File causes an 'encountered a problem' message

[warthoglxxv]

Very impressed with PDF-XChange Viewer, it's the best free program I've seen.

However, I just upgraded to 2.5.195 and it seems to have a problem with a file.

HTBI_2000.7z

[Chris - PDF-XChange]

Hi warthoglxxv,

I've downloaded your document and have had no issue with it in the Viewer build 195.

Can you please explain the issues you are encountering.

Thanks,
Chris

[warthoglxxv]

The problem doesn't occur immediately after loading the file.

It takes a few minutes before the 'Viewer Encountered a Problem' dialog box appears.

Sorry, I should have mentioned this in the initial post.

[Chris - PDF-XChange]

Hi warthoglxxv,

I paged through the entire pdf and left i open for 15 minutes and started to page up to the beginning of the document and then it happened.

I did notice that the PDF was created by PrimoPDF, so there may be some error that occurred during it's creation.

Please open it in the Viewer, and use Help->Report a problem. This will create an email to send into us with files that contain specifics about the state of your system during having the file open.

Please send that in and in the body of the email, include the URL for this post so the development can get the file for your post.

Best,
Chris

[warthoglxxv]

OK, Did the 'report a problem' routine.

Thanks for your help Chris.

[Stefan - PDF-XChange]

Hello warthoglxxv,

I went through all the problem reports that we receive through our Viewer's "Report a problem" function, and could not find yours. Did you send it through a different mail account?

Please try sending that report once again, and do not forget to include a link to this forum post so that we can connect the two.
Also please let us know the name from which it appears that you are sending the mail as I presume it's different than your nick here in the forums.

Best,
Stefan

[warthoglxxv]

Hi Stefan,

The problem with the email is that it uses 'Outlook'.

I do NOT use 'Outlook' & it is NOT set up to interface with my ISP.

Is there any way to send the info using my normal email program ?

[Paul - PDF-XChange]

Hi warthoglxxv,

the Viewer Help --> Report a Problem is designed to use what ever email client you have set as default - as long as it is a Simple MAPI capable client like Outlook, Microsoft Mail, Thunderbird etc. I find it works OK with Mozilla Thunderbird for example.

What client are you using?

[warthoglxxv]

The email program I use is the one that installs with the Opera browser.

This may be a moot point, I just found & executed Outlook express & I think it sent the 'Report a Problem' email.

Please advise.

[Paul - PDF-XChange]

Hi warthoglxxv

what email address did you use? I don't see anything using the email address you used to register on this forum...

[warthoglxxv]

I don't know what email was used, it probably was an old one it's been 5 or 6 years since I've used Outlook.

Have been trying to make Opera my default mail program but can't find a way to do that.

Suggestions ?

[Stefan - PDF-XChange]

Hello warthoglxxv,

You need to set Opera Mail as the default Mapi Client, and looking at this:
http://my.opera.com/MarcFou/blog/show.dml/325589
You might need to install some extra files for that as the default Opera uses is M2.

Best,
Stefan

[warthoglxxv]

Sorry Stefan.

Don't understand the link. It seems unrelated to my problem.

[Paul - PDF-XChange]

HI warthoglxxv,

the link Stefan sent you to was for a way to get Opera to use the "Simple MAPI' interface so it can work with Help --> Report a Problem in the same way it would work with Send To --> Opera Mail.

Stepping aside from the Opera MAPI issue - perhaps you can send that report again and maybe take a look at the email address you are usaing in Outlook then tell us here what we should be looking for?

regards

[warthoglxxv]

Hi Paul,

Boy, you guys are as impressive as your software.

I've already done what you suggest. However, 'Outlook' did not display a 'From' field, which I thought was strange.

All I can offer is clues to old email addresses from about 5 yrs ago.

<snip></snip>

ALSO, maybe it sent it with a blank 'from', don't know how many of those you may have.

ALSO, I think the subject line has 'other problems' in it.

[Paul - PDF-XChange]

Hi warthoglxxv

there are more than 50 emails in that inbox today alone but none of them appear to be from you.

Since you cannot tell us what name the email is being sent from it would be simple to copy/paste this URL into the report so when I see it I can click the link and know it refers to this thread.

How does that sound?

[warthoglxxv]

Hi Paul,

Sounds great, but the problem is, given the current Opera setup, I can't send the report to you,
at least NOT with the requested files attached.

Is there a way to save the requested files to disk ?

If so, I could then compose a message w/ Opera/M2 & manually attach the files.

If NOT, then I guess the only way is to pursue Stefan's suggestion & see if I can do the MAPI thing.
THAT may take a while.

[Stefan - PDF-XChange]

Hello warthoglxxv,

If you can see the files now when you click the "report a problem" in Outlook - you should be able to right click them and save copies manually to your drive.

Also make sure to copy all the text from the Outlook message body - as it has some information which could also be useful.

Best,
Stefan

[warthoglxxv]

Hi Stefan,

Already tried that, 'Outlook' gives an error message.

[Stefan - PDF-XChange]

Hello warthoglxxv,

Lets leave the problem report for now. It might not be that necessary, as I also managed to reproduce the crash, and have created a ticket to our devs:
#1094: Viewer 2.5.195: Crashes after browsing through this file.
with detailed instructions how I did the crash, so that they could investigate and resolve this.

We will keep you updated with any news on the case directly here in this forum topic.

Best,
Stefan

[warthoglxxv]

Thanks Stefan,

At least, for now, don't have to do the 'MAPI' thing.

I'll be checking in periodically.

Regards, Tom

[Stefan - PDF-XChange]

Hi Tom,

Yes - the MAPI set up is indeed not needed now.

Cheers,
Stefan

[warthoglxxv]

Hey guys,

Any word from your dev group re this problem ?

[Stefan - PDF-XChange]

Hi Tom,

I am afraid that there is currently no news, but we have raised the priority of this ticket and hope to get some news soon.

Best,
Stefan

[Stefan - PDF-XChange]

Hello again Tom,

We have some news - good news
This is now fixed, and the fix will be in build 196 which is upcoming.

Best,
Stefan

[warthoglxxv]

Hi Stefan,

Thanks for your help & that of your team.

I'm very favorably impressed with the program, but even more so with the response from you, Paul & Chris.

I think a purchase is in my near term future.

[Jamie - Tracker Supp]

Thanks great to hear! Please let us know if there is anything else we can do for you.