I previously excerpted from, Thread 16 is not showing anything special in this one. So, the issue might be variable. This issue has been in the threads for years now. This is unconscionable:

           

          Process:           AdobeAcrobat [2065]
          Path:              /Applications/Adobe Creative Cloud 2017/*/Adobe Acrobat.app/Contents/MacOS/AdobeAcrobat
          Identifier:        com.adobe.Acrobat.Pro
          Version:           17.009.20058 (17.009.20058)
          Code Type:         X86-64 (Native)
          Parent Process:    ??? [1]
          Responsible:       AdobeAcrobat [2065]
          User ID:           502

           

          Date/Time:         2017-09-09 14:12:49.754 -0700
          OS Version:        Mac OS X 10.12.6 (16G29)
          Report Version:    12
          Anonymous UUID:    513B18A7-E1F6-4E5F-8406-52C0042CE596

           

          Sleep/Wake UUID:   9B8C19BB-9351-4FE8-8DBF-E2AE4AF3D843

           

          Time Awake Since Boot: 9500 seconds

          Time Since Wake:   3000 seconds

           

          System Integrity Protection: enabled

           

          Crashed Thread:    0  Dispatch queue: com.apple.main-thread

           

          Exception Type:    EXC_BAD_ACCESS (SIGSEGV)
          Exception Codes:   KERN_INVALID_ADDRESS at 0x0000000000000000
          Exception Note:    EXC_CORPSE_NOTIFY

           

          Termination Signal:Segmentation fault: 11
          Termination Reason:Namespace SIGNAL, Code 0xb

          Terminating Process:   exc handler [0]

           

          VM Regions Near 0:

          -->

          __TEXT             0000000101c38000-0000000101c39000 [4K] r-x/rwx SM=COW  /Applications/Adobe Creative Cloud 2017/*/Adobe Acrobat.app/Contents/MacOS/AdobeAcrobat

           

          Thread 0 Crashed:: Dispatch queue: com.apple.main-thread

          0   libsystem_platform.dylib 0x00007fffa6492e00 _platform_strncmp + 320
          1   com.adobe.Acrobat.framework  0x0000000102738668 0x101c3d000 + 11515496
          2   com.adobe.Acrobat.framework  0x000000010271a945 0x101c3d000 + 11393349
          3   com.adobe.Acrobat.framework  0x0000000102e22c99 0x101c3d000 + 18767001
          4   com.adobe.Acrobat.framework  0x00000001035bcf29 0x101c3d000 + 26738473
          5   com.adobe.Acrobat.framework  0x00000001035bc95e 0x101c3d000 + 26736990
          6   com.adobe.Acrobat.framework  0x00000001035bcabc 0x101c3d000 + 26737340
          7   com.adobe.Acrobat.framework  0x0000000102ed9aa8 0x101c3d000 + 19516072
          8   com.adobe.Acrobat.framework  0x0000000102ed8b75 0x101c3d000 + 19512181
          9   com.adobe.Acrobat.framework  0x0000000101db2e51 0x101c3d000 + 1531473
          10  com.apple.Foundation     0x00007fff9256652a __NSThreadPerformPerform + 326
          11  com.apple.CoreFoundation 0x00007fff90b24321 __CFRUNLOOP_IS_CALLING_OUT_TO_A_SOURCE0_PERFORM_FUNCTION__ + 17
          12  com.apple.CoreFoundation 0x00007fff90b0521d __CFRunLoopDoSources0 + 557
          13  com.apple.CoreFoundation 0x00007fff90b04716 __CFRunLoopRun + 934
          14  com.apple.CoreFoundation 0x00007fff90b04114 CFRunLoopRunSpecific + 420
          15  com.apple.HIToolbox      0x00007fff90064ebc RunCurrentEventLoopInMode + 240
          16  com.apple.HIToolbox      0x00007fff90064cf1 ReceiveNextEventCommon + 432
          17  com.apple.HIToolbox      0x00007fff90064b26 _BlockUntilNextEventMatchingListInModeWithFilter + 71
          18  com.apple.AppKit         0x00007fff8e5fda54 _DPSNextEvent + 1120
          19  com.apple.AppKit         0x00007fff8ed797ee -[NSApplication(NSEvent) _nextEventMatchingEventMask:untilDate:inMode:dequeue:] + 2796
          20  com.apple.AppKit         0x00007fff8e5f23db -[NSApplication run] + 926
          21  com.adobe.Acrobat.framework  0x0000000101c45f6d 0x101c3d000 + 36717
          22  com.adobe.Acrobat.framework  0x0000000101c448fe RunAcrobat + 246
          23  com.adobe.Acrobat.Pro    0x0000000101c38f47 main + 86
          24  libdyld.dylib            0x00007fffa6284235 start + 1

