8 Replies Latest reply on Dec 10, 2018 7:19 AM by PDF EDITING

    Acrobat freezes up when I try to sign a document

    robertc10270214 Level 1

      Everytime I try to use my Acrobat Pro and sign a document it freezes up. How can I fix this?

        • 1. Re: Acrobat freezes up when I try to sign a document
          AnandSri Adobe Employee (Admin)

          Hello Robertc,

           

          As per the description above, the Acrobat Pro is freezing while you are trying to sign a PDf document, Is that correct?

           

          The record shows that you are subscribed to a license of Acrobat Pro version 10 on your current Adobe ID, please check for any pending updates of Acrobat Pro 10 from Help menu>Check for updates. You may also repair the installation files of Acrobat Pro from Help menu>Repair installation(only for Windows).

           

          After the update and repair, please reboot the machine once, and see if this brings any difference. If the issue persists, please share the following details:

           

          Let us know how it goes.

           

          Note: Acrobat 10 is declared as an End of Support product, for more information, you may refer to End of support for Acrobat X and Reader X

           

          Regards,

          Anand Sri.

          1 person found this helpful
          • 2. Re: Acrobat freezes up when I try to sign a document
            jlm439488488

            I also cannot sign my documents. I am using Acrobat DC and overtime I click the form to sign, it freezes and I have to force quite Acrobat to make restart.

             

            I never had this problem until about a year ago.

            • 3. Re: Acrobat freezes up when I try to sign a document
              AnandSri Adobe Employee (Admin)

              Hello jlm439488488

               

              We apologize for the inconvenience caused, please try the suggestions mentioned above, and let us know your findings.

               

              Regards,

              Anand Sri.

              • 4. Re: Acrobat freezes up when I try to sign a document
                jlm439488488 Level 1

                Anand,

                 

                Of course I had already tried the above before even sending in the request. Why would I not have tried what was written before stating I have the same problem? The above does not provide any solution to my issue.

                 

                Jason

                • 5. Re: Acrobat freezes up when I try to sign a document
                  AnandSri Adobe Employee (Admin)

                  Hello Jason,

                   

                  Sorry for the inconvenience caused, please share the following details:

                   

                  Please share your  findings.

                   

                  Regards,

                  Anand Sri.

                  • 6. Re: Acrobat freezes up when I try to sign a document
                    jlm439488488 Level 1
                    • It is a Mac
                    • Adobe Acrobat Pro DC 2018.009.20050
                    • It is with all forms that I try to sign (it freezes and does not release though it does not indicate that it is not responding when I look in Force Quit on Mac)
                    • It is my laptop that I use for teaching
                    • 7. Re: Acrobat freezes up when I try to sign a document
                      AnandSri Adobe Employee (Admin)

                      Hello Jlm,

                       

                      Sorry for the delayed response and inconvenience caused. Please install the latest update of Acrobat from help>check for updates, reboot the machine after installing the latest update/patch and see if this brings any difference.

                       

                      You can also download the latest update/patch manually from DC Release Notes — Release Notes for Acrobat DC Products

                       

                      Are you using Fill&Sign feature to sign a PDF or are you using Digital ID(Certificate based signature)? Please share a screenshot of the error you are getting, to share the screenshot, please refer to https://forums.adobe.com/docs/DOC-7043#jive_content_id_How_do_I_attach_a_screenshot

                       

                      Let us know how it goes and share your findings.

                       

                      Regards,

                      Anand Sri.

                      1 person found this helpful
                      • 8. Re: Acrobat freezes up when I try to sign a document
                        PDF EDITING

                        Hi Adobe. I am using the Adobe Acrobat Pro DC, which auto-updates. I have been trying for two days to send a document for signature and everytime Acrobat freezes. I have tried 10 times with same frustrating results. I have confirmed that I am running the most current software. Please fix and credit my account until you do so.

