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Mitchell M. Tsai
Participant
March 21, 2020
Answered

Adobe Crashing When Scanning Document from Brother MFC 8900

  • March 21, 2020
  • 2 replies
  • 892 views

I have the latest version of Adobe Acrobat, 20.006.20042, running on Windows 10. Acrobat is freezing and then crashing every time I open up the 

This topic has been closed for replies.
Correct answer S_S

Hi @chadh83356976,

 

Hope you are doing well. Sorry for the trouble.

 

Do you see this issue only when using the scanning feature? 

 

To test, can you try creating a scan using your Paint application?

Go to Paint-> File-> Import to Canvas-> From Camera or Scanner-> select the details and the printer. Once done, check if this works.

 

If yes, please help us gather the logs from your machine: https://adobe.ly/4grdL5G. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us. 

 

If not, you might want to check with the drivers of your printer from here: Downloads

 

Look forward to hearing from you.

 

-Souvik

2 replies

Amal.
Community Manager
Amal.Community Manager
Community Manager
March 30, 2020

Hi Mitchellt,

 

We are sorry for the trouble and the delay in response. 

 

AS the application ais freezing /crashing while scanning from brother scanner, is this a behavior with a particular file or with all the files that you try to scan. Please try with a different file and check.

 

Please try to repair installation (For Windows Only) Go to Help > Repair Installation and see if that works. Also, please check for updates for scanner driver and firmware and try updating them. You may also try uninstalling the scanner driver and firmware and reinstalling and check.

 

Let us know how it goes

 

Regards

Amal

C
chadh83356976
Participant
December 14, 2024

I have the same issues as above. Windows 10 Home v. 22H2 build 19045.5247. Adobe Acrobat keeps freezing, does not matter what I am trying to scan.  Scan never starts.  Was working fine until a reboot. I ran repair on Adobe and updated the drivers for the brother printer, but still the same thing.  I also tried turning off windows defender, but no change in results.

S_S
Community Manager
S_SCommunity ManagerCorrect answer
Community Manager
December 14, 2024

Hi @chadh83356976,

 

Hope you are doing well. Sorry for the trouble.

 

Do you see this issue only when using the scanning feature? 

 

To test, can you try creating a scan using your Paint application?

Go to Paint-> File-> Import to Canvas-> From Camera or Scanner-> select the details and the printer. Once done, check if this works.

 

If yes, please help us gather the logs from your machine: https://adobe.ly/4grdL5G. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us. 

 

If not, you might want to check with the drivers of your printer from here: Downloads

 

Look forward to hearing from you.

 

-Souvik

L
lucienpillai@gmail.com
Participant
March 23, 2020

I have a similar problem. Adobe Acrobat DC. 20.006.20042, Windows 10 Pro (v. 1909, build 18363.720)

Brother MFC-7860DW (Printer/Scanner)

Other functions of Acrobat seemed to be okay.

Problem:

When I start a scan then everything proceeds as expected until scan is complete, then scanning interface goes away and you see the first pdf page which is black, but then the software continues to create black pages in rapid succession.

The only way to stop this is to use the task manager to kill the process.

I have tried to repair it, uninstall/install it, rebooting system every time.

I can scan using the Brother utility program without a problem, and can view and edit pdf document no problem.

I have never encountered this problem before.

Thank you for your help.

 

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