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Scanner not scanning Pro DC MacOS11

New Here ,
Aug 02, 2021 Aug 02, 2021

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Scanner function not recognized. Pro DC . MacOS 11 Big Sur. Latest Brother Printer Firmware.  Non-networked. Able to print.  Ideas?

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Create PDFs, Scan documents and OCR

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Adobe Employee ,
Aug 03, 2021 Aug 03, 2021

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Hi Stuart,

 

Thank you for reaching out and sorry for the trouble.

 

As you are expeirencing issues with Scanner funstion in Acrobat, please try the troubleshooting steps suggested in the following help document:https://helpx.adobe.com/acrobat/kb/troubleshoot-scanner-issues-acrobat.html

 

If the issue persists, please provide more information about the issue.

Share the Acrobat Pro DC version number.

 

Let us know how it goes.

 

Thanks,

Meenakshi

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New Here ,
Aug 10, 2021 Aug 10, 2021

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Hello Meenakshi,

No luck after reading the troubleshoot. Nor after sending email to the Customer Care Team (very poor response)

The scanner interface is greyed out scanning directly from Acrobat Pro DC (continuous subscription)

Scanner works using Printers software.

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New Here ,
Aug 10, 2021 Aug 10, 2021

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Hello again Meenakshi,

 

Customer Support noted there are issues with MacOS Big Sur and Acrobat Pro DC (continuous version)

Support offered a Perpetual single Licience per which not affortable at this time. 

My work-around is to use the printers software to scan then open in Acrobat Pro DC.

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LEGEND ,
Aug 10, 2021 Aug 10, 2021

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What email did you use for customer support?

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New Here ,
Aug 10, 2021 Aug 10, 2021

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The email I was provided to use was AdobeIncCare@outlook.com

 

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Adobe Employee ,
Aug 10, 2021 Aug 10, 2021

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Hi Stuart,

 

Could you please let us know from where did you receive this email address? Did you receive an email first from this email?

Would you mind sharing the screenshot of the email that you have received from AdobeIncCare@outlook.com?

 

Regarding the scanner issue, would you mind sharing a small video showing what happens when you try to use the Scanner to create PDF?

Please share the Acrobat Pro DC version currently installed on the mac.

 

Thanks,

Meenakshi

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New Here ,
Aug 10, 2021 Aug 10, 2021

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The email adress must have been supplied in a comment that has been deleted. Please do not use  AdobeIncCare@outlook.com 

The emails are on a different computer that I will accesss tomorrow and reply again to you with screenshots.

FYI the correspondence was vague so that's why I didn't proceed. 

 

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New Here ,
Aug 12, 2021 Aug 12, 2021

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Hi Meenakshi,

Please see the attachments as requested

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LEGEND ,
Aug 11, 2021 Aug 11, 2021

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Ah, the Adobe***@outlook.com guys. I heard from them too, and it turns out they were nothing but thieves, pretending to be Adobe. You were wise not to give them money because once they had your credit card, they could take much more. 

 

So, what they said - that there was a perpetual license that fixes this - was just a lie to get you to pay. Nothing they told you was useful or true.

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