Version 7 32 bit freezes when scanning

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sietracky
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Version 7 32 bit freezes when scanning

Post by sietracky » Tue Dec 19, 2017 7:00 pm

Hi,
after ages with Editor (32 bit), with version 7 my 32 bit sanner freezes during scanning.
I've sent the dump file to support@tracker-software.com
...
Has the login changed with this forum? I had to renew my account.
horst

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Roman - Tracker Supp
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Re: Version 7 32 bit freezes when scanning

Post by Roman - Tracker Supp » Tue Dec 19, 2017 7:54 pm

Hi Horst,
At what stage of scanning does this freeze occur? What is your scanner model? Did you use TWAIN or WIA scanner driver?
The dump file shows that there was a crash in the "PCCamera Driver UI" module (DextUVCb.ax). Did you use your webcam as a scanner (image source) device?
Please try to disable OCR post-processing in the scanner preset in use ("Image insertion Options..."|"Image Post-Processing" in the "Scan Properties" dialog).
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Re: Version 7 32 bit freezes when scanning

Post by sietracky » Tue Dec 19, 2017 8:28 pm

Hi Roman,
- TWAIN crashes
- WIA is running but is uncomfortable and not to accept
- after moving the lamp about 25 %
- no OCR activated
- Medion MD90090, ok, an old one, but all the other applications are runing well with that device. It is just the fresh version 7 I have installed three days ago.
..
is there a way to install my old version at a stick without installing? At the moment I can't use the needed scannerfeature.
horst

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Re: Version 7 32 bit freezes when scanning

Post by sietracky » Tue Dec 19, 2017 9:50 pm

Another notice:
Earlier there has been the scanner progress bar moving accordingly to the lamp. Now the bar is remaining at 0% .

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Re: Version 7 32 bit freezes when scanning

Post by sietracky » Tue Dec 19, 2017 9:57 pm

another one:
2017-12-19 scanner error.jpg
2017-12-19 scanner error.jpg (17.84 KiB) Viewed 4075 times

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Re: Version 7 32 bit freezes when scanning

Post by Roman - Tracker Supp » Tue Dec 19, 2017 10:26 pm

HI Horst,
Can we arrange a live remote debug session?
See here for details. You can install the latest version of TeamViewer.

A blind guess for now - please close the Editor, remove (backup it first) twaindsm32.dll from the Editor installation directory, restart the Editor and try to reproduce the issue.
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Re: Version 7 32 bit freezes when scanning

Post by sietracky » Wed Dec 20, 2017 8:03 am

Good morning Roman, a coffee appreciated :-) ?
Roman - Tracker Supp wrote: A blind guess for now - ....
not a blind one: Renaming the file after copying, and everything seem to run fine!
Roman - Tracker Supp wrote:HI Horst,
Can we arrange a live remote debug session? ... TeamViewer
Sure ... if there will not be a problem with running the client as TeamViewer 5 as payed version (TeamViewer told me, it is not neccessary to upgrade to the latest version :-) ) is installed here. But we can try (the one link leeds to TeamViewer Client 7, but the latest is 13? So, which one?).
horst

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Re: Version 7 32 bit freezes when scanning

Post by Roman - Tracker Supp » Wed Dec 20, 2017 6:03 pm

Hi Horst,
Glad that this resolved the issue. :)
I have sent you an e-mail, please reply with your TeamViewer credentials and the preferred time for the remote session.
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Re: Version 7 32 bit freezes when scanning

Post by sietracky » Wed Dec 20, 2017 6:22 pm

Roman, You've got the TeamViewer ID via mail

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Re: Version 7 32 bit freezes when scanning

Post by Tracker Supp-Stefan » Thu Dec 21, 2017 1:59 pm

Hello sietracky,

I am not aware if you and Romana got to the remote, but we released a new version 323.2 last night, so can you please give that a try and see if the problem was resolved for it?

