Forum

PDFSaver4.exe intermittent failures and lockups

PDF-XChange Drivers API (only) V4
This Forum is for the use of Software Developers requiring help and assistance for Tracker Software's PDF-XChange Printer Drivers SDK (only) - VERSION 4 - Please use the PDF-Tools SDK Forum for Library DLL assistance.

Moderators: Tracker Support, Lesya - Tracker, Chris - Tracker Supp, Vasyl-Tracker Dev Team, Tracker Supp-Stefan

PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Fri Mar 09, 2012 4:03 pm

Hi

We are running an application that makes use of the pdfXchange drivers api.

We are getting intermittent problems on many sites where we get an exception like the one below, this happens on 4.0.197.0 but it also happens on the later 201 version. This is not an easily repeatable exception there seems to be no rhyme or reason to it but when the exception dialog appears everything stops. This is the 64 bit version but we are getting problems on the 32 bit version as well.

Problem signature:
Problem Event Name: BEX64
Application Name: pdfSaver4.exe
Application Version: 4.0.197.0
Application Timestamp: 4e173ff6
Fault Module Name: StackHash_c417
Fault Module Version: 0.0.0.0
Fault Module Timestamp: 00000000
Exception Offset: 0000000001fd0208
Exception Code: c0000005
Exception Data: 0000000000000008
OS Version: 6.1.7601.2.1.0.272.7
Locale ID: 2057
Additional Information 1: c417
Additional Information 2: c4171e2bb2e6ce3fc10d17da7a2576b5
Additional Information 3: ef55
Additional Information 4: ef55fd1d663ca70b59c480b22bc0b549

Image

The issue is not exclusively the above exception sometimes it is slightly different, we are in the process of capturing some stats and eventlog data to post to you in connection with this problem.

We've been using PDF Exchange for years with the same code and not had the frequency of issues that we are experiencing now.

Thanks
Jim
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby John - Tracker Supp on Fri Mar 09, 2012 8:35 pm

I appreciate your comment that the problem appears intermittent - but is this restricted to one client site/machine or more and can you replicate locally ?

I see this is Windows 7/64 bit - is this common or restricted to one MS Windows version (e.g Win7 only or XP, Vista too ?)

Is there any additonal info/log available in the Windows event viewer - such as a Stack or memory dump that may help, one intial thought - have you tried setting a longer 'Unload' time out via the printer settings in the drivers API ?

Also it would be better to have the info for build 201 as any 'fix' if required would need to be based on this as the corrected will be in build 202 ..

Ulitmatley to assist we may need a small sample app to allow us to reproduce ...

Thanks
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

Best regards
Tracker Support
http://www.tracker-software.com
John - Tracker Supp
Site Admin
 
Posts: 7672
Joined: Tue Jun 29, 2004 10:34 am
Location: Vancouver Island - Canada

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Mon Mar 12, 2012 11:42 am

It's Windows Server 2008 R2 mostly, our document management system run on the server, we are getting this issue on multiple physical sites on Windows Server 2003, 2008 and 2008 R2 so it is happening on both 32 bit and 64 bit systems.

We have around 100 customers worldwide using our ERP system and as a result although the problem is intermittent from the end users perspective, from our perspective it's a support problem every day because it happens to at least one site almost every day.

It just happened again this morning at a site we had already upgraded to the 201 version, the details are below, sadly there is no memory dump but I have copied the additional details from the WER report .

The problem is that when the exception pops up it appears to block all other PDF generation until such time as the exception dialog is cleared but none of our real world end users have access to their servers in order to clear this exception dialog, so everything just stops for them and the call our support desk.

Regards timing, we had a look through our own logs to see what report was actually printing at the time of the exception, it was a delivery statistics report which can be pretty big on some sites, the report generation run started at 9:54 am and the exception occurred at 9:57 am so I guess the PDF would have been pretty big.

Regards building a test case, It will be hard to do this as our ERP system relies on a fairly large Pervasive SQL database and is itself a very old legacy system which natively can do little better than old fashioned line printer output, as a result we had to write an interface to our Document Management system that uses an Access application on the server as a data source aggregator and reporting engine, so the actual PDF generation is being done by Access.

Historically it appears that we have been having this problem for quite a while and our support team have just been dealing with it but they recently escalated the issue to me as we are now getting a general feeling of dissatisfaction from our client base with our Reporting and Document systems.

The details of today's exception on version 201 are copied below.

Regards
Jim

------------------------------------------------------------------------------------------------------
Problem signature:
Problem Event Name: APPCRASH
Application Name: pdfSaver4.exe
Application Version: 4.0.201.0
Application Timestamp: 4f1db147
Fault Module Name: pdfSaver4.exe
Fault Module Version: 4.0.201.0
Fault Module Timestamp: 4f1db147
Exception Code: c0000005
Exception Offset: 0000000000054fb3
OS Version: 6.1.7601.2.1.0.272.7
Locale ID: 2057
Additional Information 1: 3d42
Additional Information 2: 3d425a146813f89ab07c4f0c070c5fce
Additional Information 3: 7b72
Additional Information 4: 7b726297490baffbc35e45d9c6b55cf8

