Sometimes pinch zooming with touch stops working, until restarting PDFX
Moderators: TrackerSupp-Daniel, Tracker Support, Vasyl-Tracker Dev Team, Chris - Tracker Supp, Sean - Tracker, Tracker Supp-Stefan
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Description of issue/request: "................."
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.
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PDF-XChange Editor, Version 5.5 Build 315.
Description of issue/request: "................."
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Sometimes pinch zooming with touch stops working, until restarting PDFX
Sometimes pinch zooming with touch stops working, until restarting PDFX.
"version 9.2.358.0 release - 25-10-2021", on Windows 11.
"version 9.2.358.0 release - 25-10-2021", on Windows 11.
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
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
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
Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
It's a Surface Pro 7, i7.
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
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@pdf-xchange.com, or if it is too large to email, use the "useruploads" site mentioned at the bottom of the article.
https://www.pdf-xchange.com/knowle ... cess-dump1
Kind regards,
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@pdf-xchange.com, or if it is too large to email, use the "useruploads" site mentioned at the bottom of the article.
https://www.pdf-xchange.com/knowle ... cess-dump1
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
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
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
I just sent a process dump.
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
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
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
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
I still often suffer from this issue.
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
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,
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,
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
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
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
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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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
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,
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,
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
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
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
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?
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
Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
I remember I also had this issue, when I had every 3rd-party util disabled.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,
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.
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
I will try the debug thing later this week.
Btw, this thread shouldn't be marked as solved.
Btw, this thread shouldn't be marked as solved.
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
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
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
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
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
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
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
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
The issue is still there.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!
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
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
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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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
The latest build with the big touch improvements still has this issue.
Could you send me a recent test build to debug? Since due to my fault, I didn't do the debug thing last time.
Could you send me a recent test build to debug? Since due to my fault, I didn't do the debug thing last time.
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
Hello, JimmyD
When you say "the latest build" can you please clarify which exact build you are running? The current latest release is 9.5.366.0. You can check to confirm which you have running under help > about.
Kind regards,
When you say "the latest build" can you please clarify which exact build you are running? The current latest release is 9.5.366.0. You can check to confirm which you have running under help > about.
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
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
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
This is the one I'm running. I'm always running the latest.TrackerSupp-Daniel wrote: ↑Mon Dec 19, 2022 11:21 pm When you say "the latest build" can you please clarify which exact build you are running? The current latest release is 9.5.366.0. You can check to confirm which you have running under help > about.
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
Hello, JimmyD
Thank you for confirming. Vasyl (The Developer handling this particular item) is aware of the issue now, and will be working on a solution for you shortly. I should note that with the Holidays coming up, he may not be able to complete that solution this week, and so you may be looking at a wait of a few more weeks until the we all return to the office in January.
For tracking purposes, this is the ticket number in question:
RT#6354: Bug: errors with touch pinch-zooming
My apologies for the Delay!
Kind regards,
Thank you for confirming. Vasyl (The Developer handling this particular item) is aware of the issue now, and will be working on a solution for you shortly. I should note that with the Holidays coming up, he may not be able to complete that solution this week, and so you may be looking at a wait of a few more weeks until the we all return to the office in January.
For tracking purposes, this is the ticket number in question:
RT#6354: Bug: errors with touch pinch-zooming
My apologies for the Delay!
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
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
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Re: Sometimes pinch zooming with touch stops working, until restarting PDFX
Hello again JimmyD,
I just wanted to post a confirmation that I just sent you a direct email with a direct download link for a portable version that should hopefully resolve this. Please let me know if you do not receive that email and I will try to send it another way.
Kind regards,
I just wanted to post a confirmation that I just sent you a direct email with a direct download link for a portable version that should hopefully resolve this. Please let me know if you do not receive that email and I will try to send it another way.
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
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