           

          Thread 1:: Dispatch queue: NSOperationQueue 0x60000023b4e0 :: NSOperation 0x60000023b500 (QOS: USER_INTERACTIVE)

          0   libsystem_kernel.dylib   0x00007fffa63b2f46 __semwait_signal + 10
          1   libsystem_c.dylib        0x00007fffa6339b72 nanosleep + 199
          2   com.apple.Foundation     0x00007fff925d1a1b +[NSThread sleepForTimeInterval:] + 156
          3   com.adobe.Acrobat.framework  0x0000000102ca034e 0x101c3d000 + 17183566
          4   com.apple.Foundation     0x00007fff92537324 -[__NSOperationInternal _start:] + 672
          5   com.apple.Foundation     0x00007fff925331db __NSOQSchedule_f + 201
          6   libdispatch.dylib        0x00007fffa624e8fc _dispatch_client_callout + 8
          7   libdispatch.dylib        0x00007fffa62649a0 _dispatch_queue_serial_drain + 896
          8   libdispatch.dylib        0x00007fffa6257306 _dispatch_queue_invoke + 1046
          9   libdispatch.dylib        0x00007fffa62506b5 _dispatch_root_queue_drain + 476
          10  libdispatch.dylib        0x00007fffa625048c _dispatch_worker_thread3 + 99
          11  libsystem_pthread.dylib  0x00007fffa649d5a2 _pthread_wqthread + 1299
          12  libsystem_pthread.dylib  0x00007fffa649d07d start_wqthread + 13

           

          Thread 2:

          0   libsystem_kernel.dylib   0x00007fffa63b344e __workq_kernreturn + 10
          1   libsystem_pthread.dylib  0x00007fffa649d621 _pthread_wqthread + 1426
          2   libsystem_pthread.dylib  0x00007fffa649d07d start_wqthread + 13

           

          Thread 3:

          0   libsystem_kernel.dylib   0x00007fffa63b344e __workq_kernreturn + 10
          1   libsystem_pthread.dylib  0x00007fffa649d621 _pthread_wqthread + 1426
          2   libsystem_pthread.dylib  0x00007fffa649d07d start_wqthread + 13

           

          Thread 4:

          0   libsystem_kernel.dylib   0x00007fffa63b2bf2 __psynch_cvwait + 10
          1   libsystem_pthread.dylib  0x00007fffa649e7fa _pthread_cond_wait + 712
          2   com.adobe.AGM            0x000000010443d030 0x104430000 + 53296
          3   com.adobe.AGM            0x000000010443cf6d 0x104430000 + 53101
          4   com.adobe.AGM            0x00000001047ca265 0x104430000 + 3777125
          5   libsystem_pthread.dylib  0x00007fffa649d93b _pthread_body + 180
          6   libsystem_pthread.dylib  0x00007fffa649d887 _pthread_start + 286
          7   libsystem_pthread.dylib  0x00007fffa649d08d thread_start + 13

           

          Thread 5:

          0   libsystem_kernel.dylib   0x00007fffa63b2bf2 __psynch_cvwait + 10
          1   libsystem_pthread.dylib  0x00007fffa649e7fa _pthread_cond_wait + 712
          2   com.adobe.AGM            0x000000010443d030 0x104430000 + 53296
          3   com.adobe.AGM            0x000000010443cf6d 0x104430000 + 53101
          4   com.adobe.AGM            0x00000001047ca265 0x104430000 + 3777125
          5   libsystem_pthread.dylib  0x00007fffa649d93b _pthread_body + 180
          6   libsystem_pthread.dylib  0x00007fffa649d887 _pthread_start + 286
          7   libsystem_pthread.dylib  0x00007fffa649d08d thread_start + 13

           

          Thread 6:

