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17 Messages

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350 Points

Mon, Aug 7, 2017 3:29 PM

Photoshop CC: Hangs When Opening PDFs

For years, every time I try to open a PDF in Photoshop it makes Photoshop hang, the only way to stop it is to Force Quit PS. This has happened with multiple OS versions, multiple machines and with multiple PS versions.


It used to be that Force Quitting and re-opening PS would mean I could open the offending PDF fine the second time, but recently it's got to the point where Force Quitting means I cannot open PS again. Frequently this results in PS refusing to either open or close, it doesn't show in Activity Monitor and it stops my MBP from restarting or shutting down, requiring a forced shut down. (In fact, I'm having to do that right now after this post as PS is refusing to open or quit.)


I'm worried this is affecting my hardware and it's seriously affecting my ability to do my job. Given the number of people with the same issue over so many years, I don't understand how Adobe has ignored this.


My spec:

MacBook Pro (15-inch, Mid 2012)

2.6 GHz Intel Core i7


16 GB 1600 MHz DDR3


NVIDIA GeForce GT 650M 1024 MB


Intel HD Graphics 4000 1536 MB




Currently using latest PS CC 2017 version.


Any help would great, thanks!

Responses

Adobe Administrator

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3.5K Messages

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53K Points

3 years ago

Howdy Emma,

Sorry you're running into such a problem.  The reason it hasn't been fixed is because this isn't something we've been hearing from customers.  That leads me to believe there is something specific about your setup (and that of the other people encountering this problem).  I actually was monkeying with PDFs in PS just last week...

So, let's see if we can work together to narrow this down a little, ok?

Do you have this problem with all PDFs or just a few specific ones?  Would you be willing to send me one of the offending PDFs?  Do the PDFs contain some specific (particularly uncommon) fonts?  How large are the PDFs?

How about your system?  What other apps are you running at the same time?  How are you opening the PDFs -- File > Open or click-and-drag or CMD+click+context_menu or via Bridge or ... ?

Let me know and let's see if we can figure this out for you.

Thanks,
David

17 Messages

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350 Points

3 years ago

Hi David,

Thanks so much for getting in touch. Sorry to contradict you, but there are  indeed a number of people who have had and have been having this issue for years. In fact I left a similar comment on this thread which has existed without a fix since 2013, with people regularly adding to it, it might be useful to have a look through it: https://forums.adobe.com/thread/1161665

To address your questions - it's always the first PDF I attempt to open in a session. So if I've not opened a PDF since opening PS then any and all PDFs hang on the PDF settings dialogue box. I say this honestly - it is every type PDF, from text-heavy to no text, single page or multi-page. It's been happening for years since using CS4, on multiple different machines. It can be a 250KB PDF or 50MB, it's always the same problem.

Due to the fact that I know it will always happen,  I make sure to save any previous work and shut all files, including any other CS software that might have been running. So other than Chrome, Safari and Mail there won't be any other programmes running.

This happens when dragging the PDF to the PS icon in my toolbar, when using PS's File > Open mechanism and also when CMD+clicking on the file itself.

In short, it's always the first PDF regardless of size and content.

In order to fix the issue I have to Force Quit and restart PS (clicking escape/cancel does nothing) and it usually allows me to open the same file without an issue once I've reopened PS and let it run a little. Recently however I've found that in addition to Force Quitting I've had to force power down my entire laptop as PS hangs completely, to the point that Force Quit and Activity Monitor do not behave as if PS is open, but the toolbar shows it as such and I'm unable to do anything else with it.

I hope that all makes sense, I'd love to work out what the issue is and fix it as I work with a lot of graphics due to the nature of my job.

Many thanks,
Emma

Adobe Administrator

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3.5K Messages

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53K Points

Hi Emma,

Sorry for the delay.  I got pulled onto another issue, but I should (mostly) be back now.