------------------------------------------------------------------------------------------------------
Version=1
EventType=APPCRASH
EventTime=129758491983366962
ReportType=2
Consent=1
ReportIdentifier=72c63203-6a9c-11e1-9ee3-000c290b6938
IntegratorReportIdentifier=72c63202-6a9c-11e1-9ee3-000c290b6938
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=pdfSaver4.exe
Sig[1].Name=Application Version
Sig[1].Value=4.0.201.0
Sig[2].Name=Application Timestamp
Sig[2].Value=4f1db147
Sig[3].Name=Fault Module Name
Sig[3].Value=pdfSaver4.exe
Sig[4].Name=Fault Module Version
Sig[4].Value=4.0.201.0
Sig[5].Name=Fault Module Timestamp
Sig[5].Value=4f1db147
Sig[6].Name=Exception Code
Sig[6].Value=c0000005
Sig[7].Name=Exception Offset
Sig[7].Value=0000000000054fb3
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=6.1.7601.2.1.0.272.7
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=2057
DynamicSig[22].Name=Additional Information 1
DynamicSig[22].Value=3d42
DynamicSig[23].Name=Additional Information 2
DynamicSig[23].Value=3d425a146813f89ab07c4f0c070c5fce
DynamicSig[24].Name=Additional Information 3
DynamicSig[24].Value=7b72
DynamicSig[25].Name=Additional Information 4
DynamicSig[25].Value=7b726297490baffbc35e45d9c6b55cf8
UI[2]=C:\Program Files\Tracker Software\PDF-XChange 4\pdfSaver4.exe
UI[3]=pdfSaver for PDF-XChange 4.0 has stopped working
UI[4]=Windows can check online for a solution to the problem.
UI[5]=Check online for a solution and close the program
UI[6]=Check online for a solution later and close the program
UI[7]=Close the program
LoadedModule[0]=C:\Program Files\Tracker Software\PDF-XChange 4\pdfSaver4.exe
LoadedModule[1]=C:\Windows\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\Windows\system32\kernel32.dll
LoadedModule[3]=C:\Windows\system32\KERNELBASE.dll
LoadedModule[4]=C:\Windows\system32\USER32.dll
LoadedModule[5]=C:\Windows\system32\GDI32.dll
LoadedModule[6]=C:\Windows\system32\LPK.dll
LoadedModule[7]=C:\Windows\system32\USP10.dll
LoadedModule[8]=C:\Windows\system32\msvcrt.dll
LoadedModule[9]=C:\Windows\system32\WINSPOOL.DRV
LoadedModule[10]=C:\Windows\system32\ADVAPI32.dll
LoadedModule[11]=C:\Windows\SYSTEM32\sechost.dll
LoadedModule[12]=C:\Windows\system32\RPCRT4.dll
LoadedModule[13]=C:\Windows\system32\SHELL32.dll
LoadedModule[14]=C:\Windows\system32\SHLWAPI.dll
LoadedModule[15]=C:\Windows\system32\ole32.dll
LoadedModule[16]=C:\Windows\system32\OLEAUT32.dll
LoadedModule[17]=C:\Windows\system32\CRYPT32.dll
LoadedModule[18]=C:\Windows\system32\MSASN1.dll
LoadedModule[19]=C:\Windows\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_6.0.7601.17514_none_fa396087175ac9ac\COMCTL32.dll
LoadedModule[20]=C:\Windows\system32\WININET.dll
LoadedModule[21]=C:\Windows\system32\Normaliz.dll
LoadedModule[22]=C:\Windows\system32\iertutil.dll
LoadedModule[23]=C:\Windows\system32\urlmon.dll
LoadedModule[24]=C:\Windows\system32\WINMM.dll
LoadedModule[25]=C:\Windows\system32\VERSION.dll
LoadedModule[26]=C:\Windows\system32\WS2_32.dll
LoadedModule[27]=C:\Windows\system32\NSI.dll
LoadedModule[28]=C:\Windows\system32\IMM32.DLL
LoadedModule[29]=C:\Windows\system32\MSCTF.dll
LoadedModule[30]=C:\Windows\system32\avgrssta.dll
LoadedModule[31]=C:\Windows\system32\CRYPTBASE.dll
LoadedModule[32]=C:\Windows\system32\CLBCatQ.DLL
LoadedModule[33]=C:\Windows\system32\CRYPTSP.dll
LoadedModule[34]=C:\Windows\system32\rsaenh.dll
LoadedModule[35]=C:\Windows\system32\RpcRtRemote.dll
LoadedModule[36]=C:\Windows\system32\UxTheme.dll
LoadedModule[37]=C:\Windows\system32\SXS.DLL
LoadedModule[38]=C:\Windows\system32\spool\DRIVERS\x64\3\PXC40UIf.DLL
LoadedModule[39]=C:\Windows\System32\jscript.dll
LoadedModule[40]=C:\Windows\system32\SETUPAPI.dll
LoadedModule[41]=C:\Windows\system32\CFGMGR32.dll
LoadedModule[42]=C:\Windows\system32\DEVOBJ.dll
LoadedModule[43]=C:\Windows\system32\propsys.dll
LoadedModule[44]=C:\Windows\system32\ntmarta.dll
LoadedModule[45]=C:\Windows\system32\WLDAP32.dll
FriendlyEventName=Stopped working
ConsentKey=APPCRASH
AppName=pdfSaver for PDF-XChange 4.0
AppPath=C:\Program Files\Tracker Software\PDF-XChange 4\pdfSaver4.exe
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby John - Tracker Supp on Mon Mar 12, 2012 3:49 pm

Can I ask how big the file would be in pages/KB if completed successfully in a typical example?

It may be necessary depending on the resources available on the specific machine to perhaps put some kind of pause in place or write to several files and then append/merge them as part of your routine - note I am just making comments at this point, I will discuss further with our project team today and come back, but some idea of the file size would help to be more specific our end and give you a 'reliable' answer.

Thanks
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

Best regards
Tracker Support
http://www.tracker-software.com
John - Tracker Supp
Site Admin
 
Posts: 7672
Joined: Tue Jun 29, 2004 10:34 am
Location: Vancouver Island - Canada

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Mon Mar 12, 2012 5:16 pm

Ah sorry the size thing might not be an issue we just re-ran the report and it's only a couple of pages, odd that our log time and the exception time are 3 minutes apart though.

We have been using the PDF Printer driver for many many years and we know it copes well with some pretty big report runs we have regularly had multi megabyte PDF's out of it in the past, so the size should not really be an issue.

We have just had another separate issue at another site today so I am going to have to open another thread for that one as it's not related to this one in any way.
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby John - Tracker Supp on Mon Mar 12, 2012 5:43 pm

Hi,

If I understand this has only recently become an issue and previously worked ok ...?

Is it possible something in your app has changed affecting this recently - also is this running as a service and if so under 'Admin rights' and is the user actually logged in or is the serrver sitting without a user logged in ?

Thanks
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

Best regards
Tracker Support
http://www.tracker-software.com
John - Tracker Supp
Site Admin
 
Posts: 7672
Joined: Tue Jun 29, 2004 10:34 am
Location: Vancouver Island - Canada

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Tue Mar 13, 2012 12:23 am

H John,

No that is not what I said, it would appear the problem has been around for a while possibly a year or so, our support staff have simply either being upgrading sites to the latest printer driver or have been manually clearing the exception on the servers if no latest update of your printer driver has been available, slightly hard to say exactly when it has become a pronounced problem, sorry.

The patience of our support staff has however now worn out and they are now putting pressure on development, namely me, to get this fixed, they should have made me aware of the extent of the issue much earlier but such is life in a production environment.

We are now trying to collect detailed information regards the reports running at the time of these exceptions, the OS environment, printer driver version, 64 or 32 bit and so on.

