PDF Editor crashes when use File open command

[PeterVivian]

This has just started to happen. When I attempt to open a file from within PDF editor, it crashes. I stress attempt. It crashes straightaway.

However, if I double click on a PDF file name in Windows file manager, the file opens in the PDF Editor fine.

I am still running Windows 7.

Please help - I have grown to depend on PDF editor. It is normally brilliant.

[Tracker Supp-Stefan]

Hello PeterVivian,

Can you please check which build of the Editor you have (Help -> About will show it) - and if it's anything other than 321 - please update, and the problem should disappear.

Regards,
Stefan

[PeterVivian]

Hi Stephan
Checked my build - it was 318.1
Installed the latest 321, restarted computer. Problem still exists.

The first time I used the File Open command it worked and opened a file but this error message occurred

PDF-XChange-Editor-1.png

From then on the Editor just closed immediately, often without warning, though sometimes the Editor stopped working and this message was displayed

PDF-XChange-Editor-2.png

Thanks for your attention.
Peter

[Tracker Supp-Stefan]

Hi Peter,

Does this error only happen with one file that you try to open?
And if you have e.g. restarted the machine - does the Editor then work correctly until you try to open that same file?
If it is file specific - please send us a copy of it so that we can test the same file here at our end. If the file is sensitive - please e-mail it to support@pdf-xchange.com with a link back to this topic.

If it's not file specific can you please try to uninstall our Editor completely, delete the installation folder, reboot and only then install anew?

Regards,
Stefan

[PeterVivian]

Hi Stephan

No it is not restricted to a specific file.

I have uninstalled existing Editors, deleted the installation folder, rebooted and installed but the problem remains

There has been a slight improvement.
If I don't linger on the Open... command, then all is well
I can linger on the Open from... command as long as I want and all is well
But as soon as the "Recents list" is displayed the Editor stop responding and Windows closes it.

I used the recent list a lot so this is a bit annoying but I can keep working.

Thanks for you time
Peter

[Roman - Tracker Supp]

Hi Peter,
Please provide a memory dump of the crashed Editor process.
To do this when you see the error message (the first one from your post) please Open Windows Task Manager (by pressing Ctrl+Shift+Esc), select "PDF-XChange Editor" on the Applications tab, and select "Create Dump File" from its popup menu.
Then send this file to us (zipped). As the file size might well exceed the forum limitations for attachments please consider uploading it to a file sharing service (like Google Drive or DropBox), and the send us a link to the uploaded file.

[PeterVivian]

Hi Stefan
I cannot reproduce the first error - that does not occur anymore. It is the second error I keep getting.

Followed your instructions to get file dump. Thanks for that - never done this before.

Have uploaded to my Google Drive
Hope this link works - Never done this before either.

https://drive.google.com/open?id=0B9sjS ... HRoR2F6bnM

Peter

[Tracker Supp-Stefan]

Hi Peter,

The link does seem to work quite well. Passing it to Roman to take a look.

Cheers,
Stefan

[Roman - Tracker Supp]

Hi Peter,
It seems that this dump is unrelated to the crash - it is a dump of a normally working Editor process. Probably the editor was restarted after the crash.
Please follow these instructions to create a new memory dump.

Alternatively, we can arrange a remote debug session (see here for details). If it goes for you it probably would be the fastest way to resolve the issue.

[Vasyl-Tracker Dev Team]

Hi, All.

Good news - this issue has been reproduced on our side and will be fixed in the new upcoming build. Many thanks for Peter for help with it.

Cheers.

[PeterVivian]

My pleasure and thank you for treating my initial report with respect and patience. I am always worried that I won't be taken seriously - its a childhood thing.

[Tracker Supp-Stefan]

Glad we could help Peter!

I e-mailed you a few minutes ago, but just so that everyone can see it here in the forums - the above reported problem is fixed, and the fix is included in the build we released earlier today (322.3).

Regards,
Stefan