This is odd.  I open, close, save, and create multiple PDFs a day.  Heck, much of what I've been doing this last week revolved around creating and validating PDFs with all sorts of funky attributes.  And I didn't see this once on either Win or Mac nor did any of the other guys I was working with have any problems like this at all.  Heck, a couple of months ago, I created a 12 page booklet in PSD which I saved out as various forms of PDF (at different resolutions, rearranging pages, you name it) without the slightest hiccup.  Everything round-tripped fine as well.

That you have this problem only once in a session makes me curious about your setup.  I'm wondering if there's an Acrobat component on your machine that needs updating, but which is technically outside the Photoshop workflow/footprint.  What version of Acrobat are you running?  Have you tried reinstalling it?

I know, grasping at straws, but they seem the most solid leads I can come up with.

Thanks,
David

17 Messages

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350 Points

Hi David, thanks for getting back to me, sorry this is such a baffling one. I'm definitely not the only person with this issue (please see the thread I linked you to, and I also have friends who have the same problem), so perhaps we can work it out.

Are the PDFs you work with ever made in another programme? A lot of the ones I use are made in InDesign, I don't know if that could change anything?

I'm a CC member, and as far as I'm aware all of my Adobe products are up to date - my Acrobat Pro DC is version 2017.009.20058, and all of my other CC programmes are the latest editions. I've not tried reinstalling it, but as it's been happening for years across different machines/OS's and from CS4 through CS5 and to CC, I'm not entirely sure what that would achieve? I don't believe I'm running any plug-ins for Acrobat, and other than custom brush sets, patterns and fonts, I don't really have anything in PS that I think would be related?

Activity Monitor doesn't seem to throw up anything unusual whilst it's happening, in fact it usually shows PS as running normally, or in the case of the secondary Force Quit issue it doesn't show it as running at all.

I thought for a while it could be a font issue as I only use Font Book and not a third party font software, but given that it occurs with text-less PDFs too, I'm not sure that tallies either. 

This really does drive me mad - I've pretty much stopped importing PDFs into PS to avoid the issue.

Cheers,
Emma

Champion

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2.2K Messages

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36.9K Points

Do you have ANY version of Acrobat Reader installed? At least one person resolved there PS hang issue by uninstalling and updating Acrobat Reader DC to the latest version.

https://get.adobe.com/reader/

Also the latest version of Acrobat Pro for Mac is Version 2017.012.20093. Check for updates with the Creative Cloud app. If none found download and install it from here:

http://supportdownloads.adobe.com/product.jsp?product=1&platform=Macintosh

17 Messages

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350 Points

Hi Todd,

Thanks for letting me know about the latest Acrobat Pro - it's weird as my CC says it's updated to the latest version, and manually checking for updates also says as such, so clearly something is wrong with the updater as well!

However, I'm not sure this will fix my issue as, like I say, I've had this problem for years across multiple devices and multiple versions of Creative Suite/Cloud.

Cheers,
Emma

Champion

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2.2K Messages

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36.9K Points

You mentioned that you use Font Book. Have you always used that even with older CC apps (CS5, etc.)? If so that may be the source of your issue, but I'm not sure how to disable able it to see if it "fixes" the hang.

4 Messages

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130 Points

3 years ago

I have been having similar problems for years. I work with Photoshop CC on a Mac Mini (currently working in PS2018 version 19.0 /OS 10.12.6) and these problems keep occurring no matter which OS or CC version I use. These problems only occur when I'm saving or trying to open a pdf.

Just now I saved a pdf with Bridge and tried to open it in Photoshop, this time PS completely froze and I had to force quit, often it will eventually save or open the document but this will take more than 5 minutes. After having trouble with the first pdf, PS will normally not have trouble with pdf's after this. 

When saving a pdf the process will usually freeze at 10%. I have discovered that I have slightly less trouble saving pdf's if I avoid underscores in the file name. 

