Adobe 6.0 Scan Problems

[JamesMarsh]

Today I received Adobe Acrobat Pro 6.0, uninstalled version 5.0 and loaded the new version onto my fairly new XP machine. Everything worked fine under 5.0. Now I'm having a major problem scanning to PDF. I'm using a Fujitsu scanner which came bundled with Acrobat 5.0. I have reinstalled the Twain driver and 6.0 but I'm still getting the following error when scanning: "Unknown system error in call to StartScan." This occurs after the Twain interface launches during the phase when the image is imported into Acrobat. I called Adobe who reported that this was one of the first Acrobat 6.0 tech support requests they've received (I'm betting there will be a few more if this is a real problem!) The rather hapless support person kept thanking me for using InDesign and was rather clueless about any possible resolution to this problem. He mumbled that he will call me back when he figures out what the problem might be. Anyone have any ideas? I'm going to try scanning separately and importing but scanning is a big part of my business and I need this functionality.

[Mark Hiers]

What model is your scanner?

[JamesMarsh]

It's the fi-4120C

[Mark Hiers]

I'll try to track down a similar scanner...

[Emilio Pacheco]

I have just upgraded to Acrobat 6.0 on a Windows XP with an EPSON Expression 1680 scanner. When I try to "create a PDF" document by scanning, I get an error message to the effect that the program cannot communicate with the scanner. After installing Acrobat 6.0, Omnipage also broke down (cannot communicate with the scanner) and after reinstalling Acrobat 5.0, the "import -scan" feature also returns an error.

The scanner, A Fujitsu Expression 1680 is functional when used from the "Control Panel-Imaging Devices" interface.

[Shone]

"Mark Hiers" <mhiers@adobe_.com> wrote in message news:<1de94...@WebX.la2eafNXanI>...

> I'll try to track down a similar scanner...

Hi,
I have the same problem with the FUJITSU M4097Ddm scanner. When trying
to create PDF from scanner in Acrobat 6.0, scanning is performed but
when trying to open the document in Acrobat , the error "Unknown
system error in call to StartScan." occurs.

Otherwise scanner works correctly with other applications on this
Win2000 platform.
I found the workaround solution and installed Acrobat PDFWriter v.4.0,
so I can scan the document, save it as a TIFF and later send this TIFF
to print on PDFWriter, which would create the PDF document. But this
is a 3-step process, I would really like to be able to scan it
directly into PDF, what Acrobat 6.0 is suppose to do.

Thank you so much...
Shone

[Brian Kahuna]

I didn't see this thread before starting a new one. I've had a similar problem as follows:

WhenI try to scan a document into PDF using Acrobat 6.0 Upgrade, and using the Microtek ScanMaker V6UPL scanner with ScanWizard software, ver. 5.12 under windows XP Home, the Settings screen locks on RGB colors and will not permit me to select another setting. I can scan an "Overview" but the final scan will not work. Error message displayed is, "Operation stopped because of an unrecognized image format." I CAN scan a document using my Lexmark X125 scanner and allsettings are available. What is the fix?

Thanks.

(It looks like there may be a number of incompatibilites with various scanners.)

[JamesMarsh]

I spoke with Adobe on Wednesday and Thursday. They are escalating this problem and should respond within 48 hours. Fujitsu, for one, is an "official" Adobe Acrobat partner. I'm not sure about Epson or Microtek, but usually once the problem gets fixed for one, hopefully it will be fixed for all. A limited work around is to scan using your scan utility (which came with your scanner) to TIFF, then use Acrobat to File - Create PDF - From File to convert the TIFF to PDF. Clumsy but it will work - for now.

[Unknown]

James,

Have you tried scanning at a different dpi or color settings (for example, color instead of black and white)?

[Tom J N]

Also having scanning problems. Used Acrobat 5 and worked fine with a Canon F50 multifunction printer/scanner. Purchased and installed Acrobat 6 Professional and found that Acrobat will not work with the scanner. The scanner works fine with other programs. Tried uninstalling and reinstalling both the scanner and Acrobat programs with no improvement. When you click on create a PDF from scanner the Acrobat program crashes with "unknown error". Any thoughts. It appears a bug is in the new version as version 5.0 worked ok and had no problems up until version 6 was installed. How is Adobe tech support on issues, might need to contact them ??

[de Siem]

Tom what if you start working from within Acrobat, via file>createpdf>from scanner, instead of pressing a button on the scanner?

[Stan Romanoff]

I am also having a scanning problem with Acrobat V6 Professional. V 5.0 worked fine with Windows 2000. When I scan (using Brother Multifunction machine Model MFC-5100c) the scan is a 'negative'. The scanning software still works fine with other software, so the problem must be related to Acrobat. Anyone else having a similar problem and/or have a solution?

[Jody Boese]

I also am having a scanning problem after upgrading to Acrobat Standard 6.0 from v.5.0. With Windows XP, I am using a Canon ImageRunner 2800 copier with scan function. This set-up has worked fine for several months until I installed the upgrade today. After starting the scan the document is scanned but the progress bar goes to 98% and then hangs. I have to cancel the operation. Other Acrobat operations seem to function well. The scanner works fine from another work station (using v.5.0). I went back to the installation disk and did "repair" but no change. I re-installed the Canon NetScanGear driver but still the same non-operation.

[Tom J N]

de siem
In answer to your response my method of scanning is from within Acrobat. The old version 5 worked, something with the new version. Looking at other responses it appears that there is a growing list of users that are unable to get the scan function to operate. Adobe needs to work on the issue and create a patch to correct the issues. My system is running under Windows 2000 if any one wants to add the info to the list

[Calvin Jr]

I have a Canon Image Runner 3300 with Scan Gear 1.3 installed. It freezes at 98% on the Acrobat Ver. 6 software. Had no problems with Ver. 5. Anyone know of a fix?

