Memory error when opening pdf

medeiom · Post by **medeiom** » Thu Nov 14, 2013 7:29 pm

I have well over 8GB or Ram, the pdf I am trying to open is only 6MB. Nothing else is running. Thoughts?

Thanks

Post by **Will - Tracker Supp** » Thu Nov 14, 2013 7:38 pm

Hi medeiom,

Thanks for the post - could you please provide more detail on what, specifically, is happening when you attempt to open the document? (i.e. is there an error message? If so, please send a screen-shot).

Also, could you please provide the document in question as well as a screen-shot of your Control Panel --> System and Security --> System page?

Lastly, could you please go to Help --> About, in the Editor, and let me know what Build you are running?

Cheers,

Humanist · Post by **Humanist** » Tue Nov 19, 2013 11:40 am

I have same problem:
The instruction at "0x00f040ae" referenced memory at "0x07092000". The memory could not be "read".

Humanist · Post by **Humanist** » Tue Nov 19, 2013 11:43 am

I use winXP SP3, editor version 3.0 [build 306.1]

Tue Nov 19, 2013 12:41 pm

Hi Humanist,

Could we have a sample file illustrating this problem please?

Regards,
Stefan

Humanist · Post by **Humanist** » Wed Nov 20, 2013 4:30 am

You mean the PDF-file? The problem isn't attach with any concrete file. Usually it occurs when some tabs are already open. When I try to open one more file there is this window with a mistake.

Editor is closed then it is possible to open this file (reopen Editor) and read.

Humanist · Post by **Humanist** » Wed Nov 20, 2013 6:46 am

And I don't know... it is connected with memory or not, but often there is still a problem to drawing of images:

In PDF X-Change Viewer such problem never was (with the same files). In new Editor it is frequent

After scaling of such incorrectly displayed image (zoom in/out) the memory-mistake described above also appears and the editor is closed..

Wed Nov 20, 2013 12:52 pm

Hi Humanist,

Can you please try to monitor the memory usage when such a crash occurs and see how much memory the Editor is using?
Also - does it always happen on files with such images? If so - we might still need to get a sample file, as we've just today found an issue with JBIG2 images (#2122: Editor 3.0.306: Issues with JBIG2 decoder) and your problem might be related.

Regards,
Stefan

Humanist · Post by **Humanist** » Thu Nov 21, 2013 6:52 am

In the course of viewing one-page A4 file (truecolor image 300 dpi) memory usage (when crash occurs) ~45 Mb (without special jumps before it). This usual allocation of memory when viewing such files.
It seems to me that JBIG2 have nothing because images can be monochrome and not, and crash all the same occurs(

Thu Nov 21, 2013 11:55 am

Hi Humanist,

Thanks for monitoring the memory usage.

JBIG2 is an image compression standard:
http://en.wikipedia.org/wiki/JBIG2
So it can be used for storing image data with any number of colours.

In any case - if you can provide us with a sample of your files that cause the crash - we would be able to check it here at our end and try to reproduce it.

Regards,
Stefan

Humanist · Post by **Humanist** » Thu Nov 21, 2013 12:48 pm

But why in Editor JBIG2 available for monochome settings only?

Thu Nov 21, 2013 12:59 pm

Hi Humanist,

Ok I might be wrong about what could be stored in a JBIG2 image, and your sample is illustrating a different problem (thanks for the file by the way!), but I am still unable to Crash the Editor at my end with your document.

I've had it opened for some time now, and am moving it around from time to time between other tasks.
Do you have the latest Editor build?

