Acrobat CC excessive Ram usage
Acrobat CC has suddenly started using excessive amounts of RAM to the point that it is paused and has to be quit and restarted. This also happens if left alone with no files open.
Having pitstop plugin open or not makes no difference. This is on an imac retina 5k late 2014 with 16gbs ram and only started happening Sept 1 2017, Acrobat CC has been installed for at least a year with no issues (and other versions before that have not had this issue).
The RAM usage seems to increase much more quickly if it is an image heavy file open but still happens after a time even if a small vector file is opened, and happens over a couple of hours if no files are open.
Currently I have to restart acrobat at least hourly (usually more often) or all of the software open will be paused and I have to restart the computer.
There is a thread about this on the adobe forums with several others reporting the same issue.
Thanks for the update Jan. Glad to know that your problem is resolved.
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Colin Flashman commented
This issue began occurring for me a month ago after I upgraded to the latest version of Enfocus Pitstop. My iMac is running 10.13.6 and using Acrobat DC along with the latest version of Enfocus Pitstop build 18 Build 898536 (64bit). If this is indeed an Enfocus issue, is Adobe able to work with Enfocus to try and replicate the fault and provide a solution?
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Harold Anderson commented
I dug down and found this console log of a crash showing memory usage and allocation. It appears to me that the "MALLOC" operation is the culprit.
VM Region Summary:
ReadOnly portion of Libraries: Total=421.9M resident=0K(0%) swapped_out_or_unallocated=421.9M(100%)
Writable regions: Total=34.1G written=0K(0%) resident=0K(0%) swapped_out=0K(0%) unallocated=34.1G(100%)
VIRTUAL REGION
REGION TYPE SIZE COUNT (non-coalesced)
=========== ======= =======
ATS (font support) 31.8M 5
ATS (font support) (reserved) 8K 3 reserved VM address space (unallocated)
Accelerate.framework 256K 3
Activity Tracing 2048K 2
CG backing stores 15.8M 10
CG image 820K 82
CG raster data 248K 11
CG shared images 432K 13
CoreAnimation 572K 106
CoreUI image data 2624K 32
CoreUI image file 192K 4
Dispatch continuations 16.0M 2
Foundation 24K 3
Image IO 68K 3
Kernel Alloc Once 8K 3
MALLOC 34.0G 30413
MALLOC guard page 32K 7
MALLOC_LARGE (reserved) 20.1M 4 reserved VM address space (unallocated)
Memory Tag 242 12K 2
Memory Tag 251 44K 3
OpenCL 72K 10
Process Corpse Info 2048K 2
STACK GUARD 56.1M 20
Stack 16.7M 24
VM_ALLOCATE 16.1M 24
__DATA 37.9M 337
__IMAGE 528K 2
__LINKEDIT 108.4M 48
__TEXT 313.4M 332
__UNICODE 552K 2
__mw 12K 2
dylib 4K 2
mapped file 103.0M 71
shared memory 16.5M 16
=========== ======= =======
TOTAL 34.7G 31569
TOTAL, minus reserved VM space 34.7G 31569 -
Harold Anderson commented
ROFL Pascal, and thanks for the "pat on the back" Gwenda.
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Pascal Duperron commented
Harold, I got the strange feeling as I read you that Aqsa is the new HAL 9000. A.I. chatting robot.
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Gwenda commented
LOL Harold I like your style!
I think I might give it a go as well... at least send them the thread through the customer service chat anyway... maybe many times!
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Harold Anderson commented
Well Ed, Ric & Gwenda, your recent posts, and my continued problems with acrobat lead me to chat again with customer service. All pointless of course, but maybe if we all spend the 20-30min. addressing it with them they might realize there's a problem (I doubt it but...). Transcript of chat:
Aqsa: Hello. Welcome to Adobe Technical Support.
Aqsa: Hi, how are you doing today?
Harold Anderson: Please have Acrobat developers review and then deal with this problem detailed in this thread! https://acrobat.uservoice.com/forums/590923-acrobat-for-windows-and-mac/suggestions/31664974-acrobat-cc-excessive-ram-usage?tracking_code=374988a5919276badb0509cc7ff587f6
Aqsa: I understand your concern, I apologize for the inconvenience caused to you. I will try to help you out with best
Aqsa: of my expertise.
Aqsa: May I have your phone number to make it easier for us to locate your account the next time you contact us?
Harold Anderson: ***-***-XXXX
Aqsa: Thank you for the information.
Aqsa: could you please stay Online for 1-2 minutes so that , i can pull up your account details?