Thanks

[Calvin Jr]

I am also having the problem. I have a Canon Image Runner 3300 with Scan Gear 1.3 installed. It freezes at 98% on the Acrobat Ver. 6 software. Had no problems with Ver. 5. Has anyone found a fix yet?

Thanks

[Kenton Peak]

I am also having scanner problems. I am using W2K and an HP 3300c scanner. I can scan documents, either as a new file or append to an existing file, but when HP Precision Scan LT is ready to send the scan to Acarobat 6.0 I get an "Unrecoverable error, operation stopped" message from Adobe Acrobat. I spoke with "Tech Support and was told to update the HP driver. I did - no change. I also cannot use publish to pdf in Wordperfect 11. After, reinstalling and updating drivers, I think I will go back to 5.0. Changing dpi, etc. does not have any effect.

[Ian Mellors]

Whoa!

I'm glad I read this thread b4 buying 6.0. I use Acrobat 5 to scan EVERY day. I would have looked way stupid at work if I'd upgraded to 6!

Sorry this doesn't help you guys, but I'm bookmarking this thread, and I'm not gonna recommend any nove from 5.0 until this issue is resolved.

regards

Ian M

[Ken Friedman]

I am also delaying purchasing Acrobat 6 until this bug is fixed. If enough people say this, perhaps Adobe will get a fix to us on an expedited basis.

[sinoue]

I have an HP 7130xi with the 3/03 drivers connected to my Win XP PC and I too can't scan to PDF either.

Steps to reproduce:
1 - Launch Acrobat 6.0
2 - Choose File/Create PDF/From Scanner
3 - Select the scanner "WIA- HP Officejet 7100 scanner"

Results:
"Error while interacting with the scanner: the selected scanner wasn't found."

This is a fairly new scanner sold at Costco so my guess is that Acrobat QA didn't get to test against this scanner, and HP didn't get to test this release of Acrobat 6.

When this gets addressed I hope the "Scan to" button on the HP 7130xi will actually list Acrobat 6, instead of just MS office apps and HP utilities.

[Glenn Ratchford]

I was lucky when I did my install of 6.0. The scanner actually did its job. The problem I run into is that the scanned document no longer is displayed clearly after it has been scanned. I've tried changing the resolution of the document but not luck. It seems Adobe changed something in their document scan engine as well. I managed to keep the same settings I had when I used 5.05 but that didn't help either. I have stopped scanning new documents until I can resolve the issue. If I can't get this issue resolved, I plan to revert back to my old version and send 6.0 back to the company.

[Steve Roth]

I'm trying to scan with:

1) Acrobat Pro 6.0
2) HP 6200 USB scanner
3) HP precision scan pro 1.0 software
4) Win XP Pro SP-1

Hangs every time, worked with Acrobat 5.0! Please, Adobe, give us a fix!

[Mark Hiers]

If WIA scanning isn't working, try installing the TWAIN software for your scanner.

[JamesMarsh]

I am using TWAIN with the Fujitsu fi-4120C.

[Fred Garfield]

I am having scanning problems with Acrobat v6.0 and a Canon Imagerunner 4000 using NetworkScan v1.0. It hangs up the program sending data at the end of page 1 and the copier has to be reset. However I have no problems with my HP 5300. Wasn't there a "fix" for Acrobat v5.0 for this, and does anyone know where to find it or if it might work for v6.0?

[Trevor Horton]

Add one more scanner problem. I'm using a HP Scanjet 4570c. I see the HP driver - terrible software by the way - and it scans the document. Error occurs as it tries to send the scan into Acrobat 6 Professional. I get the message "There is not enough memory to complete the scan." This is nonsense as I have a gig of ram and oodles of gigs on my harddrive. HP does not offer a twain driver for this model - so their tech support has informed me.

[Kevin Giberson]

I too have the same problem.
Using hp Officejet d135, Windows XP.
"Scan to" worked fine from the printer with Acrobat 5.0 installed, but will not work with Acrobat 6.0. I deleted and reinstalled HP driver, still won't work. Called HP support, and they indicated should work fine and must be an Adobe problem to fix. So Adobe, where is our fix? I scan daily, and this is costing me time and money!

[guest55]

It might be a good idea to confirm that the problem is definitly with the Acrobat 6.0 application.

1.Make sure you've installed the twain 9.10.25 driver from the FCPA website.

2. after installing the driver and rebooting, test the application with the scandall 21 application that came with your scanner.

3. If everything runs fine through scandall 21 ,try scanning to PDF with that application.
a) go to scan | select source
b) select your scanning source
c) go to scan | to Adobe PDF

[JamesMarsh]

I have done all these things. After 18 years as a high tech professional I know a software bug when I see one :)

[Paul Harte]

I am having the same problem. I was using 5.0 with no problems. Now, I cannot scan with my Futijsu Scanner. I get various errors including "Unknown system error in call to StartScan."

This is definitely a problem with Acrobat 6.0 and a major one at that.

[jwhiteheadjr]

I have WIN XP, just upgraded from Acrobat 5.05 to Acrobat 6.0 professional. Immediately my Canon DR-2080C scanner won't work, either. My Epson 1640, however, will (unfortunately it is a flatbed scanner). Freezes up with EXCEPTION_ACCESS-VIOLATION error. Help!

[Ken Friedman]

Which freezes up, when using the Epson or the Canon scanners?

[Glenn Ratchford]

My scanner (HP PSC950) actually scans. Unfortunately, the document comes out blurry after it has been scanned. I didn't have that problem when I was using version 5.05. Yes--I had upgraded all the video/scanner drivers even before I bought 5.05. No new drivers were released when 6.0 came out. I firmly believe Adobe made some changes to its scan engines. I have since gone back to 5.05 and it works without a hitch. I wonder if I can return my Adobe product.

