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4

Stuck Optimizing

New Here ,
May 15, 2020 May 15, 2020

Good Afternoon everyone. I know there have been a few posts about this on here, but I am unable to find a solution that has worked. I am running Windows 10. Using a Brother MFC-7860DW. Every time I attempt to scan more than one page from Acrobat (pro version) it scans the first page then sits in an "Optimizing" screen. I cannot close Acrobat or do anything else with it from here without force quitting from task manager. I saw some recommendations to roll back to a prior update but no explanation on how to do that and in searching I could not find a way that I could either.  I have tried uninstalling Acrobat twice and my printer drivers twice to no avail. This is a critical function of my job while working from home and I cannot currently proceed. I am disappointed the Adobe would roll out a broken update while we are all stuck at home in the middle of a pandemic and surprised they have not patched it... Thank you for any help you can provide. 

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Scan documents and OCR
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2 ACCEPTED SOLUTIONS
Adobe Employee ,
May 21, 2020 May 21, 2020

Hi,

 

This issue stands fixed now.

Please check for the updates.

 

This should work fine now with this release of Acrobat.

 

Thanks for the patience.

 

Regards,

Gaurav Maheshwari

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Adobe Employee ,
May 21, 2020 May 21, 2020
LATEST

Hi All,

 

Thanks for your time and patience and for your cooperation on this.

 

As correctly mentioned by Gaurav, the fix is available with the latest update of Acrobat version 20.009.20065, please install the latest update from the help menu of the application>select check for updates, reboot application and try scanning.

 

For detailed information about the latest update, please see the Release notes.

 

Please let us know if you experience any issues.

 

Regards,

Anand Sri.

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Adobe Employee ,
May 15, 2020 May 15, 2020

Hi there

 

We are sorry for the trouble and the experience. As described you are not able to scan more than one page

 

We need some more information for a better understanding

 

  • Have you started experiencing this issue after installing the recent update for Adobe Acrobat/Reader DC? What is the version of the application you are using? To check the version go to Help > About Adobe Acrobat DC

 

  • Is this a behavior with a particular PDF file or with all the PDFs that you try to scan? Please try with a different PDF file and check.

 

  • Are you on a Mac or Windows machine and what is the version of the OS?

 

  • What is the make and model of the printer/scanner? Also, please check for any missing updates for the printer driver and firmware and try updating them and check if that makes any difference.

 

Regards

Amal

Regards
Amal
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New Here ,
May 15, 2020 May 15, 2020

Not sure if you are a bot or do not read but I answered everything you asked. This is a poor attempt at stalling me. 

 

To reitterate. 

 

I started experiencing this after the update yesterday. 

 

This happens no matter what I try to scan. 

 

I am running an up to date version on Windows 10. 

 

Brother MFC-7860DW. I have updated the drivers. I uninstalled the driver reinstalled the driver and updated again. 

 

I am disgusted that a program I require to function would put out an update that makes all over my work near impossible in the middle of a pandemic while so many of us are working from home. 

 

 

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Community Beginner ,
May 16, 2020 May 16, 2020

Same problem here.  Tried with 2 different scanners and read that the temporary fix is to rollback the update.  I cannot find an older version to download or instructions on how to rollback the update.

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New Here ,
May 16, 2020 May 16, 2020

Same issue here with same printer (Brother MFC-7860DW). Annoying workaround I found was scan 1 page at a time and append it to prior page.

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Community Beginner ,
May 18, 2020 May 18, 2020

Same issue here. Happening on at least 4 computers here at our office.

 

When scanning, after the first page is scanned a dialog box comes up "Processing 1 of 1... Optimizing..." . I reinstalled Adboe Acrobat, Creative Cloud, Scanner Drivers, restarted machine. No luck. Current OS: Windows 10. Scanner: DocuMate 3220.

 

The workaround ketha7847258 posted was tried and does work (thank you) however this is a rediculous workaround for a premium PDF app. Unable ot find rollback option as well (gator1130, thank you).

 

On hold with tech support now, Ill post an udpate if I have any luck.