          0   libsystem_kernel.dylib   0x00007fffa63b2bf2 __psynch_cvwait + 10
          1   libsystem_pthread.dylib  0x00007fffa649e7fa _pthread_cond_wait + 712
          2   com.adobe.AGM            0x000000010443d030 0x104430000 + 53296
          3   com.adobe.AGM            0x000000010443cf6d 0x104430000 + 53101
          4   com.adobe.AGM            0x00000001047ca265 0x104430000 + 3777125
          5   libsystem_pthread.dylib  0x00007fffa649d93b _pthread_body + 180
          6   libsystem_pthread.dylib  0x00007fffa649d887 _pthread_start + 286
          7   libsystem_pthread.dylib  0x00007fffa649d08d thread_start + 13

           

          Thread 7:

          0   libsystem_kernel.dylib   0x00007fffa63b2bf2 __psynch_cvwait + 10
          1   libsystem_pthread.dylib  0x00007fffa649e7fa _pthread_cond_wait + 712
          2   com.adobe.Acrobat.framework  0x00000001020a507b 0x101c3d000 + 4620411
          3   com.adobe.Acrobat.framework  0x0000000102095a11 0x101c3d000 + 4557329
          4   com.adobe.Acrobat.framework  0x0000000102d54241 0x101c3d000 + 17920577
          5   com.adobe.Acrobat.framework  0x0000000102091412 0x101c3d000 + 4539410
          6   com.adobe.Acrobat.framework  0x000000010209fab4 0x101c3d000 + 4598452
          7   libsystem_pthread.dylib  0x00007fffa649d93b _pthread_body + 180
          8   libsystem_pthread.dylib  0x00007fffa649d887 _pthread_start + 286
          9   libsystem_pthread.dylib  0x00007fffa649d08d thread_start + 13

           

          Thread 8:: com.apple.NSEventThread

          0   libsystem_kernel.dylib   0x00007fffa63ab34a mach_msg_trap + 10
          1   libsystem_kernel.dylib   0x00007fffa63aa797 mach_msg + 55
          2   com.apple.CoreFoundation 0x00007fff90b05434 __CFRunLoopServiceMachPort + 212
          3   com.apple.CoreFoundation 0x00007fff90b048c1 __CFRunLoopRun + 1361
          4   com.apple.CoreFoundation 0x00007fff90b04114 CFRunLoopRunSpecific + 420
          5   com.apple.AppKit         0x00007fff8e74af02 _NSEventThread + 205
          6   libsystem_pthread.dylib  0x00007fffa649d93b _pthread_body + 180
          7   libsystem_pthread.dylib  0x00007fffa649d887 _pthread_start + 286
          8   libsystem_pthread.dylib  0x00007fffa649d08d thread_start + 13

           

          Thread 9:

          0   libsystem_kernel.dylib   0x00007fffa63b344e __workq_kernreturn + 10
          1   libsystem_pthread.dylib  0x00007fffa649d48e _pthread_wqthread + 1023
          2   libsystem_pthread.dylib  0x00007fffa649d07d start_wqthread + 13

           

          Thread 10:

          0   libsystem_kernel.dylib   0x00007fffa63b4246 read + 10
          1   com.adobe.Acrobat.framework  0x0000000102093db7 0x101c3d000 + 4550071
          2   com.adobe.Acrobat.framework  0x00000001020921fe 0x101c3d000 + 4542974
          3   com.adobe.Acrobat.framework  0x000000010209c266 0x101c3d000 + 4584038
          4   com.adobe.Acrobat.framework  0x0000000102091412 0x101c3d000 + 4539410
          5   com.adobe.Acrobat.framework  0x000000010209fab4 0x101c3d000 + 4598452
          6   libsystem_pthread.dylib  0x00007fffa649d93b _pthread_body + 180
          7   libsystem_pthread.dylib  0x00007fffa649d887 _pthread_start + 286
          8   libsystem_pthread.dylib  0x00007fffa649d08d thread_start + 13

           

          Thread 11:

          0   libsystem_kernel.dylib   0x00007fffa63b3d96 kevent + 10
          1   com.adobe.Acrobat.framework  0x00000001035c8784 0x101c3d000 + 26785668
          2   com.adobe.Acrobat.framework  0x00000001034f7c64 0x101c3d000 + 25930852
          3   libsystem_pthread.dylib  0x00007fffa649d93b _pthread_body + 180
          4   libsystem_pthread.dylib  0x00007fffa649d887 _pthread_start + 286
          5   libsystem_pthread.dylib  0x00007fffa649d08d thread_start + 13

           

          Thread 12:

