PDFXChange Editor Pen delay

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kai_jh
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PDFXChange Editor Pen delay

Post by kai_jh » Fri Jan 25, 2019 10:38 pm

When I use the Pencil Tool to handwrite on a PDF with my Dell active pen, there is a delay whenever I touch the screen. The first fraction of a second of handwriting is not captured. Thus if I do hand writing, where you typically lift for gaps quite often, I have real trouble reading my own handwriting afterwards. When I use the exact same pen directly afterwards in PowerPoint's pencil function, there is no issue and very clear handwriting there. Thus I strongly believe this is an issue not with the Pen, Touchscreen or Dell, but within PDFXchange Editor Plus.
I have the "Keep Selected" activated (obviously) and the behavior occurs independently of having "Exslusive Mode" selected or not.
I use a licensed version of PDFXchange Editor 7.0 (Build 328.1).
Any help on how I could solve that?
Thanks
Kai

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TrackerSupp-Daniel
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Re: PDFXChange Editor Pen delay

Post by TrackerSupp-Daniel » Sat Jan 26, 2019 12:29 am

Hello Kai_jh,

Can you please take a screenshot of the Editor preferences, showing the "Performance" category.
After that, please press ctrl+Shift+Esc to open the task manager, and navigate to the Performance tab Let it sit for about 10 seconds, then use the Pen in the Editor for about 10 more seconds, and take a screenshot of the task manager after that so that we can see how much of the resources are in use.

Then please send us a document you have this issue in, and both of these screenshots, thank you!
Daniel McIntyre
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Tracker Software Products (Canada) LTD

Sales: +1 (250) 324-1621
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kai_jh
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Re: PDFXChange Editor Pen delay

Post by kai_jh » Mon Jan 28, 2019 7:27 pm

Daniel,
thanks for your quick response. I have marked the area where I used the Pen within the PDFXChangeEditor in the sreenshot I took from the TaskManager Performance window.
Thanks
Kai
Attachments
TaskmanagerPenUsage.PNG
DialogPerformance.PNG
New PDF Document.pdf
(10.9 KiB) Downloaded 25 times

kai_jh
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Re: PDFXChange Editor Pen delay

Post by kai_jh » Mon Jan 28, 2019 7:45 pm

I have filmed the behavior with my mobile phone demonstrating the effect (pay attention to the mouse cursor in hover mode, which is correctly displaying), comparing the Powerpoint Pen (where everything works) and the PDFXchangeEditor. These videos were taken on the same machine without any difference in other software running / system performance.

https://we.tl/t-aFOc6d4Ui8
Downloadlink with WeTransfer is valid for 7 days.

Thanks
Kai

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TrackerSupp-Daniel
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Re: PDFXChange Editor Pen delay

Post by TrackerSupp-Daniel » Tue Feb 05, 2019 5:06 pm

Hello Kai_jh,

Apologies for the delay, Myself and the Dev team have thus far been unsuccessful trying to reproduce this, and wanted to ask a few things.

1. What are the exact Makes and models of both your PC, and the Pen you are using?

2. What version of windows are you running?

3. Do you have all the latest windows updates installed? (if not please do so and let us know if the error persists)

Thank you!
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

Sales: +1 (250) 324-1621
Fax: +1 (250) 324-1623

kai_jh
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Re: PDFXChange Editor Pen delay

Post by kai_jh » Wed Feb 06, 2019 3:53 am

Hi Daniel,
I am using DELL equipment, a just few weeks old machine and pen:
Latitude 7285 2-in-1
16GB memory, i7-7Y75 2 cores 1.3GHz, MS Win10 Enterprise, 64bit OS, x64 based processor
The system info of Windows also states: "Pen and Touch: Pen and Touch Support with 10 Touch Points"

The Windows version of Win10 Enterprise is 1803 (Build 17134.556) with all updates installed, I double checked that, even no optional updates are pending. Also not in the Dell Driver update center.

The PEN is a DELL PN557W Pen with also new batteries.

As shown in the videos I uploaded, I doubt that it is a general PC / OS problem, as the behavior is specific to PDFXchangeEditor and everything works reactive in MS PowerPoint.

Thanks for analyzing this further, let me know if I can support / test further,
Kai

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TrackerSupp-Daniel
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Re: PDFXChange Editor Pen delay

Post by TrackerSupp-Daniel » Wed Feb 06, 2019 5:23 pm

Thank you for that Kai,

Everything we can do to minimize variables is important, even if it "doesn't seem like this could be the cause", it is important to consider every aspect.

We will let you know if anything else is needed!

