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Acrobat Standard DC "Unable to locate the Paper Capture recognition serves."

Community Beginner ,
Mar 16, 2020

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I recently updated my version of Acrobat Standard DC to continuous release version (which currently shows version 2020.006.20034 is installed).  While it updated without incident, I am no longer able to run text recognition on any document, getting the error "Acrobat could not access the recognition service because: Unable to locate the Paper Capture recognition service.  Your installation may be corrupt."

I have tried the workaround located here (https://helpx.adobe.com/in/acrobat/kb/acrobat-could-access-recognition-service.html).  I have tried a repair installation.  I have tried uninstalling and reinstalling, and I have tried uninstalling, running the Acrobat cleaner tool (every version, starting with the DC version and working backwards) and then reinstalling.  I have tried all of these steps several times, using every variation that I have found in this forum or online, but nothing fixes the problem.

Under Help>About Adobe Plug-ins, it shows that PaperCapture version 20.6.20034.366983 is loaded and certified.

I am out of ideas.  Does anyone else know how to fix this?  I only have it for it's OCR abilities, this is killing me.

Thanks.

Correct answer by mcbrock | Community Beginner

I finally got the problem solved.  While I was waiting for feedback on how our software licenses worked with VMs, I decided to try on more route. I'm sure this wasn't the most efficient route to the solution and a lot of the step probably were not even necessary, but I wanted to post it in case it could benefit someone else searching for the same solution.

First, I started out by searching my hard drive for some of the files that were in the PaperCapture folder (under plugins). It found almost all of them in C:\Windows\Installer\$PatchCache$\Managed\68AB67CA3301FFFF7706C0F070E41400.  I deleted the folder and searched the registry for "68AB67CA3301FFFF7706C0F070E41400" and deleted every item that it found. The above search also found outdated copies of idrskrn15.dll, idrsocr15.dll and idrsprepro15.dll in the Windows SysWOW64 and System32 directories.  I overwrote these with the current versions found in the Adobe folder under Program Files.

My intent was to try a repair installation at this point, but I apparently wiped out the files it used, so it failed.  The standard uninstall also failed, so I turned again to RevoUninstaller Portable (free) once again in advanced mode.  After that was done, I reinstalled Acrobat DC once again (to save time, I skipped reinstalling Creative Cloud this time).  It finished, but OCR was still failing, so I tried using MS Process Monitor to watch Adobe.exe while I was trying to run OCR and noticed a "NAME NOT FOUND" error for C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\idrskrn.dll.  I copied the 9 "idrs" dll files from the Paper Capture plugin folder to that folder (just like I'd done a couple dozen times before), tried again, and it FINALLY ran text recognition correctly.

Like I said, I'm not sure what combination of the above made copying the dll files over finally work, but hopefully someone smarter than I can figure it out. Now I just have to cross my fingers that Adobe's next update doesn't break it again.

Props and thanks to ProlificUser whose advice got me on the right path.

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General troubleshooting, Scan documents and OCR

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Acrobat Standard DC "Unable to locate the Paper Capture recognition serves."

Community Beginner ,
Mar 16, 2020

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I recently updated my version of Acrobat Standard DC to continuous release version (which currently shows version 2020.006.20034 is installed).  While it updated without incident, I am no longer able to run text recognition on any document, getting the error "Acrobat could not access the recognition service because: Unable to locate the Paper Capture recognition service.  Your installation may be corrupt."

I have tried the workaround located here (https://helpx.adobe.com/in/acrobat/kb/acrobat-could-access-recognition-service.html).  I have tried a repair installation.  I have tried uninstalling and reinstalling, and I have tried uninstalling, running the Acrobat cleaner tool (every version, starting with the DC version and working backwards) and then reinstalling.  I have tried all of these steps several times, using every variation that I have found in this forum or online, but nothing fixes the problem.

Under Help>About Adobe Plug-ins, it shows that PaperCapture version 20.6.20034.366983 is loaded and certified.

I am out of ideas.  Does anyone else know how to fix this?  I only have it for it's OCR abilities, this is killing me.

Thanks.

Correct answer by mcbrock | Community Beginner

I finally got the problem solved.  While I was waiting for feedback on how our software licenses worked with VMs, I decided to try on more route. I'm sure this wasn't the most efficient route to the solution and a lot of the step probably were not even necessary, but I wanted to post it in case it could benefit someone else searching for the same solution.

First, I started out by searching my hard drive for some of the files that were in the PaperCapture folder (under plugins). It found almost all of them in C:\Windows\Installer\$PatchCache$\Managed\68AB67CA3301FFFF7706C0F070E41400.  I deleted the folder and searched the registry for "68AB67CA3301FFFF7706C0F070E41400" and deleted every item that it found. The above search also found outdated copies of idrskrn15.dll, idrsocr15.dll and idrsprepro15.dll in the Windows SysWOW64 and System32 directories.  I overwrote these with the current versions found in the Adobe folder under Program Files.

