lost annotations

[arolat]

hi there. my pdf xchange editor just crashed and I've lost my last 2 hours worth of work. This has happened to me before and back then I had set the autorecover to every 5 minutes. but this time there is no recovery file availible.

it's just the app not the pc that crashed and I really really need to get my work back (I do annotations heavy stuff and ocr also). is there a way to get them back and a safeway to enable in case of this happening again? also i think the autosave functions freezes the app because anything lower than the 5 minutes is barely workable.

thanks in advance.

[Daniel - PDF-XChange]

Hello, arolat

I am very sorry to hear that this has happened.. I am counting 3 issues here, which I will separate for simplicity.

1. To begin, a crash is a serious issue, if we can get to the bottom of that, we certainly want to prevent this from happening in the first place. Can I ask you to please open the following folder in your windows file explorer:
   • %localappdata%\CrashDumps\PDFX
     
     Then upload the two most recent items from that list, to our upload server here: https://files.pdf-xchange.com/s/RY2bJqbTznBTW7o
     And let me know as soon as the upload is complete.
2. Now following that, your mention of freezing when the autorecovery timer is set lower is similarly concerning, but I am unsure how to gather that information at the moment, so I have asked the Dev team for their assistance in this case.
   • In the meantime, can you confirm roughly how long each freeze lasts for when this happen? If it is only a few brief seconds, that might make it harder to troubleshoot, but if it is a longer duration (upwards of 20 seconds or more) that could be enough time to gather a "process dump" while the app is frozen, next time it happens, which could contain useful information about what has lead to that freeze.
     https://www.pdf-xchange.com/knowledgeba ... estigation
     If you do gather a process dump, please upload it to the same location as the Crash dumps for #1, and let me know it is present.
3. Finally, your main question regarding the recovery data itself. If any is present, it should appear in the recovery panel when the software is opened. Depending on the version of the Editor that is running, there have been known issues with the panel not properly opening, but should there be any data we can use, once you have opened the panel, it would appear there.
   image.png
   Unfortunately, if you have opened the recovery panel (accessible from the View tab), and there is nothing presented inside, than there is n available recovery data for us to restore..
   We have seen a small handful of reports of this happening in very rare circumstances, and our Dev team is still investigating causes, so they may request additional information from you on this case, if you would be amenable to assisting in that investigation.

Kind regards,