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.

[BG_Ben]

So if we have DC Continuous, would the key be:

"HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Adobe\Adobe Acrobat\DC\FeatureState" DWORD = 4228380 with value of 1?

[harsha nidhig82437067]

Hi Ben,

Yes, whatever Acrobat track you have either DC/2015/2017, add DWORD = 4228380 with value of 1 in this path

"HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Adobe\Adobe Acrobat\<corresponding_acrobat_track>\FeatureState"

Regards.

[jamesb81815601]

Having the same problem

Adobe 2017 DC

Brother MFC Scanner

All programs have all their updates.

I just downloaded the Adobe software a couple days ago and I'm using it on a new computer using Windows Pro, the older version 2015 DC worked fine.

The fix I'm reading above does not explain how to create a new registry. How do I get to to this path? etc...

Can you illuminate for common folk?

[harsha nidhig82437067]

Hi James,

To create above mentioned registry please follow these steps:

1. Start "Run" (Windows + R)

2. Enter "regedit" and click "OK"

You should be seeing some folder called "HKEY_LOCAL_MACHINE" in tree view in the left pane.

Add DWORD = 4228380 with value of 1 in this path

"HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Adobe\Adobe Acrobat\<corresponding_acrobat_track>\FeatureState"

Regards.

[BG_Ben]

I tested this with one of my user's that is experiencing the issue, and they still get the same error.  "Adobe Acrobat DC has stopped working."  I confirmed they closed out of Adobe products before testing.

[harsha nidhig82437067]

Hi Ben,

Sorry for that, can you share a crash dump when you observe this error by following above mentioned steps using procdump. And also it'd be great if you can also share the video of steps you have executed.

Regards.

[BG_Ben]

Here is the dump file:

Shared Files - Acrobat.com

[nzorn]

Still not getting anything from Adobe Case 0189517951 on this issue.  Problem is verified in both Acrobat 2017 and Acrobat DC.  Dump files have been supplied as well.

[AnandSri]

Hello Nzorn,

We're sorry for the delayed response and inconvenience caused. The issue is reported to the Engineering team and they are working on a fix on priority and will share an update soon.

Thanks for your time and patience thus far.

Regards,

Anand Sri.

[nzorn]

Well this thread was started 851 days ago, so I won't hold my breath.

[christiank36752925]

Hello Adobe Support!

I have the same problem and just wasted hours of my precious time with this crap!

It is absolutely ridiculous to hear for years now that you are working on solving this issue!!!!!!

I know it is not your fault.

But get one of the responsible product managers  to deal with that issue!

Please escalate!!!!!!!!!

Shame on Adobe!

[bogobogo]

YES! I totally agree.

And I have the same problems with scanning …

For nearly 2 years now I have been telling colleagues and friends around me, NOT to buy nor install Adobe Acrobat DC!

I have this version, but deinstalled it again – and stay with Adobe Acrobat XI Pro. That is running perfectly.

Adobe is NOT FAIR!

[risharmaAdobe]

Hi Ben,

Hope you are doing fine.

There have been some fixes around scan in recent release.

Could you please test the scenario which caused crash at your end and come back to us?

Thanks,

RIshabh

[joem32198302]

RIshabh,

I am not Ben, but I repeated my test (File -> Create -> PDF from Scanner - Black and White document) and got the same failure. Also got the same failure for a color photograph. In both cases the document area was empty.

Help shows 2017 Release (Continuous) | Version 2017.012.20098.

Joe

[nzorn]

Bump, any update on this?  I just installed Adobe Acrobat Pro 2017 (2017.011.30068)

Seeing this issue when scanning from a Fujitsu fi-5220c on a Windows 7 x64 machine.

Problem signature:

  Problem Event Name: APPCRASH

  Application Name: Acrobat.exe

  Application Version: 17.11.30068.55096

  Application Timestamp: 59fe165c

  Fault Module Name: BIB.dll

  Fault Module Version: 1.2.12.1

  Fault Module Timestamp: 597f9953

  Exception Code: c0000005

  Exception Offset: 0000423d

  OS Version: 6.1.7601.2.1.0.256.48

  Locale ID: 1033

  Additional Information 1: 0a9e

  Additional Information 2: 0a9e372d3b4ad19135b953a78882e789

  Additional Information 3: 0a9e

  Additional Information 4: 0a9e372d3b4ad19135b953a78882e789

[nzorn]

Opened Adobe Case 0189504178

They had me do the following, still same problem.

-Hotfix patch: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/classic/dcclassic17.011Nov2017qfe....

-Registry change:

[HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Adobe\Adobe Acrobat\2017\FeatureState]

"4228380"=dword:00000001

[risharmaAdobe]

Hi Sandy,

Please share the crash dump along with the information that was the crash dump issue resolvable using that blank page append trick.

Thanks

Rishabh

[andywike]

Exactly...  Works every time.  Sorry I did not see you solution to the problem earlier.  It is now Nov 2017 and I just posted a response/answer to the problem not knowing you had already posted it a year ago.... 

[tom94022]

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

[jacko41347534]

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

[williamm59631298]

I am having the same problem with Acrobat X Standard.  (Win 10, Epson XD800)

Bill

[AndrewC88]

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

[yurit20634051]

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]

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

Thanks

Rishabh

[Philip Levy]

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?