Instant Crash from Tablet Pen

[mightymergz]

Hello I am using an HP touchsmart tx2 1360ca tablet PC with touch and pen capability.
When I try to use PDF-XChange with the pen it instantly stops working. The Windows box pops up and tells me it is looking for a solution to the problem. It seems I can use the pen to click things until I open a pdf file. Then when I try to use the pen it will crash after about 2 seconds.

Using the touch screen gives no problems or crashes, it seems to be only the pen.
I have the latest drivers for the N-trig pen and touch.

thanks!
-Andrew

[Stefan - PDF-XChange]

Hello Andrew,

We had exactly the same problem with Fujitsu Q550 tablet PCs earlier. Finger input was working fine, but using the stylus was causing crashes. We implemented a fix for what appeared to be a problem with the drivers for the stylus a few builds ago.

Could I ask you to try and update the Viewer on your machine to the current latest build (2.5.197):
www.tracker-software.com/PDFXVwer.zip
As the fix we applied for the Fujitsu Q550 devices might also work for your case, and let us know if it doesn't.

Best,
Stefan

[mightymergz]

Hello Stefan,

Thanks for your quick reply!
2.5.197 is the build I have installed.

[Stefan - PDF-XChange]

Hello mightymergz,

Thanks. Yes the problem is a known one, and we have fixed it. The error came from the fact that I thought we have already released this fix.

As our developers pointed to me - this was resolved but the fix is not yet available - it will be in build 198 which is expected to be released either today or early tomorrow - so please update to build 198 over the weekend and those crashes should stop.

Best,
Stefan

[douglasfurmanek]

Hello,

I am currently on Build 4.5.199, trying to use a Fujitsu Q550 with N-trig input. The program continues to crash when trying to use the pen to mark up a PDF file. Based on the previous posts, I thought a fix was implemented but this does not seem to be the case. Do you have any other suggestions to make the N-TRIG pen work? Thanks

[Stefan - PDF-XChange]

Hello douglasfurmanek,

Just to be sure - can you please confirm that you are also using the latest build of the drivers for the pen device? And if possible please do send us a download link for the same.

Best,
Stefan
Tracker

[douglasfurmanek]

Yes, I am on the latest N-trig drivers; I reinstalled them off of fujitsu's website and then tried again today from:

http://www.ntrig.com/Content.aspx?Page= ... ds_Drivers

The pen is able to draw one line then the program crashes completely. Please assist with any other suggestions.

Thanks

[Stefan - PDF-XChange]

Thanks for the link douglasfurmanek,

We have reopened ticket:
#1164: Viewer 2.5.197: Crashes when used with a stylus on fujitsu q550 tablet. Finger input is OK.
So that the problem can be investigated again.

Best,
Stefan

[Stefan - PDF-XChange]

Hello Douglas,

One of our developers (with nickname Corwin here in the forums) has prepared a custom build, and I have sent that to you and the other 4 people listed in the ticket, so could you all please try this custom build and let us know if you are still experiencing the crash.

Best,
Stefan

[mightymergz]

Hello,

Thanks for all your attention and work on this problem. I recently upgraded to the latest version (build 199) and unfortunately the problem still is occurring like the previous poster. Note, the pen works fine when there is no pdf file loaded, i can navigate the drop down menus with the pen. But, it seems, that when a pdf file is loaded, even trying to navigate the drop down menus with the pen causes a crash. Before crashing the pen works for about half a second, that is, if i try to use the hand tool with the pen the document will scroll a little bit before the crashing dialog pops up.

Lemme know if you need any more info or if I can help in any other way!

-Andrew

[mightymergz]

could I try the custom version as well?

[Paul - PDF-XChange]

Hi mightymergz

can I send it to the email you have associated with this forum account, the @gmail.com one?

[mightymergz]

Sure, that would be great!

