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Faulting application acrobat.exe

Forum Index > General Acrobat Topics > Faulting application acrobat.exe
2008-05-01 09:28:36
JBM1982
Registered: Apr 3 2007
Posts: 37

A user has Adobe Acrobat 8 Professional - version 8.1.0.137 and from what details I got from the user, when scanning several hundred pages to PDF before completing the scan--it will hault and prevent her from saving what was already scanned. The program will hang and thus having the user to exit/cancel out of the application and start over again.

I went into the Event viewer and dug up the error messages:
"Faulting application acrobat.exe version 8.1.0.137, faulting module ntdll.dll version 5.1.2600.2180, fault address 0x00011e58"
And another similar error message with the fault address being 0x00010c27.

How can I resolve this for the user? And ideas of where I can start troubleshooting?

I've already checked for updates, ram is 1.5 GB, we are supported by Windows XP Pro SP2.

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2008-05-02 07:02:31
#1
lkassuba
ExpertTeam
Registered: Jun 28 2007
Posts: 3636
Here is a guide with several scanning troubleshooting tips that may help:
http://kb.adobe.com/selfservice/viewContent.do?externalId=325262&sliceId=2

Lori Kassuba is an AUC Expert and Community Manager for AcrobatUsers.com.

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2008-05-05 08:52:00
#2
JBM1982
Registered: Apr 3 2007
Posts: 37
I got more details with the user...and please let me know if there is something else we can look into. The user states that "usually when scanning a lot of large packages is when an error about memory pops up, it usually pops up during the final step of an OCR pass"

Any other suggestions?
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2008-05-05 10:18:54
#3
lkassuba
ExpertTeam
Registered: Jun 28 2007
Posts: 3636
Try changing "Data Transfer Method" under "Scanner Options" from "Memory Mode" to "Native Mode" or visa versa.

Memory mode uses the same data transfer method as previous versions of Acrobat and scans directly to the computers memory. Native mode scans directly to file and is generally considered to be more compatible with a wider variety of scanners.

Lori Kassuba is an AUC Expert and Community Manager for AcrobatUsers.com.

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2008-05-20 13:39:43
#4
JBM1982
Registered: Apr 3 2007
Posts: 37
I’ve tried fiddling with that, and it doesn’t make a difference. The scanner crashes when doing an OCR scan, during the final Doc Scan step, not when the scanner scans. I’ve resolved it partly by making the scanning and OCRing two separate steps instead of doing it all at the same time, so if acrobat crashes, it doesn’t take my document with it.
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