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First use of editing tool (typewriter, signature...) freezes Foxit Reader

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  • First use of editing tool (typewriter, signature...) freezes Foxit Reader

    Hi, I'm a happy user of Foxit Reader for more than 10 years so congrats for the good work!

    I'm facing an issue on two different computers (Up to date Win10x64 on both): The first time I try to edit a pdf (typewriter, signature or other editions) FoxitReader freezes for ~20 seconds before being able to use it again. This behaviour does not occur after this first attempt.

    I've completely uninstalled Foxit Reader, removed all the key found in Regedit and reinstalled it, same result.

    I'd really love to be able to keep using Foxit Reader so do you know of a way to get rid of this bug ?

    Foxit Reader Version : 11.2.1.53537

  • #2
    niawag , We apologize for the trouble. Regarding this issue you mentioned, please help to provide us with the following information for further analysis:
    1:Your OS version (such as : Windows 10x64bit 20H2, 19042.985 build) .
    2: Did the issue start since you have upgraded your Foxit PDF Reader to the latest version 11.2.1 ?
    3:Did this issue happen to all PDF files or just some specific PDF file? Please help to send us one PDF file sample.
    4:Please help to enable the debug mode in Foxit PDF Reader and gather the glog files by doing the steps below:
    A:Go to "File" tab in Foxit PDF Reader > "Preferences" > "General".
    B:Under Application Startup , please check the option "Launch in Debug Mode", and click on the OK button to save the setting.
    C: Please try to replicate the same issue as usual. Once you replicate this issue, please close your Foxit Reader instantly, then navigate to the following folder to package all of the logs files for us:
    C:\Users\USER NAME\AppData\Local\Foxit PDF Reader\glog
    5: Please download tool from below link to gather dmp log file for us by doing the steps below:
    A: after unzip, you will get files 'GetFoxitDump.bat' and 'procdump.exe', please keep them in the same folder.
    http://sync-us.foxitsoftware.com/iss...11andabove.zip
    B:Try to reproduce the same issue again, when Foxit freeze, double click on GetFoxitDump.bat immediately, then you will get dmp file in the same folder, like FoxitPDFEditor_190904_173252.dmp,please send us the dmp file.
    C. If there is no dmp file created, please try the step B again until dmp file is created.

    Look forward to your reply.





    Comment


    • #3
      Hi Lisa_lee and thanks a lot for your help.
      1. Win10 pro x64 21H2 19044.1586
      2. No, the issue started some time ago, not sure when exactly but I think it was with foxit 10
      3. All pdf I think, dead simple or complex ones. I've downloaded this one to test it: https://www.w3.org/WAI/ER/tests/xhtm.../pdf/dummy.pdf
      4. Ok, I've attached the log
      5. Ok, I've attached the dump file
      All the files are available here (this forum wouldn't let me upload the dmp file): https://drive.google.com/drive/folde...3_?usp=sharing

      Since this problem is happening on two PCs with different settings (not the same Win10 build), do you want me to do the same on the other PC?

      Comment


      • #4

        niawag
        Thank you for your message. The issue has been submitted to our team for further investigation, any updates, we will keep you posted. ID:QCPHANTOM-29815.
        Since we still cannot produce the issue, would you please help to make a video that shows how to reproduce the problem for our referencing? Thank you in advance.

        Comment


        • #5
          Hi lyndi_wu I've recorder the issue and uploaded the video (2022-04-12-14-36-19.mp4) here: https://drive.google.com/drive/folde...3_?usp=sharing

          Comment


          • #6
            niawag Thanks! I've forwarded it to our team for reference, any update will inform you.

            Comment


            • #7
              Hi, I've heard that the beta version of Foxit Reader 12 may solve this bug, is there somewhere I could download an test it?

              Comment


              • #8
                niawag

                You could submit a ticket here: https://www.foxit.com/support/ticket.html?isReturn=1 to reach out to support team with your request. Or you may wait till early June to download the new version 12.0 directly from Foxit website. Thank you.

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