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Insuficient data for an image

New Here ,
Jul 24, 2019

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I have 3 users: User 1, User 2, and User 3. all running windows 10, 1903

I have a scanner: scanner 1.

If scanner 1 scans a document and emails it to user 1 or user 2, they can see it, no problem, using Reader DC Version 2019.012.20035

If user 1 creates a PDF, and sends it to user 3, they can see it, no problem, Reader DC Version 2019.012.20035

HOWEVER:

If scanner 1 emails a document to user 3, they can't see it, on either their desktop or their laptop, both using Reader DC Version 2019.012.20035

The error received it "Insufficient data for an image"

So, if the scanner works to two users, but not to a third, what's wrong with user 3's adobe installation?  It's NOT the scanner, the other two users can see scanned documents just fine from the scanner, using the exact same version of the reader software.

Is there some combination of windows, outlook, adobe, something that would cause this? and why on both the desktop and the laptop for that one user?

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Insuficient data for an image

New Here ,
Jul 24, 2019

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I have 3 users: User 1, User 2, and User 3. all running windows 10, 1903

I have a scanner: scanner 1.

If scanner 1 scans a document and emails it to user 1 or user 2, they can see it, no problem, using Reader DC Version 2019.012.20035

If user 1 creates a PDF, and sends it to user 3, they can see it, no problem, Reader DC Version 2019.012.20035

HOWEVER:

If scanner 1 emails a document to user 3, they can't see it, on either their desktop or their laptop, both using Reader DC Version 2019.012.20035

The error received it "Insufficient data for an image"

So, if the scanner works to two users, but not to a third, what's wrong with user 3's adobe installation?  It's NOT the scanner, the other two users can see scanned documents just fine from the scanner, using the exact same version of the reader software.

Is there some combination of windows, outlook, adobe, something that would cause this? and why on both the desktop and the laptop for that one user?

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Jul 24, 2019 0
Adobe Community Professional ,
Jul 24, 2019

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Hi

To confirm:

User 3 can see the PDF of the image when sent by the other two users, but cannot see the image when sent directly by the scanner? Is that correct? If not, please clarify.

How is the image being scanned? What are the settings being used and what format is the scanner saving to?

~ Jane

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Jul 24, 2019 1
New Here ,
Jul 24, 2019

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unknown, trying now.  I know it doesn't work from scanner -> user3, but not if a scan is forwarded

Scanning format is : PDF file type (tried docx, pdf/a, niether worked)

Compression Ratio: Low

Resolution: 200x200dpi

it's a sharp scanner, not that much to set.

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Jul 24, 2019 0
Adobe Community Professional ,
Jul 24, 2019

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Are the documents images or text? Can you try .jpeg or .tiff for the format while testing?

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Jul 24, 2019 0
New Here ,
Jul 24, 2019

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User 3 can see the PDF of the image when sent by the other two users, but cannot see the image when sent directly by the scanner? Is that correct? If not, please clarify.

This is confirmed. I sent a scan from scanner to user1, then forwarded to user3. user3 CAN see the forwarded scan, but not when DIRECTLY scanned to that user.

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Jul 24, 2019 0
Most Valuable Participant ,
Jul 24, 2019

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Email is a very unreliable tool and often messes up. This can be the sender software, the receiver software, antivirus software, automatic signatures, forwarding servers, anything.

The very simplest test: compare the exact size in bytes of the file (that is, the SAME scan emailed to two users, works for one, not for the other). If the size is different, something has messed with it.

Or try this: get that BAD file and put it on a memory stick. Take it to another computer. Is it still bad? If so, you've shown it is basically that the file is going bad. If it's now good, you have weird stuff happening in Acrobat Reader.

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Jul 24, 2019 0