Error when viewing and printing some pages SOLVED

[lisali]

Hello,

There is a persistent issue when viewing and printing certain documents with PDF-XChange viewer. These show up and print just fine in Adobe, Sumatra and others, but in PDF-XChange, some pages show big blocks of black where there should be shipping information in a shipping label.

I am trying to attach examples, but I get that neither JPG nor PNG are allowed?

Best wishes,
Lisa

[Stefan - PDF-XChange]

Hi Lisa,

Any image formats you try to attach should be archived first - and you can then attach the .zip/.rar/.7z archives.
As a solution please try the "print as images" option in our Viewer's print dialogue window.

Best,
Stefan

[lisali]

Hi there,

Thanks for the response. Please find attached the examples. Do let me know if you have any questions!

Many thanks

[Stefan - PDF-XChange]

Hi Lisa,

Thanks for the images.
So please do try the "Print as images" option in our Viewer and let us know if that helps!
(Also make sure to download and install the current latest build 2.5.207)

Best,
Stefan

[lisali]

Hi there,

Thanks for your response.

I have the latest version 2.5.207 and I have tried "print as images". I am still getting the same problem.

Thanks!

[Stefan - PDF-XChange]

Hi Lisa,

Can you please go to Edit -> Preferences -> Accessibility, and check if any of the options there have been enabled?

Best,
Stefan

[lisali]

Hi there,

No, none of the accessibility options are enabled.

Best wishes

[Paul - PDF-XChange]

Hi lisali

can you send us the PDF in question and we'll try to reproduce the issue here. If the file is sensitive you may prefer to email it to support@pdf-xchange.com as this forum is public.

regards

[lisali]

Hi there,

Thanks so much - I have sent an email to your support address.

Best wishes,
Lisa

[Paul - PDF-XChange]

Thanks lisali,

I have the file and I'm seeing the last page rendering almost solid black as per your screen shot so the issue is reproducible. I will need to consult one of my development team regards this. I should have something for you tomorrow.

hth

[lisali]

Hi - many thanks for the update. Just to let you know that this happens every time we arrange shipments with this courier for any of our clients, so it happens regularly.

Best wishes

[Paul - PDF-XChange]

Thanks Lisa,

are the problematic documents typically from the same source? If so i would expect that what ever we find in the example you supplied should be enough, if not we may need to see further samples. Lets see what we can do with what we have and take it from there.

regrds

[Paul - PDF-XChange]

Hi again Lisa,

one of the development team has look ed at this and the cause is somewhat perplexing at first glance, it appears that it should be working. I have raised a Support Request Ticket to track the progress of this: RT#1683: Error when viewing and printing some pages

You mentioned you have other files. It would help us to find the common denominator if we have more samples. If you can please also send them to support@pdf-xchange.com making sure to cross reference this thread.

regards

[lisali]

Hi there,

Thanks for your response.

The documents are all from the same source. If you would still require further samples, please let me know and I will email you some.

Best regards

[Paul - PDF-XChange]

Please do Lisa, it will help.

regards

[lisali]

Hello,

Many thanks for your response.

I have emailed you some more samples. I hope that helps!

Best,
Lisa

[Paul - PDF-XChange]

Thanks Lisa,

I have them and I'm sure they will help moving forward.

In the meanwhile we have determined what the problem is and it's not directly caused by our Viewer (the file has issues that are not PDF Standard compliant) however we accept that it 'works in Adobe' and as such have implemented a work around so it will work in the Viewer also.

This fix will be available in the next build (208) and V3 will also sport the work around. Your additional files are invaluable in making sure V3 is good with them all.

Hope that helps.

[lisali]

Thanks so much - great support and I love the product!
Lisa

[Paul - PDF-XChange]

My pleasure Lisa. Thanks for the kind words.

[lisali]

Hi there,

May I ask when the update with the fix will be out?

Thanks!

[Stefan - PDF-XChange]

Hi lisali,

V3 of the Viewer is planned for release on 27 Dec, so I assume there would be a new build of V2.5 of the Viewer around the same time if not earlier. For now I do not have a specific date for you though.

Best,
Stefan

[lisali]

Hi there,

Just wanted to check if this issue will be fixed? I have v2.5 and it's still not fixed. I can not see where I can download the beta and try that.

Best wishes

[Paul - PDF-XChange]

Hi lisali,

I just checked the ticket and there it appears that this may not have made it into the recently released build (208) Can you update to 208 and test at your end for me please?

PDF-XChange Viewer --> Help --> Check for Updates.

The V3 Beta can be downloaded from here: https://www.pdf-xchange.com/company/new ... s/view/120 - please test that as well and let us know how it all goes.

hth

[lisali]

Hi there,

Thanks for the response. I have updated to 208 and the issue is still there.

When installing V3 beta, Comodo Internet Security reports is as a trojan/malicious item. Once installed, it works fine in V3, no problems with the last page or black boxes there. Although, I could not drag the document into the application - had to open it manually.

Many thanks

[Stefan - PDF-XChange]

Hi lisali,

Yes drag and drop opening of PDF files is not yet turned on in the V3 Release Candidate, but glad to hear that otherwise your files are displaying properly in it.

We are hard at work to finalize the new PDF Editor, and drag and drop (and printing) will be available in the Gold release expected in March.

Best,
Stefan