Headings randomly being turned into italic upon PDF creation

[josied]

Hi,

I recently encountered an issue whereby some headings in my PDF documents are being converted into italic when I'm reading them in PDF X-change viewer. Initially I thought it was during PDF creation but other people I have sent the docs to don't have the issue, and when I read them in Adobe Reader they also appear to be fine. I also see the italics on printed materials (if I print from PDF X-change) which is really annoying.

FYI I've tried re-installing & am running PDF X-change viewer: version 2.5 (Build 211.0)

I don't want to revert back to Adobe as I really like the X-change viewer but am going to have to if I can't work out what the problem is.

Is anyone else having this trouble, or does anyone know how to fix it?

Thanks in advance,

Josie

[Will - Tracker Supp]

Hi josied,

Thanks for the post - is there any chance that you could send both the original Word file, and the PDF that was created from it? If you'd rather not upload it for the public to see, then you could email it to us at support@pdf-xchange.com, with a link back this forum topic as a reference.

Also, could you please advise on what version of MS Office you are running (i.e. Office 2010, 32-bit) and what program is being used to create the PDF file?

Cheers, let me know!

[josied]

Hi Will,

Thanks for your reply. It's a confidential document so I will email it to the address you provided (I'll also have to change some of the content).

FYI I'm running MS Office 2007 (64 bit). In terms of what's used to create the file - I'm not sure. I just clicked 'Save as' in Word.

Josie

[Will - Tracker Supp]

I've just seen the document, so I will test to see if it works, then will post back when I know more.

[Will - Tracker Supp]

I can't seem to reproduce the issue on my end, which suggests that you may be using an older build of the Viewer. As per my email, please download and run the following to update, then let me know if the issue persists:
https://www.pdf-xchange.com/PDFXVwer.zip

Cheers, keep me posted!
Will

[brian felix]

I am having the exact opposite problem, in that italicized text is losing this feature upon conversion.
-
I am using version 5.0 build 270 of the driver.
-
I need this to be fixed. Please let me know what I need to send in order to debug this.

[Will - Tracker Supp]

Hi Brian,

Could you please send the problematic source file? I'll need to take a look at this my end, to determine what might be happening here.

If uploading here, please be sure to ZIP the file, otherwise the upload will be rejected.

If you're unwilling to upload to a public forum, then would it be possible for you to email it to us at support@tracker-software.co, with a link back to this forum topic?

Cheers, let me know!

[brian felix]

I have sent a sample of the bug in a zip file to the email address you provided.

[Will - Tracker Supp]

Hi Brian,

Thanks for sending that - I've taken a look my end and I'm fairly sure that this is a fonts issue. If a non-standard font (such as the one used in the sample that you sent) is being used and it is not embedded in the document, then the Viewer will sometimes have to perform a substitution, which can also cause for text formatting to be lost.

Please try the conversion again, this time making sure to embed the fonts by going to the Printing Preferences of the Driver --> Fonts, then selecting either the "embed all used fonts" option, or the option to embed a subset. (The conversion worked fine, on my end)

Cheers, hope that helps!

[brian felix]

That is what I was doing. I also rechecked to make sure I did not overlook anything.
-
What you described is not the issue.
-
This product is of no value to me if I cannot preserve formatting.

[Will - Tracker Supp]

Hi Brian,

If that's the case, then I'm going to need some more information off of you, because the conversion worked fine for me, on my end, with the fonts embedded.

1) Can you please send a screen-shot of your font preferences in the driver?
2) Please could you send a screen-shot of the About window, from the preferences of the driver?
3) What Version of MS Office are you using?
4) Are you using the Office Add-in, of the File --> Print method?

Let me know!

[brian felix]

I have sent my response via email.
-
I will be away for the next week, so I will have limited access to email during that time.

[Will - Tracker Supp]

Hi Brian,

I've just seen that - I've been testing this with the Standard driver. I'll test this again with Lite and will report back via email and this topic with the results.

cheers,
Will

[Will - Tracker Supp]

Hi Brian,

As per my email, I was still unable to reproduce on Windows 8, so I had a colleague test with Windows 7 Home Premium, to mimic your setup and he was able to reproduce the issue.

A ticket will be made out and one of us will post back when we know more.

Thanks for your patience!
Will

[brian felix]

I'll be getting on my plane shortly and will not have internet access for a week, but this is good to hear.
-
Thank you for your diligence.

[Paul - PDF-XChange]

[brian felix]

Is there an update on this issue?

[brian felix]

Please acknowledge that this issue is being addressed.

[Will - Tracker Supp]

Hi Brian,

Apologies for the lack of response from people on this - I've been on holiday for the last 2 weeks, so I wasn't the one to setup the ticket and don't have any immediate knowledge of the status. I've asked a colleague to check and comment, once he's online. Unfortunately, he works from Canada (I'm in the UK at the moment) and won't be online for another few hours.

We appreciate your patience here and apologize for the delay!

Cheers,
Will

[Ivan - Tracker Software]

Solution is to check the option "Embed All Used Fonts" on "Fonts" page of printer's preferences (or in Office Addin settings).

[brian felix]

Ivan,

I have already tried that, and said so in an earlier post. Please review the previous posts so as to familiarize yourself with them.

Also, please review the 'responses' zip file that I sent to Tracker with screenshots of what exactly I was doing.

This is still an open issue, and I am still awaiting a resolution.

~Brian

[Will - Tracker Supp]

Hi Brian,

I have received and reviewed the responses attachment that you emailed, but this is beyond my personal ability to work on and requires the Dev. Team's attention. I was waiting for a few issues to be worked out before I could upload the responses.zip to the ticket. This was done and the *.zip uploaded a few days ago, so the Dev. Team can review the file themselves and will hopefully be able to implement a fix for the new build.

Cheers,
Will

[brian felix]

Is there an ETA for the new build?

I am unable to get much use out of this product until this is resolved.

~Brian

[Stefan - PDF-XChange]

Hi Brian,

Actually we released build 303 last Friday. Can you please test with it?
https://www.pdf-xchange.com/product ... nge-editor

Regards,
Stefan

[Stefan - PDF-XChange]

Hi Brian,

My previous post was not quite on topic - apologies for this.
I just got a word from our dev team that the issue with the Lite printing driver is now fixed and the fix should be available in the next build.

Regards,
Stefan

[brian felix]

Is there an ETA on when the next build will be available>

[Will - Tracker Supp]

Hi Brian,

Have you tried build 271 of the Driver? If not then please try that and see if that helps:
https://www.pdf-xchange.com/PDFX5SA_LE.zip

If you test and it doesn't help, then let me know, as I believe that the fix should have been applied in 271 (though will need to confirm that).

Cheers,

[brian felix]

Sorry for the delay.

Yes, that resolves my issue.

Thank you very much.

-BF

[Stefan - PDF-XChange]