It's not running as a service our entire ERP system has to run under a user desktop login on the server as I mentioned it is a very old legacy system and has some rather awkward limitations in this respect, the account it runs under pretty much always has server admin rights, horrible I know but we are stuck with that for historic reasons.

Our ERP system spawns a control program written in Object Pascal that manipulates Access as a COM server, Access does the work and provides the code to make the RPC calls to pdfsaver4.exe to manage the driver unlock and driver control settings.

All of this has to run reliably as unattended processes on the server, it does mostly run reliably and has done for about 8 or 9 years.

The driver unlock code is pretty much a clone of your provided code, this process is much improved in version 4 compared to the unlock process on version 3 so I am very happy with that aspect, the private printer instance per call model is also great compared to the old version 3 model.

I spent a fair bit of time today verifying that nothing in the unlock and printing code has changed in the last few years, it hasn't.

As we are simply using the driver as a printer all we are doing is calling the unlock with our credentials, providing the output path, not using compression, asking for embedded fonts and turning off the progress bar, just the usual stuff.

Thanks for your responses by the way!

Jim
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby John - Tracker Supp on Tue Mar 13, 2012 1:06 am

Hi Jim,

thanks for the detailed info - this is now with our drivers specilist for review and no doubt he will be in touch with you or I as to what he feels the next step should be.

Thanks for your patience
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

Best regards
Tracker Support
http://www.tracker-software.com
John - Tracker Supp
Site Admin
 
Posts: 7672
Joined: Tue Jun 29, 2004 10:34 am
Location: Vancouver Island - Canada

Re: PDFSaver4.exe intermittent failures and lockups

Postby John - Tracker Supp on Tue Mar 13, 2012 6:37 pm

Hi Jim,

we believe we may have located the cause of the problem and later today we hope to provide a beta fix for you to test and advise if this corrects the isuse prior to releasing in the next official build (202) later this month. This will also have some 'debug' code and 'dump' data so that if the crash still occurs after this fix is in place we can better source the root of the problem.

thanks for your patience.
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

Best regards
Tracker Support
http://www.tracker-software.com
John - Tracker Supp
Site Admin
 
Posts: 7672
Joined: Tue Jun 29, 2004 10:34 am
Location: Vancouver Island - Canada

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Wed Mar 14, 2012 1:17 pm

That's great news John thanks.

We will need to limit any beta version to just a couple sites for a few days and if there are no major problems with that we will roll it out across our user base as we won't know if we still have the problem without a statistically large sample of sites.
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby Ivan - Tracker Software on Thu Mar 15, 2012 3:52 pm

Please download file http://www.docu-track.co.uk/PdfSaver4_201_fix.zip.

Then, please make sure there are no processes named pdfSaver4.exe executed (if it is, you can just terminate it), make a backup of the existing pdfSaver4.exe into the installation folder of the driver, and extract the corresponding file into this folder.

Please let us know if you still have any issues with pdfSaver failures etc.

Thanks
Tracker Software (Project Director)

When attaching files to any message - please ensure they are archived and posted as a .ZIP, .RAR or .7z format - or they will not be posted - thanks.
Ivan - Tracker Software
Site Admin
 
Posts: 2984
Joined: Thu Jul 08, 2004 10:36 pm
Location: Vancouver Island - Canada

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Fri Mar 16, 2012 9:16 am

Ah Ivan any chance we could get a 32 bit version and a 64 bit version, we get this problem on both types of server OS.

Jim
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Fri Mar 16, 2012 10:50 am

We just put it in at one site this morning and we got this exception pretty quickly.

Are there additional error logs that you would expect with this version, I could not find any?


Windows Server 2008 R2 64 bit.

---------------------------------------------------------------------------------------------------
Problem signature:
Problem Event Name: APPCRASH
Application Name: pdfSaver4.exe
Application Version: 4.0.201.0
Application Timestamp: 4f612070
Fault Module Name: pdfSaver4.exe
Fault Module Version: 4.0.201.0
Fault Module Timestamp: 4f612070
Exception Code: c0000005
Exception Offset: 0000000000054c03
OS Version: 6.1.7601.2.1.0.272.7
Locale ID: 2057
Additional Information 1: 3d42
Additional Information 2: 3d425a146813f89ab07c4f0c070c5fce
Additional Information 3: 1d85
Additional Information 4: 1d85704deced947373b79a0dff27b624
---------------------------------------------------------------------------------------------------

Faulting application name: pdfSaver4.exe, version: 4.0.201.0, time stamp: 0x4f612070
Faulting module name: pdfSaver4.exe, version: 4.0.201.0, time stamp: 0x4f612070
Exception code: 0xc0000005
Fault offset: 0x0000000000054c03
Faulting process id: 0x5ac
Faulting application start time: 0x01cd035d1945e078
Faulting application path: C:\Program Files\Tracker Software\PDF-XChange 4\pdfSaver4.exe
Faulting module path: C:\Program Files\Tracker Software\PDF-XChange 4\pdfSaver4.exe
Report Id: 58ca81d1-6f50-11e1-9ee3-000c290b6938

---------------------------------------------------------------------------------------------------

Fault bucket , type 0
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: pdfSaver4.exe
P2: 4.0.201.0
P3: 4f612070
P4: pdfSaver4.exe
P5: 4.0.201.0
P6: 4f612070
P7: c0000005
P8: 0000000000054c03
P9:
P10:

Attached files:

These files may be available here:
C:\Users\administrator.REEDBUT\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_pdfSaver4.exe_961599e14da3515816f7b46476672498c0385418_71fdcf17

Analysis symbol:
Rechecking for solution: 0
Report Id: 58ca81d1-6f50-11e1-9ee3-000c290b6938
Report Status: 0