Adobe Administrator

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3.5K Messages

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53K Points

Hi Joscha,

What size PDFs are these?  Could you send me one?  How are they created?  Have you tried creating a simple image in PS and saving it as a PDF?

Thanks,
David

4 Messages

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130 Points

It can be any kind of pdf, smallest file size / press quality, whatever. It happens when I try to save a single page as a pdf but also when I'm trying to make a multiple pdf file via automate.

With saving, it seems to work if I avoid underscores in the file name. Although the first save will usually take minutes to complete. The first save gets stuck at 10% for a long time. Once the first one went through ok, it usually will save pdf's just fine, at least for a while.   

Opening pdf's is a total horror. Yesterday I created a number of pdf's via bridge that I then needed to open in Photoshop. Photoshop would freeze every time I tried to open one. Then I'd need to force quit PS.

After force quitting PS would not start up anymore: the icon in the dock starts bouncing but nothing happens. Photoshop doesn't seem to be running. It will show up in force quit but doesn't react when you try to shut it down. Because of this I cannot restart my mac, since it will tell me that photoshop is unable to quit, leaving me no other option than to shut down my mac by holding the power button. I had to do this five times yesterday.

I will send you one of those pdf's I made with bridge and then tried to open but I doubt it has anything to do with the file. Today I tried to finish that job I was working on at home, using my MacBook Air and it worked just fine. So I'm pretty sure it has something to do with Photoshop in combination with my MacMini. Also, at the office I use a Wacom Cintiq 24HD, at home I use a Cintiq Pro 16".

As I mentioned yesterday I have been encountering these problems on my MacMini for years, so it does not seem to be related to either a specific version of Photoshop or my OS.     

1 Message

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80 Points

3 years ago

I have always had this problem with Photoshop CC. I still keep Photoshop CS6 on my computer because I can open PDFs in it with no problem. If I open in CC it always freezes and I have to force quit. This is annoying if I have other files and haven't saved them. Doesn't matter file size, any PDF freezes Photoshop CC. For me I'm usually opening a pdf saved from Illustrator or InDesign that I quickly want to make a jpg for a visual.

I've never complained because I assumed it would eventually be resolved in a update but it never has. 

Andrea

Adobe Administrator

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14.9K Messages

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285.7K Points

Can you post a PDF that you can't you can't open? I open PDFs regularly without problem here, so it would be good to find out if it's something specific about your files, or your system.

Sr. Product Manager, Adobe Digital Imaging

1 Message

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80 Points

2 years ago

I have had this same problem for years—probably as far back as CS5 or so. No matter what size/type of PDF or how I open it in Photoshop, once I see that PDF import options screen, it freezes for at least 5 minutes. It has happened on my 2007 and 2013 iMacs from OSX Snow Leopard to current OS. Like everyone else, if I force quit Photoshop, re-open, and try the same PDF again, it’ll work. Lately, it has gotten worse. Again, like everyone else, I force quit Photoshop. The dock shows it’s closed and it’s no longer in Activity Monitor. I try to reopen and it hangs—nothing starts up. It shows up in the Force Quit window, but WILL NOT DIE! Nothing in Activity Monitor as well, so I had to force a shut down with my iMac.

It IS a problem and it’s not tied to one specific PDF or system. Most people just don’t have the time to spare to contact Adobe. No offence to you personally, but Adobe has left customers high and dry when it comes to tech support. That has happened to me too many times.

Adobe Administrator

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14.9K Messages

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285.7K Points

Can you post a PDF that you can't you can't open? I open PDFs regularly without problem here, so it would be good to find out if it's something specific about your files, or your system.

Sr. Product Manager, Adobe Digital Imaging

2 Messages

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74 Points

SO right, Jeff. It's a problem, it's not a specific PDF or system, and I've had it for years and I'm too busy to contact Adobe.

1 Message

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50 Points

I work with in Photoshop 8-10 hours a day and have this issue constantly. Running 2019 CC on a Mac w/ Sierra 10.12.6.

