Harold Anderson

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    Harold Anderson commented  · 

    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  · 

    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  · 

    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

    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.

    Harold Anderson supported this idea  · 
    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

    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.

    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.

    Harold Anderson commented  · 

    1 hour, 40 minutes with support, remote access, Acrobat wouldn't show the issue, logs collected and passed to rep.....

    Harold Anderson commented  · 

    50 minutes and FINALLY a rep has come to chat.

    Harold Anderson commented  · 

    I agree Chris, that I'd like to discuss "face to face" this problem with Adobe but chat/phone support isn't an option as I have no time to sit on hold or waiting for representative to get on chat. Trying chat now, been 15 min. and all I get is "Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly.". Will keep the page loaded, checking as I can as I work files. Fact is, it's a problem with their software, perhaps exemplifying a bug with OS X, all we're left to do is deal with the workarounds because they aren't in any rush to fix it, let alone even acknowledge that the problem exists. Adobe is too big with their fingers in too many pies to have to care.

    Harold Anderson commented  · 

    This is complete BS! If my boss were to pursue legal action he could easily claim at least 1/4 of last years salary in lost wages waiting for Adobe apps to launch, dealing with their bugs and resetting preferences because of corrupt preferences.
    I will take Chris' advice and try (as time and patience will allow) to contact by phone and/or chat. Been waiting for representative in chat for about 25 min. now.....

    Harold Anderson commented  · 
    Harold Anderson commented  · 

    Still struggling with Acrobat DC and it gobbling up memory. Could pollute this thread with Activity monitor shots showing it holding upwards of 60 GBs of VM or maybe paste long Console logs that mean nothing to me, but why if Adobe is just ignoring the problem? BTW, only running FusionPro plugin, no recent updates to Acrobat or that, just started out of the blue.

    Harold Anderson commented  · 

    Memory problem popped up on me last Thursday, out of the blue, no plugin installs or updates to DC. Rendered DC useless but for quick launch, view and quit of the app. Waiting for Adobe to give a @)(#!

  2. 21 votes
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    Under review  ·  23 comments  ·  Acrobat for Windows and Mac » Other  ·  Flag idea as inappropriate…  ·  Admin →
    Harold Anderson commented  · 

    Well sorry Greg, Time Machine isn't the answer for me. Turned it off, disconnected drive and after about an hour Acrobat had gobbled up 2 GBs of ram and turned my mac into a slug. Another side effect of this is it destroys my sidebar in all application windows and forces a restart. Fine when I'm in the finder, but any application looses all Favorites which I use to hop around shares and other stuff.

    Adobe... you're going to fix this when?

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