PDF XCHANGE CRASHES

[nana]

PDF Xchange is crashing continuously whenever I try to print and only can close from the task manager also and throwing errors in the event log. I have attached a log file that has the errors from my computer's event viewer.

[Paul - PDF-XChange]

Hi, nana

thanks for the report. I am sorry to hear you are having this issue.
If the Editor needs to be closed from the Task Manager it represents a hang not a crash, so we would need a process dump as detailed here: https://www.pdf-xchange.com/knowledgeba ... estigation

It will be large and should be kept private so I have created a secure file drop for you here: https://files.tracker-software.support/ ... W5oRxiGqzj

Please let us know as soon as the dump is uploaded and we will investigate.

[nana]

Hi Paul,

i just uploaded the DUMP file, please have a look and let me know how best to tackle this. Your effort is greatly appreciated.

[Daniel - PDF-XChange]

Hello, nana

Thank you very much for those, I have just passed them along to the Dev team for review, and we will get back to you as soon as they have completed their investigation.

Kind regards,

[Daniel - PDF-XChange]

Hello nana,

After some digging, we found that this is likely to be a situation where your printer requires an older tech called "print isolation" in order to function properly. Most modern printers have not used this for quite a few years now, and so we made the decision to change the default, since leaving print isolation enabled was causing similar issues for those with newer devices/drivers.

Before anything else, Ensuring that your printer device drivers are fully up to date could help the printer to communicate with us properly without the steps below, as the manufacturer may have found a way to mitigate this issue on their end.
If the printers drivers are fully updated, and the issue persists, please follow the steps below.

1. Ensure that no printers are in active use on your device, check the system tray and close/exit any printer related "Driver utilities" that may be running (alternatively, you can restart the system and ensure you do not initiate any printing afterwards).
2. Open the start menu and search for "CMD" then, right click on the Command prompt and choose "run as administrator"
3. In the CMD window, paste the following and push Enter to run it:

Code: Select all

Rundll32.exe fthsvc.dll,FthSysprepSpecialize

4. Once that is complete (It should only take a few seconds, but windows may prompt to allow changes) RESTART your Computer.
5. Finally, try printing once again, hopefully this should have resolved the issue for you.

Kind regards,