                         

                        Here is the latest report (partial) that was generated:

                         

                        Date/Time:       2018-12-10 10:17:50 -0500

                        End time:        2018-12-10 10:17:51 -0500

                        OS Version:      Mac OS X 10.14.1 (Build 18B75)

                        Architecture:    x86_64

                        Report Version:  27

                         

                         

                        Data Source:     Stackshots

                        Shared Cache:    0x10909000 72E12A5A-B25A-3233-8F71-724BCCA6DD9F

                        Shared Cache:    0 A8B71603-B692-33E6-ACAE-415A1D552F41

                         

                         

                        Command:         AdobeAcrobat

                        Path:            /Applications/Adobe Acrobat DC/Adobe Acrobat.app/Contents/MacOS/AdobeAcrobat

                        Identifier:      com.adobe.Acrobat.Pro

                        Version:         19.008.20080 (19.008.20080)

                        PID:             6749

                         

                         

                        Event:           hang

                        Duration:        1.09s

                        Steps:           11 (100ms sampling interval)

                         

                         

                        Hardware model:  MacBookPro9,2

                        Active cpus:     4

                         

                         

                        Time Awake Since Boot: 270000s

                        Time Since Wake: 7500s

                         

                         

                        Fan speed:       4665 rpm

                         

                         

                        --------------------------------------------------

                        Timeline format: stacks are sorted chronologically

                        Use -i and -heavy to re-report with count sorting

                        --------------------------------------------------

                         

                         

                         

                         

                        Heaviest stack for the main thread of the target process:

                          11  start + 1 (libdyld.dylib + 94349) [0x7fff6801b08d]

                          11  main + 86 (AdobeAcrobat + 3903) [0x101c4cf3f]

                          11  RunAcrobat + 243 (Acrobat + 28602) [0x101c5efba]

                          11  ??? (Acrobat + 34472) [0x101c606a8]

                          11  -[NSApplication run] + 699 (AppKit + 81081) [0x7fff382e5cb9]

                          11  -[NSApplication(NSEvent) _nextEventMatchingEventMask:untilDate:inMode:dequeue:] + 1362 (AppKit + 105558) [0x7fff382ebc56]

                          11  _DPSNextEvent + 997 (AppKit + 110263) [0x7fff382eceb7]

                          11  _BlockUntilNextEventMatchingListInModeWithFilter + 64 (HIToolbox + 42472) [0x7fff3a0305e8]

                          11  ReceiveNextEventCommon + 618 (HIToolbox + 43115) [0x7fff3a03086b]

                          11  RunCurrentEventLoopInMode + 293 (HIToolbox + 43829) [0x7fff3a030b35]

                          11  CFRunLoopRunSpecific + 467 (CoreFoundation + 240614) [0x7fff3ada4be6]

                          11  __CFRunLoopRun + 2187 (CoreFoundation + 243396) [0x7fff3ada56c4]

                          11  __CFRunLoopDoTimers + 333 (CoreFoundation + 368925) [0x7fff3adc411d]

                          11  __CFRunLoopDoTimer + 871 (CoreFoundation + 370152) [0x7fff3adc45e8]

                          11  __CFRUNLOOP_IS_CALLING_OUT_TO_A_TIMER_CALLBACK_FUNCTION__ + 20 (CoreFoundation + 371253) [0x7fff3adc4a35]

                          11  __NSFireDelayedPerform + 433 (Foundation + 417813) [0x7fff3d173015]

                          11  ??? (Acrobat + 1365963) [0x101da57cb]

                          11  ??? (Acrobat + 21368860) [0x1030b901c]

                          11  ??? (Acrobat + 21367730) [0x1030b8bb2]

                          11  ??? (SendMail + 10269) [0x1246ac81d]

                          11  ??? (SendMail + 1662174) [0x12483fcde]

                          11  ??? (SendMail + 1665757) [0x124840add]

                          9   ??? (SendMail + 1665652) [0x124840a74]

