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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

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GPearce10
GPearce10
Participating Frequently
November 18, 2017

My problem / symptoms are similar, but I'll note the differences here:

  • I'm scanning from an Epson XP-830.
  • If I use only the Adobe tools to scan, it works every time.
    • But the scanner's interface has more granular control of the parameters of the scan. So I prefer to use that.
  • If I select Scan Using / My Custom Settings (show scanner's user interface) it becomes intermittent. Sometimes it works, sometimes it fails. When it fails,
    • it always completes running the mechanics. Then:
      • sometimes it hangs with the Enhance Scans tab up until I manually 'crash' it with Task Manager.
      • Sometimes it crashes to something like the scanner has stopped working and closes itself.
  • Scans using the Epson scan software also always work.
    • Then I get the granular control of the scan, but
    • more than half the time I want to add pages to an existing PDF document.
    • That function isn't available from the Epson scan softwere
    • so there are extra steps to merge the new scan with the original PDF.

SYSTEM INFO:

  • The Epson drivers are current.
  • The Acrobat program is updated to 18.009.20044.
  • The operating system is a current Windows 10 PRO version 1703
A
andywike
Participating Frequently
November 11, 2017

hope this helps many of you with the issue of Adobe Acrobat Pro or DC crashing while Scanning.  After much heartache and frustration I have finally found peace with this issue.  Hope that it works for all of you as well.

I have windows 10 installed with the latest Adobe Acrobat Pro installed.  Important to note that I had the same issue with DC as well.

I have used multiple models of scanners/printers, brother, hp, Samsung, Konica, etc...All of them would produce the same errors when scanning.  It was unpredictable as well.  Sometimes would work and sometimes would get the Adobe Acrobat Program has stopped working message.

I hope I do not jinks myself but here is what worked for me.  I created a PDF document with one page in it and called it "scan.pdf". (probably doesn't matter what you call the file or how many pages are in it)...  Open this file or similar file first, then select scan to append to existing document.  Works every time for me.  You can then with extract the pages that you want to a file name or copy and paste them to file explorer or similar...

K
kennetho36243165
New Participant
April 18, 2018

Using Fujitsu Fi-6130 with latest PaperStream IP Twain driver 1.50, Win 10 64 Pro, Acrobat DC 2017.011.30079.

Up until a few weeks ago no problems but now after scan and optimize/recognition it crashes. Turning off the Op/rec do not change.

I tried the blank page and now working... It is also working on Quicken 2018

AnandSri
Community Manager
AnandSriCommunity Manager
Community Manager
April 24, 2018

Hello Kennetho,

Sorry for the delayed response and inconvenience caused. As per the description above, Acrobat is crashing while scanning a document via a scanner, Is that correct?

Check for the latest/pending updates of Acrobat from help>check for updates, reboot the machine after installing the updates and see if this brings any difference.

Please refer and try the troubleshooting steps from the following Adobe article Troubleshooting tips for scanner issues when using Acrobat

If the issue still persists, please help us with the Acrobat crash logs, to collect the crash logs please follow the steps:

  1. Create a folder “C:\temp”
  2. Download and extract Shared Files - Acrobat.com to C:\temp.
  3. Make sure no Acrobat instances are already running -- check via Task Manager.
  4. Launch Acrobat
  5. Launch CMD prompt and type "cd c:\temp"
  6. On the Command Prompt type: "procdump -e -ma Acrobat.exe c:\temp\01.dmp". Procdump will now wait for the crash to happen.
  7. Perform the actions in Acrobat that cause it to crash.
  8. Procdump will have created c:\temp\01.dmp. Share the file.
  9. You may upload the logs to Adobe Send and share the link with us via email (Forum Private message *): How to share a file using Adobe Document Cloud

Also, help us with below information.

  1.     Operating system name and version.
  2.     Scanner make and model.
  3.     Driver version installed for Scanner?
  4.     Have you tried checking this issue with a new user account? If not, try it.
  5.     The current version of Acrobat installed: Identify the product and its version for Acrobat and Reader DC

Please send us the details via private message only, How Do I Send Private Message

Let us know how it goes and share your findings.

Regards,

Anand Sri.

    R
    ryanh32951782
    Participating Frequently
    October 24, 2017

    I am facing the same issue.  I have 7 Fujitsu fi-7160 scanners with 7 Adobe Acrobat DC users, and it happens intermittently with every user.  I have submitted a couple support tickets, and even sent in dump files when the crashes occur, but have never heard anything back.

      P
      Adobe Employee
      Philip Levy
      Adobe Employee
      October 24, 2017

      Here is a summary of problems and solutions identified so far.  Note that this is a complex area where lots of code in Acrobat has to interact with lots of code in scanner drivers all of which vary from vendor to vendor.  There is more than one problem here so these solutions may or may not solve your problem.

