Toolbars not showing up in Office 2013 (PRO build 308.2)

This Forum is for the use of End Users requiring help and assistance for Tracker Software's OFFice2PDF and MS Office Addin Applications - supplied with PDF-XChange.

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

Post Reply
geeffland
User
Posts: 34
Joined: Thu Jul 07, 2011 2:54 pm

Toolbars not showing up in Office 2013 (PRO build 308.2)

Post by geeffland » Wed Jul 23, 2014 6:23 pm

In Office 2013 the PDF XChange toolbar does not show up (Excel 2013, Word 2013, etc.)

I have uninstalled and reinstalled already...

Thanks,
Greg

User avatar
Will - Tracker Supp
Site Admin
Posts: 6673
Joined: Mon Oct 15, 2012 9:21 pm
Location: London, UK
Contact:

Re: Toolbars not showing up in Office 2013 (PRO build 308.2)

Post by Will - Tracker Supp » Wed Jul 23, 2014 9:50 pm

Hi Greg,

Thanks for the post - could you please go to File --> Options --> Add-ins in, i.e. Word and make sure that the plugin is activated? It should be by default but, if not, please try activating it.

Cheers,
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

Will Travaglini
Tracker Support (Europe)
Tracker Software Products Ltd.
http://www.tracker-software.com

geeffland
User
Posts: 34
Joined: Thu Jul 07, 2011 2:54 pm

Re: Toolbars not showing up in Office 2013 (PRO build 308.2)

Post by geeffland » Thu Jul 24, 2014 2:31 pm

FYI,

I am also using Windows 8.1 Update 1 (64 bit).

In the add-ins screen the PDF XChange add-in does not even show up. It also does not show up under any category using the "Manage" and "Go" buttons

Greg

User avatar
Will - Tracker Supp
Site Admin
Posts: 6673
Joined: Mon Oct 15, 2012 9:21 pm
Location: London, UK
Contact:

Re: Toolbars not showing up in Office 2013 (PRO build 308.2)

Post by Will - Tracker Supp » Thu Jul 24, 2014 2:33 pm

Hi Greg,

Can you tell me what installer you used, specifically?
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

Will Travaglini
Tracker Support (Europe)
Tracker Software Products Ltd.
http://www.tracker-software.com

geeffland
User
Posts: 34
Joined: Thu Jul 07, 2011 2:54 pm

Re: Toolbars not showing up in Office 2013 (PRO build 308.2)

Post by geeffland » Thu Jul 24, 2014 2:36 pm

I used the PDF XChange PRO 308.2 ZIP installer from your website. I will try again to uninstall, reboot, close all office apps, and reinstall.

User avatar
Will - Tracker Supp
Site Admin
Posts: 6673
Joined: Mon Oct 15, 2012 9:21 pm
Location: London, UK
Contact:

Re: Toolbars not showing up in Office 2013 (PRO build 308.2)

Post by Will - Tracker Supp » Thu Jul 24, 2014 2:38 pm

Hi Greg,

Do keep me posted, I'm keen to hear if the reinstallation does help.

Just a note, please be sure to restart after uninstalling and after installing.

Cheers,
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

Will Travaglini
Tracker Support (Europe)
Tracker Software Products Ltd.
http://www.tracker-software.com

geeffland
User
Posts: 34
Joined: Thu Jul 07, 2011 2:54 pm

Re: Toolbars not showing up in Office 2013 (PRO build 308.2)

Post by geeffland » Thu Jul 24, 2014 2:56 pm

So far the toolbars are showing up. I have had them before on this PC so I will keep an eye on it and see if they disappear again. But so far uninstalling 2012 Pro and Editor, reboot, reinstall from same ZIP file has worked. I will post back here if they disappear.

Thanks,
Greg

User avatar
Will - Tracker Supp
Site Admin
Posts: 6673
Joined: Mon Oct 15, 2012 9:21 pm
Location: London, UK
Contact:

Re: Toolbars not showing up in Office 2013 (PRO build 308.2)

Post by Will - Tracker Supp » Thu Jul 24, 2014 3:03 pm

Hi Greg,

Glad that did it - let us know if it happens again.

Cheers,
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

Will Travaglini
Tracker Support (Europe)
Tracker Software Products Ltd.
http://www.tracker-software.com

geeffland
User
Posts: 34
Joined: Thu Jul 07, 2011 2:54 pm

Re: Toolbars not showing up in Office 2013 (PRO build 308.2)

Post by geeffland » Tue Aug 19, 2014 2:52 pm

My PDF XChange toolbars have disappeared again from all Office 2013 products... Any suggested way to determine why they keep disappearing?

Thanks,
Greg

User avatar
Paul - Tracker Supp
Site Admin
Posts: 4885
Joined: Wed Mar 25, 2009 10:37 pm
Location: Chemainus, Canada
Contact:

Re: Toolbars not showing up in Office 2013 (PRO build 308.2)

Post by Paul - Tracker Supp » Tue Aug 19, 2014 4:15 pm

HI geeffland,

I saw a similar thing recently but the Add-In could be re-enabled from the Office Options - it was under COM Add-Ins . Are you seeing it in the Add-Ins in the Office Options this time?
_________________
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

geeffland
User
Posts: 34
Joined: Thu Jul 07, 2011 2:54 pm

Re: Toolbars not showing up in Office 2013 (PRO build 308.2)

Post by geeffland » Wed Aug 20, 2014 12:36 pm

It does not show up in either Word or Excel, not in the list as disabled and not in the COM Add-ins screen.