                          9   FSGetCatalogInfoBulk + 69 (CarbonCore + 148475) [0x7fff3c0e93fb]

                          9   PBGetCatalogInfoBulkSync + 853 (CarbonCore + 149391) [0x7fff3c0e978f]

                          8   FSMount::getattrsbulk(void*, unsigned int, unsigned long*, unsigned int, unsigned int, FSAttributeInfo*, unsigned char*, unsigned char*) + 1944 (CarbonCore + 151742) [0x7fff3c0ea0be]

                          6   FSMount::getIndexedDirectoryItem(unsigned int, unsigned int, unsigned int, char*, unsigned char*) + 1778 (CarbonCore + 253920) [0x7fff3c102fe0]

                          6   FileIDTreeAddEnumerationCacheEntry + 92 (CarbonCore + 254436) [0x7fff3c1031e4]

                          6   FileIDTreeAddEnumerationCacheEntryBridge + 78 (CarbonCore + 254551) [0x7fff3c103257]

                          6   FileIDTree_AddEnumerationCacheEntry_rpc + 172 (CarbonCore + 254748) [0x7fff3c10331c]

                          6   mach_msg_trap + 10 (libsystem_kernel.dylib + 3114) [0x7fff68153c2a]

                        *6   ipc_mqueue_receive_continue + 0 (kernel + 1642960) [0xffffff80003911d0]

                         

                         

                         

                         

                        Process:         AdobeAcrobat (Acrobat Pro DC) [6749]

                        UUID:            B0E5A575-1F00-3838-8534-139840444702

                        Path:            /Applications/Adobe Acrobat DC/Adobe Acrobat.app/Contents/MacOS/AdobeAcrobat

                        Architecture:    x86_64

                        Footprint:       226.51 MB

                        Start time:      2018-12-10 10:17:50 -0500

                        End time:        2018-12-10 10:17:51 -0500

                        Num samples:     11 (1-11)

                        CPU Time:        0.707s (1992.6M cycles, 1174.4M instructions, 1.70c/i)

                        Note:            2 idle work queue threads omitted

                         

                         

                          Thread 0x2cb9c2           DispatchQueue 1           11 samples (1-11)         priority 46 (base 46)     cpu time 0.706s (1989.5M cycles, 1173.7M instructions, 1.70c/i)

                          <thread QoS user interactive (requested user interactive), process unclamped, process received importance donation from WindowServer [142], IO tier 0>

                          11  start + 1 (libdyld.dylib + 94349) [0x7fff6801b08d] 1-11

                            11  main + 86 (AdobeAcrobat + 3903) [0x101c4cf3f] 1-11

                              11  RunAcrobat + 243 (Acrobat + 28602) [0x101c5efba] 1-11

                                11  ??? (Acrobat + 34472) [0x101c606a8] 1-11

                                  11  -[NSApplication run] + 699 (AppKit + 81081) [0x7fff382e5cb9] 1-11

                                    11  -[NSApplication(NSEvent) _nextEventMatchingEventMask:untilDate:inMode:dequeue:] + 1362 (AppKit + 105558) [0x7fff382ebc56] 1-11

                                      11  _DPSNextEvent + 997 (AppKit + 110263) [0x7fff382eceb7] 1-11

                                        11  _BlockUntilNextEventMatchingListInModeWithFilter + 64 (HIToolbox + 42472) [0x7fff3a0305e8] 1-11

                                          11  ReceiveNextEventCommon + 618 (HIToolbox + 43115) [0x7fff3a03086b] 1-11

                                            11  RunCurrentEventLoopInMode + 293 (HIToolbox + 43829) [0x7fff3a030b35] 1-11

                                              11  CFRunLoopRunSpecific + 467 (CoreFoundation + 240614) [0x7fff3ada4be6] 1-11

                                                11  __CFRunLoopRun + 2187 (CoreFoundation + 243396) [0x7fff3ada56c4] 1-11

                                                  11  __CFRunLoopDoTimers + 333 (CoreFoundation + 368925) [0x7fff3adc411d] 1-11

                                                    11  __CFRunLoopDoTimer + 871 (CoreFoundation + 370152) [0x7fff3adc45e8] 1-11

                                                      11  __CFRUNLOOP_IS_CALLING_OUT_TO_A_TIMER_CALLBACK_FUNCTION__ + 20 (CoreFoundation + 371253) [0x7fff3adc4a35] 1-11

