Acrobat Pro XI crashes during scan
A patch is urgently needed for Adobe Acrobat Pro XI and DC to overcome Windows' misbehavior vs. Acrobat after the latest update. Acrobat crashes during scan under Windows 10 latest update, often when one scans the first page, but sometimes only after one page or maximum two. I verified that by installing a fresh Windows 10 Enterprise, checked that Acrobat works; then Windows 10 was updated to the latest version and Acrobat scan stopped working on TWO different computers.
We are glad to hear that the issue is resolved. Please get back to us if you face any other issue.
I continue to have the same problem. Both Acrobat Pro DC and Windows 10 are fully updated. The scan to pdf appears to work great, and the scanned image appears in Acrobat, but then the program crashes before the pdf can be saved.
The issue seems to have been resolved after the latest Windows update. Acrobat XI no longer crashes. Hopefully, this will hold.
Also please share the Acrobat build number for Acrobat XI for which the logs were shared earlier.
We have prioritized the issue and analyzed the logs for Acrobat XI, for further investigation in the bug we will need the DC Pro logs.
Please provide the same asap.
Itamar Evenzohar commented
Any chance to solve this issue? I recently verified that this is a general failure after I made a fresh installation of Windows 10 Enterprise, checked Acrobat Pro and it worked perfectly well. In due course, Windows was upgraded to 1703, and immediately Acrobat started crashing during scanning. Please provide us asap with a patch to make it possible to go on using Acrobat! I am now doing part of my work with other programs.
Any news about the investigation of the bug?
PS. My other scanner is HP Scanjet 8270 Document Flatbed & ADF Scanner.
PS2. Re Windows & Adobe: Please remember that Windows 10 latest version tries to force you to use Edge instead of Acrobat as PDF reader. (Itamar)
Thanks for quick reply. I can confirm that nothing is wrong with the scanner. I can very well scan with all sorts of other applications, such as Adobe Photoshop Elements, Abbyy FR14 (a great competitor! take notice!), and the scanner's own native interface. I use two scanners:  Canon Lide 220, and  HP scanner flatbed&ADF (I don;t remember model number, perhaps 2785 or 2875). None of the applications has got the useful Acrobat interface and features (though Abbyy comes close), and since I do a lot of document handling with Acrobat, it gets awkward to scan with other applications, then import to Acrobat. The error (I suspect a deliberate one) is on the side of Windows, because, as I described, it does NOT happen of you install W10's original version.
Thanks For quick reply.
We have logged a bug for this. There is a possibility the error could be on Windows side or scanner side. Could you please try to scan with other applications(E.g., Word etc) and share the status?
Thank you for your reply.
I have uploaded the dump file. The link is:
My Adobe Acrobat version is XI Pro, version 11.0.22. I have also tested the same on Acrobat DC, which I installed as a trial version (I was thinking of upgrading, but in view of the fact that DC crashes as well, I reverted to XI).
Windows 10 Enterprise, Windows 10 Version 1703 for x64-based Systems (KB4034674).
Also tested on computer with Windows 10 Home.
Hope this helps. Waiting for an urgently needed patch!
Thanks for bringing the issue to our notice. Could you please share the Acrobat build version, Windows latest installed seed version and crash dump with us. This will really help us in pin pointing to the root cause of the issue you are facing.
To create logs please follow these steps.
1. Retry the scenario where Acrobat crashes
2. Do not close the pop-up when Acrobat crash
3. Open Task manager
4. Right click on “Acrobat.exe *32” process and select ‘Create Dump file’
5. It will create a log file in temp folder. (Path will be displayed on pop-up comes when logs
created). You can also check this under
a. Open Run process (Win+R)
b. Type %temp%
c. Logs file will be available here with name Acrobat.DMP
Steps to share the file using Adobe send
Share the file using https://cloud.acrobat.com/send
a. Open this link
b. Click on “Select files to Send”
c. Click link "Select file from my computer" and Select the file
d. Click on Create link
e. Share this link