Save As - App Crashes / Stops responding

[psail]

hi,
in the last edition I can confirm the same issue. I cannot reproduce it, but quite often when I have a few tabs open (5-10) when I press save as in order to save a pdf it goes to no responding state until I have to forced close it.

[Dimitar - PDF-XChange]

Hello psail,

Welcome to our Forum.

Please install this and see if it helps resolve the issue:

https://aka.ms/vs/17/release/vc_redist.x64.exe


Regards.

[Edit] - This thread was split from the original posted thread, as the focus of the issue is on somewhat different functions.

[psail]

thank you, I have installed and I will test it the next days. As I said I cannot reproduce it. It is something that it happens in random moments.

[psail]

it did it again. With just 3 tabs open. I have it in no responding state right now. Is there anything I can do in order to help you identify the issue?

[Daniel - PDF-XChange]

Hello, psail

Sorry for the delay, I assume you have closed it by now, but the Editor should have created a crash dump in this scenario, can you please check this folder in the file explorer:

%localappdata%\CrashDumps\PDFX

And upload the most recent file to our upload server here: https://files.pdf-xchange.com/s/DkQzrDWActFDLAg
Please let me know once the file is present.

The next time this happens, before you force close the Editor, could I also ask that you create a "process dump" of the frozen editor, and upload that to the same location.
As with the crash dump from today, please let me know when this happens next, and when the process dump has been uploaded.

Kind regards,

[psail]

Fortunately, I didn't forced closed. I did it now, but there is no such file in the specific folder.

[Dimitar - PDF-XChange]

Hello, psail,

If this is a case of PDF Editor becomes unresponsive, please generate these two types of process dumps:

https://www.pdf-xchange.com/knowledgeba ... estigation

https://www.pdf-xchange.com/knowledgeba ... or-Procmon


...and upload them, to the same location:

And upload the most recent file to our upload server here: https://files.pdf-xchange.com/s/DkQzrDWActFDLAg
Please let me know once the file is present.

Regards.

[psail]

I have uploaded a file. I am not sure if it the right file but it's a start.

[Daniel - PDF-XChange]

Hello, psail

Thank you for that, I have informed the dev team this is present, and will be back to let you know what they find as soon as we hear from them.

Kind regards,

[Roman - Tracker Supp]

Hello, psail,
Based on the dump you provided, a possible cause of this issue can be a printer or scanner driver. Scanner is more probable. Did you print or scan something before the Editor stopped responding? Do you recall any correlation between occurrences of this issue and printing/scanning operations you did in the Editor?
Thanks.

[psail]

Yes I was trying to save a file that I was just scanned a piece of paper through the pdf x change scanner application

[Daniel - PDF-XChange]

Hello, psail

Thank you for confirming that, so far what we have seen points to the issue being directly caused by the scanner/drivers specifically. We are investigating if there is a workaround we can use for such cases, but at the moment I cannot promise it is possible, or a timeline.

In the meantime, a few quick follow-up questions:
1. Does MS-Paint have any similar issues? We use the same methods to connect as Paint does, so it would not be unexpected for it to experience some difficulty with scanning as well.
2. Are your device drivers are fully up to date with the latest versions directly from the manufacturers website (not the generic drivers offered by windows updates)? And following that, has everything (both your PC, and the printer/scanner) seen a restart since the installation of those updates?

The first is for investigation sake, while the second is hopefully a solution to the issue.

Kind regards,

[psail]

can I upload another dump file? It 's just crashed again in a save as attempt but not after a scanning process. It was just a save as a pdf file that I had downloaded from the web.

[Daniel - PDF-XChange]

Hello, psail

You most certainly can, if you do so, please put this one inside a zip folder, named something like "Save without scanning.zip" to distinguish it from the others.

Kind regards,

[psail]

Hello, psail

Sorry for the delay, I assume you have closed it by now, but the Editor should have created a crash dump in this scenario, can you please check this folder in the file explorer:

%localappdata%\CrashDumps\PDFX

And upload the most recent file to our upload server here: https://files.pdf-xchange.com/s/DkQzrDWActFDLAg
Please let me know once the file is present.

The next time this happens, before you force close the Editor, could I also ask that you create a "process dump" of the frozen editor, and upload that to the same location.
As with the crash dump from today, please let me know when this happens next, and when the process dump has been uploaded.

Kind regards,

the link is not working any more. It shows this message: This share does not exist or is no longer available

[Dimitar - PDF-XChange]

Hello, psail,

I apologize for that.

Please try this one:

https://files.pdf-xchange.com/s/BXmTd2cAfc8XPJ6


Regards.

[psail]

thank you, I have uploaded it.

[Dimitar - PDF-XChange]

Thank you for your assistance.

This has also been forwarded to our developers for investigation.

[psail]

hello,
do we have any new info about this issue? it still troubles my installation.

[Dimitar - PDF-XChange]

Hello psail,

All crashes have been addressed in the latest build, version 10.7.3.401.

Please install this update and check if the issue has been resolved on your end.

Thank you for your patience, and feel free to reach out if you encounter any further problems.


Best regards,
Dimitar

[psail]

I have the latest version but the issue insists, especially after scanning a document and trying to save it.

[Dimitar - PDF-XChange]

Hello psail,

May I ask you to upload the crash dumps generated by the latest version to our server:

https://files.pdf-xchange.com/s/eaFYXcRzjEtdnPf

As you already know, they should be located here:

%localappdata%\CrashDumps\PDFX

Thank you for your cooperation.

[psail]

hi I am not sure, maybe I have uploaded the same file multiple times.

[Daniel - PDF-XChange]

Hello, psail

Thank you for passing them along. I see the files now (there may be some duplicates, but more is better than none!).
I have passed them along to Roman for review, as the dev leading this investigation, and will let you know as soon as we have heard back from him.

Kind regards,

[psail]

I added one more file from a crash that just happened. I have combined two jpgs to a pdf and when I tried to save it, it crashed.

[Daniel - PDF-XChange]

Hello, psail

Thank you for passing that along. I have forwarded it to the dev team, but I am also unable to reproduce this issue. Can you confirm, does it happen with any jpg images, or just certain ones? If it is specific to certain images, could I ask you to send those to us for testing?

If they contain sensitive data that should not be shared on the forums, please upload them to the fileshare where your dumps have been sent.

Kind regards,

[Daniel - PDF-XChange]

Hello,

One of our developers (Roman), just confirmed with me that he has reached out to you by email with special instructions and a debugging build, aimed at capturing more of the details we need to resolve this. Please do follow those steps from him, and use reply-all on that email, so that roman and myself on our support team can see then you are done.

Kind regards,