1 Reply Latest reply on Feb 7, 2018 6:52 AM by AnandSri

    ACROBAT PRO 2017 IN WIN 7 Pro - CRASHES WHEN SCAN SETTINGS ARE CHANGED

    dkbrowncpa Level 1

      Acrobat Pro 2017 crashes after I complete the scan every time I change  the scan settings.

      The computer uses WIN 7 Professional (Build 7601: Service Pack 1)

      Need workaround help or a software fix.

        • 1. Re: ACROBAT PRO 2017 IN WIN 7 Pro - CRASHES WHEN SCAN SETTINGS ARE CHANGED
          AnandSri Adobe Employee (Admin)

          Hello dkbrowncpa

           

          We apologize for the inconvenience caused, as per the description above, Acrobat Pro 2017 is crashing while scanning any PDF file on Windows 7 machine, Is that correct?

           

          Please check for any pending updates of Acrobat from Help>Check for updates, Reboot the machine after the installation of updates. Try repairing the installation files in Acrobat from Help>Repair installation. Reboot the machine.

           

           

          You can also reset the preferences of Acrobat, to reset the preferences, refer to How to reset Acrobat Preference settings to default.  Link: https://forums.adobe.com/docs/DOC-8511

           

          Check for the latest updates of the scanner and install it.

           

          You may also refer to Troubleshooting tips for scanner issues when using Acrobat Link: Troubleshooting tips for scanner issues when using Acrobat

           

           

          If the issue persists, please share the following details:

           

          •     Dot version of Acrobat Pro installed, to identify refer to Identify the product and its version for Acrobat and Reader DC
          •     The version of Windows installed.
          •     Make and model of Scanner installed.
          •     Crash Logs.

           

          To get the Crash logs, please refer to the following steps:

           

          - Do the steps you are using for scan

          - When Acrobat crash, open Task manager

          - Select Acrobat application

          - Right click on Acrobat process and click create dump file

           

           

          Please share this file using Adobe send:

           

          Launch your Application

           

          Switch to Toll Center view and Open Send & Track

          Click on “Select Files to Send”

          A dialog will open from where you can choose the file/s you want to share

          The workflow page will appear with the file/s to be shared prepopulated

           

          Click on Create Link

           

          Your Local files will be uploaded to the Document Cloud and a Public Link will be generated

           

          Share the link with us to send us the Crash Dumps.

           

          Let us know our findings.

           

          Regards,

          Anand Sri.

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