Scanning

[Shabu289760832cn8]

Acrobat DC freezes when I try to select my scanner (Win 11 and HP laserjet).

[Amal.]

Hi @Shabu289760832cn8 

Thanks for reaching out.

What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 23.01.2017X installed. Go to Help > Check for updates and reboot the computer once.

Try checking for any missing/pending updates for printer driver/firmware and try updating it and check.

Also, try to repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau... and check if that helps.

Let us know how it goes

Regards

Amal

[Shabu289760832cn8 · Accepted solution]

Hi Amal



Thanks for your response.



I managed a fix myself. This is how:



* The HP Smart app recommended one of the three software installations
so I chose that one.
* My version of Acrobat is a subscription, so always up to date.
* On my old Win 10 laptop all worked fine, even without installing HP
software
Using HP Smart, I could print but not scan from Adobe
I tried adding the full feature software, but the software couldn't find my
printer - even though I was linked to it via my wifi network (not directly
or by cable) and was able to print
* In the end, I uninstalled verything I had installed, wiped the wifi
connection from the printer and started all over again.
* In fact I stumbled upon the real issue with the software connection.
The IP address in the printer's report was different to the one the software
later reported onscreen! No idea why.
* I connected the printer and laptop using that new IP address
* When the full feature installation was complete, I found I could
scan beautifully from Adobe, but could not print any more.
* I then added the recommended software installation, but could still
not print. It had installed the fax but not the printing facility.
* I had to go into the HP app, click on printer and follow the prompts
to install the printer



All a bit of a saga, since I chose the M283fdw laserjet because one expert
review said it was a 15 min setup!



Thanks again for getting back to me so quickly.