Tracker Software created output telling me I am unregistered

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Christian Flatscher
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Tracker Software created output telling me I am unregistered

Post by Christian Flatscher » Fri Jan 17, 2020 5:37 pm

Hi,

I found a bug in PDF-XChange Editor and v8 Build 335.

In order to see where the issue lies I installed the previous v8 B328 by first removing B335 and then installing B328.

That worked fine.

Then I removed B328 and installed B335 again and I ticked the box "Add new key to the product" but did not add any new license.

But now the software creates PDF files saying that the software is not licensed. But the sofware itself says "You are registered."

Why is the software behaving in this way?
Why can a repair installation not solve this issue?

See attachments.

Please advise ASAP!

Thanks!

--Christian
test.pdf
(7.95 KiB) Downloaded 13 times
(image containing license information removed by administrator.) PLEASE DO NOT post license information on the public forums.

Christian Flatscher
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Posts: 47
Joined: Wed May 23, 2012 12:34 pm

Re: Tracker Software created output telling me I am unregistered

Post by Christian Flatscher » Fri Jan 17, 2020 5:41 pm

Last but not least, removing and adding the valid license key does also NOT work! :(

I am extremely upset!

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TrackerSupp-Daniel
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Re: Tracker Software created output telling me I am unregistered

Post by TrackerSupp-Daniel » Fri Jan 17, 2020 7:18 pm

Hello Christian,

As you hold a PRO license and did not mention which of our products you are having this issue with directly, I will assume that the issue is occurring when you Print to our PDF-XChange printers, is that correct?

If so, the issue is almost certainly that you have installed the wrong package and currently have the "lite" printer driver installed, which is not covered by a PRO license (the upgraded "Standard printer" should be used instead).

To resolve this, please completely uninstall all of our software and then run ONLY the installer available for that license key directly from your account page: https://www.tracker-software.com/login

Once the correct version of the software is installed, you should not find new stamps being applied to any documents.

To remove existing stamps, open the File in the Editor and click on Organize > Watermarks > remove all.

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

Support: <Support@tracker-software.com>
Sales: +1 (250) 324-1621
Fax: +1 (250) 324-1623

Christian Flatscher
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Posts: 47
Joined: Wed May 23, 2012 12:34 pm

Re: Tracker Software created output telling me I am unregistered

Post by Christian Flatscher » Fri Jan 17, 2020 9:49 pm

Thank you very much for your prompt reply, Daniel.

This did resolve my issue. I was completely unaware that I have by mistake downloaded and installed the wrong version.

Thanks again.

In the mean time I will investigate the other issue that I mentioned earlier in my post to see how solidly I can reproduce it.

Thanks and consider this issue as resolved.

Regards,

--Christian

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TrackerSupp-Daniel
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Re: Tracker Software created output telling me I am unregistered

Post by TrackerSupp-Daniel » Fri Jan 17, 2020 10:21 pm

Hello Christian,

From the wording, I thought that the "bug" you found was the licensing issue itself. If it was not, can you please describe what the issue was? I should note that build 335 is not the latest anymore, and a number of bugs present in it were resolved for 336.0. It is likely that the bug you discovered was already resolved in the latest update.

Regardless, if you can describe the issue I can check if it was reported fixed, or see if I can reproduce it here (two heads are better than one!).

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

Support: <Support@tracker-software.com>
Sales: +1 (250) 324-1621
Fax: +1 (250) 324-1623

Christian Flatscher
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Posts: 47
Joined: Wed May 23, 2012 12:34 pm

Re: Tracker Software created output telling me I am unregistered

Post by Christian Flatscher » Sat Jan 18, 2020 12:32 am

Thank you, Daniel.

I can confirm that the bug exists in the latest build of the software.

Please remind me how I can collect debug logs so that you can review these.

I will raise a new discussion forum entry.

Thank you and have a good week end!

--Christian

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TrackerSupp-Daniel
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Re: Tracker Software created output telling me I am unregistered

Post by TrackerSupp-Daniel » Sat Jan 18, 2020 12:45 am

Hello Christian,

Debug logs are only necessary for certain issues and (unless SharePoint related) generally require a special debug build targeted at gathering data on your exact issue. If you can describe what the actual issue is, possibly wish some examples and/or screenshots, we will determine an appropriate course of action for you to get the necessary information and go from there.

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

Support: <Support@tracker-software.com>
Sales: +1 (250) 324-1621
Fax: +1 (250) 324-1623

Christian Flatscher
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Posts: 47
Joined: Wed May 23, 2012 12:34 pm

Re: Tracker Software created output telling me I am unregistered

Post by Christian Flatscher » Sat Jan 18, 2020 12:56 pm

Hi Daniel,

I have raised a new problem report for the actual bug in

viewtopic.php?f=62&t=33754

Thanks!

Regards,

--Christian

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Tracker Supp-Stefan
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Re: Tracker Software created output telling me I am unregistered

Post by Tracker Supp-Stefan » Mon Jan 20, 2020 2:58 pm

Thansk for this Christian,

So let's continue the discussion on the issue itself in the other topic, and keep this 'resolved'. :)

Regards,
Stefan

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