Adobe Acrobat Pro DC Crashes when scanning to PDF
I recently began deploying Acrobat Pro DC to my clients and it seems to work fine except for some users that use desktop scanners to scan to create PDFs. Every time they go to create a new PDF from a scanner Acrobat Pro DC crashes with an error in the scan.api.
Here are a couple examples of the event logs on the errors.
Example 1:
Log Name: Application
Source: Application Error
Date: 5/29/2015 9:23:37 AM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: XXXXXX
Description:
Faulting application name: Acrobat.exe, version: 15.7.20033.2203, time stamp: 0x5507d874
Faulting module name: Scan.api_unloaded, version: 0.0.0.0, time stamp: 0x5507d6b0
Exception code: 0xc0000005
Fault offset: 0x6f6bf51c
Faulting process id: 0x37c
Faulting application start time: 0x01d09a1aedd3f58e
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe
Faulting module path: Scan.api
Report Id: 4b72d3f5-060e-11e5-ae15-0021706a76bf
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2015-05-29T14:23:37.000000000Z" />
<EventRecordID>267847</EventRecordID>
<Channel>Application</Channel>
<Computer>XXXXX</Computer>
<Security />
</System>
<EventData>
<Data>Acrobat.exe</Data>
<Data>15.7.20033.2203</Data>
<Data>5507d874</Data>
<Data>Scan.api_unloaded</Data>
<Data>0.0.0.0</Data>
<Data>5507d6b0</Data>
<Data>c0000005</Data>
<Data>6f6bf51c</Data>
<Data>37c</Data>
<Data>01d09a1aedd3f58e</Data>
<Data>C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe</Data>
<Data>Scan.api</Data>
<Data>4b72d3f5-060e-11e5-ae15-0021706a76bf</Data>
</EventData>
</Event>
Example 2:
Log Name: Application
Source: Application Error
Date: 5/29/2015 9:17:03 AM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: XXXX
Description:
Faulting application name: Acrobat.exe, version: 15.7.20033.2203, time stamp: 0x5507d874
Faulting module name: MSVCR100.dll, version: 10.0.40219.325, time stamp: 0x4df2be1e
Exception code: 0xc0000005
Fault offset: 0x00001ed7
Faulting process id: 0x1450
Faulting application start time: 0x01d09a19ef6e7ac3
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe
Faulting module path: C:\Windows\system32\MSVCR100.dll
Report Id: 60169833-060d-11e5-ae15-0021706a76bf
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2015-05-29T14:17:03.000000000Z" />
<EventRecordID>267809</EventRecordID>
<Channel>Application</Channel>
<Computer>XXXXX</Computer>
<Security />
</System>
<EventData>
<Data>Acrobat.exe</Data>
<Data>15.7.20033.2203</Data>
<Data>5507d874</Data>
<Data>MSVCR100.dll</Data>
<Data>10.0.40219.325</Data>
<Data>4df2be1e</Data>
<Data>c0000005</Data>
<Data>00001ed7</Data>
<Data>1450</Data>
<Data>01d09a19ef6e7ac3</Data>
<Data>C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe</Data>
<Data>C:\Windows\system32\MSVCR100.dll</Data>
<Data>60169833-060d-11e5-ae15-0021706a76bf</Data>
</EventData>
</Event>
There may be more with other codes and such but the result is the same.
I have uninstalled and reinstalled the scanner using the latest drivers. I have also tried repairing Acrobat and uninstalling that and reinstalling it. The main desktop scanner we use is a Fujitsu Fi-6130Z but we have other small models too from HP but they all seem to crash. It sounds like an issue with Acrobat DC but I cannot seem to fix it.
-
Have you tried asking in the Adobe Forums? It does indeed sound like an Adobe bug, but it would help to know what version of Adobe (exactly), what operating system you are running on, whether the machine spec meets Adobe requirements, whether any prerequisites for the Adobe install are fully up to date, and whether the drivers for your PC hardware are also at the latest level. - EdT 8 years ago
-
Yes I posted this exact thing on the Adobe Forums. I just find their responses are slow and often not very useful. - bwilkerson 8 years ago
Answers (2)
Second, nobody could possibly know the myriad of permutations which are present on your workstations. For example, we don't know if this is Windows 7, 8, 8.1, whether it's 32-bit, 64-bit, etc., etc. In these situations, there is only one realistic course of action: use ProcMon. It will tell you *exactly* what the OS and app are doing. The problem you're going to have in this situation is deciding what to filter out of ProcMon's output but, frankly, without it, everything else is guesswork.