My intent was to try a repair installation at this point, but I apparently wiped out the files it used, so it failed.  The standard uninstall also failed, so I turned again to RevoUninstaller Portable (free) once again in advanced mode.  After that was done, I reinstalled Acrobat DC once again (to save time, I skipped reinstalling Creative Cloud this time).  It finished, but OCR was still failing, so I tried using MS Process Monitor to watch Adobe.exe while I was trying to run OCR and noticed a "NAME NOT FOUND" error for C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\idrskrn.dll.  I copied the 9 "idrs" dll files from the Paper Capture plugin folder to that folder (just like I'd done a couple dozen times before), tried again, and it FINALLY ran text recognition correctly.

Like I said, I'm not sure what combination of the above made copying the dll files over finally work, but hopefully someone smarter than I can figure it out. Now I just have to cross my fingers that Adobe's next update doesn't break it again.

Props and thanks to ProlificUser whose advice got me on the right path.

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General troubleshooting, Scan documents and OCR

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Mar 16, 2020 0
Adobe Employee ,
Mar 17, 2020

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Hi Mcbrock,

 

We are sorry for the trouble. As you have tried all the troubleshooting steps and still the issue remains unresolved. 

 

A new version of the Acrobat / Reader DC got released today version 20.006.20042. Please update the application to the new version available. Go to Help > Check for Updates. Also, check for any missing updates for printer/scanner drivers and firmware and see if that helps.

 

If it still doesn't work, please create a new test user profile with full admin rights or enable the root account in Mac (https://support.apple.com/en-in/HT204012) and try using the application there and check.

 

Let us know how it goes.

 

Regards

Amal

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Mar 17, 2020 0
Community Beginner ,
Mar 23, 2020

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Thanks. Acrobat Standard DC seems to have updated to version 20.006.20042 automatically, but the same error persists.  The PaperCapture plugin still shows version 20.6.20034.36698 however -- just an observation -- I assume the plugin version was supposed to stay the same.  It does not find any more updates when I manually tell it to search for them.  I tried having it do a repair installation again as well, which completes successfully, but the same OCR error remains.

 

I did find a couple of old printers still installed and had Windows remove them and their underlying files, but that made no difference.  There don't appear to be any driver errors with the other printers, and nothing has changed since Acrobot OCR last worked correctly.

 

My current account has Admin rights to my machine, but that took a lot of effort to get and it is unlikely that I'd ever be able to get a second "test account" with the same.  Most of my IT department is in self-quarantine due to one of them testing positive for Coronavirus, so it is likely that I won't have any of their assistance for a couple of weeks at least.

 

Do you know if it save log files somewhere -- either for the installation or for the OCR process?  That would be helpful.

 

Thanks.

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Mar 23, 2020 0
Contributor ,
Mar 23, 2020

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Do these steps:

 

1. Close all Adobe and Creative Cloud processes in Task Manager

 

2. Uninstall Adobe Acrobat and Creative cloud.

 

3. Go to C:\Program Files and delete Adobe Folder if its still there.

 

4. Go to C:\Program Files\Common Files and delete Adobe Folder if its still there.

 

5. Go to C:\Program Files (x86) and delete Adobe Folder if its still there.

 

6. Go to C:\Program Files (x86)\Common Files and delete Adobe Folder if its still there.

 

7. Enable hidden files https://support.microsoft.com/en-in/help/4028316/windows-view-hidden-files-and-folders-in-windows-10

 

8. Go to C:\ProgramData and delete Adobe Folder if its still there.

 

9. Go to C:\Users\Username\AppData and delete all Adobe folders in Local, LocalLow and Roaming

 

10. Empty Recycle Bin

 

11. Reinstall Acrobat and try again. 

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Mar 23, 2020 0
Community Beginner ,
Mar 24, 2020

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I had high hopes for your solutions since I hadn't (and probably never would have) thought of deleting Adobe folders in that many locations, but even after all that, I get the exact same error message.

 

In searching for solutions, basically the same issue seems to exist through many different versions.  Why can't Adobe fix the installation so this doesn't happen?  It is so frustrating, especially given that it used to work fine on the same machine and nothing else seems to have changed.

 

I appreciate your suggestion -- I really thought that was going to fix it.  Thanks for trying.

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Mar 24, 2020 0
Contributor ,
Mar 24, 2020

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I understand, I also hoped it would fix it. Could you please go to Control Panel/Programs and Features and check if any other OCR software is installed? If yes, then uninstall it. 

 

If not then try this. Use DISM and SFC to fix corrupted dll files in windows:

https://support.microsoft.com/en-in/help/929833/use-the-system-file-checker-tool-to-repair-missing-o...