[Howard Lebowitz]

FYI:

XP PRO SP1
Acrobat 6 Pro
HP Precision Scan Pro 2.1
HP Scanjet 6350C on USB Port

Works OK.

[Ken Friedman]

For those who have HP scanners, my personal experience with HP scanners is that they are great pieces of hardware but their software support leaves a great deal to be desired. That is why I sold my HP scanner and got an Epson.

I would strongly suggest that you upgrade to the latest driver levels.

[jwhiteheadjr]

As I stated, the Epson 1640 works (but it is a flatbed). I scan to PDF documents and need my Canon DR-2080C to work!

[jwhiteheadjr]

The horror stories are all out there. I called some others who have upgraded and there is a huge problem out there that is not being publicly acknowledged -- across a variety of scanners. I reinstalled Acrobat 5.0 back and applied the patches to go to 5.05 and everything mysteriously works OK now! Seems rather apparent. When I called customer support everyone seems surprised and they weren't very helpful. One Abobe customer service rep said he'd call back in 48 hours (never called back). The other said what do you want - it's a whole new upgrade with a new engine. Talk to Canon! Well, my DR-2080C works fine with all my other software, just not with Adobe Acrobat 6.0 professional. The 2nd rep from Adobe very most unhelpful and even a bit condescending. I'm frustrated!

[Neil S Smith]

I am having problems with a HP G85 all-in-one that worked fine with Acrobat 5, but in Acrobat 6 Pro it will only scan in greyscale at 300dpi. There is no information in the 'help' about setting default scanning settings, and the HP driver settings have no effect. Of course they work fine with everything else, so it IS Acrobat 6 that's the problem.

Acrobat 6 and Pagemaker 7 don't seem to work well together either, but thats another story...

[Tom J N]

Just got off the phone with Tech Support and they have have given up with any more help with me.
Was told they are getting "tons" of calls and that there is no solution. They do not know when the scanning issues will be resolved.
I spent over 2-1/2 hours with tech support over a period of 4 calls and no solution other than a fact finding mission for them. To put it short, the support to resolve technical issues is not there. Over the course of events I was told was escelated from a Level 1 to a Level 2 and now am listed at Level 3 for what ever that is supposed to mean. Is that a rating of being a PIA with them? I even have to foot the bill as they don't offer an 800 number nor do they use e-mail for any responses. Maybe there would be better feelings if they just left us know what is going on.
I was told by the last tech support contact to watch the web site for a patch, any idiot can do that, tech support was no help. am attempting to get a refund for the $500 purchase. I was a user of 5.0 with the same hardware and the program was great. Now I have no respect for Adobe as a quality product with the new release. I elected for a full purchase as didn't want to install multiple upgrades, was hoping to make it a cleaner install but what a dumb thought and waste of mony on an Adobe product.
One disastified customer of Adobe.

I HOPE ADOBE ACTIVALLY MONITORS THE MESSAGES AND STARTS THINKING OF THE CUSTOMER!!

[Tilman Sporkert]

Same story here. Acrobat 5 worked just fine with my HP K80 multi-function
device and my Epson 636U flatbed scanner on XP. Acrobat 6 Professional can't
tell if there's a document in the K80 and continously scans 1" tall
non-existing pages until killed. Scanning from my Epson produces images that
are about 3 times too large. Interestingly, the same (pages too big) happens
when importing .png files.

Big disappointment. Time to uninstall...

Tilman

[Ian Mellors]

Still, I bet there's some Project Manager at Adobe who is proud that Acrobat 6.0 shipped on time, and on budget ......

Who needs testing anyway?

There's NO WAY I'm going to recommend my Company even look at 6.0. 5.0 works for us, and most document supply companies in the UK Rail Industry still use 4.05 on their CDs

[Tom J N]

Recieved E-Mail today from Adobe asking to rate their support. (Gave them the lousiest rating on the survey). They stated in the E-Mail that my case is closed. How can the support case be closed when they have not resolved mine or any one's scanning problem as discussed on this board. Their support is the worst I ever required. They have given up and actually told me there is no solution. Now they dropped my case with them and will offer no more support. With the case closed for any additional support will need to start over. I guess they are waiting till after the 90 day support perioud to reep additional funds from their lousy support program
I am still waiting for an answer on a refund from them. Looks like I spent many dollars for nothing other than to pad Adobes pockets.

One VERY DISASSIFIED customer

[Glenn Ratchford]

I've since gone back to 5.05. I plan speak with some of my coworkers in the federal government to warn them of this lousy product as well as the lousy support.

[Regent Dawkins]

Ah yes my good man:

"Their support is the worst I ever required. They have given up and actually told me there is no solution...."

what you probably heard was that there is no setting in acrobat 6 nor is there an installation choice which will allow you to scan into acrobat at this time. (that is quite apart from telling you there is no solution. There is a solution of course: scan into your operating system. You can do THAT, can't you?)
I, too, initially had no success scanning into acrobat 6 via my hp scanjet 3570c but eventually opening my scan software AND being prompted to reinstall it I was able to scan into the 'Bat.
Look for this to be resolved through some sort of dot release. Adobe usually makes amends. You wouldnt be here complaining if they hadn't been responsible in the past.

[G Gager]

JamesMarsh <James...@e-lawpublishing.com> wrote in message news:<1de94...@WebX.la2eafNXanI>...
> It's the fi-4120C

FYI - I have the same scanner and get the same message - just a day
ago Adobe played dumb - the suggested workaround was to reload 5.0
just for the purpose of scanning and then open in my 6.0 Pro to take
advantage of the expanded features - it works, but what a pain - isn't
the 4120C a gas - changed my business.

