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crblue75
crblue75
New Participant
April 24, 2016
Answered

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

  • April 24, 2016
  • 25 replies
  • 35940 views

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.

This topic has been closed for replies.
Correct answer Platini82

With the latest release of Acrobat on 2nd Oct, 2018, this issue has been addressed.

If your product is not already updated, you can manually do so from within the product.  Click on the menu Help-> Check for updates.

25 replies

Show previous replies
BG_Ben
BG_Ben
Participating Frequently
November 2, 2016

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

S
sandyr87647229
New Participant
July 26, 2017

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
    BG_Ben
    Participating Frequently
    July 26, 2017

    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.

    D
    davidd91306974
    New Participant
    October 24, 2016

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

    D
    davidd91306974
    New Participant
    September 17, 2016

    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
    Adobe Employee
    Lovekesh Garg
    Adobe Employee
    September 21, 2016

    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.

    D
    davidd91306974
    New Participant
    September 27, 2016

    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

    Lovekesh Garg
    Adobe Employee
    Lovekesh Garg
    Adobe Employee
    August 3, 2016

    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
    crblue75Author
    New Participant
    August 4, 2016

    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
    Adobe Employee
    Lovekesh Garg
    Adobe Employee
    August 9, 2016

    Hi William,

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

    Thanks.

    ioannisp98273376
    ioannisp98273376
    New Participant
    April 25, 2016

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

    Lovekesh Garg
    Adobe Employee
    Lovekesh Garg
    Adobe Employee
    August 9, 2016

    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.

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