PDF Xchange Editor viewing white Pages when opening PDFs

[ChrisSchn]

Hello,

we have the case the some users are seeing white pages when they open a PDF. It is not a special PDF and it also happens with diffrent PDF files. A PDF file one user has a problems viewing works fine for another user.

PDF Exchnage Editor 10.0.1.371
Windows Version 10 22H2
Virtual dektp environment hosted on ESXi 6.7

Kind regards
Christoph Schneider

[Stefan - PDF-XChange]

Hello ChrisSchn,

I presume that each user has their own limit on the available resources allocated to them from the total pool for the server? Could the affected user have e.g. exceeded their allocated ram or storage space? We need some space on the disk drive when rendering the pages - so if it is almost full there might not be enough space for us to store the rendered result.

Kind regards,
Stefan

[ChrisSchn]

Hello Stefan,

thanks for you answer and sorry for my late answer. The users have multiple GB diskspace free and also some RAM. The machines are configured with 12 GB RAM and 6 to 8 GB are normaly free.

Kind regards
Christoph Schneider

[Paul - PDF-XChange]

Hi, ChrisSchn

thanks for confirming that. So it is not file specific because you say other users can see these same files rendered. Are they on the same host?

Is the issue reliably reproducible or is it intermittent? I assume the Editor is not "hung" loading the document and that it is generally responsive to interaction with the tools etc or does the Editor become unusable?

Kind regards,
Paul - Tracker Supp

[ChrisSchn]

Hallo Paul,

thank you for your answer and sorry again for the delay on my site.

Moving the machines to different hosts did not solve the problem.

The error is reproducible. You are correct, the editor itself is not hung or stuck you can scroll through the document but some pages stay white. My college told me that he had a case where closing the document and opening it resulted in other pages being white then when first started, but I was not able to reproduce this.

Kind regards
Christoph Schneider

[Daniel - PDF-XChange]

Hello, ChrisSchn

If this is happening with all files, and the only effect is randomly blank pages, this could commonly indicate that there was an error with the installation process.
Please try the following to resolve this.

1. Uninstall everything published by either "Tracker-Software products" or "PDF-Xchange Co." from your PC.
2. Restart the Device.
3. Head to our official website, and download the latest installer for your product there (never use a third party website to download our software. All of our resellers and other partners are explicitly requested to direct download traffic to our website, to ensure everyone is getting the correct versions of the software) https://www.pdf-xchange.com/product/downloads
4. run that installer, inputting your license key when prompted, and then immediately restart the PC once again.
5. Try opening your documents now, and confirm if the blank space issue is resolved.

Kind regards,

[ChrisSchn]

Hello Daniel,

a clean new installation of the PDF Editor solved the Problem. Thank you all for you help.

Kind regards
Christoph Schneider

[Daniel - PDF-XChange]