---------------------------------------------------------------------------------------------------
Version=1
EventType=APPCRASH
EventTime=129763662694777910
ReportType=2
Consent=1
ReportIdentifier=58ca81d2-6f50-11e1-9ee3-000c290b6938
IntegratorReportIdentifier=58ca81d1-6f50-11e1-9ee3-000c290b6938
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=pdfSaver4.exe
Sig[1].Name=Application Version
Sig[1].Value=4.0.201.0
Sig[2].Name=Application Timestamp
Sig[2].Value=4f612070
Sig[3].Name=Fault Module Name
Sig[3].Value=pdfSaver4.exe
Sig[4].Name=Fault Module Version
Sig[4].Value=4.0.201.0
Sig[5].Name=Fault Module Timestamp
Sig[5].Value=4f612070
Sig[6].Name=Exception Code
Sig[6].Value=c0000005
Sig[7].Name=Exception Offset
Sig[7].Value=0000000000054c03
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=6.1.7601.2.1.0.272.7
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=2057
DynamicSig[22].Name=Additional Information 1
DynamicSig[22].Value=3d42
DynamicSig[23].Name=Additional Information 2
DynamicSig[23].Value=3d425a146813f89ab07c4f0c070c5fce
DynamicSig[24].Name=Additional Information 3
DynamicSig[24].Value=1d85
DynamicSig[25].Name=Additional Information 4
DynamicSig[25].Value=1d85704deced947373b79a0dff27b624
UI[2]=C:\Program Files\Tracker Software\PDF-XChange 4\pdfSaver4.exe
UI[3]=pdfSaver for PDF-XChange 4.0 has stopped working
UI[4]=Windows can check online for a solution to the problem.
UI[5]=Check online for a solution and close the program
UI[6]=Check online for a solution later and close the program
UI[7]=Close the program
LoadedModule[0]=C:\Program Files\Tracker Software\PDF-XChange 4\pdfSaver4.exe
LoadedModule[1]=C:\Windows\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\Windows\system32\kernel32.dll
LoadedModule[3]=C:\Windows\system32\KERNELBASE.dll
LoadedModule[4]=C:\Windows\system32\USER32.dll
LoadedModule[5]=C:\Windows\system32\GDI32.dll
LoadedModule[6]=C:\Windows\system32\LPK.dll
LoadedModule[7]=C:\Windows\system32\USP10.dll
LoadedModule[8]=C:\Windows\system32\msvcrt.dll
LoadedModule[9]=C:\Windows\system32\WINSPOOL.DRV
LoadedModule[10]=C:\Windows\system32\ADVAPI32.dll
LoadedModule[11]=C:\Windows\SYSTEM32\sechost.dll
LoadedModule[12]=C:\Windows\system32\RPCRT4.dll
LoadedModule[13]=C:\Windows\system32\SHELL32.dll
LoadedModule[14]=C:\Windows\system32\SHLWAPI.dll
LoadedModule[15]=C:\Windows\system32\ole32.dll
LoadedModule[16]=C:\Windows\system32\OLEAUT32.dll
LoadedModule[17]=C:\Windows\system32\CRYPT32.dll
LoadedModule[18]=C:\Windows\system32\MSASN1.dll
LoadedModule[19]=C:\Windows\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_6.0.7601.17514_none_fa396087175ac9ac\COMCTL32.dll
LoadedModule[20]=C:\Windows\system32\WININET.dll
LoadedModule[21]=C:\Windows\system32\Normaliz.dll
LoadedModule[22]=C:\Windows\system32\iertutil.dll
LoadedModule[23]=C:\Windows\system32\urlmon.dll
LoadedModule[24]=C:\Windows\system32\WINMM.dll
LoadedModule[25]=C:\Windows\system32\VERSION.dll
LoadedModule[26]=C:\Windows\system32\WS2_32.dll
LoadedModule[27]=C:\Windows\system32\NSI.dll
LoadedModule[28]=C:\Windows\system32\IMM32.DLL
LoadedModule[29]=C:\Windows\system32\MSCTF.dll
LoadedModule[30]=C:\Windows\system32\avgrssta.dll
LoadedModule[31]=C:\Windows\system32\CRYPTBASE.dll
LoadedModule[32]=C:\Windows\system32\CLBCatQ.DLL
LoadedModule[33]=C:\Windows\system32\CRYPTSP.dll
LoadedModule[34]=C:\Windows\system32\rsaenh.dll
LoadedModule[35]=C:\Windows\system32\RpcRtRemote.dll
LoadedModule[36]=C:\Windows\system32\UxTheme.dll
LoadedModule[37]=C:\Windows\system32\SXS.DLL
LoadedModule[38]=C:\Windows\system32\spool\DRIVERS\x64\3\PXC40UIf.DLL
LoadedModule[39]=C:\Windows\System32\jscript.dll
LoadedModule[40]=C:\Windows\system32\propsys.dll
LoadedModule[41]=C:\Windows\system32\ntmarta.dll
LoadedModule[42]=C:\Windows\system32\WLDAP32.dll
LoadedModule[43]=C:\Windows\system32\SETUPAPI.dll
LoadedModule[44]=C:\Windows\system32\CFGMGR32.dll
LoadedModule[45]=C:\Windows\system32\DEVOBJ.dll
FriendlyEventName=Stopped working
ConsentKey=APPCRASH
AppName=pdfSaver for PDF-XChange 4.0
AppPath=C:\Program Files\Tracker Software\PDF-XChange 4\pdfSaver4.exe
---------------------------------------------------------------------------------------------------
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby John - Tracker Supp on Fri Mar 16, 2012 5:24 pm

Hi Jim,

just to keep you up to speed ...

the product specialist here is working on a version to save all crash dump data to a log file file as we are obviously somewhat at a loss to understand why this is happening - we dont have any other sites reporting such an issue (developer or end user) and need more detauiled info to progress - as soon as available we will advise.

Thanks
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

Best regards
Tracker Support
http://www.tracker-software.com
John - Tracker Supp
Site Admin
 
Posts: 7672
Joined: Tue Jun 29, 2004 10:34 am
Location: Vancouver Island - Canada

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Mon Mar 19, 2012 9:03 am

Thanks John, appreciate the update.

Jim
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby Ivan - Tracker Software on Tue Mar 20, 2012 4:13 pm

We updated pdfSaver to make a crash dump on crash, and it should help us to identify the error.
Please download file http://www.docu-track.co.uk/PdfSaver4_201_fix2.zip and replace original files with files from this archive (please make a backup of original files).
When pdfSaver will be crashed, on temp folder there will be file named pdfSaver4.exe.xxxxxxxxxxxxxxxx.dmp. Please archive it and send to me. Thanks.
Tracker Software (Project Director)

When attaching files to any message - please ensure they are archived and posted as a .ZIP, .RAR or .7z format - or they will not be posted - thanks.
Ivan - Tracker Software
Site Admin
 
Posts: 2984
Joined: Thu Jul 08, 2004 10:36 pm
Location: Vancouver Island - Canada

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Wed Mar 21, 2012 4:22 pm

Hi Ivan,

Sorry mate but we cannot open that zip file a couple of us here have tried but it says it's corrupt?

