Text disappears from open PDFs after some time

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astrae_tech
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Text disappears from open PDFs after some time

Post by astrae_tech » Mon Jun 11, 2018 7:53 pm

Hi,

A weird glitch that started coming up recently on ver 7.0 build 325.1. Text in open pdfs disappears after a while and only reopening files makes pdfs work again. Comments and some lines still remain. Happens to pretty much all pdfs after a while, but when opening them for the first time everything works fine.
Untitled1.jpg
I also would like to say that this is an amazing product. If you manage to develop the same pen support as say PDF Annotator, it will be a holy grail of PDF editors at least for research purposes.

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Patrick-Tracker Supp
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Re: Text disappears from open PDFs after some time

Post by Patrick-Tracker Supp » Mon Jun 11, 2018 11:28 pm

Hello astrae_tech,

Thank you for your post and for your kind words. I'd like to start by assuring you that we are collecting data from vocal uses to help improve our pen and touch support.

Regarding the missing file data, could you please specify if you see this when loading a PDF from your desktop? If so, please send me a PDF with which you have seen this issue so that I can use it for testing. Even if it is not apparently document specific, we ask to see samples that you are working with in order to minimize variables.

What Antivirus do you use? Have you any system cleaning utilities? Please try adding exceptions to your Antivirus software for PDF-XChange Editor and supporting files found under C:\Program Files\Tracker Software

Thank you!
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.

Cheers,

Patrick Charest
Tracker Support North America

astrae_tech
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Re: Text disappears from open PDFs after some time

Post by astrae_tech » Fri Jun 15, 2018 1:14 am

Hi,

The PDF is attached -- on the very first page all I see (after 15 minutes) is a white screen and some horizontal lines on page 6. I restarted my pc, i7 4core win 7x64 with 24 gb of ram, and the problem persists with almost all PDFs opened. I have maybe about 8-12 PDFs opened like that one in different Xchange windows.

I have a feeling this is a memory management problem. I constantly monitor all processes and resources and there should be no problem whatsoever, but somehow the contents of the PDF cannot be retrieved from the memory after it was loaded.

Thank you for any help as this is becoming really annoying. I have to restart Xchange to make the PDF content visible again.
Attachments
Almazan et al. - 2010 - Financial Structure, Acquisition Opportunities, an.pdf
(206.47 KiB) Downloaded 34 times

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Dimitar - Tracker Supp
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Re: Text disappears from open PDFs after some time

Post by Dimitar - Tracker Supp » Fri Jun 15, 2018 6:37 am

Hello astrae_tech,

Could you please tell me, did you upgrade an older version to 7.0325.1 or you have made a clean install?
Also, could you please tell me is this happening on unsaved documents or to all no matter that you have made some changes or not?
As possible solutions, I will suggest to update your graphic card drivers to the latest version and to try to reset your program settings to their default values.
The program settings can be reset under Main menu -> File -> Reset Settings:
reset.png

Regards.

mfilsht2733
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Large File (400mb) - Content disappears UNTIL file is reopened

Post by mfilsht2733 » Fri Jun 15, 2018 9:50 pm

Large File (400mb) - Content disappears UNTIL file is reopened.


Very often when i switch to the file, the content disappears, BUT reappears when I reopen the file. It seems like some type of Caching issue, but I have
    • I-7
      16gb ram
      SSD
      nvidia 1050ti & 610gt
      multimonitor
      Win10
      everything is fully updated.
The content isn't lost, but stops displaying.
Preferences are on default setting.

Very annoying, especially when working with multiple documents...

mfilsht2733
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Re: Text disappears from open PDFs after some time

Post by mfilsht2733 » Fri Jun 15, 2018 9:57 pm

Dimitar - Tracker Supp wrote:Hello astrae_tech,

Could you please tell me, did you upgrade an older version to 7.0325.1 or you have made a clean install?
Also, could you please tell me is this happening on unsaved documents or to all no matter that you have made some changes or not?
As possible solutions, I will suggest to update your graphic card drivers to the latest version and to try to reset your program settings to their default values.
The program settings can be reset under Main menu -> File -> Reset Settings:

reset.png


Regards.
Same EXACT problem. All default settings. Nvidia 1050ti. All updated. Win10 16gb ram I-7

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TrackerSupp-Daniel
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Re: Text disappears from open PDFs after some time

Post by TrackerSupp-Daniel » Fri Jun 15, 2018 10:08 pm

Hello mfilsht2733,
I noticed you created a new topic for this topic just before commenting here, I have thus merged the topics. In the future please search for other alike topics before creating a new one.

