Knowledgebase

Symptoms

I have a repetitive “hang” and support at PDF-XChange has asked me to send them a memory/process dump file.

Solution

These Dump files can be very large, and may not fit into an email, you can send a download link if you have a personal sever (such as dropbox), or the support team will create a secure file drop location for you.

Our Support Team will either have asked you to Create a Process dump or a Crash dump depending on your exact issue. This article is specific to “Process Dumps” sometimes referred to as “Memory Dumps”.  If you have been asked to create a “Crash Dump” please see this KB: https://www.pdf-xchange.com/knowledgebase/459-How-do-I-create-a-crash-dump-file-and-send-it-to-PDF-XChange-for-investigation

Process Dump

This dump MUST be created while the program is open, AND your issue is present, otherwise there will likely be no data in the created file to identify your issue.

1. Create the dump using the Task manager

Begin by opening the task manager with CTRL+Shift+Esc. Then click the More Details button in the bottom corner.

2. Create the dump file

By Right-Clicking on the process, and then clicking on Create Dump.
(note that the screenshot below is an example for those with printer issues, locate the application that you are having troubles with, such as PDF-XChange Editor or PDF-Tools)

3. Locate the Dump File

Give the program a minute to create the dump file, then copy the location from the dialog

4. Send the Crash dump to support. (if the file is too large to send by email, please see below)

If we provided you with a link to Upload the files to, please do so now and then send an email to support@pdf-xchange.com letting us know it is present (if not, please email us to receive one such upload link).

If you have been asked to create a “Crash” Dump please follow these instructions instead: https://www.pdf-xchange.com/knowledgebase/459-How-do-I-create-a-crash-dump-file-and-send-it-to-PDF-XChange-for-investigation