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.

[nich0142]

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!

[KentonScott]

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>

[KentonScott]

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

[joem32198302]

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]

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

[jamestee]

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.

[joem32198302]

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.

[jamestee]

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. 

[joem32198302]

>"Configure Defined Settings (for the scanner), change Scanner Options from Native Mode to Memory Mode."

I am not able to find to find this option in either Acrobat DC Pro or the HP 8740 properties. It doesn't show on my Custom Scan screen (Acrobat -> Tools -> Create PDF -> Scanner -> Gear (near Default settings). It does not show for the TWAIN driver (allows show/hide user interface) or the HP driver (WIA Sanner Driver forces 'Show Scanner's Native Interface' mode).

I found very brief mention of it in Acrobat documentation, but not enough to understand it. Maybe there is a key difference in our setups that affects the available options. Are you using an HP device? Are you using the TWAIN driver or the WIA driver? Are you connecting via USB or the network?

Note that I can scan with my workaround. This is not a "dead in the water" issue.

Thanks for your time.

[city_ofg66337498]

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

[harsha nidhig82437067]

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.

[harsha nidhig82437067]

Also share the video of the steps when you observe the crash or brief them out.

[ryanh32951782]

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.

[Philip Levy]

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.

[parsleysage]

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.

[andywike]

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...

[kennetho36243165]

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]

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.

[GPearce10]

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

[troyd36883431]

I have Adobe DC, Windows 8.1, and Use VueScan for scan drivers. Half the time it crashes. Sometimes it works.

[h_hering]

Some problem here. Windows 10 (latest updates installed), Adobe Acrobat 2017 (latest updates installed), Fujitsu page scanner (several models).

@adobe: you should really fix that problem. We are paying top bucks for your product, so it should work!

P.S. none of the tips above constantly helped...

[risharmaAdobe]

Hi All,

We have made some changes to handle such errors/crashes being observed by you.Please share if your problem is solved with the latest update.

Regards,

Rishabh Sharma

[go4th]

As of 2-12-2018 the issue is unresolved. Using Acrobat 9.5.5 Standard (no updates available) and Brother MFC-7460DN with Windows 7 x64. I have attempted recommendations by users of creating a blank pdf and appending to it (no change), repair install (no change). Any further recommendations for this problem that is nearing 2 years without a fix? This is a client workstation that I manage and unless this is resolved quickly, my solution will be to change from Acrobat to your competitor's software that I have used for years and received outstanding immediate support when needed.

[Lovekesh Garg]

Hi, Acrobat 9 is very old version expired years back. So I suggest you, please use the trial version of latest Acrobat DC- https://acrobat.adobe.com/in/en/free-trial-download.html. Verify if the issue is resolved there.

If not please share the crash logs.

Thanks.

[robert_blackmon]

No worries, I have the latest DC Pro 2017 version all patched up and still have several users getting "Acrobat has stopped working ..." errors when they try to scan. From all the messages on their support site, it looks like this is an issue that Adobe has had for a couple of years, still unresolved.