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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

G
Gwen Schoenfeld
Participating Frequently
February 9, 2019

I have been having this problem for a few weeks.  I have the latest version and no further updates are available (I have clicked repair installation, and last week an Adobe technician uninstalled and reinstalled the program.  How can I fix this?

    R
    R0b_Evans
    Known Participant
    October 30, 2018

    My problem is similar.  When I open Adobe Acrobat DC Pro and go to File->Create->Pdf From Scanner, Acrobat hangs up without finding a twain scanner.  Then, I can only kill Acrobat by using Task Manager.  When I then open Acrobat a second time, I can then go to File->Create->Pdf From Scanner, Acrobat then works as expected and I am able to scan documents.

    I checked for updates on 10/30/2018 and there were none.  I am running Adobe Acrobat DC Pro Continuous Release Version 2019.008.20080

    P
    Adobe Employee
    Platini82Correct answer
    Adobe Employee
    October 23, 2018

    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.

    N
    nzorn
    Participating Frequently
    November 2, 2018

    THIS ISSUE IS NOT RESOLVED.

    My Adobe case number (0189517951) is still open, Adobe has sent me custom builds to try, but I can't even test them as they have licensing issues....Adobe doesn't even understand their own licensing.

    shannonb55535695
    shannonb55535695
    New Participant
    November 29, 2018

    Adobe sent me a custom patch to test (Acrobat.exe, Acrobat.dll, BIB.dll) and it appears to have resolved the issue, I'm still waiting to hear back when it will be released as an official patch.


    can you share the files?

    Mr_Tseng
    Mr_Tseng
    New Participant
    October 7, 2018

    This problem just started with my EPSON WF7610.  It was working before from the Tools page (Create PDF > Scanner) but not anymore.  Scanning still works when initiated from the File menu (File > Create > PDF From Scanner).  Issue is similar to what is being reported here where Adobe Acrobat Pro DC crashes after the scan is complete and the product is briefly shown in Acrobat before the crash message pops up.  I was scanning a single sheet and the crash happens using either the scanner glass or ADF.  It doesn't matter if I use the scanner interface or not.  I am using Windows 7.

    T
    theresab26178403
    New Participant
    October 18, 2018

    I have had the same problem for months. PLayed around with a "fix" from Adobe which didn't work and took HOURS OF MY TIME.  I have updated ACcrobat and Windows. It Still DOES NOT WORK. This is ridiculous. There needs to be a patch for this. I am scanning stuff with my phone. That's how bad this is.

    W
    wfolson1
    New Participant
    September 17, 2018

    Having the same issue, and this response from Adobe is classic:

    "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."

    It's been 2 1/2 years since this problem was reported.  Maybe it's time to fire the JV engineering team and go hire some real engineers. Or, maybe if we send you just a few more logs, that'll do the trick.  So done with your product...going back to OmniPage....at least that works and it is a hell of a lot cheaper.

    bogobogo
    bogobogo
    New Participant
    October 6, 2018

    Just tried with newest Acrobat DC Pro Version 2019.008.20071.

    BAD – BAD – BAD

    The same phenomenon as before.

    After scanning CRASH!

    Adobe Acrobat 11.0.23 Pro working perfectly on the same PC

    K
    K Feran
    New Participant
    March 24, 2018

    Shared Files - Acrobat.com - My Dump files from crashes earlier today as above.

    Apologies I had missed instructions on how to share these files above.

    K
    K Feran
    New Participant
    March 24, 2018

    Same problems. latest verified updated version of Acrobat DC with Canon LiDE 200 scanner. Works for 4-5 pages then crashes. I have tried suggestions of saving a pdf file first and appending to it. I have tried scanning from both routes (File and Create PDF menus) but same issue. My dump file is 268MB. How can I send this to Adobe?

    risharmaAdobe
    Adobe Employee
    risharmaAdobe
    Adobe Employee
    February 12, 2018

    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

    G
    go4th
    New Participant
    February 13, 2018

    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
    Adobe Employee
    Lovekesh Garg
    Adobe Employee
    February 13, 2018

    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.

    h_hering
    h_hering
    New Participant
    February 1, 2018

    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...

    troyd36883431
    troyd36883431
    New Participant
    January 27, 2018

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

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