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Explorer crash with Preview panel of PDF

Posted: Fri Apr 26, 2019 9:43 am
by Julien.E.PNS
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)

Re: Explorer crash with Preview panel of PDF

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

Re: Explorer crash with Preview panel of PDF

Posted: Tue May 21, 2019 8:41 am
by Julien.E.PNS
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 ??

Re: Explorer crash with Preview panel of PDF

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

Re: Explorer crash with Preview panel of PDF

Posted: Thu May 23, 2019 1:00 pm
by Julien.E.PNS
I didn't know this "XCShInfoSetup.exe"...
It seems there may be a way to solve my problem.
:roll:
image.png

Re: Explorer crash with Preview panel of PDF

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

Re: Explorer crash with Preview panel of PDF

Posted: Tue Jul 30, 2019 6:03 pm
by itler004
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?

Re: Explorer crash with Preview panel of PDF

Posted: Wed Jul 31, 2019 11:59 am
by Roman - Tracker Supp
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.

Re: Explorer crash with Preview panel of PDF

Posted: Thu Aug 01, 2019 10:06 am
by itler004
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).

Re: Explorer crash with Preview panel of PDF

Posted: Thu Aug 01, 2019 7:50 pm
by Paul - Tracker Supp
Hi itler004,

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

regards

Re: Explorer crash with Preview panel of PDF

Posted: Fri Aug 02, 2019 5:00 pm
by Alex-Tracker DevTeam
Hi itler004,
Thank you for providing useful information! Problem is fixed for the next release.

Re: Explorer crash with Preview panel of PDF

Posted: Sat Aug 03, 2019 2:02 am
by Alex-Tracker DevTeam
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!

Re: Explorer crash with Preview panel of PDF

Posted: Tue Aug 27, 2019 6:09 am
by itler004
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

Re: Explorer crash with Preview panel of PDF

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