 

Let me know how it goes. 

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Mar 24, 2020 0
Adobe Employee ,
Mar 25, 2020

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Hi there,

 

we are sorry to hear that.  As the issue still persists even after updating the application to the new version.

 

Please try the troubleshooting steps provided in the help article (https://helpx.adobe.com/in/acrobat/kb/acrobat-could-access-recognition-service.html

 

If it still doesn't work, please create a new test user profile with full admin rights or enable the root account in Mac (https://support.apple.com/en-in/HT204012) and try using the application there and check.

 

Regards

Amal

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Mar 25, 2020 0
New Here ,
Mar 25, 2020

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I'm having this issue with adobe acrobat pro dc on windows. Any advice on that?

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Mar 25, 2020 0
Community Beginner ,
Mar 25, 2020

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No other scanner software is, or ever has been, installed.  I've been using Acrobat for this task since version 7, spanning a few different computers.  I've had my share of issues with it over the years, but none as stubborn as this one.

 

I ran DISM (which took forever) and SFC.  No errors where found.  All the other software installed runs fine.

 

Still no luck.  I started searching the registry between my last uninstall/reinstall attempt.  Found some "Acrobat 2015" keys and removed them (after backing them up).  That didn't help, but the next time I might search for references to PaperCapture. I figure that somewhere on the computer, there has to be something pointing to the wrong place for the ini or dll files.

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Mar 25, 2020 0
Community Beginner ,
Mar 25, 2020

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Amal,

 

As I mentioned in my first post, I've tried the steps in the knowledge base article many times, and continue to try it ever each reinstall that fails to fix the problem.  That seems to be Adobe's answer for this issue going back a few versions, so the advice is easy to find.

 

Rather than just publishing "workarounds" for the problem, I wish Adobe would just fix it (that is one of the purposes of a "continuous release" after all.  That way, repair installations would serve there purpose and fix the problem.  The value of the time spent trying to correct this issue dwarfs the cost of the software at this point.

 

Thanks.

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Mar 25, 2020 0
Community Beginner ,
Mar 26, 2020

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Just an update.  I tried uninstalling using Revouninstaller portable in advanced mode.  While it found a bunch of files and registry entries that the standard uninstaller missed, after reinstalling the Creative Cloud and Acrobat Standard DC once again (I've lost count of how many times I have done this now), the issue still remains.  Not a big Adobe fan right now.

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Mar 26, 2020 0
Contributor ,
Mar 26, 2020

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This is bit complex but since you don't have access to a other profiles, try installing a VM and run the application inside it. See if you get the same error. 

https://lifehacker.com/how-to-set-up-a-virtual-machine-for-free-1828969527

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Mar 26, 2020 0
Community Beginner ,
Mar 27, 2020

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I finally got the problem solved.  While I was waiting for feedback on how our software licenses worked with VMs, I decided to try on more route. I'm sure this wasn't the most efficient route to the solution and a lot of the step probably were not even necessary, but I wanted to post it in case it could benefit someone else searching for the same solution.

First, I started out by searching my hard drive for some of the files that were in the PaperCapture folder (under plugins). It found almost all of them in C:\Windows\Installer\$PatchCache$\Managed\68AB67CA3301FFFF7706C0F070E41400.  I deleted the folder and searched the registry for "68AB67CA3301FFFF7706C0F070E41400" and deleted every item that it found. The above search also found outdated copies of idrskrn15.dll, idrsocr15.dll and idrsprepro15.dll in the Windows SysWOW64 and System32 directories.  I overwrote these with the current versions found in the Adobe folder under Program Files.

My intent was to try a repair installation at this point, but I apparently wiped out the files it used, so it failed.  The standard uninstall also failed, so I turned again to RevoUninstaller Portable (free) once again in advanced mode.  After that was done, I reinstalled Acrobat DC once again (to save time, I skipped reinstalling Creative Cloud this time).  It finished, but OCR was still failing, so I tried using MS Process Monitor to watch Adobe.exe while I was trying to run OCR and noticed a "NAME NOT FOUND" error for C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\idrskrn.dll.  I copied the 9 "idrs" dll files from the Paper Capture plugin folder to that folder (just like I'd done a couple dozen times before), tried again, and it FINALLY ran text recognition correctly.

Like I said, I'm not sure what combination of the above made copying the dll files over finally work, but hopefully someone smarter than I can figure it out. Now I just have to cross my fingers that Adobe's next update doesn't break it again.

Props and thanks to ProlificUser whose advice got me on the right path.

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Mar 27, 2020 0
Contributor ,
Mar 27, 2020

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That was some outstanding research work. I will make sure to refer to this post in case someone else has this issue. 

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Mar 27, 2020 0
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Mar 27, 2020

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That was some outstanding research work. I will make sure to refer to this post if someone else has this issue. 

