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titimomotete
titimomotete
Participant
January 17, 2022
Answered

Adobe Acrobat DC crashes just when scanning

  • January 17, 2022
  • 1 reply
  • 4297 views

Hi everybody,

 

I encountered a problem since some months with Acrobat : it crashes everytime I try to scan documents with my scanner. No problem when I launch the scan but Acrobat crashes as soon as the scanner begin to transmits data to Acrobat. Here a video :

As you can see, Acrobat suddenly disapear as soon as the scan is ended.

 

So I looked at the existing posts on this issue :

1. my Acrobat is perfectly updated (Adobe Acrobat DC 21.011.20039)

2. I tried to reinstall the latest driver of my printer (Canon Pixma MP250, driver 1_05-ea24)

3. Anyway, i had a different problem with my computer at Christmas and I enterilly reinstalled the OS from scratch (Windows, Adobe CC, printer driver and all softwares) but the issue is still there.

4. i tried the registry "hack" HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Adobe Acrobat\DC\FeatureLockDown\cServices\bUpdater=0 but with no success

 

I can scan with XnView by example without problem ; only Acrobat crashes.

 

Is there something else to try to solve this issue ?

Thank you for your help.

This topic has been closed for replies.
Correct answer Amal.

Hi there

 

Hope you are doing well and sorry for the trouble. As described, Adobe Acrobat DC crashes just when scanning

 

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.

 

As you have the recent version 21.11.20039 and also tried reinstalling thee printer driver with no success,  Please try to repair the installation form the help menu (Win Only) and reboot the computer and see if that helps.

 

Also try to turn off the protected mode for testing (Win Only) Go to Edit > Preferences > Enhanced Security > Uncheck 'Enable protected mode at startup' Turn off the protected mode and uncheck 'Enhaned Security' > Click OK and reboot the computer.

Note: Please turn on the security after testing to avoid any security risk.

 

Also try creating a new test user profile with full admin rights in Windows or enable the root account in MAC and try using the application there and check.

 

Regards

Amal

1 reply

Amal.
Community Manager
Amal.Community ManagerCorrect answer
Community Manager
January 17, 2022

Hi there

 

Hope you are doing well and sorry for the trouble. As described, Adobe Acrobat DC crashes just when scanning

 

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.

 

As you have the recent version 21.11.20039 and also tried reinstalling thee printer driver with no success,  Please try to repair the installation form the help menu (Win Only) and reboot the computer and see if that helps.

 

Also try to turn off the protected mode for testing (Win Only) Go to Edit > Preferences > Enhanced Security > Uncheck 'Enable protected mode at startup' Turn off the protected mode and uncheck 'Enhaned Security' > Click OK and reboot the computer.

Note: Please turn on the security after testing to avoid any security risk.

 

Also try creating a new test user profile with full admin rights in Windows or enable the root account in MAC and try using the application there and check.

 

Regards

Amal

titimomotete
titimomoteteAuthor
Participant
January 19, 2022

Hi Amal,

 

To answer your questions :

#1 - the issue appear with any file, even with an empty scanner

#2 - repair Acrobat installation  did not help

#3 - the deactivation of the protected mode solve my problem after the reboot.

I did not try the #4 solution of a new user profile.

 

I can now scan files with my scanner ! Thank for you assistance.

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