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Explorer crashes with enabled preview of PDF-documents

Posted: Tue Mar 12, 2019 12:47 pm
by inga78
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

Re: Explorer crashes with enabled preview of PDF-documents

Posted: Wed Mar 13, 2019 8:29 am
by Dimitar - Tracker Supp
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.

Re: Explorer crashes with enabled preview of PDF-documents

Posted: Wed Mar 13, 2019 9:06 am
by Giraffe
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

Re: Explorer crashes with enabled preview of PDF-documents

Posted: Wed Mar 13, 2019 12:26 pm
by inga78
Hello Dimitar,

here is the screenshot.

Thank you.

Kind regards
Inga

Re: Explorer crashes with enabled preview of PDF-documents

Posted: Wed Mar 13, 2019 12:41 pm
by Dimitar - Tracker Supp
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.

Re: Explorer crashes with enabled preview of PDF-documents

Posted: Wed Mar 13, 2019 12:48 pm
by inga78
Hello,

I will get the attached error-message.

Do I have to be administrator to enable these settings ?

Kind regards
Inga

Re: Explorer crashes with enabled preview of PDF-documents

Posted: Wed Mar 13, 2019 12:54 pm
by Dimitar - Tracker Supp
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.

Re: Explorer crashes with enabled preview of PDF-documents

Posted: Wed Mar 13, 2019 12:59 pm
by inga78
Hello,

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

Kind regards
Inga

Re: Explorer crashes with enabled preview of PDF-documents

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

Re: Explorer crashes with enabled preview of PDF-documents

Posted: Fri Mar 15, 2019 11:38 am
by inga78
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

Re: Explorer crashes with enabled preview of PDF-documents

Posted: Fri Mar 15, 2019 11:46 am
by Will - Tracker Supp
Keep us posted!

Re: Explorer crashes with enabled preview of PDF-documents

Posted: Sat Mar 16, 2019 8:52 am
by Giraffe
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.

Re: Explorer crashes with enabled preview of PDF-documents

Posted: Sat Mar 16, 2019 3:08 pm
by Giraffe
Just editing, then moving 3 PDFs to a folder - crash!
So, still happening.

Re: Explorer crashes with enabled preview of PDF-documents

Posted: Mon Mar 18, 2019 8:54 pm
by TrackerSupp-Daniel
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!

Re: Explorer crashes with enabled preview of PDF-documents

Posted: Tue Mar 19, 2019 9:52 am
by Giraffe
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.

Re: Explorer crashes with enabled preview of PDF-documents

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

Re: Explorer crashes with enabled preview of PDF-documents

Posted: Wed Mar 20, 2019 5:17 pm
by Giraffe
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.

Re: Explorer crashes with enabled preview of PDF-documents

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

Re: Explorer crashes with enabled preview of PDF-documents

Posted: Wed Apr 03, 2019 7:56 am
by Giraffe
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.

Re: Explorer crashes with enabled preview of PDF-documents

Posted: Wed Apr 03, 2019 12:12 pm
by Dimitar - Tracker Supp
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.

Re: Explorer crashes with enabled preview of PDF-documents

Posted: Thu Apr 04, 2019 7:53 am
by Giraffe
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

Re: Explorer crashes with enabled preview of PDF-documents

Posted: Thu Apr 04, 2019 8:19 am
by Dimitar - Tracker Supp
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.

Re: Explorer crashes with enabled preview of PDF-documents

Posted: Thu Apr 04, 2019 11:58 am
by Giraffe
In my case, both are 32-bit, so nowhere to go there. :cry: