error when opening document from url

[mr_steph]

Hi,

We have a problem with opening pdf document from a url.
On some computers installed with windows 7 we have a error message
generated by the viewer that can view in the following file that you can download
at this url http://dl.free.fr/qYE9vd3O8

The following has been verified:
- The url is valid and link properly to a pdf document
- The computer's local directory installation of the viewer of is available for read \ write for everyone

Thanks for help,
Mr_steph

[Paul - PDF-XChange]

Hi Mr Steph,

thanks for the report.

When I download that error message I see the following URL:
http://ged:80/tmpimg/250520121903391375.pdf

Are you sure that is a valid URL? Perhaps it is an intranet resource as there is no top level domain component and as such will not resolve over the internet. Unless I am missing something it seems to me that the URL is not valid.

Can you access that URL directly in a web browser from your location?

[mr_steph]

Hi paul,

Yes the URL is valid.
We use the activeX component viewer in our software for consulting pdf and
effectively the url points to an intranet resource.

We tested this url directly in the web browser and it did open the pdf in adobe reader.
We tested the same URL in the viewer but we have the error message on some computer
with window 7.
On this computers with verified there is no active firewall or antivirus sofwtare .

Thanks for your help,
Mr_steph

[Stefan - PDF-XChange]

Hello mr_steph,

Are the affected machines using a different browser than the unafected ones, or maybe different security settings in them that will prevent our AX Control from properly caching the file?

Best,
Stefan

[mr_steph]

Hi Stefan,

We have the same security parameters and the same version
of Internet Explorer on both computers.
We also tested the URL using the ActiveX control outside of internet explorer
and we have still the error message on a computer when we want to open the file
using a URL.

Thanks for your help,
Mr_steph

[Paul - PDF-XChange]

Thanks for that Mr_steph,

does the End User also fail to load the file when using File --> Open from URL...?

I'm interested in ascertaining if this is specific to the AX in your app or if it is more generic than that.

[follamor]

Hi Paul,
I'm working around the problem with mr_steph.

does the End User also fail to load the file when using File --> Open from URL...?

Yes.
I've even download the trial version of PDF-CHANGE VIEWER and encount the same failure.
Is the a way to let you experiment it by yourself ?
With mr_steph we proceed by remote access. Can we envisage such a script ?

Thanks & Regards

[Paul - PDF-XChange]

Hi follamor,

thanks for doing that. Let me consult with my development team to see what they think and I'll get back to you here soon with how we think we should proceed.

regards

[follamor]

ok Paul,
I'm still on line for about an hour.
If it's not possible, we can envisage a it properly for tomorrow.

Thanks & Regards.

[Paul - PDF-XChange]

Got it follamor,

right now the development team are in a conference and I cannot get their attention. I'll know more later in the day so this, if it is happens, would indeed be tomorrow at the earliest I'm afraid.

Sorry for the inconvenience.

Paul

[follamor]

No matter Paul,
I't can wait by tomorrow.

Follamor,

[Paul - PDF-XChange]

[Paul - PDF-XChange]

Hi

can you please try opening your Intranet URL in the example FullDemo.exe in the SDK examples. By default you will find it at C:\Program Files\Tracker Software\PDF-XChange Viewer SDK\Bin\AX_CExamples\FullDemo.exe on the machine with the SDK installed.

Use the Document tab and just past your URL and it should open.



regards

[John - Tracker Supp]

Assuming this works OK - then it would appear logical that the issue is with the code in your app - if not then we will have to investigate what is different about your intranet or access to external doc's - that we cannot replicate here ...

If our demo app woks - please review the code used and see if you can identify any differences, if you cannot identify problems in your code bu our demo app works, please create a small sample app (without licensing info) and post here for us to review and comment on (zipped please)

Many thanks

[follamor]

Hi all,
The download also failed with the FullDemo.exe.bellow the result .

capture.pdf

I confirm that the url is valid and opened successfully with other tools such as IE, AdobeReader,..

Is there another way to deeply investigate ?

Thanks & Regards

[John - Tracker Supp]

Odd - can I ask if you can open any other web based URL's using the example app provided - for example ;

https://www.pdf-xchange.com/fckfile ... hartEU.pdf

Thanks

[follamor]

Hi John,
in the attachement you can see the résult :
1) The same failure is observed with the FullDemo.exe.

2) The url is correctly download with AdobeReader.

This experience let us suppose that there is not a concret security access deny for downloading an url.
It there any windows 7 update that can be the origin of the trouble?

Thanks & Regards,

[John - Tracker Supp]

Hi Follamor,

thanks for that - that does seem to indicate strongly that the issue is not with the Viewer or the code being used - but some permission based issue - we will take some time to review this morning and come back to you as soon as possible ...

[follamor]

ok John,
let me know if you should need to collect more details.
I'll be glad to be usefull.

Thanks & Regards,

[John - Tracker Supp]

Will be sure to do

[John - Tracker Supp]

Hi,

we do have some ideas where the issue may lie and wonder if we could ask you to allow us to 'TeamViewer' into this machine at some convenient time to investigate further - this will specifically involve checking your 'IE' settings as we use some IE related functionality within our products to access and download files as required locally to the Viewer - having access will allow us to confirm if this is where the issues are - as we are based in Western Canada (Mainland Europe + 9 hours) we would be grateful if you could suggest a couple of convenient times in the late afternoon for you and we will then go ahead at an agreed time and hopefully confirm our suspicions and resolve in a mutually acceptable manner.

Many thanks

[follamor]

Hi John,
ok to

'TeamViewer' into this machine

.
I'm now in Gabon (UTC+1). I don't know with time zone is

Mainland Europe

So for

convenient times in the late afternoon

I suggest 6:00 pm (UTC+1). Is it also ok for you?

Regards,

[Stefan - PDF-XChange]

Hi follamor,

The Mainland Europe time John had in mind is the CEST (Central European Summer Time).
The UTC +1 Gabon is using all year round is currently matching the British Summer Time - so the time difference is 8 hours between you and the Canadian office. 6 pm should be quite convenient as everyone will be in the office by that time (10 AM on Vancouver island), but this will need a further confirmation from John and the devs that will connect to investigate the issue.

Cheers,
Stefan

[Stefan - PDF-XChange]

Hi again follamor,

I am waiting for the developer that will be investigating this to confirm he can do it today and once I get the confirmation I will update the topic accordingly.

Best,
Stefan

[follamor]

ok Stefan,
I'm on expectation.

Regards,

[John - Tracker Supp]

Can you please send by email to support@pdf-xchange.com the TeamViewer login/password for our access.

thanks

[follamor]

ok
done

Regards,

[John - Tracker Supp]

Thanks - Ivan will login shortly

[John - Tracker Supp]

Ivan attempted to Login but received a message that the system was 'blocked' please check and resend your login credentials when ready - thanks.

[follamor]

Ivan is still working on the machine?
don't notice any activity since a couple of minute by now.

Regards,

[John - Tracker Supp]

No - he could NOT gain access - he was blocked ....

Please check the permissions and advise - We also need the name of the account for Windows itself - and login and password for Windows please .

We can login via TeamViewer - but cannot login to Windows ....

[follamor]

Hi All,
Last time Ivan works via Teamviewer on the problem and noticed that there is a problem that need further investigation.
He also want the machine to be avalaible for today for more testing.
Is there a projection ? Can we hold 6 pm (UTC+1) for the Teamviewer session?

Thanks and regards

[Stefan - PDF-XChange]

Hello follamor,

I will ask Ivan when he comes to work today if the time is convenient - and we will update this topic as appropriate.

Best,
Stefan

[Stefan - PDF-XChange]

Hi follamor,

I just spoke with Ivan, and he told me that he has not yet found why this may occur and needs some more time to investigate before a new TeamViewer session is needed.

Best,
Stefan

[follamor]

ok Stefan,

Thanks & Regards,

[Stefan - PDF-XChange]