Repair / Reinstall failed

[user48]

Hi,

I noticed none of the editing fonctions work for me, resulting in critical error.
I tried updating to newest version, resetting Settings, Repair Installer, Uninstall and reinstall, Uninstall with registry deletion and reinstall.
Nothing works, also now the program takes about 40 seconds to start up. I noticed even if I seem to have cleaned every remnant of the program, it still finds my license key and UI settings after fresh install.

How can I delete everything, or what is a way to fix this?

Version 9.3 build 361.0 licensed

Thank you

[Paul - Tracker Supp]

Hi user48,

the settings and license are stored in the registry, when you said:

Uninstall with registry deletion and reinstall.

What registry keys did you delete?

Most per user settings are in HKEY_CURRENT_USER\SOFTWARE\Tracker Software, depending on how the key was installed it could be in HKEY_LOCAL_MACHINE\SOFTWARE\Tracker Software

My concern is that maybe you are reinstalling to restore Editing but perhaps the issue isn't the installation but the PDF may not allow Editing. Do you want to send us the PDF in question so that we may check that?

Secured PDFs for example won't let you edit them, image based PDFs need OCR run on them to convert them to editable text for example.
Maybe the issue is not the software but the PDF? I am keen to see a sample file that yo cannot edit.

Can you edit the attached PDF?

PDFXLicense.pdf

(38.89 KiB) Downloaded 21 times

[user48]

Thank you : )

I used BCUninstaller, which deletes assumed remnants of a program after deinstallation. Certainly doesn't find all entries.

Your file takes 40 seconds to open, even with PDFX Session open (any other file too, closing and reopening the app too), that was not the case before the program update (previous Version from 02.2022).

Compared to yesterday, all editing functions work now without the critical error on all documents. I did not change anything, and the PC was in Hibernate with PDFXChange running from yesterday, very strange : )

I guess it is an issue with my Windows Image, so I will try to fully uninstall everything, all the settings, except Vault.

[user48]

I did uninstall, deleted all registry folders, restart, reinstall, restart.

HKEY_CURRENT_USER\SOFTWARE\Tracker Software
HKEY_LOCAL_MACHINE\SOFTWARE\Tracker Software

The critical errors on editing are back, startup is still very slow (over 1 minute now), also the program remembered the last unsaved edits in the recovery pane, so there must be more registry options or remnants on disk.

I don't know what to do. (I think it is an issue with the Windows Image, some cybersecurity app may delay everything for quite some time, but not with other programs)

[Paul - Tracker Supp]

Hi user48,

well the slow start is definitely an issue we should look into, the "hang" you show is likely related.

What we can do is get a "process/memory dump" and have our guys analyze it. While that screen is showing please right click it in the Windows Task manager and select "Create Dump File"

Details on doing this are here: https://www.pdf-xchange.com/knowle ... cess-dump1
The dump file may be too large for email, in which case I would ask you to upload it to our file service as detailed here: https://www.pdf-xchange.com/knowle ... le-service

[user48]

What we can do

Oh, very cool. I uploaded the file

Dumped:
* App startup (about 60 seconds)
* highlighting text (App not responding for about 60 seconds)

Not dumped:
* Any following opening of another PDF in the same session takes about 60 seconds.
* Any following highlighting / editing is with no delay.

[Paul - Tracker Supp]

Thanks for this user48,

we have your dump files (thanks for that) and will advise as to what we suggest should come next once the analysis is done.

cheers

[Paul - Tracker Supp]

Hi again user48

there is noting in that dump to tell us what is going on beyond that it is waiting for a response from Windows that it never gets.

We see from the dump that you are using antivirus. It may be blocking things. Can you test either disabling McAfee or White Listing the folder C:\Program Files\Tracker Software\PDF Editor and test again?

If that does not work we would like to do a remote session with you and one of our devs to investigate further if that is OK with you.

regards

[user48]

McAfee

never dies. I will open an intrnal ticket with our IT support since the antivirus is without client agent GUI and remote managed.
I thought so, thank you for looking into this!

[Paul - Tracker Supp]

Thanks for doing that user48.

I am pleased to hear things are working.

I am also keen to know if you paused it for the test or white listed C:\Program Files\Tracker Software\PDF Editor