      1) The problem may occur when scanning is initiated from the Tools page (Create PDF > Scanner).  It may not occur when scanning is initiated from the File menu (File > Create > PDF From Scanner).  This may be due to some bug in the code path in Create PDF in Acrobat or some interaction with the scanner driver in this code path.  Note that some claims above report the opposite, where it works for Tools but not File.  Try switching and see if this helps you.

      2) The problem may occur when the scan mode is set to Black and White Document, but not in other modes.  In any case, if you have a sequence of steps that crashes pretty reliably, try a different scan mode and see if this helps.

      3) There are some other suggestions above which amount to changing parameters in the scanner interface itself which may or may not help for your scanner.

      We are still waiting for an official response from the Acrobat team.

      P
      parsleysage
      New Participant
      November 3, 2017

      This has got to be fixed!  They main reason I use Acrobat 2017 is to scan multi-page documents.  None of the suggested workarounds have helped.  I am going to have to back to a much older version of Acrobat.  So unhappy.

      C
      city_ofg66337498
      New Participant
      October 11, 2017

      I had this error as well. Here is my dump file: Shared Files - Acrobat.com

      H
      Adobe Employee
      harsha nidhig82437067
      Adobe Employee
      June 12, 2018

      Hi,

      Unfortunately the dump which was shared has not much information. Can you please repeat the steps where you observed the crash and follow these steps to create another crash dump.

      1. Create c:\temp\

      2. Download from dropbox.com/s/w9itsczht3cs7sq/Procdump.zip?.. and extract into c:\temp.

      3. Make sure no Acrobat instances are already running — check via Task Manager.

      4. Launch Acrobat

      5. Launch CMD prompt and type “cd c:\temp”

      6. On the command-prompt type: “procdump -e -ma Acrobat.exe c:\temp\01.dmp”. Procdump will now wait for the crash to happen.

      7. Perform the actions in Acrobat that cause it to crash.

      8. Procdump will have created at c:\temp\01.dmp.

      Go through the link forums.adobe.com/docs/DOC-7161 to share the dump or share it in whatever way you’re comfortable with.

      J
      jamestee
      New Participant
      October 10, 2017

      What finally worked for me to stop the crashing was, in Configure Defined Settings (for the scanner), change Scanner Options from Native Mode to Memory Mode.

      Prior to that, Acrobat would stop working and hang/crash/close as it tried to scan a second page.  Windows10x64, Acrobat Pro X using a CanoScan LiDe 700F Scanner.

      J
      joem32198302
      Inspiring
      October 10, 2017

      jamestee,

      Which way did you try to scan?

      1)  Open Acrobat. Select File -> Create -> PDF from scanner. Select scanner.
      or
      2)  Open Acrobat. Select Tools -> Create PDF -> Scanner. Select scanner.
      or
      3) something else.

      J
      jamestee
      New Participant
      October 10, 2017

      Prior to switching to Memory mode (using the Default Native mode) I tried both your #1 and #2 methods (via File and via Tools).  Acrobat stopped working with either method after trying to scan a second page.  I also tried scanning into a blank pdf file (ie. so that scanned page is appended) and again it stops/hangs/closes as it tries to scan more than 1 page. 

        J
        joem32198302
        Inspiring
        September 26, 2017

        Same or similar problem with Acrobat Pro DC 2017.12.20098, Windows 7 Home, and an HP 8740 on Ethernet. Created case 0189335790. Rep was not able to repeat and closed case.

        I since learned how to repeat: Open Acrobat. Select File -> Create -> PDF from scanner. Select "HP Office Pro 8740 TWAIN". Let it scan 2 pages from the document feeder. After the second page has been scanned I get messages "optimizing", "converting to searchable image exact", "optimizing" and then error dialogue "Adobe Acrobat DC has stopped working".

        How to avoid: Open Acrobat. Select Tools -> Create PDF -> Scanner. Select "HP Office Pro 8740 TWAIN". Let it scan 2 pages from the document feeder.

        Once I have scanned via the Tools menu path, I can scan successfully using the File menu path that failed initially as long as Acrobat is still open. I noted that the "Create" option under the File menu no longer showed the text "Create", just the icon. It did let me pick from he sub options.

        My GUESS is that something is not being initialized properly when the File -> Create path is used.

        Joe M

        lwslaugh
        lwslaugh
        New Participant
        January 26, 2018

        Joern's suggestion (item 34) worked for me.  Thanks!

        nich0142
        nich0142
        New Participant
        September 22, 2017

        risharmaAdobe​

        I'm also having issue with Adobe DC crashing while scanning.  I started having problems around July 29, 2017.  Problems continued for a couple of months and couldn't stand it any more so did a complete fresh install with Windows 10 and Adobe DC (latest version).  I'm still having issues and can't scan.  Samsung SCX-4623 with latest drivers installed.

        Shared Files - Acrobat.com

        Please confirm receipt.

