Support Ticket Response

[Darrin DeFouw]

I sent an email to support on 10/27 and then again (same issue) on 11/16 & 11/17.

I have not received any response so I was wondering how long it usually takes to get a ticket number or some other notification that my issue is being looked at.

All spam mailboxes have been checked.

HawkSoft, Inc.
Canby, Oregon

[Stefan - PDF-XChange]

Hello Darrin,

Welcome to our forums. We aim to reply back in a few hours, not a few days, and usually we do that even faster, so can you please check which e-mail you tried to send your questions to and post it here in the forums?

Regards,
Stefan

[Darrin DeFouw]

Support email was sent to: support@pdf-xchange.com

[Stefan - PDF-XChange]

Hi Darrin DeFouw,

Please try once again, and let us know in this forum topic as soon as you send it. We do normally reply all e-mails, so most likely we never received yours (or our replies were placed in the Spam folder at your end when they arrived).

Regards,
Stefan

[Darrin DeFouw]

I just sent it again.

There are a couple of attachments (zip files) so hopefully those aren't causing an issue.

Thank you,

Darrin

[Stefan - PDF-XChange]

Hello Darrin,

Still nothing in the inbox.
Is the whole e-mail (with the attachments) larger than 50MB?

Regards,
Stefan

[Darrin DeFouw]

The entire email is 4 MB.

Would it be helpful to post everything in here?

[Stefan - PDF-XChange]

Hello Darrin,

Yes - if the files do not contain sensitive data - you can post them here.
Make sure to zip/rar/7z the files before uploading them and all should be good.

Regards,
Stefan

[Darrin DeFouw]

Copy of my email text:

Hello,

We currently integrate our software with pdf exchange pro and have come across an issue with the updated dll files. Specifically we are getting a variance of line thickness when printing to a pdf.

The problem does not happen from other PDF viewers.
The problem does not happen with the using the PDF Xchange component from 9/8/2011. The problem does exist in the current version of the component.


First you need to install the Ricoh Lan Fax driver.
Install Ricoh – LAN FAX driver for Ricoh Aficio MP C2551
from Ricoh’s website http://support.ricoh.com/bb/html/dr_ut_ ... pc21en.htm. The steps below are using Windows 8.1. Other operating systems should be similar.
1. Install the Ricoh Lan Fax driver from the above URL
2. From the Windows Control Panel, go to Devices and Printers
3. Select “Add a printer”
4. Click The printer that I want isn’t listed
5. Select “Add a local printer or network printer with manual settings”, then click “Next”
6. Select Use an existing port.
7. We want to choose a port that allows printing when the printer isn’t actually connected. Choose a port like “FILE” or “nul:” and then click “Next”
8. Click “Have Disk...” and browse to the folder where you unzipped the drivers, and then into the folder DISK1 until you see the file labeled “printer.inf”. Click “Open” and then “OK’
9. Select “LAN-Fax M8” and then click “Next”
10. Complete the installation following the prompts.
To Recreate Issue Using PDF-XChange Viewer
1. Make sure the latest PDF-XChange Viewer is installed. The same issue also happens with the Editor.
2. Open the attached PDF file 00000012-04-21.PDF in PDF-XChange Viewer
a. Right-click on the PDF file.
b. Select “Open with > PDF-XChange Viewer”
3. Print the file from PDF-XChange Viewer
a. From the menu select “File > Print”
b. Select “LAN-Fax M8” from the printer list.
c. Use the default options, and click “Print”
d. Depending on the port you selected when installing the driver, you may be prompted for a file name. The file isn’t needed and doesn’t matter. Enter anything for the name.
4. You should now see the LAN-Fax dialog
a. Go to the Send Options tab and make sure the preview option is selected
b. Click the “Print” button.

The “Preview” window will pop up (screenshot of that is posted here). Notice the thick lines. These think lines will be seen in the print and FAX.

Repeating these same steps using the dlls from prior versions do not show this issue. This only occurred after we updated to use the newer dlls.

Thank you,

Darrin DeFouw
HawkSoft, Inc.

Note: I had originally attached a self extracting zip file containing the Ricoh Lan Fax driver but it was too big to post in this forum. Therefore, you will need to install the drivers from the Ricoh webpage, linked in this post.

Attachments:

1. Test file that we are printing
2. Screenshot of Print Preview dialog
3. Screenshot of Tracker Soft support renewal confirmation

[Patrick-Tracker Supp]

Hello,

I am trying to test this here, unfortunately Win-7 is causing issues. I will test on my Win-10 machine as I suspect the drivers will install correctly. Please note, I deleted your order confirmation attachment because that contained all your licensing information! Luckily, I am able to see how many times a file has been downloaded, and your order confirmation was not downloaded yet.

Please send that file to support@pdf-xchange.com with a link back to this thread.

Thank you!

[Darrin DeFouw]

Per your request, I emailed support confirmation to support@pdf-xchange.com with a link back to this thread.

[Will - Tracker Supp]

Hi Darrin,

I've not seen anything come through yet. Can you advise on the email address that was used, as well as the line of the email?

Thanks,

[Darrin DeFouw]

OK...I just sent it again...to: support@pdf-xchange.com

I think maybe the reason none of my emails are getting through is because I attached .zip files.

This time I just sent it as a pdf so hopefully you guys will get it.

If you don't, can't you just check your records to see that HawkSoft, Inc. in Canby, Oregon is a paying customer of yours?

Also, Patrick downloaded the file from this forum thread yesterday, so he has a copy of it.

Thank you,

Darrin DeFouw
HawkSoft Development Team

[Patrick-Tracker Supp]

Hello Darrin DeFouw,

Thank you for sending that again. My apologies for not confirming receipt of that email. The reason Stefan could not find your email is because I had moved it to my folder as am planning on testing this issue today (in the next 15 minutes).

I will post back here with my results shortly.

Cheers!

[Patrick-Tracker Supp]

Hello,

I have reproduced the issue on my personal laptop (win-10). I have created an internal development ticket Please reference RT#3313: Richo FAX driver issue (reproduced)

As a workaround for now, please select the "Print as image" option in the print dialog.

Thank you for your patience and report.

Cheers!

[Darrin DeFouw]

Thank you so much!

Regarding the work-around, which dialog has the "Print As Image" option? I am not finding that anywhere.

*Edit*
Nevermind...I found it!

Thank you, again!

[Patrick-Tracker Supp]

[Darrin DeFouw]

Hello,

It has been a little over 6 months since the ticket to fix this issue was created. Can I please get a status update?

Thank you,

Darrin DeFouw,
HawkSoft, Inc.

[Will - Tracker Supp]

Hi Darrin,

As per my email, I've requested an update for the ticket and will let you know when I hear back.

Thanks,