Adobe DC OCR does not work on macbook

[brian_3779]

I have a subscribed client running latest Mac OS. When client tries to OCR a PDF it pops up with a grey box, then nothing happens. Sometimes the word "pages" appears in the grey box. There is no diagnostic message given. Since his entire pratice runs using PDF this renders Adobe useless for him. I have tried uninstalling and re-installing. the app. The issue persists. I have tried reseting to defaults. No change. I see many people haveing issue on internet forums but no one has offered a working solution. I would prefer not to look at alternate software providerrs so hoipe this can be resolved quickly. Many Thanks

Brian

[showalters]

Same issue and I'm using a Mac also. It's not just OCR for me, it's also Edit a PDF or prepare for accessibility. I was just getting a blank box when I would go to "In this file" for the OCR, but now it is taking me to an Edit box that doesn't allow me to click anything. I'm pretty sure this is related to Macs, because all the people who I see having issues are using Macs, although that may just be anecdotal.

[showalters]

I found a work around. If you go to the online version of Acrobat, you can upload the files to the cloud version and run OCR on them from there. This is not acceptable, as we should be able to do it on the desktop app, but at least it can be done. Of course if you then have to do an accessibility check, you have to download the file and do it on the desktop app, as I do not see an accessibility tool in the All Tools in the online version.

[gary_sc]

Hi, @brian_3779 and @showalters. 

Can both of you explain how the document(s) was/were originally scanned? Did you do it, or did someone else?

What kind of scanner do you have?

Have you tried to use the scanner's original software and not try to scan from within Acrobat?*

Let me know, thanks

*ANY scanner you buy has software to use the scanner. If you do not have that software, or if it's out of date, simply go to the scanner's manufacturer and look for appropriate scanning drivers, download, and install. [Important: you will need to give the scanning software Apple's permision to access all folder. If you need help on that, ask me.] To scan, follow their instruction and save the file (in TIF format if at all possible) in some convenient location. After you have scanned, drag the files onto the Acrobat icon in the Dock. If it's a multiple page document, drag them all together. Acrobat will ask you if you want to have separate or single documents, choose single document. These will be put together into one document. IF the original scanned documents are TIF, Acrobat will automatically OCR them. If they are JPG or anything else, you will then have to ask Acrobat to now OCR the document. If you need help on the latter, please let me know if you are using the Old or New UI.

[showalters]

Hi @gary_sc ,

These are documents that are sent to me so that I can do 508 accessibility checks, so I'm not sure how they are scanned in. For the most recent one, someone combined scanned and non-scanned documents. It is doing this on ANY document I have now, even ones I did OCR on the past with no issue. It is not that it won't scan the document for OCR, it's that the tools are not coming up to scan it. See the attached screenshots. It is also blanking out or giving strange images when you press the share button, and will not give me the editing tools for Edit a PDF.

[brian_3779]

It happens with documents from any source. PDF recieved via email so client would have no idea what scanner was used. Even a software generated pdf invoice fails. Client is using the new UI. 

[Pariah Burke]

If you press CMD+D you'll get to the PDF's document properties. At the bottom of the Description tab you'll see fields for Application, PDF Producer, and PDF Version. The information in those fields can be very helpful in diagnosing your problem.

[showalters]

It's not the document. It is Acrobat's new UI. I just updated Acrobat Pro on my HP running Windows. It updated to 2024.002.21005. When I run OCR on the agenda that gives me a problem on my Mac, there are no issues. On my Mac (Acrobat version 2024.002.20964) it presents with a different UI and tools that don't work for share and OCR. They are also glitchy for Edit a PDF and prepare for accessibility. Same exact document works in Windows, does not work in Mac. Both computers have the most up-to-date versions of their operating systems. It is not the documents, it is the app.

[Pariah Burke]

It could be the individual documents and how the versions of Acrobat, with (Windows) and without (MacOS) operating system component access, handle them. I used to train Adobe Technical Support (North America). I've been troubleshooting PDFs for 30 years.

You're not necessarily wrong--it could very well be a bug in Acrobat for Mac (that's why I turned off its ability to update itself on my Mac 18 months ago and never regretted it)--but much more often, it's the way the PDFs are created, which sets the code inside the PDFs, that cause problems with Acrobat or any other PDF reader/editor. If we can eliminate that possibility, we can focus on other troubleshooting steps to get your documents working for you.

If you just want to try turning off the new UI, that's simple. Follow my instructions here: https://community.adobe.com/t5/acrobat-discussions/new-acrobat-pro-and-reader-tool-buttons-have-been...

[showalters]

It is doing it on EVERY document. It doesn't matter if it was created in Word and converted to a PDF, whether it was scanned in with a copier, or what the document is. If I go to Scan & OCR and click Recognize text in this document, I get a blank box. If I hit the share button it gives me some monstrosity that I have a hard time even describing. I also know it is the UI, because when I finally found out I could go to View and Disable the New Acrobat and it reverted back to the old UI, ta-da! the OCR worked with no issues. (I saw that on another post, but thank you for the link here!!)  Although the share still does not work. This is 100% a bug with Mac and the new UI. I only wish I had thought to not allow updates on the Mac. I know now though, so thank you for that bit of advice too!

[susanna_4211]

I'm having exactly the same issue wiht Acrobat on my 2023 MacBook Pro.  I've done all the re-installs etc that you describe.  Yet to find a solution.  Would be grateful if someone comes up with one! The workaround using the web-based programme is a pain! I'm heavily reliant on Acrobat for work. 

[showalters]

I found another workaround (I think). This worked for OCR for me on my Mac. Go to View, then Disable the New Acrobat. You will need to restart Acrobat, but when it comes back up, it has the old UI and more importantly, the Scan & OCR features now work. The share button still is not working, but you should be able to at least use the OCR tools.

[Harsh Vats]

Hi @brian_3779 , thanks for reporting this,

Can you please provide the following information:
1. What is the current build that you are using?
2. Are you using dual monitor?
3. Click on Check for Updates.
4. If there is another update, first update and please try to reproduce the same issue and also share the latest build.

Thanks

[ProfTonyLima]

I'm having the same problem. Acrobat pro for Mac 2024.002.20964.  Followed showalter's suggestion and disabled New Acrobat.  That fixed the problem, but now I'm using an old version.

[ProfTonyLima]

Per Harsh Vats request, I'm using two monitors, doing most of my work on the external video.

[Harsh Vats]

Hi @ProfTonyLima , Thanks for clarifying, Please go to Help>Check for Updates. The issue should be resolved for newer version.
Regards

Harsh

[showalters · Accepted solution]

Replied on another thread, but wanted to do the same here, once updated to the latest version for me (2024.002.21005) it resolved all my issues.