PDF-Tools v7 crashes after clicking on anything...

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msys
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Posts: 12
Joined: Fri Mar 17, 2017 12:18 am

PDF-Tools v7 crashes after clicking on anything...

Post by msys » Thu Jul 19, 2018 10:07 pm

Hi,

I've recently bought the whole 'Pro' package - and I'm extremely glad I did! - but I have a hard time using its PDF-Tools.

Below are the steps to reproduce the bug; I've successfully reproduced this on VirtualBox machine with Windows 7 Ultimate (Polish) x64 on a 'clean' snapshot (without any trace of any of your products):
- install PDF-Tools 7.0.326.0 via 'ToolsV7.x64.msi' installer
- select the 'free' version and 'complete' variant (for simplicity), everything else set to default
- start the PDF-Tools
- select the 'Advanced (3)' tab on the left
- click on the three tools on the middle pane
- after a few clicks - one click on each tool is usually(?) enough - PDF-Tools will crash
- sometimes - right before crashing - it will save its config. Afterwards, after restart it opens the 'Advanced (3)' tab by default and then I cannot use anything at all (!) as it crashes after clicking on almost anything (restoring the settings from file is also impossible, it crashes right before restoring).

The ONLY workaround I've found (so that I can use PDF-Tools at all) is to then delete the registry branch with PDF-Tools settings with regedit.

This renders PDF-Tools extremely inconvenient to use, otherwise it is a great product.

Please advise.

Regards,
Michał Skrzypek

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TrackerSupp-Daniel
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Posts: 2170
Joined: Wed Jan 03, 2018 6:52 pm

Re: PDF-Tools v7 crashes after clicking on anything...

Post by TrackerSupp-Daniel » Thu Jul 19, 2018 10:34 pm

Hello Msys,
I've so far been unable to reproduce this locally, I will be looking at this in more depth over the next while, and will wirte back if anything come up.
Until then I would like to ask for a few items from you.
During installation, could i ask you to enable logging, this KB details the process for that:
https://www.tracker-software.com/knowle ... or-Support

Following that, when the program crashes does it hang, or immediately close?
If it hangs, please also create a process dump for us, following this article:
https://www.tracker-software.com/knowle ... estigation

Following that, please email Support@tracker-software.com with the files. If they are created too large to be an attachment, please compress and upload them to our useruploads server with an appropriate name: https://www.tracker-software.com/knowle ... ile-server
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

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

vmgoshko
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Posts: 4
Joined: Thu Nov 30, 2017 1:24 pm

Re: PDF-Tools v7 crashes after clicking on anything...

Post by vmgoshko » Thu Jul 19, 2018 10:38 pm

Hello, Michał!

Is that crash could be reproduced only on virtual machine? What version of PDF-Tools are you running? Do you have the Print Document tool in Advanced category? If you have it, could you please try to avoid clicking on Print Document tool and look whether application will crash?

Regards,
Vladimir

msys
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Posts: 12
Joined: Fri Mar 17, 2017 12:18 am

Re: PDF-Tools v7 crashes after clicking on anything...

Post by msys » Thu Jul 19, 2018 11:48 pm

vmgoshko wrote:Hello, Michał!

Is that crash could be reproduced only on virtual machine? What version of PDF-Tools are you running? Do you have the Print Document tool in Advanced category? If you have it, could you please try to avoid clicking on Print Document tool and look whether application will crash?

Regards,
Vladimir
- this is a problem on my physical machine (Win 7 Pro x64), I've reproduced this on a virtual machine to rule out other software interfering
- as I've stated above, the version I'm using is 7.0.326.0
- you're right in that clicking 'Print Document' is causing this problem - I've clicked multiple times on the 'Change Document Properties' and 'Send E-Mail' tools and nothing happened; only after clicking 'Print Document' the crash occurs (1-2 seconds afterwards)

Regards,
Michał Skrzypek

msys
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Posts: 12
Joined: Fri Mar 17, 2017 12:18 am

Re: PDF-Tools v7 crashes after clicking on anything...

Post by msys » Fri Jul 20, 2018 12:13 am

Ok, so I've created and sent both logfile and crash dumps (two, just in case) to the support mail address.

Fingers crossed :). In the meantime, I'll be avoiding the 'Print Document' tool - every other tool is not crashing upon selection.

Regards,
Michał Skrzypek

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TrackerSupp-Daniel
Site Admin
Posts: 2170
Joined: Wed Jan 03, 2018 6:52 pm

Re: PDF-Tools v7 crashes after clicking on anything...

Post by TrackerSupp-Daniel » Fri Jul 20, 2018 12:16 am

Hello Msys,
Thank you, we have received your email and I have forwarded the files to the development team for investigation.
We will return here once we have identified any information pertinent to this issue.
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

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

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