Editor Stopped Working

[jksyn]

Editor V3 was working well as of last week. This week when I went to use it, the program failed to properly start in Windows 7. No problem such as virus or malware on PC and the only thing that might have been cahnged in the last week was a regular update by MS to Windows 7. Has anyone else had this problem?

[John - Tracker Supp]

I cannot reproduce this issue here - can you please use the 'Help menu -Report a problem' option assuming you can start the editor to send this report to us as this provides more detailed system info for us to look into - with a link back to this topic for reference please.

Also is this just with some files - or all PDF's you try ?

[Paul - PDF-XChange]

Hi jksyn,

also - did you try an uninstall/restart/re-install cycle? It would be good to know if that corrects the issue.

hth

[jksyn]

Let this matter drop for a few days but when Tracker made a new Beta available for Editor (3.0.280), I decided to see it installing the new Beta resolved my problem. Unfortunately, I encountered the same problem. I am making my post here since I am unable to get Editor to start up, thus preventing my utilizing the help menu in Editor.

Over the last day, I have executed the install/uninstall/restart/reinstall procedure multiple times without any success in getting Editor to work. I obtain a "Successful" screen upon install and as far as I can detect, the program is installing correctly. I have attempted installs via Custom and Complete and going with the default C Drive install location as well as the location in the drive I set up specifically for apps.

Upon install, I click on the Editor Shortcut. The mouse cursor turns to an hourglass but after a few seconds, the cursor reverts back to a pointer without Editor opening up on the screen or showing up as a application in Task Manager.

I ran Process Explorer to see if I could find out if Editor was making any attempt to load and start. Running Process Explorer concurrently while clicking on the Editor Shortcut showed that Editor did attempt to start (appears on the Process Explorer Screen with a green highlight). However, after a few seconds the Editor entry on the Process Explorer screen gets a Red highlight and shortly thereafter disappears entirely, presumably having been terminated by Windows 7. A check on the code for highlighting in the Process Explorer menu indicates "Process Explorer uses difference highlighting to help you see what items change between refreshes. Items, including processes, DLLs, and handles, that exit or are closed show in red and new items show in green."

I then opened up the Event Viewer in Windows 7 to see if there was any error being logged. Each one of my start attempts were recorded as incurring an error which seems to be connected the Editor's dll > Faulting module name: PDFXEditCore.x64.dll, version: 3.0.280.0, time stamp: 0x5134e878. I have copied the entire error log below for your consideration:

Log Name: Application
Source: Application Error
Date: 3/14/2013 8:53:49 AM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: JKS
Description:
Faulting application name: PDFXEdit.exe, version: 3.0.280.0, time stamp: 0x5134e883
Faulting module name: PDFXEditCore.x64.dll, version: 3.0.280.0, time stamp: 0x5134e878
Exception code: 0xc0000005
Fault offset: 0x00000000005e3376
Faulting process id: 0x93c
Faulting application start time: 0x01ce20bb5a20b9ab
Faulting application path: F:\PDF Tools\PDF Editor\PDFXEdit.exe
Faulting module path: F:\PDF Tools\PDF Editor\PDFXEditCore.x64.dll
Report Id: 983f8699-8cae-11e2-a83c-001b21622335
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2013-03-14T13:53:49.000000000Z" />
<EventRecordID>63180</EventRecordID>
<Channel>Application</Channel>
<Computer>JKS</Computer>
<Security />
</System>
<EventData>
<Data>PDFXEdit.exe</Data>
<Data>3.0.280.0</Data>
<Data>5134e883</Data>
<Data>PDFXEditCore.x64.dll</Data>
<Data>3.0.280.0</Data>
<Data>5134e878</Data>
<Data>c0000005</Data>
<Data>00000000005e3376</Data>
<Data>93c</Data>
<Data>01ce20bb5a20b9ab</Data>
<Data>F:\PDF Tools\PDF Editor\PDFXEdit.exe</Data>
<Data>F:\PDF Tools\PDF Editor\PDFXEditCore.x64.dll</Data>
<Data>983f8699-8cae-11e2-a83c-001b21622335</Data>
</EventData>
</Event>

My OS (Windows 7 64) has been performing without any problems and I have experience any problems with my other apps (including PDF Viewer). Hopefully you can make a suggestion to correct this problem based on the event log entry short of reloading Windows. I am looking forward to the upcoming release of Editor - Gold version and am concerned that this situation will prevent my use of the new Editor.

Thanks in Advance

[Will - Tracker Supp]

Hi jksyn,

Thanks for that information, definitely helpful! I'll pass that on to the Dev. Team to look at and one of us will get back to you with the results!

Cheers,
Will

[Will - Tracker Supp]

Hi jksyn,

I've spoken to the Dev. Team about this and they feel that remote session would be needed to figure out what is happening here. Is this something that you would be okay with? If so, please see the KB below for information on how to give us remote access, then send your Team Viewer ID/Password, along with the signed and completed indemnity form to support@pdf-xchange.com
(**Note: Please do not post your TeamViewer ID and Password on here!)
Also, please copy/paste a link back to this forum topic in your email to us, along with what times work best for you.
https://www.pdf-xchange.com/knowledgebase/357

Cheers,
Will

[Ivan - Tracker Software]

Can you try to delete the file settings.dat from the Editor's installation folder and check if it helps to avoid the issue?

[jksyn]

You beat me to the punch! I was just getting on to the forum site to report that I had discovered over the weekend that deleting the setting.dat file in App Data\Roaming\Tracker Software\PDFXEditor\3.0 Folder cured the problem (although I have no idea how it became the problem). Over the weekend, I performed a weekly cleanup (CCleaner) after which I decided to try once more to launch Editor before taking advantage of the generous offer of Tracker to have a remote evaluation of what is going on with my system. Upon launching Editor, the hour glass cursor this time led into an Windows 7 error screen indicating that the windows had been unable to start the application and asking if I wanted to send to send the info (3 files) to MS for their evaluation. (I guessing the CCleaner cleaned out a tmp file which allowed Windows to think this was a first unsuccessful attempt to launch PDFX Editor. The three files were titled WERE697.tmp.WEREInternalMetadata.xml, WERFF09.tmp.mdmp & WEREFF09.Tmp.appcompat.txt. Two of the files I could open and read. Although they didn't lead me directly to the problem or resolution, they got me looking around further as to where Tracker had planted files. Finding a Tracker Folder in the Roaming subdirectory caught my attention when I noticed a empty Dictionary folder and also a Setting.dat file that had 0 size, but which more importantly had a 1/7/2013 date which is the date I initially installed the 3.0. 275 beta. Feeling I could do no further harm to a program that refused to load, I deleted the Setting.dat and was surprisingly rewarded with a quick launching and opening of Editor 3.0.280 when I clicked on my Editor desktop shortcut. I then went back to the AppData\Roaming subdirectory for PDFXEditor and found a new Setting.dat file dated 3/16/2013 - 6 KB.

I'll leave to the Tracker Development team to decide how an empty and calcitrant Setting.dat file gummed up the works on my PC. It may just have been something I did or should have done during installation. Regardless, many thanks to the Tracker Support members who contributed to my posting. The attention and assistance I received is not what I am used to and reflects well on the Tracker team!

Thanks
Jack

[Paul - PDF-XChange]

Hi jksyn,

thanks for the update and the kind words. That truly is awesome news and hopefully will be useful to others if this proves to be a further problem.

regards