PDF-XChange Editor Freezing While Opening PDFs

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dwmreg
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PDF-XChange Editor Freezing While Opening PDFs

Post by dwmreg »

PDF-XChange Editor Freezing While Opening PDFs

I'm running PDF-XChange Editor version 7.0 Build 325.1 and it will always crash and freeze while I am attempting to open any kind of PDF with the application. I've tried the basic troubleshooting steps - repaired the install, uninstalled and reinstalled, etc. Nothing works.

I'm running this on Windows 10 Enterprise with 16GB ram on a 64-bit OS.

The freezing manifests itself as the app tries to load a PDF it's window become white and eventually it's not responsive and freezes. You have to force quit it to exit (i.e. with Task Manager).

Has anyone seen this freezing problem?
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Tracker Supp-Stefan
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Re: PDF-XChange Editor Freezing While Opening PDFs

Post by Tracker Supp-Stefan »

Hello dwmreg,

Welcome to our forums!
Can you please try to update to build 327.0 (the current latest) first - and let us know if the problem is still there?

Regards,
Stefan
dwmreg
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Re: PDF-XChange Editor Freezing While Opening PDFs

Post by dwmreg »

Hello.

Unfortunately I'm in a large corporate environment and presently I don't have access to the version you are referring to in your post. So what can I do in the meantime? It is hard to say when my internal organization will upgrade to a dot version.

Thank you.
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TrackerSupp-Daniel
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Re: PDF-XChange Editor Freezing While Opening PDFs

Post by TrackerSupp-Daniel »

In the meantime you could try using the portable version, It is designed to run from a USB stick, so it should work unless the company has blocked portable applications as well.
You can download it here: https://www.pdf-xchange.com/produc ... fileid=616
I hope it helps!
Dan McIntyre - Support Technician
Tracker Software Products (Canada) LTD

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dwmreg
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Re: PDF-XChange Editor Freezing While Opening PDFs

Post by dwmreg »

I will download the portable version to try. Would there be a desktop version I could try to install with the latest release version? Right now your app isn't working at all so I really cannot make it much worse than it is now. I'm almost to the point just uninstalling it completely and giving up.
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TrackerSupp-Daniel
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Re: PDF-XChange Editor Freezing While Opening PDFs

Post by TrackerSupp-Daniel »

Yes certainly, I was not sure if you were allowed to install programs, which is why I suggested the portable version.
If you can install the program, simply download the appropriate installer from our product pages: https://www.pdf-xchange.com/products
Dan McIntyre - Support Technician
Tracker Software Products (Canada) LTD

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Our Web site domain and email address has changed as of 26/10/2023.
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Support@pdf-xchange.com
dwmreg
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Re: PDF-XChange Editor Freezing While Opening PDFs

Post by dwmreg »

ok gotcha. The portable version did run on my PC with no issues unlike the installed version. I'm downloading the installer for Win 10 to try on my client. Thanks for the help.
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TrackerSupp-Daniel
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Re: PDF-XChange Editor Freezing While Opening PDFs

Post by TrackerSupp-Daniel »

Glad I could, Let me know if the installed version has any issues!
Dan McIntyre - Support Technician
Tracker Software Products (Canada) LTD

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Dave S
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Re: PDF-XChange Editor Freezing While Opening PDFs

Post by Dave S »

I am now having the same problem with Windows 11. If I have 3 or 4 PDF files open and then come back to PDF Xchange the software is completely locked up and the only way I can recover is to close the software and task manager and start again. I would appreciate any guidance I can get.
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Tracker Supp-Stefan
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Re: PDF-XChange Editor Freezing While Opening PDFs

Post by Tracker Supp-Stefan »

Hello Dave S,

Can you please confirm which build of the Editor is currently installed on your machine?
You can check this in Help -> About.

Kind regards,
Stefan
Dave S
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Re: PDF-XChange Editor Freezing While Opening PDFs

Post by Dave S »

Hi Stephan, Is this what you need: current version: 9.3.361.0 ?
Any help would be appreciated.
Dave
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TrackerSupp-Daniel
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Re: PDF-XChange Editor Freezing While Opening PDFs

Post by TrackerSupp-Daniel »

Hello, Dave S

If you can reliably reproduce this, can you confirm if it only happens with those specific files? as an example, does the same still happen if you open 3 other files, and only one of those 4? Perhaps there is something in 1 of those 4 specific files that is causing this freezee to occur. If you can do some testing on that and identify if it is with any file, or one of those specifically, it would help. If the problem is with a specific file, please send us that file. If it seems to happen with all files, please follow the steps here to create a "process dump" (not a crash dump): https://www.pdf-xchange.com/knowle ... cess-dump1

With one of these, we will hopefully be able to find something that can lead us to a resolution.

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

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Our Web site domain and email address has changed as of 26/10/2023.
https://www.pdf-xchange.com
Support@pdf-xchange.com
Dave S
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Re: PDF-XChange Editor Freezing While Opening PDFs

Post by Dave S »

I will do that Stefan and get back to you. My apologies for the earlier misspelling of your name, but I am an old man with a tremor who uses dictation software. As a former scientist, it appeals to me to go back and see if I can come up with which files caused the problem and under what conditions. It may take me a little while, but I definitely don't want to go back to Adobe Acrobat.
Regards
Dave
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TrackerSupp-Daniel
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Re: PDF-XChange Editor Freezing While Opening PDFs

Post by TrackerSupp-Daniel »

Hello, Dave S

No rush, you can take your time. We will be here whenever you find out. If you are unsure, or think the testing will take too long, you could also capture the process dump, and then send both that, and the 4 files which you are using, then I could see if I can reproduce the issue here.

Is there anything you do with the files beyond open them and then leave the software for a few moments?

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
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