XChange Editor problem with Brother Scanner

[sparkyguy]

XChange Editor Plus 10.3.1
Recently replaced my all-in-one printer scanner with a Brother MFC-L3780CDW. If it makes a difference, the MFC has a static I/P assigned to it and is networked by ethernet cable to my wi-fi router. The MFC works perfectly fine with all the default Brother apps (print, scan & copy). However, when I try to do a scan from within XChange Editor the scanner will activate, begin to scan for maybe 2 seconds, then XChange Editor will crash back to desktop. I've played with most all the available options in XChange Editor under "Configure Presets" but can't seem to get it to function as it should. I also did an uninstall & reinstall for XChange Editor in case that was the cause of any conflict, but it did not change. As a work-around, I could use the Brother software to perform all my scans and then open the docs it creates with XChange Editor but that is obviously kind of clunky to do. Has anybody successfully mated a Brother MFC and XChange Editor?

[Daniel - PDF-XChange]

Hello, sparkyguy

Thank you for the report, If our app is crashing, and you are certain you are on the latest release (10.3.1.387) than the first thing we will need is a crash dump. Please follow the steps here to enable crash logging, and then reproduce the issue. Once the crash occurs, some files should appear which you can send to us here.
https://www.pdf-xchange.com/knowledgeba ... estigation

As they will likely be too large to email or upload on the forums, I have created a direct upload link for you without a size limit. This link will expired in 7 days, so let me know if you need more time.
[expired link]

Kind regards,

[Daniel - PDF-XChange]

Hello, again!

A quick followup after speaking with the Dev team.

1. Can you please confirm if you are running the 32 or 64 bit version of our software (This should match your windows installation, unless you are using a portable version of the Editor).
2. Are you using the "TWAIN" or "WIA" scanner mode.
3. If you are using TWAIN, and can change the values for the TWAIN driver Version, can you include a screenshot showing what is available?

On the 3rd point, it may be good to try scanning with each mode available, as one of them may work nicely while we try to find the cause of this issue.

Kind regards,

[sparkyguy]

Thanks for prompt reply. I'll create the log file and upload in next day or so.
I also forgot to mention that I'm running Windows 11 Pro.

Since originally posting, I found I CAN get a successful scan, but ONLY if I select "Custom Scan" instead of any of the other default options. I have no idea why. If it is useful, I created a screen dump of the "Custom Scan" window and attached it to this reply.

2024-07-17_171152.jpg

[Daniel - PDF-XChange]

Hello, sparkyguy

Thank you for getting back to me, I will keep an eye out for those logs, please let me know when they are present.
Along with that, could you open the "scanner settings", "scanner", and "twain ver" dropdown, and share a screenshot from each of those as well.

image.png

Kind regards,

[Alex - PDF-XChange]

Hello, sparkyguy,
to possibly fix and help us to investigate the issue, can you please do next:
1. Go to the Folder where the Editor installed (most chances "c:\Program Files\Tracker Software\PDF Editor\") and in subfolder "x64" rename the file twaindsm.dll to twaindsm.bak
2. Start the Editor, open the Custom Scan dialog and do a Process Dump (described in https://www.pdf-xchange.com/knowledgeba ... estigation)
3. If the problem persists and a crash still occurs, please do a new Crash Dump and send it to us for investigation - https://files.tracker-software.support/ ... 8kkyZQqEEM
Thanks in advance

[awobbsued]

Hello, we do have the same error with a Brother scanner when scanning with a twain driver. I have a dump file if you would like to see it.

[Stefan - PDF-XChange]

Hello awobbsued,

Welcome to our forums. First can you please confirm the version of our Editor used, the version of the printing drivers installed, and if using WIA vs Twain drivers for the device works differently?

If you are on the current latest version and have generated the dumps as per Alex's instructions two posts up, sure - we would be happy to take a look at those.

Kind regards,
Stefan

[awobbsued]

Hi,

The installed version is PDF-XChange Editor 10.4.3.391.

Yesterday, I showed the user how to switch to WIA, and since then, I haven’t received any reports of crashes.

[Stefan - PDF-XChange]

Hello awobbsued,

Glad to hear that WIA works for your user. We are currently at build 392, and there might also be newer drivers for the scanner device - so please consider updating at some point!

Kind regards,
Stefan

[motomen2]

I hope it is OK to resurrect this thread, because I have the exact issue as the OP, and actually the exact same printer model as well. I am having the same crashing problems when or just after scanning, and have been unable to resolve them. Can you help me walk through the process of resolving?

I am using PDF-Xchange Editor Plus (10.8.4.409).

[Daniel - PDF-XChange]

Hello, motomen2

Thank you for reaching out. Before anything else, each of the options mentioned above should still be tested. Especially, testing the use of the "WIA/TWAIN" driver mode, and directly reinstalling the scanner device, using driver installers from the manufacturers website.

Please let me know once both of those have been attempted, and the results.

Kind regards,

[motomen2]

Hi Daniel,

Thank you for your reply. I have been busy testing different configurations and settings, and I believe that I have found one that is working well, though not on the TWAIN default setting. I would like to be able to use that setting since it generally provides more features. I purchased this high-end scanner and would like to be able to leverage all its capabilities, and TWAIN is better suited for that.

Here is the setting that I am using for now, that works without crashing the software. It is using the WIA driver. Please let me know if you have some thoughts on how we can leverage the full TWAIN driver model.

Screenshot 2026-04-20 220925.png