Regards,
Stefan

Humanist · Post by **Humanist** » Fri Nov 22, 2013 4:28 am

I have the latest build 3.0.306.1

Practically any file can cause failure in my case after opening.
At me the majority of files is images 300...600 dpi, truecolor or monochrome (All of them are created in PDF-Tools).
Any of these files can incorrectly be displayed or cause failure. It is possible to open in a row several times the same file and it will be normally displayed, and occasionally with distortions.
I don't know on what it depends. If to observe during the day, for the whole day at almost permanent job with Editor it falls several times. If to compare with PDF X-Change Viewer, that on my memory didn't fall at all. Or maybe several times a year

Well I think, Editor will be fulfilled to a stable condition too

Humanist · Post by **Humanist** » Tue Nov 26, 2013 7:01 am

Trying to scroll incorrectly displayed file and crash:

Wed Nov 27, 2013 3:54 pm

Hi Humanist,

I've asked my colleagues from the dev team working on the Editor to take a look at this problem and hope to have some further advise for you soon!

Regards,
Stefan

Wed Nov 27, 2013 6:07 pm

Trying right now to reproduce the issue.

Humanist · Post by **Humanist** » Mon Feb 17, 2014 11:08 am

Issue still remains

Mon Feb 17, 2014 1:00 pm

Hello Humanist,

Can you please check and make sure that you are using build 307.1 of the Editor as the ticket we made on the subject #2122 is marked as resolved in our system.

Regards,
Stefan

Mon Feb 17, 2014 5:58 pm

Humanist, can you please provide a PDF file where the problem reproducible?
The file 001.pdf that has been provided has no such issue and does not correspond any of the screenshots you gave here.

Humanist · Post by **Humanist** » Tue Feb 18, 2014 6:58 am

Tracker Supp-Stefan wrote:Hello Humanist,
Can you please check and make sure that you are using build 307.1 of the Editor as the ticket we made on the subject #2122 is marked as resolved in our system.
Regards,
Stefan

I prefer to use the last version always

Humanist · Post by **Humanist** » Tue Feb 18, 2014 7:18 am

I noticed error is shown less than in previous builds.

Today it arose when opening this file

Tue Feb 18, 2014 11:36 am

Hi Humanist,

Still unable to reproduce that here at my end.
Can you please try build 307.2 released last night as well?

Regards,
Stefan

Humanist · Post by **Humanist** » Tue Feb 18, 2014 11:58 am

I will try, certainly

I already wrote that the error isn't connected with the concrete file... Occasionally this error appears. And it everything that it is possible to tell

Tue Feb 18, 2014 12:11 pm

Hi Humanist,

Please do try and let us know. While this error is probably caused by the Editor - without a reproducible step-by-step instructions to reproduce it, it will be very hard for us to investigate and fix it.

This is a bit of a long shot - but can you please also try to run some tools for checking your RAM for hardware errors that could be causing this?

Regards,
Stefan

Humanist · Post by **Humanist** » Tue Feb 18, 2014 12:25 pm

Well

Which tools to use?

Tue Feb 18, 2014 12:36 pm

Some of the ones offered here should help:
http://pcsupport.about.com/od/toolsofth ... rytest.htm

Regards,
Stefan

Tue Feb 18, 2014 7:46 pm

Please also check if you have enough space on your hard disk where %Temp% folder is located.

Humanist · Post by **Humanist** » Wed Feb 19, 2014 4:37 am

Tracker Supp-Stefan wrote:Some of the ones offered here should help:
http://pcsupport.about.com/od/toolsofth ... rytest.htm
Regards,
Stefan

Memtest86+ showed no errors. On HDD about 2 GB free space. Is it enough?
I was updated to build 307.2 and I'll watch program work

Wed Feb 19, 2014 12:40 pm

Hi Humanist,

2GB free on the hard drive is rather low, and could indeed be used up in heavy load situations. If you can please monitor the free space available on the HDD if/when this error occurs again, and let us know the result.

Regards,
Stefan

Humanist · Post by **Humanist** » Fri Feb 21, 2014 5:30 am

Tracker Supp-Stefan wrote:Hi Humanist,
2GB free on the hard drive is rather low, and could indeed be used up in heavy load situations. If you can please monitor the free space available on the HDD if/when this error occurs again, and let us know the result.
Regards,
Stefan

I increased free space to 6 GB. I'll report if error appears again

Fri Feb 21, 2014 12:42 pm

Thanks for that Humanist,

We are here awaiting your further comments but hopefully with news you are unable to crash it

Cheers,
Stefan

Humanist · Post by **Humanist** » Wed Mar 12, 2014 10:52 am

To tats

I'm back again...

