Error during PDF to TIFF convertion

This Forum is for the use of End Users requiring help and assistance for Tracker Software's PDF-Tools.

Moderators: TrackerSupp-Daniel, Tracker Support, Vasyl-Tracker Dev Team, Chris - Tracker Supp, Sean - Tracker, Tracker Supp-Stefan

Post Reply
basje379
User
Posts: 13
Joined: Tue Mar 16, 2021 1:10 pm

Error during PDF to TIFF convertion

Post by basje379 »

Dear reader(s),

During batch conversion (PDF to TIFF, 300 files) I get the following error code. What does this mean and is there a solution to this?

Thanks in advance,

Bas
error2.png
error2.png (5.76 KiB) Viewed 981 times
Last edited by basje379 on Thu Mar 03, 2022 7:24 am, edited 1 time in total.
User avatar
DenisO
Site Admin
Posts: 104
Joined: Fri Jun 09, 2017 5:40 pm

Re: Error during PDF to TIFF convertion

Post by DenisO »

Hi
Could you please export the tool you are using, attach it here or send to support. Right click -> export selected tool.
Best regards,
Denis Oleksenko
Software Developer
Tracker Software Products (Canada) LTD
User avatar
Paul - Tracker Supp
Site Admin
Posts: 6813
Joined: Wed Mar 25, 2009 10:37 pm
Location: Chemainus, Canada
Contact:

Re: Error during PDF to TIFF convertion

Post by Paul - Tracker Supp »

Hi basje379,

thanks for the post and report.

In addition to what Denis asked, can you also check if this is happening in the latest version of PDF-Tools. The current version is 9.2.359.0 and we need to know if this issue is present in this build. Can I ask you to check the version you are running, use Help the About to see what you are running now:
image.png
If it is anything older than 9.2.359.0, please then use Help then Check for Updates to get to 9.2.359.0 and let us know if the issue persists?

regards
Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
basje379
User
Posts: 13
Joined: Tue Mar 16, 2021 1:10 pm

Re: Error during PDF to TIFF convertion

Post by basje379 »

Hello Denis and Paul,
versie1.png
I added the current version I'm using. When I click help, I can't find an option to update to a more recent version. Maybe cause the software is running on a company network and I'm not the administrator?

As far as Denis' question is concerned: I don't understand what you exactly mean. Could you rephrase the question?

Thank you,

Bas
Attachments
versie2.png
versie2.png (11.34 KiB) Viewed 967 times
User avatar
Paul - Tracker Supp
Site Admin
Posts: 6813
Joined: Wed Mar 25, 2009 10:37 pm
Location: Chemainus, Canada
Contact:

Re: Error during PDF to TIFF convertion

Post by Paul - Tracker Supp »

Hi basje379,

much depends on your license here. We don't post keys on the forum because it is public, so can I ask you to send the key you are using to support@pdf-xchange.com and I will confirm that you have a license for the latest build. From what I am seeing I believe your company has a PDF-XChange Pro license that is valid for the current build.

If you can run an installer then running this should get you updated to the current build: https://downloads.pdf-xchange.com/ProV9.x64.msi You may need your IT involved, but we do need to confirm that the issue is still present in the current build.

Regards Denis' request, he is asking you to export the tool you are using via this command:
image.png
It will allow you to select what Tools to export:
image1.png
Attachments
image2.png
Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
basje379
User
Posts: 13
Joined: Tue Mar 16, 2021 1:10 pm

Re: Error during PDF to TIFF convertion

Post by basje379 »

I've sent the email. For Denis: using this tool. I exported it as shown by Paul, but cannot upload the file here since the format is not allowed apparantly.
image.png
User avatar
TrackerSupp-Daniel
Site Admin
Posts: 8371
Joined: Wed Jan 03, 2018 6:52 pm

Re: Error during PDF to TIFF convertion

Post by TrackerSupp-Daniel »

Hello, basje379

If you place the file within a "zip" folder you should be able to upload it here. Alternatively, you can email it to us directly.

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
User avatar
Paul - Tracker Supp
Site Admin
Posts: 6813
Joined: Wed Mar 25, 2009 10:37 pm
Location: Chemainus, Canada
Contact:

Re: Error during PDF to TIFF convertion

Post by Paul - Tracker Supp »

Hi again Bass. You are using a license that does cover the latest build. This installer should work: https://downloads.pdf-xchange.com/ProV9.x64.msi

We do need to know if the issue is present in the current build.

Please and thanks
Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
basje379
User
Posts: 13
Joined: Tue Mar 16, 2021 1:10 pm

Re: Error during PDF to TIFF convertion

Post by basje379 »

Thank you, the IT people in my company will try to solve this with you further. I figured out what goes wrong: the conversion of a 3500 pages PDF-file crashes.
User avatar
Paul - Tracker Supp
Site Admin
Posts: 6813
Joined: Wed Mar 25, 2009 10:37 pm
Location: Chemainus, Canada
Contact:

Re: Error during PDF to TIFF convertion

Post by Paul - Tracker Supp »

Thanks basje379,

when you say it crashed, do you get a message saying that? Is there any error message at all that you can capture and post here?

If it is crashing then the application would disappear from the Windows Task manager and following this KB should result in a crash dump. Can I ask your IT to look into this: https://www.pdf-xchange.com/knowle ... estigation and set up saving crash dump?

It will be large so you will most likely need to upload the dump files to our upload service as detailed here: https://www.pdf-xchange.com/knowle ... le-service

please and thanks
Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
User avatar
Paul - Tracker Supp
Site Admin
Posts: 6813
Joined: Wed Mar 25, 2009 10:37 pm
Location: Chemainus, Canada
Contact:

Re: Error during PDF to TIFF convertion

Post by Paul - Tracker Supp »

Hi basje379,

we really do need the tool file. If you right click the tool you can export just that tool:
image.png
Secondly, we are very keen to know more about the crash. If it can be preproduced we want to fix this. Did his happen again or was that a one time occurrence?

regards
Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
User avatar
Paul - Tracker Supp
Site Admin
Posts: 6813
Joined: Wed Mar 25, 2009 10:37 pm
Location: Chemainus, Canada
Contact:

Re: Error during PDF to TIFF convertion

Post by Paul - Tracker Supp »

Hi again basje379,

did you send the exported tool and I missed it? I have not seen it sent. We do need it to further the investigation. It should upload if zipped, if not please email it to support@pdf-xchange.com

please and thanks.
Best regards

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