Adobe DC Pro on Windows 10 with HP Printer using twain scanner driver not showing custom scan option

Report · Nov 25, 2019

Hello

I have been using Adobe Professional for several years and have been able to use custom scanning. For several months I have not been able to do this. I downloaded the twain driver for my printer HP color laser jet pro MFP M281dfw today and tried using that. Prior to this, I only had the WIA printer driver and it would only scan using the printer interface--I didn't like this option so I started using HP Scan tool since then.

When I try to start scanning, I click on File, Create, PDF from Scanner and select the Twain scanner, but the Custom scan option is not available. Also--it shows that I am in the Enhance Scan Tool

When I click on the Create tool and try to scan from there, I click Scanner and select the Twain driver, but the custom scan option is not available either.

There is a My Custom Settings option on both paths, but when you click the gear icon you cannot change the color mode, resolution or paper size. The scanner will not scan from that point--it says Please input some valid page dimensions.

Please someone help me. I have been using the HP Scan tool since this stopped working--but I do not have the control over the scan that I had when I scanned directly through adobe as far as being able to make the file size smaller.

Thank you in advance for your assistance.

Report · Nov 25, 2019

Hi,

Did this problem started happening after a recent upgrade or any updates in that computer?

Report · Nov 25, 2019

I don't think so. I use adobe on 3 different computers--all have Adobe professional and all are exhibiting the same behavior.

Report · Dec 08, 2019

Hi,

Just double-checking if you were able to resolve the issue.

In the meanwhile, were you able to download the latest drivers, full feature software and the firmware for that device?

If you haven't, download them from the vendor support website and uninstall/reinstall using the recommended steps from the device vendor.

In addition, I forgot to ask you if your Adobe Acrobat product is updated to its latest version on each computer.

Report · Dec 09, 2019

no. I haven't.

I have updated the drivers for the printer and the latest update is installed for Acrobat Pro.

Report · Dec 09, 2019

Hi,

I documented myself a little better and found the following links to be very useful:

In the following HP support link https://support.hp.com/us-en/drivers/selfservice/hp-color-laserjet-pro-m280-m281-multifunction-print... click on Diagnostic Tools tab, and specifically check "Printer Diagnostic Tools" and "Print and Scan Doctor"
In the same referenced web page above you can scroll down and click on "Scan Issues" to receive dierct support from HP https://support.hp.com/us-en/topic/diagnostics?category=printing
Check here also for the HP self-support page https://support.hp.com/in-en/document/c03466081 taken from here: https://h30434.www3.hp.com/t5/Scanning-Faxing-and-Copying/Document-feeder-for-MFP-M281fdw-won-t-func...
Review main differences between WIA and TWAIN scanning: https://developer.dynamsoft.com/dwt/kb/2739

Report · Mar 28, 2020

Did they ever find a solution to this issue? I am also experiencing the same problem. My printer is Brother MFC-9340CDW and I have the latest drivers as of today. I ahve the latest Win 10 Pro updates as of today, and the latest Acrobat as of today. Acrobat DC (20.006.20042)

Report · Mar 28, 2020

Hi,

As I posted in the last bullet of my reply to tameraj, review the differences between WIA an TWAIN scanning.

This issue is not particular to Adobe Acrobat or Reader, but a misconfiguration of the type of drivers used.

The first step is to goto the printing device manufacturer's website. In your case here:https://support.brother.com/g/b/downloadlist.aspx?c=us&lang=en&prod=mfc9340cdw_all&os=10013 .

If you hang around that website hovering and scrolling in the webpage, you'll notice a disclaimer to update the firmware.

The driver by itself is not enough, specially if you are in a work environment and you've grabbed the driver(s) over a mapped network drive or remotely.

A manual install and update of all the necessary tools and software, including user guides is your first best approach.

Last, you need to use this Adobe guidance to troubleshoot such issue:

https://helpx.adobe.com/acrobat/kb/troubleshoot-scanner-issues-acrobat.html

Which I completely forgot to post it in my last reply to the other user.

Let us know if any of these resources help you.

NOTE: If after trying all guidance suggested above with no avail, and you feel like this could be related to a bug in Acrobat, try one more thing.

From the same website that I linked for you for your printer , also grab the printer driver software for Windows 10 32bit.

This just for troubleshooting purposes if else fails. From a computer repair approach, it would make sense to me to try this, since Adobe Acrobat still operated in 32bit. It may be very possible that some drivers intended to interface between the 64bit OS that you have, the 64 bit printing device software, and the 32bit Acrobat application could be the issue... just saying could be.