PC crashes when opening PDF online

[Steve_2]

If I open a PDF on my hard drive, Foxit does it perfectly and quickly. (Thank you many times over, Foxit.)

But if I click on a search result, and it's a PDF file, the computer locks up solid. No keyboard or mouse activity, so can't get to Task Manager and shut anything down. Only way to "recover" is to do a cold shutdown and reboot.

Not a happy time if I have a document open that hasn't yet been saved. As just happened.

Running Vista, 4GB RAM.

Otherwise, computer is rock solid. Never crashes.

Hoping someone has a handle on this. Thanks.

[CarlC]

Same problem, last 30 days or so, Vista with 2GB. Latest everything. Works OK with IE7.

Vista Pro, ZoneAlarmSS

[Maggie]

If I open a PDF on my hard drive, Foxit does it perfectly and quickly. (Thank you many times over, Foxit.)

But if I click on a search result, and it's a PDF file, the computer locks up solid. No keyboard or mouse activity, so can't get to Task Manager and shut anything down. Only way to "recover" is to do a cold shutdown and reboot.

Not a happy time if I have a document open that hasn't yet been saved. As just happened.

Running Vista, 4GB RAM.

Otherwise, computer is rock solid. Never crashes.

Hoping someone has a handle on this. Thanks.

Hello Steve_2, sorry for this inconvenience. Would you please give us more information to process?
1, a file sample with this issue.
2, a vedio of this issue.

Please send them to support@foxitsoftware.com. All the info you give us will be kept confidential and only for internal use.

Thanks and best regards!

[Maggie]

Same problem, last 30 days or so, Vista with 2GB. Latest everything. Works OK with IE7.

Vista Pro, ZoneAlarmSS

Hello CarlC, please send us info as Steve_2. We will do more to fix it.

Thanks in advance!

[Steve_2]

Maggie, you ask for a file sample and video.

Not exactly sure what you mean by "file sample," but it wouldn't matter, as the computer is completely unrsponsive to mouse and keyboard after the crash.

Reference "video," all it would show is a screen that doesn't change.

Please let me review what causes the crash.

1) I'm online. (If I use Foxit to open a pdf on my hard drive, there's no problem.)

2) I click on a pdf, either from a search engine's results or from a website (as just happened).

3) The pdf doesn't open. In fact, nothing changes on the screen.

4) I try to move the mouse cursor; no movement. I try to use the keyboard; nothing happens.

5) Not able to restart properly, I use computer's power switch. When the computer boots back up, it works perfectly -- until the next time I try to open a pdf online.

Have just come back from looking at the logs in Event Viewer. Found where I did the cold shutdown, but see nothing before that where the system froze.

Am thinking I need to uninstall Foxit and reinstall Adobe, and see what happens. Hate to do that, though. Hope your software engineers have something else I can try.

[Steve_2]

I should have added that the browser I'm using is IE7.

[christina]

Thanks Steve for the details.

This is a pretty particular issue. Could you find a crashlog file in the foxit reader installation folder? Would you please send it to us?