Does PDF-Xchange Editor transfer almost empty contents of PDF files to a printer driver?

[TakashiSakakura]

Hello, my customer is using PDF-Xchenge Editor to print PDF files using a certain printer driver on Windows Server 2016.
Since February in 2026, some PDF files were printed empty.
The customer confirmed PDF files contained some pages with usual contents(Invoices), but log of the printer dirver notices the data size is so small even though it also confirmed it contained correct page numbers.
So, the customer assumes there is a trouble in PDF-Xchange Editor and requests me to fix it.
Does anyone have an intel to this problem?
Thank you for your cooperation.

[Daniel - PDF-XChange]

Hello, TakashiSakakura

If my reading is correct, the issue consistently happens with certain files? Would it be possible for you to share with us one of the files in which this error occurs so we can take a look at the document structure and see why this might be the case?

It would also help to know the printers exact make/model number, and have a link to the driver version you currently have installed, so we can attempt to reproduce the issue.

Kind regards,

[TakashiSakakura]

Dear Daniel-san; Thank you for your response.
>the issue consistently happens with certain files?
<- No, it is reported that it happens, for example, 2 files among 17 files on Apr.01.(Refer to attached screenshot スクリーンショット 2026-04-03 084428.png), and it has happened since Feb. 2026.

>Would it be possible for you to share with us one of the files in which this error occurs so we can take a look at the document structure and see why this might be the case?
<- As I am asking the customer to share those files, I will forward them.

>It would also help to know the printers exact make/model number, and have a link to the driver version you currently have installed, so we can attempt to reproduce the issue.
<- Actually the driver is not for any printers but for RICOH's electric archiving solution below.(sorry for Japanese site.)
https://www.ricoh.co.jp/products/list/totalflow-e-report-manager?paramaterbreadcrumblocalnavigation={8BB7352B-1003-40D2-87BA-61408E2B2FA1}
The driver converts PDF files to data with unique format for this solution.
So, it is so difficult to install and test it without the electric archiving system.
On the other hand, a developer of the solution reported as below;
>An issue has occurred where the report name becomes “Print Job” at 17:10:41 on April 6.
>We have investigated this job.
>The Windows Spooler event log entries corresponding to the job where the above issue occurred are as follows.
>　　　　Document 62, 2026040617103642344.pdf, Bytes: 38 (Pages: 2)
>The data printed from Xchange Editor to the ER Driver is only 38 bytes, which is not considered valid data.
>Upon investigating the job following the one mentioned above, the data size is normal as shown below. The report has also been created correctly.
>　　　　Document 61, 2026040617103544732.pdf, Bytes: 900098 (Pages: 1)
>　　　　Document 63, 2026040617103724028.pdf, Bytes: 2141782 (Pages: 2)
>　No errors occurred in the ER File Generator used to create the reports for the job where the above issue occurred.
>It operates as follows:
>　・ Receives print data
>　・ Cannot find any text in the print data (because it is a blank page)
>　・ Cannot link to the print information configuration file
>　・ Uses the default report name “Print Job”

I expect these information including attached files help your investigation.

スクリーンショット 2026-04-03 084428.png

Windowsイベントログ.zip

[Daniel - PDF-XChange]

Hello, TakashiSakakura

Thank you for this information so far, I have passed it up to our Dev team for review and testing. Hopefully the event logs will also be helpful for us. If they request anything else, or find a solution, I will be sure to let you know promptly. If you find some sample files you can share, do keep in mind this is a public forum. If they contain sensitive information, please email them to [email protected] with "ATTN:DAN" in the subject line, and a link to this post in he body of the email.

It would also help if we could have an export of the Editor application settings (File > manage settings > export settings) - and a screenshot of the print dialogue, with the "advanced" options window opened, and the preview panel visible.

Kind regards,

[TakashiSakakura]

Dear Daniel-san; Thank you for your feedback. I am pleased to hear that your dev. team may investigate this problem.
So, a sales rep. of this project will visit the customer on Apr.21(Tue.) and will get what you need.
I created a guide to get it for him and attched it now. If you would review it for the confirmation of my understanding, that would help me so much.(But I am sorry, it is written in Japanese.)
Thank you.

PDF-XChange Editor設定情報の取得方法.zip

[Daniel - PDF-XChange]

Hello, TakashiSakakura

Yes, that looks to be the correct process to present what we need at the moment. Thank you!

Kind regards,

[TakashiSakakura]

Dear Daniel-san; Thank you for your confirmation. The sales rep visited the customer today(2026 APR. 22) and got 2 files below and their zipped file is attached.
PDFXChangeEditorSettings_2026APR22.xces
AdvancedPrintSetting_2026APR22.png
As for a PDF file, he confirmed PDF files were correct(not empty) but the customer requested him several days for the internal process to allow him to get it.
I recognize a PDF file is essential for your investigation, and requested him to get it.
So, I have to ask you to wait for more days to get the PDF file.
Thank you for your cooperation.

PDFXChangeEditorSettings_2026AP22.zip

[Sean - PDF-XChange]

Hi TakashiSakakura,

No problem, thanks - we can return to this once you have all the files.