[JamesMarsh]

Since I was the person who started this thread I will supply an update. I must admit that Adobe has been quite responsive to my inquiry, calling back every three days or so with an update. The problem, however, is they are still investigating lame issues like not having enough disk space. I'm not sure who's running the show, but the problem is not disk space. I have had much success with Fujitsu who immediately dispatched my inquiry to an engineer who wrote me back from Japan within hours, procured Adobe 6.0, duplicated the scan problem I was having, wrote me back to tell me I could scan in 24 bit color, and immediately contacted an engineer at Adobe to help resolve the problem. Now that's customer service (all this in response to a simple e-mail inquiry from their website!) Perhaps Adobe needs to purchase a bunch of scanners, hook them up to 6.0 and let us know if they work, why or why not, and propose some solution, a patch or some assurance that someone in engineering is working nights and weekends to solve the problem.

[j jann]

--I have had much success with Fujitsu -- yes, well worth paying that bit extra for Fujitsu kit I find. They are really on the ball when it comes to supplying drivers as well.

--There is a solution of course: scan into your operating system. You can do THAT, can't you?-- - why should we, my 'good man'? Acrobat 6 has had a price hike, so I and my customers would rather like to have the same facilities as the previous, cheaper version, 'old chap'.

And the product is unlikely to improve whilst apologists for it simply tell users to 'make do' rather than stress the need for Adobe to come up with a solution to what appears to be a genuine, widespread problem with the .0 release. 'Old Bean'.

[Glenn Ratchford]

Mr. Dawkins--Some of us were just too impatient and purchased this piece of software before all the bugs were addressed. Just goes to show that Adobe is no different than other software companies--release the new version quickly and let the customers debug for us.

[Nancy Broerman]

An update and a 2 questions. I am having exactly the same problem as Mr. Marsh with a Fujitsu scanner. I just spent over an hour with a very nice tech guy (on my own dime of course). We went through 18 issues, all of which I had already tried or were in the "duh" category even for him. No use in rehashing. Just hope that Adobe is reading this forum.

My 1st question is for fujitsu scanner owners: Has anyone been able to get any program including scandall 21 to recognize the wiatwain.ds (WIN XP driver)source? It's not probable, but maybe Acrobat 6 could use that driver.

My 2nd question is: What scanners do work with Acrobat 6? I guess if you have one of those scanners, you are not reading this forum, though.

[JamesMarsh]

Nancy, what's interesting is that you can scan with the Fujitsu at 24 bit color. This is the only setting that works with 6.0! I'm totally perplexed by this one. I don't think it's a Fujitsu problem. I see that Fujitsu is still bundling 5.0.5 with their scanners. You can be sure that someone is looking closely at this problem on both ends (Fujitsu and Adobe).

[tim t blair]

This is kind of a late "me too" but I just today had this problem. I am using a Kodak i200 scanner. It worked fine with Acrobat 5. Today I ugraded to 6. I get the error "unknown system error in call to startscan". I am running Windows 2000 professional.

I then went to eht Acrobat knoweldgebase and did a search of startscan. I got 785 hits. I looked at several and none of them had a reference to startscan. I then did a search on xxxxxx and got 785 hits. Garbage! I then clicked on the link where it offered to allow me to provide comments on the web site. I was told I would be provided a form within 24 hours that could be used to provide comments. I can't believe it!

I reinstalled Acrobat 5 and everything worked again. So I too am looking for a solution to this problem. I wanted to post to let everyone know that a Kodak scanner also has this problem and so it seems clear it is "Acrobat-centric" rather than hardware or driver oriented.

Tim Blair
US FDA

[j jann]

--I then went to eht Acrobat knoweldgebase and did a search of startscan. I got 785 hits. I looked at several and none of them had a reference to startscan. I then did a search on xxxxxx and got 785 hits. Garbage! I then clicked on the link where it offered to allow me to provide comments on the web site. I was told I would be provided a form within 24 hours that could be used to provide comments. I can't believe it! ---

I've raised the issue of the appalling quality of the Adobe KB before - it is quite obvious that they bin any questionnaire they receive on the subject of the KB as they certainly haven't responded with positive changes. Try the KBs at www.microsoft.com or www.symantec.com to see how good they can be.

When you look at these three simple facts: a) Adobe have made no progress in improving the KB, despite widespread dissatisfaction (as you have pointed out, the Search engine must be inherently faulty); b) Adobe have made no progress in improving the quality of their Tech Support - just look at the comments by users in this and other forums; c) there has been no official word on this Scan problem in Acrobat 6, despite it obviously not being a figment of users' imaginations

... it is clear that Adobe management (or at the very least, their communication ability) is defective.

Their announcement of new 'Paid For' Expert Support beggars belief - I'm sure that the guys/gals on the dev teams that build Acrobat, Photoshop, Illustrator, InDesign etc. all know their stuff - but move 3 yards away from there and the rest of Adobe Inc. plainly live in total ignorance.

[Kenton Peak]

I finally found a support person who was great help. Even called me back after we had exhausted almost all possibilities. I uninstalled HP Lt precision software, deleted the twain and twunk folders, unplugged the scanner, rebooted, plugged the scanner in the usb, reinstalled the scanjet 650 driver, installed Acrobat Pro 6 and used the ignore option when the prompt told me it had found an earlier version (5.05). Every thing works great now. I was impressed that support called me to see how I was doing.

[Graham Jarvis]

Glenn, did you try turning off the 'Adapt compression to page content' in the scanning dialogue? I found the scans were blurry with the default 'on' setting, but clear with it 'off'

[j jann]

-- I was impressed that support called me to see how I was doing. -- yes, I'm impressed too, as your experience seems to be unique...

