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grzegorzp4402438
Participating Frequently
July 9, 2018
Question

Scanning to Acrobat Pro stopped working

  • July 9, 2018
  • 5 replies
  • 5307 views

After Windows 10 update I can't scan into Acrobat Pro anymore.

Acrobat Pro DC version 2018.011.20040 (updated)

Windows 10 Enterprise 1803 17134.137 (updated)

scanner: Samsung CLX-6260 - working fine with other applications

error message in Acrobat: "Error during scan. Please restart the program...."

Reboot, unplugging did not help.

Cleaning Acrobat preferences did not help.

Please advice.

This topic has been closed for replies.

5 replies

G
grzegorzp4402438Author
Participating Frequently
September 30, 2018

update:

installing latest Adobe Acrobat DC update (my current version is 18.011.20063) did not help - scanning still does not work

B
brianv94458551
Inspiring
September 5, 2018

Update on Resolution for My Issue:

Windows update installed two updates KB4346080 and KB4343894 on 9/4/18.

Nothing else was changed on the system configuration or software and Acrobat 11 Standard now recognizes my scanner drivers.  So the issue seems to be fixed for me.

I am not sure if this will fix other Acrobate versions or Windows operating systems but some recent windows updates from 9/4/18 were installed and today my Acrobate scanning drivers work again.  Hopefully, others will get fixed.  The scanner troubleshooting page from Adobe was not helpful with this issue.

Z
zelidah69840759
New Participant
September 5, 2018

Those two updates seemed to have resolved the issue in our environment as well for the multiple version of Adobe Acrobat (X and DC) that we have.

B
brianv94458551
Inspiring
August 30, 2018

Hello,

We have the same thing with Acrobat 11.0.23 running windows 7.  Nothing in the Adobe scanner troubleshooting steps has worked.  I posted about this a few days ago about my issue and it is totally crickets from Adobe.  The scanning feature for Acrobat is 50% of the use and the other 50% is converting microsoft office files into pdfs and editing pdfs.

Z
zelidah69840759
New Participant
August 30, 2018

Hello,

I work for local government and we have several users who are experiencing the exact same thing. However, we have a Windows 7 environment. We have tried the same steps as grzegorzp4402438 and also attempted to remove the Windows security patches that have been installed dating back to May of 2018. The users are still unable to scan directly into Adobe, but the scanner does work in other applications and is seen by Windows.

Meenakshi Negi
Community Manager
Meenakshi NegiCommunity Manager
Community Manager
July 12, 2018

Hi Grzegorzp,

As the application stopped working, please try the troubleshooting steps provided here Resolve Acrobat DC intermittent crashes on Windows.

Also, make sure that the application is updated to the latest version.

Check if that resolves the issue.

If the issue still persists, try once to remove the application using the cleaner tool Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs.

Then reboot the machine and re-install the application from here Download and install Acrobat DC subscription.

Hope that helps.

Let us know if you still experience the issue.

Regards,

Meenakshi

G
grzegorzp4402438Author
Participating Frequently
July 12, 2018

All done: software updated, preferences removed, Acrobat removed completely using cleaner application provided, fresh installation from Creative Cloud.

It still does not work.

Only difference is that now I'm getting error message also when selecting the scanner from the list - before clicking scan.

Scanner is working fine in all other applications.

Meenakshi Negi
Community Manager
Meenakshi NegiCommunity Manager
Community Manager
July 18, 2018

Hi Grzegorzp,

Sorry for the delay in response.

As mentioned in the error message did you try to restart the machine?

It is always suggested to reboot the machine once you update the software.

If you have already updated the application to the latest version, try to reboot the device.

Then try to scan the document. Check if you still get the error.

Let us know how it goes.

Regards,

Meenakshi

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