PDF Tools crashes since 9.2.357.0 update  SOLVED

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Unregistered
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PDF Tools crashes since 9.2.357.0 update

Post by Unregistered »

Licensed PDF-XChange PRO user. I can't run PDF Tools since installing the 9.2.357.0 update. It just crashes. No error, nothing. No window appears, but I can see WerFault.exe running and terminating along with PDFXTools.exe.

I tried a "repair" and it did nothing. I know the magical uninstall/reinstall advice is coming, but I don't want to lose settings, and don't trust that I won't.
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DenisO
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Re: PDF Tools crashes since 9.2.357.0 update

Post by DenisO »

Hi,

could you please send the information about your OS.
also can you export "HKEY_CURRENT_USER\SOFTWARE\Tracker Software\PDFXTools\8.0" and send it to support? you can use this command
reg export "HKEY_CURRENT_USER\SOFTWARE\Tracker Software\PDFXTools\8.0" yourfilepath\yourfilename

Kind Regards,
Denis Oleksenko
Software Developer
Tracker Software Products (Canada) LTD
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Re: PDF Tools crashes since 9.2.357.0 update

Post by Unregistered »

Done. Thank you, Denis.
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Dimitar - Tracker Supp
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Re: PDF Tools crashes since 9.2.357.0 update

Post by Dimitar - Tracker Supp »

Hi Unregistered,

Could you please clarify where did you send the exported file?

I'm asking you this because I'm having trouble finding it among the email messages at the support.

Regards.
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Re: PDF Tools crashes since 9.2.357.0 update

Post by Unregistered »

I sent it to the mailbox named "support" on the domain "tracker-software.com" (just trying to obfuscate the email address here).

John Gareth has replied to me several times on it.
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Dimitar - Tracker Supp
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Re: PDF Tools crashes since 9.2.357.0 update

Post by Dimitar - Tracker Supp »

Thank you for the provided information.

This will be enough for us to find it.

Regards.
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Vasyl-Tracker Dev Team
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Re: PDF Tools crashes since 9.2.357.0 update

Post by Vasyl-Tracker Dev Team »

Hi Unregistered.

Unfortunately but we couldn't reproduce the crash with your settings and waiting for a crash-dump from you to investigate this strange case.
Currently and temporarily you may try to rename the:
[HKEY_CURRENT_USER\SOFTWARE\Tracker Software\PDFXTools\8.0\Settings]
or even:
[HKEY_CURRENT_USER\SOFTWARE\Tracker Software\PDFXTools\8.0]
and start again the PDFXTools..

Cheers.
Vasyl Yaremyn
Tracker Software Products
Project Developer

Please archive any files posted to a ZIP, 7z or RAR file or they will be removed and not posted.
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Re: PDF Tools crashes since 9.2.357.0 update

Post by Vasyl-Tracker Dev Team »

If renaming the mentioned reg-key(s) does not help you then please try just another way - rename the "c:\Program Files\Tracker Software\PDF Tools\Plugins.x64" folder to determine case when one plugin causes this.

Thanks.
Vasyl Yaremyn
Tracker Software Products
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Re: PDF Tools crashes since 9.2.357.0 update

Post by Unregistered »

Thank you.

I've determined that it's solely the ConvertPDF.pvp plugin causing the issue.

If I rename only that plugin (without doing anything else), PDF Tools launches fine.
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Vasyl-Tracker Dev Team
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Re: PDF Tools crashes since 9.2.357.0 update

Post by Vasyl-Tracker Dev Team »

Can you send us such ConvertPDF.pvp file?
Vasyl Yaremyn
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Re: PDF Tools crashes since 9.2.357.0 update

Post by Unregistered »

ConvertPDF.zip
(1.04 MiB) Downloaded 57 times
Thank you.
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Vasyl-Tracker Dev Team
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Re: PDF Tools crashes since 9.2.357.0 update

Post by Vasyl-Tracker Dev Team »

Seems your dll is too old:
image.png
and incompatible with the 357 or latest 358 build. Please Uninstall and Install the PDFTools - it should solve this problem. The Uninstall/Install will not touch your current settings for app.
Perhaps this dll was locked by someone in your system when you tried to update from 337 to 357..

HTH.
Vasyl Yaremyn
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Re: PDF Tools crashes since 9.2.357.0 update

Post by Vasyl-Tracker Dev Team »

And please note: after Uninstall this dll should disappear. If it is still there - try to remove it manually. If you cannot - that is a reason of trouble: someone in your system locks this file for unknown reason OR something is wrong with delete-permission for this file..
Vasyl Yaremyn
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Re: PDF Tools crashes since 9.2.357.0 update

Post by Unregistered »

An uninstall and reinstall corrected the issue--however, the plugin was renamed (in effect, hidden) when I did the uninstall/reinstall.

I really don't think the file was locked during prior installs, since I very rarely use PDF Tools and it seems unlikely that something else would have locked that particular file.

Also, I would expect the installer to put up a warning or error, to retry, or at the very least replace the locked file after a reboot.

I had also installed 358 as an update before trying this, and even then, the file was not replaced. So, that plugin would have had to be locked two separate times.

My expectation is that I could intentionally corrupt the plugin, ensure that there are no open file handles for it, install an update, and not have the file updated.

Also please note that a repair does not replace the file.

Thank you.
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TrackerSupp-Daniel
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Re: PDF Tools crashes since 9.2.357.0 update

Post by TrackerSupp-Daniel »

Hello, Unregistered

Can I ask you to please confirm which exact installer of ours you initially used (to install build 357, and following that to update to 358). Also, if you can remember, back when you installed version 8 build 337.0, do you know if you used the same installer at the time?

Was it the Pro, or Tools installer, and did you use the EXE installer, X64 MSI, or X86 MSI? Did you ensure that you downloaded it directly from our official website, and not from a third party website?

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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Re: PDF Tools crashes since 9.2.357.0 update

Post by Unregistered »

I started with PDF-Xchange PRO installed, and I used "Tracker Updater" to update me to 357 and then to 358. I don't know which package was used under the covers.

Only the final time did I install from a manually-downloaded package. I downloaded the PDF-Xchange PRO 32/64-bit "Zipped Installer" (https://www.pdf-xchange.com/product/pdf-xchange-pro/download?fileid=734).

However, again, I am relatively sure the final install only made a difference because I had manually gotten the problematic plugin "out of the way" (i.e. by renaming it).
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Paul - Tracker Supp
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Re: PDF Tools crashes since 9.2.357.0 update

Post by Paul - Tracker Supp »

So where do we stand now?

Does this mean it is working for you or it still crashes may I ask?
Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
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Re: PDF Tools crashes since 9.2.357.0 update

Post by Unregistered »

I'm good. No more crashes.

I just think the installer needs work.
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Re: PDF Tools crashes since 9.2.357.0 update  SOLVED

Post by Paul - Tracker Supp »

Thanks Unregistered,

do let us know if you have issues again. I'll close this topic now.

Thanks
Best regards

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