Kind regards,

[TakashiSakakura]

I am sorry for my late response.
Because the customer hesitates to send his PDF of an invoice to you, I would send you another customer's PDF file.
I believe the structure of those files are common and will work for your investigation, because they were created by Mapping Suite V7, my product.
If you find a problem in the structure from PDF XChange Editor's point of view, I would request a developer of Mapping Suite to improve it.
>please email them to [email protected] with "ATTN:DAN" in the subject line, and a link to this post in he body of the email.
-> You kindly advised me above, but I attach the PDF file to this post, because the PDF contains no customer sensitive data.

JHL735M_V7.pdf

PHU110PB_2025FEB21_623.pdf

Thank you for your cooperation.

[Daniel - PDF-XChange]

Hello, TakashiSakakura

Thank you for these, I cannot seem to reproduce the issue on my device, however i have escalated this to our Dev team for further investigation.

Kind regards,

[TakashiSakakura]

Dear Dan-san; Thank yoou for your confirmation and escalation. I keep waiting for any feedback. Best regards.

[Sean - PDF-XChange]

[TakashiSakakura]

Hello! The customer is requesting any progress on this issue now. But I understand it may be dufficult even to reproduce the problem without a specific printer driver.
So, I would ask you to provide me any feedback and/or comments on my questions below;
1. Did you find any structural problem of PDF files I attched before? Or are they normal PDF files?
2. PDF-XChange Editor works to open PDF files and print them to the specific printer driver on the customer's Windows Server. Considering a case that multiple PDF files are requested to handle in a very short time, should the memory size and/or other specs of the server hardware be bigger than the standar one?
In other words, is there possibility that this problem might be caused by memory size and/or hardware specs?
3. Is there a way to verify if PDF-XChange Editor worked correctly or not? If there is, we can focus on the printer driver for the investigation.
Thank you!

[TakashiSakakura]

Hello! Did you or your dev. team kindly investigate 2 kinds of log file(Print spooler log and Windows event log) to check if XChange Editor sent a correct data to the printer driver?
(I attached those files at the 1st. inquiry.)
The customer and I are expecting any feedback from your dev. team. I would ask your support for that.
Thank you.

[Daniel - PDF-XChange]

Hello, TakashiSakakura

Terribly sorry for the delay, The Dev team have been quite busy of late, I finally have an answer for your previous 3 questions:

1. These files are ok, no issues.
2. It is possible, for example, when there is not enough space on the system drive. Or maybe the print queue is too busy. In any case, there should be some records in the system Events (the user can use Event Viewer to check whether there were any such issues).
3. As usual, when an error happens, the Editor will show an error message. When it is silent, it means that system calls return no error.

If you can record a new event viewer log of just the brief moment surrounding the printing attempt, that may help you spot the error, and if you can provide it here, we can dig in again to see is there is more on our end to be done. At the moment, the previous logs provided were unfortunately on too large a timespan for us to locate the specific event records.

Kind regards,

[TakashiSakakura]

Dear Dan-san; It's OK. I forwarded your feedback to the customer and am waiting for his response. I may ask your support when I get it.
Thank you!

[Daniel - PDF-XChange]

[Sunilkumar]

Dear Dan-san; Thank you very much for the detailed feedback from you and the dev team.

Your explanation helps us narrow the investigation significantly, especially the confirmation that the sample PDF structures themselves appear normal from PDF-XChange Editor’s perspective.

Based on your comments, I now suspect the issue may be more related to the Windows printing subsystem, spooler timing, or the proprietary RICOH ER driver behavior under heavy processing conditions rather than a direct PDF rendering problem in the Editor itself.

I will ask the customer to collect a much shorter Event Viewer log focused only on the exact timestamp surrounding the next occurrence so we can isolate the related spooler/system events more accurately.

Additionally, I plan to check:

available free space on the system drive,
spooler queue status during batch processing,
server memory utilization,
and whether simultaneous PDF jobs are being processed too quickly for the ER driver.

If I discover any reproducible conditions or additional technical findings, I will share them here so they may also help other users working with specialized archive printer drivers.

[Daniel - PDF-XChange]

Hello, Sunilkumar

Thank you very much, and I am glad that the information was helpful! We will keep an eye out for those details should you share them here. For now, I will wish you luck in your investigation.

Kind regards,

[TakashiSakakura]

Dear Team; The sales rep. for this customer reported that this issue has not been occurred since Apr. 06, when the Windows Server was rebooted. Is there possibility that cache or some memory area for PDF=XChange Editor keep growing until the system is rebooted and that causes something wrong?
Thank you for your cooperation.

[Daniel - PDF-XChange]

Hello, TakashiSakakura

The most likely issue in that case would simply be that the drivers were in use before the update was installed, and so windows had "qued" the changed to occur on the next restart, and they were effectively running with only half of the printer functional due to that delayed action. This is fairly common for printer drivers, and is part of why most applications including print utilities heavily advise you close all applications during reinstallation, if not restart the system immediately afterwards.

Kind regards,