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.

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Comments

  • 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.
    • Yes I posted this exact thing on the Adobe Forums. I just find their responses are slow and often not very useful.
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Answers

1
First, can I ask you to apply the 'Code' style to your error message texts? Great streams of consciousness like you currently have it make posts hard to read.

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.
Answered 05/30/2015 by: VBScab
Red Belt

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1
Most scanners come with their own software to scan to PDF.  Why not try that on one of the machines affected?  If the native scanner software scans to PDF OK then it will demonstrate that the problem is not related to hardware or the operating system, and most likely to be in the Adobe environment.
Answered 05/31/2015 by: EdT
Red Belt

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