When crash, process PDFEdit.exe used about 60 MB of memory.

Wed Mar 12, 2014 11:00 am

Hi Humanist,

And how much is the free HDD space at the moment? Could it be that the space you freed up before was filled in again?

Regards,
Stefan

Humanist · Post by **Humanist** » Wed Mar 12, 2014 11:21 am

It is enough, ~6 GB

Post by **Will - Tracker Supp** » Wed Mar 12, 2014 4:38 pm

Hi Humanist,

Thanks for getting back to us - if you monitor the amount of available HDD space, when opening this file, can you tell us if there's any change in the amount of available storage and, if so, how much by?

Cheers,

Humanist · Post by **Humanist** » Thu Mar 13, 2014 11:12 am

The error appeared again when I opened the next document:

Then I opened task manager and saw this:

I looked at free space: 5,98 GB.
Then I press OK and new error window appeared:

I press OK again and application was closed.
I looked at free space: 6,00 GB.
I hope, this description somehow will help with a solution

Thu Mar 13, 2014 7:51 pm

Humanist, we have fixed one issue related to the image processing and it also might fix the problem you are experiencing.
I would like to provide you a test version of the Editor to test if the issue is fixed. Can I send you the link to download by email ?

Humanist · Post by **Humanist** » Fri Mar 14, 2014 5:43 am

Yes, certainly. How me to tell you the address?

I can't find a way to write here the personal message.

Fri Mar 14, 2014 11:54 am

Hi Humanist,

Please write to [email protected] with a link back to this topic, and we will get in touch with you with further instructions.

Regards,
Stefan

Holotz · Post by **Holotz** » Mon Mar 17, 2014 4:45 pm

I wrote, but yet didn't receive the answer

Mon Mar 17, 2014 4:53 pm

Hello Holotz,

Is this another account you've created Humanist?

Regards,
Stefan

Holotz · Post by **Holotz** » Mon Mar 17, 2014 5:41 pm

Tracker Supp-Stefan wrote:Hello Holotz,
Is this another account you've created Humanist?
Regards,
Stefan

Yes, it is my home account, and that from work

I hope, two accounts aren't forbidden by rules?

Post by **Will - Tracker Supp** » Mon Mar 17, 2014 5:57 pm

Hi Holotz,

Two accounts should be absolutely fine

In regards to the email - I'm not sure that we received it, could you resend the email with a link back to this topic? Try CC'ing [email protected], just to make sure that it reaches us.

Cheers,

Holotz · Post by **Holotz** » Mon Mar 17, 2014 6:54 pm

ok. I sent. So, my email is my nickname @gmail.com

Post by **Will - Tracker Supp** » Mon Mar 17, 2014 6:58 pm

Hi Holotz,

Thanks, I just replied to the email with the link, let us know here when you've tested.

Cheers,

Humanist · Post by **Humanist** » Thu Apr 03, 2014 12:58 pm

During testing the program gave out a error few times. But not during document opening. When I close editor it's crashed and shows this memory error.

Thu Apr 03, 2014 1:11 pm

Hello Humanist,

Was it the same "Memory can not be read" type of error message or another one that you e.g. tried to attach but the forum just removed the attachment?

Regards,
Stefan

Holotz · Post by **Holotz** » Thu Apr 03, 2014 4:53 pm

It seems, the same. But as it will appear again, I will make a picture

Post by **Will - Tracker Supp** » Thu Apr 03, 2014 5:22 pm

Appreciate you working with us on this!

Humanist · Post by **Humanist** » Fri Jul 18, 2014 7:42 am

I notice that stability from the moment of emergence of these errors with memory considerably improved. The mistake appears extremely seldom. And even when it appears, it works in a different way

Today when opening document I saw:

I looked how many memory occupies process PDFXEdit.exe: ~50 Mb.
I closed error window and the new error window jumped out:

I closed also it too and... nothing. The program wasn't closed and the document opened