When I try to scan a document, Acrobat DC stops working and closes.

[crblue75]

I have a PC running Windows 10.  I am using HP 7520 Multifunction printer.  I can scan using the HP software as well as the Windows 10 scan app.  I've uninstalled and reinstalled Acrobat DC twice.  I've tried all the different combination of document types to scan with no different result in that as soon as I click the next button Acrobat DC stops working and closes.

[ioannisp98273376]

I have the same problem. My Pc running Windows 7 (64Bit)

[Lovekesh Garg]

Hi Ioannis,

Please provide following information to help us identify and resolve the issue ASAP:

- Acrobat dot version (Help> About Acrobat)

- Scanner detail

- Does this scanner works fine before for same or different combination of Acrobat and window

- Do you get any error message or crash. If crash, please share the crash logs of Acrobat.

Steps:

- Do the steps you are using for scan

- When Acrobat crash, open Task manager

- Select Acrobat application

- Right click on Acrobat process and click create dump file

Please share this file using https://cloud.acrobat.com/send

Thanks.

[risharmaAdobe]

Hi.

We had made some generic changes for Scn crasher handling in our recent releases. Can you please update us with the information that if the issue is still observed at your end?

Regards,
Rishabh Sharma

[Lovekesh Garg]

Sorry for the issue you are facing. Please try to

- install latest version of Acrobat(Help> Check for updates)

- troubleshooting option provided in Troubleshooting tips for scanner issues when using Acrobat

Please provide following information to help us identify and resolve the issue ASAP:

- Acrobat dot version (Help> About Acrobat)

- Does this scanner works fine before for same or different combination of Acrobat and window

- Do you get any error message or crash. If crash, please share the crash logs of Acrobat.

Steps:

- Do the steps you are using for scan

- When Acrobat crash, open Task manager

- Select Acrobat application

- Right click on Acrobat process and click create dump file

Please share this file using https://cloud.acrobat.com/send

Thanks.

[crblue75]

I still have the problem.

Operating system Windows 10 Pro

Acrobat DC Ver 15.6.30198.192149

I have an HP 7520 All-in-one. I can scan using the controls on the scanner, the HP software, and the Windows scanning app, but when I try using Acrobat DC, as soon as I select scanner, then the color selection and click the next button, the program opens a window that says the program has stopped working. I’ve shared the dump file,https://files.acrobat.com/a/preview/a75375c0-991e-457f-a208-b79e14205e20 .

[Lovekesh Garg]

Hi William,

I have reported your concern. We are working on it. I will inform you once we have any update.

Thanks.

[davidd91306974]

I'm having same problem.  Windows 10 Pro.  HP 6970-PCL3.  Adobe DC crashes whenever I try to scan.  I have checked for updates.

[Lovekesh Garg]

Hi David,

Can you please share the log file using https://cloud.acrobat.com/send

You can use above mentioned steps for creating log file.

Thanks.

[davidd91306974]

Here is the dump file:

Shared Files - Acrobat.com

Still same problem. When I try to scan with Adobe DC it says "stopped working".

David

[davidd91306974]

Hi! I supplied the dump log file as requested but have not received a response. Still have the same problem.

Shared Files - Acrobat.com

[Lovekesh Garg]

Logs you shared are not providing much information about the cause, except one says TWAIN driver is causing this crashes.

We are investigating further to identify what can be causing this issue.

Thanks.

[charlie3878]

My company is having the same crash problem with Acrobat DC Pro. We use Windows 7 (64 bit) machines. I have uploaded the dump file to Shared Files - Acrobat.com

DC is ver. 2015.020.20039

Acrobat crashes when scanning.

Please review the file and let me know what you think. Any suggestions are appreciated.

Thanks,

Charlie

charlie3878

[davidd91306974]

Any further updates on this issue? I supplied the dump file as requested, still having same problem. Thank you.

[BG_Ben]

We are also having the same issue.

-We seem to only have this issue with Adobe Acrobat DC Pro version.

-We have also confirmed that this happens with different scanners.

-A workaround: Open an existing document (we've created a PDF file with a single blank page) and scan into that document (so Append to Existing File will be selected).  You will never have the issue if you do it this way.  However, if you do not open a document before creating a PDF from scanner, 9 times out of 10 Adobe will crash when finished scanning.

Acrobat version: 2015.020.20039

Dump file:

Shared Files - Acrobat.com

[sandyr87647229]

A workaround: Open an existing document (we've created a PDF file with a single blank page) and scan into that document (so Append to Existing File will be selected) ----

This also worked for us (many users crash during scanning all use Fujitsu scanners).  This of course is not very convenient, has there been any fixes or reasons as to why only this works?

[BG_Ben]

I still am unaware of a fix for this issue.  We update the Adobe products in our environment to the latest releases monthly, so as far as I know this issue is still unresolved.

[jacquelined80229280]

I have the same problem with acrobat DC standard

[risharmaAdobe]

Please share the crash dumps with the method explained by Lovekesh garg above.

Thanks

[jacquelined80229280]

Please provide following information to help us identify and resolve the issue ASAP:

- Acrobat dot version (Help> ==>About Acrobat) 2015, updated today

- Does this scanner works fine before for same or different combination of Acrobat and window ==> YES

- Do you get any error message or crash. If crash, please share the crash logs of Acrobat.==> Adobe Acrobat DC a cessé de fonctionner ..Fermer le programme

Steps:

- Do the steps you are using for scan

- When Acrobat crash, open Task manager

- Select Acrobat application

- Right click on Acrobat process and click create dump file

Please share this file using https://cloud.acrobat.com/send ==>here is the link : Fichiers partagés - Acrobat.com

I am under windows 10

[jacquelined80229280]

I have a computer 64 bits and your acrobat DC is 32 bits, but it used to work perfectly.

[risharmaAdobe]

Please share the crash logs of Acrobat.

Steps:

- Do the steps you are using for scan

- When Acrobat crash, open Task manager

- Select Acrobat application

- Right click on Acrobat process and click create dump file

Please share this file using https://cloud.acrobat.com/send

Thanks

Rishabh

[jacquelined80229280]

I have done it and it has been approved at 10:32 today

De : risharmaAdobe

Envoyé : mercredi 9 août 2017 10:32

À : jacqueline doljansky <jsidol@gmail.com>

Objet : When I try to scan a document, Acrobat DC stops working and closes.

When I try to scan a document, Acrobat DC stops working and closes.

created by risharmaAdobe <https://forums.adobe.com/people/risharmaAdobe> in Scanning & OCR - View the full discussion <https://forums.adobe.com/message/9754766#9754766>

[risharmaAdobe]

Thanks Jacqueline.

We will analyze these too and get back with update on this thread once we have a fix.

Thanks

Rishabh

[Lovekesh Garg]

Hi Jacqueline,

We apologize for the issue you are facing. Please try 1 solution. Install the latest update(Go to Help> Check for updates) and create a new registry with value as 1

Path: [HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe Acrobat\2015](if you have Acrobat Classic 2015 or share the latest version with us if you have any doubt)

Right-click 2015-> new -> Key and name it as FeatureState

Right-click FeatureState-> new ->DWORD and name it as 4228380 and set value as 1

Relaunch Acrobat and scan.

It should resolve your issue. If the error still reproducible, please share the latest crash logs.

Thanks.