PDF created in Acrobat is crashing PF every time.

ecpht's Avatar

ecpht

15 Jun, 2017 04:15 PM

title says it all - when browsing to the file in PF it gets stuck and crashes. Finder is fine.
I can send the file and PF crash report. Please advise.

  1. Support Staff 1 Posted by Path Finder Sup... on 15 Jun, 2017 05:38 PM

    Path Finder Support Team's Avatar

    Hi,

    Thank you for your email!

    In order for me to best assist you could you specify the following information:

    1. What is the exact version of Path Finder that you currently have (including the build)?
    2. What is the version of your Operating System?

    Looking forward to your reply to provide you with further assistance. Thanks!

    Best Regards,
    John,
    Path Finder Support Team

  2. Path Finder Support Team closed this discussion on 15 Jun, 2017 05:38 PM.

  3. ecpht re-opened this discussion on 15 Jun, 2017 07:22 PM

  4. 2 Posted by ecpht on 15 Jun, 2017 07:22 PM

    ecpht's Avatar

    PF 7.5 (1720)
    Mac 10.11.6

    do you want the file and crash report?

  5. Support Staff 3 Posted by Path Finder Sup... on 15 Jun, 2017 08:05 PM

    Path Finder Support Team's Avatar

    Hi,

    Yes, please send them for testing.

    Also, as a first troubleshooting step, may I kindly ask you to reinstall the application and try if this issue will persist with version 7.4.1. It may be a backward compatibility issue.

    To re-install Path Finder 7, first make sure to back-up your license information, so you have it ready after finishing this process. Next, follow the uninstall process listed in this Knowledge Base article:

    http://support.cocoatech.com/kb/installation-compatibility-and-perf...

    Please download 7.4.1 installer:
    https://www.dropbox.com/s/lulj4yiioa3h4ig/PF_7.4.1_%281704%29.zip?dl=0

    Put the Path Finder.app file in your Applications folder (it will perform this task automatically if opened in its download location), and then enter your license information.

    Please let us know how it goes!

    Best Regards,
    John,
    Path Finder Support Team

  6. Path Finder Support Team closed this discussion on 15 Jun, 2017 08:05 PM.

  7. ecpht re-opened this discussion on 16 Jun, 2017 03:11 AM

  8. 4 Posted by ecpht on 16 Jun, 2017 03:11 AM

    ecpht's Avatar

    So i have to delete all of my PF prefs and workspaces? That's a pain.

    I just made it happen again and sent the crash report through PF - I entered my name and email.

  9. 5 Posted by ecpht on 16 Jun, 2017 01:58 PM

    ecpht's Avatar

    I just sent a WeTransfer link with the PDFs and crashlog to the [email blocked] email.

    I figured out that it only crashes in column view not in icon and list view. Other PDFs I created in the past work fine in all views.

  10. Path Finder Support Team closed this discussion on 16 Jun, 2017 04:53 PM.

  11. Path Finder Support Team re-opened this discussion on 16 Jun, 2017 05:14 PM

  12. Support Staff 6 Posted by Path Finder Sup... on 16 Jun, 2017 05:14 PM

    Path Finder Support Team's Avatar

    Hi,

    Thanks for the files.

    I've just tested them on my side and I had no issues with opening them in Column view with OS Sierra 10.12.5. Unfortunately, I don't have machine with El Capitan.

    As I can see from the crash log, this issue may be related to the PDF kit update that Apple had implemented in Sierra 10.12.4, and Adobe could make some changes in their code, so the new files differ from the old ones, and these changes may cause crashes.

    Just to confirm, your old files work correctly (if possible, could you please specify when they were created so I could check Adobe changelog) in any view and the new ones cause crashes with both PF 7.5 and PF 7.4.1?

    Looking forward to your reply!

    Best Regards,
    John,
    Path Finder Support Team

  13. Path Finder Support Team closed this discussion on 16 Jun, 2017 05:14 PM.

  14. ecpht re-opened this discussion on 19 Jun, 2017 01:56 PM

  15. 7 Posted by ecpht on 19 Jun, 2017 01:56 PM

    ecpht's Avatar

    The PDFs were created in Acrobat 9.5.5 (very old but never had an issue before) this past Thursday.

    Yes crashes in column view on 10.11.6 in PF 7.5 and 7.4.1, but icon and list view are ok as is Finder. I don't have a Sierra system to test on (I put off OS updates as long as possible)

    I'm able to work around it but obviously I'd like to figure it out since it crashes the whole program.

  16. Support Staff 8 Posted by Path Finder Sup... on 20 Jun, 2017 06:42 PM

    Path Finder Support Team's Avatar

    Hi,

    Thank you for the information!

    Weird. As I understand it is an old version of Acrobat, and it didn't have any updates recently.

    I have forwarded your email to our developers. It may take some time to investigate the details of the issue.
    Once we do, we will get back to you.

    Thank you for your patience.

    
Best Regards,
 John,
    Path Finder Support Team

  17. Path Finder Support Team closed this discussion on 20 Jun, 2017 06:42 PM.

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