                                                        11  __NSFireDelayedPerform + 433 (Foundation + 417813) [0x7fff3d173015] 1-11

                                                          11  ??? (Acrobat + 1365963) [0x101da57cb] 1-11

                                                            11  ??? (Acrobat + 21368860) [0x1030b901c] 1-11

                                                              11  ??? (Acrobat + 21367730) [0x1030b8bb2] 1-11

                                                                11  ??? (SendMail + 10269) [0x1246ac81d] 1-11

                                                                  11  ??? (SendMail + 1662174) [0x12483fcde] 1-11

                                                                    11  ??? (SendMail + 1665757) [0x124840add] 1-11

                                                                      1   ??? (SendMail + 1665821) [0x124840b1d] 1

                                                                        1   FSDeleteObject + 27 (CarbonCore + 256222) [0x7fff3c1038de] 1

                                                                          1   PBRemoveObjectInternal(FSRefParam*, unsigned char) + 156 (CarbonCore + 256435) [0x7fff3c1039b3] 1

                                                                            1   GetFSRefAttributes(FSMount*, FSRef const*, unsigned int, FSAttributeInfo*, unsigned int, char*) + 123 (CarbonCore + 38850) [0x7fff3c0ce7c2] 1

                                                                              1   FSMount::getattrs(unsigned int, char const*, unsigned int, unsigned int, FSAttributeInfo*, unsigned int, unsigned char*) + 224 (CarbonCore + 25658) [0x7fff3c0cb43a] 1

                                                                                1   FSMount::_getattrs(unsigned int, char const*, unsigned int, unsigned int, FSAttributeInfo*, unsigned int, unsigned char*) + 350 (CarbonCore + 26080) [0x7fff3c0cb5e0] 1

                                                                                  1   FSMount::getattrscore(bool, char const*, unsigned int, char const*, unsigned int, FSAttributeInfo*, unsigned int, unsigned char*) + 1560 (CarbonCore + 29448) [0x7fff3c0cc308] 1

                                                                                    1   FileIDTreeGetEntryInfoFromFileID + 108 (CarbonCore + 25016) [0x7fff3c0cb1b8] 1

                                                                                      1   FileIDTreeGetInfoFromFileIDInternal + 87 (CarbonCore + 25235) [0x7fff3c0cb293] 1

                                                                                        1   __get_remove_counter + 3 (libsystem_kernel.dylib + 20084) [0x7fff68157e74] (running) 1

                                                                      3   ??? (SendMail + 1665652) [0x124840a74] 2-4

                                                                        3   FSGetCatalogInfoBulk + 69 (CarbonCore + 148475) [0x7fff3c0e93fb] 2-4

                                                                          3   PBGetCatalogInfoBulkSync + 853 (CarbonCore + 149391) [0x7fff3c0e978f] 2-4

                                                                            1   FSMount::getattrsbulk(void*, unsigned int, unsigned long*, unsigned int, unsigned int, FSAttributeInfo*, unsigned char*, unsigned char*) + 1944 (CarbonCore + 151742) [0x7fff3c0ea0be] 2

                                                                              1   FSMount::getIndexedDirectoryItem(unsigned int, unsigned int, unsigned int, char*, unsigned char*) + 1778 (CarbonCore + 253920) [0x7fff3c102fe0] 2

