Explorer crash with Preview panel of PDF

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Julien.E.PNS
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Explorer crash with Preview panel of PDF

Post by Julien.E.PNS » Fri Apr 26, 2019 9:43 am

Hi Everyone,
I've some trouble with my new computer.
I have the same problems of preview than this topic :
viewtopic.php?f=62&t=32156&p=131336&hil ... 10#p131336
Bug of preview pane appear after 1 or 2 hours of works. Currently, I've not identify, what could do it.
When I click on pdf file, explorer freezer and I only could close the window.
I will try build 331....

Bug disappear when :
Save all work and restart the engine.
Disable preview pane (but automatically come back if re-enable)
Change by an other pdf software...

Bug won't disappear :
Change parameter preference of previews


Before :
My Old computer (no bug) : Win 7 + Pdf Xhange Editor V6

Currently
My new computer (with bug) : Win10 (1809) + Pdf Xchange Editor V8 Build 330
My collegues computer (no bug) : Win10 (1803) + Pdf Xchange Editor V6 Build....

Julien (From France)
Last edited by Julien.E.PNS on Tue May 21, 2019 8:34 am, edited 1 time in total.

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Will - Tracker Supp
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Re: Explorer crash with Preview panel of PDF

Post by Will - Tracker Supp » Fri Apr 26, 2019 9:58 am

Hi Julien,

Thanks for the post - We're not seeing this here, so please let us know how you get on with build 331.

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

Julien.E.PNS
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Re: Explorer crash with Preview panel of PDF

Post by Julien.E.PNS » Tue May 21, 2019 8:41 am

Both still have the same bug.

My new computer : Win10 (1809) + Pdf Xchange Editor V8 Build 331
My collegues computer : Win10 (1803) + Pdf Xchange Editor V8 Build 331

I will wait the build 332. But if it not solve this problem, we will have to change.
May be we will have to run an old version (get back to V7)...

Are we alone ??

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Will - Tracker Supp
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Re: Explorer crash with Preview panel of PDF

Post by Will - Tracker Supp » Tue May 21, 2019 10:10 am

Hi Julien,

Can you please send a screen-shot of XCShInfoSetup.exe (double click to run and send a screen-shot of what you see) which can be found under C:\Program Files\Tracker Software\Shell Extensions?

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

Julien.E.PNS
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Re: Explorer crash with Preview panel of PDF

Post by Julien.E.PNS » Thu May 23, 2019 1:00 pm

I didn't know this "XCShInfoSetup.exe"...
It seems there may be a way to solve my problem.
:roll:
image.png

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TrackerSupp-Daniel
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Re: Explorer crash with Preview panel of PDF

Post by TrackerSupp-Daniel » Thu May 23, 2019 7:35 pm

Hello Julien,

It appears that your are currently using Adobe's preview handler, not ours.
I would first suggest changing this to our PDF-XChange preview handler, and if the crash still occurs, please try once more with "none" selected as the preview handler.
If the crash again occurs with "None" selected, you will wish to contact Microsoft about this issue. If the crash occurs with our handler, but not with "none", please let us know, and we will look at other possibilities.

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

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

itler004
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Re: Explorer crash with Preview panel of PDF

Post by itler004 » Tue Jul 30, 2019 6:03 pm

Sorry to hijack this thread, but I have the same problem and it's only been a few weeks since the last post...

Installed Editor 8.0.331.0 64bit on a Terminal Server (7.0.326.1 had the same problem). Most users log on early in the morning. Some afternoons the users experience Explorer hangs/crashes, that are resolved if they disable the preview pane - or simply don't open folders with PDF files. Reboot or waiting till next day also solves this.

Sometimes killing the Preview Handler Surrogate Host (prevhost.exe) helps, but not always and only for the first few users (if any).

Preview Handler is PDF X-Change (the users don't like the Adobe one)
PDF Preview.PNG
Unfortunately this doesn't happen every day on every server, and also only after a few hours, so reproduction is quite hard to impossible. But it happens often enough that my users grumble quite loudly.

Is there anything I can do to mitigate this?

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Roman - Tracker Supp
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Re: Explorer crash with Preview panel of PDF

Post by Roman - Tracker Supp » Wed Jul 31, 2019 11:59 am

Hello,

In order to collect more information on this issue please:
1. Download this ZIP file and unpack it to an empty directory.
2. Reproduce the explorer hang.
3. Run (double-click) dump.cmd. Wait until the console window closes.
You should have got Dumps subdirectory at this stage. Please send its content to us (zipped). See here on how to upload a file to the Tracker Software File Service.
Tracker Software Products

Please ZIP any files uploaded to this forum or they will not be posted !
You may also use a RAR or 7Z archive format

itler004
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Re: Explorer crash with Preview panel of PDF

Post by itler004 » Thu Aug 01, 2019 10:06 am

Hello,

the file is uploaded (filename itler004-Dumps-...). I hope 7z format is OK, it was quite a bit smaller that way and so earier to upload.

The user had two prevhost.exe tasks running according to the task manager (I attached a screenshot).

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Paul - Tracker Supp
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Re: Explorer crash with Preview panel of PDF

Post by Paul - Tracker Supp » Thu Aug 01, 2019 7:50 pm

Hi itler004,

thanks for that. Roman has a copy of your file(s). We will post here any updates.

regards
_________________
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.

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Alex-Tracker DevTeam
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Re: Explorer crash with Preview panel of PDF

Post by Alex-Tracker DevTeam » Fri Aug 02, 2019 5:00 pm

Hi itler004,
Thank you for providing useful information! Problem is fixed for the next release.

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Re: Explorer crash with Preview panel of PDF

Post by Alex-Tracker DevTeam » Sat Aug 03, 2019 2:02 am

Hi itler004,
If you would like to test fixed version of Shell Extensions, please provide your contacts to support@tracker-software.com
Thanks in advance!

itler004
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Re: Explorer crash with Preview panel of PDF

Post by itler004 » Tue Aug 27, 2019 6:09 am

Hi,

my colleague installed the fixed shell extensions during my vacation. Yesterday a user notified me that the explorer window with preview again was unresponsive (perhaps a bit different than before). Opening another explorer window was possible. Also after killing prevhost.exe everything clicked in the explorer window before the killing (with no response then) was seemed to have been automatically clicked afterwards.

I uploaded the dumps and also the Shell Extensions, in case they are not the newest.

Regards

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TrackerSupp-Daniel
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Re: Explorer crash with Preview panel of PDF

Post by TrackerSupp-Daniel » Thu Aug 29, 2019 10:00 pm

Hello Itler004,

My apologies for the delay getting back to you. I had hoped that waiting a few days for the files to be looked at would give us something detailed to offer. Unfortunately we have not yet found a resolution, and the Devs are still working with your log files to see what can be done to prevent this.

If we need more information, we will be sure to pop back into this thread and ask you right away, but for the time being, know we are still working on this.

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

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

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