Adobe Acrobat Pro 2017 crashes when scanning

Forum|Forum|8 years ago
January 19, 2018
3 replies
2241 views

Hello.

I met some problems when trying to scan on my HP Scanjet 5590 using Adobe Acrobat Pro 2017, Windows 7 Enterprise x64. In the past, when using Adobe Acrobat XI Pro no problem existed. It started when updated to Adobe Acrobat Pro 2017. When I try to create new file from scanner, I'm chosing HP Scanjet 5590 Doc TWAIN or HP Scanjet 5590 TWAIN. The scanner starts to scan and when I see the page scanned in app window it crashes and the only possible solution is to close the App. The problem does not exist when I scan the pages and append to already existing file. So, summing up, only during creation of new file from scanner problem occurs.

When I scan using HP Scannig tool, everything works perfrectly, same for other apps like Photoshop.

I tried reinstalling drivers, software, etc. - nothing helps

Could You plese support? I'd appreciate.

Scan documents and OCR

This topic has been closed for replies.

L

LAB011822

Participant

My Acrobat 2017 Pro was also crashing after scan. I changed the OCR setting from Editable Text to Searchable Text and scanned the same document again. This time the program did NOT crash.

Lovekesh Garg

Adobe Employee

Hi,

Please provide following information to help us identify and resolve the issue ASAP:

- Acrobat dot version (Help> About Acrobat)

- Crash logs

Steps to create crash logs:

- 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 Adobe send:

Launch your Application
Switch to Toll Center view and Open Send & Track
Click on “Select Files to Send”
A dialog will open from where you can choose the file/s you want to share
The workflow page will appear with the file/s to be shared prepopulated
Click on Create Link
Your Local files will be uploaded to the Document Cloud and a Public Link will be generated
Share the link with us to send us the Crash dumps

Thanks.

N

nzorn

Participating Frequently

Sounds like the same problem: When I try to scan a document, Acrobat DC stops working and closes.