Feature request / Bug report

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.

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  • Rick commented  ·   ·  Flag as inappropriate

    Hi Folks

    I have fixed my excessive RAM problem with Acrobat DC on my mac running High Sierra, and hoping I can help others out with my find.
    Here is how I did it:

    Quit Acrobat DC

    Go to HD/Users/user/Library/Preferences

    you will see an "Adobe" Folder
    In there you will see a folder called "DC" - move the whole folder out and put it somewhere else on your mac.

    Now find these files in the preferences folder and move them out too:

    com.adobe.Acrobat.Pro.plist

    Acrobat Distiller Prefs

    Acrobat WebCapture Prefs

    com.adobe.Acrobat.Pro.plist.IATI4SF

    I just created a folder on my desktop called Acrobat DC Preferences and moved everything into that.

    Now open Creative Cloud, click on Apps tab, and look for Acrobat DC
    Where it says “Open” click on the arrow next to it and select “Manage” then uninstall.

    It will ask for your admin password and also ask if you would like to uninstall any older versions.

    You have to say yes to uninstall older versions, or it won’t complete the uninstall.

    Once this is done, look for Acrobat DC in the list again and click the update button.

    Acrobat DC will now install again.

    Once that has completed, install your Pitstop if applicable.

    I have been using Acrobat DC now for a few days, with no issues.
    I’ve kept Activity Monitor open to keep and eye out.
    I’ve noticed if i open a big file, the memory increases and when in close the file it drops back down again.

    No more 45gb of RAM being used if i have it open for an hour.
    I’ve had it open all day now, checking files, pit stopping files, organising pages and the MEMORY in Activity Monitor, is staying consistent.

    Hope this is useful for other people out there having problems with this issue.

  • Rick commented  ·   ·  Flag as inappropriate

    I've recently updated my 2012 iMac to High Sierra, so I can run CC 2019 and my Acrobat DC was making my system run out of memory and everything running slow and constant spinning balls.
    The only way round it i have found it to uninstall DC and install X1. Luckily Pitstop 18 works fine on X1. Since i have been running X1 with DC uninstalled, my mac hasn't slowed down once and no spinning balls whatsoever. How can this have been going on for over a year and still under review?
    It's not good that you have to downgrade your application, that you are paying a huge subscription for, just so you can do your job at a normal pace rather than a snails pace, due to buggy software.
    Come on Adobe, sort it out!!!

  • Chris commented  ·   ·  Flag as inappropriate

    Why!!!!!!!!!!!..... at least I know those of you who are following this thread are feeling my pain as well.

    It's so tedious, day in day out and the combined minds of Adobe can't sort out a seemingly simple problem of memory drain.

    Oh well, another force quit and start over, so tedious.

  • Gwenda commented  ·   ·  Flag as inappropriate

    So far after a week with the new user login, I havent had to quit acrobat. It has had its usual share of crashes but not due to the memory issues.
    I think creating a new user has definately helped me.
    And I accidentally logged into the old user, with the updated software on monday and acrobat crashed again about half an hour later, so the update didnt do a thing

  • Ric commented  ·   ·  Flag as inappropriate

    If anything this latest update seems to made the issue worse on my mac! I've resorted to quitting Acrobat much more often as it has a vicious habit of eating up much more memory when I'm not looking!!!

  • Chris commented  ·   ·  Flag as inappropriate

    I read Jan's comment yesterday and eagerly updated to 2019.008.200.74, my high hopes were dashed this morning when I had to force quit acrobat as it was using 162Gb of virtual memory. So no change and back to square one.

  • Jan commented  ·   ·  Flag as inappropriate

    Finally! the memory problem on 2 of our Mac systems are gone. I've installed the 2 latest updates for Acrobat Pro. I'm running on version 2019.008.200.71.
    I've waited a whole year for this!

  • Gwenda commented  ·   ·  Flag as inappropriate

    So I have finally been able to create a new user and get everything working as per my old user (mail, all my software, logins etc), and so far ***touch wood*** after two days I have yet to have a crash in acrobat.
    I am hopeful, but I have had others try this and still had the same issue eventually start up again... I really dont want to be doing this every few months.

  • Harold Anderson commented  ·   ·  Flag as inappropriate

    Final post to 2nd support case. Nevermore to deal with Adobe about this problem.

    "Why I come here and update this case when it's become blatantly obvious that no one at Adobe is paying any attention to this is beyond me!
    Tech failed to call as scheduled time on scheduled day, he called the day after. THEN, he wanted to remote in and collect logs. Presumably the SAME LOGS I HAD COLLECTED WITH YOUR LogCollectorTool, which the app said it uploaded. BUT, the tech said, "Sorry, we never received them".
    WTH ADOBE! DO I NEED IT MADE ANYMORE CLEAR TO ME THAT YOU DON'T CARE ABOUT THIS PROBLEM OR HOW IT AFFECTS THE WORKERS AND BUSINESSES THAT PAY MONTHLY TO USE YOUR SOFTWARE??? Forget it all, close the case. I have my workarounds and as long as they work I won't waste anymore of your time trying to help you fix what's broken!

