Knowledgebase

Symptoms

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

Solution

Our support team will ask you to create a process dump/crash dump in order to assist in resolving the issue. This article details how to create “process dumps” (which can also be called “memory dumps”). If you have been asked to create a “crash dump”, then please see the KB here for instructions on how to proceed.

Note that these files can be very large, and they may not fit into an email. In those cases, you can send a download link via a personal sever (such as Dropbox) or the support team can create a secure file drop location for you.

Creating the Process Dump

The dump must be created while the program is open and your issue is present - otherwise the necessary data will not be present in the output file.

1. Press CTRL+Shift+Esc to open the task manager:

2. Click the More details button in the bottom corner. This will expand the information that is detailed in the Task Manager window.

3. Right-click the relevant PDF-XChange process and click Create dump file:

4. Once the dump file has been created, copy its location from the dialog box:

5. Send the crash dump to the PDF-XChange support team.

If you encounter any issues or otherwise need assistance then please email support@pdf-xchange.com and the support team will assist you in resolving the problem.