Crashing for no apparent reason

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TBG
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Crashing for no apparent reason

Post by TBG »

We bought recently bought 12 licenses of PDF-X Editor for our small accounting firm. Now here we are in the depth of tax season, with us working 70 hour weeks, and the software keeps crashing -- causing us to lose our work.

I have confirmed that our users are running the most recent version.

The error message that pops up says: "The document ..... from file .... is no longer available and will be closed. Please check your network connection and attached data storage."

Our network connection is just fine. The storage is our main server (one year old) which is also just fine.

Can you please give us a quick fix for this?

Thanks!
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John - Tracker Supp
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Re: Crashing for no apparent reason

Post by John - Tracker Supp »

Can you please confirm from the 'Help -> About' window on the menu which Version/Build you are using please ?
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
Tracker Support
http://www.tracker-software.com
TBG
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Joined: Sat Apr 03, 2021 8:25 pm

Re: Crashing for no apparent reason

Post by TBG »

John, our version is 9.0.352.0
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TrackerSupp-Daniel
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Re: Crashing for no apparent reason

Post by TrackerSupp-Daniel »

Hi, TBG

Thank you for confirming that, looking back to your original post, the issue you have described is not a crash, but an interruption in the connection to the server/device that this file is saved on. If this was a crash, we could gather crash dump files to troubleshoot, but not in this case.

What you have described is a known issue which can occur if the connection to the file is interrupted, such as if you are operating on a wireless device and the wireless adapter goes to sleep, or if you are working remotely and your internet goes out momentarily.

Currently the only ways to avoid this is to ensure that you have a stable connection to the device which the file is stored on (generally this means disabling wireless adapters and using a wired connection), or saving a copy of the file locally to work on it, and then replacing it on the other resource when you are done. Since even a wired connection can be interrupted by some internet issues, we highly recommend saving a local copy of the files instead.

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

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