uploading a jpg image, the program crashes

[maurom31640618]

Hi,

I'm using a pc with win10 Enterprise 2015 LSTB. I have an issue with a pdf I created: when I try to upload an image in a defined box the program crashes. It works only with pdf files and not with jpg. I tried on other computers with the same result.

I created the pdf using Acrobat Pro DC.

Could you please help me fix the issue?

thank you

best regards

mauro

[Test Screen Name]

What crash message? Please give the exact result.

What app is being used to view (not create/edit)? Please give the exact full name and version, like " Acrobat Handler DC 2015.434.40212 (Classical)".

[maurom31640618]

hi,

you can find the crash message in the image below. It happens as soon as I select the image and click ok.

To open the pdf file I use Acrobat reader DC 2015.023.20070.

[maurom31640618]

would it be helpful to send you the pdf file?

[Test Screen Name]

You first mentioned Acrobat Pro, but your screen shot shows Reader. Does the problem happen in Acrobat Pro?

I notice that importing JPEG files is a brand new feature of Reader, older versions could not do it. So there may be a problem with the new feature.

I suggest you try with different JPEG files, from an entirely different place (perhaps downloaded from the web). It's more likely to be the JPEG than the PDF.

[try67]

Also, how are you "uploading" the file? Are you dragging and dropping it or are you using the file selection dialog?

I don't think the former is supported, if that's what you're doing...

[maurom31640618]

I've used acrobat Pro to create the file, and when testing it on Pro it works well, never crashes. When I move to Reader instead, it crashes every time.

I upload the picture clicking on the box and browsing. It doesn't allow me to drag&drop.

You're right, with some it crashes, with other doesn't. But then, it will be impossible to control the jpeg uploaded, I guess you understand that, especially if I don't even know what, within the jpeg, is causing the problem.

[try67]

Try opening the image file in a plain-text editor, like Notepad. What does the first few characters of the file say?

[maurom31640618]

I've tried a couple of jpg files, some of them didn't crash Reader:

ÿØÿá  Exif

ÿØÿá  Exif  MM *

here's what causes the issue:

ÿØÿí ,Photoshop 3.0 8BIM í

ÿØÿá .Exif  MM

[Test Screen Name]

These look like normal JPEGs. Now... You need to share the actual files. This is trickier than it sounds. Please don't post them as graphics to the forum, because the forum software will redo them; we won't see the original. Similarly anything else designed to share graphics may mangle them. Best might be to put a couple of bad files (with no sensitive info) in a ZIP file and share it with a file sharing site.

[maurom31640618]

ok, here it is the ZIP file:

WeTransfer

I tried on Mac, same probelm.

Hope you can find the issue. Thanks for support!

[Test Screen Name]

I can report that I see the same problem in Reader 2015.023.20070  on Windows. I've done some tests, and can reproduce the problem. Your JPEG was saved in Photoshop CC 2017. It is CMYK, and a CMYK JPEG will crash Reader. The same JPEG in RGB will not. This is a serious bug, since if Reader does not understand a file format, it should reject it with a clear message.

[Test Screen Name]

Please bear in mind that I do not work for Adobe; this is not a bug report and Adobe don't know about it, therefore won't fix it unless it is reported!

[maurom31640618]

thank you for your help! I actually haven't had a look at the typology of images.

How should I report the issue to Adobe? I thought this was the right place to do so!

[try67]

You should report it here: Feature Request/Bug Report Form

[maurom31640618]

did it! thank you for your support!