          0   libsystem_kernel.dylib   0x00007fffa63ab34a mach_msg_trap + 10
          1   libsystem_kernel.dylib   0x00007fffa63aa797 mach_msg + 55
          2   com.apple.CoreFoundation 0x00007fff90b05434 __CFRunLoopServiceMachPort + 212
          3   com.apple.CoreFoundation 0x00007fff90b048c1 __CFRunLoopRun + 1361
          4   com.apple.CoreFoundation 0x00007fff90b04114 CFRunLoopRunSpecific + 420
          5   com.adobe.AcrobatPlugin.EFS  0x000000010c5d89af 0x10c5bf000 + 104879
          6   com.apple.Foundation     0x00007fff925278ad __NSThread__start__ + 1243
          7   libsystem_pthread.dylib  0x00007fffa649d93b _pthread_body + 180
          8   libsystem_pthread.dylib  0x00007fffa649d887 _pthread_start + 286
          9   libsystem_pthread.dylib  0x00007fffa649d08d thread_start + 13

           

          Thread 13:: com.apple.NSURLConnectionLoader

          0   libsystem_kernel.dylib   0x00007fffa63ab34a mach_msg_trap + 10
          1   libsystem_kernel.dylib   0x00007fffa63aa797 mach_msg + 55
          2   com.apple.CoreFoundation 0x00007fff90b05434 __CFRunLoopServiceMachPort + 212
          3   com.apple.CoreFoundation 0x00007fff90b048c1 __CFRunLoopRun + 1361
          4   com.apple.CoreFoundation 0x00007fff90b04114 CFRunLoopRunSpecific + 420
          5   com.apple.CFNetwork      0x00007fff8fc41734 +[NSURLConnection(Loader) _resourceLoadLoop:] + 313
          6   com.apple.Foundation     0x00007fff925278ad __NSThread__start__ + 1243
          7   libsystem_pthread.dylib  0x00007fffa649d93b _pthread_body + 180
          8   libsystem_pthread.dylib  0x00007fffa649d887 _pthread_start + 286
          9   libsystem_pthread.dylib  0x00007fffa649d08d thread_start + 13

           

          Thread 14:

          0   libsystem_kernel.dylib   0x00007fffa63b2bf2 __psynch_cvwait + 10
          1   libsystem_pthread.dylib  0x00007fffa649e7fa _pthread_cond_wait + 712
          2   com.adobe.Acrobat.framework  0x00000001035bd8a8 0x101c3d000 + 26740904
          3   com.adobe.Acrobat.framework  0x00000001035bd2ec 0x101c3d000 + 26739436
          4   com.adobe.Acrobat.framework  0x00000001035bb337 0x101c3d000 + 26731319
          5   libsystem_pthread.dylib  0x00007fffa649d93b _pthread_body + 180
          6   libsystem_pthread.dylib  0x00007fffa649d887 _pthread_start + 286
          7   libsystem_pthread.dylib  0x00007fffa649d08d thread_start + 13

           

          Thread 15:

          0   libsystem_kernel.dylib   0x00007fffa63b2eb6 __select + 10

          1   com.adobe.AcrobatPlugin.Comments    0x000000010ca30fa8 0x10c6a2000 + 3731368

          2   com.adobe.AcrobatPlugin.Comments    0x000000010ca31475 0x10c6a2000 + 3732597

          3   com.adobe.AcrobatPlugin.Comments    0x000000010ca3185b 0x10c6a2000 + 3733595

          4   com.adobe.AcrobatPlugin.Comments    0x000000010c9b22f5 0x10c6a2000 + 3212021

          5   com.adobe.AcrobatPlugin.Comments    0x000000010cbcc29d 0x10c6a2000 + 5415581

          6   libsystem_pthread.dylib  0x00007fffa649d93b _pthread_body + 180
          7   libsystem_pthread.dylib  0x00007fffa649d887 _pthread_start + 286
          8   libsystem_pthread.dylib  0x00007fffa649d08d thread_start + 13

           

          Thread 16:

          0   libsystem_kernel.dylib   0x00007fffa63b344e __workq_kernreturn + 10
          1   libsystem_pthread.dylib  0x00007fffa649d621 _pthread_wqthread + 1426
          2   libsystem_pthread.dylib  0x00007fffa649d07d start_wqthread + 13

           

          Thread 17:

          0   libsystem_kernel.dylib   0x00007fffa63b344e __workq_kernreturn + 10
          1   libsystem_pthread.dylib  0x00007fffa649d621 _pthread_wqthread + 1426
          2   libsystem_pthread.dylib  0x00007fffa649d07d start_wqthread + 13

