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Acrobat for Windows and Mac: Scanning and OCR

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Bug:Acrobat aborts when I do File -> Create -> PDF from scanner

How to invoke crash: Open Acrobat. Select File -> Create -> PDF from scanner. Select "HP Office Pro 8740 TWAIN". Let it scan 2 pages from the document feeder. After the second page has been scanned I get messages "optimizing", "converting to searchable image exact", "optimizing" and then error dialogue "Adobe Acrobat DC has stopped working".

How to avoid: Open Acrobat. Select Tools -> Create PDF -> Scanner. Select "HP Office Pro 8740 TWAIN". Let it scan 2 pages from the document feeder. Once I have scanned via the Tools menu path, I can scan successfully using the File menu path that failed initially as long as Acrobat is still open. I noted that the "Create" option under the File menu no longer showed the text "Create", just the icon. It did let me pick from he sub options.

Created case 0189335790 (https://accounts.adobe.com/support/cases/0189335790). Rep was not able to repeat and closed case. Rep tried using "Tools -> Create PDF" first. I was not aware it was sensitive to the menu path at the time.

Acrobat Pro DC 2017.12.20098, Windows 7 Home (64-bit), and an HP 7740 on Ethernet.

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  • AdminLovekesh garg (Admin, Adobe) commented  ·   ·  Report

    Hi,

    Sorry for the issue you are facing. Can you please share the following details to help us understand and resolve the issue ASAP:
    - Issue comes every time you scan from File path
    - Crash logs(you can use https://cloud.acrobat.com/send to share the file)

    Steps to create the crash logs:
    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
    Open Run process (Win+R)
    Type %temp%
    Logs file will be available here with name "Acrobat.DMP" or "Acrobat(n).DMP" if there are other Acrobat dumps exist.

    -Lovekesh