Large File Freeze

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MaxBuck
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Joined: Wed Jun 09, 2021 8:45 pm

Large File Freeze

Post by MaxBuck »

Suddenly I have problems with PDF-XChange not opening large (>50 MB) pdf files. This presents a problem. Any help?
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TrackerSupp-Daniel
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Joined: Wed Jan 03, 2018 6:52 pm

Re: Large File Freeze

Post by TrackerSupp-Daniel »

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,
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
MaxBuck
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Posts: 5
Joined: Wed Jun 09, 2021 8:45 pm

Re: Large File Freeze

Post by MaxBuck »

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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TrackerSupp-Daniel
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Joined: Wed Jan 03, 2018 6:52 pm

Re: Large File Freeze

Post by TrackerSupp-Daniel »

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,
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
MaxBuck
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Posts: 5
Joined: Wed Jun 09, 2021 8:45 pm

Re: Large File Freeze

Post by MaxBuck »

Now I can't log into your file upload center. :x It tells me my username is invalid.
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TrackerSupp-Daniel
Site Admin
Posts: 8439
Joined: Wed Jan 03, 2018 6:52 pm

Re: Large File Freeze

Post by TrackerSupp-Daniel »

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,
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
MaxBuck
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Posts: 5
Joined: Wed Jun 09, 2021 8:45 pm

Re: Large File Freeze

Post by MaxBuck »

Just uploaded and email sent.
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TrackerSupp-Daniel
Site Admin
Posts: 8439
Joined: Wed Jan 03, 2018 6:52 pm

Re: Large File Freeze

Post by TrackerSupp-Daniel »

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,
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
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