Exit
  • Global community
    • Language:
      • Deutsch
      • English
      • Español
      • Français
      • Português
  • 日本語コミュニティ
  • 한국 커뮤니티
0

Acrobat XI Standard 11.0.21 OCR Crashes

New Here ,
Aug 11, 2017 Aug 11, 2017

Has anyone experienced Acrobat Standard Edition 11.0.21 quitting unexpectedly while performing OCR on scanned documents? I have a user who scans most of the day, and she has this problem at least 3 times daily. She says it usually occurs with short documents, but it is after the scanning phase and during the page-processing phase that the error happens. Her system is Windows 7 Pro with 8 GB of memory and the latest Windows updates.

TOPICS
Scan documents and OCR
1.8K
Translate
Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Aug 16, 2017 Aug 16, 2017

Hi Jonathan,

We are sorry for the issue you are facing here.

Please check for the latest scanners first and then, please share the following details:

  1. Scanner details
  2. Scanner driver used (one with ICA written or not)
  3. Scan settings used
    • DPI/Resolution
    • Page size
    • Color mode
    • ADF or Flatbed Scan
  4. OCR settings Used(If any specific to crash)
  5. Crash dump when crash occurs (steps are provided below)
  6. Does this issue occur every time for certain settings and document or works when scan process is tried again after crash?

Alternatively, you can uncheck the Recognize text checkbox and perform the scan operation.Then run the OCR on the doc.

If it crashes in this case too, then share the scanned document also along with the above information about the crash.

Crash reporting:

To create logs please follow these steps.

1.            Retry the scenario where Acrobat crashes

2.            Do not close the pop-up when Acrobat crash

3.            Open Task manager

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

5.            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

a.            Open Run process (Win+R)

b.            Type %temp%

c.             Logs file will be available here with name Acrobat.DMP

Steps to share the file using Adobe send

Share the file using https://cloud.acrobat.com/send

a.            Open this link

b.            Click on “Select files to Send”

c.             Click link "Select file from my computer" and Select the file

d.            Click on Create link

e.            Share this link

Thanks

Rishabh

Translate
Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Aug 16, 2017 Aug 16, 2017

I'm using Windows 10 x64 1703 with latest updates and a Canon Canoscan

8800F connected by USB. To scan, I open Acrobat and select File / Create /

PDF from Scanner / Autodetect Color Mode.

Here are the settings:

The crash that I'm seeing is random. I can scan a page and have it crash,

then re-open Acrobat, change nothing, and redo the scan and have it work.

Tonight the software is working correctly (of course), so I cannot provide

a crash dump. I will provide one at my next failure.

Mark

On Wed, Aug 16, 2017 at 7:44 AM, risharmaAdobe <forums_noreply@adobe.com>

Translate
Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Aug 18, 2017 Aug 18, 2017

Hi Mark,

Please you too  share the crash dump if you encounter it again. Investigating the crash dump will take us directly to the root cause.

Thanks

Rishabh

Translate
Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Aug 20, 2017 Aug 20, 2017

We're in luck - my daughter crashed Acrobat. The file is 258MB, and can be

found in my Dropbox:

https://www.dropbox.com/s/8nnwnnqyos452ck/Acrobat.DMP?dl=0

Mark

On Fri, Aug 18, 2017 at 3:35 AM, risharmaAdobe <forums_noreply@adobe.com>

Translate
Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Aug 17, 2017 Aug 17, 2017

Rishabh,

Thank you for your response. Here is the additional information you requested.

The problem is very intermittent, around three times per day. The same document and settings that crash the first time will succeed on consecutive tries. I increased the installed memory to 16 GB, and it now crashes about once per day. I think I will run a check on the memory to look for flaws. Another user with an identical setup but only 8 GB does not have the problems of this user.

The scanner is a Fujitsu fi-7160, which has a document feeder and no flatbed. The driver is TWAIN (ICA is Apple-only, if I'm not mistaken), dated 3/16/2015, version 9.28.3.0, signed Microsoft Windows Hardware Compatibility Publisher. The default settings were used for the scanning, which includes double-sided scanning, auto-detect color (the documents are black and white), 300 DPI, letter-size, optimize scanned PDF, make searchable (run OCR). The problem always seems to occur during OCR, and not during the scan itself; however, the user says that performing OCR as a manual second step is not an acceptable solution.

Translate
Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Aug 18, 2017 Aug 18, 2017

Hi Jonathan,

I understand this is not an acceptable solution but I am not proposing you this as a solution but as an investigative step to see if this is happening in that case also. however, jonathanb60840224​ please do share the dump if you see a crash in future.

Thanks

Rishabh

Translate
Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Oct 20, 2017 Oct 20, 2017

No offense, but I did all of this a few months ago. I sent information on

my scanner, as well as a pair of crash dumps from when Acrobat crashed

during my scans. I would have expected to have heard something of the

cause of the crashes by now, or at least acknowledgment of receipt of the

information.

I'd be happy to provide more information, but it would be nice to receive

some sense that this information is part of a solution to the problem.

Mark Pfeifer

Translate
Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Oct 21, 2017 Oct 21, 2017

I have this same problem with Adobe Acrobat DC and the Fujitsu fi-7160 scanner.  We have 7 Fujitsu scanners, with 7 different DC users, and it crashes at times for all of us.  The frequency varies, but this is a very annoying problem to have.  I've submitted a support ticket a few weeks ago as well as the dump files, but never heard anything back.  I've reinstalled the drivers and Adobe on every machine at least a couple times, but nothing has worked as of yet.

Ryan

Translate
Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Jan 18, 2018 Jan 18, 2018
LATEST

Sorry for the issue you are facing. We recently released a fix for the scanner you have. So can you please install the latest update of Acrobat DC.

Please set the registry:

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe Acrobat\DC\FeatureState]

"4228380"=dword:00000001

If you still face the issue, please share the Acrobat version you are using and the crash logs as per the steps shared by risharmaAdobe.

Thanks.

Translate
Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines