outlook pdf convert failed

[fredwangsap]

Hi All,

When I try to convert a outlook file to PDF using outlook addon, it will jump a message like "cannot load webpage".



do you have any idea to fix this issue.

Kind Regards
Fred

[fredwangsap]

Hi All,

I add more information here, I juse outlook 2016, and PDF Xchange pro V7.

Kind Regards
Fred

[TrackerSupp-Daniel]

Hello fredwangsap,

I am sorry to say this is a known issue, and at this exact moment in time I do not have a workaround for you. I've reached out to the dev team and am awaiting a response. Hopefully they can shed some light on the situation and help us find a solution.

Regards,

[TrackerSupp-Daniel]

Hello fredwangsap,
The development team have requested a copy of an email this happens with.
Could I ask you to send an email to us Support@tracker-sofware.com with one of these emails you have trouble with as an attachment?
As a workaround for the time being, Please try saving the email with only English characters and see if that helps!

[fredwangsap]

Thanks Daniel, I have sent mail to support email address

[TrackerSupp-Daniel]

Hello Fred,
Thank you for that, we've received the email and are investigating this case now.

[TrackerSupp-Daniel]

Testing on multiple machines I've thus been unable to replicate your issue,
You mentioned you are in V7, can you please ensure you have updated to Build 325.1 as well?

[fredwangsap]

Hi Daniel,

My version is 7.324.2

Kind Regards
Fred

[fredwangsap]

Hi Daniel,

even I upgrade to 7.325.1 (64bit), the issue is still exist. actually I also tried 32bit, it also error.

my outlook version is 32bit, 16.0.8431.2110.

Thanks!
Kind Regards
Fred

[fredwangsap]

add more information here, my windows verison is win10, 1703 (os build 15063.1088)

[TrackerSupp-Daniel]

Thank you for verifying that,
Can you also verify if the issue also happens when the file is saved with only English characters?

[fredwangsap]

Hi Daniel,

even sometimes only English Charateristics, the issue is still there.

thanks!
Kind Regards
Fred

[fredwangsap]

Hi Daniel,

I just add more information here, I don't think this issue is related to characters, because sometime even we have Chinese characters in the mail, the conversion is also sucessful.

thanks.
Fred

[TrackerSupp-Daniel]

Thank you for the helpful input fredwangsap,
Can you identify any pattern on the emails that do not work? Does the same email fail consistently, or does every email sometimes work? Do the failing emails contain attachments, or come from the same email address?
Hope to hear back soon!

[fredwangsap]

Hi Daniel,

if the file is failed, it's always fail, if success, always success.
I also tried to find the fail rules, but it's not easy, no regular pattern.

Kind Regards
Fred

[TrackerSupp-Daniel]

Hello fredwangsap,
Please run a repair of your office installation, test the issue, and if it is still present, follow these instructions to perform a deep-reinstallation of our software.

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.

Please go to: Control Panel\Programs\Programs and Features in your system and uninstall everything that is published by Tracker Software Products
Once this is complete, please restart your computer.
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.
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
You can now close Regedit.
Please make sure there are no Tracker Software folders here: C:\Program Files.
If so, please delete it.
Restart your computer.
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.

I hope this helps!

[fredwangsap]

Hi Daniel,

thank you for your suggestion, but even I did the deep-reinstallation (regedit, clean folder and so on).

the error still exist, so weird ...

thanks!
Kind Regards
Fred

[petersh]

I am also using version 7 on my Windows 10 computer. I don't see any issue when I convert from outlook to PDF.
I saw the error message is "Cannot load webpage", this may be because of Internet connection, or some specific webpages have been blocked on your computer. For example, the webpage for the font cannot be loaded
Cheer, Lazada Voucher Code at MHR

[Dimitar - Tracker Supp]

Hello petersh,

Thank you for the suggestion.
It is quite possible some remote content to be blocked or not accessible.

Hello fredwangsap,

Could you please try to disable your Firewall and try again to see if the problem still persists?

Regards.

[fredwangsap]

Hi All,

after I upgrade from windows 10 version 1703 to 1709, the issue is gone.

BTW: I make sure this issue is not relate to network (for example, the url can't be accessed).

Kind Regards
Fred

[Will - Tracker Supp]

Hi Fred,

Glad to hear it's gone! If the Windows update solved the problem, then it's almost certainly a Microsoft issue.

Thanks,

[fredwangsap]

maybe another reason is that: I also upgrade the MS office version to 16.0.9126.2259, 32 bit version.

[TrackerSupp-Daniel]

That certainly could be the situation, nonetheless, it would still have been a Microsoft issue.