PDF-Tools Fatal Error Saving a Document

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flocksi007
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PDF-Tools Fatal Error Saving a Document

Post by flocksi007 » Wed Jan 29, 2020 9:51 am

Hi community,

i have created a custom tool to sign a pdf with position x and y.
I export my script and give it to a colleague, then he imports it by double clicking in his own PDF-Tools.

But if my colleague tries to execute the script then there occurs a message that there was a fatal error during saving the file.
The dialogue to type in the key for the digital certificate is also not opened (should come before saving).
The structure of my custom tool is the same like the product tool for adding a digital signature to a document.

Questions:
If my colleague imports the tool are there any database entries which are not refreshed right or is there a problem with the selected signature?

Best regards,
Flocksi007

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Tracker Supp-Stefan
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Re: PDF-Tools Fatal Error Saving a Document

Post by Tracker Supp-Stefan » Wed Jan 29, 2020 2:19 pm

Hello flocksi007,

If the error is at the time Tools tries to save it - then can you please check where are you trying to do the save? If it is a network location that you have mapped - maybe it's mapped differently for your colleague?

Also - can you please check and confirm that you are both using the same build of the PDF Tools?

Regards,
Stefan

flocksi007
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Posts: 2
Joined: Wed Jan 29, 2020 8:23 am

Re: PDF-Tools Fatal Error Saving a Document

Post by flocksi007 » Wed Jan 29, 2020 9:11 pm

Hello,

I think the error occurs when the custom tool tries to sign the pdf document, because the input box to type in the PKI is not opened (the error mentioned in the above post appears).

For test purpose i changed the name of the pdf to "test.pdf" and saved it local on the user desktop. Then i tried to run the custom pdf tool and it failed again.

Some weeks ago i tried to implement this tool on the computer of the mentioned colleague and i was successfull. First there was the mentioned error, after trying some things the custom tool worked (I was not able to reproduce the behavior). Now because of an update we had to reimport the custom tool.

The version of pdf-tools should be the same, but i will check this tomorrow again to be sure.

My actual guess is that there is a problem with the selected certificate. Because: I have created the custom PDF Tool on my computer (my personal certificate is selected). Then i have exported the tool and gave it to my colleague. Maybe if he executes the tool then there is something wrong with the certificate which the tool requires and which is installed on my colleagues PC.

I will check this theory tomorrow, maybe i am lucky and this will solve the problem.

Do you have any other idea, based on this feedback?

Thanks for your help.

Best regards,
Flocksi007

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TrackerSupp-Daniel
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Re: PDF-Tools Fatal Error Saving a Document

Post by TrackerSupp-Daniel » Thu Jan 30, 2020 11:15 pm

Hello Flocksi007,

Were you able to get this working on your colleagues machine? If the issue is only reproducible on machines which do not have your custom signature present that is almost certainly the cause of the issue, and if he modifies the tool to use one of his local signatures it should begin working again as intended.

Also, when you say "fatal error", does the application crash entirely, or does the log simply inform you there was a fatal error? If there is a crash, please follow the steps here to setup crash logging for PDF-Tools and send us the generated file. If the issue is simply the log reporting a fatal error, please open the options and ensure that full logging is enabled by checking every option except the "auto clear" option, then reproduce the issue and "save" the report:
image.png
Please send the file generated to us, also, if you could please send us a copy of the tool you have exported for your colleague that would help with this investigation. If you are concerned about sensitive information, you can email us directly instead of posting that on the public forums. <support@tracker-software.com> Please include a link to this post in the email.

Kind regards,
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

Sales: +1 (250) 324-1621
Fax: +1 (250) 324-1623

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