Fed Up With Customer Support

Question

I have Adobe Acrobat DC Pro, and an HP all-in-one (WIndows 11) I bought two months ago. In the past few days I lost the ability to scan to .pdf. I was on the phone with customer support for two hours while he tried things, and concljuded the program keeps crashing before it can scan. He said he was going to escalate the matter and someone would call me back. After a couple of days of no call back, I called again. This time I was on the phone for 3 hows while the guy uninstalled and reinstalled and fiddled with the operating system before finally giving up and saying he couldn't do anymore. He said he was going to escalate the magtter and someone would call me. Disgusted, I explained that I had received that promise before and no one called. He promised someone would call. And no one has.

So, in the absence of customer support, does anyone have any ideas on how to fix the problem? In the meantime I have downloaded Microsoft's PDF scanner.

gary_sc · Accepted Answer

Since I'm on a Mac, I can offer no specific non-product software for you. The Mac is "blessed" by being limited to only having access to Apple's "Image Capture" software for scanning from within Acrobat. Since Image Capture is the worst scanning software I've ever seen, I never use it.

So, from that standpoint, consider that we are on the same ground: I do not want to use the software I can use, and you cannot use the software you should use. Meanwhile, these forums are filled with people with issues scanning from within Acrobat. (Note: Acrobat cannot scan by itself; it utilizes some support software called TWAIN that links Acrobat to other software packages.

What I do, and suggest to you, is to use the scanning software that came with your scanner. As you scan, have a folder on your desktop (for easy access), and scan into there. For multipage documents, your titles would be "mydocument.tif," "mydocument-2.tif," "my document-3.tif," etc. Once your scans for that document are complete, select all of the documents and drag all of them onto a Shortcut of Acrobat on your Desktop. Acrobat will first ask if you want to save each file as a separate or one document. Acrobat will convert them all into many or one PDF, depending on your choice. If you scanned them as tif documents, Acrobat will then automatically process them via OCR. If you saved them as (say) JPG, you will have to tell Acrobat to OCR the files.

Note also that the automatic naming will cause the first page to appear at the end of an alphabetical list. You can either manually add "-1" to the first file, or drag it to the beginning within "Organize Pages."

To be honest, I never miss the dynamics of scanning outside of Acrobat, as I never have scanning issues. Ever!

For more information on how to scan for the best quality final documents, check out this blog I wrote for Adobe years ago.

https://community.adobe.com/t5/adobe-community-professionals/scanning-clean-searchable-pdfs/m-p/4785435?page=1#M89

Good luck!

Abambo · Answer

Whatever you do, your workflow is entirely different to mine:

I scan on my MFP (HP Color (sic!) LaserJet Pro MFP M479fdw) via the ADF or the glass and a PDF gets saved on my PC. That's it.

If you describe the different steps you take, I may try that on Windows 10, however.

May be you should start explaining what

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