Com Surrogate error on several computers

[John Carr]

We have been installing Nitro Pro PDF on our user's computers are a replacement to Adobe Acrobat DC.  When we install, we have used the deployment tool to create a mst file that does NOT install the Office addons.  

Several of our users are reporting a constant popup on their screen: COM Surrogate has stopped working.
Event Viewer shows this error:

Faulting application name: DllHost.exe, version: 6.1.7600.16385, time stamp: 0x4a5bc6b7
Faulting module name: npdf.dll, version: 12.7.0.395, time stamp: 0x5bfb50eb
Exception code: 0xc00000fd
Fault offset: 0x0056ea97
Faulting process id: 0xe6c
Faulting application start time: 0x01d574abf1adb7df
Faulting application path: C:\Windows\system32\DllHost.exe
Faulting module path: C:\Program Files\Nitro\Pro\12\npdf.dll
Report Id: 31d2cc6f-e09f-11e9-8820-542ae346940c

 

Troublshooting steps:

We have checked the add-ins for Microsoft Outlook and removed any Nitro addins found.
We have downloaded the Nitro Cleanup tool, ran it, rebooted and reinstalled Nitro.  Error still persists.
We have added the DEP exception.

This appears to be happening on both Windows 7 and Windows 10.

[Leslie V]

Hello @John Carr,

Thanks for reaching out to us!

I have created a support ticket for you so we can help you directly.

Cheers!

[John Carr]

Thank you.  We're also digging into this to see if we can find a solution.  I'm assuming I'll be emailed from support.