Regards
Jim
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby Tracker Supp-Stefan on Wed Mar 21, 2012 4:29 pm

Hello Jim,

I managed to extract the files with 7zip.
Attached is a new archive of the same files - hope you will open that fine.

Best,
Stefan
Attachments
PDF-Saver.zip
(2.99 MiB) Downloaded 125 times
Tracker Supp-Stefan
Site Admin
 
Posts: 7592
Joined: Mon Jan 12, 2009 8:07 am
Location: London

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Tue Mar 27, 2012 3:50 pm

Hi Stefan,

We put this version in last week and have now today had a failure at this site however still no dmp file? We searched the entire drive and found nothing?

Problem signature:
Problem Event Name: APPCRASH
Application Name: pdfSaver4.exe
Application Version: 4.0.201.0
Application Timestamp: 4f678dcd
Fault Module Name: pdfSaver4.exe
Fault Module Version: 4.0.201.0
Fault Module Timestamp: 4f678dcd
Exception Code: c0000005
Exception Offset: 0000000000054d23
OS Version: 6.1.7601.2.1.0.272.7
Locale ID: 2057
Additional Information 1: 3d42
Additional Information 2: 3d425a146813f89ab07c4f0c070c5fce
Additional Information 3: 4fd1
Additional Information 4: 4fd19afc63e271374a74e6bae53b0afa


Jim
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby Tracker Supp-Stefan on Tue Mar 27, 2012 4:12 pm

Thanks for the update Jim,

Will let Ivan know, and he will follow up here as soon as possible.

Best,
Stefan
Tracker Supp-Stefan
Site Admin
 
Posts: 7592
Joined: Mon Jan 12, 2009 8:07 am
Location: London

Re: PDFSaver4.exe intermittent failures and lockups

Postby Ivan - Tracker Software on Wed Mar 28, 2012 8:05 pm

Please check your environment variable %TEMP%, and check the folder specified by this variable for .dmp files.
Tracker Software (Project Director)

When attaching files to any message - please ensure they are archived and posted as a .ZIP, .RAR or .7z format - or they will not be posted - thanks.
Ivan - Tracker Software
Site Admin
 
Posts: 2984
Joined: Thu Jul 08, 2004 10:36 pm
Location: Vancouver Island - Canada

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Thu Mar 29, 2012 10:25 am

Hi Ivan,

We did, but I just checked again and there are definitely no files matching your specification in %TEMP% on that server.

One additional bit of information in relation to this problem is that we checked our report log times and the event log and it turned out that the crash appears to happen at the end of the print run, we record start and and times for each print run and the exception was appearing within one second of the corresponding event log entry.


Jim
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Thu Mar 29, 2012 10:26 am

sorry what I meant was that our recorded end time is within one second of the event log entry that is generated when pdfsaver4 crashes.
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby Tracker Supp-Stefan on Thu May 10, 2012 4:34 pm

Hello Jim,

I just spoke with Ivan again, but he told me that we will need this crash dump if we are to be able to investigate this further.

Please check those two articles on how you can create the needed dump files:
http://support.microsoft.com/kb/254649
http://blogs.technet.com/b/askperf/arch ... files.aspx

Best,
Stefan
Tracker Supp-Stefan
Site Admin
 
Posts: 7592
Joined: Mon Jan 12, 2009 8:07 am
Location: London

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Tue May 29, 2012 3:49 pm

Tracker Supp-Stefan wrote:Hello Jim,

I just spoke with Ivan again, but he told me that we will need this crash dump if we are to be able to investigate this further.

Please check those two articles on how you can create the needed dump files:
http://support.microsoft.com/kb/254649
http://blogs.technet.com/b/askperf/arch ... files.aspx

Best,
Stefan


Hi Stefan, sorry for the long delay in replying, we still have this problem on more than one site, I reviewed the links above in case I was being a bit thick but honestly there are no .dmp files being created on these servers in any of the locations one would expect and indeed as I mentioned before I have scanned the entire machine thoroughly.

The only stuff we get are the Windows Error Reports in folders like AppCrash_pdfSaver4.exe_43b6e6514fe92cec3d452b2cdf167d2ab172ba_0d2e80d0
and these are the reports we supplied already and even I can see there is not a lot of useful information in there.

Really pulling our hair out on this one.

My guess on all this would have been that it was some kind of issue in the COM interface to the driver for the unlock call, we have a Dephi app controlling via automation an instance of MS Access and Access is making the call to the PDFSaver to pass the credentials, and is ultimately responsible for Printing to the Device, but honestly we have been using this code for many years without problems, are you absolutely certain that the debug build you gave us is the right one?


Jim
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby Paul - Tracker Supp on Tue May 29, 2012 7:36 pm

Hi Jim,

the dump files should be in a Windows Temp folder, either the System Temp folder or the current user's temp folder. You can check the locations in the Control Panel under
System --> Advanced system settings --> Advanced tab --> Environment Variables.

On my machine it is %USERPROFILE%\AppData\Local\Temp for the user temp file and C:\Windows\Temp for the System temp file.

If you are sure that there are no dump files in there we might need to arrange for a remote session access from here. If you are interested in that please take a look at this and prepare TeamViewer for a connection.
http://www.tracker-software.com/knowled ... e-an-issue

Don't pass your credentials on the forum obviously. You can email support@tracker-software.com and we'll arrange a time to connect.

Do check those Temp folder locations first however.

hth
_________________
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
Paul - Tracker Supp
User
 
Posts: 3916
Joined: Wed Mar 25, 2009 10:37 pm
Location: Chemainus, Canada

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Wed May 30, 2012 9:51 am

Paul - Tracker Supp wrote:Hi Jim,

the dump files should be in a Windows Temp folder, either the System Temp folder or the current user's temp folder. You can check the locations in the Control Panel under
System --> Advanced system settings --> Advanced tab --> Environment Variables.

On my machine it is %USERPROFILE%\AppData\Local\Temp for the user temp file and C:\Windows\Temp for the System temp file.

If you are sure that there are no dump files in there we might need to arrange for a remote session access from here. If you are interested in that please take a look at this and prepare TeamViewer for a connection.
http://www.tracker-software.com/knowled ... e-an-issue

Don't pass your credentials on the forum obviously. You can email support@tracker-software.com and we'll arrange a time to connect.

Do check those Temp folder locations first however.

hth


Yeah we have checked all of these locations on the servers with this issue, we are absolutely sure there are no .dmp matching the pattern specified.

