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Question

How do I do my usual scanning in Adobe with my new HP OfficeJet Pro 9730e?

Forum|Forum|27 days ago
June 16, 2026
5 replies
95 views

Hi - got a new printer (HP OfficeJet Pro 9730e) and I cannot do my usual scanning through Adobe with the Adobe menu. I can use the scanner’s native user interface which brings up the very simple (small) scanning window, but I don’t want that.

I want to use the green area below - and it won’t work. What can I do to do this once again? Thank you.

scanning issues

Amal Jaiswal

Community Manager

Hi @davidwclose@gmail.com We are sorry to hear that the issue still exists. We have already highlighted this issue to our engineerng team, We will share the update as soon as we get any information from them.

Thanks for your understanding

~Amal

D

davidwclose@gmail.comAuthor

Participating Frequently

Hi - I think I have been swirling around these posts. Sorry for not getting back to you so quickly. I can scan now, but I get the little Windows scanning window - I don’t have access to the Acrobat “predefined scan setting” options.

If I try to go to “My custom settings” this is what I get - I cannot change Color mode, Resolution, Paper size:

But, as I said, I can do scanning in the little Windows window

It’s not perfect by any means, but at least I can scan. What’s going on?

Meenakshi0101

Community Manager

Hi davidwclose@gmail.com,

Thank you for the information and the screenshot.

This might help the team to investigate this behaviour further. We will share this with the product team for review and will update you once we have more information.

In the meantime, please use the workaround you mentioned to scan the document.

We appreciate your patience so far.

Thanks,

Meenakshi

D

davidwclose@gmail.comAuthor

Participating Frequently

Okay - this is what I get when I try to install the full software pkg with scanning software:

Amal Jaiswal

Community Manager

Hi there

Thanks for trying out the suggestions. We have raised this internally to our development team for further review. We will keep this discussion updated as soon as we get more information.

Additionally, you may try updating the app to the latest version 26.001.21677 Planned update, Jun 17, 2026 and reboot the device once and see if that helps.

Thanks for your understanding
~Amal

D

davidwclose@gmail.comAuthor

Participating Frequently

Thanks for getting back to me so quickly - and I apologize for my tardy response. Meanwhile…

The scanner is built into the printer: HP OfficeJet Pro 9730e

And, Acrobat Pro, 2026.001.21662, 64 bit

And, yes, it is ONLY doing WIA. For some reason I couldn’t find the TWAIN driver. But, I’ll go look. I will see if I can find the TWAIN one. Wish me luck...David C.

Anand Sri Bhattacharya

Community Manager

Hello!!

I hope you are doing well, and thanks for reaching out.

++ Adding to what our Adobe employee has shared, please try those suggestions and let us know how it goes.

Could you please update the user profile name? The current one displays your email address, which is not suitable for a public platform where personal information should not be shared.

Please click on your user profile name on the top right corner of the community page, go to my profile, and select edit profile. And make changes to the user profile name.

You can also make changes from the Adobe account profile here: https://account.adobe.com/profile

Once done, please confirm here.

Thanks,

Anand Sri.

D

davidwclose@gmail.comAuthor

Participating Frequently

Did I do it correctly?

Amal Jaiswal

Community Manager

Hi there,

Hope you are doing well and thank you for reaching out, and I’m sorry for the trouble you're experiencing.

When the predefined scan settings in Adobe Acrobat appear inactive or greyed out, it is often because the scanner is using a WIA (Windows Image Acquisition) driver instead of a TWAIN driver. In some cases, the scanner may also be set to use its own native scanning interface, which can prevent Acrobat from enabling those options.

As a troubleshooting step, please check which driver your scanner is using. If a WIA driver is selected, try downloading and installing the latest TWAIN driver from your scanner manufacturer's website. After installing it, restart Acrobat and test the scanning options again.

You may also check the solution shared in this community discussion:
https://adobe.ly/4eqSglX

Also, it will be good to know:

What scanner model are you using?
Which version of Acrobat are you using?

We'll be happy to help further once we have more details.

Regards,
Amal

D

davidwclose@gmail.comAuthor

Participating Frequently

Hi again - I was finally able to install the full (hopefully) version of my HP OfficeJet Pro 9730e software (printer and scanner). I go to scan and can choose the TWAIN version of my printer.

And, this is what I get:

Then I check and the Color mode, Resolution, Paper size are all grayed out. I don’t think Adobe is talking to my printer. (But, I can print - whew!) Suggestions?

T

Tariq Ahmad Dar

Community Manager

Hi @davidwclose@gmail.com,

Thank you for the update and for the screenshots, they are very helpful.

The error "The scanner doesn't support any of the selected values" confirms that Acrobat is sending preset scan values to your HP OfficeJet Pro 9730 that the scanner is not accepting, even with the TWAIN driver installed.

Please try the following:

In the scan settings screen, check the Show scanner's user interface checkbox and save the settings. This hands control of the scan settings directly to the HP scanner software rather than Acrobat applying its own preset values. The scanner's native interface will then let you set Color mode, Resolution and Paper size from there.

If possible, please record this entire workflow, that will help us discuss this issue internally with product team and help triage this issue. If the video file size is large than accepted limit of attachment for community, Upload the video to any cloud drive and share the link to download the video file.

Please let us know if this resolves the issue and we will be happy to assist further.

~Tariq

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