Thanks

[Paul - PDF-XChange]

Hi again mightymergz,

I have sent that file as zip archive to your email. Please do let us know how that goes for you.

hth

[Stefan - PDF-XChange]

Hello mightymergz,

We have not heard from you after Paul's latest comment, so we will assume that the custom build worked for you.
We are also closing ticket 1164 once again.
If you experience the same problem again - do let us know and we will take a further look, but for now from our point of View this case seems resolved.

Best,
Stefan

[mightymergz]

Hello,

I never received the custom build from Paul. Could you try sending it again? The last email I received from you was the one on Oct 11 where you said you would send the build tomorrow.

[Stefan - PDF-XChange]

Hello mightymergz

I sent you a personal message with the download link. I am not publishing it here in the forums on purpose - as it's hosted in a place where we would like to keep minimum load.

Best,
Stefan

[mightymergz]

Thanks for sending it over right away!

Unfortunately installing the PDFXVwer4Try.exe (after first uninstalling the old version) produced no discernible difference. The same crash occurs with this version.

[Paul - PDF-XChange]

Hi mightymergz,

I have reopened this ticket again and noted your experience. We'll post here with developments as they come to us.

hth

[Stefan - PDF-XChange]

Hello mightymergz,

Can you please try to once again uninstall the Viewer from your machine, and try the latest build 2.5.199:
www.tracker-software.com/PDFXVwer.zip
The fix from the custom one I sent you was then incorporated in this build - so please do try with it and come back to us if the problem still persists.

Best,
Stefan

[mightymergz]

I just tried it and the error still happens all the same. But I already had build 199 installed as I've said in a previous post.
Anyways, thanks for your continued attention, I hope you can fix it soon

[mightymergz]

I thought I should mention that I am on a 64-bit version of windows. I tried installing the 32-bit version of the program to see if that would fix it but it doesn't let you install it

[Paul - PDF-XChange]

HI mightymergz,

indeed the msi installers are discrete for a given architecture but the .exe installer will auto-detect a 32 or 64 bit environment and install binaries accordingly so using that installer Stefan sent a link foir is going to install correctly for either architecture.

I have made a note on the ticket that this is still not working and we'll continue the investigation.

hth

[Median]

Hello,

I just received an Fujitsu Q550 Tablet and the first thing I tried was to read documents with the current version. Without success an with the problems as described by the other users.
I'd also like to join the ticket. Especially for Q550-Users PDFXCviewer is crucial.

Best regards!
Median

[Stefan - PDF-XChange]

Thanks for the update Median,

We are still investigating this issue, and will add all our comments and finds directly here in the topic.

Best,
Stefan

[Stefan - PDF-XChange]

Hi Median,

Our developers made some further changes to try and fully resolve the problem described in ticket 1164, so please try to download and install build 200 - when released later this week, and see if you are still experiencing this problem.

Best,
Stefan

[Median]

That's good news! Unfortunately I forgot my active stylus today at home. But at least I can tell, that another problem, that led to a crash, doesn't occur anymore: searching through PDFs in finger-writing mode.

Regards
Median

[Stefan - PDF-XChange]

Great to hear that Median,

Awaiting your comments when you get your stylus and have a chance to test with it!

Best,
Stefan

[Median]

I can confirm, after 10 Minutes scrolling, searching, writing with the original Fujitsu stylus, PDFXChange Viewer runs fine on my Q550 tablet

Job well done! Productivity will be increased by now

My regards to the team

For the upcoming tablet market with Windows 8 I think it would be nice to be able to choose bigger icons (for finger input), continuous view in fullscreen mode, to add a way to get out of the fullscreen mode at least through the context menu (I have to open the software keyboard to access the right keys to leave) and at last more steps for zooming with two finger pinch.

Regards again,
Median

[Paul - PDF-XChange]

I'm glad we could help.

I've made a note of your suggestions for consideration as we move forwards after V3.

regards

[mightymergz]

The stylus no longer causes crashes on the HP TouchSmart tx2 with the latest build.

Thanks so much for your continued support and attention. This is a fantastic product!

[Stefan - PDF-XChange]

Our pleasure mightymergz,

Enjoy the festive season!

Stefan