Back to Square 1-Registration info is lost in Viewer Plugin.

[Cadillakin]

As before, my update has turned into a downgrade... My Xchange Pro4 install has AGAIN downgraded my Firefox and IE PLUGINs to the free version. And as before, there is no registration category in menu-options so that I can input any reg info...

I deleted the plugins, reinstalled, uninstalled and reinstalled Pro.. Tried an install of the viewer by itself.. Didn't work.

[Vasyl - PDF-XChange]

I have reproduced your issue and it will be fixed in the next build (on the next week).
Please accept our apologies for the inconvenience caused by the wait for fixed version..

[John - Tracker Supp]

Hi Cadillakin,
just to progress this in general terms in relation to QA for future releases etc, firstly in our defence we are always keen to get the promised features and resolutions out to clients as soon as is humanly possible and there is always a fair bit of pressure being applied by those who are waiting ..

We have been guilty I think it's fair to say (with the best of intentions) of not getting the balance between responding to the need to get new builds delivered and ready - and ensuring that everything is as reliable as it should be, 100% right.

We are therefore going to take a little longer to test across as broad a range of install environments and systems as possible and if that means we are a little slower in making releases - then so be it - that's just the way it will have to be.

I am sure no matter what we do - there will also be area's we can improve on and there will be things that we just miss because it's impossible to recreate every conceivable installation and situation - and we do still have to be aware that there are just some things that will not come to the fore until the product is out in the 'wild' and being very widely used.

So to just bring all that together ... We are working on improving our quality assurance and testing and we hope to make significant improvements in this area in the coming build(s)

Thanks as always, for your patience and support.

[Cadillakin]

Hi John...

I appreciate your response and understand what you said. I AM losing patience with the project though. Installation and licensing issues are paramount in developing software successfully. Nothing should come before your user being able to install the software successfully and take advantage of the pro licensing that he/she paid for.

I've literally spent a dozen hours or more installing and uninstalling 3 versions of the software - trying to get all modules properly installed and getting the upgraded licensing functioning. It's discouraging to pay for software and not be able to fully install it.. and/or not be able to take advantage of the features bought and paid for. This is the second time this has occurred in the few months I have owned the license. I've gone without Pro features - though I've paid for them - for many weeks.. or, as in the present time, I've downgraded to previous versions so as to use the Pro features successfully.

Nevertheless, I'm still and admirer of the software. I think the viewer is elegant and I have faith that the developers will soon realize that responding too readily to client requests for changes will sometimes effect overall stability. Fix or change one thing, break another. That's not the path to a happy ending...

Get the installation routines right! If you haven't got that right.. you need to stop working on everything else until you do have it right. Nobody wants to buy or depend on a car that doesn't start. Right? Software that can't recognize it's own license is like owning a car that only goes 10 mph.. It's crippled. The thing that saves you guys is your always willing and respectful customer service... But your team seems to be going forward too fast, and leaving issues behind that haven't truly been dealt with.. You might take a lesson from Tzuk, developer of Sandboxie.. When somebody asks for a change, he often responds kindly that he sees the request as having limited value to the entirety of his user base. Or, he might respond; that he will test and look into that request. Never does he say, "I'll do that" unless it is a problem that is integral to the proper functioning of his software. He fixes errors right away, but features require some thought to incorporate..

A suggestion;

I think the developers need to work on a routine to clean prior installations and leftover registry entries. Maybe that's easier said than done...In light of the fact that the project modules have seemingly been developed separately, I think the user should be able to install this software as if it is being installed for the first time. The fact that you guys are commonly asking what version and what install file was used in the setup... to facilitate your troubleshooting seems to necessitate something like that... A cleanup routine available on the website might be very helpful to those of us who have had different versions and different serial numbers.. so that they don't interfere with current installations and usage.. In my troubleshooting, I have noticed 100's of registry entries attributable to your software. That's too many. I'd love to see a configuration file, (ini) where I could see what's going on..

Anyway John, thanks for caring enough to write and give your thoughts.. I know you take the problems seriously. That means alot to those of us who support the software... I'm still a fan and a supporter.

[Arnold]

I noticed this also. There have been a few things that I was told would be fixed and were not. After I first bought the program it got a little frustrating. But the potential and features are great. At some point when the bugs are all ironed out, I believe it will really be a pleasure to use. I use it every day as it is. I will continue to post the problems I see, and I appreciate how responsive support tries to be.

[John - Tracker Supp]

Hi Cadillakin and Arnold,

Thanks both of you for taking the time to post and explain your thoughts and helpful criticisms - I have noted every word and sentiment and would not disagree with anything you have said.

I think it is time to pause a little and reflect and also do some tidying up - I am discussing now with Ivan (who is the project leader and development director of our team) the best path forward from here and it is my preference that the next full release concentrates on going through the full history of issues and problems and ensuring that all are corrected and thoroughly tested and only then releasing build 168/42.5 of the Viewer - for the most part the drivers and PDF-Tools are stable products and I am unaware of any major issues that exist that require attention there - other than minor blibs that come to our attention from time to time.

Whether its possible (or to be honest desirable, in terms of resource commitment) to put together an app to clean up previous installs we will have to discuss a little more before committing too.

I just wanted to reply to let you know we are taking this matter very seriously and you are being listened to - we do genuinely appreciate all helpful input, even when it is telling us we are getting it wrong - we dont have to agree, but we do always have to listen

I am also going to start a thread asking for users to report any issues they have found and reported and perhaps we have missed, forgotten and believed we had fixed - but had not not - please feel free to post any such issues or reports there.

https://forum.pdf-xchange.com/ ... =35&t=6785

Many thanks