Report a Problem

[jojfrost]

What software is necessary to use the PDF-XChange Viewer function *Help: Report a Problem.* When I try to submit a report using Windows XP SP2 I get a Windows popup to choose a profile. When I try to set one up manually, I get from Windows Messaging Wizard: "The .DLL file for this service is either damaged or could not be found."

I have downloaded and installed the latest Windows Messenger 5.1 but still get the .DLL error. I don't have Outlook or Exchange and at some point get an error relating to MAPI. Why can't problems be reported more simply with an e-mail message?

[Cadillakin]

What software is necessary to use the PDF-XChange Viewer function *Help: Report a Problem.* When I try to submit a report using Windows XP SP2 I get a Windows popup to choose a profile. When I try to set one up manually, I get from Windows Messaging Wizard: "The .DLL file for this service is either damaged or could not be found."

I have downloaded and installed the latest Windows Messenger 5.1 but still get the .DLL error. I don't have Outlook or Exchange and at some point get an error relating to MAPI. Why can't problems be reported more simply with an e-mail message?

They can be reported with an email message only. Just send mail to pdfxview@tracker-software.com, subject: problem report

I just tested the help system to see how it works.. The reason the developers do it the way they do is so they can get some system information on your fonts, printers, and settings.. which is zipped and attached to your trouble report. I'm sure that is of benefit to them when troubleshooting.

[John - Tracker Supp]

Thank you Cadillakin - your comments and assessment is correct in all respects

[jojfrost]

Thanks for explaining why it's done this way, but you didn't answer the first part of my question:

What software is necessary to use the PDF-XChange Viewer function *Help: Report a Problem.*

As you pointed out, the e-mail option is less satisfactory.

Best regards,
jojfrost

[John - Tracker Supp]

Hi - the " Help -> Report A Problem option"

Will 'pop' an MS MAPI compliant email client (if you have one) - e.g. Outlook or outlook experess or Windows mail etc

Otherwise - you will need to provide the info manually and it would difficult to acquire the extra info mentioned on your printers, fonts and settings etc automatically.

HTH

[ugradedeveloper]

May I suggest another possible approach: if the user does not have a compatible e-mail program installed, the user could be prompted to specify a directory for debugging information - PDF-XChange Viewer could then put into this directory the zip files containing the information about printers, fonts etc. The user could then, for example, use a web-based email program to communicate with Tracker and would have to manually attach the zip files in the above-mentioned directory.

Obviously this is not a perfect solution, but it is better than telling the users they must manually send a problem report with absolutely no way of attaching the other system information pertaining to fonts, printers and so forth.

[Paul - PDF-XChange]

Have you tired this with build 42 yet? With this build "Report a Problem" and "Send by Email" now launches my Thunderbird perfectly...

[ugradedeveloper]

I have a user who is using PDF-XChange viewer in a university setting and does not have the ability to add software to his machine. His administrators have decided on Gmail as their messaging system of choice, hence there is no local e-mail client such as Thunderbird or Outlook.

Now my user is having problems related to some of the commenting tools, and he needs to be able to submit a problem report. However, I know that a report description would be of little use in this case without the associated system information. However it appears that the "Report a Problem" feature won't work without an e-mail client set up.

Surely there must be some solution to this? I have already mentioned the idea of having a feature in the software that would collect all the system information needed and then drop the zip files into a specified folder, rather than attempting to attach them to an e-mail. This would provide much more flexibility.

In the meantime, if the Tracker support team can let me know what system information they would need to debug a display-related issue (he says the page tends to "jump" up or down slightly when he places a comment on a page, and I know two other users have reported the same), I can have my user gather said information and forward it to me. Certainly the OS version and basic hardware info such as the CPU and installed RAM, but what else?

Lewis

[Ivan - Tracker Software]

In the meantime, if the Tracker support team can let me know what system information they would need to debug a display-related issue (he says the page tends to "jump" up or down slightly when he places a comment on a page, and I know two other users have reported the same), I can have my user gather said information and forward it to me. Certainly the OS version and basic hardware info such as the CPU and installed RAM, but what else?

Looks like no report is required. Just turn off Properties toolbar (View -> Toolbars -> Properties Toolbar, or press Ctrl + E), or move it on separate line in toolbars area.