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Community Beginner ,
May 18, 2020 May 18, 2020

Still on hold with Adobe. Going on 1 hour and 30 minutes now.

 

For those looking for other workarounds, Im using a scanner with a feed option (DocuMate 3220). The scanner comes with a "One Touch Scanning" function which is peice of optional software that can be insitalled along with the scanner which allows me to hit a button on the scanner that I can program. As a workaround I programmed the button the scan single sided from the feed roller and open the finished file in Adobe Acrobat.

 

Although I would still like a reponse from Adobe, at least I can scan multiple pages. GeoffreyKilar; maybe this link can help you do the same (https://support.brother.com/g/b/faqend.aspx?c=au&lang=en&prod=dcp1510_eu_as&faqid=faq00002599_021).

 

Hopefully Adobe gets back to us on this. I've contacted support before and not once had a succesful ticket request. Its nuts that Adobe charges so much money for this software when it barley works to begin with (laugh/cry).

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Community Beginner ,
May 19, 2020 May 19, 2020

[UPDATE]

 

Just got off the phone with Adobe (after 2+hours on the phone and one disconnection). I was advised that "...Adobe is aware of this bug and is working on a fix...there is no fix as of now...there is no workaround as of now...once one [fix] is made I will be updated via email...". When/if I receive an update, I will be sure to post here.

 

Support Steps: The representative remoted into my PC, reinstalled Adobe DC (I had already done this). This tool ~1.5hrs. The problem persisted. He advised he was going to speak with management/another technician and that is when I got disconnected. When I called back, I was unable to get connected with the same representative and was advise the above. Please do not waste your time calling.

 

Good luck everyone!

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New Here ,
May 19, 2020 May 19, 2020

I have exactly the same problem this person describes. In my case, my printer is a MFC-J875DW. This issue started a few days ago after the rollout of the new software. 

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New Here ,
May 19, 2020 May 19, 2020

Same problem here.  Stuck on "Processing 1 of 1..."  So only first page of multi-page document gets scanned from feeder.  This problem arose after latest update from "creative cloud".  I know this because we had one computer that we had not turned on for some time.  When we turned it on, we had no problem running scans through feeder.  But then we see the small update window turn on saying "creative cloud" just finsihed updating and then lo and behold the problem arose on this second computer.  Anyone have a fix other than to feed page by page?

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New Here ,
May 19, 2020 May 19, 2020

There is another thread with about 15 people all reporting the same issue in the last few days. It looks like this issue was introduced with the latest version of Adobe Acrobat DC version 20.009.20063 which was released on May 12th: https://community.adobe.com/t5/acrobat/adobe-acrobat-pro-scan-stuck-while-optimizing/td-p/11131985?p...

 

https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/continuous/dccontinuousmay2020.htm...

 

So far I have not seen any Adobe representative provide a useful response or acknowledge the issue.

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Community Beginner ,
May 19, 2020 May 19, 2020

There is an acknowledgement of the issue on another thread. They said they pinpointed the issue and have it at high priority to solve. No idea what that means time frame wise...

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New Here ,
May 20, 2020 May 20, 2020

I'm just piling on.  Same issue with a Brother MFC-J6920DW.  I've only had the Acrobat DC subscription for a month, and this renders it pretty much useless.  I'm reluctantly going back to Soda until this is fixed.

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Adobe Employee ,
May 21, 2020 May 21, 2020

Hi,

 

This issue stands fixed now.

Please check for the updates.

 

This should work fine now with this release of Acrobat.

 

Thanks for the patience.

 

Regards,

Gaurav Maheshwari

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Adobe Employee ,
May 21, 2020 May 21, 2020
LATEST

Hi All,

 

Thanks for your time and patience and for your cooperation on this.

 

As correctly mentioned by Gaurav, the fix is available with the latest update of Acrobat version 20.009.20065, please install the latest update from the help menu of the application>select check for updates, reboot application and try scanning.

 

For detailed information about the latest update, please see the Release notes.

 

Please let us know if you experience any issues.

 

Regards,

Anand Sri.

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