PDF missing text/tables/images after inactivity, SD card

[chrisoutwright]

I noticed that after some time of inactivity some PDF (saved on a SD) begin to lose text sections mysteriously.
Sadly there is no shortcut to refresh a PDF or reload it in the viewer to my knowledge.
But why in the first place is this happening? I can only close and reopen the document to get the correct view.
Is this connected with the file path on an SD card? I am using a Surface Book 2.

I will try to change the path to the internal disk, but other programs do not experience this issue.
IS there a way to force a reload with a key shortcut or menu button?

[Patrick-Tracker Supp]

Hello,

Thank you for your post. It is possible that windows is putting the drive to sleep, or that some other function is causing an interruption. Please go to Help> About and let us know what version and build you are running so that we can investigate further.

Thank you!

[chrisoutwright]

The build used is: 7.0.323.2,
I have downloaded the current version and am testing this scenario at the moment.
I will respond at the end of the day (CEST) for the result.
I love this viewer (especially because of the ease to drag tabs out of the tab ribbon for new windows, and the crispness of fonts), also it works great with docear annotation (that is jump-to-page functionality).

I would also like to add that when the issue occured, not only text was disappearing, but also special font attributes (italic etc.) caused a word to overlap with others (i.e. got bigger and displaced or redrawn on top of the original text), or in the case of disappearing, mostly tables did stay.
A really mysterious behaviour when it occured, especially when it first wasn't that visible (e.g., headings disappeared first which were succeeded by a colon, which is not an immediately obvious glitch, and when scolling down algebra (e.g. equation sign but nothing else) was missing till it affected whole sections with tables staying till the end). Settings affecting the holding time of data in DDR did not improve the issue in the previous built.

It would be a shame if the problem persisted in the current built.

[Dimitar - Tracker Supp]

Hello chrisoutwright,


If this problem occurs again, please follow this procedure described here:

Please download the attached pxe_dump.zip and unpack it into an empty folder.
You will get 2 files:

procdump.exe (an utility to make advanced memory dumps, it is certified and signed by Microsoft)
pxe_dump.cmd - a batch script file to run this utility.

When you see this issue with the PDF Editor next time, please run pxe_dump.cmd script.
When it finishes work (a console window will close), you should get PDFXEdit.exe.dmp file in the script folder.
Please send us this file (zipped) to support@pdf-xchange.com.

Note: The created dump file will contain contents of the PDF documents opened in the Editor.
If you are concerned about privacy please try to reproduce the issue with non-confidential PDF documents.

pxe_dump.zip

(283.43 KiB) Downloaded 110 times

[chrisoutwright]

Thank you for the reply Dimitar,

so far the issue did not occur with the newest built.
I will nevertheless try to use the file you provided to create the dump using the affected older built during the week-end.
As the affected built is from December last year, it seems highly coincidental if the issue is cleared up if this problem hasn't been heard of before.
It may also be because of a faulty installation.

I will send the dump in the days to follow using a non-confidental document, if the issue arises of course with the older built again.

[Patrick-Tracker Supp]

chrisoutwright,

Thank you for the information. We have previously received reports of portions of text missing after the PC being idle for some time. Build 323.2 had some issues that necessitated we release updates rather soon after. It may very well be one of these issues that have caused this one to arise.

With any luck, I hope you will find that the latest (324.3) does not cause such an issue. If the issue does indeed persist with the latest builds please do send us the memory dump so that we can investigate further.

Thank you!

[netsonicyxf]

I also the same problem with PDF-XChange products.
The difference is the PDF is on the local or portable HDD.

It occurs in either v6 or v7, in either PDF-XChange Viewer or PDF-XChange Editor, in either Win7 or Win10.
and it's not PDF files specific.

The current version is PDF-XChange Editor Plus 7.0.324.3.

I have no such problem in other PDF programs, like Acrobat, Foxit, SumatraPDF

[TrackerSupp-Daniel]

Hello Netsonicyxf,
Can you clarify what you mean by

and it's not PDF files specific.

What other file types has this occured with?

[netsonicyxf]

The issue is not related to specific PDF files.

[TrackerSupp-Daniel]

Hello Netsonicyxf,
In that case, could you please follow dimitars above instructions, and send us the dmp files?
If they are sensitive, please send them via email to support@pdf-xchange.com

Hello chrisoutwright,

If this problem occurs again, please follow this procedure described here:

Please download the attached pxe_dump.zip and unpack it into an empty folder.
You will get 2 files:

procdump.exe (an utility to make advanced memory dumps, it is certified and signed by Microsoft)
pxe_dump.cmd - a batch script file to run this utility.

When you see this issue with the PDF Editor next time, please run pxe_dump.cmd script.
When it finishes work (a console window will close), you should get PDFXEdit.exe.dmp file in the script folder.
Please send us this file (zipped) to support@pdf-xchange.com.

Note: The created dump file will contain contents of the PDF documents opened in the Editor.
If you are concerned about privacy please try to reproduce the issue with non-confidential PDF documents.


pxe_dump.zip

[netsonicyxf]

The issue is gone after upgrade to 7.0.325.

[Will - Tracker Supp]

Awesome, glad to hear it!