Adobe Acrobat

2007-12-14 00:47:20

jslezak57

Registered: Dec 14 2007

Posts: 3

I had no problems with Acrobat 6.0 professional. However, as soon as I upgraded to 8.0 professional, I have had nothing but problems. I have a Brother MFC-8460N which scans perfectly with every other application.

However, as soon as I try to "create pdf using scanner", the window appears to choose the scanner. When I choose the dropdown, I get the infamous "windows has encountered a problem and needs to close the application".

I have the latest scanner and printer drivers from Brother. I have gone into MSCONFIG and disabled the paperport software from startup. I have uninstalled and reinstalled Acrobat. I have performed a "repair" option in Acrobat and nothing fixes the problem.

This is most frustrating since I create many documents using the scanner. Adobe doesn't seem to address the issue at all although I have seen many postings (using google) with no solutions.

I have tried this on two separate PCs, both running Windows XP Professional with all service packs and security options installed. One PC is a custom machine with an AMD Dual-core processor, 4GB RAM, dual Raptor 10,000 RPM drives and Nvidia graphics card. The other machine I tried it on is my Compaq Presario laptop. Both machines have the exact same issue with Acrobat.

Thanks in advance.

Jeff

12/14 UPDATE
I also have Acrobat 8 Professional at work with an HP scanner. I just attempted to create a new pdf from scanner and the same issue occurred. So it doesn't seem to be hardware-specific.

12/20 UPDATE
Well, Adobe's tech support is the worst experience that I have ever had with a software company. I spent 2 1/2 hours on the phone with them (disconnected 3 times in the process) and told that POSSIBLY the problem can be fixed by sending me version 8.0 on a CD (my new CD had version 8.1). A box arrived at my doorstep a few days later and the fulfillment department shipped me the wrong version - they sent Acrobat 8.0 Standard!

Another call required a full explanation of the problem all over again and finally resulted in the right media sent to me. I uninstalled Acrobat from my computer, went to the C:\Program Files and deleted the Acrobat folder and all of its subfolders. I then created a System Restore Point, opened the registry editor and removed all traces of Adobe Acrobat entries.

I then restarted the PC, installed the 8.0 media, restarted twice and opened the program. So far, everything is working OK. As long as 8.0 is working, I will NOT accept any updates. It's a shame that such an expensive product has such poor design and the consumer is left dealing with the bugs and design flaws.

2008-03-13 16:16:50

cbuck1

Registered: Mar 13 2008

Posts: 1

I am having the same problem with an Epson scanner and Vista Home Premium. I was a happy camper with Acrobat 5, but after upgrading to Vista I was forced to buy A8, only to discover that forms creation was no longer available in the Standard edition. So my upgrade was a downgrade. Now I discover that I can't use my scanner. There is a support page on the Adobe site for this problem, but it's as if they acknowledge that this is a common problem, but there are so many possible reasons that it's nearly impossible to troubleshoot. Why can't they make their software compatible to avoid these issues?

2008-03-14 18:58:22

jslezak57

Registered: Dec 14 2007

Posts: 3

I feel your frustration. I would suggest that you call their tech support. Be prepared for long waits and it is NOT a toll-free number. However, after you go thru all of their hoops they will concede that they need to send you the 8.0 version which will fix the problem. Too bad that I didn't see this sooner as I threw out the 8.0 Standard that they sent to me by mistake (I use 8.0 professional).

As frustrating as it is, this is nothing new in the world of digital techology. So many companies are so intent on getting their product on the shelves and increasing their bottom line that they don't bother to check everything out and leave the frustration and troubleshooting to the end-user. Some companies are better than others (believe it or not, Microsoft is one of the few that gets the patches and service packs out fairly quickly), but IMHO Adobe is one of the worst at support.

2008-03-21 07:42:38

lkassuba

Registered: Jun 28 2007

Posts: 3636

Sorry to hear about your frustrating experience. In the past, when this issue has come up on the forum the following suggestion has worked to correct the problem. Log as Administrator and attempt to scan. If this corrects the problem, try creating a new user account with Administrator prividleges. Your user account may have gotten corrupt.

Also, if your running Windows Vista make sure you're using Acrobat 8.1 because 8.0 didn't support Vista (Vista came out after the release of 8.0).

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

2008-04-01 10:59:32

bmerritt

Registered: Apr 1 2008

Posts: 1

We use Acrobat PRO 7.0.9 and have a Fujitsu ScanSnap. Acrobat does not see the scanner even though it is turned on and active. What can I do to get Acrobat to find the scanner?

2009-01-12 21:39:00

luckyever

Registered: Jan 12 2009

Posts: 1

I can not scan duplex manually with my Borther MFC 8460N after upgraded from 6.0 professional to 8.0 standard.

Can you scan duplex manually with the Brother MFC 8460N using 8.0 after your problem is fixed?

2009-01-20 13:21:21

DawnO

Registered: Jan 20 2009

Posts: 1

I am not sure if this is the correct forum. My users are scanning documents to PDF while using a Canon IR 3220. The document is then sent to them in two emails rather than one, which they then have to merge. We are using various forms of Adobe standard and most of our users on Reader 9.

2009-02-02 10:54:05

lors

Registered: Feb 2 2009

Posts: 2

lkassuba wrote:

Sorry to hear about your frustrating experience. In the past, when this issue has come up on the forum the following suggestion has worked to correct the problem. Log as Administrator and attempt to scan. If this corrects the problem, try creating a new user account with Administrator prividleges. Your user account may have gotten corrupt.Also, if your running Windows Vista make sure you're using Acrobat 8.1 because 8.0 didn't support Vista (Vista came out after the release of 8.0).

