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Participant
February 27, 2017
Answered

My Adobe Acrobat DC all of a sudden keeps getting an APPCRASH when I try to scan any document, using any scan setting.

  • February 27, 2017
  • 2 replies
  • 1654 views

My Adobe Acrobat DC all of a sudden keeps getting an APPCRASH when I try to scan any document, using any scan setting.  Has anyone seen this problem?  I am using a Fujitsu fi-7160.

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Correct answer lisap4296369

Thank you for your email. I called support and Shreya Mahajan was able to fix my problem. It took her hours, she uninstalled everything I had, reinstalled and it kept happening. She located a bad DLL file in DC that she had to give permissions to. It seems to be working perfectly now. She was awesome.

2 replies

Participating Frequently
October 24, 2017

I am facing the same issue.  I have 7 Fujitsu fi-7160 scanners with 7 Adobe Acrobat DC users, and it happens intermittently with every user.  I have submitted a couple support tickets, and even sent in dump files when the crashes occur, but have never heard anything back.

Participant
January 30, 2018

Same here.  Perhaps Adobe can come up with something on this as it is VERY easy to reproduce in the field and there are several threads about the same issue....

Lovekesh Garg
Adobe Employee
Adobe Employee
March 1, 2017

Sorry for the issue you are facing. Please reinstall latest Acrobat DC one.

Also can you please provide some information to help us understand and resolve the issue ASAP:

- Acrobat version you are using

- OS detail

- Scanner driver you are using(TWAIN/WIA)

- Does it crash on all settings

- Exact steps you performed

- Please share Crash logs (You can use https://cloud.acrobat.com/send  to share the file)

To create crash logs please follow these steps.

1. Retry the scenario where Acrobat crashes

2. Do not close the pop-up when Acrobat crash and  Open Task manager

3. Right click on “Acrobat.exe *32” process and select ‘Create Dump file’

4. 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

- Open Run process (Win+R) and Type %temp%

- Logs file will be available here with name "Acrobat.DMP" or "Acrobat(n).DMP" if there are other Acrobat dumps exist.

Thanks.

lisap4296369AuthorCorrect answer
Participant
March 1, 2017

Thank you for your email. I called support and Shreya Mahajan was able to fix my problem. It took her hours, she uninstalled everything I had, reinstalled and it kept happening. She located a bad DLL file in DC that she had to give permissions to. It seems to be working perfectly now. She was awesome.

Lovekesh Garg
Adobe Employee
Adobe Employee
March 2, 2017

That's great!! Please feel free to ask if you face any issue or need any information.

Thanks.