"find" function + open document by drag and drop = xchange unresponsive

[igorlima]

Hello!

I noticed that if I do the following:

1 - open a document on pdf x-change
2 - use the "find" function on the opened document to search something
3 - after I used the find function (or while the find function is being performed), If I open another document by dragging the file and dropping it in the xchange window,

the second file will open but the xchange will become unresponsive. For example: I won't be able to switch beteween tabs or select text or use any function. And I will only be able the close the program by using the task manager.

Tried that on version 9.2.359.0 and 9.3.361.0. Both had the same result.

Can anyone reproduce this? Or is it my machine?

Thank you for the support!

[Paul - Tracker Supp]

HI igorlima,

I am not seeing the behaviour, the Editor remains active for me. If you can take a memory/process dump while it is in this unresponsive state we may see something.

This KB is on doing the memory dump: https://www.pdf-xchange.com/knowle ... cess-dump1

And this one on using the file upload service to send us the dump file: https://www.pdf-xchange.com/knowle ... le-service

[igorlima]

HI igorlima,

I am not seeing the behaviour, the Editor remains active for me. If you can take a memory/process dump while it is in this unresponsive state we may see something.

This KB is on doing the memory dump: https://www.pdf-xchange.com/knowledgebase/459-How-do-I-create-a-dump-file-and-send-it-to-Tracker-Software-for-investigation#process-dump1

And this one on using the file upload service to send us the dump file: https://www.pdf-xchange.com/knowledgebase/321-How-do-I-upload-a-file-to-the-Tracker-Software-File-service

Hi, Paul

After you performed a search in a opened document using the "find" function did you immediately opened another document by clicking in its file, dragging to the xchange window and dropping it?

I sent the process dump file to the upload service. It's under a folder named "dump file igorlima 2".

Thank you for the support!

[Paul - Tracker Supp]

Hi Igorlima,

I certainly did do that. We had a few test it and it worked for all of us so we appreciate the memory dump.

We have the dump files and will investigate.

cheers

[igorlima]

Hi Igorlima,

I certainly did do that. We had a few test it and it worked for all of us so we appreciate the memory dump.

We have the dump files and will investigate.

cheers

I'm glad it worked for you.

I hope the dump file can give some clue on this issue on my end then.

Thank you for the support!

[Paul - Tracker Supp]

Hi again igorlima,

we are still unable to reproduce this here and I'm being asked if you can ensure that the process dump was done while the Editor is hung.

I saw something similar today, and I thought the Editor had hung, but it turned out to be waiting for a response to a dialogue that was buried below a munch of other windows.

Can you humour me, restart the PC and test this again with nothing else running? Then if it is definitely still doing it do another process dump while the Editor is definitely still in that state?

Please and thanks

[igorlima]

Hi again igorlima,

we are still unable to reproduce this here and I'm being asked if you can ensure that the process dump was done while the Editor is hung.

I saw something similar today, and I thought the Editor had hung, but it turned out to be waiting for a response to a dialogue that was buried below a munch of other windows.

Can you humour me, restart the PC and test this again with nothing else running? Then if it is definitely still doing it do another process dump while the Editor is definitely still in that state?

Please and thanks

Hi Paul

I restarted the PC and tested again with nothing running and I got the same issue again. I reset my xchange configurations to default but It didn't help neither.

This time I recorded me (please see video I sent in the email) doing the steps to make xchange unresponsive and getting the dump files. The new dump file was sent to the folder "dump files igorlima 2". It has a name of "PDFXEdit (2).DMP"

thank you!

[Chris - Tracker Supp]

Thanks igorlima,

We have the dump files and are looking into it.

[Paul - Tracker Supp]

and the video...

[igorlima]

Thank you, guys!

[TrackerSupp-Daniel]