        Thanks!

        K
        KentonScott
        New Participant
        September 23, 2017

        I've been trying to work through this issue with both Acrobat and with Canon with limited success. 

        In Acrobat, if I use the Canon 9000F Mark II selection, after a few pages, the program will either hang or pop up a message that Acrobat has to close. However, if I use WIA-Canon 9000F Mark II, it will continue to work.  The WIA setting is a pain though because it doesn't let me take advantage of the predefined scan setting; so I have to repeatedly select the black and white option. 

        The program works fine using the IJ Scan Utility AND it works fine when I use the buttons on the front of the scanner.  

        However, with the work projects I'm doing, I can do a lot of the scanning using the front of the scanner.   But, then I need to insert pages in the middle of the document later, and that is when I need the Acrobat program.  I would like to be able to avoid using the WIA setting, but so far that is the only reliable choice I've found.

        It would appear to me that there is a software glitch - either in the driver or in the Acrobat program that doesn't release the scan routine when it is finished. 

        I also have a Epson GT-S50 scanner, and it also has similar problems when I try to insert.

        I would appreciate any suggestions.

        (and here is the printout of a errors log that one of the Chat tech's created:)

        <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

        - <System>

          <Provider Name="Application Error" />

          <EventID Qualifiers="0">1000</EventID>

          <Level>2</Level>

          <Task>100</Task>

          <Keywords>0x80000000000000</Keywords>

          <TimeCreated SystemTime="2017-09-21T15:32:19.591441400Z" />

          <EventRecordID>1343048</EventRecordID>

          <Channel>Application</Channel>

          <Computer>ksurface</Computer>

          <Security />

          </System>

        - <EventData>

          <Data>Acrobat.exe</Data>

          <Data>17.12.20098.44270</Data>

          <Data>599eb8a8</Data>

          <Data>Scan.api</Data>

          <Data>17.12.20093.41392</Data>

          <Data>597fa2ff</Data>

          <Data>c0000005</Data>

          <Data>00092e9c</Data>

          <Data>5974</Data>

          <Data>01d332ee6f563314</Data>

          <Data>C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe</Data>

          <Data>C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\Scan.api</Data>

          <Data>7fef71cc-6fce-45e0-85cc-ddb143160cb4</Data>

          <Data />

          <Data />

          </EventData>

          </Event>

        K
        KentonScott
        New Participant
        September 23, 2017

        Forgot to mention that I'm using it on a Microsoft Surface Pro 4 with Windows 10 64 bit.

        Y
        yurit20634051
        New Participant
        June 12, 2017

        Acrobat Pro DC 15.006.30306.25331

        Win7 64

        scan: xerox 3335, scanner on lan, twain driver

        On another computer the same scanner works ok.

        dump:
        https://files.acrobat.com/a/preview/4c350401-4a24-48c4-a844-81004d35593c


        risharmaAdobe
        Adobe Employee
        risharmaAdobe
        Adobe Employee
        August 9, 2017

        Thanks for the dump file, Issue is under investigation.Will update you once it is fixed and if anything else is required.

        Thanks

        Rishabh

        P
        Adobe Employee
        Philip Levy
        Adobe Employee
        September 24, 2017

        I can confirm I am having this problem also.  Fails on Acrobat XI.  I bought a copy of Acrobat 2017 in hopes that it will fix the problem.  Still crashes on about every 3rd scanned page.

        I have a Canon LIDE 210 scanner.  I believe it is an interaction between Acrobat and the scanner TWAIN driver.  I am able to scan to PDF using other programs such as the open source NAPS2 program (NAPS2 (Not Another PDF Scanner 2) download | SourceForge.net ), but it is slower and lacks features in Acrobat scan.

        Is there a solution?

        AndrewC88
        AndrewC88
        Participating Frequently
        June 8, 2017

        I am having the same issue with Acrobat XI 11.0.20 running on Windows 10 Enterprise updated to the latest version.

        OS: Windows 10 Enterprise, 1703 update (build 15063)

        Acrobat: XI 11.0.20

        Scanner: Fujitsu fi-6110 with latest TWAIN drivers

        T
        tom94022
        New Participant
        May 26, 2017

        I have a similar problem with Acrobat XI under Win 10 64 bit; acrobat crashes at then end of a scan usually during optimization phase. More detail at this forum site

        I'll try any solution that works for DC

        Thanks

        Tom

        J
        jacko41347534
        New Participant
        May 29, 2017

        Same problem here - just last few days. Windows 10, 64 bit, (all latest builds) Using Acrobat Pro DC. When scanning multipage docs (Cannon CanoSAcan 9000F, latest drivers) - first page seems ok, scans second then freezes during optimisation. Tried repair Acrobat + reboot several times etc... Tried with no other software running - no luck

        Please help with a fix - I have a load of stuff I need to scan...

        Thanks

        Jack

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