New scans wrongly append open pdfs despite saving setting preferences to "Create New PDF"

Question

Version of the App: Adobe Acrobat Pro, Continuous Release Version 2025-001.20435,Platform and OS Version: PC, Windows 11Basic Steps to Reproduce the Problem: See below + video.Expected result and actual result: I have set preferences for scanning to create a new PDF every time and it appends to an existing PDF if any PDF file is already open. When using Acrobat Pro for scanning, I am unable to get "My Custom Settings" to save "Create New PDF". It keeps going back to checking the box to "Append to existing file if I accidentally have any other PDFs open at the time of scanning. It works fine as long as NO OTHER PDF files are open at the time of scanning. If I catch the software's automatic choice of "append to existing" instead of my preferred "New PDF," I can get it to create new PDF, but I have to catch it every single time and I end up re-scanning about 1 in 8 or 1 in 10 and it causes a lot of re-work. Some files have accidentally been combined. I easily set up my custom defaults for scanning both sides, color, preferred dpi, paper size,  etc., and can change them for one-off scans when needed with no problem and go back to my usual settings with no problem so. However, this problem remains. I have searched the forums have not seen anything quite like this. I apologize if I have missed it. Thank you for your help.

AnandSri · Accepted Answer

Hello!

I hope you are doing well, and we apologize for the delayed response and the trouble.

Verify Scan Settings: Open Acrobat and go to File > Create > PDF from Scanner > Custom Scan. In the Custom Scan dialog box, ensure the option Create New PDF is selected

Use Scanner's Native Interface: Sometimes, using the scanner's native interface can help. Go to File > Create > PDF from Scanner > Custom Scan, click Options next to the Scanner drop-down, and select Show Scanner's Native Interface

You can also try the suggestions from this article: Troubleshooting tips for scanner issues when using Acrobat

Ensure you have the latest driver and firmware of the scanner installed.

If the issue persists, please collect the machine's logs and share them with us for further investigation.

Thanks,

Anand Sri.

jane-e · Answer

@Sue5181  I've moved your post from Using the Community to the Adobe Acrobat forum. Jane

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