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.

[lwslaugh]

Another person suggested using the "Tools" function on Acrobat Pro DC on Windows 10.  Click Tools, Create PDF, Scanner.  I have been using that cure repeatedly and have not had any problems with crashing.  I did have multiple crashes when I used File, Create, PDF from Scanner, but using the Tools interface seems to cure the problem.

[robert_blackmon]

Update - We had several users of Acrobat Pro DC 2017 w/ latest patch that “Acrobat has stopped working …” when attempting to scan until I had them check the “Show scanner’s Native Interface” checkbox in scanner custom options. It pops up the Twain interface window (uses the driver directly) where the user then clicks the scan button. BTW - using Fujitsu fi-7030 latest 32-bit TWAIN driver (v 1.50x). I see many workarounds posted which I tried but this is the one that finally worked for us.

[Lovekesh Garg]

We apologize for the issue you are facing. Please try 1 solution. Install the latest update and create a new registry with value as 1

Path: [HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe Acrobat\DC]

Right-click DC-> new -> [Key: FeatureState]

Right-click FeatureState-> new ->[DWORD: 4228380] and set value as 1

Relaunch Acrobat and scan. If the error still reproducible, please share the crash logs:

To create crash logs please follow these steps.

1. Retry the scenario where Acrobat crashes
2. Do not close the pop-up when Acrobat crash
3. Open Task manager
4. Right click on “Acrobat.exe *32” process and select ‘Create Dump file’
5. It will create a log file in temp folder. (Path will be displayed on pop-up comes when logs created). You can also check this under

• Open Run process (Win+R)
• Type %temp%
• Logs file will be available here with name "Acrobat.DMP" or "Acrobat(n).DMP" if there are other Acrobat dumps exist.

You can use Adobe send to share the file:

1. Launch your Application
2. Switch to Toll Center view and Open Send & Track
3. Click on “Select Files to Send”
4. A dialog will open from where you can choose the file/s you want to share
5. The workflow page will appear with the file/s to be shared prepopulated
6. Click on Create Link
7. Your Local files will be uploaded to the Document Cloud and a Public Link will be generated
8. Share the link with us

Thanks.

[Doris Manship]

One of our user's was scanning yesterday and the Acrobat DC program (Cloud Version) froze mid-scan. She called me right away.I created and retrieved a dump file before closing the program. Here is the link. Hopefully this will help. We really rely on Acrobat for our business and this is making our job very difficult.

Thanks

Shared Files - Acrobat.com https://files.acrobat.com/a/preview/f5b6c80a-0066-4020-88a8-33cdfb80f420

[Doris Manship]

Hi Lovekesh,

Just checking to see if you found any interesting information in the dump file I sent you a few weeks ago. We still continue to have this issue with multiple scanners. PLEASE HELP!!

[Lovekesh Garg]

Tried but couldn't find much-helping information. The engineering team is looking into this issue on high priority and trying to find out the root cause. We will inform you if there is an update.

Thanks.

[Doris Manship]

Yes. Please do!! We need this fixed ASAP.

Thank you

[K Feran]

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?

[K Feran]

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.

[wfolson1]

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]

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

[Mr_Tseng]

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.

[theresab26178403]

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.

[Platini82 · Accepted solution]

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.

[Buzz81]

I just updated Acrobat (now on ver. 2019.008.20080) and that did NOT fix the problem.  Adobe continues to immediately shut down when I have completed a scan.    I did, however, find a workaround: Under Tools - Create PDF, I click to create a blank page.  I then run a scan, appending the pages to the blank page.   It then completes the scan without shutting down.  More steps, and not as clean, as I'd prefer but it works for now.

[LBFinNJ]

The suggestion to append to a blank page worked for me. Still, this is ludicrous that many features that worked well and efficiently in XI Pro require so much extra work, and toolbar/desktop real estate, in DC. If it ain't broke, make it more complicated...

[Gloria31239333ii1x]

It didn't work for  me

[nzorn]

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.

[nzorn]

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.

[shannonb55535695]

can you share the files?

[nzorn]

No, but I'll be testing again once they officially release the patch to verify it does indeed fix the issue.

[guate6]

2024.07.25 

Have latest Acrobat (paid subscription) and it's no longer working.

[Tariq Ahmad]

@guate6 Sorry for the trouble you are experiencing. Please help us with the following information so we can assist you better:

• Have you tried installing the Printer/Scanner driver?
• What is the OS name and version?
• Acrobat version installed?
• Is Acrobat crashing? 
• When did the issue start to appear on the machine?

~Tariq 

[Gloria31239333ii1x]

That was posted in 2016. Not an issue anymore

Get Outlook for Android<>

[Tariq Ahmad]

Thanks for the quick reply. I was referring to @guate6 post, posted a few days ago.