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Lite Driver Issue on Windows 10 Home

Posted: Wed Jul 12, 2017 10:04 pm
by jeffp
I just incorporated the latest Lite driver 6.0.322.5 into our installer. I have had two reports from Windows 10 Home users that the driver will not install.

They get a message that says:

"Windows can't install the PDF-XChange V6 Printer Driver (Lite) kernel-mode print driver. To obtain a driver that is compatible with the version of Windows you are running, contact the manufacturer."

Does the latest build of the Lite driver not work on Windows 10 Home.

We didn't get any reports of this when we were distributiong 6.0.322.4

--Jeff

Re: Lite Driver Issue on Windows 10 Home

Posted: Thu Jul 13, 2017 9:40 am
by Tracker Supp-Stefan
Hi Jeff,

I've moved your topic to the correct section.

Are you installing the correct 32/64 bit version?
Also I presume this is the end user driver - as the Drivers API we provide is only for the fully featured standard one.

Regards,
Stefan

Re: Lite Driver Issue on Windows 10 Home

Posted: Thu Jul 13, 2017 2:12 pm
by jeffp
Yes. The end user installer. It is the PDFXChange Lite 32/64 zip installer found on this page.

https://www.tracker-software.com/product/downloads

The exe name is PDFXLite6.exe

This is the one I've been using for some time. I launch it with some custom params so that it changes the name to my product name. Been doing this for a while under my license agreement with you.

Today, just had another customer get the same error. He was running Window 10 Pro, so may not be just a Win10 Home thing after all.

Also, we installed in a several computers here in our office just to make sure, and it installed fine. Seems to be very isolated. Did that error message help?

For now, I've had him install the old version 4 lite driver which installed fine.

Have you seen this before?

--Jeff

Re: Lite Driver Issue on Windows 10 Home

Posted: Thu Jul 13, 2017 2:22 pm
by Paul - Tracker Supp
Hi Jeff,

I have seen this, just a few times but not often, and I have not to date found the cause for it. We have never been able to reproduce it here. Can you try the MSI installer and if it also has the issue use the command line to launch the installer with the logging switches /lvx!* C:\path\to\logfile.log and send us the log please? The logs from the exe are not as helpful.

regards

Re: Lite Driver Issue on Windows 10 Home

Posted: Thu Jul 13, 2017 4:05 pm
by jeffp
Will see what I can find out.

Re: Lite Driver Issue on Windows 10 Home

Posted: Thu Jul 13, 2017 9:11 pm
by jeffp
Ok. We installed it on another Windows 10 Pro machine here in our office and got the error. I then rolled back to the 6.0.322.4 build of the Lite Driver and reinstalled it on that same machine and it installed without the error. So initially it looks like it has something to do with the last build.

I'd be happy to do some more testing with this machine tomorrow to help you identify the cause of this. Just walk me through what you'd like me to do step by step.

--Jeff

Re: Lite Driver Issue on Windows 10 Home

Posted: Thu Jul 13, 2017 9:30 pm
by jeffp
Wait. It's likely another issue. We did some more testing and got the error even with Build 6.0.322.4 so my guess it is likely something a Windows update is causing.

Anyway, we uninstalled the driver and then ran the latest .msi install with the params you gave in this thread, and I have attached the log file below. I hope this will help id the issue here.

Another item to note, it seems that if you re-run the installer after getting the error, it goes through fine the second time.

Please let me know if you need us to help out in any other way since we now have a computer in house that we can replicate this issue on.
logfile.zip
(44.31 KiB) Downloaded 82 times

Re: Lite Driver Issue on Windows 10 Home

Posted: Mon Jul 17, 2017 8:27 pm
by jeffp
Any word yet on this one?

Re: Lite Driver Issue on Windows 10 Home

Posted: Tue Jul 18, 2017 11:01 am
by John - Tracker Supp
Hi Jeff,

i have given the dev member responsible a reminder and hope to have an answer shortly - thanks for your patience.

Re: Lite Driver Issue on Windows 10 Home

Posted: Mon Jul 24, 2017 2:08 pm
by jeffp
Have you been able to replicate this on your end?

Re: Lite Driver Issue on Windows 10 Home

Posted: Mon Jul 24, 2017 5:04 pm
by Roman - Tracker Supp
Hi Jeff,
This is known issue.
Please see this topic.

Re: Lite Driver Issue on Windows 10 Home

Posted: Mon Jul 24, 2017 5:26 pm
by jeffp
Will it be fixed in 6.0.322.6?

Re: Lite Driver Issue on Windows 10 Home

Posted: Mon Jul 24, 2017 6:09 pm
by Roman - Tracker Supp
Jeff, this is a bug in a Windows system module and Microsoft has already fixed it. For some reason, those customers still have an outdated version of this module.
Please read this post from the topic mentioned above.
Will it be fixed in 6.0.322.6?
We plan to add a check in the driver installer for this case and to update this system module if necessary. This will be available in the next build (322.6 or 323).

Re: Lite Driver Issue on Windows 10 Home

Posted: Mon Jul 24, 2017 6:40 pm
by jeffp
Thanks.

Re: Lite Driver Issue on Windows 10 Home

Posted: Tue Jul 25, 2017 7:20 am
by Will - Tracker Supp
:)