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Gwen Schoenfeld
Participating Frequently
February 9, 2019
Answered

Adobe Pro DC - crashes when scanning

  • February 9, 2019
  • 2 replies
  • 7707 views

I have Adobe Pro DC.  Whenever I scan a document, it scans onto my screen and disappears within seconds.  I have clicked repair installation, and last week an Adobe technician uninstalled and reinstalled the program (which only solved the problem for 1 week).  Why is this happening and how do I fix it?

Thank you

This topic has been closed for replies.
Correct answer josephw26009351

Hi there

 

We are sorry for the trouble. AS decribed the application with the ne wversion 20.12.20041 is crashing when scanning

 

Have you tried the steps suggested ealrier in this thread. If yes and it still doesn't work, pleae try the steps shared in the help article https://helpx.adobe.com/in/acrobat/kb/acrobat-dc-crashes-on-windows-os.html and see if that might work for you.

 

Let us know how it goes.

 

Regards

Amal

 


Hi Amal,

 

I was able to connect with Adobe Support chat tonight. The issue ultimately was found to be corrupted drivers for my Epson scanner. So I would advise that people with this issue to reinstall, update or repair their scanner drivers first to see if that resolves their issue.

 

Thank you for responding.

2 replies

micheals60577038
micheals60577038
Participant
August 8, 2019

I have finally got a definite explination from Adobe as to this issue on my network.  Apparently there is a known issue between the Adobe Cloud Service and Domain Joined PC's.  If you Make the following registry entry's your issues should go away right away as it did for me.

Navigate to the following location:

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Adobe Acrobat\2015\FeatureLockDown

Create a new "key" and name it "cServices"

Then Navigate to

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Adobe Acrobat\2015\FeatureLockDown\cServices

Create a new "DWORD (32-bit) value" and name it "bUpdater" and set a value of "0"

For Adobe Acrobat 2017 just change the "2015" to "2017" in the registry location

I hope this helps everyone as I have spent a lot of time arguing with Adobe that there was an issue with their system and not my network before the finally admitted to the issue and provided me with this fix.

    J
    josephw26009351
    Participant
    August 12, 2020

    I'm having this problem too. It just started  8-12-2020.

     

    I tried the registry hack , but it did not work for me.

     

    Are there any other fixes to this as of August 2020?

     

    I uninstalled and reinstalled the most current verison :  Version: 20.12.20041.394260

     

    Any help would be appreciated...this is insane that this is happening.

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    August 13, 2020

    Hi there

     

    We are sorry for the trouble. AS decribed the application with the ne wversion 20.12.20041 is crashing when scanning

     

    Have you tried the steps suggested ealrier in this thread. If yes and it still doesn't work, pleae try the steps shared in the help article https://helpx.adobe.com/in/acrobat/kb/acrobat-dc-crashes-on-windows-os.html and see if that might work for you.

     

    Let us know how it goes.

     

    Regards

    Amal

     

    AkanchhaS8194121
    AkanchhaS8194121
    Legend
    February 14, 2019

    Hi Gwens, 

    Sorry to hear about the trouble you have experienced.

    What is the exact version of Adobe Acrobat DC you are working on? Open Acrobat>Help>About Acrobat

    Adobe Acrobat and Reader official update containing the fix for this issue is now available. This update will be automatically pushed to all existing installations of Acrobat and Reader. If you want, you may also manually trigger the update by opening the application and going to Help > Check for Updates.

    More information about this release is here:  DC Release Notes — Release Notes for Acrobat DC Products

    Let us know if this still doesn't fix the issue. Also, if you have managed to find the solution to your problem please help us with your finding.

    Regards,

    Akanchha 

      G
      Gwen SchoenfeldAuthor
      Participating Frequently
      February 14, 2019

      Thank you for your response. But this has NOT fixed the problem.

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