Knowledgebase

Symptoms

You have an issue with the software and the PDF-XChange support staff have asked you to provide a process monitor log.

Cause

Process monitor logs assist us in understanding and resolving user issues. We may request them in cases where we can't resolve issues using the normal procedures.

Resolution

You will need to use the Microsoft Process Monitor tool in order to capture what's happening when you use the PDF-XChange products. You can download the Process Monitor tool here.

Once you have downloaded the tool, you can use it to capture what's happening when you use our software and then send us the log files, as detailed below.

Using Process Monitor and Sending Log Files to PDF-XChange

1. Ensure all PDF-XChange software is closed (or reach the exact “starting state” specified by the PDF-XChange Support or Development team).

2. Open Process Monitor. Note that it will start recording automatically. Click the Capture button to stop the recording:

3. Click the Clear button to clear the current data:

4. Click the Capture button in Process Monitor to start capturing data:

5. Start the PDF-XChange software as normal, then reproduce the issue we have asked you to record. 

6. When the process is complete, click the Capture button again to stop the recording:

For example, if the issue is a slow start, then you can stop the recording as soon as PDF-XChange Editor is running and responsive to interaction.

7. Click File, then click Save in the context menu to capture the file:

8. Send the file to PDF-XChange as an email attachment.

If the file is too large for an email attachment then please let us know - we will provide a link to our user uploads server that you can use to upload the file.