Completely blank window on load (build 324.3)

[pdfuser2021]

Hi,

I have started to encounter an issue with build 324.3 of PDF-XChange Editor on my Windows 7 x64 machine where I will double-click a PDF to open and PDF-XCE loads but the window is completely blank (light grey box). Only when I adjust the window size will it refresh and display the document and toolbar etc. This happens quite regularly and seems to only have started since installing build 324.3

Anyone else getting this? Will it be fixed in build 325?

Thanks.

[TrackerSupp-Daniel]

Can I ask if you are using the installer or portable version? and if you've checked for windows updates recently?

[pdfuser2021]

Can I ask if you are using the installer or portable version? and if you've checked for windows updates recently?

Hi Daniel,

I am using the installer version and my PC is fully up to date on Windows Updates and drivers (include display drivers).

Chris.

[TrackerSupp-Daniel]

This is an odd issue indeed,
Could you try uninstalling and then reinstalling using the downloaded installer instead of the updater and let me know if that solves it?
Link here: https://www.pdf-xchange.com/produc ... nge-editor

[pdfuser2021]

This issue has returned and happening nearly every time with build 325. I had done the uninstall / reinstall with build 324.3 and it appeared to have gone. When I upgraded using the upgraded to build 325 I found I wasn't able to open nearly any PDF when double-clicking. I uninstalled and reinstalled using build 325.1 and same thing happened.

I have now uninstalled and downgraded back to build 324.3 and it is working again. How can I troubleshoot what is happening with build 325.x?

[TrackerSupp-Daniel]

We are trying to test this in house, but as of yet have been unable to.
Can I ask what version of windows you are running, and if you know it, What your graphics processor and driver versions are?

Hopefully with this information we will be able to setup a virtual machine to replicate this issue on for the devs. Once we've replicated it, they will be able to investigate and hopefully have a fix shortly after.

[pdfuser2021]

Sure - its Windows 7 x64

Graphics: Intel HD Graphics 4000
Driver version: 15.33.46.64.4885

[TrackerSupp-Daniel]

Thank you for that Chris,
I've passed this along to one of my colleagues who has Virtual machines ready for this test.
He should be back in after the weekend, and will hopefully have an answer for us shortly after that.

[pdfuser2021]

Is there any update or information you need to help troubleshoot?

[TrackerSupp-Daniel]

Hello Chris,
Very sorry for the lack of response, this was a blunder on my part.
It seems it may be necessary to clear out all previous associations and settings our software may retain between installations, please follow the below instructions to do this:

This method has a few extra steps beyond uninstalling, so please follow them closely, and be sure to Restart the computer at every point it is detailed, this is crucial to the process working.

1. Please go to: Control Panel\Programs\Programs and Features in your system and uninstall everything that is published by Tracker Software Products
2. Once this is complete, please restart your computer.
3. Once restarted, please go to regedit.exe built into every windows computer. Find it by typing "regedit.exe" in search bar of your start menu.
4. Please delete the following registry entries. Only the "Tracker Software" folder and all its sub-folders. **Be extremely careful as a mistake could render your computer useless**
HKEY_LOCAL_MACHINE\SOFTWARE\Tracker Software
HKEY_CURRENT_USER\Software\Tracker Software
5. You can now close Regedit.
6. Please make sure there are no Tracker Software folders here: C:\Program Files.
7. If so, please delete it.
8. Restart your computer.
9. Now install the software:

1. Please run the appropriate installer:

Editor or Editor plus users: https://www.pdf-xchange.com/PDFXVE7.zip
PDF-XChange PRO users: https://www.pdf-xchange.com/PDFXPro7.zip

2. When asked by the installer, please choose PRO version, then, copy/paste your serial key into the field provided. Be sure to use CTRL+V to paste the key
3. Now complete the installation and restart your PC.

If this does not solve the issue, please export your settings to a file using File > Export settings, and then post them here.

[pdfuser2021]

Hi Daniel,

Unfortunately going through all these steps and installing 325.1, I have the same issue but worse in that I cannot open any PDF once PDF-XCE loads and PDF-XCE just hangs.

Is it safe to post the ".xces" file here (there is no personal information in the file) or can I email or PM it to you?

Thanks.

[TrackerSupp-Daniel]

The only potential personal information in our settigns files is the name of the directory that your signature files are stored in, you con upload them here if you choose without worry, or email us directly via support@pdf-xchange.com