16 Messages

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282 Points

I've had the exact same issue for years as well! Doesn't matter the size of PDF, whether it has text, etc. ALSO assumed it would be fixed so never said anything. I will open a PDF in Photoshop and it will hang on the PDF import options screen. Usually for a few minutes, and eventually it works. No need to force-quit for me. And once I've opened that first PDF? All other PDFs open just fine. Regardless of size. Weird thing is? Sometimes it's the first PDF opened in a given PS session; sometimes it's not the first. (though usually it is). Feels so random. The only part that IS predictable for me: it will ALWAYS happen at least once per session of PS when opening PDFs. The subsequent PDFS will ALWAYS open flawlessly. And it ALWAYS takes just a couple minutes for it to stop hanging and eventually open. Not a huge problem, but certainly annoying.
I'm running OS 10.13.6 on an iMac with 32GB memory, AMD Radeon R9 M395 2048 MB. Running Photoshop 20.0.3.

1 Message

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80 Points

2 years ago

Hi, 
I have the latest version of Photoshop CC and i cannot open a PDF (of 2 or more pages) without a major crash - 
I even have trouble force quitting the application and have to re boot my mac.
I'm just posting here because it's affecting my work flow and it seems to be a lo priority romblem for adobe.
Thanks, 
Jess

Adobe Administrator

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14.9K Messages

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285.7K Points

All PDFs crash? What version of macOS? What version of Photoshop?

What you're describing sounds like a deeper problem than Photoshop. A system hang or freeze requiring a computer restart usually means a low level failure such as a driver (bad video card driver, etc), failing hardware (hard disk, video card, etc.) or damaged OS installation.

If it's a specific file can you post a PDF that you can't you can't open? I open PDFs regularly without problem here, so it would be good to find out if it's something specific about your files, or your system.

Sr. Product Manager, Adobe Digital Imaging

4 Messages

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130 Points

Hi Jeffery, I'm sure you are all working very hard to solve our problems -but it sometimes feels as if this problem isn't taken entirely seriously.

We all very much seem to have the same very specific problems. Yet when someone joins in, with these same issues it is always suggested that the problem is maybe caused by something else and can we please send one of our pdfs. (I did send one of mine to David, never heard anything after that) as pointed out in a reaction on the first post there is another extensive thread of people having the same issues here: https://forums.adobe.com/thread/1161665 

Thank you for your reactions and assistance. I sure hope you will be able to help us with these issues. 

Adobe Administrator

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14.9K Messages

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285.7K Points

OK. David is out right now. I need to be able to reproduce the problem in order to have engineering fix it. So if you have a file and steps to consistently reproduce I'm happy to work with engineering on it.

Sr. Product Manager, Adobe Digital Imaging

4 Messages

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130 Points

As I mentioned above I doubt that the pdf's are causing it. I'll be away from my work set-up this coming week, but if you want maybe we can plan a session after that to see if I can recreate the problem? 

