Big Sur 11.6 and Acrobat 21.007.20091 -- crashing anytime "scanner" selected to create a PDF

[F.5E57]

As soon as the "scanner" option is clicked when trying to create a new PDF, Acrobat crashes.  Running Mac OS Big Sur 11.6 and Acrobat 21.007.20091.

Unfortunately have already tried several clean uninstals and reinstals of Acrobat (with rebooting in between) and confirmed printer drivers are up to date.  Any other help most welcomed.  Thanks!

[F.5E57]

Adobe offered this response as a private response:

"You can Directly send Email to our Adobe Customer Care Team Email Address:-
AdobeInc.Care@outlook.com and they will help you via Email."

I emailed this same information to that address and Adobe gave this response:

"We have several problems with Acrobat DC Pro and Mac OS Big Sur.

So, provide you the Acrobat Pro 2020 Perpetual License which is the onetime payment and license valid for lifetime."

This either doesn't make any sense (since their reply doesn't provide the perpetual license) or it makes perfect sense as a pretty obnoxious attempt to convince someone to purchase another product.  But if the originally purchased product doesn't work, why would anyone pay even more for another product just on the same promise to deliver the same quality of service. When a product is sold and doesn't work, that erodes customer interest.  Poor customer support further erodes it.  Trying to convince those customers to pay again is even worse. 

[gauravm71087854]

Hi,

Thank you for reaching out to us.

It will be helpful if you can provide from minidumps or crashlogs so that the Adobe Engineering team can examine what happened.

Here's how to collect logs for Acrobat crashes:

• Collect logs when Acrobat/Reader DC crashes or freezes

Thanks,

Gaurav Maheshwari

[F.5E57]

We tried uninstalling and reinstalling Acrobat a few times and that didn't seem to help at all.  Surprisingly, what did help was to uninstal and re-instal the printer drivers for EACH ONE of the printers that we use, EVEN THE ONE WE USE VERY RARELY.  We of course had tried this already for the two printers that we use frequently.  What surprised us is that it turned out that deleting and then readding the last of the three printers we have installed on the system, suddenly made the program work fine (even though this last printer in our list is one that we very rarely use and was not set as the default).  We never did get any help from the Adobe company.  Good luck everyone. 

[Brad @ Roaring Mouse]

Can I ask which printer?

[Stephan35878553ffll]

Same problem here, with macOS 14.5, acrobat pro 2020 and Canon GX 7050. (Epson as well, though)

[Brad @ Roaring Mouse]

Does your scanner work otherwise, i.e. using Canon's own scan utility or Mac's Image Capture? Regardlesss, this is more likely a question for Canon/Epson.