                                                                                1   FileIDTreeAddEnumerationCacheEntry + 92 (CarbonCore + 254436) [0x7fff3c1031e4] 2

                                                                                  1   FileIDTreeAddEnumerationCacheEntryBridge + 78 (CarbonCore + 254551) [0x7fff3c103257] 2

                                                                                    1   FileIDTree_AddEnumerationCacheEntry_rpc + 172 (CarbonCore + 254748) [0x7fff3c10331c] 2

                                                                                      1   mach_msg_trap + 10 (libsystem_kernel.dylib + 3114) [0x7fff68153c2a] 2

                                                                                       *1   ipc_mqueue_receive_continue + 0 (kernel + 1642960) [0xffffff80003911d0] 2

                                                                            1   FSMount::getattrsbulk(void*, unsigned int, unsigned long*, unsigned int, unsigned int, FSAttributeInfo*, unsigned char*, unsigned char*) + 2429 (CarbonCore + 152227) [0x7fff3c0ea2a3] 3

                                                                              1   __getattrlist + 10 (libsystem_kernel.dylib + 10902) [0x7fff68155a96] 3

                                                                               *1   hndl_unix_scall64 + 22 (kernel + 1418342) [0xffffff800035a466] 3

                                                                                 *1   unix_syscall64 + 619 (kernel + 8084139) [0xffffff80009b5aab] 3

                                                                                   *1   getattrlist + 112 (kernel + 4020432) [0xffffff80005d58d0] 3

                                                                                     *1   ??? (kernel + 4020679) [0xffffff80005d59c7] 3

                                                                                       *1   nameiat + 114 (kernel + 4225778) [0xffffff8000607af2] 3

                                                                                         *1   namei + 2773 (kernel + 4123445) [0xffffff80005eeb35] 3

                                                                                           *1   lookup + 175 (kernel + 4126303) [0xffffff80005ef65f] 3

                                                                                             *1   cache_lookup_path + 58 (kernel + 4064298) [0xffffff80005e042a] (running) 3

                                                                            1   FSMount::getattrsbulk(void*, unsigned int, unsigned long*, unsigned int, unsigned int, FSAttributeInfo*, unsigned char*, unsigned char*) + 1944 (CarbonCore + 151742) [0x7fff3c0ea0be] 4

                                                                              1   FSMount::getIndexedDirectoryItem(unsigned int, unsigned int, unsigned int, char*, unsigned char*) + 1778 (CarbonCore + 253920) [0x7fff3c102fe0] 4

                                                                                1   FileIDTreeAddEnumerationCacheEntry + 92 (CarbonCore + 254436) [0x7fff3c1031e4] 4

                                                                                  1   FileIDTreeAddEnumerationCacheEntryBridge + 78 (CarbonCore + 254551) [0x7fff3c103257] 4

                                                                                    1   FileIDTree_AddEnumerationCacheEntry_rpc + 172 (CarbonCore + 254748) [0x7fff3c10331c] 4

                                                                                      1   mach_msg_trap + 10 (libsystem_kernel.dylib + 3114) [0x7fff68153c2a] 4

                                                                                       *1   ipc_mqueue_receive_continue + 0 (kernel + 1642960) [0xffffff80003911d0] 4

                                                                      1   ??? (SendMail + 1665821) [0x124840b1d] 5

                                                                        1   FSDeleteObject + 27 (CarbonCore + 256222) [0x7fff3c1038de] 5

                                                                          1   PBRemoveObjectInternal(FSRefParam*, unsigned char) + 156 (CarbonCore + 256435) [0x7fff3c1039b3] 5

                                                                            1   GetFSRefAttributes(FSMount*, FSRef const*, unsigned int, FSAttributeInfo*, unsigned int, char*) + 123 (CarbonCore + 38850) [0x7fff3c0ce7c2] 5

                                                                              1   FSMount::getattrs(unsigned int, char const*, unsigned int, unsigned int, FSAttributeInfo*, unsigned int, unsigned char*) + 224 (CarbonCore + 25658) [0x7fff3c0cb43a] 5

                                                                                1   FSMount::_getattrs(unsigned int, char const*, unsigned int, unsigned int, FSAttributeInfo*, unsigned int, unsigned char*) + 350 (CarbonCore + 26080) [0x7fff3c0cb5e0] 5