[ID. Awe]

As I stated in another thread:

I use an AGFA Duoscan T1200 with the latest drivers and interface, it will scan, but only at 300dpi or less. There is only a grayscale option available and then the scan is actually done as a line scan.

Really weird. Considering the number of 'Adobe Partners' that have expertise in the area of scanning, you would have thought that this would have been a no-brainer.

This is definetely an Adobe Acrobat bug.

[Michael Trevelino]

I too, am getting the same error as sinoue (17 of 52):
I have an HP 145 connected to my Win XP PC. I can scan to pdf, but not with acrobat (5.0 or 6.0), but with photoshop 2.0.
Steps to reproduce:
1 - Launch Acrobat 6.0
2 - Choose File/Create PDF/From Scanner
3 - Select the scanner "WIA- HP officejet d scanner"

Results:
"Error while interacting with the scanner: the selected scanner wasn't found."
Per HP, I have updated my bios, and chipset, and tried a half a dozen of other things, still cannot scan through acrobat.
Mike Trevelino

[JamesMarsh]

Okay, here's the latest, at least from Adobe via Fujitsu:

"We believe we have found the source of the problem, but we do not have a fix for it at this time."

"The fi-4120C and fi-4220C are sending compressed CCITT G4 images from the scanner when in B/W mode, and the images are inverted between black and white. The Paper Capture Plug-In is having problems processing G4 data coming directly from the scanner. Is there any way to configure the scanners to send uncompressed B/W data?"

Seems like a perfectly acceptible problem. Now why can't Adobe just tell us this? It might be possible for some folks to configure their TWAIN modules to send uncompressed data. At least people can try out this fix and give Adobe some feedback. It looks like new TWAIN drivers are in the works from the Fujitsu end for all Fujitsu scanner owners.

[Jethro]

I am having the same problem with Adobe 6.
My scanners worked with version 5. I am using a Twain Driver for the scanner on a XP system. The scanner works with Paperport, Word, Adobe Elements, and the Microsoft Imaging. The Only program that freezes is Acrobat 6.0

I select Creat PDF from scanner, Acrobat lets me select the scanner, then I see the box on the task box for the scanner appear. However the window for the scanner does not open. The windows Task Manager indicates Adobe, the scanner and ADOBE:ADAM:TWAIN:DSM:THREAD are running. But Acrobat is frozen and no scanner Window. This is a product problem. I have not been home during their business hours. But I will call next week, I hope they do ot give me a story... the product will go back. Version 5 works!!!

[Jethro]

I reinstalled the TWAIN driver for Scanner and Performed the Repair Process on Acrobat 6 PRO, Still cannot create a PDF. Acrobat Freezes, with Acrobat and SCANNER in TASK BAR. Acrobst Window frozen and Sanner Window not present.

They should provide a remedy for this problem. Before they produce another PDF commercial.

[Jimmie Wilson]

I am having the same problem with Adobe 6 Standard. When I selected Create PDF from scanner for the first time after installing I began to get an error message stating the the feature that was needed to perform that particular action needed to be installed from my HP disk; after following the directions given and putting in the HP disk and installing the files necessary then rebooting etc. I got the same message several times. After several tries it seemed to have worked and the scan operation would start up seemingly to be working and I would get yet another error message stating that "An error occurred while saving file because it could not be created, and following that one another one would pop up stating that "an unrecoverable error has occurred and the operation stopped. The scanner I use is a HP Scanjet 3500C.

[Janet Stockburger]

We are having the same problems with an Epson Perfection 3200 Photo Scanner and Adobe Acrobat 6 on a Mac OS 10.2 system. When we choose Create PDF from Scanner, it acts like it can find the Twain driver, but then says it can't locate the scanner on the bus and then tells us that the scanner isn't functioning properly. However, the scanner works fine with Adobe Acrobat 7 and with the Epson program that comes with the scanner, so it is functioning properly.

[William Short]

I'm having a similar problem with my Fujitsu 4640S scanner and Acrobat 6.0. Are there any patches out there???

[BenLoke]

I am using Epson GT7000 Scanner and Adobe Acrobat 6 standrad on WinXP Pro. Initially I do not encounter any problem when I choose Create PDF from Scanner. I can scan document with ease.

But now every time I scan a document, the scanner stop at 52% and the pdf page display at half page. But I have no probelm using the scanner for other programs. It scanned full page.

I have done a detect & repair but still having the same problem. I also did not done any setting to Acrobat 6 setting.

[Glenn Graber]

I had a similar problem when I installed 6.0 under Windows XP Home - I am using a Microtek ScanMaker 4700 with ScanWizard 5 software. The scan type locks on "RGB colors" and won't let me change it. Is there a fix?

[Michael Khushf]

Same problem here with a Fujitsu ScanPartner 93GX using the TWAIN drivers 7.3.5 (Upgraded from 7.03.003)
Called Fujitsu Tech support and they said it was an adobe issue. Is anyone from adobe monitoring this??? If so please give us a post to at least let us know you are working on this problem.

[Richard Memmott]

Is there any solutions from adobe on the problem with scanning. Obviously many of us are having the same problem. I can not scan using ver 6 from a canon ir5000 with scangear 1.3.

[alan bender]

calvin, we've got the exact same set up and the same issue at 98%. . . . after two hours of playing with it it went back to the store!!!!

[Christina Roennau]

I am also having trouble scanning. My scanner works with other programs that I have installed on a Windows 2000 HP. We're using a Canon ImageRunner 3300, with NetScan Gear v1.5. The manufacturer of the scanner tested with Acrobat 5.0 and it works. But not with 6.0. The scanner is seen, but the data is not received by the program. Seems a lot of people are having trouble scanning.

