PDF file content blank out  SOLVED

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ChimaeraJLJ
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PDF file content blank out

Post by ChimaeraJLJ »

Hi,

I am using version 9.2, build 359.0.

I have updated it two days ago and have already encountered one technical problem:

I open a PDF file, and it is fine. When I open another PDF file, which will be displayed on another tab in the same window, I switch to that tab. However, after I stay on the active tab for a certain length of time and then switching back to the formerly opened tab, the content/pages on that file becomes blank, and minimizing and then maximizing or zooming in and out would not be able to bring the content back. The only solution is to close the file and then open it again.

This had never happened in the older versions of the software nor in other PDF software; it only occurs with this version of the XChange Editor.

Does any one know how to fix it?
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Paul - Tracker Supp
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Re: PDF file content blank out

Post by Paul - Tracker Supp »

HI ChimaeraJLJ,

thanks for the post. This is the first such report we have had of such a behaviour, it's definitely not a known issue.

Is this document specific? Does it only happen with certain documents or can you reproduce this with any document?

the content/pages on that file becomes blank, and minimizing and then maximizing or zooming in and out would not be able to bring the content back. The only solution is to close the file and then open it again.

It's not s "pre-renderng" issue then? Scrolling through the pages of the document does not trigger the content to appear?

When one document does this it the other one still functional? Does the Editor "hang" or become unresponsive?
Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
ChimaeraJLJ
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Re: PDF file content blank out

Post by ChimaeraJLJ »

Hi, Paul,

It is not a document-specific problem; it happens with many PDF files, and I could say that I could reproduce the issue with any PDF file.

Scrolling up or down the page does not bring the content back, either.

You have asked one good question: When I open more than one PDF files (displayed on different tabs in the same window), it seems that, based upon my experience, only one of the opened PDF files would have the blank out issue, whilst the other PDF files are still functional, and the editor does not 'hang' or become unresponsive - everything else is fine.

I am not sure why this problem occurs. I have checked all the settings and even reset the settings, but to no avail. I have also uninstalled and then reinstalled it, because I thought that it migh have been caused by the corruption of component(s) or file(s), but to no avail.

Sincerely.
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Paul - Tracker Supp
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Re: PDF file content blank out

Post by Paul - Tracker Supp »

Well the first thing I would suggest now then is to uninstall and re-install from one of our official installers.

Try this one and let us know if the issue persists?
https://www.pdf-xchange.com/ProV9.x64.msi
or if on an older 32 bit system use this one:
https://www.pdf-xchange.com/ProV9.x86.msi

I am keen to hear if that helps.
Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
ChimaeraJLJ
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Re: PDF file content blank out

Post by ChimaeraJLJ »

Hi, Paul,

Thank you for providing those links.

In fact, I downloaded my version from this official web page: https://www.pdf-xchange.com/product/downloads

I happened to come to realize that it could be a document-specific issue, particularly with this file (see the attachment).

I open this file (attachment) and then another file. I stay on another file (another tab in the same window) for about 15 minutes, and then I go back to the file (attachment), and its content becomes blank.

Perhaps you could try it yourself and figure out the issue. It is not easy to describe the issue completely in words. Sincerely.
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TrackerSupp-Daniel
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Re: PDF file content blank out

Post by TrackerSupp-Daniel »

Hello, ChimaeraJLJ

I am afraid that I have still not been able to reproduce the issue. Our of curiosity, did you uninstall the software, and then run the installers Paul sent as requested before? Though we mentioned ensuing you do so from our official site, the key point here was that this issue could be caused by an installation error, and reinstalling is an important first step.
If you have not already, please do uninstall the software, via the windows control panel, then restart your PC, and run the installer Paul provided above, to see if that rectifies the issue.

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
ChimaeraJLJ
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Re: PDF file content blank out  SOLVED

Post by ChimaeraJLJ »

Hi, Daniel,

Thank you for the solution. It did actually work. I uninstalled and then reinstalled the software, and it solved the issue.

Sincerely.
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Paul - Tracker Supp
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PDF file content blank out

Post by Paul - Tracker Supp »

:)
Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
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