PDF-XChange Viewer 2.0.0047.0 crashes even w/o an open file

[GDMan]

I've been using PDF-XChange frequently since discovering it last fall. The fast and simple typewriter function is my biggest draw but has a reproducible crash for which I found a workaround. However, it is now crashing every time on the first click, regardless of whether or not a PDF file is actually open, which brings me here. I'll post both of these below.

I've upgraded to the newest version (2.0.0047.0 portable, completely deleted old files) but the crash continues. My system is Dell Workcenter with Windows XP SP3, Intel Core2 Duo, 1gb RAM. Any help will be appreciated!

Crash 1: Using the Typewriter tool
1. Add a comment via the typewriter tool. This works fine.
2. Click to add a second comment somewhere else. This works fine.
3. Type the second comment, the program crashes when the second character is typed.

My workaround goes like this:
1. Add a comment via the typewriter tool. This works fine.
2. Click to add a second comment somewhere else. This works fine.
3. Don't type but click back onto the first comment typed.
4. Repeat step 2.
5. Type the second comment. Works fine now.
6. Repeat above process for additional comments.

Crash 2: Program crashes on first click
I have not discovered a workaround for this.
1. Open the program directly or via drag-and-drop a PDF.
2. Program opens and displays splash screen ("Doubleclick anywhere...") or the first page of the PDF.
3. Click anywhere -- toolbar, on the doc itself, etc -- and the program crashes.

Here is the crash log provided by Windows (FYI: the forum does not allow uploading a TXT file...). I can't copy/paste the whole thing so if you need a specific part I can screenshot it for you.

Code: Select all

<?xml version="1.0" encoding="UTF-16"?>
<DATABASE>
<EXE NAME="PDFXCview.exe" FILTER="GRABMI_FILTER_PRIVACY">
    <MATCHING_FILE NAME="PDFXCview.exe" SIZE="9662744" CHECKSUM="0x480762B6" BIN_FILE_VERSION="2.0.47.0" BIN_PRODUCT_VERSION="2.0.0.0" PRODUCT_VERSION="2.0" FILE_DESCRIPTION="PDF-XChange Viewer" COMPANY_NAME="Tracker Software Products Ltd." PRODUCT_NAME="PDF-XChange Viewer" FILE_VERSION="2.0.0047.0000" ORIGINAL_FILENAME="PDFXCview.exe" INTERNAL_NAME="PDF-XChange Viewer" LEGAL_COPYRIGHT="Copyright (C) 2001-2009 by Tracker Software Products Ltd." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x40004" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0x93C675" LINKER_VERSION="0x0" UPTO_BIN_FILE_VERSION="2.0.47.0" UPTO_BIN_PRODUCT_VERSION="2.0.0.0" LINK_DATE="02/17/2010 16:30:55" UPTO_LINK_DATE="02/17/2010 16:30:55" VER_LANGUAGE="English (United States) [0x409]" />
</EXE>
<EXE NAME="kernel32.dll" FILTER="GRABMI_FILTER_THISFILEONLY">
    <MATCHING_FILE NAME="kernel32.dll" SIZE="989696" CHECKSUM="0x2D998938" BIN_FILE_VERSION="5.1.2600.5781" BIN_PRODUCT_VERSION="5.1.2600.5781" PRODUCT_VERSION="5.1.2600.5781" FILE_DESCRIPTION="Windows NT BASE API Client DLL" COMPANY_NAME="Microsoft Corporation" PRODUCT_NAME="Microsoft® Windows® Operating System" FILE_VERSION="5.1.2600.5781 (xpsp_sp3_gdr.090321-1317)" ORIGINAL_FILENAME="kernel32" INTERNAL_NAME="kernel32" LEGAL_COPYRIGHT="© Microsoft Corporation. All rights reserved." VERFILEDATEHI="0x0" VERFILEDATELO="0x0" VERFILEOS="0x40004" VERFILETYPE="0x2" MODULE_TYPE="WIN32" PE_CHECKSUM="0xFE572" LINKER_VERSION="0x50001" UPTO_BIN_FILE_VERSION="5.1.2600.5781" UPTO_BIN_PRODUCT_VERSION="5.1.2600.5781" LINK_DATE="03/21/2009 14:06:58" UPTO_LINK_DATE="03/21/2009 14:06:58" VER_LANGUAGE="English (United States) [0x409]" />
</EXE>
</DATABASE>

[John - Tracker Supp]

Hi,

Very odd - we have tried both methods you describe here on several machines and none can be reproduced and to be honest the issues you describe would appear to be so generic and the functions commonly used - that we would have seen reported literally 100's or 1000's of times a day were it so generic - so it would appear to be very specific to some conflict on your local system ...

