Hey everyone! I'm dealing with clients who are encountering a strange error in an application provided by a vendor. The vendor insists that the issue isn't with their software but rather with the clients' systems. Initially, they claimed it was due to CPU issues, but now they're suggesting it might be related to the GPU or DirectX. The problem arises when clients try to upload a PDF file, and the event logs show multiple errors including an unhandled exception from .NET Runtime. I've attached details about the errors and some system specs below:
- OS: Windows 11 23H2 Build 22631.5335
- GPU: Intel GPU Version 32.0.101.6651
What's puzzling is that not all clients face the issue, even though they share the same hardware and software environment. I'm looking for guidance on where to begin troubleshooting. Any advice?
3 Answers
I’ve never faced this exact error, but it sounds like the issue could be related to the rendering of the PDF preview in DirectX. One suggestion would be to try disabling hardware acceleration on the affected PCs to see if that clears things up. You can find guides online on how to do this, just in case you're not sure how.
The software vendor really should take the time to improve their exception handling so that not everything just crashes. That way, you might actually get some useful error messages to lead you to the underlying problem. You should also check if the problem consistently occurs on the same machines or if there's any inconsistency. Have you tried testing with known good PDFs on the problematic machines? Creating a clean test PDF file might be a good troubleshooting step, too! Good luck!
Thanks for the tips! The vendor requires us to prove it's not our issue before they assist. The problem doesn't show up every time—I’ve seen some users get it every tenth upload, others every second. I'll try using the same PDFs on a machine that usually works.
This sounds like a classic case of a generic error. It might help to reinstall the application first. If that doesn't solve the problem, consider replacing or reinstalling the machine. The first log suggests that there's an unhandled issue within the software itself. Even though it occurs on some setups and not others, it could stem from driver problems or the rendering engine. Sometimes issues arise from how data is sent back and forth, potentially leading to application crashes.
It appears that this option is missing on our devices (HP Elitebook x360 830 G11), so I'm not sure we can do that.