In regards to this issue, Could I ask you to try using the 32-bit portable version and inform us if the issue persists? a download for the portable version is available here:
https://www.tracker-software.com/produc ... fileid=610
Thank you!
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

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

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TrackerSupp-Daniel
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Re: Text disappears from open PDFs after some time

Post by TrackerSupp-Daniel » Sat Jun 16, 2018 12:17 am

Should you find that the Portable version works, please follow the below instructions to perform a full clean re-installation using the installers directly from our product pages, (I have included links to these directly in the instructions).

This method has a few extra steps beyond uninstalling, so please follow them closely, and be sure to Restart the computer at every point it is detailed, this is crucial to the process working.

Please go to: Control Panel\Programs\Programs and Features in your system and uninstall everything that is published by Tracker Software Products
Once this is complete, please restart your computer.
Once restarted, please go to regedit.exe built into every windows computer. Find it by typing "regedit.exe" in search bar of your start menu.
Please delete the following registry entries. Only the "Tracker Software" folder and all its sub-folders. **Be extremely careful as a mistake could render your computer useless**
- HKEY_LOCAL_MACHINE\SOFTWARE\Tracker Software
- HKEY_CURRENT_USER\Software\Tracker Software
You can now close Regedit.
Please make sure there are no Tracker Software folders here: C:\Program Files.
If so, please delete it.
Restart your computer.
Now install the software:
1. Please run the appropriate installer:
- Editor or Editor plus users: https://www.tracker-software.com/PDFXVE7.zip
- PDF-XChange PRO users: https://www.tracker-software.com/PDFXPro7.zip
2. When asked by the installer, please choose PRO version, then, copy/paste your serial key into the field provided. Be sure to use CTRL+V to paste the key
3. Now complete the installation and restart your PC.

Please inform us should this not resolve the issue.
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

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

astrae_tech
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Re: Text disappears from open PDFs after some time

Post by astrae_tech » Wed Jun 20, 2018 11:10 pm

mfilsht2733, did the portable version solve our problem? I'm testing it right now.

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TrackerSupp-Daniel
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Re: Text disappears from open PDFs after some time

Post by TrackerSupp-Daniel » Wed Jun 20, 2018 11:46 pm

I'm looking forward to hearing if it works!
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

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

astrae_tech
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Re: Text disappears from open PDFs after some time

Post by astrae_tech » Thu Jun 21, 2018 7:52 pm

Was running both versions overnight. The plus had empty pages all over. The portable one downloaded off that link seem to work fine with the same imported settings. I will proceed with those reinstall steps outlined above when I get enough time.

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TrackerSupp-Daniel
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Re: Text disappears from open PDFs after some time

Post by TrackerSupp-Daniel » Thu Jun 21, 2018 8:00 pm

Glad to hear the portable is working, keep us posted!
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

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

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AndyK
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Re: Text disappears from open PDFs after some time

Post by AndyK » Fri Sep 28, 2018 3:45 pm

I think this could help …

Preferences {Ctrl+K} ➜ Performance ➜ Maximum lifespan of the cached data that is not being used: ➜ 1 day
Preferences-pdfXChangeEditor.png

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Tracker Supp-Stefan
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Re: Text disappears from open PDFs after some time

Post by Tracker Supp-Stefan » Fri Sep 28, 2018 4:04 pm

Thanks a lot Andy!

Cheers,
Stefan

becritical
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Re: Text disappears from open PDFs after some time

Post by becritical » Wed Oct 03, 2018 1:22 pm

AndyK wrote:I think this could help …

Preferences {Ctrl+K} ➜ Performance ➜ Maximum lifespan of the cached data that is not being used: ➜ 1 day

Preferences-pdfXChangeEditor.png
I am still having this problem after changing the maximum lifespan of cached data.

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Tracker Supp-Stefan
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Re: Text disappears from open PDFs after some time

Post by Tracker Supp-Stefan » Wed Oct 03, 2018 1:37 pm

Hello becritical,

Sorry to hear the above didn't help!
We released build 327.0 of the Editor earlier this week - so can you please try to update to this latest build and let us know if the problem persists?

Regards,
Stefan

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