Problem after upgrade to Adobe Reader XI

[Don_Pedro]

I'm using PDF-XChange Viewer 2.5.206 as my standard PDF reader and Adobe Reader as an alternative PDF application. Everything was fine until I decided to upgrade to Adobe Reader XI (from Adobe Reader X).

1) Adobe Reader is no longer shown as an alternate PDF viewer in the lower right corner of the PDF-XChange window. There is just an orange flash symbol ("no alternate PDF viewer available").

2) Every time I start PDF-XChange Viewer an alert box pops up ("Do you wish to allow your browser to display PDF files - using this application?"). I checked the box "do not prompt in the future" and clicked on "yes" (with administrative privileges). Still this alert box keeps showing up whenever the program is started. The appropriate PDF-XChange Viewer Plug-in is installed and activated in my browser (Firefox 16.0.1). O/S is Windows 7 (x64).

Is there some sort of compatibility problem with the new version of Adobe Reader XI ?

Thank you.

[Paul - Tracker Supp]

Hi Don,

thanks for the report. I just updated my Reader X to Reader XI and found that while I did get the prompt "Do you wish to allow your browser to display PDF files - using this application?" checking the box to "do not prompt in the future" was remembered in my case.

Similarly the alternative to use Reader XI is also working so I would suggest that it is not a generic issue but specific to your system set up.

Did you install Reader XI to the default location or a custom one? We look to the install location Adobe specify in the registry so even changing the default during their install should still work.

You should have a key in your registry HKEY_CURRENT_USER\Software\Adobe\Acrobat Reader\11.0\InstallPath What is the value of the sub-key 'Default'? Mine is for example C:\Program Files (x86)\Adobe\Reader 11.0\Reader

regards

[Don_Pedro]

Hi Paul,

thanks for the info. There is nothing special about my Adobe Reader and PDF-XChange installation. Everything is installed in the default folders.

However, there might be an issue with the handling of several user accounts. I have two accounts on my PC, a normal user account (without admin rights) and a special passwort-protected administrator account. I'm using the normal account most of the time. Program installations (for the user account) often require admin rights, so Windows will ask me for the admin account's password. Nevertheless, all program settings have to be made for the user account, not for the admin account.

There was no registry key HKEY_CURRENT_USER\Software\Adobe\Acrobat Reader\11.0\InstallPath for the user account. However, this key was present in the registry for the admin account (HKEY_USERS\S-1-5-.....[admin_account]...\Software\...), and the value ("(Default)" sub-key) was set to the proper program location (C:\Program Files (x86)\Adobe\Reader 11.0\Reader). I had to create this key manually for the user account (HKEY_USERS\S-1-5-.....[user_account]...\Software\...).

Now problem (1) is solved. There is a link to Adobe Reader in the lower right corner of the PDF XChange window showing the usual red Adobe logo, and switching to Adobe Reader is OK.

However, problem (2) remains unsolved. I still get the alert box after every start of PDF XChange Viewer, and my answer isn't remembered. As with problem (1), I am asked for the admin password before entering my answer.

So I believe this might be caused by a similar user/admin account incompatibility. Probably my answer is saved in the admin account's settings, not in those for the user account.

I there a similar registry key for triggering the alert box?

Best regards.

[Paul - Tracker Supp]

Hi Don,

look for a key "Show" in HKEY_CURRENT_USER\Software\Tracker Software\PDFViewer\Prompts\ConfirmDisplayPDFInBrowser it should be set to 0

Having said that, even in a multi-user environment each user should be able to save this setting. Let us know because we have reproduced something similar here.

In our case it wasn't just the preference on the dialog but the setting to default the Viewer plugin was actually not being set. I would be interested in seeing your entire HKEY_CURRENT_USER\Software\Tracker Software key for the non-admin user. Can you export that and send it to support@pdf-xchange.com?

hth

[Don_Pedro]

Thanks again.

look for a key "Show" in HKEY_CURRENT_USER\Software\Tracker Software\PDFViewer\Prompts\ConfirmDisplayPDFInBrowser it should be set to 0

This sub-key is present and set to 0. There is another sub-key "UserChoice" that is set to 6 (hex).

I have XChange-Viewer plugin 2.5.206 for Firefox (16.0.1). It is activated and working.

