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Question

Acrobat XI won't recognize scanner

Forum|Forum|12 years ago
November 24, 2013
6 replies
58521 views

I installed Acrobat XI replacing Acrobat 9 and the program won't recognize my scanner.

Setup: Windows 7 x64, Canon MG6120

All other programs, to include Photoshop, work fine with the scanner. The scanner works in other user profiles (for Acrobat XI) on the computer, but not in my main profile. The scanner is on the list of devices for Acrobat XI, but when asked to scan, the program cannot find the scanner. If I attempt a failed scan, on logout from the user profile I get an error associated with LogTransport2.exe. This error only occurs when Acrobat XI attempts a scan an fails.

I have tried deleting all local app data for Acrobat in the user profile, uninstalled and reinstalled the printer but nothing seems to work. I believe it is a configuration error in the specific user profile, but I cannot find out were the information is stored.

Thanks,

This topic has been closed for replies.

H

Heatonmax

Participant

This works. Finally. Go to registry editor by left clicking the windows start icon and entering RUN in the search box. Then click Run Desktop app. Enter regedit in the Open box. Follow the directory tree below and delete the file "z:\\$IMPORT$DS$ROOT$\\{6BDD1FC6-810F-11D0-BEC7-08002BE2092F}\\0000"

[HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\TWAIN]

"Default Source"="z:\\$IMPORT$DS$ROOT$\\{6BDD1FC6-810F-11D0-BEC7-08002BE2092F}\\0000"

I removed the default source entry and that corrected the problem.

Mr_Wolf_to

Participant

Hi, I know this is a very old thread; however, I had a similar problem and perhaps I found a solution and I want to share.

Some months ago, I installed my scanner, Canon LiDE 25, in my new notebook with Windows 10. I could scan with every program, except Acrobat 9. The only solution that worked was the one posted here, that is, to open Acrobat as Administrator.

However, after the infamous Fall Update, I couldn't scan with any program, getting the error "Unable to select TWAIN source".

The solution I found is to go to Control Panel -> System -> Advanced -> Environment Variables and add:

;C:\WINDOWS\twain_32\CNQLXX\

to the variable Path.

XX is the number of the scanner and please note the semicolon ; at the beginning, to separate from the other entries.

Automagically, the scanner started to work again with any program, Acrobat included!

Hope this helps.

S

SWEET DEALS PDX

Participant

Whatdo you mean "XX is the number of the scanner"?

C

Clay Crowell

Participating Frequently

Had the same problem with my Epson. Deleting the registry key did the job. Thanks. That was frustrating me.

J

Jean5EA3

Participant

Hello.

For your information I found another entry in the Registry that I deleted and I was able to choose a new scanner.

This is the tDevice key:

[HKEY_CURRENT_USER \ Software \ Adobe \ Adobe Acrobat \ 11.0 \ Scan]

"tDevice" = "HP Color LaserJet Pro M478f-9f TW"

Once deleted, I did a scan and Acrobat asked me to choose a scanner.

Hope this information can be of use to you as well.

W

WC Boy

Participant

Believe it or not, your question helped me with my problem. Just got my first Epson printer and could not get it to work with Adobe Pro XI. Your comment about "list of devices" made me look for that, and update my preferences.

Thank you.

Epson was clueless when I called them.

R

ragamuffin101

Participant

Has anyone besides myself noticed a connection to having a working internet connection? I have the same problem, which started about November 2013. Is it a coincidence that I received a message from Adobe in October 2013 that I needed to change my password because they had noticed an attempt to gain access to my account? At the time, the message indicated "We recently discovered that an attacker illegally entered our network and may have obtained access to your Adobe ID and encrypted password. We currently have no indication that there has been unauthorized activity on your account. " Maybe the "unnoticed" activity was to change something to gather information via your scanning being passed on to another account?

Here's what I have noticed only recently: whenever my internet connection goes down or is interrupted (a frequent problem with my AT&T broadband) my Acrobat Pro 9.5.5 gives the message: "Cannot communicate with the scanner. Make sure the scanner is on, correctly setup, and connected with no errors indicated. For detailed inforation, see Solving Problems in the User's Guide." This is always followed by: "Error while interracting with the scanner. the selected scanner was not found."

To test this theory, I have successfully used the scanner and before allowing a second pass, unplugged my internet connection. (I've tried this several times) If I unplug after a scan has started (mid-scan) it locks up Acrobat completely. Even if I plug it back, I have to close Acrobat and reopen it. If I complete scan and then unplug it, it will refuse to make another pass, again giving the error message above. If I plug it back, I am once again able to scan.

I'm running Windows 7, 64-bit with Acrobat 9.5.5

There should be no reason why having an internet connection would affect scanning, but after several tests as I've described, I am convinced it has a definite corelation to the problem. Could it be that when others' scanning stopped and then "miraculously" began again, that there was a temporary loss of internet during your scanning failure, and a working connection when it suddenly worked again?

