Large File Freeze
Moderators: TrackerSupp-Daniel, Tracker Support, Paul - Tracker Supp, Vasyl-Tracker Dev Team, Chris - Tracker Supp, Sean - Tracker, Ivan - Tracker Software, Tracker Supp-Stefan
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- User
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Large File Freeze
Suddenly I have problems with PDF-XChange not opening large (>50 MB) pdf files. This presents a problem. Any help?
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- Site Admin
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Re: Large File Freeze
Hi, MaxBuck
Before we begin, can you please confirm that you are running the latest release of the software (9.0.354.0)? You can check the version and build you are running by clicking help > about within the Editor.
After that, if the issue is still present can you please confirm, is there a delay when opening smaller files, or only large ones? Also, you mention the software "freezes" when opening, and process to say that it "cannot" open large files. Does the application crash (as in close entirely without explanation) after some time of being frozen, or does it eventually finish opening the file after being frozen for some time?
Kind regards,
Before we begin, can you please confirm that you are running the latest release of the software (9.0.354.0)? You can check the version and build you are running by clicking help > about within the Editor.
After that, if the issue is still present can you please confirm, is there a delay when opening smaller files, or only large ones? Also, you mention the software "freezes" when opening, and process to say that it "cannot" open large files. Does the application crash (as in close entirely without explanation) after some time of being frozen, or does it eventually finish opening the file after being frozen for some time?
Kind regards,
Dan McIntyre - Support Technician
Tracker Software Products (Canada) LTD
+++++++++++++++++++++++++++++++++++
Our Web site domain and email address has changed as of 26/10/2023.
https://www.pdf-xchange.com
Support@pdf-xchange.com
Tracker Software Products (Canada) LTD
+++++++++++++++++++++++++++++++++++
Our Web site domain and email address has changed as of 26/10/2023.
https://www.pdf-xchange.com
Support@pdf-xchange.com
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- User
- Posts: 5
- Joined: Wed Jun 09, 2021 8:45 pm
Re: Large File Freeze
Yes, I'm running the current version. The program works fine on smaller files; when trying to open a 54-MB topographic map pdf downloaded from USGS, the program freezes. I then have to close it using Windows Task Manager, then reopen the program.
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- Site Admin
- Posts: 8616
- Joined: Wed Jan 03, 2018 6:52 pm
Re: Large File Freeze
Hi, MaxBuck
Okay, In that case, could I ask you to please send us an email, with a link to this topic, and then follow the steps here to create a "process dump" while the app is frozen (before your force close it). Then please use the uploads server mentioned in that article to zip and send us both the dump, and a copy of the document.
Our email address is support@pdf-xchange.com
Kind regards,
Okay, In that case, could I ask you to please send us an email, with a link to this topic, and then follow the steps here to create a "process dump" while the app is frozen (before your force close it). Then please use the uploads server mentioned in that article to zip and send us both the dump, and a copy of the document.
Our email address is support@pdf-xchange.com
Kind regards,
Dan McIntyre - Support Technician
Tracker Software Products (Canada) LTD
+++++++++++++++++++++++++++++++++++
Our Web site domain and email address has changed as of 26/10/2023.
https://www.pdf-xchange.com
Support@pdf-xchange.com
Tracker Software Products (Canada) LTD
+++++++++++++++++++++++++++++++++++
Our Web site domain and email address has changed as of 26/10/2023.
https://www.pdf-xchange.com
Support@pdf-xchange.com
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- User
- Posts: 5
- Joined: Wed Jun 09, 2021 8:45 pm
Re: Large File Freeze
Now I can't log into your file upload center. It tells me my username is invalid.
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- Site Admin
- Posts: 8616
- Joined: Wed Jan 03, 2018 6:52 pm
Re: Large File Freeze
Hi, MaxBuck
Did you use the username and password provided in the article? That system does not tie into any of our other authentication systems and it completely separate for security purposes.
Kind regards,
Did you use the username and password provided in the article? That system does not tie into any of our other authentication systems and it completely separate for security purposes.
Kind regards,
Dan McIntyre - Support Technician
Tracker Software Products (Canada) LTD
+++++++++++++++++++++++++++++++++++
Our Web site domain and email address has changed as of 26/10/2023.
https://www.pdf-xchange.com
Support@pdf-xchange.com
Tracker Software Products (Canada) LTD
+++++++++++++++++++++++++++++++++++
Our Web site domain and email address has changed as of 26/10/2023.
https://www.pdf-xchange.com
Support@pdf-xchange.com
-
- User
- Posts: 5
- Joined: Wed Jun 09, 2021 8:45 pm
Re: Large File Freeze
Just uploaded and email sent.
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- Site Admin
- Posts: 8616
- Joined: Wed Jan 03, 2018 6:52 pm
Re: Large File Freeze
Hi, MaxBuck
It seems that my colleague John has been facilitating your communication with the Dev team, and we are awaiting a copy of any document you can reproduce the issue with, so that we can continue the investigation. Could we ask again for you to upload any of these, and let us know when it is present?
Kind regards,
It seems that my colleague John has been facilitating your communication with the Dev team, and we are awaiting a copy of any document you can reproduce the issue with, so that we can continue the investigation. Could we ask again for you to upload any of these, and let us know when it is present?
Kind regards,
Dan McIntyre - Support Technician
Tracker Software Products (Canada) LTD
+++++++++++++++++++++++++++++++++++
Our Web site domain and email address has changed as of 26/10/2023.
https://www.pdf-xchange.com
Support@pdf-xchange.com
Tracker Software Products (Canada) LTD
+++++++++++++++++++++++++++++++++++
Our Web site domain and email address has changed as of 26/10/2023.
https://www.pdf-xchange.com
Support@pdf-xchange.com