Why does Acrobat DC crash after scanning a document?

[notleym96439296]

I recently bought Acrobat DC.  Lately, after scanning a document to create a pdf, the application wants to close before I can save the document.

[Moved from the forum Lounge to an Acrobat-specific, support forum - moderator]

[gbushdreamweaver]

I have same problem.  Acrobat Pro crashes after scanning one page.  Sometimes it successfully scans one page, sometimes it won't even do that.  If I try to scan a second page, either to the first file or a new file, it always crashes.

Using Mac OS 10.12.6.

Using Acrobat XI version 11.0.23.  Does the same thing with Acrobat 9 Pro version 9.5.5.

Scanner is Brother 7820N, Driver version 4.5.0.  Printer Proxy Version 12.4 (543.2).

[try67]

Neither of these versions of Acrobat are currently supported by Adobe, nor compatible with your OS, so problems are to be expected.

[gbushdreamweaver]

I have same problem.  Acrobat Pro crashes after scanning one page.  Sometimes it successfully scans one page, sometimes it won't even do that.  If I try to scan a second page, either to the first file or a new file, it always crashes.

Using Mac OS 10.12.6.

Using Acrobat XI version 11.0.23.  Does the same thing with Acrobat 9 Pro version 9.5.5.

Scanner is Brother 7820N multi-function, Printer Driver version 4.5.0.  Printer Proxy Version 12.4 (543.2).

Scanner is using Twain driver version 3.11.0 which seems to be the latest available.  However, the Brother website says that the most recent OS version it is compatible for is OS 10.10.  Nevertheless, others with completely different scanners by different manufacturers and with Windows operating system are experiencing same problem, so that suggests the problem is with Acrobat, not the scanner software.

[susanrobertson]

I'm having the same trouble, for months now. Using Adobe Acrobat Pro DC and a Brother MFC-9330CDW printer. I'm fed up. Have done everything Adobe suggests on their help page, and no result. Scan the pages, select "Scan is Complete", get a clock, then boom. Crashed. Surely given all the subscription fees we're not paying Adobe can afford to look into this. Or shall I just go back to the old software..at least that worked.

[athurschwell]

Same problem.  Acrobat Pro DC, fully up to date.  Epson GT-1500 scanner.  This really is pretty outrageous.  This is an expensive subscription package and scanning capability is (or ought to be) very basic functionality; yet this complaint is a year old and no sign of a fix.

Until now I've been Acrobat Pro's biggest fan, but this is making me think twice.  Please get on this now, Adobe, before your reputation crashes, too.

[athurschwell]

And, I should add, what moderator put "Assumed Answered" on the original post?  It's not even close to answered.  C'mon. 

[try67]

No one did. It's an automatic (albeit often flawed) feature of the Jive boards.

[andressdg]

This didn't happen when using Acrobat 9, X and XI until last month (idiotic, i know) but they were rock solid.

Now I get this subscription and cannot scan. Crashes as state above.   What is going on, quite irresponsible not to track this issue after two years as I can see.

Now I'm split on going back to 9, X, XI (idiotically unsafe, I know) or moving on to Foxit.

Any chance this will be fixed by the end of the Century?   

[AnandSri]

Hi All,

We're sorry for the trouble and inconvenience caused, please share the following details so that we can go ahead and investigate further:

• The current version of Acrobat installed, to identify, refer to Identify the product and its version for Acrobat and Reader DC
• The version of the operating system installed.
• Make and Model of the Scanner and the driver/firmware version installed.
• Collect the log files of the machine on which you are facing the issue, to collect the logs on the Windows machine, please refer to the following steps:

  • Create a folder “C:\temp”

  • Download and extract Shared Files - Acrobat.com  to C:\temp.

  • Make sure no Acrobat instances are already running -- check via Task Manager.

  • Launch Acrobat

  • Launch CMD prompt and type "cd c:\temp"

  • On the Command Prompt type: "procdump -e -ma Acrobat.exe c:\temp\01.dmp". Procdump will now wait for the crash to happen.

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

  • Procdump will have created c:\temp\01.dmp. Share the file by private/direct message only How Do I Send Private Message

For the Mac machine, collect the log files using How to use the Creative Cloud Log Collector tool

Thanks,

Anand Sri.

[susanrobertson]

Acrobat version - 2019.010.20069

OS - WIndows 10 Home build 17134.523

Scanner - Brother MFC9330-CDW

FIrmware version - Z 1.10 N

I will PM you the 01.dmp file now.

This crash has been going on for months. It's one of the main things I use Adobe for and since the subscription fee was increased this month, if I can't get it working, I will review whether I continue with Adobe.

[AnandSri]

Hello Susan,

I have responded back to the private message, please check your email inbox.

Thanks,

Anand Sri.

[susanrobertson]

Hello AnandSri

Is there an update please on this? If I can't scan I'm going to have to cancel my subscription, this is a pretty basic function and seems I'm far from the only one.

Thanks

Susan

[Derek Rubinoff]

Hi AnandSri​,

Per you request:

Acrobat version - 2019.010.20091

OS - WIndows 10 Pro version 1809; OS build 17763.253

Scanner - Brother MFC-J6935DW

Firmware version - Main Version Q

Here is a link to my dump file, prepared as you instructed. The crash happens repeatedly when a scan in being optimized: https://documentcloud.adobe.com/link/track?uri=urn%3Aaaid%3Ascds%3AUS%3A2a20937d-f280-4060-9317-cb5e...

[Guest]

We have also had this problem for over 10 years.  We use Canon 9800 and Fujitsu Scanners (multiple models).

• Scan will complete, you see the pages, then it crashes.
• Scan will complete, when you click save, it crashes.
• Adding or removing pages will also crash it.

All of this gives a generic error 1000 or no error at all.  Sometimes Acrobat will just disappear with no error and nothing in Windows application logs.  The process will no longer be running under task manager.

This affects all of our users off an on.

We run an Adobe Acrobat Cleaner (actually build for 2015), delete Adobe temp files/folders and some Adobe registry entries.  This fixes it for a few weeks then we are back to crashing again.

We have Adobe Acrobat 2017 (not DC) (17.011.30105)

We have spent a lot of time on the phone with Adobe with no fix yet.

[micheals60577038]

I have finally got a definite explination from Adobe as to this issue on my network.  Apparently there is a known issue between the Adobe Cloud Service and Domain Joined PC's.  If you Make the following registry entry's your issues should go away right away as it did for me.

Navigate to the following location:

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Adobe Acrobat\2015\FeatureLockDown

Create a new "key" and name it "cServices"

Then Navigate to

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Adobe Acrobat\2015\FeatureLockDown\cServices

Create a new "DWORD (32-bit) value" and name it "bUpdater" and set a value of "0"

For Adobe Acrobat 2017 just change the "2015" to "2017" in the registry location

I hope this helps everyone as I have spent a lot of time arguing with Adobe that there was an issue with their system and not my network before the finally admitted to the issue and provided me with this fix.

[Guest]

Thanks for the helpful tips it helpe with one of our computers having that issue.

I might have to try this procedure again  it worked for one of our machines but when applying the fix to another machine it's still crashing and it happened to her twice yesterday.