Specific PDF crashes multiple versions of Nitro but not Acrobat

[EPG]

Hello,

I have a specific PDF that opens fins in Acrobat reader, Chrome, and Edge but when I open it in Nitro,
it crashes. I've tried 3 different versions of Nitro( 9.5.4.22, 12.16.3.574,13.2.3.26) and the same symptom occurs.

Crash info from version 13.2.3.26 is below. 

Can you please help me figure out why this is happening?

I can provide the PDF in question but I'm not sure how to upload an attachment to the forum

Thanks in advance

 

 

Problem signature:

Problem Event Name: APPCRASH

Application Name: NitroPDF.exe

Application Version: 13.2.3.26

Application Timestamp: 5d8cf869

Fault Module Name: StackHash_f091

Fault Module Version: 6.3.9600.19464

Fault Module Timestamp: 5d6727f2

Exception Code: c0000374

Exception Offset: PCH_A0_FROM_ntdll+0x0000000000090D0A

OS Version: 6.3.9600.2.0.0.16.7

Locale ID: 1033

Additional Information 1: f091

Additional Information 2: f091d0dcbd6ab91d458468676732104d

Additional Information 3: 57a9

Additional Information 4: 57a909ebbd24e2a9b8d53e246cdcfed3

　

 

[Allain Umailin]

Hello @EPG,

Thank you for reaching out to us through our Community Forums!

In order for me to further assist you with your concern, could you please provide the following?:
-The serial number of your Nitro Pro 13. To send it via private message, hover your mouse on top of my name 'AllainU' and select 'Message'. 
-Does this happen with every file? If it is a single file, please send us the sample file (with sensitive information extracted) by sending me a private message so I can replicate it on my end. 
-Where are the files saved (local, a shared drive or an external drive) when you are trying to open? Can you check if you have the same issue when the file is saved locally?

Thank you very much in advance and I am looking forward to hearing back from you. 

[EPG]

@AllainU, I uploaded the info you requested two weeks ago.

Any update on this please?

 

 

[Allain Umailin]

Hello @EPG,

Thank you for your response and patience.

Using different builds of Nitro Pro, kindly note I was able to replicate the crashing issue.

To further investigate, could you please share to us how was this file created? Do you have control of the original file before converting to PDF?

I have checked its Document Property and I can see it was created using Lucid Software.

Thank you very much in advance and I am looking forward to hearing back from you. 

Edited October 31, 2019 by AllainU

[EPG]

The PDF's are being created by our marketing department on LucidPress.com

 

 

[Allain Umailin]

Hello @EPG,

Thank you for this information.

Using Lucid Pres Software, what is their workflow when saving to PDF format?

Could you please ask one member of their team to print the original file using their software by going to File > Print > Nitro PDF Creator?

Once the PDF is created, please try opening it using Nitro Pro.

Thank you very much in advance and I am looking forward to hearing back from you.