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  • crash Instant crash on merged screen

    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:
    Click image for larger version  Name:	image.png Views:	2 Size:	53.1 KB ID:	190762


    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:
    Click image for larger version  Name:	image.png Views:	2 Size:	201.7 KB ID:	190763

    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,
    Attached Files
    Last edited by Koutousov; 09-06-2022, 03:29 PM.

  • #2
    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)
    Click image for larger version

Name:	dataurl050338.png
Views:	78
Size:	18.5 KB
ID:	190792

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

    Comment


    • #3
      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:
      Click image for larger version  Name:	image.png Views:	0 Size:	335.3 KB ID:	190801
      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,
      Attached Files

      Comment


      • #4
        Koutousov
        Thanks for the info.

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

        Tracking# is QCPHANTOM-30901 .FYI

        Comment


        • #5
          Thanks,

          Originally posted by joe_yang View Post
          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?

          Comment


          • #6
            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.

            Comment


            • #7
              Koutousov

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

              Comment


              • #8
                Originally posted by joe_yang View Post
                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:

                Click image for larger version

Name:	image.png
Views:	28
Size:	99.9 KB
ID:	191175Same ​window when dragged on the merged monitor:
                Click image for larger version

Name:	image.png
Views:	26
Size:	99.2 KB
ID:	191176
                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

                Comment


                • #9
                  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.

                  Comment

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