Crash application

[J.Boudry]

Hello,
User of PDF Xchange PRO for several years, I am faced with a problem on the workstation of a user.
indeed, some PDF files open correctly, but most cause the application to crash!

I uninstalled everything and reinstalled correctly by following this link: https://forum.pdf-xchange.com/viewtopic.php?f=62&t=33842&p=140227&hilit=clean+install#p140227 but nothing helped!

Here are the indications of the event viewer:
Nom de l’application défaillante PDFXEdit.exe, version : 9.4.364.0, horodatage : 0x6333769b
Nom du module défaillant : PDFXEditCore.x64.dll, version : 9.4.364.0, horodatage : 0x6333767e
Code d’exception : 0xc0000005
Décalage d’erreur : 0x0000000000c90176
ID du processus défaillant : 0x2bf4
Heure de début de l’application défaillante : 0x01d8f5233622e21a
Chemin d’accès de l’application défaillante : C:\Program Files\Tracker Software\PDF Editor\PDFXEdit.exe
Chemin d’accès du module défaillant: C:\Program Files\Tracker Software\PDF Editor\PDFXEditCore.x64.dll
ID de rapport : 914708f0-bb6e-43f9-a487-a9320cd0602a
Nom complet du package défaillant :
ID de l’application relative au package défaillant :

Détecteur d'erreurs 1234972403275090428, type 4
Nom d’événement : APPCRASH
Réponse : Non disponible
ID de CAB : 0

Signature du problème :
P1 : PDFXEdit.exe
P2 : 9.4.364.0
P3 : 6333769b
P4 : PDFXEditCore.x64.dll
P5 : 9.4.364.0
P6 : 6333767e
P7 : c0000005
P8 : 0000000000c90176
P9 :
P10 :

Fichiers joints :
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB5B3.tmp.mdmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB788.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB7A9.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB7B6.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB7D6.tmp.txt

Ces fichiers sont peut-être disponibles ici :
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_PDFXEdit.exe_b7923a5aa36c67e8a8186589f89fe8aa3f8151_0bff5271_c3d7b16a-3d12-47d5-b2ce-0d2c4266a14b

Symbole d’analyse :
Nouvelle recherche de la solution : 0
ID de rapport : 914708f0-bb6e-43f9-a487-a9320cd0602a
Statut du rapport : 268435456
Récipient avec hachage : 38f8524aad9c703ff12380db8c9f49fc
GUID CAB :0

I do not know what to do !

the user is on an up-to-date windows 10.

thank you in advance for your help

[J.Boudry]

Report.zip

(3.61 KiB) Downloaded 16 times

File additional information

[TrackerSupp-Daniel]

Hello, J.Boudry

Thank you for sending this over, everything we would normally ask for seems to already be here, so for the moment I can only pass this along to the Dev team to investigate, thank you again for streamlining the process!

We will get back to you as soon as they have looked this over.

Kind regards,

[J.Boudry]

Hello,

Do you have feedback from your dev department's investigations?

[TrackerSupp-Daniel]

Hello, J.Boudry

Sorry for the long delay, the holiday weekend put us a little bit off schedule. It seems that what you provided above was not a comprehensive crash dump like I expected, but instead only a basic report. Can I ask you to please follow the steps here to configure full crash dump logging, and then send us the generated file?
https://www.pdf-xchange.com/knowle ... estigation

Kind regards,

[J.Boudry]

Hello,

the PDFXEdit.exe.13424.zip file has been uploaded to the Tracker Software File service.

Thank you for your comeback.

[TrackerSupp-Daniel]

Hello, J.Boudry

Thank you for that, I have once again passed it on to the Dev responsible for this area. I will be back as soon as he is done his investigation.

Kind regards,

[TrackerSupp-Daniel]

Hello again!

So, quick investigation with this one, it seems that the issue lies with something in the History data files we keep in our appdata folder. something within them is causing this crash, and thankfully, there is an easy fix.
Before you do that though, we would very much appreciate if you could send us a copy of the files in question, so that we can try to reproduce the issue and find a way to prevent it in the future. Do ensure that the software is closed before you begin this process.

The files in question are located here:
%appdata%\Tracker Software\PDFXEditor\3.0

The two files in question are:
History.dat
HistoryThumbs.dat

If you can send us a copy of just the "history.dat" file (this only contains file names and paths of your recently accessed documents) that would be what we need to investigate this. Once you send us a copy of that file, you can delete both of these files. Then you should be able to open the software and carry on without issue.

Kind regards,

[J.Boudry]

Hello,
The History.dat file has been dropped onto your file system.
I also confirm that deleting this file solved the problem.

[Tracker Supp-Stefan]

Hello J.Boudry,

Thanks for this! Passing the file for further investigation!

Kind regards,
Stefan