Regards,
Stefan

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Re: Version 7 32 bit freezes when scanning

Post by sietracky » Thu Dec 21, 2017 3:40 pm

Hi Stefan,
yes, we managed the remote session and Roman found something to discuss with the team.
I will try the .2 , but it will took some hours as I am 'on the road' at the moment.
horst

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Re: Version 7 32 bit freezes when scanning

Post by sietracky » Thu Dec 21, 2017 8:56 pm

Sorry, it will not take hours but days. I will not be at the place where the scanner is placed for the next days.
I will report as soon as possible.

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Re: Version 7 32 bit freezes when scanning

Post by John - Tracker Supp » Fri Dec 22, 2017 9:52 am

No problem - please advise when you can.
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

Best regards
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http://www.tracker-software.com

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Re: Version 7 32 bit freezes when scanning

Post by sietracky » Thu Dec 28, 2017 7:41 pm

Hi, hope you had a pleasant christmas time.
just back home again: is the same with .2
Deactivating twaindsm32.dll does the trick.

horst

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Roman - Tracker Supp
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Re: Version 7 32 bit freezes when scanning

Post by Roman - Tracker Supp » Thu Dec 28, 2017 10:37 pm

Hi Horst,
Thanks, we had! :)
I hope your Christmas holidays were full of peace and joy.

As of the routine :) - unfortunately at the moment of your report we were on a late pre-release stage and could not integrate the fix for this issue.
But it will definitely be available in the next build.
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Re: Version 7 32 bit freezes when scanning

Post by sietracky » Thu Dec 28, 2017 11:31 pm

Hi Roman, fine! As the workaround is running perfectly no hurry needed.

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Re: Version 7 32 bit freezes when scanning

Post by Tracker Supp-Stefan » Fri Dec 29, 2017 11:30 am

Hello Horst,

Glad to hear the workaround is good for now!
And the new build with the fix is coming :)

Happy New Year
Stefan

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Re: Version 7 32 bit freezes when scanning

Post by sietracky » Sat Mar 10, 2018 8:46 pm

After again having lots of problems with that old 32 bit scanner, I bought an EPSON DS-1630 ... that has not been a mistake :-) , everything is fine.
horst

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Re: Version 7 32 bit freezes when scanning

Post by Roman - Tracker Supp » Sat Mar 10, 2018 10:31 pm

Hi Horst,
So the next Editor build was still causing scanning freeze with your old scanner?
It is strange as we removed that twaindsm32.dll from the installer. Could you please verify there is no twaindsm32.dll in the Editor installation directory?
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Re: Version 7 32 bit freezes when scanning

Post by sietracky » Sun Mar 11, 2018 8:49 am

Hi Roman and good morning,
yes, that file stil exist. But after upgrading my old CorelDraw X5 to X8 the scanner issues got worse. So I bought a new one with the result, that instead of 5 minutes for 10 A4 scan now it is done within 5 seconds ... and, that now CorelDraw refusese the new EPSON scanner :-(, but PDF-Xchange is doing well :-).
As I have deinstalled the old driver and software I am not able to invesitgate further.
But for me it is fine now.
Thank's for your efforts and comming in (the help you are offering in this forum is realley great), horst

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Re: Version 7 32 bit freezes when scanning

Post by claude vidal » Sun Mar 11, 2018 7:30 pm

I've had issues as well with scanner freeze. Canon LiDE220.

I can confirm that twaindsm32.dll and twaindsm64.dll are present. The install dates though seem to suggest they are from a previous install (180205), older than the current install (180226).

Hard to say who's to blame: MS update, Tracker or other SW. With no changes since yesterday (where I had freezes), today goes without any freeze. No MS updates in the meantime. Go figure.

The question remains: should those 2 twain drivers be there or not? I noticed they had a version of 2.3.0.0, while the MS version is 1.7.1.3 and there is no 64 bit MS version. So what's the best option?

