Printer dialog - no printers available anymore

[sascha123]

Hi guys,
since a few days i cannot print anymore from pdf xchange viewer (2.5.210).
When the print dialog opens up, there is no printer available anymore. I am using the viewer for several months now and printing worked always fine.
Any ideas what I could do?
Thanks in advance,
Sascha

[Chris - Tracker Supp]

Hi Sascha,

First thing I would recommend would be to uninstall, restart your machine and re-install. This is not an issue that has been reported by other users.

Please let us know if that resolves your issue.

Best,
Chris

[sascha123]

Hi Chris,
thanks for your reply. I have un- and reinstalled twice but still have the same issue.
I also tried Acrobat Reader and that worked fine - such all other programs can user the Printer Drivers list.
Any further ideas?
Regards,
Sascha

[Will - Tracker Supp]

Hi Sascha,

Thanks for the info. - this is most odd and I'll admit, I've not seen this before. Could you open the Viewer and go to Help --> Report a Problem and make sure that all of the boxes are ticked? We'd like to be able to take a look at your system and printers information and see what's going on here.

In the body of the email that opens, please give a brief explanation of the issue and a link back to this topic.

Thanks, let me know!

[sascha123]

Hi Will,
the Report is out. I very look Forward to your help.
Regards,
Sascha

[Paul - Tracker Supp]

Hi Sascha

did you send that from the email associated with this forum account? I don't see the report.

[sascha123]

Hi Paul,
that's strange. First of all I thought that the Report is sent in the Background, but now I see that the Viewer does not open up the eMail in my Standard mail Programm.
I tried to run the Viewer as admin but still no email. Is there a place in the filesystem where I can get the Report to send manually?
I'll be on vacation for a few days so I am sorry that there will be a delay for my next post.
Regards,
Sascha

[Tracker Supp-Stefan]

Hi Sasha,

No the information is generated at the time of the report, so there isn't some place from which you can get it ready for e-mailing unfortunately. Please check that your mail client is also your default MAPI client, and this should allow the Viewer to launch it and include all the attachments needed.

Best,
Stefan

[sascha123]

Hi Stefan,

back from our Holidays I retried to generate the Report but didn't get it. The Viewer does not open up an email. I have to mention that I am working in the IT Business so I can say from myself that I'm non unexperienced and that my Maschine is quite properly configured. Generating mails to the Standard mail Client works fine for other programs. I have no clue why XChange Viewer behaves different.

Do you have any further ideas that I can try?

Best regards,
Sascha

[sascha123]

Hi again,
do you have any furthers ideas?
Thanks,
Sascha

[Ivan - Tracker Software]

Can you try the latest build of the Viewer (2.5.211) ?

Unfortunately, the Viewer uses Simple MAPI only to send report a problem, and sometimes, especially on 64-bit Windows it doesn't work properly. We are aware of this kind of issue and working on the solution.

If the problem with printers still persists, please come back and we will try to find a solution (maybe we will need to send you a debug version of the viewer to collect some debug information from a printing subsystem).

[sascha123]

I installed the 211 build but neither the printing Dialog worked nor the bug Report generation.
It would be nice to try the debug Version if possible. What do I have to do?
Regards,
Sascha

[Paul - Tracker Supp]

Hi Sascha,

Ivan will have to prepare a special build for you. When it is ready we will post here with instructions n it's use.

hth

[sascha123]

[sascha123]

Hi Ivan,

any News about the debug build?

Regards,
Sascha

[Paul - Tracker Supp]

I'll check with Ivan.

[sascha123]

Hi Ivan,

still waiting for any reply. Please let me know if the Special build is too complex for a Problem that is only reported once.
Would be ok for me, even if I would like to stay with XChange Viewer.

Regards,
Sascha

[Paul - Tracker Supp]

Hi sascha,

I'm so sorry for the delay. Ivan is on vacation. I'm trying to find who else I can have cook up a debug version for you.

So sorry this has taken so long.

[sascha123]

Hi guys,
since I am waiting for your answer since may (!!!) I finally did deinstall xchange viewed and switched back to Adobe.
Am really disappointed about your Support and hope that this is going better for your others customers.
Regards,
Sascha

[Paul - Tracker Supp]

Hi sascha123,

I am sorry that this has dragged on so long. Ivan was abroad and only just returned to this office. I can ask him again to make you the debug build if you still want to work on this. If not, all I can do is apologize that this fell through the cracks and offer to take this up again.

sincerely