  • Harold Anderson commented  ·   ·  Flag as inappropriate

    Nearly two weeks later, daily bot emails threatening to close my case. Here's my latest/last chat on the subject:

    Minakshi Mishra: Hello. Welcome to Adobe Technical Support.
    Minakshi Mishra: How are you doing today?
    Harold Anderson: could be better
    Minakshi Mishra: Harold, I really apologize for the inconvenience caused to you. I assure you that I will try my best and get this issue resolved as soon as possible.
    Minakshi Mishra: As per mu understanding you want to close the case, am I correct?
    Harold Anderson: no, you guys have closed the case without acknowledging anything about the problem. I originally asked for Acrobat developers to review this thread on your bug report pages: https://acrobat.uservoice.com/forums/590923-acrobat-for-windows-and-mac/suggestions/31664974-acrobat-cc-excessive-ram-usage?tracking_code=aabc37a804b90303e7b72a84cb7cfa73
    Minakshi Mishra: Could you please share the screenshot with me of the error your are facing?
    Harold Anderson: Many people are having problems with Acrobat DC gobbling up all ram and VM and bringing both Mac and Windows systems to a crawl. Over the past week I've received NOTHING but "waiting for your input" emails, gone to the support case and given input, THEN I get a call saying you're going to close it and now I've received an email notifying me the case is closed. Fine, Adobe has been ignoring the thread for over a year and a prior chat has resulted in ABSOLUTELY NO feedback from Adobe as to acknowledgement of the problem. I'll share a log I have showing what I think is the culprit, gobbling up the ram but I'm done! I have my workaround (to quit acrobat whenever not in use) and I've wasted enough time ******* my head against the Adobe corporate wall!
    Harold Anderson: Here's the log, I've got to go. have a good night or day or whatever part of the world you're in.

  • Harold Anderson commented  ·   ·  Flag as inappropriate

    Anonymous, I really don't think it's a Pitstop issue, maybe something internally with Acrobat and it incorporating plugins, but not directly Pitstop. The problem for me manifested out of the blue, with no upgrade to Acrobat Pro DC, or the FusionPro plugin (only one installed at the time). I had been running fine for quite some time (year or more) with only the FusionPro plugin and no problems.

    I am leaning more toward what I found in the portion of a log I posted below. It's a log detailing an Acrobat crash, force quit, after bogging my system down by grabbing memory. I'm certainly no programmer but the log clearly shows Acrobat's "malloc" operation allocating 34.1 GBs of memory. This from the wiki page concerning Malloc has me even more convinced:
    "Manual memory management is known to enable several major classes of bugs into a program when used incorrectly, notably violations of memory safety or memory leaks. These are a significant source of security bugs."
    https://en.wikipedia.org/wiki/Manual_memory_management

  • Colin Flashman commented  ·   ·  Flag as inappropriate
  • Colin Flashman commented  ·   ·  Flag as inappropriate

    Believing this may be an Enfocus Pitstop issue, I've reached out to their support to see if they can replicate the fault on their machines. That said, they were unable to do so, but so that the Adobe Technicians can rule out Enfocus as an issue, the Enfocus support ID reference was ENF-00126172 and I was speaking to Jan De Brabanter at Enfocus Support.

  • Gwenda commented  ·   ·  Flag as inappropriate

    After speaking to Adobe support, I am going to try logging in to the computer using a different log in... of course that means setting up a completely new user with all the access to software i currently need... bit of a major effort.
    So far it seems to be working but I have yet to set up the user as i need it to be for me to use, i.e email etc, so once i have done that and run for a few days, I will report back.
    Someone else through work suggested it may be something in the current users library (i.e. something conflicting with acrobat that is causing the issue/conflict), so setting up a new user could fix it.

    will see if it works ;-)

    Not sure why Adobe support hasn't come back to suggest this if this does fix the issue??

  • Colin Flashman commented  ·   ·  Flag as inappropriate

    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?

  • Harold Anderson commented  ·   ·  Flag as inappropriate

    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

  • Pascal Duperron commented  ·   ·  Flag as inappropriate

    Harold, I got the strange feeling as I read you that Aqsa is the new HAL 9000. A.I. chatting robot.

  • Gwenda commented  ·   ·  Flag as inappropriate

    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!

  • Harold Anderson commented  ·   ·  Flag as inappropriate

    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

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