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Re: Version 7 32 bit freezes when scanning

Post by Roman - Tracker Supp » Sun Mar 11, 2018 8:58 pm

Hi Horst,
We appreciate your feedback. Thank you for your help in making our products better.
Glad to know you have no problems with scanner anymore.
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Re: Version 7 32 bit freezes when scanning

Post by Roman - Tracker Supp » Sun Mar 11, 2018 9:04 pm

Hello claude vidal,
Do you have this problem with 32-bit or 64-bit Editor?
claude vidal wrote:So what's the best option?
Please try to remove twain32.dll and twain64.dll from the Editor installation directory.
If this does not help please let us know - we might need to arrange a remote debug session.
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Re: Version 7 32 bit freezes when scanning

Post by claude vidal » Mon Mar 12, 2018 2:56 am

Roman - Tracker Supp wrote:Hello claude vidal,
Do you have this problem with 32-bit or 64-bit Editor?
claude vidal wrote:So what's the best option?
Please try to remove twain32.dll and twain64.dll from the Editor installation directory.
If this does not help please let us know - we might need to arrange a remote debug session.
I'm using the 64 bit version of Tracker

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Re: Version 7 32 bit freezes when scanning

Post by TrackerSupp-Daniel » Mon Mar 12, 2018 7:34 pm

Hello Claude,
Can you verify that it is still not working after removing the files as roman requested?
Daniel McIntyre
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Re: Version 7 32 bit freezes when scanning

Post by claude vidal » Mon Mar 12, 2018 8:23 pm

TrackerSupp-Daniel wrote:Hello Claude,
Can you verify that it is still not working after removing the files as roman requested?
As mentioned in my previous post, things are working just fine, without removing any DLL.

I did try to remove Tracker's Twain DLL's. The mechanical scan completes but PDF-Xchange (64 bit) gets stuck on this window and I then need to kill the process.
snip_20180312161416.png
Just to be clear, are you saying that the Tracker provided Twain DLL's are problematic?

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Re: Version 7 32 bit freezes when scanning

Post by TrackerSupp-Daniel » Mon Mar 12, 2018 10:04 pm

I believe what was said is that the recent update should have removed them, so their still being present could cause some issues. But I don't believe they are functionally the problem.
when the hang occurs can you create a process dump for us before you kill it next time?
https://www.tracker-software.com/knowle ... ocess_Dump
And then send it to us on our userfiles server?
https://www.tracker-software.com/knowle ... FTP-server
Thanks!
Daniel McIntyre
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Tracker Software Products (Canada) LTD

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

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Re: Version 7 32 bit freezes when scanning

Post by claude vidal » Tue Mar 13, 2018 12:35 am

TrackerSupp-Daniel wrote:I believe what was said is that the recent update should have removed them, so their still being present could cause some issues. But I don't believe they are functionally the problem.
when the hang occurs can you create a process dump for us before you kill it next time?
https://www.tracker-software.com/knowle ... ocess_Dump
And then send it to us on our userfiles server?
https://www.tracker-software.com/knowle ... FTP-server
Thanks!
Done. Look for CVidal... files.

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Re: Version 7 32 bit freezes when scanning

Post by Roman - Tracker Supp » Tue Mar 13, 2018 1:41 am

Hello claude vidal,
Just to clarify - did you ever experience that scanning freeze before you removed twain*.dll from the Editor installation directory?
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Re: Version 7 32 bit freezes when scanning

Post by claude vidal » Tue Mar 13, 2018 3:36 am

Roman - Tracker Supp wrote:Hello claude vidal,
Just to clarify - did you ever experience that scanning freeze before you removed twain*.dll from the Editor installation directory?
Sorry, need to clarify. In my initial post (11 Mar 2018 15:30) of this thread, I mislead when I mentioned freezes: those actually occurred with Canon's utility. Those freezes had a different behavior: the physical scan would start then hang a few seconds later.

So what I'm reporting for the editor is a different behavior. I can hear the physical scan complete and the carriage return. It is at that point that I get the hang described in my previous post. So the answer to your question is no, I did not "experience that scanning freeze before removing twain*.dll from the Editor installation directory".

