Acrobat 9.5.5 in WinOS7 crashes on scan

Question

Acrobat Pro used to be great at scanning with my Epson 4490.  However, it now crashes whenever I invoke any command related to scanning or scan properties.  Has something changes in the Windows OS or has an Acrobat update caused this problem?

Answer 1

We need to investigate what is causing the crash. For that we need to have the crash dump.Following are the steps you would need to follow, to obtain the Crash Dump:
1. Download the sdksetup from http://msdn.microsoft.com/en-us/windows/hardware/hh852363
    Run the downloaded program, and proceed through the dialogs. Ensure to chose only the option for "Debugging Tools for Windows" and click on the Install button.
2. Once the installation completes, open the Command Prompt (with elevated privileges. More details on how to go about the same are listed at http://technet.microsoft.com/en-us/library/cc947813%28v=ws.10%29.aspx) and type in the following commands.:
    cd C:\Program Files\Windows Kits\8.0\Debuggers\x86
    windbg.exe –I
3. This would launch the WinDbg application for a moment and then show a dialog stating that WinDbg is now your default debugging application. Click OK to dismiss the same.
4. Open Acrobat and do the operation that produces the crash.
5. Once it crashes, WinDbg will launch by itself. When prompted type in the following command in the WinDbg Console:
   .dump /ma c:\Crash_Dump\temp.dmp (Hit Enter)
  Please ensure that you have a folder by the name of Crash_Dump under C:\
6. This will create the crash log in C:\Crash_Dump by the name of temp.dmp. Please create the zipped archive of the dump and send it across to [email protected]
Once you have sent the dump, can also try System Restore and see if that resolves the issue.
Thanks,
Varinder