           

          Thread 0 crashed with X86 Thread State (64-bit):

            rax: 0x0000000000000000  rbx: 0x000060000086aa00  rcx: 0x0000000000000000  rdx: 0x0000000000000005

            rdi: 0x0000000000000000  rsi: 0x00000001039d3f7d  rbp: 0x00007fff5dfc60c0  rsp: 0x00007fff5dfc60c0

             r8: 0x0000000000000000   r9: 0x00000000000001e8  r10: 0xe9ba60750c9f0048  r11: 0x00007f8a2abcfba0

            r12: 0xe9ba60750c9f0048  r13: 0x00007f8a29c91508  r14: 0x00007f8a29cef560  r15: 0x0000608000a46990

            rip: 0x00007fffa6492e00  rfl: 0x0000000000010293  cr2: 0x0000000000000000

           

          Logical CPU: 2
          Error Code:  0x00000004
          Trap Number: 14

           

           

          Binary Images:

             0x101c38000 -    0x101c38fff +com.adobe.Acrobat.Pro (17.009.20058 - 17.009.20058) <89FD27AE-19C1-32AC-AD60-56BF734C7A87> /Applications/Adobe Creative Cloud 2017/*/Adobe Acrobat.app/Contents/MacOS/AdobeAcrobat
             0x101c3d000 -    0x103f4dff7 +com.adobe.Acrobat.framework (17.009.20058 - 17.009.20058) <BEFA9703-203A-30C3-B28D-A235E4CF2A4C> /Applications/Adobe Creative Cloud 2017/*/Adobe Acrobat.app/Contents/Frameworks/Acrobat.framework/Versions/A/Acrobat
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          0x7fffa63bc000 - 0x7fffa6403fe7  libsystem_m.dylib (3121.6) <86D499B5-BBDC-3D3B-8A4E-97AE8E6672A4> /usr/lib/system/libsystem_m.dylib
          0x7fffa6404000 - 0x7fffa6422ff7  libsystem_malloc.dylib (116.50.8) <A3D15F17-99A6-3367-8C7E-4280E8619C95> /usr/lib/system/libsystem_malloc.dylib
          0x7fffa6423000 - 0x7fffa647cffb  libsystem_network.dylib (856.60.1) <369D0221-56CA-3C3E-9EDE-94B41CAE77B7> /usr/lib/system/libsystem_network.dylib
          0x7fffa647d000 - 0x7fffa6486ff3  libsystem_networkextension.dylib (563.60.2) <B021F2B3-8A75-3633-ABB0-FC012B8E9B0C> /usr/lib/system/libsystem_networkextension.dylib
          0x7fffa6487000 - 0x7fffa6490ff3  libsystem_notify.dylib (165.20.1) <B8160190-A069-3B3A-BDF6-2AA408221FAE> /usr/lib/system/libsystem_notify.dylib
          0x7fffa6491000 - 0x7fffa6499fe7  libsystem_platform.dylib (126.50.8) <897462FD-B318-321B-A554-E61982630F7E> /usr/lib/system/libsystem_platform.dylib
          0x7fffa649a000 - 0x7fffa64a4ff7  libsystem_pthread.dylib (218.60.3) <B8FB5E20-3295-39E2-B5EB-B464D1D4B104> /usr/lib/system/libsystem_pthread.dylib
          0x7fffa64a5000 - 0x7fffa64a8ff7  libsystem_sandbox.dylib (592.70.1) <4B92EC49-ACD0-36AE-B07A-A2B8152EAF9D> /usr/lib/system/libsystem_sandbox.dylib
          0x7fffa64a9000 - 0x7fffa64aaff3  libsystem_secinit.dylib (24.50.4) <F78B847B-3565-3E4B-98A6-F7AD40392E2D> /usr/lib/system/libsystem_secinit.dylib
          0x7fffa64ab000 - 0x7fffa64b2ffb  libsystem_symptoms.dylib (532.50.47) <3390E07C-C1CE-348F-ADBD-2C5440B45EAA> /usr/lib/system/libsystem_symptoms.dylib
          0x7fffa64b3000 - 0x7fffa64c6ff7  libsystem_trace.dylib (518.70.1) <AC63A7FE-50D9-3A30-96E6-F6B7FF16E465> /usr/lib/system/libsystem_trace.dylib
          0x7fffa64c7000 - 0x7fffa64ccffb  libunwind.dylib (35.3) <3D50D8A8-C460-334D-A519-2DA841102C6B> /usr/lib/system/libunwind.dylib
          0x7fffa64cd000 - 0x7fffa64f6ff7  libxpc.dylib (972.70.1) <BF896DF0-D8E9-31A8-A4B3-01120BFEEE52> /usr/lib/system/libxpc.dylib

