Convert to PDF Button fails silently on Outlook 365

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barry o'connell
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Convert to PDF Button fails silently on Outlook 365

Post by barry o'connell » Thu Jan 31, 2019 2:30 pm

Office Version: Office Home 365 (latest version as at 31/Jan/2019)
Windows 10 Pro Version 1809, build 17763.292 (all updates applied as at 31/Jan/2019).
PDF-XChange Editor Plus Version 7.0, Build 328.2.

The "Convert to PDF" button on emails has stopped working. I can still print to PDF, but it was a lot quicker to just hit the button and this was working until December/January. Likely an MS Office update that broke compatibility. Installed latest PDF Pro assuming it would include a fix, but no joy. Is this issue being worked on?

Screenshots attached.
Attachments
ConvertButton.jpg
1) I click this button on an email
ConvertSave.jpg
2) I choose a file location and name
ConvertProgress.jpg
3) The progress dialog pops up (empty)
ConvertProgress.jpg (6.07 KiB) Viewed 326 times
ConvertNoFileCreated.jpg
4) the dialog disappears and no file is produced.

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TrackerSupp-Daniel
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Posts: 2280
Joined: Wed Jan 03, 2018 6:52 pm

Re: Convert to PDF Button fails silently on Outlook 365

Post by TrackerSupp-Daniel » Thu Jan 31, 2019 6:59 pm

Hello Barry,

I am sorry to say that I don't believe we have seen this issue before. Can I ask you to create some printer tmp files by following the steps in this article, and then send them to us.
When you reach step 7, simply use the convert function, as this utilizes the printer as well tmp files should be generated.

If the files are small enough (less than 5mb) you can zip them up and post them here, otherwise, you should be able to email them to us via Support@Tracker-Software.com
Please include a link to this post if you email them.

thank you!
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

Sales: +1 (250) 324-1621
Fax: +1 (250) 324-1623

barry o'connell
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Posts: 3
Joined: Thu Jan 23, 2014 7:23 pm

Re: Convert to PDF Button fails silently on Outlook 365

Post by barry o'connell » Sun Feb 03, 2019 2:37 pm

Thanks, I tried to follow the instructions but no .tmp or .xml file was created when I used the convert button. I then used regular print to make sure I was searching correctly and the .tmp file got created for that just fine.

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TrackerSupp-Daniel
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Joined: Wed Jan 03, 2018 6:52 pm

Re: Convert to PDF Button fails silently on Outlook 365

Post by TrackerSupp-Daniel » Mon Feb 04, 2019 6:08 pm

Thank you for trying that, It is odd that no tmp files would be created, but as such, can you instead try setting up "crash logging" by following the steps here.
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

Sales: +1 (250) 324-1621
Fax: +1 (250) 324-1623

barry o'connell
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Posts: 3
Joined: Thu Jan 23, 2014 7:23 pm

Re: Convert to PDF Button fails silently on Outlook 365

Post by barry o'connell » Wed Feb 06, 2019 9:07 pm

image.png
Dump files with the timestamp of when I tried to do the export already exist in the crash dumps location. I have just uploaded them to the upload file service.
image.png
Attachments
HtmlToPdfApp.x86.exe.8564.zip
(2.46 MiB) Downloaded 11 times

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TrackerSupp-Daniel
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Joined: Wed Jan 03, 2018 6:52 pm

Re: Convert to PDF Button fails silently on Outlook 365

Post by TrackerSupp-Daniel » Wed Feb 06, 2019 9:51 pm

Hello Barry,

Thank you for these files, I have just asked the Dev team to take a look as soon as they can. Once we hear back from them we will be sure to let you know.

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

Sales: +1 (250) 324-1621
Fax: +1 (250) 324-1623

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