                                                                                  1   FSMount::getattrscore(bool, char const*, unsigned int, char const*, unsigned int, FSAttributeInfo*, unsigned int, unsigned char*) + 1594 (CarbonCore + 29482) [0x7fff3c0cc32a] 5

                                                                                    1   FileIDTreeGetEntryInfoFromFileID + 49 (CarbonCore + 24957) [0x7fff3c0cb17d] 5

                                                                                      1   geteuid + 10 (libsystem_kernel.dylib + 6870) [0x7fff68154ad6] (running) 5

                                                                      6   ??? (SendMail + 1665652) [0x124840a74] 6-11

                                                                        6   FSGetCatalogInfoBulk + 69 (CarbonCore + 148475) [0x7fff3c0e93fb] 6-11

                                                                          6   PBGetCatalogInfoBulkSync + 853 (CarbonCore + 149391) [0x7fff3c0e978f] 6-11

                                                                            6   FSMount::getattrsbulk(void*, unsigned int, unsigned long*, unsigned int, unsigned int, FSAttributeInfo*, unsigned char*, unsigned char*) + 1944 (CarbonCore + 151742) [0x7fff3c0ea0be] 6-11

                                                                              1   FSMount::getIndexedDirectoryItem(unsigned int, unsigned int, unsigned int, char*, unsigned char*) + 204 (CarbonCore + 252346) [0x7fff3c1029ba] 6

                                                                                1   __opendir2$INODE64 + 71 (libsystem_c.dylib + 176435) [0x7fff68092133] 6

                                                                                  1   fstatfs$INODE64 + 10 (libsystem_kernel.dylib + 10430) [0x7fff681558be] 6

                                                                                   *1   hndl_unix_scall64 + 22 (kernel + 1418342) [0xffffff800035a466] 6

                                                                                     *1   unix_syscall64 + 619 (kernel + 8084139) [0xffffff80009b5aab] 6

                                                                                       *1   fstatfs64 + 168 (kernel + 4224040) [0xffffff8000607428] 6

                                                                                         *1   vfs_update_vfsstat + 76 (kernel + 4145148) [0xffffff80005f3ffc] 6

                                                                                           *1   apfs_vfs_getattr + 712 (apfs + 338194) [0xffffff7f819b5912] 6

                                                                                             *1   spaceman_info + 62 (apfs + 761943) [0xffffff7f81a1d057] 6

                                                                                               *1   spaceman_size_info + 138 (apfs + 761493) [0xffffff7f81a1ce95] 6

                                                                                                 *1   ??? (kernel + 2948872) [0xffffff80004cff08] 6

                                                                                                   *1   lck_mtx_lock_wait_x86 + 500 (kernel + 2951124) [0xffffff80004d07d4] 6

                                                                                                     *1   thread_block_reason + 175 (kernel + 1867151) [0xffffff80003c7d8f] 6

                                                                                                       *1   ??? (kernel + 1872080) [0xffffff80003c90d0] 6

                                                                                                         *1   machine_switch_context + 195 (kernel + 2963427) [0xffffff80004d37e3] (blocked by kernel mutex owned by Google Chrome [266] thread 0x2cf46a) 6

                                                                              1   FSMount::getIndexedDirectoryItem(unsigned int, unsigned int, unsigned int, char*, unsigned char*) + 1778 (CarbonCore + 253920) [0x7fff3c102fe0] 7

                                                                                1   FileIDTreeAddEnumerationCacheEntry + 92 (CarbonCore + 254436) [0x7fff3c1031e4] 7

                                                                                  1   FileIDTreeAddEnumerationCacheEntryBridge + 78 (CarbonCore + 254551) [0x7fff3c103257] 7

                                                                                    1   FileIDTree_AddEnumerationCacheEntry_rpc + 172 (CarbonCore + 254748) [0x7fff3c10331c] 7

                                                                                      1   mach_msg_trap + 10 (libsystem_kernel.dylib + 3114) [0x7fff68153c2a] 7