What do you mean by "log as Administrator and attempt to scan"? What is meant by "try creating a new user account with Administrator privileges"?

I've got Acrobat 8.1.3 on an xp machine and an HP all in one. It scanned perfectly until recently and now crashes whenever I try to scan a document. Using the same scanner on a laptop using VISTA still works perfectly so it doesn't appear to be a hardware specific problem. I haven't been able to find a fix on the knowledge base.

2009-02-02 11:33:11

daka630

Registered: Mar 1 2007

Posts: 1420

DawnO,
What you describe is a feature (limitation) of the Canon ImageRunner line.
The associated variables controlling this are such things as the unit's installed HDD, RAM, etc.
In sum, not an Acrobat issue.
Use a IR 5570 at work. Experience the same thing.
That is, too large a sheet count feed in results in more than one output PDF.
If you have a service contract associated with the Canon product you
might want to ask if the devices' installed hardware/software could be upgraded
to permit larger sheet counts to be included in an individual PDF output by the
Canon device.

lors,
re: "log in as Administrator" - a Microsoft thing
See: [url=http://www.microsoft.com/windowsxp/using/setup/tips/advanced/adminaccount.mspx]Log in as an administrator[/url]

Be well...

Be well...

2009-03-05 08:39:31

Kibo

Registered: Mar 4 2009

Posts: 11

Called Abode tech support - the tech said he could fix it but I have to pay an incident fee. I argued, he gave me reasons why the fee. I said its not an isolated problem, others are having it, so why isn't it in the KnowledgeBase? He said it's online. I asked what question to search on - I've tried dozens - and he said it was there but would not tell me. This is an Acrobate problem - the same scanner works fine with PhotoShop, Word and other apps.

Actually, the first tech I spoke did it for free - He told me remove conflicting programs such as Acrobate Reader, .com, air etc. I did - no good. Other than that I've done everything everyone above has done and more.

It is unbelievably nasty, cheap, rude and other pajoratives prohibited from this forum of Adobe to have problems and not publish the fix in a way it can be found with simple searchs.

2009-03-07 09:26:57

#10

Kibo

Registered: Mar 4 2009

Posts: 11

Problem solved! See:
http://kb.adobe.com/selfservice/viewContent.do?externalId=kb402844&sliceId=1

2009-03-08 09:16:01

#11

Kibo

Registered: Mar 4 2009

Posts: 11

By coincidence after figuring this out I got an update to my "ATT Self-Support Tool" 6.1.0.24 and this update itself fixed the problem!! I wish ATT had been a week earlier.

2009-03-09 10:45:23

#12

lors

Registered: Feb 2 2009

Posts: 2

Thank you, Kibo. The solution worked for me also.

I agree that Adobe is hiding the ball on the solution. Searching the knowledge base was the first thing I tried and didn't get to the solution. Their search engine doesn't recognize crash as meaning the program has to close. 'Program has to close' is difficult to access in a search engine unless you know to search the specific phrase and since there is a word, 'crash', that says the same thing few are likely to think to include the longer phrase in a search. Adding the keyword 'crash' for the solution page wouldl help. The search engine probably distinguishes 'scan' from 'scanner' and if you choose wrong then you also probably don't get there either. It seems to me that the problems is really in how Adobe approached their solution posting. Charging customers because Adobe didn't do it right is outrageous!

Lors

2009-03-09 11:32:59

#13

Kibo

Registered: Mar 4 2009

Posts: 11

Could not agree more! Adobe help is not known for being "helpful!"

Actually I got the answer in another forum: http://www.acrobatusers.com/forums/aucbb/viewtopic.php?pid=44897 Scroll down and you'll see a list.

Kibo

2009-03-28 06:25:46

#14

CatladyDane

Registered: Mar 28 2009

Posts: 1

If I end process for "McciTrayApp.exe" per instructions given at "http://kb.adobe.com/selfservice/viewCon … ;sliceId=1", do I need to restore it at some time (and if so, how?) or does it automatically start when it needs to? Will I have to do this every time I use Acrobat 8.1.4 to scan to pdf? I had no problem with this until I recently had my hard drive reformatted and operating system reinstalled. They gave me a newer version (of my Windows XP) and I discovered as I battled through reinstalling my many programs that Internet Explorer 7 created some problems that previously didn't exist (such as HP Director not visible, therefore not useable - the HP web site had a fix). I'm using an HP Photosmart 2610.

2009-03-30 11:49:17

#15

Kibo

Registered: Mar 4 2009

Posts: 11

Yes "McciTrayApp.exe" needs to be restored if you want to use your Telecom program - I have ATT "Self Support Tool." It won't run without "McciTrayApp.exe" . Although if you have not rebooted, it will stay off.

To turn "McciTrayApp.exe" off permanently go to Start - Run - MSCONFIG and uncheck the boxes for MCCI**** in both "Services" and "Startup." When you need the program you can run it from Start -Programs menu and it should work - but you'll need to disable "McciTrayApp.exe" to scan until you rebooot.

This is a Telecom program app - Not scanner, Windows, IE, or Abobe's. AT&T and Adobe blame each other! Nor surprise there. Whether you disable "McciTrayApp.exe" or just "Stop" to scan I guess depends on how much you scan. "McciTrayApp.exe" has nothing to do with the functionality of your telecom stuff - they use it as a way to check on your systems conectivity as I understand it: McciTrayApp.exe - belongs to the software DVD Solution or BellSouth Wireless Connection or Verizon Online Help and Support or Soldat Interface Maker by Motive Communications, Inc (www.motive.com).Google "McciTrayApp.exe" for more.

- Kibo

2010-08-27 16:40:58

#16

crazybest

Registered: Aug 27 2010

Posts: 1

thans but I cant work printer :(

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