Scan to PDF using Adobe Acrobat Pro DC on Mac with Catalina - getting error messages - how to fix

Report · Apr 10, 2020

Please advise on how I can Scan to PDF a paper document directly from my Canon printer using Adobe Acrobat ProDC on my MacBook with the Catalina operating system on it. I'm unable to scan directly through Adobe's Scan & OCR Tool. Adobe crashes nearly every time I try it.

I have a MacBook Pro from 2014 using MacOs Catalina 10.15.3. I have the Adobe Acrobat Pro DC program Version 2019.021.20058. I have a Canon 4010 series printer.

Whenever I try to scan a document through Adobe Acrobat ProDC Scan & OCR Tool and I choose "Prompt to Scan More Pages", I get the following error messages: "failed to open a session on the device (~9921)" and sometimes also the error message: "Scanner in use by another application." However, the error messages then disappear and the scanner page opens up, however without the "combine into single document" option. In addition, the scanner function will suddenly quit unexpectedly and I have to start over. Basically, I'm unable to scan directly from Adobe.

I can scan to PDF through my printer app on my laptop, however this function saves the scanned documents as a large file PDF, whereas when I'm able to scan directly from the Adobe app, I can save the files as much smaller size PDFs. I prefer to scan to smaller size PDFs.

Please advise on how I can scan to PDF a multi page document on my printer flatbed using the Adobe Acrobat ProDC program on my MacBook with the Catalina operating system on it without the Adobe program crashing.

Report · Apr 11, 2020

Hi,

Please refer to the Adobe Acrobat Pro DC release notes in the following link:

https://helpx.adobe.com/acrobat/release-note/release-notes-acrobat-reader.html

I would strongly suggest to manually apply the missing updates as the first troubleshooting step and also manually enforce updates in your macOS : https://support.apple.com/guide/mac-help/set-up-a-scanner-to-use-with-mac-mh28039/mac and here https://support.apple.com/guide/mac-help/solve-scanning-problems-on-mac-mh30812/mac

I am stressing this because because you may want to look into TWAIN and Image Capture (ICA) support for your Canon printer and it seems to be different type of scanning driver support between macOS and MS Windows. If this was working before and all of sudden is not, see here: https://helpx.adobe.com/acrobat/using/scan-documents-pdf.html Then refer to the Canon printers support website to grab the latest full-software installation package for your Canon printer: https://www.usa.canon.com/internet/portal/us/home/support/product-finder/support-printers

When you search for the latest drivers, also download and install the firmware update for your printer (if available for your OS).

Report · Apr 15, 2020

Hi Diklab

Have you tried the suggestions provided? If you are still experiencing the issue please update the thread so we can look into it and assist you further.

Regards

Amal

Report · May 20, 2020

Hi there

A new update for Adobe Acrobat/Reader DC is now available v20.009.20063. Please update the application to the new version. Go to Help > Check for Updates. You may also download the patch manually from the link (https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html)and see if that helps.

Let us know how it goes

Regards

Amal

Report · May 21, 2020

Hi, Just checking if you were able to resolve the issue by applying updates as Amal suggested. And just today another update was released addressing additional issues:

https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

Report · Sep 06, 2023

Hi, I often get this error message and it is often due to my clearing the previous scanning area before doing a new overview instead of leaving it and resetting the area once I have a new image. It does it in Elements now and it used to in my Photoshop 6.
One way to clear it is to make sure your computer/device is switched on before your printer! I know stranger things, but I always think of it as c comes before p! So if I switch off the printer and then switch it on again - the old answer to everything IT, it will work now. Pain isn't it!

Report · Sep 13, 2023

Hi @Delyse

Hope you are doing well.

What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 23.06.20320 installed. Go to Help > Check for updates and reboot the computer once.

Also try to repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau... and see if that works.

~Amal