Missing Logos from SAP Smartforms with PDF-XChange Standard (v7)  SOLVED

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challuk
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Missing Logos from SAP Smartforms with PDF-XChange Standard (v7)

Post by challuk » Thu Aug 23, 2018 1:19 pm

Hello!

We used to have version 6.0 (Build 319.0) of PDF-XChange Editor Plus along with the printer driver "PDF-XChange Standard V6" on our Windows 7 Enterprise SP1 64-bit computers. If we sent a SAP Smartform with a logo (and text), PDF files generated would contain all the content. No issues at all.

We have now switched to version 7.0 (Build 326.1) of PDF-XChange Editor Plus along with the printer driver "PDF-XChange Standard". If we send the SAP smartform now, we are only getting the text portion. The logo is missing altogether.

Can you please help us with this issue? Are there any settings to be tweaked in the driver?

Thanks
Challu

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TrackerSupp-Daniel
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Re: Missing Logos from SAP Smartforms with PDF-XChange Standard (v7)

Post by TrackerSupp-Daniel » Thu Aug 23, 2018 6:57 pm

Hello challuk,
Could I ask that you send us a copy of the documents from v6 and v7 so that we can compare? it is possible that the object is being created, but for some reason or another is being placed behind another object. I would like to investigate this locally to see if we can determine the cause.
If the files contain sensitive information, you can email them to us via Support@tracker-software.com
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

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

challuk
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Re: Missing Logos from SAP Smartforms with PDF-XChange Standard (v7)

Post by challuk » Thu Aug 23, 2018 7:39 pm

Daniel,

Thanks for the response. I have sent the copies via email.

Thanks
Challu

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TrackerSupp-Daniel
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Re: Missing Logos from SAP Smartforms with PDF-XChange Standard (v7)

Post by TrackerSupp-Daniel » Thu Aug 23, 2018 11:18 pm

Hello Challuk,
I have been searching all over our inbox and I am afraid that the files have not arrived yet. If you could resend them and ensure that they are going directly to support@tracker-software.com once they arrive we will be sure to take a look.
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

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

challuk
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Re: Missing Logos from SAP Smartforms with PDF-XChange Standard (v7)

Post by challuk » Fri Aug 24, 2018 11:48 am

Daniel,

I resent it.

Thanks
Challu

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TrackerSupp-Daniel
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Re: Missing Logos from SAP Smartforms with PDF-XChange Standard (v7)  SOLVED

Post by TrackerSupp-Daniel » Fri Aug 24, 2018 4:48 pm

Hello Challuk,
It seems this could be an engine issue, as such I will first ask you to try selecting the XPS driver mode from the Printer properties:
DMKB18August107.png
After that, if you find that the XPS driver mode does not resolve the issue, I will ask that you generate some printer temp files for us to have the dev team take a look at. This article should help you to generate those:
https://www.tracker-software.com/knowle ... -I-do-this
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

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

challuk
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Re: Missing Logos from SAP Smartforms with PDF-XChange Standard (v7)

Post by challuk » Fri Aug 24, 2018 5:44 pm

Daniel,

That was it. Thanks for the quick check and response.

If you still need me to send you the tmp files for your process enhancement verification, do let me know and I will send them across.

Thanks
Challu

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TrackerSupp-Daniel
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Re: Missing Logos from SAP Smartforms with PDF-XChange Standard (v7)

Post by TrackerSupp-Daniel » Fri Aug 24, 2018 5:49 pm

Glad to hear it challuk,
If we do end up needing that information I will certainly let you know!
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

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

mar_co
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Re: Missing Logos from SAP Smartforms with PDF-XChange Standard (v7)

Post by mar_co » Mon Feb 04, 2019 10:10 am

Hello together,

I'd like to open this post again.
We also got this problem with missing logos and drawings with problems out of SAP.
We're just bought licenses for all our users. PDF Xchange is now in the rollout-phase on all our clients. (V 327.1)

If we change the mode to XPS it's working correct, but the quality is really really bad. We cannot send any invoice or request in this quality to our customers.
If we leave the mode at GDI the logo and drawings are missing.

With our previous PDF-Printer everything worked correctly (and this one was for free)

What do you need for investigating in this problem?

BR

Marco

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TrackerSupp-Daniel
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Re: Missing Logos from SAP Smartforms with PDF-XChange Standard (v7)

Post by TrackerSupp-Daniel » Mon Feb 04, 2019 6:19 pm

Hello Mar_co,

This is most likely due to the version you are rolling out. There were a few issues in builds 327 and 327.1 which cause this to occur, which we should have resolved in 328.0. as we are now in 328.2 I would suggest updating a test machine to this version and checking if the issue persists. If it does, please create printer tmp files for us to investigate, as detailed here. If the issue does not persist, I suggest instead rolling out 328.2.

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

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

kampmann
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Re: Missing Logos from SAP Smartforms with PDF-XChange Standard (v7)

Post by kampmann » Tue Feb 05, 2019 11:57 am

Hello,

we have nearly the same problem. We are using Version 728.2 and using SAP Script missing our Company Logo. Test XPS Mode but nothing happend at all.

Kind Regards

mar_co
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Joined: Mon Feb 04, 2019 10:00 am

Re: Missing Logos from SAP Smartforms with PDF-XChange Standard (v7)

Post by mar_co » Tue Feb 05, 2019 1:36 pm

Hi,

thank you for the fast reply.
I've tried your suggestion and installed the latest version 728.2 .
But the problem still exists.

I've send you the temp-files to the support e-mail address.

Hope you'll find the bug.


BR Marco

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TrackerSupp-Daniel
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Re: Missing Logos from SAP Smartforms with PDF-XChange Standard (v7)

Post by TrackerSupp-Daniel » Tue Feb 05, 2019 6:47 pm

Hello Marco,

Thank you, we have received the tmp files, and need a bit more information, I have written you Via email requesting the specifics.

Kampmann, thank you for the additional report, We will reach out to you if we need more information or additional sample documents to investigate this.

Kind regards, both of you.
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

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

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