1 Message

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80 Points

Hi guys. I just found this post trying to solve additional problem with module responsible for importing pdf files to photoshop. All above complains are 100% right. The problem is very old. I'm quite sure the problem is in photoshop not pdf, probably assisted by OS X version. I currently have 3 different versions of photoshop (CC, CC2015.5 and CC2018) installed on os x sierra (MacBook pro 2014 16GB RAM).
Case is:
same pdf file created using indesign CC 2015 export for screen (it really doesn't matter if its in CMYK/RGB/screen/print or any other form – the result is always the same). PDF has 2 pages inside – 1st 1920x1080px, 2nd: 1080x1920px.
Drag and drop on photoshop icon in dock, import window appears, I select both pages.
Effect:
1. Photoshop CC – I press open and it takes more time but it's flawless. multiple imports and no hang 
2. Photoshop CC 2015.5 – I press open and it is faster than CC. Both pages rastered and everything is fine until I want to do it again (open pdf in photoshop). When I try to import muliple pages file (doesn't matter if its the same file I opened first or another one) the import window opens and every thing is fine until I shift click in the second page preview to open both pages – than photoshop freezes the cursor changes to rainbow ball. Photoshop has to be force quit. after restarting photoshop same file imports fine with first import the second one freezes PS again. In OS X Sierra it happens each time, earlier I had Maverics and it happened in 60%-70% cases. 
3. This is new. I've got tired of restarting PS each time I want to open PDF for the second time and I gave a chance the new PS CC2018. same file (2 pages: 1080x1920 and 1920x1080). When you add the second page to selection it does not freeze – success I thought but I couldn't be more wrong :))). As usual when you add the next page of different size to selection during import the page size changes to the biggest dimension (vertical and horizontal) of the selected pages so in my case to 1920x1920. Every version of photoshop does it but the final render is OK so the first page after rendering is 1080x1920 and the second is 1920x1080. I wrote "is OK" but it's NOT anymore because in PS CC2018 both pages are actually rendered to 1920x1920 with content stretched!!!!!
So the conclusion: the newer the photoshop the worse it is. I'm using PS for 22 years now.  I remember PS 5.5 without all those useless function like 3D etc. working great. Now photoshop is trying to be the app for everything and you know the saying: "If something is for everything then it's for nothing" (like Corel). Each new version has a bunch of new thing which are used for 1% of the users but some functions that are obvious and have errors or could work as they should are not updated. Adobe was my favourite software company. Now it's on the same shelf as Corel.
Now the only app I can recommend to other is Indesign. 
Please Adobe just get it done right. And if you somehow manage to implement ONE really important functionality like scaling effects applied to smart object I thing people will love you.
Best regards.
Jurek

2 Messages

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74 Points

2 years ago

Same problem, have had for a LONG time. First PDF opened in Photoshop always freezes. It takes a few minutes, and it'll unfreeze. Same with saving a PDF the first time. Freezes at 10%, then after a few minutes works normally. I've noticed this in other Adobe products. I think there is something with the PDF parser or plugin — or whatever that's called — the first time it's loaded.

2K Messages

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35K Points

2 years ago

Odd. I avoid Acrobat now whenever I'm not actively creating a PDF because it hangs constantly on both my computers, but I have never had any problems with opening PDFs in Photoshop. I just again tried several completely randomly chosen from all sorts of sources—and thought perhaps they weren't long enough, so tried one of the longest I have— the AE PDF manual (almost 800 pages). Again, immediate response. I'm on El Cap and High Sierra.

There must be something more than platform, OS version, and Adobe Photoshop causing this problem among so many.

1 Message

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60 Points

2 years ago

Just want to raise my hand and say I've had this problem for years as well. Happens on my home iMac, my work Macbook Pro, and my work iMac. 

What's crazy is this has been reported on since at least 2013 : https://forums.adobe.com/thread/1161665


1 Message

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60 Points

2 years ago

Just want to chime in to say I've had this exact same issue the OP mentioned for YEARS. It's infuriating. I'm on a 2013 iMac running all the latest updates. 

Adobe Administrator

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3.5K Messages

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53K Points

Hi Keith,

I worked with a user on this problem this morning.  I'd like to collect a body of documents that I can use to demo the problem.  Could you send me one or two SMALL documents that exhibit this issue.  It would be awesome if you also had the pre-PDF source document too.  My email is < david > (dot) < mohr > (at) ADOBE <dot> com.

Thanks,
David

Champion

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1.6K Messages

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28.2K Points

David, i too remember often running into this issue on my macs. The first opening of a pdf would frequently result in a crash of the app.
I'll do some testing on this new win10 machine and see if it repro's there.