           

          External Modification Summary:

            Calls made by other processes targeting this process:

          task_for_pid: 0
          thread_create: 0
          thread_set_state: 0

            Calls made by this process:

          task_for_pid: 0
          thread_create: 0
          thread_set_state: 0

            Calls made by all processes on this machine:

          task_for_pid: 3548
          thread_create: 0
          thread_set_state: 0

           

          VM Region Summary:

          ReadOnly portion of Libraries: Total=392.8M resident=0K(0%) swapped_out_or_unallocated=392.8M(100%)

          Writable regions: Total=165.7M written=0K(0%) resident=0K(0%) swapped_out=0K(0%) unallocated=165.7M(100%)

           

                                      VIRTUAL   REGION
          REGION TYPE                    SIZECOUNT (non-coalesced)
          ===========                 =======  =======
          Accelerate framework           384K    4
          Activity Tracing               256K    2
          CG backing stores             5616K    5
          CG image                       644K   24
          CoreAnimation                   56K    9
          CoreUI image data             1260K   15
          CoreUI image file              184K    5
          Foundation                       4K    2
          Image IO                        76K    4
          Kernel Alloc Once                8K    2
          MALLOC                       120.9M   81
          MALLOC guard page               48K   10
          Memory Tag 242                  12K    2
          Memory Tag 251                  16K    2
          SQLite page cache               64K    2
          STACK GUARD                   56.1M   19
          Stack                         17.6M   20
          VM_ALLOCATE                   2540K   29
          __DATA                        36.1M  294
          __GLSLBUILTINS                2588K    2
          __IMAGE                        528K    2
          __LINKEDIT                   117.9M   26
          __TEXT                       274.9M  286
          __UNICODE                      556K    2
          mapped file                   58.3M   23
          shared memory                 18.4M   18
          ===========                 =======  =======
          TOTAL                        714.6M  864

           

          Model: Macmini7,1, BootROM MM71.0220.B29, 2 processors, Intel Core i5, 2.6 GHz, 8 GB, SMC 2.24f32

          Graphics: Intel Iris, Intel Iris, Built-In

          Memory Module: BANK 0/DIMM0, 4 GB, DDR3, 1600 MHz, 0x80AD, 0x483943434E4E4E424C54414C41522D4E5444

          Memory Module: BANK 1/DIMM0, 4 GB, DDR3, 1600 MHz, 0x80AD, 0x483943434E4E4E424C54414C41522D4E5444

          AirPort: spairport_wireless_card_type_airport_extreme (0x14E4, 0x13B), Broadcom BCM43xx 1.0 (7.21.171.130.1a1)

          Bluetooth: Version 5.0.5f1, 3 services, 27 devices, 1 incoming serial ports

          Network Service: Wi-Fi, AirPort, en1

          Serial ATA Device: APPLE HDD HTS541010A9E662, 1 TB

          USB Device: USB 3.0 Bus

          USB Device: IR Receiver

          USB Device: BRCM20702 Hub

          USB Device: Bluetooth USB Host Controller

          USB Device: CanoScan

          USB Device: Keyboard Hub

          USB Device: CDRW55292EXT3-B

          USB Device: Apple Keyboard

          Thunderbolt Bus: Mac mini, Apple Inc., 26.1

          • 2. Re: Adobe Acrobat DC 2017 Crashes 30 seconds after opening - mac OS Sierra
            Rave Adobe Employee

            Hi Mark,

             

            If Acrobat is crashing on launch without even opening any file then it seems to be a licensing issue to me. Acrobat tries to validate its license and may be crashing due to failure. You can provide the amt3.log file for further analysis.

             

            Location of log files:

            amt3.log and oobelib.log: /Users/<current user>/Library/Logs

            PDapp.log: /Users/<current user>/Library/Logs

             

            Meanwhile, try the steps below:

            Delete all the files from following folders:

            Library/Application Support/Adobe/SLStore

            Library/Application Support/Adobe/SLCache

             

            And, delete all files from following folder except cache.db

            Library/Application Support/Adobe/Adobe PCD

             

            Launch Acrobat, activate when prompted and check.

