Hi All, We have made some changes to handle such errors/crashes being observed by you.Please share if your problem is solved with the latest update. Regards, Rishabh Sharma ... View more

Hi. We had made some generic changes for Scn crasher handling in our recent releases. Can you please update us with the information that if the issue is still observed at your end? Regards, Rishabh Sharma ... View more

Hi chrisa51509270​, We are sorry for the issue being faced by you.To investigate further we would require more information as follows: 1) Scanner model 2) Crash dumps for crashes separately for Crash while scanning and for crash while opening the file. 3) Settings and the steps which you performed while scanning . 4) Screenshot of dialogs if any appears for error or crash. 5) Also if it crashes with message Acrobat is not responding or just goes in to hang state where everything goes disabled. To create logs please follow these steps. 1.            Retry the scenario where Acrobat crashes 2.            Do not close the pop-up when Acrobat crash 3.            Open Task manager 4.            Right click on “Acrobat.exe *32” process and select ‘Create Dump file’ 5.            It will create a log file in temp folder. (Path will be displayed on pop-up comes when logs created). You can also check this under a.            Open Run process (Win+R) b.            Type %temp% c.             Logs file will be available here with name Acrobat.DMP Steps to share the file using Adobe send Share the file using https://cloud.acrobat.com/send a.            Open this link b.            Click on “Select files to Send” c.             Click link "Select file from my computer" and Select the file d.            Click on Create link e.            Share this link Regards, Rishabh ... View more

Hi Ben, Hope you are doing fine. There have been some fixes around scan in recent release. Could you please test the scenario which caused crash at your end and come back to us? Thanks, RIshabh ... View more

Hi Edward, We are sorry for the issue you are facing. One thing that can that can be used here for now is that you can turn off OCR while scanning and let us know if you are still facing the black pages issue.If  not, then try to run OCR on the document and then if the doc gets blackened, Please share the non OCRed pdf doc with us for more analysis. Thanks Rishabh ... View more

Hi Mark, Please you too  share the crash dump if you encounter it again. Investigating the crash dump will take us directly to the root cause. Thanks Rishabh ... View more

Hi Jonathan, I understand this is not an acceptable solution but I am not proposing you this as a solution but as an investigative step to see if this is happening in that case also. however, jonathanb60840224​ please do share the dump if you see a crash in future. Thanks Rishabh ... View more

Hi Mark, Could you too share the required info asked here? Thanks Rishabh ... View more

Who are you referring to here? ... View more

Hi Jonathan, We are sorry for the issue you are facing here. Please check for the latest scanners first and then, please share the following details: Scanner details Scanner driver used (one with ICA written or not) Scan settings used DPI/Resolution Page size Color mode ADF or Flatbed Scan OCR settings Used(If any specific to crash) Crash dump when crash occurs (steps are provided below) Does this issue occur every time for certain settings and document or works when scan process is tried again after crash? Alternatively, you can uncheck the Recognize text checkbox and perform the scan operation.Then run the OCR on the doc. If it crashes in this case too, then share the scanned document also along with the above information about the crash. Crash reporting: To create logs please follow these steps. 1.            Retry the scenario where Acrobat crashes 2.            Do not close the pop-up when Acrobat crash 3.            Open Task manager 4.            Right click on “Acrobat.exe *32” process and select ‘Create Dump file’ 5.            It will create a log file in temp folder. (Path will be displayed on pop-up comes when logs created). You can also check this under a.            Open Run process (Win+R) b.            Type %temp% c.             Logs file will be available here with name Acrobat.DMP Steps to share the file using Adobe send Share the file using https://cloud.acrobat.com/send a.            Open this link b.            Click on “Select files to Send” c.             Click link "Select file from my computer" and Select the file d.            Click on Create link e.            Share this link Thanks Rishabh ... View more

Hi Andrew, In that case I think we should set up a remote session where you may share your screen window and do this process. It wont take much time but we hope that will help us go deeper into the issue to figure out the root cause and solve it sooner. Thanks Rishabh ... View more

Hi Andrew, This issue is very much unheard to us given that we see all kinds of issues in OCR but not this automatic BW conversion. Please follow these steps as we are unable to reproduce the issue: 1) Put this color version of file in a folder. 2) Launch Acrobat -> Tools ->Enhance Scans->Recognize text in multiple files 3) Add folder -> Here select the folder you just created 4) In file output settings -> select wherever you want to save your new file 5) In OCR settings use Searchable Image -> English -> 300dpi 6) Proceed Share the original and the result files. You can share multiple files in same link. P.S.: if this issue is readily reproducible to you(occurs every time) then probably you can create a document from a screenshot which will be OCR-able one and not some object. Thanks Rishabh ... View more

Hi, While running OCR with Searchable Image and Searchable Image Exact, you won't get the error. But the error is still thrown when running OCR with Editable Text and Images as this operation tends to alter the document structure and hence renderable text being there,we throw the error prompt. Please share your Acrobat build number Firstly, please check if you are receiving this error with Searchable Image OCR setting. Secondly, if you still want to run Editable text and Images OCR , you can export doc as image using export tool and then do as you like. Thanks Rishabh ... View more

Hi Ivan, You have to share me the link for the DMP file you uploaded to cloud. Thanks Rishabh ... View more

Hi markh7821430​, We are sorry for the issue you are facing. Could you please let us know that what issues are you facing in Scanning Documents. Regards Rishabh ... View more

