Losing settings upon program restart  SOLVED

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bitsplit
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Losing settings upon program restart

Post by bitsplit »

Hello,

Version 9.5 PDF-XChange refuses to store its settings. For example:
image.png
After changing any of these values and restarting the program, the values are reset to what's on the screenshot. When opening a PDF, it is always zoomed in to fit the screen, whereas I want it to be 100%, regardless of having opened the PDF before.

Also, in multi-monitor environments, the program does not remember the screen it was last open on anymore. That worked before (e.g. I close the program, a window was open on my left screen -> when I start the program I excpect it to start on the left screen).

Any solutions? Thanks!
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Dimitar - Tracker Supp
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Re: Losing settings upon program restart

Post by Dimitar - Tracker Supp »

Hello bitsplit,

Welcome to our Forum.

The original installer of version 9.5.367.0 had an issue that caused the PDF editor to install incorrectly.

We later fixed this problem and re-uploaded the installers.

Please download your product again and re-install it:

https://www.pdf-xchange.com/product/downloads

This should fix the problem you are experiencing.

Regards.
PeterBern
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Re: Losing settings upon program restart

Post by PeterBern »

no, same problem here with your latest installer rev. {509E7E05-9B41-4642-BC5A-153AAAEEB5F1}
thank's for your support and the great software
best wishes
Peter
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TrackerSupp-Daniel
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Re: Losing settings upon program restart

Post by TrackerSupp-Daniel »

Hello, PeterBern

Our application saves its settings to the windows Registry upon closing, and re-loads them upon restart. The only time that this would not happen is if you have a registry cleaner or security software which is preventing these changes from being saved, or if the application is not closing properly, but instead being force closed or crashing, which prevents us from writing your settings changes.
Please check that you do not have any third party software preventing, or reverting registry changes (in other words, whitelist these keys):
Computer\HKEY_CURRENT_USER\SOFTWARE\Tracker Software
Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Tracker Software

Once you are sure that the software is not being impeded by any third party utilities, it should begin saving/loading your settings properly.

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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Paul - Tracker Supp
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Re: Losing settings upon program restart

Post by Paul - Tracker Supp »

Hi Peter,

do you know how to do a checksum on the installer you downloaded? This will verify whether the installer you used was the fixed one or not. Because we use a CDN (Content Delivery Network) copies of the installers get cached on servers around the world. It is quite possible that you got a "stale" installer.

When you download you should see a message like this with an MD5 checksum :
image.png
This shows how to do that at the command line: https://ladedu.com/how-to-verify-a-md5- ... indows-10/
image(1).png

Code: Select all

C:\Users\paul.PDF-XCHANGE\Downloads\PDFX\9.5.366.0>certutil -hashfile EditorV9.x64.msi MD5
MD5 hash of EditorV9.x64.msi:
bfb9da06dbfc9ae67e59162a0cc9d288
CertUtil: -hashfile command completed successfully.
Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
cove888
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Re: Losing settings upon program restart

Post by cove888 »

Hi, I have the same issue even though I have tried to do a clean install. The program does not remember the settings that I apply. I have never experienced such an issue in previous versions. I strongly believe this is a problem with the client/installer itself that needs to be addressed.
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Tracker Supp-Stefan
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Re: Losing settings upon program restart

Post by Tracker Supp-Stefan »

Hello cove888,

Can you please confirm that you have re-downloaded the installation package from our website?
As if you try to install from the same package that you originally downloaded - the problem will indeed persist.
We did reupload the installation packages a few hours after we noticed the issue initially, but have not changed the installer name - so you need to make sure that you do have the updated version.

Kind regards,
Stefan
PeterBern
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Re: Losing settings upon program restart

Post by PeterBern »

Paul - Tracker Supp wrote: Mon Mar 13, 2023 5:35 pm Hi Peter,

do you know how to do a checksum on the installer you downloaded? This will verify whether the installer you used was the fixed one
hi and thank you,

download from today E06F2619A82A979AE5A8A2415C86BE28 *EditorV9.x64 (2).msi
download from 11.March E06F2619A82A979AE5A8A2415C86BE28 *EditorV9.x64.msi
Screenshot 2023-03-14 151849.png
Best wishes
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TrackerSupp-Daniel
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Re: Losing settings upon program restart

Post by TrackerSupp-Daniel »

