Explorer crashes with enabled preview of PDF-documents

Forum for the PDF-XChange Editor - Free and Licensed Versions

Moderators: Tracker Support, TrackerSupp-Daniel, Paul - Tracker Supp, Chris - Tracker Supp, Vasyl-Tracker Dev Team, Sean - Tracker, Tracker Supp-Stefan, Ivan - Tracker Software

Post Reply
inga78
User
Posts: 35
Joined: Wed Jul 16, 2014 12:23 pm

Explorer crashes with enabled preview of PDF-documents

Post by inga78 » Tue Mar 12, 2019 12:47 pm

Hello,

randomly my explorer.exe crashes with enabled preview window showing PDF-documents.
Any time I click on the PDF-document, the explorer.exe hangs.

When I disable the preview in Explorer or disable "Preview-Handler" in the options, the Explorer
will not crash anymore. Reenable the preview window, explorer.exe crashes again.

Only after logoff the system and logon with new session, the Explorer keeps to be stable.

I'm running PDF XChange Editor (x64) in Version 7.0.328.2 in a Server 2016 (Build 1607) RDS environment.

The issue appears not every day, so it is not reproduceable.

In hope of any help
Inga

User avatar
Dimitar - Tracker Supp
Site Admin
Posts: 389
Joined: Mon Jan 15, 2018 9:01 am

Re: Explorer crashes with enabled preview of PDF-documents

Post by Dimitar - Tracker Supp » Wed Mar 13, 2019 8:29 am

Hello Inga,

Could you please go to this folder:

C:\Program Files\Tracker Software\Shell Extensions

...and start this file - XCShInfoSetup.exe

Then please make a screenshot of the window that will appear, and send it to us.

Regards.

User avatar
Giraffe
User
Posts: 180
Joined: Sun Feb 03, 2008 6:13 pm
Location: Northampton, England

Re: Explorer crashes with enabled preview of PDF-documents

Post by Giraffe » Wed Mar 13, 2019 9:06 am

Interesting - I use XYplorer and that crashes when selecting PDFs. Not always - just when I'm doing more complex operations involving 2 or more folders. Then have to start again.
I did find something about the Thumbnails View in XYplorer, but it wasn't specific enough to be of any help.

Running XCShInfoSetup.exe gives:
ShellExtensionsSetup.gif

inga78
User
Posts: 35
Joined: Wed Jul 16, 2014 12:23 pm

Re: Explorer crashes with enabled preview of PDF-documents

Post by inga78 » Wed Mar 13, 2019 12:26 pm

Hello Dimitar,

here is the screenshot.

Thank you.

Kind regards
Inga
Attachments
PDFXChange_Shell_ExtensionSetup.png

User avatar
Dimitar - Tracker Supp
Site Admin
Posts: 389
Joined: Mon Jan 15, 2018 9:01 am

Re: Explorer crashes with enabled preview of PDF-documents

Post by Dimitar - Tracker Supp » Wed Mar 13, 2019 12:41 pm

Hello Inga,

Could you please set all the values according to this screenshot and then restart your computer:

image.png

@Giraffe

I will make some tests at my end to see where the problem is with the XYplorer.

Regards.

inga78
User
Posts: 35
Joined: Wed Jul 16, 2014 12:23 pm

Re: Explorer crashes with enabled preview of PDF-documents

Post by inga78 » Wed Mar 13, 2019 12:48 pm

Hello,

I will get the attached error-message.

Do I have to be administrator to enable these settings ?

Kind regards
Inga
Attachments
PDFXChange_Shell_ExtensionSetup2.png

User avatar
Dimitar - Tracker Supp
Site Admin
Posts: 389
Joined: Mon Jan 15, 2018 9:01 am

Re: Explorer crashes with enabled preview of PDF-documents

Post by Dimitar - Tracker Supp » Wed Mar 13, 2019 12:54 pm

Hello Inga,

These settings are making changes into the registry and in the system,
so yes, you need to use an account that does have admin rights.

Regards.

inga78
User
Posts: 35
Joined: Wed Jul 16, 2014 12:23 pm

Re: Explorer crashes with enabled preview of PDF-documents

Post by inga78 » Wed Mar 13, 2019 12:59 pm

Hello,

hm, is there any other way to do this for all users on a start-script of the server ?

Kind regards
Inga

User avatar
Tracker Supp-Stefan
Site Admin
Posts: 13331
Joined: Mon Jan 12, 2009 8:07 am
Location: London
Contact:

Re: Explorer crashes with enabled preview of PDF-documents

Post by Tracker Supp-Stefan » Wed Mar 13, 2019 1:02 pm

Hello Inga,

Maybe you will be able to use this in a start up script?

How do I re-register the shell extensions

Cheers,
Stefan

inga78
User
Posts: 35
Joined: Wed Jul 16, 2014 12:23 pm

Re: Explorer crashes with enabled preview of PDF-documents

Post by inga78 » Fri Mar 15, 2019 11:38 am

Hello,

I have regshoted the changes and import them via startup-script.
Now any handlers are set (see attachment).

So I will wait, if explorer.exe crashes are fixed.

Kind regards
Inga
Attachments
image.png

User avatar
Will - Tracker Supp
Site Admin
Posts: 6673
Joined: Mon Oct 15, 2012 9:21 pm
Location: London, UK
Contact:

Re: Explorer crashes with enabled preview of PDF-documents

Post by Will - Tracker Supp » Fri Mar 15, 2019 11:46 am

Keep us posted!
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

User avatar
Giraffe
User
Posts: 180
Joined: Sun Feb 03, 2008 6:13 pm
Location: Northampton, England

Re: Explorer crashes with enabled preview of PDF-documents

Post by Giraffe » Sat Mar 16, 2019 8:52 am

Having changed mine to those there have been no crashes, BUT I haven't done any work with multiple files from several folders yet.
It's also difficult to know when a negative is stable.

