Errors and freezes | Adobe Reader | Mac OS

Note: Visit the Adobe Reader Help and Support page for assistance with top issues.

This document can help you resolve system errors that occur while you use Adobe Reader on Mac OS X. System errors can manifest themselves in many different ways, including (but not limited to) the following:

• A blank or flickering dialog box
• A frozen cursor or screen
• A spinning wheel mouse cursor
• An error such as "The application 'Adobe Reader has unexpectedly quit. The system and other applications have not been affected."

Different factors can cause system errors, including conflicts among device drivers, software, and hardware, and corrupt elements in specific files. Although a system error occurs only when you work with Acrobat, Acrobat isn't necessarily the cause.

To benefit most from this document, perform the tasks in order. Note the tasks you perform and the results of each task, including errors or problematic behavior. Adobe Technical Support can use this information to better assist you, if you call.

The tasks below can help you resolve the most common system errors. Before you perform any of these tasks, back up all personal files (for example, PDF files that you created). Always restart the computer after a system error occurs to refresh its memory. Continuing to work without restarting the computer can compound the problem.

Acrobat can't correctly if the system doesn't meet the following requirements:

• PowerPC G4, G5, or Intel processors
• Mac OS X v.10.4.11 or 10.5
• 256 MB of installed RAM (512 MB recommended)
• 1415 MB of available hard disk space.
• 1024 x 768 screen resolution
• DVD drive, if installing from a DVD

Note: To check how much RAM is installed, choose About This Mac from the Apple menu. The Memory value indicates the amount of installed RAM.

To maximize available RAM and reduce the chance that another application can conflict with Acrobat, quit open applications, and then restart Acrobat. Also disable items that start automatically when you log in.

To disable items that start automatically when you log in:

Note: Disabling items that start automatically removes items that could have been installed with another application. Manually add those items back after you complete your tests. Click Add in the Login Items pane to add the items that you removed.

You can re-create the Acrobat preferences file to eliminate problems caused by a damaged preferences file.

Note: Re-creating the Acrobat preferences files restores settings to their defaults.

To re-create the Acrobat preferences files:

If the problem recurs after you re-create the Acrobat preferences files, then the problem isn't related to preference files. To restore custom settings, drag the files you moved in step 2 back to their original location. Then click OK to the alert "A newer item named '[filename]' already exists in this location. Do you want to replace it with the older one you're moving?"

A missing Acrobat component can prevent the application from functioning. Run the Repair Acrobat Installation command to replace any missing files.

To run Repair Acrobat Installation:

If the problem doesn't occur after removing third-party plug-ins, then one or more of them conflicts with Acrobat. Contact the manufacturer of the plug-ins for information about updates.



To disable third-party plug-ins:

When selected, the Universal Access preferences setting Enable Access For Assistive Devices In Mac OS X can conflict with Acrobat.

To deselect Enable Access For Assistive Devices, follow the instructions outlined in the following document:

Change the Universal Access preferences setting (Mac OS X)

To update the International preferences, follow the instructions outlined in the following document:

Update the International preferences (Mac OS X)

If you lack administrator privileges, it's possible that Acrobat can't access necessary files. To determine if limited access privileges cause the problem, log in as a user with administrator privileges, and then try to re-create the error. If the error doesn't recur, then the account you were previously using lacks administrator privileges. Contact your system administrator to grant you administrator privileges.

To log in as a user with administrator privileges, follow the instructions outlined in the following document:

http://www.adobe.com/go/kb404926

Note: If your computer automatically logs in at startup, but you want to start as another user, hold down the Shift key after the Startup Screen appears. Release the key when the login screen appears.

For instructions on creating a user profile, see the Mac OS X online Help.

To ensure that Acrobat has enough system resources, use the Activity Monitor to quit processes using more than 30% of the system's resources. Follow the instructions outlined in Use the Activity Monitor to identify and quit processes that may be using large amounts of system resources (Mac OS X).

An incorrect installation can cause errors when you work in Acrobat. Reinstalling Acrobat can eliminate these errors. Start the Macintosh in Safe Boot (all nonessential kernel extensions and third-party startup items are disabled), before reinstalling Acrobat.

To start the Macintosh in Safe Boot, follow the instructions outlined in the following document: http://www.adobe.com/go/kb404936

To reinstall Acrobat:

To run Disk Utility, follow the instructions outlined in the following document: http://www.adobe.com/go/kb404928

A system error, freeze, or display problem can occur if Acrobat accesses a damaged font. See Troubleshoot font problems (Mac OS X).

A system error can occur if Acrobat accesses a damaged ICC profile. Troubleshoot ICC profiles to determine if they cause the problem. Follow the instructions in Troubleshoot ICC profiles (Mac OS X).

A fragmented or damaged hard disk can cause Acrobat and other applications to freeze or return an error. Defragment and check hard disks by using a disk utility, such as Apple Disk Utility, Symantec's Norton Utilities, or Micromat Tech Tool Pro.

Disclaimer: Adobe doesn't support third-party disk utilities but provides the following instructions as a courtesy. For support, contact the developer of the disk utility.

To check for damage by using Apple Disk Utility (included on the system CD), as outlined in the following document: http://www.adobe.com/go/kb404929

If the tasks above don't resolve the problem, then try reformatting your hard disk or determine if hardware is conflicting with Acrobat.

Disclaimer: Adobe doesn't support hardware and provides these tasks as a courtesy only. For further assistance, contact the hardware manufacturer or an authorized reseller. If you troubleshoot hardware problems yourself, you can void the computer's warranty.

Note: Before you remove or rearrange hardware, turn off the power to the computer and any peripheral devices.

Run Acrobat from a different hard drive installed in the same computer or the same hard drive installed in a different computer. If the problem doesn't recur, then the hard drive or the motherboard you were using previously could be the cause. For assistance, contact the manufacturer.

Damaged or incompatible expansion cards can cause system errors. To check expansion cards, turn off the computer, remove any processor accelerator, cache, or other expansion cards installed in the computer, and then restart the computer.

Ensure that the RAM DIMMs are installed properly and aren't the cause by doing one or more of the following:

• Change the order of the installed DIMMs.
• Remove all but the minimum number of DIMMs necessary to run Mac OS and Acrobat, and test to see if the problem persists. If it does, replace the DIMMs you removed and remove the others, testing again to see if the problem persists. If the problem doesn't recur, one or more of the removed DIMMscould be the cause. For assistance, contact the RAM DIMM manufacturer.

If Acrobat crashes or causes your system to freeze, see Mac OS X: Shortcuts for 'Freezes on the Apple website. This document explains how to get out of these situations.