Aqsa:
Harold Anderson: I'll be working as you retrieve info
Aqsa: Sure Harold.
Harold Anderson: Boy, retrieving my info must be a deep dive in your system.....
Aqsa: Thank you for staying online.I apologize to keep you waiting Harold.
Aqsa: Could you please help me with the operating system you are using?
Harold Anderson: <sigh> Yes, but it should all be documented, and recorded in my account based on the last time I WASTED 1.5 hrs. with a customer support rep. OS is Mac 10.11.6
Aqsa: I understand Harold, i will surely help you with this.
Harold Anderson: Have you even reviewed the thread that I posted in the opening comment???
Aqsa: Yes Harold. i will help you out with that also.
Aqsa: Could you please help me with the name of the application you are using on adobe?
Harold Anderson: Acrobat Pro DC - Architecture: x86_64 Build: 18.11.20058.296032 AGM: 4.30.78 CoolType: 5.14.5 JP2K: 1.2.2.41223
Aqsa: Thank you for the information.
Aqsa: Can you stay online for 2-3 minutes while I check this information for you?
Harold Anderson: Check what information??"??? You're beginning to waste a heck of a lot of time while I'm sat on my bosses time clock!
Harold Anderson: Look, I tell you what. You have my email address based on my adobe ID info, you have my phone number. Contact me if you guys EVER care enough to figure out how to fix this problem. Thank you, goodbye -
Ed commented
I would like to add that I am also having this issue. Acrobat is fully patched, I am using Pitstop and Heidelberg's PDF Toolbox as they are necessary for my job. I would revert back to Acrobat Pro XI (I have it on my machine) but then I have to fight with the frustration of how it prints crop marks. I would love to be able to provide better information but all I can do is keep an eye on Activity Monitor and kill with extreme prejudice when I see the memory beginning to be eaten away.
This is on an iMac 5K Late 2017 with 64GB of memory, btw.
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Ric commented
I agree with Gwenda in that I have got in to the unfortunate habit of having to monitor ram usage by Acrobat constantly. I still get caught out and end up wasting so much valuable time waiting while I attempt to quit or force quit Acrobat and get the computer back to normal.
I can't believe Adobe are just ignoring this. How is this review going Amboo Srivastava (Sr Lead Engineer, Adobe)? Let's have some feedback!
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Gwenda commented
so its been a year since this started, and as usual ADOBE are just ignoring it, maybe hoping it will go away?
Its been 'Under review' since november 2017Its really f**ing frustrating to have to monitor ram usage this closely simply due to one application and then quit every hour (at the least) just to avoid a complete shutdown.
Is anyone at ADOBE even remotely interested that you have numerous peed off people??
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jeller commented
I also just started having this issue as of Monday, July 23rd, 2018. I had never had this issue prior to that day and have not installed any Acrobat or Mac OS updates prior to the problem beginning. I have spent the entire week researching and troubleshooting the issue and have determined that Acrobat Pro DC is the culprit. I am running Mac OS 10.11.6 (El Capitan) on a Mac Pro with 16GB of RAM. Acrobat Pro DC version 2018.011.20055
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Gwenda commented
I have also updated to High Sierra and still have the same ongoing issue.... Cmon Adobe, are you doing anything at all about this?
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Anonymous commented
Since I updated from 10.11.5 to 10.11.6 (OS X) I now too have Acrobat Pro DC sucking up all my memory. 20GB+
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Feedup commented
I have Adobe Acrobat Reader DC running on a Windows 2012 R2 server with 48GB of RAM and Adobe DC is utilizing very high usage for any user that uses it.
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Gwenda commented
Hi again Adobe... anything? anything at all??
Its been 10 months since this issue started happening and it still continues, with nothing from Adobe to solve it.
Very disappointing -
Michael commented
Hello, I have an update to the Acrobat DC issue. I have moved on to another iMac (the older one was a 2011 model – I have migrated to a 2013 model). I made a clean install of High Sierra from a usb flash drive, downloaded all the CC applications that I use, including Acrobat DC. I also installed the 2018 update of Pitstop Pro. One item I did not reinstall was Adobe Flash. So far I have not had the problem with excessive ram usage. So could Flash be the issue? Or could it be Pitstop Pro?
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Harold Anderson commented
Well I'm pretty much done with Adobe tech support. After contacting them, a tech logging on remotely, grabbing all kinds of log dumps and then leaving I've been pestered almost daily by emails asking if it's been resolved and if I've had time to test the troubleshooting procedures they suggested.