All the best,
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

Sales: +1 (250) 324-1621
Fax: +1 (250) 324-1623

kai_jh
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Re: PDFXChange Editor Pen delay

Post by kai_jh » Wed Feb 20, 2019 11:24 pm

Daniel,
have you had the chance to analyze this any further? I am glad to help or provide further information, if you want to conduct further tests. I'd love to get this issue resolved soon, as I am using the pen alot with PDFXChangeEditor on the 2-in-1 machine.
Thanks
Kai

rhgould
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Re: PDFXChange Editor Pen delay

Post by rhgould » Thu Feb 21, 2019 11:17 am

I have just purchased a Lenovo Yoga 930 2-in-1 and am experiencing even worse problems with the pen (Lenovo active pen 2 - works perfectly in Office applications). Only about 40% of my pen movements appear on the screen. The OS is Windows 10 Pro 64-bit. As I need this for annotating mathematics assignments the pen has to work faultlessly. I would prefer not to change to another annotation application if possible.

rhgould
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Re: PDFXChange Editor Pen delay

Post by rhgould » Thu Feb 21, 2019 3:51 pm

Further to my message above, this is what I am getting trying to reproduce the material on the left:
PDF Ed + Pen.JPG

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TrackerSupp-Daniel
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Re: PDFXChange Editor Pen delay

Post by TrackerSupp-Daniel » Thu Feb 21, 2019 9:49 pm

Hello rhgould, and kai_jh,

We are still looking into this currently. As we do not have any of the aforementioned devices handy, and seem to be completely unable to reproduce this without them, reaching a resolution will take a considerably longer time than usual.
I do apologize for the delays in this regard, but there is not much we can do without being able to reproduce this handling in an active environment.

As soon as we are able to create an environment wherein we can reproduce this, I am certain that the Dev team will work a fix into the nearest build for you.
Until then, keep your fingers crossed!
Daniel McIntyre
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Tracker Software Products (Canada) LTD

Sales: +1 (250) 324-1621
Fax: +1 (250) 324-1623

Jano
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Re: PDFXChange Editor Pen delay

Post by Jano » Wed Feb 27, 2019 3:04 pm

Same here, testing PDF X-Change with Thinkpad Yoga 460, dommage... :roll:
The pen works as expected in Adobe Acrobat on the same machine.

kai_jh
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Re: PDFXChange Editor Pen delay

Post by kai_jh » Thu May 02, 2019 5:08 pm

Hello Daniel,

has there been any advance on reproducing this problem and finding a solution for it over the past two months?

Thanks
Kai

frankiea
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Re: PDFXChange Editor Pen delay

Post by frankiea » Thu May 02, 2019 6:48 pm

Looks like this is the same issue I posted about in the touchscreen forum - viewtopic.php?f=68&t=32450

But it doesn't look like they have a solution yet :(

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TrackerSupp-Daniel
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Re: PDFXChange Editor Pen delay

Post by TrackerSupp-Daniel » Thu May 02, 2019 8:32 pm

Hello All,
Terribly sorry we missed these posts earlier. Unfortunately the news is still unchanging. We have gone through a number of test machines and so far have still been unable to reproduce the issue locally.

Could I ask you each to post here your exact system specifications, including the version and build of windows, the exact make and full length product number (Lenovo has a help site explaining device model numbers). If you can discern which device is your stylus drivers from the windows device manager, it would be helpful to know what the name and version of the drivers installed are as well.

Kind regards,
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

Sales: +1 (250) 324-1621
Fax: +1 (250) 324-1623

frankiea
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Re: PDFXChange Editor Pen delay

Post by frankiea » Thu May 02, 2019 10:54 pm

Sure, here are my system details:

Lenovo Thinkpad X1 Yoga (1st Gen, Product #: 20FQCTO1WW)
Windows 10 Pro, Version 1803, Build 17134.706
Stylus comes with the Laptop (Lenovo branded), and is listed in Device Manager as "Wacom Device", Driver Version 7.6.2.17
PDF X-Change Version 8.0.331.0

Let me know if you need anything else.

kai_jh
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Re: PDFXChange Editor Pen delay

Post by kai_jh » Thu May 02, 2019 11:59 pm

My system details are:
Latitude 7285 2-in-1
16GB memory, i7-7Y75 2 cores 1.3GHz, MS Win10 Enterprise, 64bit OS, x64 based processor
Win 10 Enterprise Version 10.0.17763 Build 17763
Bios Dell 1.2.2

The PEN is a DELL PN557W Pen with also new batteries.
Driver: Wacom 7.5.2.19 "Dell Pen Device"

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TrackerSupp-Daniel
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Re: PDFXChange Editor Pen delay

Post by TrackerSupp-Daniel » Fri May 03, 2019 4:44 pm

Thank you both for these,
I have passed this up to the Dev team so that they can see about getting a machine like one of yours to try and reproduce the issue with all the same hardware. *Fingers Crossed!*

All the best,
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

Sales: +1 (250) 324-1621
Fax: +1 (250) 324-1623

frankiea
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Re: PDFXChange Editor Pen delay

Post by frankiea » Wed May 29, 2019 8:51 am

Hi Daniel - wanted to check in and see if you guys had success getting a repro of this issue and a potential fix?

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Will - Tracker Supp
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Re: PDFXChange Editor Pen delay

Post by Will - Tracker Supp » Thu May 30, 2019 9:38 am

Hi frankiea,

Thanks for the post - We currently have a pre-release build that we're asking users to test, should they be facing this issue, as it's not something that we can fully test locally. If you're interested in testing this release then please contact support@tracker-software.com directly.

Thanks,
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

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