Copy link to clipboard
Copied
My brother's printer/scanner up until 2 days ago let me scan into Adobe PRO.
I made no changes and now I get an error - Failed to connect to the device. then error TW5-101-0x0
Followed by: Either the scanner driver is not installed or the scanner is not connected
Any suggestions would be greatly appreciated.
Copy link to clipboard
Copied
Hi Barry
Hope you are doing well and sorry for the trouble. As described you are getting the error ''scanner can not be found''when using Adobe Acrobat Pro
Would you mind sharing the version of the Adobe Acrobat Pro you are using? To check the version go to Help > About Acrobat and make sure you have the latest version installed. Go to Help > About Acrobat . For more information about the new version please check the help page: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html
Also verify that the scanner works properly by scanning into another application (for example, Microsoft Word) using the same settings that failed with Acrobat and check for any missing/pending update for scanner driver and firm ware and see if that helps.
Also please try the troubleshooting steps suggested in the help page: https://helpx.adobe.com/acrobat/kb/troubleshoot-scanner-issues-acrobat.html and see if that helps
Regards
Amal
Copy link to clipboard
Copied
Copy link to clipboard
Copied
Hi there
We are sorry to hear that.
Have you tried the troubleshooting steps provided in the help page shared earlier?
Please try to create a new test user profiel with full admin rights or enable the root account in Mac and try using the application there. You may also try to remove the scanner driver and frimware and reboot the computer once and reinstall the scanner driver/firmware and check.
Regards
Amal