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Adobe Acrobat 8 Freezes when selecting scanner in Windows 7

Posted on 2012-03-09
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Last Modified: 2012-04-21
I have a computer that is running windows 7 64 bit. They are using adobe acrobat 8 pro to scan documents into pdf's. Up until a couple of days ago they had no issues. Now all of a sudden when they click the scanner from the drop down it locks adobe acrobat up and I have to end the job in task manager. It works fine on the admin side. I have given all the folders pertaining to adobe full rights to everyone and the user.  Here is a screen shot.
adobeerror.jpg
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Question by:eli290
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Expert Comment

by:Joe Winograd, EE MVE
ID: 37703042
Hi Eli,
Perhaps the TWAIN driver got corrupted. I suggest you download and install the latest-and-greatest driver from the Fujitsu site. I can't tell from your screenshot if you have the C or C2 model. Here are the links to both:
http://www.fujitsu.com/global/support/computing/peripheral/scanners/drivers/twain/v9211013a-sca.html
http://www.fujitsu.com/global/support/computing/peripheral/scanners/drivers/twain/v9211013.html

Both downloads support 64-bit W7. If that doesn't fix it, let me know and we'll try something else. Regards, Joe
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Author Comment

by:eli290
ID: 37703146
Same result :(
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Expert Comment

by:Joe Winograd, EE MVE
ID: 37703200
You said that it works fine on the admin side. By this, I assume you mean that it works in the Admin account. But try this - create a new User account and see if it works in that. There may be something corrupted in the current User account that is causing the problem. I've even seen situations where creating the new account not only worked in the new account, but corrected whatever was hosed in the old account. YMMV, but it's worth a shot.
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Author Comment

by:eli290
ID: 37703236
I tried to login as another user and i get an error instead of it just locking up...

code ds42019 lost communication. I also made the original user a local admin and still had the same result
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by:Joe Winograd, EE MVE
ID: 37703274
> tried to login as another user

Was that an existing acct or a new one? What I've seen fix problems like this is the creation of a *new* user acct.
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Author Comment

by:eli290
ID: 37703281
we are on a domain i just used a different domain user account which has not been previously used on this computer.
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Assisted Solution

by:Joe Winograd, EE MVE
Joe Winograd, EE MVE earned 500 total points
ID: 37703369
Let's try to figure out if the problem is with Adobe Acrobat 8 or if it's something in the scanner environment. To do this, try some other software that can scan. The easiest to try is the built-in Paint applet. Another idea is to download a really great imaging app (FREE!) called IrfanView:
http://www.irfanview.com/

Click the Download link on the left to download IrfanView and click the PlugIns link on the left to download the PlugIns, which are needed to give you PDF capability. Install IrfanView first and then the PlugIns. The latter is not really needed for this test, but it's a nice feature. Regards, Joe
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by:Joe Winograd, EE MVE
ID: 37703378
One other thing. With IrfanView (not with Paint) you'll be able to see both the TWAIN and WIA drivers. When you run IrfanView, click the File menu and pick <Select TWAIN Source...>. You should see both TWAIN and WIA drivers. Try both of them and let me know what happens. Regards, Joe
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Expert Comment

by:Ben McNelly
ID: 37703390
You could try right clicking on adobe and running as administrator, but I don't think that is your issue.

A few questions for you to help us troubleshoot:

1. Are you running log on scripts to connect drives and printers/scanners + drivers
2. Is this a local or network scanner

Thanks,
- Ben
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Author Comment

by:eli290
ID: 37709466
I tried as administrator but that didnt help. I also set this user as a local admin and same thing it locks up.

1. No logon scripts to connect to drive or scanners
2. This is a local Fujitsu scanner
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Expert Comment

by:Joe Winograd, EE MVE
ID: 37711430
Did you try IrfanView, both TWAIN and WIA?
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Author Comment

by:eli290
ID: 37711603
Twain is the issue, WIA says it cant be found but when logged in as a domain admin both work
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Author Comment

by:eli290
ID: 37714831
Seems to work fine scanning a document into microsoft word. As soon as I try it in Adobe Acrobat pro 8 it locks the application up...
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Expert Comment

by:Joe Winograd, EE MVE
ID: 37714995
> Twain is the issue, WIA says it cant be found but when logged in as a domain admin both work

I don't understand this. Two simple questions to clarify:
(1) Can a user acct scan with IrfanView via TWAIN?
(2) Can a user acct scan with IrfanView via WIA?

> work fine scanning a document into microsoft word

I was not aware that MS Word could scan. What version of Word are you using and what commands/menus/ribbons are you using to initiate the scanning?
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Accepted Solution

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eli290 earned 0 total points
ID: 37771384
I was able to fix this by upgrading to ADobe acrobat 9. Not sure why that fixed it but it did...
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Expert Comment

by:Joe Winograd, EE MVE
ID: 37772018
Great news! And no big surprise. That's why I said earlier that we should try to figure out if the problem is with Adobe Acrobat 8 or something in the scanner environment, and why I suggested trying some other software that can scan, such as Paint or IrfanView. I had a hunch that software was the problem and that other scanning software would solve the problem, as the upgrade from Acrobat 8 to 9 did. Regards, Joe
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Expert Comment

by:LeeTutor
ID: 37875869
I've requested that this question be closed as follows:

Accepted answer: 0 points for eli290's comment #37771384

for the following reason:

This question has been classified as abandoned and is closed as part of the Cleanup Program. See the recommendation for more details.
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Expert Comment

by:Joe Winograd, EE MVE
ID: 37875870
I put in a fair amount of effort on this and certainly steered eli290 in the right direction. I respectfully suggest that you consider accepting my http:#a37772018 and grant points. Thanks, Joe
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Expert Comment

by:Joe Winograd, EE MVE
ID: 37876423
@Vee_Mod,
Thank you – much appreciated! Regards, Joe
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