Thanks,
Greg

User avatar
Will - Tracker Supp
Site Admin
Posts: 6673
Joined: Mon Oct 15, 2012 9:21 pm
Location: London, UK
Contact:

Re: Toolbars not showing up in Office 2013 (PRO build 308.2)

Post by Will - Tracker Supp » Wed Aug 20, 2014 1:04 pm

Hi Greg,

When you reinstalled, did you re-download from our site, or did you reinstall from a locally saved copy of our installer?
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

Will Travaglini
Tracker Support (Europe)
Tracker Software Products Ltd.
http://www.tracker-software.com

geeffland
User
Posts: 34
Joined: Thu Jul 07, 2011 2:54 pm

Re: Toolbars not showing up in Office 2013 (PRO build 308.2)

Post by geeffland » Wed Aug 20, 2014 4:17 pm

The ZIP file was redownloaded from your site. The toolbar was showing up for a while but sometime over the last month it has been lost again...

User avatar
Paul - Tracker Supp
Site Admin
Posts: 4885
Joined: Wed Mar 25, 2009 10:37 pm
Location: Chemainus, Canada
Contact:

Re: Toolbars not showing up in Office 2013 (PRO build 308.2)

Post by Paul - Tracker Supp » Wed Aug 20, 2014 8:15 pm

Thanks geeffland,

so can you confirm that this is now build 309? That's the one on the website right now.

regards
_________________
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

geeffland
User
Posts: 34
Joined: Thu Jul 07, 2011 2:54 pm

Re: Toolbars not showing up in Office 2013 (PRO build 308.2)

Post by geeffland » Wed Aug 20, 2014 8:56 pm

The last download and reinstall was about a month ago... I will download build 309 and assuming it works will keep track each day to help narrow down why it might be disappearing.

User avatar
Paul - Tracker Supp
Site Admin
Posts: 4885
Joined: Wed Mar 25, 2009 10:37 pm
Location: Chemainus, Canada
Contact:

Re: Toolbars not showing up in Office 2013 (PRO build 308.2)

Post by Paul - Tracker Supp » Wed Aug 20, 2014 9:00 pm

Thanks geeffland,

do let us know, we've seen this a few times but to date have been unable to reproduce it. If it happens again would you be prepared to let someone take a remote look?

regards
_________________
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

geeffland
User
Posts: 34
Joined: Thu Jul 07, 2011 2:54 pm

Re: Toolbars not showing up in Office 2013 (PRO build 308.2)

Post by geeffland » Wed Aug 20, 2014 9:19 pm

I would have to check. Not sure I can let a non-employee remote control my computer. I am however willing to dig for whatever logs or other debug information that would be helpful.

John - Tracker Supp
Site Admin
Posts: 8201
Joined: Tue Jun 29, 2004 10:34 am
Location: Vancouver Island - Canada
Contact:

Re: Toolbars not showing up in Office 2013 (PRO build 308.2)

Post by John - Tracker Supp » Mon Aug 25, 2014 6:45 am

Hi,

I am afraid the only way to progress this is to be able to actually remote in to a machine where this can be replicated and we can actually see the issue occurring - as mentioned before - to date we have been unable to reproduce 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
Tracker Support
http://www.tracker-software.com

geeffland
User
Posts: 34
Joined: Thu Jul 07, 2011 2:54 pm

Re: Toolbars not showing up in Office 2013 (PRO build 308.2)

Post by geeffland » Mon Aug 25, 2014 12:30 pm

I don't think I am allowed to allow remote access for non-employees. Plus if the only way to fix it is to see it disabled you would have to login for multiple days until it just disappeared (which it did again today... was there end of day Friday, gone today).

Maybe a separate way to re-install the toolbar could be considered as a stop-gap for the issue.

User avatar
Will - Tracker Supp
Site Admin
Posts: 6673
Joined: Mon Oct 15, 2012 9:21 pm
Location: London, UK
Contact:

Re: Toolbars not showing up in Office 2013 (PRO build 308.2)

Post by Will - Tracker Supp » Mon Aug 25, 2014 6:21 pm

Hi geeffland,

It's not that we're looking to see it disabled, it's that we will need to login and look on your system, while the plugin is disabled, in order to ascertain why. Not being a developer myself, I cannot advise specifically on what checks would need to be performed.

But as John said, I'm afraid that if we cannot remote in to take a look, or reproduce this here, there is nothing that we can do help.

Is there anything that you can think of, however silly or small, that you believe may cause this and that we can dig into on our end?

Cheers,
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

Will Travaglini
Tracker Support (Europe)
Tracker Software Products Ltd.
http://www.tracker-software.com

Post Reply