As a side note, I'm a bit concerned. You mentioned "we removed that twaindsm32.dll from the installer". Obviously, running without those drivers would not work, for me at least. Is it correct to assume the editor then relies on the system provided driver (twain_32.dll in C:\Windows) ?

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Re: Version 7 32 bit freezes when scanning

Post by Roman - Tracker Supp » Tue Mar 13, 2018 3:54 am

Hello claude vidal,
We currently supply a more recent version of TWAIN DSM DLL (v. 2.3). It was supposed to resolve some issues with scanning while maintaining backward compatibility with previous TWAIN versions.
But we have got several user reports that some old scanners work incorrectly with this newer version. So we decided not to supply it and rely on the system TWAIN dll. What you are reporting is opposite - your scanner driver works OK with the newer TWAIN DLL but causes freeze with the older one.
At first, we need to investigate this case based on the dump you have provided.
We will come back soon with further steps.
Thanks for reporting this.
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Re: Version 7 32 bit freezes when scanning

Post by Roman - Tracker Supp » Tue Mar 13, 2018 10:27 pm

Hello claude vidal,
Does scanning from applications other than PDF-X Editor or the Canon's utility work for you?
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Re: Version 7 32 bit freezes when scanning

Post by claude vidal » Wed Mar 14, 2018 3:40 pm

Roman - Tracker Supp wrote:Hello claude vidal,
Does scanning from applications other than PDF-X Editor or the Canon's utility work for you?
I tried the built in Windows Scan & Fax and the Store Scan app: both report a problem.

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Re: Version 7 32 bit freezes when scanning

Post by ChrisZ16 » Wed Mar 14, 2018 10:20 pm

PDF-X Editor V7 324.3, 64-bit
Using TWAIN 32-bit by default (no 64-bit offered)
Scanner: Epson Perfection V550, working fine with Epson Scan

Same problem as Claude reported in #26 - The mechanical scan completes but then PDF-X Editor hangs. If I then kill the process PDFXHost32.exe, PDF-X Editor imports the graphic and I can save the pdf. But then I have to restart the scanner (which is blinking) and PC for more scanning.

In my case the problem only shows, when I change Paper Size from the default Letter/ANSI A to A4. If I leave that, it seems to work ok.

Regards
Chris

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Re: Version 7 32 bit freezes when scanning

Post by Roman - Tracker Supp » Wed Mar 14, 2018 10:49 pm

Hi Chris,
Can you check if the 32-bit Editor has this problem?
No need to reinstall, just download the portable version here - it is 32-bit.
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Re: Version 7 32 bit freezes when scanning

Post by ChrisZ16 » Thu Mar 15, 2018 3:19 am

The 32-bit Editor does not have this problem.

But after the scan the Scanner Presets is again on Paper Size Letter/ANSI A instead of A4. The scans anyway look the same for me (being no pro in scanning).

I also tried checking "Before scanning, show Scan Properties dialog". It does not do that and the checkmark is not remembered (maybe because this 32-bit portable version is unregistered?).

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Re: Version 7 32 bit freezes when scanning

Post by Roman - Tracker Supp » Thu Mar 15, 2018 5:40 pm

Chris, could we arrange a remote debug session?
See here for details.
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Re: Version 7 32 bit freezes when scanning

Post by ChrisZ16 » Sat Mar 17, 2018 11:38 am

Roman, thanks for the offer, but that's not possible, the machine with scanner connected holds company data. Maybe somebody who really uses the Editor for scanning (I don't, only tried to help) ...

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Re: Version 7 32 bit freezes when scanning

Post by TrackerSupp-Daniel » Wed Mar 28, 2018 10:59 pm

If anyone who does use the Editor for scanning has this issue and would like to have a remote session done, please follow the steps in the following link,
https://www.tracker-software.com/knowle ... e-an-issue
and send the information to us at Support@Tracker-Software.com
Daniel McIntyre
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Fax: +1 (250) 324-1623

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