My brother's printer/scanner up until 2 days ago let me scan into Adobe PRO. I made no changes and now I get an error - Failed to connect to the device. then error TW5-101-0x0Followed by: Either the scanner driver is not installed or the scanner is not connected I can print from Adobe to the same printer.I can scan from the Brother/Printer scanner into a brother app.I have uninstalled both the brother and adobe software.Any suggestions would be greatly appreciated.

Hello, I am having the same issue. All drivers are up to date, computer is up to date, Adobe is up to date. Tried ALL troubleshooting steps. I get an error code, TW5-101-0x0. This is so annoying. I've deleted Adobe and reinstalled and that is the only way that it works but I have to reinstall Adobe EVERY TIME. This is very stupid and upsetting! Please provide better fixing instructions for Brother printers Adobe!

S_S

Community Manager

Hi @Rody259320224pth,

Hope you are doing well. Sorry for the trouble.

Would you mind checking for any possible updates with the Brother Printer driver for your device?

This type of errors only occurs when the drivers are not in sync with the app version.

If updating the driver does not solve the issue, please help us with the print logs from your device. Steps to do so can be found here: https://adobe.ly/4228BZa.

Look forward to hearing from you.

Regards,
Souvik.

R

Rody259320224pth

Participant

Hello, my email did not notify me that there was a responce. I've updated all drivers for the printer and I even updated the printer software and the computer iPrint&Scan software. I can scan and print directly using the iPrint&Scan software and on my iPad but cannot scan anything from Adobe. I can print to that printer from Adobe but not scan. The WAN works but it has this pop-up that doesn't allow me to change any settings other than where to scan from and the size of the paper but that is it.

I tried doing the print logs but when following the instructions I do not get folder that it talks about.

acroNGLLog.txt

Amal.

Community Manager

Hi Barry

Hope you are doing well and sorry for the trouble. As described you are getting the error ''scanner can not be found''when using Adobe Acrobat Pro

Would you mind sharing the version of the Adobe Acrobat Pro you are using? To check the version go to Help > About Acrobat and make sure you have the latest version installed. Go to Help > About Acrobat . For more information about the new version please check the help page: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

Also verify that the scanner works properly by scanning into another application (for example, Microsoft Word) using the same settings that failed with Acrobat and check for any missing/pending update for scanner driver and firm ware and see if that helps.

Also please try the troubleshooting steps suggested in the help page: https://helpx.adobe.com/acrobat/kb/troubleshoot-scanner-issues-acrobat.html and see if that helps

Regards

Amal

B

Barry1549Author

Participant

Thank you for the message.
I am running version : 2015 release (classic) Version 2015.006.30527

It does work on other apps.
Brother's app works
I can scan into word too

Please note, it used to work on my desktop and now it says the above error
and scanner can't be found.

Amal.

Community Manager

Hi there

We are sorry to hear that.

Have you tried the troubleshooting steps provided in the help page shared earlier?

Please try to create a new test user profiel with full admin rights or enable the root account in Mac and try using the application there. You may also try to remove the scanner driver and frimware and reboot the computer once and reinstall the scanner driver/firmware and check.

Regards

Amal

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