The problem is this is not happening on our hardware but on our customer's hardware and while we use TeamViewer ourselves to support our customers we don't use it on our customers servers. We would have to wait for an incident to occur then set up our own VPN and RDP sessions then try to let you connect via TeamViewer to our development box that is hosting said VPN and RDP session.

The other problem is that we can't leave the PdfSaver4 Exception on screen for long because the exception is blocking all further PDF generation, if the program would just die and write to the eventlog this would be much better than putting up a blocking dialog on a server where we need human interaction to clear it.

To explain we think the pdf's files are being generated and consumed by our end users even when this exception occurs, the problem is that as the exception occurs at the end of the generation process the dialog ends up blocking PDF Printing completely on the server.

Our main product is a legacy Serverside business system with a special custom Windows style Terminal Client, the Terminal Client is too dumb to ever be able to print anything useful at the Client PC end, so we do all our document and report generation at the server and transport the resulting file to the client side via a back channel in the Terminal Client then display the PDF to the user who then does whatever they want with it. The server side programs are also not that clever in terms of printing (think mainframe and line printers) so we use intermediate programs to control our printing and reporting engine which is in Access and it is Access that ultimately outputs to the PDF printer but all this is centralised so part of it stops the whole thing comes to a halt.

We have been running this way for ten years nearly using PDF-XChange and it has worked extremely well, it's only recently that we have been experiencing these specific issues with the last few builds of your PDF Printer.
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby Paul - Tracker Supp on Wed May 30, 2012 8:09 pm

Thanks for that Jim,

We have been running this way for ten years nearly using PDF-XChange and it has worked extremely well, it's only recently that we have been experiencing these specific issues with the last few builds of your PDF Printer.


So your customer has been running this for years and recently have seen this behaviour start on the same hardware that worked reliably or is the a new customer with different hardware and you are referring to your product having been working for years for others?

If it is the same customer and hardware we need to ascertain what has changed. If it is only our components that have changed then perhaps the best thing to do is roll back to the last build that performed without these issues. If you can tell us what build was good we can supply you with that build, you can run it and find out if that resolves the issue. If the issue persists then it suggests there must be something other than our software at the root of this.

Alternatively we could supply you with a full debug version but that could be costly in time and effort for all parties and may effect your system performance. Given that this is a production server this may not be an ideal solution however.
_________________
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
Paul - Tracker Supp
User
 
Posts: 3916
Joined: Wed Mar 25, 2009 10:37 pm
Location: Chemainus, Canada

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Thu May 31, 2012 10:41 am

Paul - Tracker Supp wrote:Thanks for that Jim,

So your customer has been running this for years and recently have seen this behaviour start on the same hardware that worked reliably or is the a new customer with different hardware and you are referring to your product having been working for years for others?


We have over 80 sites running our ERP system worldwide, this problem happens intermittently on a number of these sites but is currently most troublesome on one particular site, however although the frequency of the problem is low, it only happens every couple of weeks, this is still a major issue for us.

This particular customer has been running the system for many years, I am not aware of any particularly recent hardware or operating system updates but then again we are not responsible for that side of things, each site has their own separate IT support either internal or supplied by other vendors.

The ERP framework platform is a self contained 4GL it almost never changes, code in the ERP system runs inside the ERP system environment, the code is a dialect of COBOL, this code has almost no interaction with any other part of the operating system it is all self contained, changes to it cannot affect the server it runs on and it only interacts with the Report and Document chain via shell execute calls, the Report and Document code also hasn't changed for years, certainly we add new reports to Access sometimes and modify reports but they all print via the same VBA subroutine that again has not changed in years.

Paul - Tracker Supp wrote:If it is the same customer and hardware we need to ascertain what has changed. If it is only our components that have changed then perhaps the best thing to do is roll back to the last build that performed without these issues. If you can tell us what build was good we can supply you with that build, you can run it and find out if that resolves the issue. If the issue persists then it suggests there must be something other than our software at the root of this.


It started going wrong quite some time ago probably over a year, so I am not really sure which version would have been deemed stable, our support department only really got me (development) involved with it in the last few months prior to that they would just have been grabbing your latest release and updating, because the problem is intermittent this can look like a solution but it's not the best approach so I must apologise that we don't have good data on the problem.

However since they got me involved we have been recording as much information as possible, for example identifying which reports it happens with, time of day, which user, server loading at the time it happens and so on, we record a lot of data about reports that are run, however it's inconsistent, there is no clear pattern of any one specific report or time of day, server load etc.

Please believe me when I say that we would always suspect our programs first, but with it just being Access printing to a printer it's hard to see where the problem could lie.

The only things I can think of would be in relation to the lifetime of the Automation Proxy for controlling the printer, we create one unique Access instance to service each report, each instance even has its own physical copy of the report mdb file that is not shared with any other instance of MSAccess, on completion of a report print run, this instance is allowed to close, we do not do any specific garbage collection on the Automation proxy as I think we had problems with that many years back. The MSAccess code is based on your example code by the way, it's pretty simplistic, basically it's

Create proxy
get printer instance name from the proxy
pass our unlock credentials
set application printer to the supplied printer
open the report
pass all the control options including file name we want for the pdf the to the proxy
do the print
close the report
let access exit

So we are regularly creating late bound automation proxies via VBA CreateObject() that have a lifetime of 1 report inside one process.

While it does not happen that often, we do get sites where we can have up to three or four simultaneous reports running however from our report history database and the exception times we can see that this has not been an issue of multiple reports when this exception has been occuring.

Paul - Tracker Supp wrote:Alternatively we could supply you with a full debug version but that could be costly in time and effort for all parties and may effect your system performance. Given that this is a production server this may not be an ideal solution however.


I am assuming that PdfSaver is written in C++ so you would have to ship the debug symbols and so on, I think we would be happy enough test a debug version at this particular site, if it were causing problems the customer would let us know pretty quickly and if not it would certainly help us get to the bottom of this.


Jim
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby Roman - Tracker Supp on Thu May 31, 2012 1:29 pm

Hello,

Please do the following steps to ensure the dump creation code works ok:
1. Unpack the attached file (pdfSaver4.exe) to the PDF-XChange installation directory (e.g. "c:\Program Files\Tracker Software\PDF-XChange 4"). Do not forget to backup the original file.
2. Do some printing. Crash report window should appear - this is intentional, just to ensure the dump creation code works ok for the given machine.
3. Open Windows Run dialog (Start->Run... or press Win+R key combination). Type %TEMP% and press Enter. You should get your temp directory opened in Windows explorer. Check if a file with pattern pdfSaver4.exe.xxxxxxxxxxxxxxxx.dmp has appeared there (check also the file time).