[JamesMarsh]

Hurray! After almost two months the Adobe oracle speaks. It shouldn't take two months and 65 complaints to get a response. As a large shareholder of Adobe stock and loyal customer, we all deserve better treatment.

[Mark Hiers]

Any scanner that uses network scanning software (Konica, Canon) is not working in Acrobat 6. Adobe is aware of the issue and working with the scanner manufactures to get it resolved.

[j jann]

Slightly off topic, but the entire concept of Internal Communications within Adobe is something I find fascinating.

Communications within one product development group seems excellent - i.e. a product like Photoshop or Acrobat seems to get more polished with each release and I guess for this to happen the guys and gals doing the dev work must 'get on' with each other.

But general communication between departments (and, obviously between those departments and the outside world) seems to be haphazard, if not non existent.

I get the impression that Adobe is a collection of individuals (if not cliques) working against each other rather than for the company as a whole. Fortunately some of those individuals are people of high caliber, but equally they never seem to make it to management positions.

And I'm sure the only reason that Adobe makes it so frequently to the 'Loveliest Company to Work For' awards is because they appear to have a policy of never firing anyone, no matter how useless (they just get shifted to another department - same havoc, different location :O)

How else to explain that it takes 2 months to admit to an obvious fault in a product, and then only in a brief forum message, in one thread and with no apology?

As more and more people realise that it doesn't take an Adobe product to create/edit a PDF, that the Adobe products have just had an unwarranted price hike and that there is effectively no mid price, low/medium volume product in their range... I suspect their impressive run with Acrobat is about to come to a halt.

Acrobat Pro is great, but not what the majority of office users want. And Elements is too weak, and starts at too high a volume level. And Standard is just plain irritating for the features it leaves out (at a higher price). If the Acrobat marketing had really 'communicated' with the users, they would have found that out - it's what our customers are telling us.

Time will tell, I guess.

[jvbaten]

I tried HP Scanjet IIcx, HP Scanjet 3300c, under both winXP and winME,
using Acrobat 6.0 standard; it fails.
The scanners work fine on either operating system when not scanning from
Acrobat... It would be a nice interface if it would work. Other than this message board, there does not seem to be any feedback on it...

Jasper.

[Suzanne Cole]

>How else to explain that it takes 2 months to admit to an obvious fault
in a product, and then only in a brief forum message, in one thread and
with no apology?

You are aware that these are *user-to-user* forums, aren't you?

[Ken Friedman]

I get the impression that Adobe is a collection of individuals (if not
cliques) working against each other rather than for the company as a whole.
Fortunately some of those individuals are people of high caliber, but
equally they never seem to make it to management positions.<

I worked in a very large corporation and found the same phenomenom. It is the nature of large organizations to compartment themselves for optimum performance of their subsidiary groups thus produceing at time suboptimal results. Adobe is definitely a large organization.

Hurray! After almost two months the Adobe oracle speaks. It shouldn't
take two months and 65 complaints to get a response. As a large shareholder
of Adobe stock and loyal customer, we all deserve better treatment.<

Did you ever consider that it took some time to analyze the problem and set up a process to work with all the scanner manufacturer to resolve the problem? It is a shame in this age of instant gratification that when one does not get an instantaneous answer to one's problem, that something must be wrong and the developing organization must not be responding.

IMHO, maybe it's time we give Adobe a chance to come up with an answer and stop using this forum to repeat the same problem occurrence over and over again.

Ken Friedman

[JamesMarsh]

Ken, This is not the point at all. The point is for Adobe to tell us, at least, "Hey, we're working on it. We need to set up a process to work with all the scanner manufacturers to resolve the problem." It's not the lack of an answer that is disturbing, it's the lack of communication with end users. Believe me I am a big supporter of Adobe or my $$ wouldn't be riding on their success - especially in solving this problem.

[stu dern]

Hello folks,

This is Stu Dern at Konica. I have just received a new network scanner driver version 1.11 from Konica Japan. This new driver is only available at this time as beta and the scheduled release date is August 2003. I have confirmed proper functionality with the newly released Acrobat 6.0. If you require this revised network twain driver, please contact Konica's hotline and request the new twain driver. Please note that this new twain driver is compatible only with Konica products.

[j jann]

Yeah, I'm a friend of Adobe too, but I'm the kind of friend who doesn't just nod their head and look in the other direction when things are patently going wrong.

-- It is the nature of large organizations to compartment themselves for optimum performance of their subsidiary groups thus produceing at time suboptimal results.-- I'm afraid that is just a defeatist view, Ken, and an inaccurate generalisation. (I wonder if you actually raised your head above the parapet in your 'large organisation' to point out the problems or just shrugged your shoulders there too.)

Microsoft is a case in point - part of me dislikes their scale and aggressive sales techniques. Yet in many cases they are quick to reveal/explain problems when they occur. Take a look at their KB which is littered with: 'MS acknowledge that this is a problem with Product X and it will be resolved in the next Service Pack'. I'd be happy if Adobe could come up with the same admission and promise.

Their KB itself, and the free availability of self-tuition articles, puts Adobe's offering to shame. And - more importantly - they almost inundate users with requests for feedback. They scew up like all software producers who are racing to innovate, but their internal communication is such that they can and do turn round the ship before it hits the iceberg.

-- Did you ever consider that it took some time to analyze the problem and set up a process to work with all the scanner manufacturer to resolve the problem? -- did you ever consider that you've paid a large amount of money for a product that has been over a year in development and still doesn't work properly? Did it ever occur to you that acting as an apologist for a billion dollar organisation sounds a bit like pragmatic siding with the playground bully?

-- instant gratification that when one does not get an instantaneous answer to one's problem -- yeah, right, like 6 weeks+ is 'instantaneous'. Your business obviously doesn't depend on working Adobe software.

