Missing elements (text and images) when closing and reopening

MedBooster · Post by **MedBooster** » Mon Mar 07, 2022 7:39 am

Having to reopen document to see images (and sometimes text) elements

Look at the attached screenshots:

Quite often when I either have closed PDF-xchange for a short while (as in 10-20 minutes), or wake my PC from hibernation, I am greeted by missing elements, very often images (in the whole document (seems quite random what is lost and what is not sometimes) – and to be able to see those again I have to close and reopen the document, (luckily I have a shortcut for this – ctrl + w to close the tab, and Ctrl+shift+T to reopen the newly closed tab)

BUT I would prefer PDF-xchange refreshing automatically, are there some settings I can tweak?

Mon Mar 07, 2022 11:55 am

Hello MedBooster,

Can you please go to Help -> About and check whether you have the latest Editor build?
The issue you are describing should not be happening with 359 (I think I've seen this in some older builds).

Kind regards,
Stefan

MedBooster · Post by **MedBooster** » Tue Mar 08, 2022 12:35 pm

: image.png (19.45 KiB) Viewed 567 times

I am still experiencing the same issue after updating from 357

, it happens with all sorts of PDFs I ope, so not exclusive to any kind of powerpoint as far as I can see
I am in fact on the newer 359 version.

So please help me find finding some settings I can tweak on rendering or something like that

Post by **TrackerSupp-Daniel** » Tue Mar 08, 2022 5:15 pm

Hello, MedBooster

Thank you for the added information and for testing the latest version. This is a very strange issue to encounter, disappearing content usually indicates that your installation is damaged. To ensure that everything is working properly please follow these steps to perform a "deep-reinstall" of the software, ensuring that you always run the latest installer directly from our official website:.

1. Please go to: Control Panel\Programs\Programs and Features in your system and uninstall everything that is published by Tracker Software Products
2. Once this is complete, please restart your computer.
3. 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.
4. Please delete the following registry entries. Only the "Tracker Software" folder and all its sub-folders. **Be extremely careful, ensure that you are deleting the correct items**

Code: Select all

HKEY_LOCAL_MACHINE\SOFTWARE\Tracker Software
HKEY_CURRENT_USER\Software\Tracker Software

5. You can now close Regedit.
6. Please make sure there are no Tracker Software folders here: C:\Program Files.
7. If so, please delete it.
8. Restart your computer.
9. Now install the software anew, with one of the installers presented here: https://www.pdf-xchange.com/product/downloads

Kind regards,

MedBooster · Post by **MedBooster** » Tue Mar 08, 2022 8:25 pm

I did indeed download the .exe file from here: https://www.pdf-xchange.com/product/pdf-xchange-editor/download?fileid=686

But perhaps some faulty files managed to stay from the previous version, so I'll try and do some sort of clean delete/wiping and reinstall it
Thank you

Post by **TrackerSupp-Daniel** » Tue Mar 08, 2022 10:24 pm

MedBooster · Post by **MedBooster** » Thu Apr 28, 2022 5:31 pm

this is still a problem in version 361, though more rarely it seems.
Either with images missing, or characters becoming nonsense like here;
Though this is not that big of a deal anymore as it has become easier to reload the session by closing and reopening the program.

Post by **Paul - Tracker Supp** » Thu Apr 28, 2022 8:19 pm

Hi MedBooster,

this might be a tough nut to crack. It's not something we have seen reported elsewhere and none of the conventional wisdom explains this behaviour.

One thing we can do however is take a look at what the Editor is doing at the time this happens. As soon as some content disappears take a memory (process) dump and send it to up please and we will look into it and see if there are any clues there.

This KB details how to make a memory/process dump: https://www.pdf-xchange.com/knowle ... cess-dump1

Essentially right click the process in the Windows Task Manager and select "Create Dump File" and send it to us. It will be too big for email so please use our file upload service: https://www.pdf-xchange.com/knowle ... le-service

MedBooster · Post by **MedBooster** » Sat Sep 17, 2022 1:10 pm

Even with the newest 363 version this keeps happening to me... Just missing elements though, not unintelligible characters anymore though...
anyone else with the same issue?What would fix this would be if there would just be an easier way to make the pages auto refresh or something, instead of having to save the session, open the session again, and then having to rearrange everything and your windows again.

Post by **TrackerSupp-Daniel** » Mon Sep 19, 2022 3:33 pm

Hello, MedBooster

If the missing elements are exclusively text elements at this point, that is a known issue which in most cases is caused by text hinting. Please try opening the preferences (Ctrl_K) and looking under "page display > rendering", then setting text hinting to "disabled":
(I should note that this issue is slated to be fixed in either the next release or the one following it)

If that does not resolve the issue, please send us one of the affected files so that we can try to reproduce it once again. Following that, Pauls earlier request for a process dump would be immensely helpful, as it could help us to identify what is missing on your end.

Kind regards,