Some hyperlinks get corrupted when printing

This Forum is for the use of End Users requiring help and assistance for Tracker Software's PDF-XChange Printer Drivers only - Please do not post requests for older versions of PDF-XChange or the PDF-Tools/OFFice2PDF applications here

Moderators: TrackerSupp-Daniel, Tracker Support, Chris - Tracker Supp, Vasyl-Tracker Dev Team, Sean - Tracker, Tracker Supp-Stefan

Post Reply
ANI
User
Posts: 55
Joined: Sat Dec 21, 2013 4:03 pm

Some hyperlinks get corrupted when printing

Post by ANI » Sat Feb 20, 2021 1:06 pm

Certain hyperlinks seem to get corrupted at least when a Microsoft Word document is converted to PDF/A-2u via the printer driver. The links in the original Word document work correctly.

The problem can be reproduced with PDF-XChange V8 as well as with 9.0 build 351.0. Please see attached examples of a corrupted hyperlink along with correctly working examples (A.pdf, B.pdf).

(Actually I have already sent e-mail to support about this problem in late January, but have not heard anything for almost three weeks despite asking for some feedback, so I thought to try this channel. I'm sorry if I'm too hasty here - I just remember the support having been very responsive in earlier times, and I got a bit worried if there are some problems in using that channel nowadays... I have already sent the corresponding .docx files to support; please check with Dimitar)
Attachments
B.pdf
(22.6 KiB) Downloaded 11 times
A.pdf
(39.67 KiB) Downloaded 10 times

Willy Van Nuffel
User
Posts: 1659
Joined: Wed Jan 18, 2006 12:10 pm

Re: Some hyperlinks get corrupted when printing

Post by Willy Van Nuffel » Mon Feb 22, 2021 5:36 pm

Hi,

It seems like your hyperlink goes over three different lines.

When using the Link Edit tool (in PDF-XChange Editor), I can see that the hyperlink should be correct for the second and the third part of the hyperlink but not for the first part. I hope that Tracker Software Support can give you an explanation for this.

On the other part, when you have a license for the PDF-XChange Standard printer, you should also have the 'add-ins' available for Word, Excel, PowerPoint, Outlook, ... In case you have installed these add-ins, you should have additional tabs/ribbons in the Microsoft Applications, with the name "PDF-XChange". In these toolbars there is an icon: "Convert to PDF" and also another icon "Edit Settings".
By default the option for converting hyperlinks is ON. Can you please try "Convert to PDF" and verify if it is a worthful alternative ?

Kind regards.

User avatar
Paul - Tracker Supp
Site Admin
Posts: 5198
Joined: Wed Mar 25, 2009 10:37 pm
Location: Chemainus, Canada
Contact:

Re: Some hyperlinks get corrupted when printing

Post by Paul - Tracker Supp » Mon Feb 22, 2021 11:25 pm

Hi ANI,

I do apologize for the poor response from the support email. We usually are pretty good at responding to these.

I looked and could not actually find any email from you current email address - so I have asked Dimitar to follow up on this since you appear to have already sent him the doc files.

sorry for the delay here.
_________________
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com

ANI
User
Posts: 55
Joined: Sat Dec 21, 2013 4:03 pm

Re: Some hyperlinks get corrupted when printing

Post by ANI » Tue Feb 23, 2021 8:21 am

Please remove the e-mail address from the above post.

User avatar
Dimitar - Tracker Supp
Site Admin
Posts: 923
Joined: Mon Jan 15, 2018 9:01 am

Re: Some hyperlinks get corrupted when printing

Post by Dimitar - Tracker Supp » Tue Feb 23, 2021 9:26 am

Hello Ani,

Thank you for contacting us again.

It seems that I have missed your previous email message.

I asked again our developers for an update about your problem and once they respond I will contact you again.

The email address was removed.

I apologize for mentioning your email address in a public topic.

Regards.

ANI
User
Posts: 55
Joined: Sat Dec 21, 2013 4:03 pm

Re: Some hyperlinks get corrupted when printing

Post by ANI » Wed Mar 10, 2021 6:41 am

I wonder if there are any news concerning this problem...

User avatar
Dimitar - Tracker Supp
Site Admin
Posts: 923
Joined: Mon Jan 15, 2018 9:01 am

Re: Some hyperlinks get corrupted when printing

Post by Dimitar - Tracker Supp » Wed Mar 10, 2021 1:03 pm

Unfortunately, there is still no news.

I can assure you that once this problem is resolved I will contact you.

Regards.

ANI
User
Posts: 55
Joined: Sat Dec 21, 2013 4:03 pm

Re: Some hyperlinks get corrupted when printing

Post by ANI » Fri Apr 02, 2021 3:16 pm

I must say that I'm somewhat confused...

I created the ticket to Tracker Support in January. Now it is April, and so far I have not heard anything about the investigation, not to mention about a solution or even estimated schedule for a fix. And to my understanding the nature of the problem should be pretty straightforward, if not even trivial to solve.

I have been using the product for years and have had has some issues in the past, too. However earlier the solution has been found in a reasonable timeframe, and I also have received at least some feedback from the support or development team on the progress or solution.

This is the first time that I remember having been contacted by the European Support, which makes me wonder if the European support is somehow isolated from the US support and the product development... (I hope that it is not the case, but if it is, it would not be the first time I have seen this happen when an American corporation extends its business to Europe).

I still have 600 days remaining in my maintenance agreement and I do hope that the days will not reach zero before something concrete happens... :(

User avatar
Paul - Tracker Supp
Site Admin
Posts: 5198
Joined: Wed Mar 25, 2009 10:37 pm
Location: Chemainus, Canada
Contact:

Re: Some hyperlinks get corrupted when printing

Post by Paul - Tracker Supp » Fri Apr 02, 2021 10:36 pm

Hi Ani,

I am sorry to hear of your frustration in this regard.

You said:
I created the ticket to Tracker Support in January.
Do you have a ticket number? I can look up the state of things if you post it here, or email it to support@tracker-software.com I am looking for something like the ticket posted here: viewtopic.php?f=62&t=29390#p117088

That is the only ticket I could find in our system that is associated with your email address.

We have both European and North American teams, and we work together. Who answers a post or email simply depends on who is on deck at the time.

Hopefully you can post the ticket reference here, else I am afraid it will be after Easter before I am likely to be in touch with the European team.
_________________
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com

Post Reply