Please tell us the result of your test. If dmp file is created successfully I will send you a working pdfSaver4 binary.
Attachments
PdfSaver4.rar
(1.49 MiB) Downloaded 91 times
Tracker Software Products
Project Manager - Raster-XChange/TIFF-XChange

Please ZIP any files uploaded to this forum or they will not be posted !
You may also use a RAR or 7Z archive format
Roman - Tracker Supp
Power User
 
Posts: 54
Joined: Sun Nov 21, 2004 3:19 pm

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Thu May 31, 2012 4:00 pm

Roman - Tracker Supp wrote:Hello,

Please do the following steps to ensure the dump creation code works ok:
1. Unpack the attached file (pdfSaver4.exe) to the PDF-XChange installation directory (e.g. "c:\Program Files\Tracker Software\PDF-XChange 4"). Do not forget to backup the original file.
2. Do some printing. Crash report window should appear - this is intentional, just to ensure the dump creation code works ok for the given machine.
3. Open Windows Run dialog (Start->Run... or press Win+R key combination). Type %TEMP% and press Enter. You should get your temp directory opened in Windows explorer. Check if a file with pattern pdfSaver4.exe.xxxxxxxxxxxxxxxx.dmp has appeared there (check also the file time).

Please tell us the result of your test. If dmp file is created successfully I will send you a working pdfSaver4 binary.


Hi Roman,

I will try this tonight when their site is a bit quieter, it's a 24 hour manufacturing plant.

Thanks for this.

Jim
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby John - Tracker Supp on Thu May 31, 2012 4:12 pm

Ok thanks Jim - will await results of your tests...
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

Best regards
Tracker Support
http://www.tracker-software.com
John - Tracker Supp
Site Admin
 
Posts: 7672
Joined: Tue Jun 29, 2004 10:34 am
Location: Vancouver Island - Canada

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Thu May 31, 2012 10:31 pm

Roman - Tracker Supp wrote:3. Open Windows Run dialog (Start->Run... or press Win+R key combination). Type %TEMP% and press Enter. You should get your temp directory opened in Windows explorer. Check if a file with pattern pdfSaver4.exe.xxxxxxxxxxxxxxxx.dmp has appeared there (check also the file time).

Please tell us the result of your test. If dmp file is created successfully I will send you a working pdfSaver4 binary.


Hi Roman,

Yep that worked fine, dump file in %TEMP% pdfSaver4.exe.01cd3f7a98f33c90.dmp

And the exception from the crash dialog
------------------------------------------------------------------------------------------------------------------
Problem signature:
Problem Event Name: APPCRASH
Application Name: pdfSaver4.exe
Application Version: 4.0.201.0
Application Timestamp: 4fc76c4e
Fault Module Name: pdfSaver4.exe
Fault Module Version: 4.0.201.0
Fault Module Timestamp: 4fc76c4e
Exception Code: 80000003
Exception Offset: 000000000004752f
OS Version: 6.1.7601.2.1.0.272.7
Locale ID: 2057
Additional Information 1: da63
Additional Information 2: da63dd48787d7e1771e94cb29ef14cb6
Additional Information 3: a0f5
Additional Information 4: a0f5bfbc0b609fe36b4d758ea16e243a

Read our privacy statement online:
http://go.microsoft.com/fwlink/?linkid= ... cid=0x0409

If the online privacy statement is not available, please read our privacy statement offline:
C:\Windows\system32\en-US\erofflps.txt
------------------------------------------------------------------------------------------------------------------

I should stress that we think that our crash is happening right at the very end of the print run AFTER the PDF file has been generated so the job that causes the problem gets delivered but all jobs after it fail, I don't understand why your last special exe didn't work unless the exception was occurring past the point of any traps you had in the code?


Jim
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby Roman - Tracker Supp on Fri Jun 01, 2012 10:28 am

Hi Jim,

Ok, now here is a live pdfSaver4 binary (attached). Please put it at the same place as the previous one.
The printing should work now - dump will be created only when a real crash occurs.

Please check your temp directory (as you did previously) when you get Windows crash report on pdfSaver. And send me the dmp file(s) found there.
Attachments
PdfSaver4.rar
(1.49 MiB) Downloaded 100 times
Tracker Software Products
Project Manager - Raster-XChange/TIFF-XChange

Please ZIP any files uploaded to this forum or they will not be posted !
You may also use a RAR or 7Z archive format
Roman - Tracker Supp
Power User
 
Posts: 54
Joined: Sun Nov 21, 2004 3:19 pm

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Fri Jun 01, 2012 11:07 am

Roman - Tracker Supp wrote:Hi Jim,

Ok, now here is a live pdfSaver4 binary (attached). Please put it at the same place as the previous one.
The printing should work now - dump will be created only when a real crash occurs.

Please check your temp directory (as you did previously) when you get Windows crash report on pdfSaver. And send me the dmp file(s) found there.


Hi Roman,

Ok done that, this version is now installed at the site where we get the problem most often, we have an auto-notification when we get this exception so it could be a couple of days or it might be a week or more before it happens.

Thanks again.


Jim
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby Roman - Tracker Supp on Fri Jun 01, 2012 11:45 am

Hi Jim,

If you can react to the crash immediately, it probably makes sense to generate full dumps (these will be of much greater size - from 100s MB up to several GB) to avoid possible extra debug iterations.
Is it possible for you to get the dump file from the server shortly after the crash occurs (replace pdfSaver binary with a its dumpless version if the crash appears too often)?
I am just afraid that repeated generation of full dumps (in case of massive printing) could quickly exhaust the disk space.

Also please tell me how much disk space is available for the temp directory? Please take in account the disk quotas (if enabled).
Tracker Software Products
Project Manager - Raster-XChange/TIFF-XChange

Please ZIP any files uploaded to this forum or they will not be posted !
You may also use a RAR or 7Z archive format
Roman - Tracker Supp
Power User
 
Posts: 54
Joined: Sun Nov 21, 2004 3:19 pm

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Wed Jun 06, 2012 3:00 pm

Roman - Tracker Supp wrote:Hi Jim,

If you can react to the crash immediately, it probably makes sense to generate full dumps (these will be of much greater size - from 100s MB up to several GB) to avoid possible extra debug iterations.
Is it possible for you to get the dump file from the server shortly after the crash occurs (replace pdfSaver binary with a its dumpless version if the crash appears too often)?
I am just afraid that repeated generation of full dumps (in case of massive printing) could quickly exhaust the disk space.

