Adobe acrobat keeps freezing when creating a pdf from scanner and then immediately password protecting the document

Update: Cant find a way to delete the post but after contacting my customer to let them know I have a support case open they were after getting in contact with adobe who fixed it after two calls. The first person tried a couple of things and it didnt work but the second technician was able to show her a new way to achieve the same result that doesnt cause the application to freeze. Its annoying because it takes twice the amount of work but at least it works.

I’m quite stumped on where to go next with this issue. A customer of mine was having an issue where adobe frequently freezes after she creates a pdf from her scanner and immediately password protects the document.

We first tried troubleshooting the application including clean reinstalls and potential windows issues where we deemed it best to reload her operating system as nothing we did worked so we cant confirm if it’s Adobe or Windows that is causing the crashing. After reloading the operating system we reinstalled her applications testing out the scanning which seemed to be fixed but ended up coming back the next day where I decided to try troubleshooting again just in case something was missed the first time around and it still continued to crash.

Any advice would be appreciated.