User avatar
Giraffe
User
Posts: 180
Joined: Sun Feb 03, 2008 6:13 pm
Location: Northampton, England

Re: Explorer crashes with enabled preview of PDF-documents

Post by Giraffe » Sat Mar 16, 2019 3:08 pm

Just editing, then moving 3 PDFs to a folder - crash!
So, still happening.

User avatar
TrackerSupp-Daniel
Site Admin
Posts: 2248
Joined: Wed Jan 03, 2018 6:52 pm

Re: Explorer crashes with enabled preview of PDF-documents

Post by TrackerSupp-Daniel » Mon Mar 18, 2019 8:54 pm

Hello Giraffe,

Can you please confirm:
1. Do all the files come from the same source folder, and if not are you moving them one at a time, or using another functions to move them all at once?
2. What are the names of these files?
3. Are the files still open in the Editor before moving?
4. Does the same crash occur if you are using Windows Explorer instead of XYplorer?

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

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

User avatar
Giraffe
User
Posts: 180
Joined: Sun Feb 03, 2008 6:13 pm
Location: Northampton, England

Re: Explorer crashes with enabled preview of PDF-documents

Post by Giraffe » Tue Mar 19, 2019 9:52 am

1. Yes. Select the 3 and drag to the new folder.
2. DVLA_19-03-11_p1_of_3.pdf etc.
3. No.
4. Don't know - don't use it if I can avoid it.
Just tried in WE: select all 3, move up a level, move back - no crash. BUT - can't reproduce the crash in XYplorer, so it's intermittent.

User avatar
TrackerSupp-Daniel
Site Admin
Posts: 2248
Joined: Wed Jan 03, 2018 6:52 pm

Re: Explorer crashes with enabled preview of PDF-documents

Post by TrackerSupp-Daniel » Tue Mar 19, 2019 6:20 pm

Hello Giraffe,

Thank you for the confirmation. If you cannot reproduce this crash in WE, then the issue likely lies within XYp instead, however as you said this is intermittent, we cannot confirm that just yet. Could you please try disabling our preview handler, and using XYp as usual for a while (a windows preview handler should take over if it exists on your system), and let us know if the crash persists?

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

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

User avatar
Giraffe
User
Posts: 180
Joined: Sun Feb 03, 2008 6:13 pm
Location: Northampton, England

Re: Explorer crashes with enabled preview of PDF-documents

Post by Giraffe » Wed Mar 20, 2019 5:17 pm

Will do. I did spend some time trying to find an answer from XYplorer. Some luck, but I didn't really understand the info. It seems to be something to do with the Preview somewhere.
One snag - no preview at all, now.

User avatar
TrackerSupp-Daniel
Site Admin
Posts: 2248
Joined: Wed Jan 03, 2018 6:52 pm

Re: Explorer crashes with enabled preview of PDF-documents

Post by TrackerSupp-Daniel » Wed Mar 20, 2019 5:23 pm

Sounds good, we are also trying to find a way to reproduce this locally (with windows explorer), but please do keep us posted on any new developments along the way.

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

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

User avatar
Giraffe
User
Posts: 180
Joined: Sun Feb 03, 2008 6:13 pm
Location: Northampton, England

Re: Explorer crashes with enabled preview of PDF-documents

Post by Giraffe » Wed Apr 03, 2019 7:56 am

Having done 'end-of-month' work there's been only one crash of XYplorer and that was when I selected 6 files to open and before I did anything to open them. All the other manipulations were OK.
I have PDFs selected in XYplorer's Preview list and, in Shell Extensions, only Preview Handler enabled - seems to be the minimum for thumbs to function.
So, better than it was but, as it's only one fairly intensive session, not very informative.

User avatar
Dimitar - Tracker Supp
Site Admin
Posts: 389
Joined: Mon Jan 15, 2018 9:01 am

Re: Explorer crashes with enabled preview of PDF-documents

Post by Dimitar - Tracker Supp » Wed Apr 03, 2019 12:12 pm

Hello Giraffe,

Have you tried contacting the XYplorer support about this crash?

They could gather more data about the crashing from their product, so we can identify the source of the problem.

I have done lots of tests but I could reproduce the problem at my end.

Regards.

User avatar
Giraffe
User
Posts: 180
Joined: Sun Feb 03, 2008 6:13 pm
Location: Northampton, England

Re: Explorer crashes with enabled preview of PDF-documents

Post by Giraffe » Thu Apr 04, 2019 7:53 am

Dimitar, do you have XYplorer? If not, Ihave the install exe of the last free version. It's on about 3.5MB if you want it.

There have been some threads in the forum but it seems unresolved last time I looked.
https://www.xyplorer.com/xyfc/search.ph ... mit=Search
http://bit.ly/2Uh5tHQ

User avatar
Dimitar - Tracker Supp
Site Admin
Posts: 389
Joined: Mon Jan 15, 2018 9:01 am

Re: Explorer crashes with enabled preview of PDF-documents

Post by Dimitar - Tracker Supp » Thu Apr 04, 2019 8:19 am

Hello Giraffe,

Yes, I do have it.

I installed it in order to try to reproduce the problem at my end.

But until now I did not manage to do so.

As far as I can see in their forum, they have found a workaround until they solve the problem:

"....install the 32-bit versions of either of these two!
..."


Regards.

User avatar
Giraffe
User
Posts: 180
Joined: Sun Feb 03, 2008 6:13 pm
Location: Northampton, England

Re: Explorer crashes with enabled preview of PDF-documents

Post by Giraffe » Thu Apr 04, 2019 11:58 am

In my case, both are 32-bit, so nowhere to go there. :cry:

Post Reply