Also please tell me how much disk space is available for the temp directory? Please take in account the disk quotas (if enabled).


Hi Roman,

The exceptions are not frequent this particular server has about 6GB free so disk space is not a huge issue.

Anyway we got our first crash, the dump is fairly small so the size is not an issue, I am attaching the zip.
Attachments
pdfSaver4.exe.01cd43eedbafa050.zip
(8.78 KiB) Downloaded 92 times
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby Roman - Tracker Supp on Wed Jun 06, 2012 3:28 pm

Hi Jim,
Thanks for the dump. Now we need a couple of days here to investigate and provide a fix (or the next debug step).
Tracker Software Products
Project Manager - Raster-XChange/TIFF-XChange

Please ZIP any files uploaded to this forum or they will not be posted !
You may also use a RAR or 7Z archive format
Roman - Tracker Supp
Power User
 
Posts: 54
Joined: Sun Nov 21, 2004 3:19 pm

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Wed Jun 06, 2012 10:13 pm

Roman - Tracker Supp wrote:Hi Jim,
Thanks for the dump. Now we need a couple of days here to investigate and provide a fix (or the next debug step).


Thanks Roman!

Cheers
Jim
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby John - Tracker Supp on Thu Jun 07, 2012 12:31 am

;-)
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

Best regards
Tracker Support
http://www.tracker-software.com
John - Tracker Supp
Site Admin
 
Posts: 7672
Joined: Tue Jun 29, 2004 10:34 am
Location: Vancouver Island - Canada

Re: PDFSaver4.exe intermittent failures and lockups

Postby Roman - Tracker Supp on Fri Jun 08, 2012 4:15 pm

Hi Jim,

Please try this update. Just unpack the attached binaries (pdfSaver4.exe and drvui40.dll) into PDF-XChange install directory (as you did previously).
The update fixes one possible cause of this issue. It will also generate a more detailed dump (of moderate size - about several MB) if the crash still occurs.
So if you will get another crash notification please send me the corresponding dump file.
Attachments
pxc4.rar
(2.18 MiB) Downloaded 92 times
Tracker Software Products
Project Manager - Raster-XChange/TIFF-XChange

Please ZIP any files uploaded to this forum or they will not be posted !
You may also use a RAR or 7Z archive format
Roman - Tracker Supp
Power User
 
Posts: 54
Joined: Sun Nov 21, 2004 3:19 pm

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Fri Jun 08, 2012 10:09 pm

Roman - Tracker Supp wrote:Hi Jim,

Please try this update. Just unpack the attached binaries (pdfSaver4.exe and drvui40.dll) into PDF-XChange install directory (as you did previously).
The update fixes one possible cause of this issue. It will also generate a more detailed dump (of moderate size - about several MB) if the crash still occurs.
So if you will get another crash notification please send me the corresponding dump file.


Excellent Roman, if I can I will put this in over the weekend, but I might wait will our support guys are available on Monday, slightly safer that way.


Jim
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby Paul - Tracker Supp on Fri Jun 08, 2012 10:22 pm

Monday is fine Jim,

we'll be here... :-)
_________________
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
Paul - Tracker Supp
User
 
Posts: 3916
Joined: Wed Mar 25, 2009 10:37 pm
Location: Chemainus, Canada

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Mon Jun 11, 2012 9:31 am

I have now installed this new version at the main site that is having the problem, sometimes it's a few days before the issue shows up sometimes it's quick so we will monitor it and get back to you.


Jim
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby John - Tracker Supp on Mon Jun 11, 2012 12:29 pm

OK - thanks Jim,

will be awaiting the results ...
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

Best regards
Tracker Support
http://www.tracker-software.com
John - Tracker Supp
Site Admin
 
Posts: 7672
Joined: Tue Jun 29, 2004 10:34 am
Location: Vancouver Island - Canada

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Tue Jun 19, 2012 4:16 pm

Just a quick update, still no exception at the test site however it has been known to be two or more weeks between exceptions, recently it has been a bit more frequent.

Anyway we will continue to monitor for a while yet but it's certainly looking better than it has been recently.

Regards
Jim
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby John - Tracker Supp on Tue Jun 19, 2012 4:24 pm

Excellent Jim - fingers crossed and thanks for the update :)
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

Best regards
Tracker Support
http://www.tracker-software.com
John - Tracker Supp
Site Admin
 
Posts: 7672
Joined: Tue Jun 29, 2004 10:34 am
Location: Vancouver Island - Canada

Re: PDFSaver4.exe intermittent failures and lockups

Postby support@abaca.co.uk on Wed Jul 18, 2012 4:16 pm

Hi John,

We now consider this debug version you supplied to us to be a successful fix, we have had no recurrence of the problem at the first site we put it into 5 weeks ago and since then Jay has put it into several other sites when each one reported an issue, again no recurrence of the problem at any of these sites.

If you don't mind me asking what was the fix?

Regards
Jim
support@abaca.co.uk
User
 
Posts: 29
Joined: Fri May 06, 2005 11:58 am

Re: PDFSaver4.exe intermittent failures and lockups

Postby John - Tracker Supp on Wed Jul 18, 2012 4:32 pm

Hi Jim,

sorry - I am not sure to be honest and the individual responsible is away on vacation so for now I cannot ask ...
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

Best regards
Tracker Support
http://www.tracker-software.com
John - Tracker Supp
Site Admin
 
Posts: 7672
Joined: Tue Jun 29, 2004 10:34 am
Location: Vancouver Island - Canada

Re: PDFSaver4.exe intermittent failures and lockups

Postby Roman - Tracker Supp on Wed Jul 18, 2012 6:02 pm

Hi Jim,
If you don't mind me asking what was the fix?


There was a rare condition that in some cases resulted in access to an object in an 'inconsistent' state (specifically - in the process of destruction).
Tracker Software Products
Project Manager - Raster-XChange/TIFF-XChange

Please ZIP any files uploaded to this forum or they will not be posted !
You may also use a RAR or 7Z archive format
Roman - Tracker Supp
Power User
 
Posts: 54
Joined: Sun Nov 21, 2004 3:19 pm

Next

Return to PDF-XChange Drivers API SDK - V4

Who is online

Users browsing this forum: No registered users and 1 guest

cron