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Mar 27, 2020 0
Adobe Employee ,
Mar 31, 2020

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Hi there, 

 

We are glad to hear that the issue got fixed.

 

Feel free to contact us for any assistance required in the future.

 

Regards

Amal

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Mar 31, 2020 0
New Here ,
Apr 27, 2020

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Amal:

Since many people are paying for the service why is there not an update to correct the problem?

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Apr 27, 2020 0
Contributor ,
Mar 18, 2020

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Like Amal mentioned above, it maybe an User Profile issue. Try creating a test user profile with full administrator rights and then try in that user account. 

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Mar 18, 2020 1
New Here ,
May 12, 2020

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Hi all,

after experiencing the same error on a fresh install of Acrobat Pro 2017 and reading all the explanations and "Trial and Error" solutions, I digged a little deeper...

 

My results:

Acrobat is searching the files (idrsasian215.dll, idrskrn15.dll, idrslex15, idrsocr15.dll, idrsprepro15.dll) in the wrong location (C:\Program Files (x86)\Adobe\< Adobe product e.g. 'Acrobat 2017'>\Acrobat\plug_ins) and this is presumably a software bug!

It then continues to search for the files like everywhere, one of it, it found in my HP printer directories, but finally Acrobat fails.

There are registry entries for some of the needed&searched for files, pointing to the correct location of the dll files, but they seem to be ignored (Acrobat never looks there).

You can check for yourself using a tool like Process Monitor provided by Microsoft for free. You should set the filter to

"Path begins with C:\Program Files (x86)\Adobe\< Adobe product e.g. 'Acrobat 2017'>\Acrobat\plug_ins"

and monitor the "File Access" only (the icon with the magnifying glass), otherwise you really get a lot of log entries.

You will find something like this (second entry, first is just for comparison):

11:43:10,0464469	Acrobat.exe	8376	CloseFile	C:\Program Files (x86)\Adobe\Acrobat 2017\Acrobat\plug_ins\PaperCapture\OCRLibraryInf.dll	SUCCESS	
11:43:10,0467578	Acrobat.exe	8376	CreateFile	C:\Program Files (x86)\Adobe\Acrobat 2017\Acrobat\idrskrn15.dll	NAME NOT FOUND	Desired Access: Read Attributes, Disposition: Open, Options: Open Reparse Point, Attributes: n/a, ShareMode: Read, Write, Delete, AllocationSize: n/a

After copying all the "not found dll files" from their correct loaction to the "wrong", but used location, your Acrobat will work (at least in my case ;-).
Be aware that the problem is, that Acrobat (if there will ever be an update for the not cloud Acrobat version - they are not so in favor these days), will most likely update the files in the wrong place :-D.
Maybe you can get around by making hardlinks to the files in the original place (yes, Windows can also do this), but most likely this will break the Adobe update process (this "update process", which drove me crazy with my previous Acrobat XI version).

 

Kind regards

 Tom

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May 12, 2020 1
Community Beginner ,
May 26, 2020

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Tom's recommendation for setting the path filter in Process Monitor is a great tip, and helps to narrow things down a lot faster.

Unfortunately, he is also correct to beware of updates.  After my previous solution, everything ran great for about two months, then the OCR stopped working and the error reappeared.  Since I hadn't updated or installed any other softwere since the previous fix, I immediately suspected Abobe DC updates.  Sure enough,  the 9 "idrs" dll files from the Paper Capture plugin folder were newer than those I had copied before to the Program Files (x86)\Adobe\Acrobat DC\Acrobat folder.  After copying these once again, OCR began functioning.

 

Prior to this, I did check for updates and ran a "Repair Installation" in Acrobat with no luck.  While researching the issue, I found that it seems to have existed for at least the past few versions.  Over all these years, I am amazed that Adobe hasn't fixed the core issue -- they have just posted an overly simple "work around" that was insuffient in my case.  I expect better.

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May 26, 2020 1
Community Beginner ,
Aug 25, 2020

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Same problem after clean install of most recent Acrobat Pro DC  v2020.012.20043 on Windows 10-Pro.  I copied all the irds*.dll files from C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\PaperCapture\iDRS15  into C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\ 

 

And it just worked.  Thank you SO much.   Adobe should fix this.

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New Here ,
Sep 17, 2020

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Thanks to all here for, albeit temporary, solutions to this problem.  You all saved my hieny today. I appreciate you all but have to say pretty sick of having to spend an inordinate amount of time to fix a recurring problem that Adobe can't or won't fix.  Even using Adobe's help/fix requires me to uninstall, reinstall, and move files around (that are re-entered in the wrong place again as soon as there's an update) and repair their damage.  Searching for a new PDF editor that doesn't charge me to continually fix their problems. 

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Sep 17, 2020 0