crash Instant crash on merged screen

[Koutousov]

Hi,

I have three monitors, two of which are merged into a single screen using the Surround function of NVIDIA. Here is a screenshot of the configuration in NVIDIA:



This seems to cause several problem with your software when the the Reader is on the merged screen.

Some ads are not in the right format and go out of the designed place:


I also get an instant crash every single time I click on print when the window is on this screen. The report crash feature also crash, so I can't actually report it from the software.

Clicking on print on the merged monitor: https://i.imgur.com/N8anSMv.gif
Clicking on print on the single monitor: https://i.imgur.com/z1vTqYR.gif

Regards,

[joe_yang]

Koutousov

When you encountered Foxit Reader crash, before contact us please try


1. Perform a fresh re-installation follow below procedures:
1) Please close all Foxit Reader related programs (IE, Firefox...) then go to "Control Panel"->"Add/Remove Programs" to uninstall Foxit Reader.
2) Go to "Start"->"Run"-> input regedit -> find "HKEY_LOCAL_MACHINE\SOFTWARE\Foxit Software\ Foxit Reader 12.0" and "HKEY_CURRENT_USER\Software\Foxit Software\ Foxit Reader 9.0" to delete the whole folder of Foxit Reader 12.0.
3) Download install latest edition Reader directly from our website.
https://www.foxitsoftware.com/pdf-reader/

2. If crash persists, please go to below folder package all crash log files (CRASH.DMP, CRASHLOG.TXT and OCR_Exception.log) and provide to us along with OS information for analysis.
C:\Users\YourName\AppData\Local\Foxit PhantomPDF (for Windows 7 or above OS)
C:\Documents and Settings\Administrator\Local Settings\Application Data\Foxit Reader (for Windows XP OS)


And
Please send us sample document and screenshot of Reader version by go to help menu->about Foxit PDF Reader

[Koutousov]

Hi,

I uninstalled, cleaned all the registry keys and reinstalled. The systematic crash still occurs when priting on the merged screen.

Screenshot of the version:

Document: Any PDF will do.
Crash.DMP and crashlog.txt are in the zipfile. No OCR_Exception.log is present. As I mentionned in the first post. The crash only occurs when I click on print and the window is on the merged screen. It works fine on the single monitor. I can open a document, click print on the single monitor cancel and then move the window to the merged screen, click print again and it will crash on the same document.

The weird image format is harder to reproduce however.

Computer spec is in the dxdiag.txt on the first post.

Regards,

[joe_yang]

Koutousov
Thanks for the info.

For the issue I have just submitted bug report to related team for check.

Tracking# is QCPHANTOM-30901 .FYI

[Koutousov]

Thanks,

Koutousov
Thanks for the info.

For the issue I have just submitted bug report to related team for check.

Tracking# is QCPHANTOM-30901 .FYI

Is the tracking system publicly available?

[Lisa_lee]

Koutousov,The issue was reported on our internal bug tracking system which is only accessible for Foxit employees,so it's not publicly available. We will keep informed for any new progress about the issue or you also could write back to us with this report ID#CPHANTOM-30901 to track its processing status with our Foxit Support team.

[joe_yang]

Koutousov

Our team has fixed this issue and I sent you a download link for you to download install that version for test. FYI

[Koutousov]

Koutousov

Our team has fixed this issue and I sent you a download link for you to download install that version for test. FYI

Hi,

Downloaded and installed. The crash is fixed. I can't test the ads bug, since I don't think they will show up in the 15 days trial of the editor.


I notice a new bug however, the top bar is cut when the window is on the merged screen.

Window, when it's on my single monitor:

Same window when dragged on the merged monitor:

Both time, the screenshot was taken with alt+printscreen

Here a video of me dragging the window between the two monitor:

https://gfycat.com/raggedsmalladder

[cherry]

Koutousov

The newly found bug has also been escalated to Foxit QA team and Dev team for further investigation. Internal Report ID#: QCPHANTOM-31024. You may use this ID# to track the processing status here or sumbit a ticket to Foxit support center: https://kb.foxitsoftware.com/hc/en-us. Thank you.