Adobe Administrator

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14.9K Messages

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285.7K Points

Eartho, The customer this AM appears to have had his issues fixed by correcting some bad permissions on his macOS system. I'd recommend anyone having crashing or freezing issues to try the same procedure under a new Admin user account to see if it abates the problem. It's a quick test, and if it does correct the issue, we know there's a permissions problem. Troubleshoot user permissions

Sr. Product Manager, Adobe Digital Imaging

1 Message

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60 Points

2 years ago

Im having the same issue, and have had it for years. So I managed so do workarounds for this. Now I can't imagine Adobe ever fixing this issue.

Adobe Administrator

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14.9K Messages

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285.7K Points

I need to be able to reproduce the problem in order to have engineering fix it. If you have a file and steps to consistently reproduce I'm happy to work with engineering on it.

Sr. Product Manager, Adobe Digital Imaging

16 Messages

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282 Points

My observation has been that it's virtually impossible to reproduce this with a given PDF. For me, it can be any PDF. I haven't even noticed a pattern as to when it happens (whether fresh restart, or in the middle of a long session). To me it seems completely random. This seems to be well-documented over on this thread too:
https://forums.adobe.com/thread/1161665?start=40&tstart=0


7 Messages

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144 Points

If an adobe IT tech wants to duplicate the problem then just use a mac, open Photoshop and open a PDF, lol

Adobe Administrator

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3.5K Messages

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53K Points

Hi Pat,

Are you really getting this issue that frequently?  I'm asking sincerely; I create, open, read, and manipulate PDFs from both Photoshop and Acrobat on my Mac all the time -- at least a couple times a week, in fact.  So I'm honestly curious what setting might be different between our two setups.

Would you mind sharing System Info?  Would you be willing to do a web-hosted screenshare and demo the problem?

Thanks,
David

7 Messages

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144 Points

Yes all the time, for years, across multiple computers (mac) and multiple versions, (not just my current rig) - However I solved the PDF issue by adding a Photoshop extension, (Multiple PDF to layers). Now it’s no problem, but before then it would crash my whole system, freeze to the point I’d just screen capture the file and bring it in as a .png, lol - honestly the Multiple PDF to layers Photoshop extension should just be embedded in Photoshop/ (pretty certain it would fix EVERYONES issues with PDF’s). It’s like when Mac’s Quicklook stopped accepting 3rd party previews

5 Messages

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240 Points

a year ago

I have the same problem with every version of adobe CC. I used to keep a CS6 version of PS installed just to open pdfs.

1 Message

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60 Points

a year ago

Absolutely have the same problem happening here every time (almost every time) I attempt to open a pdf in PS CC. Hangs for several frustratingly long agonizing minutes. Then go ahead without a problem.

Anyone ?

Adobe Administrator

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3.5K Messages

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53K Points

Hi Shant,

What size document are you opening?  Is there text?  Are fonts included?  How long does the app actually become non-responsive?

Thanks,
David

7 Messages

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144 Points

David if you don’t know about the issue with Photoshop and PDF’s then you’re not qualified to be a representative. This issue goes back well over 15yrs, across all platforms that run Photoshop. It’s not a new problem, it’s one of the same ones customers always complain about.

Adobe Administrator

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3.5K Messages

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53K Points

Well, Pat, thanks for sharing, but your response was in no way helpful.  You cannot fix a problem if you do not CLEARLY have an idea what the specific issue is.

Now, I've been on these forums for several years.  Nearly every time we've had a PDF bug where the user has engaged with me and described the problem in detail, it has turned out to NOT be a problem with Photoshop, but rather something else (hardware, OS, another app, a plugin...).  I literally got an email to that effect Monday (?) from someone I'd been helping on-and-off for months.  So, perhaps there are other perspectives to consider...?

11 Messages

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202 Points

a year ago

I have this problem but it's not bad enough to crash Photoshop; it becomes responsive again after a long time. A strange thing that I noticed is that it the worst lag is produced when Photoshop first opens one PDF/AI file after launch. When closing that file and opening subsequent pdf files, they are much faster.

Mojave System info

Photoshop info