I can pretty much say that it has nothing to do specifically with the Pitstop plugin. I don't run Pitstop but do use the FusionPro plugin. But I think it's more with the application itself or its updater or licensing verification. But, it also could be with the multitude of background processes that deal with their cloud services, Typekit, and whatever other reasons they have for occupying my ram and cpu.
Before I reduce myself to just plain out angry complaining I'll end by posting the troubleshooting procedures they suggested, and get back to my workarounds. Good luck.
We had a conversation regarding your issue that Acrobat was taking a lot of space in your system. We apologize for the inconvenience caused to you. Please try the following troubleshooting steps, and check if the issue gets resolved:
These kind of error come up when there's any security software is conflicting with the application.
1. Try to disable the security software if there's any
2. Try to check if there's any update is pending for the Acrobat
3. If possible, try to enable root user and close all the processes for Creative Cloud and use Acrobat Only:
To enable root user, follow the mentioned steps:
Choose Apple menu () > System Preferences, then click Users & Groups (or Accounts).
Click lock icon, then enter an administrator name and password.
Click Login Options.
Click Join (or Edit).
Click Open Directory Utility.
Click lock icon in the Directory Utility window, then enter an administrator name and password.
From the menu bar in Directory Utility:
Choose Edit > Enable Root User, then enter the password that you want to use for the root user.Log in as the root user
When the root user is enabled, you have the privileges of the root user only while logged in as the root user.
Choose Apple menu > Log Out to log out of your current user account.
At the login window, log in with the user name ”root” and the password you created for the root user.4. If root user doesn't work try to work with the application in Safe Mode
Please let us know in case of any further query, and we will be glad to assist you.
Thank you for contacting Adobe Customer Care.
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Jan commented
I've made a video from a typical memory buildup.
https://youtu.be/Oq6cvzEI9aEFor who's interested: Below you can download the crash report of Acrobat Pro. This crash report was generated after the Acrobat Pro crash in the above mentioned video.
https://drive.google.com/file/d/1dUPeY3WnBgTLG1JbJuzSErXGlxPgFFnV/view?usp=sharing -
Ric commented
I had a week of bliss with no problems at all but I was tempting fate in thinking that the issue had gone! It's back again as before!!!
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jts_prepress commented
I am experiencing same issues as others have described, since early March 2018. (after I updated Acrobat to latest build)
I have to keep an eye on the activity monitor to ensure I quit/reopen Acrobat prior to all RAM being used thus forcing me to restart the Mac.
I've spoken to several former coworkers, at different companies, and they have yet to have this issue. Frustrating to say the least!!
I am going to try and go back to an earlier release of Acrobat and see if that helps.
I'm on a 2010 iMac, 20 gb memory, macOS Sierra 10.12.6, Acrobat Pro DC version 2018.011.20038, plugins installed: Enfocus Pitstop Pro 2017 and Kodak Tools. -
Harold Anderson commented
Since the session I had with a tech I've received these suggestions and emails from Adobe.
These kind of error come up when there's any security software is conflicting with the application.
1. Try to disable the security software if there's any
2. Try to check if there's any update is pending for the Acrobat
3. If possible, try to enable root user and close all the processes for Creative Cloud and use Acrobat Only:
To enable root user, follow the mentioned steps:
Choose Apple menu () > System Preferences, then click Users & Groups (or Accounts).
Click lock icon, then enter an administrator name and password.
Click Login Options.
Click Join (or Edit).
Click Open Directory Utility.
Click lock icon in the Directory Utility window, then enter an administrator name and password.
From the menu bar in Directory Utility:
Choose Edit > Enable Root User, then enter the password that you want to use for the root user.Log in as the root user
When the root user is enabled, you have the privileges of the root user only while logged in as the root user.
Choose Apple menu > Log Out to log out of your current user account.
At the login window, log in with the user name ”root” and the password you created for the root user.4. If root user doesn't work try to work with the application in Safe Mode
Then I received this email:
Greetings of the day
We have received your reply, and we understand your concern that the shared troubleshooting steps might be time consuming. We apologize for the inconvenience caused to you due to this issue and we would never want to disappoint a valuable customer like you. It is our top priority that we work to remove this issue at the earliest, and we will be releasing a fix for this in our future updates for Acrobat.
We have already forwarded this issue to our product development and engineering team, and our team is working on this issue. However, we suggest you to please try the troubleshooting steps at your end according to the time most suitable to you, and let us know about the results.
Thank you for contacting Adobe Customer Care.