Could you please use the option within the Viewer Help -> Report A problem to send us your system info and the crash log (zipped) and we will investigate - however I would first suggest a complete uninstall, restart - delete any remaining folders and then fresh Download/Install from the link below - to ensure it cannot be easily resolved by so doing first.

www.tracker-software.com/PDFXVwer.zip

many thanks.

[Vasyl - PDF-XChange]

Hi GDMan,

In the new build(upcoming today) please use the "Help->Report a Problem" feature and check the option "Include list of all loaded modules...". We will investigate this list of loaded modules, may be your system has some spyware/viruses which can inject into another program at run-time,if so this should allow us to track down such an issue and advise ...

Thanks.

[GDMan]

Hi John and Vasyl. Thanks for the responses.

Unfortunately I cannot reach the Report a Problem option before the program crashes. I've attached the Microsoft error reporting log, the Dr. Watson log, and a screenshot showing that the program crashes when I click on Help.

Now here's another wrinkle. The issues i've brought up are occurring on PCs at work. These are all portable installs as the individual users do not have admin rights for a full install. A few people use the program to add a missing bit of text here or there on the documents we process on a day to day basis (a missing name needed for a signature, for example). Some people have this problem while others do not.

I spent some time on the computer of one particular person who has these problems. I deleted the directory where we put the portable files then downloaded and installed the full version you provided using an admin account (used 2.0.0047.0 as the new version Vasyl metioned was not published yet). The crashing continues. HOWEVER, if I log into this computer as myself I can run the program absolutely fine without either of the problems i've discussed. I log out then back in as the user and it crashes again. This makes absolutely no sense to me and does not explain why the program crashes in the same manner on a few other systems. My account has all the same rights and privileges as everyone else and is subject to the same group policies so I would expect to have the same problem as other users on the same machine but I do not.

I can use the Report a Problem option while logged in as myself but as the error does not occur I am not sure if this would be helpful. I'll gladly do so if you want it. Thanks again for your help!

[Ivan - Tracker Software]

Hi,

A new version of the viewer is now available for download from our site. Please download and try it. If the problem still exists, it would be very, very helpful if you would send me a Dr. Watson log (if you can catch the minidump, it would be great) for this version too.

Thanks

[GDMan]

My apologies but I was not able to install the newest version today. I will install it tomorrow.

I do however have the crash dump from 2.0.0047.0 and have attached it to this post. I figured I would post this now in case you wanted to take a look. If the new version crashes again tomorrow I will post a dump from that as well.

[Vasyl - PDF-XChange]

Hi, GDMan.

Thanks for your dump file. We investigating it...
Please check the following:
1. if you can, please disable temporarily a utility which I see is installed on your system, it is called as CTHAGENT in your system, I see it as:
C:\PROGRAM FILES\CTH TECHNOLOGIES\CTHAGENT (from your dump file).
2. after doing this please check our program again.

Please let me know the test results.

Thanks.

[GDMan]

Hi Vasyl.

PDF-XChange 47 works perfectly with the CTHAgent.exe program off. So that question has been answered. However, CTHAgent is part of my company's information security system and policies prevent me from turning it off permanently. CTHAgent monitors all activity and data transfers on systems throughout my company. You can find more information on this system at cthtech.com.

To my knowledge PDF-XChange is the first program of hundreds that has presented problems with the CTHAgent resident program. What more can I do to help diagnose the cause of this incompatibility? We would love to continue to use PDF-XChange but given a choice between PDF-XChange and CTHAgent then PDF-XChange will lose.

I was not able to install 48 today as the person whose computer I had been troubleshooting was out today.

Thanks again!

[Vasyl - PDF-XChange]

Hi, GDMan.

Please have a look at the private message I sent you.

Thanks.

[GDMan]

Hi everyone and thanks for your help and patience.

We contacted CTH Technologies whose program we determined was involved with the PDF-XChange crashes. Their developers have supplied us with updated software that eliminates the crashes. Unfortunately they did not describe the nature of the fix nor why PDF-XChange specifically experienced problems.

While this fixes my issue it is a somewhat unsatisfactory outcome. Clearly there was some incompatibility and because PDF-XChange seemed to be unique in invoking this problem it seems like something that should be identified to help prevent future problems. If you have any ideas what else I can do to help, should you want to pursue this further, please do let me know.

[Stefan - PDF-XChange]

Hello GDMan,

There are such applications that are monitoring the operations on a given system and as such can interfere in the work of other programs.
The CTH Agent seems to be one of these, and as such applications sometime use heuristic algorithms to detect possible threats in most cases it's only a specific program gets affected - in your case it was our Viewer.

Now that you have informed the developers and they have updated their software you should not encounter the problem any more.

We thank you for your offer to provide us with additional information but now that the CTH Agent is not "messing around" our Viewer should perform as expected, so there is probably no need for further investigation.

Once again thank you for reporting this problem and taking an active role in resolving it!
Kind Regards,
Stefan