Excel: PDF-XChange 4.0 Toolbar not working

[helpdesk@sanacare.ch]

We have Office 2003 SP3 on Windows Terminalserver 2003 SP2 in use.
We have the problem, that in Excel 2003 the PDF-XChange 4.0 Toolbar is not working.
Instead of three Icons, sometimes there is just one, sometimes two icons and no dialog or printing functions through the buttons.
Deinstalling and reinstalling the newest version 4.0 Build 195 didn't help.

Thanks for your help!

[Tracker Supp-Stefan]

Hello helpdesk@sanacare.ch,

The behaviour you are experiencing is unusual, and the office add-in should be working the same way in all MS Office products.
I have asked one of our developers working on the add-in to take a look at this case, and he should post any comments he has a bit later directly here in the topic.

Best,
Stefan

[Corwin - Tracker Sup]

Hi,

Please try to install PDF-XChange through "Add/Remove Programs" in Control Panel.
Also do you have any other installed addins for office?

[helpdesk@sanacare.ch]

I did deinstall and reinstall PDF-XChange through "Add/Remove Programs" in Control Panel.
It still doesn't work.
We have no other OfficeAddins.

The same problem occurs in PowerPoint. There is never a problem in Word.

Reinstalling the complete Windows TerminalServer with the applications brought no change.

Found out by accident, that if I start an empty Windows Console (mmc.exe), the toolbar works fine in Excel and Powerpoint.
If I close mmc.exe, the toolbar won't work.

Can you help me?

Kind regards
Wolfgang

[Tracker Supp-Stefan]

Hello Wolfgang,

I discussed this case with both Sasha and our Project Leader, and we are all surprised that there is interference with mmc.exe so I have made a ticket for us to investigate this case:
#1057: Interference between our Office Add in and mmc.exe

If you are willing to help us get to the bottom of this, we can prepare a custom debug build for you, so that we can obtain some information about what is happening on your system and why is our add-in behaving in the way it does for you.
So if you want to help - let us know and we will prepare that debug build for you.

Best,
Stefan

[helpdesk@sanacare.ch]

Hello Stefan,

That would be great if you could prepare a debug build for us and we could solve this problem.
Just let me know, what I have to do.

Thank you very much and
kind regards
Wolfgang

[Paul - Tracker Supp]

HI Wolfgang,

I've indicated your desire to work with us on this to the development team. They will prepare the debug version and we will advise you here on the forum once it is ready.

hth

[Tracker Supp-Stefan]

Hello Wolfgang,

And apologies for taking us a bit longer to follow up on this case.

Our developers have asked you to follow these steps:
1) download DebugView: http://download.sysinternals.com/Files/DebugView.zip
2) set PDF-XChange in the directory "...\Program Files\Tracker Software\PDF-XChange 4\"
3) change the file "PXCOfficeAddin4.dll" into attached one (I've attached it here)
4) Run DebugView, and then run Excel. In the DebugView window logs should appear.
5) Close Excel and save DebugView logs into file.

And to generate the logs with mmc.exe running and stopped, and then please provide us with the logs.

Thanks,
Stefan

[helpdesk@sanacare.ch]

Hello Stefan,

I can't find the attached file "PXCOfficeAddin4.dll". There is no download available.

Can you help me?
Thanks!
Wolfgang

[Tracker Supp-Stefan]

Hello Wolfgang,

Ops seems like I failed to attach it properly last time.

Here it is again.

[helpdesk@sanacare.ch]

Hello Stefan,

Please find attached the two log files.
Please note, that with the new Debug-"PXCOfficeAddin4.dll", the error never happened. The Toolbar worked fine.

Kind regards
Wolfgang

[Tracker Supp-Stefan]

Thanks for the logs Wolfgang,

And for the good news that the problem is gone with the debug version.
I have updated the ticket now, and will leave it to our devs to check this and if everythign looks fine - to include the fix in the new build.

Best,
Stefan

[Tracker Supp-Stefan]

Hello Wolfgang,

Our devs did check the logs and everything looks fine. So they will include this fix in the next build (expected tomorrow).
We believe that everything will be fine but if there are any issues - please do come back to us immediately so that we can check it again.

Best,
Stefan

[helpdesk@sanacare.ch]

Hello Stefan,

I installed the new release "Version: 4.0196(Updated on 30 Jun, 2011)", but the error still exists.

If I replace the file "PXCOfficeAddin4.dll" with the Debug-PXCOfficeAddin4.dll it works...

Thanks for your answer.

Kind regards
Wolfgang

[Tracker Supp-Stefan]

Hi Wolfgang,

Checking this with the developer that was working on your case and provided the debug build.
We will post back here a bit later.

Best,
Stefan

[Corwin - Tracker Sup]

Hi Wolfgang,

It looks like some problem in your programs. Since we cannot even reproduce such problem it will be hard to say what may be the reason. One more suggestion - please try to reinstall MS Office and also install latest updates to it.

[Tracker Supp-Stefan]

Hello Wolfgang,

We haven't heard from you in almost two months so we assume that this case is resolved and are closing the ticket.
If you have any further comments - the topic in the forums will remain open and unlocked so you can post them here.

Best,
Stefan