Hi andrewl80662224​, There is no such issue encountered by anyone yet that running OCR makes the doc BW form color. So I am interested in knowing what steps do you use in Acrobat to OCR docs.Please share the steps and screenshots of the screens of Acrobat showing all those mentioned steps. I understand the confidentiality of the documents earlier mentioned by you but i believe sharing these screenshots won't be any issue. Thanks Rishabh ... View more

Thanks Jacqueline. We will analyze these too and get back with update on this thread once we have a fix. Thanks Rishabh ... View more

Please share the crash logs of Acrobat. Steps: - Do the steps you are using for scan - When Acrobat crash, open Task manager - Select Acrobat application - Right click on Acrobat process and click create dump file Please share this file using https://cloud.acrobat.com/send Thanks Rishabh ... View more

Hi, Please refer to this guide and let us know. Troubleshooting tips for scanner issues when using Acrobat if you still face the issue then share: 1) Scanner details 2) Scan settings Used 3) Crash dump To create logs please follow these steps. 1.            Retry the scenario where Acrobat crashes 2.            Do not close the pop-up when Acrobat crash 3.            Open Task manager 4.            Right click on “Acrobat.exe *32” process and select ‘Create Dump file’ 5.            It will create a log file in temp folder. (Path will be displayed on pop-up comes when logs created). You can also check this under a.            Open Run process (Win+R) b.            Type %temp% c.             Logs file will be available here with name Acrobat.DMP Steps to share the file using Adobe send Share the file using https://cloud.acrobat.com/send a.            Open this link b.            Click on “Select files to Send” c.             Click link "Select file from my computer" and Select the file d.            Click on Create link e.            Share this link Thanks Rishabh ... View more

Hi Notleym, Please share: 1) Acrobat version 2) Scanner details 3) Scan settings used 4) Crash dump 5) Is the scanner working fine with other applications? To create logs please follow these steps. 1.            Retry the scenario where Acrobat crashes 2.            Do not close the pop-up when Acrobat crash 3.            Open Task manager 4.            Right click on “Acrobat.exe *32” process and select ‘Create Dump file’ 5.            It will create a log file in temp folder. (Path will be displayed on pop-up comes when logs created). You can also check this under a.            Open Run process (Win+R) b.            Type %temp% c.             Logs file will be available here with name Acrobat.DMP Steps to share the file using Adobe send Share the file using https://cloud.acrobat.com/send a.            Open this link b.            Click on “Select files to Send” c.             Click link "Select file from my computer" and Select the file d.            Click on Create link e.            Share this link Thanks Rishabh ... View more

Hi kellenberg, Please share: 1) Acrobat version 2) Scanner details 3) Scan settings used 4) Crash dump 5) Is the scanner working fine with other applications? Is the scan crash reproducible? Please try with latest Download Adobe Acrobat free trial | Acrobat Pro DC andl let us know. To create logs please follow these steps. 1.            Retry the scenario where Acrobat crashes 2.            Do not close the pop-up when Acrobat crash 3.            Open Task manager 4.            Right click on “Acrobat.exe *32” process and select ‘Create Dump file’ 5.            It will create a log file in temp folder. (Path will be displayed on pop-up comes when logs created). You can also check this under a.            Open Run process (Win+R) b.            Type %temp% c.             Logs file will be available here with name Acrobat.DMP Steps to share the file using Adobe send Share the file using https://cloud.acrobat.com/send a.            Open this link b.            Click on “Select files to Send” c.             Click link "Select file from my computer" and Select the file d.            Click on Create link e.            Share this link Thanks Rishabh ... View more

Thanks for the dump file, Issue is under investigation.Will update you once it is fixed and if anything else is required. Thanks Rishabh ... View more

Hi Sandy, Please share the crash dump along with the information that was the crash dump issue resolvable using that blank page append trick. Thanks Rishabh ... View more

Please share the crash dumps with the method explained by Lovekesh garg above. Thanks ... View more

Hi Eric, We are sorry for the issue you are facing.Please share the info needed: 1) Acrobat Version2) Scanner Details 3) Scan settings and steps 4) Scanned document and its screenshot just after scan Steps to share the file using Adobe send Share the file using https://cloud.acrobat.com/send a.            Open this link b.            Click on “Select files to Send” c.             Click link "Select file from my computer" and Select the file d.            Click on Create link e.            Share this link Thanks Rishabh ... View more

Hi, Please share information: 1)  Acrobat Version 2) Scanner details 3) Settings Used for scanning 4) Crash logs To create logs please follow these steps. 1.            Retry the scenario where Acrobat crashes 2.            Do not close the pop-up when Acrobat crash 3.            Open Task manager 4.            Right click on “Acrobat.exe *32” process and select ‘Create Dump file’ 5.            It will create a log file in temp folder. (Path will be displayed on pop-up comes when logs created). You can also check this under a.            Open Run process (Win+R) b.            Type %temp% c.             Logs file will be available here with name Acrobat.DMP Steps to share the file using Adobe send Share the file using https://cloud.acrobat.com/send a.            Open this link b.            Click on “Select files to Send” c.             Click link "Select file from my computer" and Select the file d.            Click on Create link e.            Share this link Thanks Rishabh ... View more

Hi Andrew, Could you please share one of the documents that you are OCRing using multiple files path? Also please share the Settings you used for OCR. Steps to share the file using Adobe send Share the file using https://cloud.acrobat.com/send a.            Open this link b.            Click on “Select files to Send” c.             Click link "Select file from my computer" and Select the file d.            Click on Create link e.            Share this link Alternatively you can also try latest Acrobat DC Download Adobe Acrobat free trial | Acrobat Pro DC to see if the issue is resolved here. Thanks Rishabh ... View more