-- stop using this forum to repeat the same problem occurrence over and over again -- as has been pointed out, it took 65 messages to get an admission (and not even an apology). If they had admitted to a potential problem after say, 10 posts, then people would have had no need to repeat themselves. And actually I rather think that a lot of them were single posts.

It looks like this product wasn't tested properly - end of story.

[Drake Bliss]

I too have a scan related problem. I use an HP G85 all-in-one scanner with Acrobat 5 with not problems. Worked perfectly. I upgraded to Acrobat 6 and now after I scan in multiple pages, I either get an error or end up with only the first page scanned in. I checked Adobe's knowledge base and their is nothing about this problem, so I am now looking throught the forum and here I find other with similar problems. Any ideas on how to fix the Adobe Acrobat 6 scanning problem with HP software. I may be return Acrobat 6 for a refund VERY soon as this product does not work as advertised.

[Jethro]

I called tech support: Solution- scan in document as tif, then open document in acrobat, then convert. I was not happy with that solution. My scanner works will all other applications on computer.
The tech support guy told me it was my scanner or twain driver. I told him that the scanner works with all other products.
His reply we do not make scanners. I then asked: what scanner should I buy to work with Acrobat 6, reply: We do not recommend scanners. I purchased the product from their online store - and now they say it is over the 30 day limit. I am not a happy customer. From the conversation, I cannot determine if they thought there was a problem or not. But if you cannot scan new documents into the program it is of little use. The web capture features seem to work, but I could download with version 5. Version 6 is junk and has been removed from my computer.

[j jann]

Whilst people keep getting fobbed off by the lousy (and highly disorganised) Adobe Support staff, nothing will get done very fast. There are people higher up the food and salary chain who are responsible for this mess, and they need to have their naps interrupted...

I'd suggest looking at this page:

<http://www.adobe.com/aboutadobe/contact.html>

It has fax numbers and addresses for Adobe offices. If you want to make sure your complaint is at least seen by those who are ultimately responsible, use this route.

This page has some names you might want to write to:

<http://www.adobe.com/aboutadobe/pressroom/executivebios/main.html>

Believe me, a couple of hundred faxes and letters using this route will make things go a lot faster...

[Ian Mellors]

The whole point is NOT how long it took/takes Adobe to get a patch out for this BUG, it's the fact that they clearly didn't test the option BEFORE releasing the product.

On time, on budget, don't work .....

[j jann]

I don't expect any company to release 100% perfect software on first attempt - there are just too many hardware/software combinations out there.

Unfortunately we are obliged to get the latest releases of Adobe stuff, to prepare ourselves in advance for when the rest of the punters start buying it. But if I was a standard office user/IT buyer, I wouldn't place an order for ANY software until it had been out at least 3-6 months.

If they make a few errors in the software, then quickly research and own up to them, and work like mad on a fix - what's the big deal? I know that a fair number of people ranting and raving about bugs here wouldn't be too keen to have the quality, quantity or accuracy of their own work scrutinised, even if they demand perfection of software companies.

The problem is when companies like Adobe let bugs slip through then bury their head in the sand (or blame the users).

A major error like the Scan problem does look like something which ought to have been caught on testing. And the number of odd installation errors that people mention seem a little alarming.

I noticed that the Execs made the rather fanciful assertion that the release of 6.0 just prior to the end of the financial quarter boosted revenues significantly - it does kind of make you wonder if the product was released earlier than the developers actually wanted just to keep the money men and women happy...

[Rod Sandlin]

I have the same problem. Adobe 5 worked fine with the Officejet v40, but Adobe 6 is lousy. When I try to scan one page I keep getting short strips before and after it scans the page and then I have to click cancel to stop it from continuing to scan blank pages. Definately an Adobe 6 problem, and they better get it fixed soon!

[Gregory Cox]

Nice to know that we are not alone. Just installed Acrobat 6 on a new XP machine and got the "Unknown system error in call to StartScan" (using a Fujitsu M3093DG SCSI scanner). I'll keep checking this forum to see whether there is a fix.

[Jethro]

j. jann - I always goto the top. Already contacted the CEO's office, customer service department and filed a complaint.

If 80 other people would complain to the CEO, the problem would move up in priority.

I searched for adbe, the stock symbol. Investor relations(408-536-4416) Ask for the number to the CEO office (customer service department) or ask them to transfer. I think hey transfered me. Then tell them the story - The CEO's office will look into it.

[j jann]

--If 80 other people would complain to the CEO, the problem would move up in priority.--

EXACTLY! - too many people here seem to expect that simply sounding off in the forum is going to get things done. How??? - as we are continually told, this is a User To User forum. Adobe Execs (if they even know of its existence) probably consider it to be like a kid's playpen - the users scream and shout like mad, but ultimately they can't get anywhere so they can just sit back and relax, beer in hand.

I urge every user to take this route - if their problem is as severe as they say, the 10 minutes it will take is time well spent.

[Tom J N]

After I worked with Tech support in an attempt to solve the scanning problem (Still Unresolved since 6/19/03) I was sent a question sheet to rate the support. Needless to say I filled it out with a very poor rating and disgruntled comments. The next day I recieved a Phone call from someone higher than Tech Support. Was told they are working with Canon (the Scanner vendor that I have). I was told told to watch the forum as many users solve the problem for tech support. Is this their way of customer support? It looks like the users can't solve their design flaws on this one! Was also told to check with the scanner manufacturer web page to see if thay will resolve the problems. With the questioneer, I did go higher than the tech support but got no further in getting the problems resolved. I will be be starting a writing compaign on the issue like was suggested. My last contact was on 6/19/03 and am still waiting for a resolution. They would not talk about any returns as the support went over the 30 day limit. Every time I call for an update am told the problem has been reported and is being looked into.

