6 Replies Latest reply on Oct 18, 2018 11:32 AM by gmasterton@mac.com

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

    gmasterton@mac.com Level 1

      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?

        • 1. Re: Surface Pro 4 plus Surface pen plus Acrobat Pro DC Version 2018.011.20055 on Windows 10
          Adorobat Adobe Employee

          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

          1 person found this helpful
          • 2. Re: Surface Pro 4 plus Surface pen plus Acrobat Pro DC Version 2018.011.20055 on Windows 10
            gmasterton@mac.com Level 1

            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

            • 3. Re: Surface Pro 4 plus Surface pen plus Acrobat Pro DC Version 2018.011.20055 on Windows 10
              gmasterton@mac.com Level 1

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

              • 4. Re: Surface Pro 4 plus Surface pen plus Acrobat Pro DC Version 2018.011.20055 on Windows 10
                Adorobat Adobe Employee

                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

                2 people found this helpful
                • 5. Re: Surface Pro 4 plus Surface pen plus Acrobat Pro DC Version 2018.011.20055 on Windows 10
                  gmasterton@mac.com Level 1

                  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...

                  • 6. Re: Surface Pro 4 plus Surface pen plus Acrobat Pro DC Version 2018.011.20055 on Windows 10
                    gmasterton@mac.com Level 1

                    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?