Paperpile quits unexpectedly on Mac

Support
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1

Hi there,
I’ve been using the Paperpile app in my MacBook Pro (with Apple Silicon) without any issue for more than a year. However, during the last 2-3 weeks, Paperpile has been crashing every time I try to open a PDF. Can anyone help me with that?

This is the header of the error message. If needed, I’m glad to provide the full message.

Thanks for your help!
Pedro

Translated Report (Full Report Below)

Incident Identifier: F8DD4391-23C9-499E-9CB7-E06C040C2EBB
CrashReporter Key: 07A78640-4F55-CB5F-D756-0D427463805D
Hardware Model: MacBookPro18,3
Process: Paperpile [10652]
Path: /Volumes/VOLUME/*/Paperpile.app/Paperpile
Identifier: com.paperpile.paperpile
Version: 1.3.7 (30)
AppStoreTools: 15A240a
AppVariant: 1:MacFamily20,1:15
Code Type: ARM-64 (Native)
Role: Foreground
Parent Process: launchd [1]
Coalition: com.paperpile.paperpile [1409]

Date/Time: 2023-12-17 10:27:38.2617 -0500
Launch Time: 2023-12-17 10:27:33.6596 -0500
OS Version: macOS 14.2 (23C64)
Release Type: User
Report Version: 104

Exception Type: EXC_CRASH (SIGABRT)
Exception Codes: 0x0000000000000000, 0x0000000000000000
Triggered by Thread: 9

Application Specific Information:
abort() called

2

Welcome to the forum @Pedro_Vallocci and thank you for your report. Has this been happening with all PDFs or specific PDFs?

Can you try cleaning up the local files by going to Settings > Storage and Sync and click Clean up local files?

Screenshot 2023-12-18 at 7.29.53 AM
Screenshot 2023-12-18 at 7.29.53 AM1656×1146 108 KB

Let us know how it goes by replying to this thread or reaching out to us directly via the chat widget in the app or emailing support@paperpile.com

3

Hi,

I’ve got the same issue and tried the cleanup, but it didn’t work.

Basic info about my environment:
Chipset: M1 ultra
Mac OS: Sonoma 13.4.1
Chrome version: 121.0.6167.160 (Official Build) (arm64)

As I remember, the crash started happening after I updated the Mac OS from Venture to Sonoma.

4

Thank you for your report @takanobu_mato and welcome to our forum. Today the team deployed an update to the backend. If the issue is still happening for you, let us know so that our backend specialist can investigate.