Another user still waiting for support.

[j jann]

Tom - unfortunately it would appear that your experience is typical of Adobe support in general. In particular, the rather haphazard success rate (you scored in getting a response to your survey, even if it turned out to be underwhelming) and the bizarre advice that is routinely handed out ("I was told told to watch the forum as many users solve the problem for tech support").

Over the past couple of years, I've come to the conclusion that whichever Exec(s) are responsible for Customer Support provision, they are incompetent and need to be replaced. The problems are not intermittent, but endemic to the system and the whole of it needs to be restructured, top to bottom. (and a working Knowledge Base might be a start..)

An analysis of Adobe management practice in general would make fascinating reading - despite some signficant strides recently, I get the impression that - still - the main criteria for advancement in Adobe is not What you know but rather Who you know or How long you've been employed.

[Ian Mellors]

Speaking from experience ( I used to work for a German/American owned Document Management Company ), you find that Support is right at the bottom of the food chain. It is all too often regarded as a necessary evil, and receives the level of funding accordingly.

I actually feel sorry for the support staff, as they have no way of helping customers when they call on this issue.

Tech support to Project Manager:

"I've got loads of users out there with scanning problems in Acrobat 6.0"

Project Manager:

"Not my problem, I'm working on a new project now, and Acrobat 6.0 was delivered on time, and on budget"

Conversation ends .....

Also testing is the first thing to be cut when a project overruns (another necessary evil)

[j jann]

Yes, I feel sorry for the Support people also. Especially for the Adobe lot, as they apparently have to use the same KnowledgeBase as the plebs.

For that reason, I always try to mail/fax management on big issues at least - extra pay should mean extra responsibility in my book, and I don't see why Joe or Joanna Support should have to deal with crap which results from defective management.

Economising on Support offering is very short sighted - a content rich, easy to navigate KB (such as those of Microsoft, or Symantec) means that many users can sort out their own problems themselves.

The Adobe KB is actually SO poor - try doing a few experimental searches - that I'd be inclined to look closely at the relationship between the supplier and the Adobe exec who signed off the order for it...

[Jethro]

Tom - The store will give you that general reply regarding the 30 days. I suggest you contact the CEO customer service department. And explain the situtation - the product is defective.

I was told the same thing about the 30 days. I will now give them 30 days until my credit card is refunded. Then I goto my State's Attorney General. File a complaint and explain that the product is defective and should not have been released. At least 70 other people have the same problem. After reading the posts on this forum:Conclusion- Adobe 6 has problems and interferes with other applications. I will settle with Version 5, it works.

[Scott R Jacobs]

Interesting - after I installed 6.0 my Strobe XP 2000 won't scan properly - it freezes after having scanned the image from a page with the progress dialog showing a Processing image title message.

I have not tried scanning outside Paperport yet.

[Tom J N]

Jethro
As for the 30 days, The store, it was "purchased direct from Adobe". This don't give me any additional pull to go higher up on a refund claim, like was mentioned I agree the project was released to meet budget projections, and support is at the bottom of the list.

[Kevin Giberson]

Following up on my previous reply...and I do have the latest drivers for my HP scanner. Acrobat 6.0 still will not scan from the printer to the program, but i can put it in the printer, go to Acrobat 6.0, and create the scan from there. Yes, this definitely takes more time to get the scan going, but once it is going it comes out fine. Now I just have to figure out how to have it default to an 8-1/2" x 11" document as opposed to always having to change from the 8-1/2" x 14" default. Anyone know the quick and easy on this change?
Thus, it is less work to scan from Acrobat 5.0, but it can still scan fine from Acrobat 6.0 started from Acrobat itself each time. Of course, if your printer is not close to your computer, that could be a real hassle.
Kevin

[Ross_D]

I just bought 6.0 and tried to scan with my HP OfficeJet v40 multipurpose product. It creates two short 1" blank pages, then scans the document ok, then creates unending short 1" blank documents until you cancel the scan. This means I have to delete several blank pages just to get one page. v.4.0 had no such problem.

[Ross_D]

Note that there are problems with SEVERAL BRANDS AND TYPES OF SCANNERS. When people are posting messages that Fujitsu and Canon are coming out with new drivers, don't count on a solution to this. Obviously, the problem is with Adobe's software. You don't put out software and expect everyone to update their drivers to clear your mistakes.

[Tom J N]

Ross_D

I agree that it is Adobe's issue to correct the mistakes. I am a Canon user teh scanner scans properly in all programs except Adobe Acrobat. Why would Canon repair their drivers for only one program whan all other programs work properly. One woud think a driver rewrite or correction could possibly create additional problems with other programs for them (Canon)

[yauza]

I am able to use Acrobat 6.0 to scan but it often hangs after it finishes scanning all the pages. The scanned pages will not render and Acrobat 6.0 will hang. I have to end task on Acrobat 6.0 and the hpXXXXX applications from Task Manager and retry scanning and it would work the second time. I normally scan from within Acrobat by going to Create PDF, From Scanner.

I use:

WinXP Professional SP1
Acrobat 6.0 Standard (upgraded from 5.05)
HP LaserJet 1220se with Auto Document Feeder

I had no problem scanning when using Acrobat 5.05 and Win2000 Prof.

[j jann]

I've just received the latest Adobe Technical Announcement for Acrobat email[Technical_A...@information.adobe.com]and there is NO mention of the scanning problems

At the very least they should have said 'there have been some reports blah blah and we are currently investigating blah blah'

Adobe are burying their head in the sand over this one, which is indicative of the communication with(in) the company as a whole I'm afraid.

p.s. the announcement of their XML Form product which is not even due out until spring 2004 smacks of desperation to me...