Sometimes pinch zooming with touch stops working, until restarting PDFX

For users with issues, or feature requests, on touchscreen devices.

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For users with issues, or feature requests, on touchscreen devices.

DO NOT post your license/serial key, or your activation code - these forums, and all posts within, are public and we will be forced to immediately deactivate your license.

Please specify the specific name of the product in question, the Version and Build, then the issue/feature feature:

i.e.

PDF-XChange Editor, Version 5.5 Build 315.

Description of issue/request: "................."
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JimmyD
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Sometimes pinch zooming with touch stops working, until restarting PDFX

Post by JimmyD »

Sometimes pinch zooming with touch stops working, until restarting PDFX.

"version 9.2.358.0 release - 25-10-2021", on Windows 11.
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Paul - Tracker Supp
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX

Post by Paul - Tracker Supp »

Hi Jimmy,

thanks for the report.

Can you tell us about the hardware? What is the device make and model? Is it an ARM based device?

please and thanks
Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
JimmyD
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX

Post by JimmyD »

It's a Surface Pro 7, i7.
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TrackerSupp-Daniel
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX

Post by TrackerSupp-Daniel »

Hello, JimmyD

Thank you for clarifying, so far we have not managed to reproduce the issue, perhaps it is related to the document that you are using or another factor. In any case, it may help us to have a "process dump" from your device the next time that this hang occurs.

Can I ask you to follow the steps in the article below, to generate a process dump, and send that to us directly? Please email the file via Support@tracker-software.com, or if it is too large to email, use the "useruploads" site mentioned at the bottom of the article.

https://www.tracker-software.com/knowle ... cess-dump1

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

Support: <Support@tracker-software.com>
JimmyD
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX

Post by JimmyD »

I just sent a process dump.
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Tracker Supp-Stefan
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX

Post by Tracker Supp-Stefan »

Hello JimmyD,

Thanks for this! I can confirm we've received your mail with the dump, and I've passed it on to Dan.

Kind regards,
Stefan
JimmyD
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX

Post by JimmyD »

I still often suffer from this issue.
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TrackerSupp-Daniel
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX

Post by TrackerSupp-Daniel »

Hello, JimmyD

Unfortunately we still cannot reproduce this issue and to date you are the sole user who has reported the problem. It has been brought up to Vasyl and Serg (two of our developers) for investigation in the past, and again just recently. While they are looking into this issue, I cannot shake the feeling that, since we cannot reproduce it, and no one else seems to be having the issue, it has to be something specific to your device which causes this.
Are you certain that you have all the latest windows updates, and have you tried disabling all 3rd party background utilities, even those which should not have a direct impact on touch features?

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

Support: <Support@tracker-software.com>
JimmyD
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX

Post by JimmyD »

This happens on both my SP7 running Windows 11 and SP5 running Windows 10. PDFX is the only app on my systems that suffers from this issue.
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TrackerSupp-Daniel
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX

Post by TrackerSupp-Daniel »

Hello, JimmyD

Noted, but have you ensured that there are absolutely no third party background applications running on the devices? Even something simple that adds a button to the top corner of our Editor could have an effect on touch functionality, so it is very important to disable any features like that and see if the issue is still reproduced.

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

Support: <Support@tracker-software.com>
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Paul - Tracker Supp
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX

Post by Paul - Tracker Supp »

Hi JimmyD,

Can you please download this test build, try to reproduce the problem with zooming, and make a log with DbgView (it should be started before editor).

Please send logs to us if you can get this problem reproduced while actively logging with DbgView.

Let me know if you need help doing that?
Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
JimmyD
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX

Post by JimmyD »

TrackerSupp-Daniel wrote: Thu Aug 25, 2022 7:21 pm Hello, JimmyD

Noted, but have you ensured that there are absolutely no third party background applications running on the devices? Even something simple that adds a button to the top corner of our Editor could have an effect on touch functionality, so it is very important to disable any features like that and see if the issue is still reproduced.

Kind regards,
I remember I also had this issue, when I had every 3rd-party util disabled.

The circumstances that I currently face this issue with, is when I have like 20+ documents open, and then open another document tab from explorer, then close it again, then switch to some other tabs, after that, pinch zoom in PDFX often just stops working.
Last edited by JimmyD on Tue Sep 06, 2022 9:21 am, edited 2 times in total.
JimmyD
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX

Post by JimmyD »

I will try the debug thing later this week.

Btw, this thread shouldn't be marked as solved.
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Tracker Supp-Stefan
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX

Post by Tracker Supp-Stefan »

Hello JimmyD,

I've just removed the solved tag.
On the note of trying the debug - please do let us know your findings once you've had the chance to try it out.

Kind regards,
Stefan
JimmyD
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX

Post by JimmyD »

Sorry for being away for so long. Is there a more recent test build I can try?
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX

Post by Tracker Supp-Stefan »

Hello JimmyD,

There was an official build released on 27 Sept - so please try to update to build 364 and let us know if that works for you!

Kind regards,
Stefan
JimmyD
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX

Post by JimmyD »

Tracker Supp-Stefan wrote: Mon Nov 14, 2022 1:27 pm There was an official build released on 27 Sept - so please try to update to build 364 and let us know if that works for you!
The issue is still there.
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX

Post by Tracker Supp-Stefan »

Hello JimmyD,

Thanks for confirming and sorry to hear that this is still present!
Asking our devs working on touch support to take a look here.

Kind regards,
Stefan
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