Hello, PeterBern and Cove888

And what about my mention of third party applications that can affect the registry? Anything from Avast to CCleaner and back to Norton can prevent or revert registry changes that we have made. Can you please confirm if you have any security or registry cleaning software running at the moment, and ensure that you have carefully inspected all the options they offer. If any of them allow for a "whitelist" feature, please do as I mentioned above and let me know if that helped.
TrackerSupp-Daniel wrote: Mon Mar 13, 2023 5:27 pm Please check that you do not have any third party software preventing, or reverting registry changes (in other words, whitelist these keys):
Computer\HKEY_CURRENT_USER\SOFTWARE\Tracker Software
Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Tracker Software
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
PeterBern
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Re: Losing settings upon program restart

Post by PeterBern »

TrackerSupp-Daniel wrote: Tue Mar 14, 2023 4:14 pm Hello, PeterBern and Cove888

And what about my mention of third party applications that can affect the registry?
Hi and sorry for not answering,
no, i'm not using this kind of software. OS is Win11, 22624.1391 Defender is installed, but completely deactivated via policy. It doesn't matter if i start the Editor as normal User or as Admin - same problem.
Best wishes
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Roman - Tracker Supp
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Re: Losing settings upon program restart

Post by Roman - Tracker Supp »

Hello, PeterBern and Cove888,
Please provide a screenshot of the Editor About window (Help-> About).

To make a screenshot of a window, press Win+Shift+S key combination, select Window Snip mode (on the toolbar above), and then click on the window. The screenshot will be copied to the clipboard.

Thanks.
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TrackerSupp-Daniel
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Re: Losing settings upon program restart  SOLVED

Post by TrackerSupp-Daniel »

Hello, PeterBern & everyone else encountering this issue.

So far the root cause of this issue is most commonly that the incorrect installer was used for the process. While the checksum can help in identifying which installer you downloaded, it does not help to identify which version is installed and running on your PC, for anyone running into this issue, please open your editor's "HELP > ABOUT" window, and look just below the version number.
If your installation does not have a time ending in "48:57" like in my image below.
image.png
image.png (18.25 KiB) Viewed 1358 times
Please uninstall ALL popducts published by Tracker Software Products and PDF-XChange Co from your Device, and delete all copies of our installers from your downloads folder (or move them to a secure location where they will not mistakenly be used).
Then RESTART the PC.
Finally After the PC has restarted, head to your account page on our website, and download and run the installer from there. After that, open "help > about" once again, and compare the time again to my image above. If it matches, please try making changes to the preferences once again, Apply them, and then close the software normally.

If this process does not work to resolve the issue, please Email us Via support@pdf-xchange.com, with a link to this topic stating that you tried this process and it did not help.

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
cove888
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Re: Losing settings upon program restart

Post by cove888 »

Hi Roman&Daniel,
resim.png
I took a screenshot of the Editor About window. It looks like my client version ending different than the Daniel mentioned one.
Could you please provide direct download link of the latest version?
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Tracker Supp-Stefan
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Re: Losing settings upon program restart

Post by Tracker Supp-Stefan »

Hello cove888,

I moved your image from the file sharing website to directly inside your post - but it seems to be doubling up. Our web devs will investigate that.

As for the actual problem - yes - you seem to be using the build that was affected.
Please follow Dan's instructions from two posts above and try a full reinstall.
Please use these download links for
64 Bit OS: https://www.pdf-xchange.com/EditorV9.x64.msi
32 Bit OS: https://www.pdf-xchange.com/EditorV9.x86.msi

Kind regards,
Stefan
cove888
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Re: Losing settings upon program restart

Post by cove888 »

Tracker Supp-Stefan wrote: Wed Mar 15, 2023 9:45 am Hello cove888,

I moved your image from the file sharing website to directly inside your post - but it seems to be doubling up. Our web devs will investigate that.

As for the actual problem - yes - you seem to be using the build that was affected.
Please follow Dan's instructions from two posts above and try a full reinstall.
Please use these download links for
64 Bit OS: https://www.pdf-xchange.com/EditorV9.x64.msi
32 Bit OS: https://www.pdf-xchange.com/EditorV9.x86.msi

Kind regards,
Stefan
Dear Stefan,

Problem solved for me with the latest build installed. Thanks all of you for your patient and support.
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Tracker Supp-Stefan
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Losing settings upon program restart

Post by Tracker Supp-Stefan »

:)
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PHK
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Re: Losing settings upon program restart

Post by PHK »

Just to confirm: the 20:48:57s are the good ones?
All best,

FringePhil
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Dimitar - Tracker Supp
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Re: Losing settings upon program restart

Post by Dimitar - Tracker Supp »

That is correct.
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