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Surface Pro 4 plus Surface pen plus Acrobat Pro DC Version 2018.011.20055 on Windows 10

Explorer ,
Aug 13, 2018

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Hello,

I've searched the forums and Google and I can't find an answer to my problem.

I've been using Acrobat perfectly well for a number of years and marking up all manner of pdf's from designers and lawyers in that time. Open the file and simply start marking up. No issues.

I had my Surface replaced recently due to a hardware fault and on re-installing Acrobat I cannot for the life of me work out how to auto-detect the pen again. I'm now stuck with having to choose the pen mark-up icon and 'pin' it to keep it in use.

Now doesn't recognise the eraser end of my surface pen and pressure etc no longer detected. I know it works because it's been my saviour for ages but I cannot work out what I'm doing wrong or how I managed to set it up before.

Can anybody help?

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Surface Pro 4 plus Surface pen plus Acrobat Pro DC Version 2018.011.20055 on Windows 10

Explorer ,
Aug 13, 2018

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Hello,

I've searched the forums and Google and I can't find an answer to my problem.

I've been using Acrobat perfectly well for a number of years and marking up all manner of pdf's from designers and lawyers in that time. Open the file and simply start marking up. No issues.

I had my Surface replaced recently due to a hardware fault and on re-installing Acrobat I cannot for the life of me work out how to auto-detect the pen again. I'm now stuck with having to choose the pen mark-up icon and 'pin' it to keep it in use.

Now doesn't recognise the eraser end of my surface pen and pressure etc no longer detected. I know it works because it's been my saviour for ages but I cannot work out what I'm doing wrong or how I managed to set it up before.

Can anybody help?

TOPICS
General troubleshooting

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7.7K

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Aug 13, 2018 0
Adobe Employee ,
Aug 14, 2018

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Hi,

As per the issue description mentioned above, you are facing issue with surface pen in Acrobat DC, is that correct?

Is your Surface Pen Driver updated to the latest available version? (You can find that Under Device Manager -> Human Device Interface -> Right Click and select 'Update Device Software...' )

Are you able to use that pen with other apps on your surface pro 4 ?

You may also refer to the following forum thread discussing the similar issue:

Surface 4 Pen not working correctly with Adobe Elements 15 after recent windows 10 update

Let us know if you need any help.

Shivam

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Aug 14, 2018 0
Explorer ,
Aug 14, 2018

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Thanks for the reply Shivam.

The issue seems to only apply to using my surface pen and acrobat Pro DC. My pen is working fine with everything else on my Surface pro 4 (acrobat is the only CC app I have installed).

I updated the device driver as you suggested. Was told the driver was up to date already. I've uninstalled and reinstalled acrobat to no avail.

All I'm able to do is use the pen to automatically scroll the page with the hand tool or I have to physically select the pen tool which then uses my pen tip, the eraser and my hand/ finger to mark-up the document.

It's pretty useless. I've tried going through all of the preferences and have selected/ deselected 'auto-detect pen hardware to enable mark-up' restarting each time. Nothing changes.

Is anybody else having the same issue? Is everybody else able to open a pdf and automatically start writing/ erasing etc with the pen with hand/ finger rejection all working fine? As I said on the original post it was working perfectly until I replaced the device due to a hardware fault. Now I'm stuck and if the only app I'm using no longer works my subscription is pointless.

Glenn

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Aug 14, 2018 0
Explorer ,
Aug 14, 2018

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PS: I had a read through the suggested forum thread but nothing there applies/ assists. Thanks for the reference though.

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Aug 14, 2018 1
New Here ,
Nov 13, 2020

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Nov 13, 2020 0
Adobe Employee ,
Aug 20, 2018

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Hi,

Try repairing Acrobat using "Repair installation" option under Help menu, reboot the machine after repair and check.

If that doesn't work, try uninstalling Acrobat DC using creative cloud desktop app , restart the computer and then reinstall Acrobat using the steps given here: Learn how to download your Adobe Creative Cloud apps

Let us know if you need any help.

Shivam

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Aug 20, 2018 0
Explorer ,
Oct 03, 2018

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I simply cannot get it to work the way it used to. Have uninstalled/ reinstalled numerous times through the cloud desktop app, restarting each time. Whenever the surface pen goes anywhere near the screen the only thing to happen is the little hand icon comes up. I've tried selecting and deselecting auto-detect pen in preferences and have been through all of the options trying to find something that may be the issue. I can't find anything. The only way I can mark-up a document now is by selecting the pen tool & pinning it. Even that doesn't work very well as the pin drops away after the first line is drawn and will only stay 'pinned' after the second or third attempt at selecting. The eraser end doesn't work at all. For that I have to go in and select the eraser tool which is only useable with the surface pen tip!! My whole pdf workflow is now clunky and pretty unusable as it is. I've now taken to using drawboard to mark up my documents but that is a travesty considering I pay for a full creative cloud subscription. I am disappointed and frustrated to say the least. Has no-one else had this issue? I see various people have marked the last comment as helpful. Did it solve this issue for them? It hasn't for me. If anybody could tell me how they solved it I'd be eternally grateful...

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Oct 03, 2018 1
Explorer ,
Oct 18, 2018

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So in the absence of being able to fix this issue I have just spent an hour chatting online with an Adobe Customer Service representative. Utterly pointless. I'm told (after an hour) that Adobe have decided to cancel all compatibility with the surface pen in recent updates... What? I have a suspicion that my customer service person had no idea what they were talking about. Can ANYBODY help?

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Oct 18, 2018 1
Community Beginner ,
Mar 09, 2019

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did you find any success? while going through my preferences settings i found that Adobe Acrobat (Non pro) does not even have that check box to " Enable pen hardware detection automatically". Can any body confirm if this is a bug on it's by design,  that free version is not supposed to have pen support?

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Mar 09, 2019 0
Explorer ,
Mar 13, 2019

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Capture.JPG

Unchecking this box solved my problem. Your problem might be fixed by checking this box.

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Mar 13, 2019 0
New Here ,
Feb 05, 2019

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If you get this figured out, let me know. I just re-upped my CC account and and having the same issue. It used to automatically switch to pen/pencil when writing on the screen and eraser when flipped around. Now when I use the pencil tool it's basically worthless.

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Feb 05, 2019 2
Explorer ,
Feb 17, 2019

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Anyone find a solution yet?

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Feb 17, 2019 2