I would be interested in seeing your entire HKEY_CURRENT_USER\Software\Tracker Software key for the non-admin user. Can you export that and send it to support@pdf-xchange.com?

I will send you the requested key shortly.

Best regards.

[Paul - Tracker Supp]

Thanks Don_Pedro,

I have it and will see what I can determine today.

Regards

[Don_Pedro]

Please let me know whether there are any results.

Thanks.

[Paul - Tracker Supp]

Hi Don,

thanks for bumping me on this. I didn't find anything I wouldn't have expected. I had one of my specialists to take a look and he couldn't find a cause there either.

About the only thing we can do now is remotely connect to your machine and see if we can find something by poking around a little. If you want to do that please follow the directions in this article and let us know: https://www.pdf-xchange.com/knowled ... e-an-issue

thanks

[Don_Pedro]

Hello Paul,

thanks for your help, anyway. Sorry, remote access to my PC won't be possible. I will make some tests and posts the results here if I can find out something.

[Paul - Tracker Supp]

OK - well let me know if you need anything from me here.

regards

[cade perkins]

Hi Don,

look for a key "Show" in HKEY_CURRENT_USER\Software\Tracker Software\PDFViewer\Prompts\ConfirmDisplayPDFInBrowser it should be set to 0

...
hth

I was experiencing the exact same issue with the prompt... It would prompt me each time I started the viewer no matter what options I chose. I am using a limited account on Win7 32-bit. I had to set two registry values for it to finally stop asking me. The value "Show" did not exist in either key, so I created "Show" set to 0 in both keys:

[HKEY_CURRENT_USER\Software\Tracker Software\PDFViewer\Prompts\ConfirmDisplayPDFInBrowse]
[HKEY_CURRENT_USER\Software\Tracker Software\PDFViewer.IBrowser\Prompts\ConfirmDisplayPDFInBrowse]

BTW, this was not always a problem. I have been using the viewer for a couple years and it only started doing this in the past few months. Honestly, I don't recall when it started exactly, but within those months I have updated PDF-XChange Pro, Adobe Reader, Firefox (which has the PDF XChange extension), etc. Sorry that won't pinpoint the problem, but it shows that it happens when one of those software packages are updated, not necessarily on new installations.

(The issue is now resolved, so thanks for the info. But I wonder if both of these keys should exist.(?) I have updated/upgraded PDF-XChange Pro through a couple versions, sometimes with the installation very rocky, having to uninstall/re-install to get it working right. That's another story, but I wonder if that messed up the registry values. As far as I can tell, there was nothing in the registry or the security rights that should have prohibited the viewer from updating it.)

[Paul - Tracker Supp]

Hi Cade,

I have those also. I think that may have been a recent addition. It's good to have that documented on here for others to see.

Thanks for that!

[Megunfant]

I was experiencing the exact same issue with the prompt... It would prompt me each time I started the viewer no matter what options I chose. I am using a limited account on Win7 32-bit. I had to set two registry values for it to finally stop asking me. The value "Show" did not exist in either key, so I created "Show" set to 0 in both keys:

[HKEY_CURRENT_USER\Software\Tracker Software\PDFViewer\Prompts\ConfirmDisplayPDFInBrowse]
[HKEY_CURRENT_USER\Software\Tracker Software\PDFViewer.IBrowser\Prompts\ConfirmDisplayPDFInBrowse]

Unfortunately this solution is not working on my system (Windows 7 with standard user). I've added those keys but the software is still asking me.
The problem just happened after I've installed Adobe XI. Even after deinstallation of Adobe and the adobe Fireofx plugin it is still not working.

Is there any solution available now?

[Paul - Tracker Supp]

HI Megunfant,

have you tried an uninstall/restart/re-install with the lasted build (210)?

[livcyxingfoe]

I was experiencing the exact same issue with the prompt

[Paul - Tracker Supp]

HI livcyxingfoe,

well I think we would need to take a look at someone's system directly as we've been unable to reproduce the issue here. livcyxingfoe - can you confirm that this is happening in a current build of the Viewer (210) and if you can checked those reg keys?

If so and you are prepared to have one of our team remote into your PC to see what we can find please sign and send us the indemnity form you can find here: https://www.pdf-xchange.com/knowled ... e-an-issue and we'll see if we can arrange a time that suits us all to take a look first hand.

regards