It seems that someone has found a way to corrupt Acrobat files to gather information from your scans.

A

Anonymous

[HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\TWAIN]

"Default Source"="z:\\$IMPORT$DS$ROOT$\\{6BDD1FC6-810F-11D0-BEC7-08002BE2092F}\\0000"

I removed the default source entry and that corrected the problem.

A

Anonymous

Dear AAdobe Sol,

Does your suggestion only work when there is no Internet connection or will it also work with my problem? My Adobe Acrobat Pro will only recognize my scanner when I am logged into my administrative account. Adobe really needs to step up to the plate and fix the same problem that has existed through versions IX, X and XI.

J

joesuttle

Participant

Found it! After reading all these replies and still no answer, was about ready to get angry. The Canon MG6220 worked with all my other apps, but not XI. So I went to the "Custom Scan" window and changed the option from "Hide Scanner's Native..." to "Show Scanner's...". Went back, and just said do a scan, and it worked. Will recreate some of my profiles (Black and White, etc. to get the contrast and brightness the way I like it. But XI now works with my Canon!

B

BlackCoffeeAuthor

Participating Frequently

Tried this and still no help. I tried every possible setting before and nothing seem to work. I did a scan yesterday by logging into another account and saving the document in public. It is strange to see something so account and application specific.

Acrobat pro seems to be a different beast. The last few days I have been getting an update notice for 11.0.5. However, it is not coming from the Cloud App, it is coming directly from Adobe Update. The update fails on install. When I open Acrobat and check the info, it shows that version 11.0.5 is installed. In the Cloud app, it shows Acrobat pro is up to date.

Thanks for your info...

A

Anonymous

Try logging into your administrative account and see if Adobe Acrobat Pro will communicate with your scanner.

If Adobe Acrobat Pro will communicate with your scanner from the Administrator Account but will not communicate from any other user account. Log in to the account you prefer and perform the following. Adobe says it is not

a bug in Adobe Acrobat Pro, but a Microsoft user profile problem. I disagree because all my programs work except for Adobe Acrobat Pro.

1. Make sure that you have a password for your administrative user account.

2. Elevate and display The Command Prompt as follows:

Start > All Programs > Accessories > Right Click on Command Prompt > Right Click on Run as administrator>

Agree to let program make changes to computer > The command prompt will be open.

The command prompt will display something like; C:\windows\system32

3. Now it's time to run Acrobat Pro as an Administrator. You may have to adjust the following statement to get the correct path to acrobat.exe. Edit the command prompt. Space once after system32 and paste the following and hit enter.

runas/user:administrator "c:\program files (x86)\adobe\acrobat 9.0\acrobat\acrobat.exe"

(do not space after 9.0)

4. Enter the administrator password when asked and hit enter.

5. The program should start.

You may wonder why you didn't just right click on the Acrobat icon on your desktop and run as administrator. The reason is because it doesn't work and this does. I have tested this on Windows 7 Acrobat 9.0 Pro. It's a pain to go through the steps everytime you open Acrobat Pro, but Adobe won't fix this problem. I loaded a trial version of 11.0 and they still haven't fixed the problem so we will just have to use work arounds. I'm not going to hand them another $199 when they refuse to fix the problem that has not been fixed in at least three versions. Another solution is to create a new administrative type user account and move all your data to the new account. No Thank you. Adobe is not on my good list.

E

Elbegewa

Participating Frequently

I have the same problem today too

I have Adobe Acrobat Standard 9.5.5 - it won't recognize my scanner

I've used both Acrobat 9.5.5 and my scanner (Brothers MFC-6490CW) running Windows 7 together for years without problems. On Tues. Nov. 19, 2013 I used Acrobat to successfully scan from it. Starting yesterday Nov. 23, 2013 I get the Acrobat error message "Error while interacting with the scanner: the selected scanner was not found" and when I go to "Configure Presets" the only choice is "Please Select a Device" - no devices are listed. Today I tried reloading drivers, but that didn't help.

Nothing has changed on my computer except that I downloaded and installed Windows and Adobe updates from throughout the past month or so.

I suspect maybe one of the updates caused the problem, so I tried a system restore, but that didn't help.

So ... anyone have any ideas?

B

BlackCoffeeAuthor

Participating Frequently

I did a disk drive search and noticed two things. First, the file that shows an error LogTransport2.exe is an Adobe file and is loaded with every Adobe application. It is not a "common or shared" file. Second, there are about 4 instances of LogTransport2.exe with different dates and different sizes depending on the Adobe application. Since I just switched over from the stand alone creative suite to the cloud, these should be current and clean installations. That may explain why photoshop can scan and Acrobat can't. I might switch in a different LogTransport2.exe file and see if it works. Let you know what I find.

Varinder_Saini

Adobe Employee

Hey what exactly is the error that you are getting related to LogTransport?

Thanks

Varinder

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