             

            Regards,
            Rave

            • 3. Re: Adobe Acrobat DC 2017 Crashes 30 seconds after opening - mac OS Sierra
              marktru Level 1

              Hello Rave,

               

              I just tried deleting those files you said to delete. I then tested, it did not crash at 30 seconds, was still open well after a minute. I closed it. I then restarted my computer, and tested again. Again, it stayed open well past a minute. I then closed, and opened Acrobat once more -- and it stayed open, no crashing, for 10 minutes or more, and then I closed it.

               

              That appears to have solved the issue -- maybe. I will be testing and watching for the next couple days before I decide that fix is final.

               

              Thank you for that. What are those files? I presume they simply got corrupted? I did earlier try an uninstall with the uninstaller and reinstalled. Should I have cleared those files manually too?

               

              How could it be that simple to fix, when the other thread has been out there for years with no fix -- in fact, I don't think I saw anywhere in it to try this.

              • 4. Re: Adobe Acrobat DC 2017 Crashes 30 seconds after opening - mac OS Sierra
                Rave Adobe Employee

                Hi Mark,

                 

                When Acrobat launches it also validates the license information periodically that is saved in the files you deleted. In case of corrupt files or any event that causes the licensing to break, the program shuts down due to license failure.

                Improper permissions to the aforementioned folders also lead to licensing failure as Acrobat will not be able to access the folders to write or read the information.

                I assumed that might be the situation here and suggested the steps. Deleting these files are recommended only as a last resort because it could lead to licensing failure of other installed Adobe applications on your machine.You will then have to launch and relicense the respective applications.

                 

                I am glad that the steps worked for you.

                 

                Regards,
                Rave

                • 5. Re: Adobe Acrobat DC 2017 Crashes 30 seconds after opening - mac OS Sierra
                  marktru Level 1

                  Well, this fix has failed, it has not passed the test of time. Two days later, and Acrobat has started crashing again about 30 seconds after opening. In fact, the way I found out was that I a crash report popped up this morning even though I hadn't opened Acrobat -- how could that happen? And ever since that, all I get is the crashing.

                   

                  I tried eliminating those files again -- but there were none in those folders now.

                   

                  What process goes on about 30 second after opening, every time? That is where the problem is.

                   

                  Should I delete certain preference files? I just went in and deleted some named for Acrobat from Users/(me)/Preferences. But then int testing, it still crashed.

                   

                  This is like I saw some people saying in another thread here, that they had tried a solution that was offered, it worked, but then it stopped working a couple-few days later. Doesn't that crash report I posted tell you something -- if not, what is the point of crash reports?

                  • 6. Re: Adobe Acrobat DC 2017 Crashes 30 seconds after opening - mac OS Sierra
                    Rave Adobe Employee

                    Hi Mark,

                     

                    Sorry for the delay in response.

                    As mentioned in my response# 2, could you please provide me the log files.

                    You can email me directly at trkumar@adobe.com

                     

                    Also provide me the following information:

                    1. Exact version of Acrobat.

                    2. The Adobe ID used to activate the license.

                    3. Check if you have Read/ Write permissions to SLSTORE, SLCACHE and Adobe PCD folders.

                    4. Check the steps mentioned in the KB: Resolve connection errors with Adobe Creative Cloud and Creative Suite applications

                    5. When was the last time that Acrobat worked fine. Did any update or software install break the workflow?

                    6. Check in Safe mode or a different admin user account if Acrobat launches fine.

                     

                    Regards,
                    Rave

                    • 7. Re: Adobe Acrobat DC 2017 Crashes 30 seconds after opening - mac OS Sierra
                      carogar7 Level 1

                      Hi,

                      I have the exact same problem that Mark has or had, I have Mac Sierra and Adobe DC Pro was working fine until a couple of weeks ago, in all my computers (all Mac, same OS), I have lost count of how many reports I have sent already.

                      Reading Mark's and your posts Rave, what I can tell you is that my Adobe crashes only when I open a file, and only if the file comes from the adobe creative cloud, if I open a file from my hard drive there is no problem. I checked this carefully after reading your posts. The crash report says the same as Mark's report, the only difference is the version of acrobat,

                      I am not as savvy with computers as Mark, so, would you explain to me how to fix this as if you were talking to your mom or dad, if they know something about computers, I mean, I know something.

                       

                      Thanks