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How can I clear the print jobs queue and restart PDF-eXPLODE as it appears frozen?

ISSUE:

Our PDF-eXPLODE program seems to be stuck or frozen. If we try to open the program from the desktop shortcut, screen shown below opens with all outstanding jobs and after a very brief wait, the window closes and we are getting nowhere. We tried restarting PDF-eXPLODE several times with the same result. The print files are still appearing in the queue, but no processing activity and we can't seem to delete the jobs. 

 

 

Our IT team has tried their hand at it but we’re unable to find a solution.  Do you feel we should uninstall and reinstall PDF-eXPLODE?  Can you provide some guidance?

 

ANSWER:  

If you are about to uninstall and reinstall PDF-eXPLODE application, that should be your last option to consider. First try the suggestions below.

When you open the PDF-eXPLODE application and it displays the Process (aka Print) Queue (albeit, very briefly), look at the Status  column and see if it says Printing or Waiting.

If it says 'Printing' and it displays very briefly and closes such that it neither recommences processing nor allows you to access the Options configuration screen, then we suggest you go to  [installed folder]\INIS\%User ID%  (this will be different in Version 3 Desktop where the INI is under the  C:\Users\%UserID%\AppData\Roaming  folder). Open PDFeXPLODE.INI and search for ' PrinterStop=0'  and change this to ' PrinterStop=1'.   Click Save .   Now w hen you reopen the PDF-eXPLODE process queue window (from the desktop shortcut), the Status should say  'Waiting'.  You can now selectively delete any of the jobs you want out of the queue by highlighting it and pressing DEL (delete) button.  Sometimes deleting the first job in the queue which previously said Printing may clear the problem and you can then un-suspend the Printer to resume printing from the Printer menu of the print queue by unchecking the SUSPEND PRINTER menu item.

However, if the issue  still persists with shutting down the window each time you start the desktop shortcut, then you need to proceed to the instructions below.

  Do the following  

  1. Go to the PDF-eXPLODE Print Queue on your hard drive: C:\PDF-EXPLODE\TEMP\%USER ID%
  2. You should see one or more ~PD999.TMP (note ‘999’ would be some alpha-numeric other than 999) files.
  3. Move these files out of this folder to any backup folder for now. Repeat the same across all User sub-folders if more than one exists. 
    • put them into a backup sub-folder of that directory (as they will need to be restored to rerun)
    • if the TMP files are older than today’s date then they should be removed permanently (either DELETE or move to BACKUP sub-folder) unless you specifically need to run them
  4. Open Task Manager and find the open session of PDF-eXPLODE.exe*32 under Details tab if using Win 10 or 8 otherwise under Processes tab in Win 7 – Press End Task to close the program. 
  5. Now PDF-eXPLODE should be able to open but it will show no files in the queue. Open the PDF-eXPLODE Options screen and take note of the User name shown in the caption bar when you open the screen. (See the caption bar of the image in step 9)
  6. Navigate through each tree menu and screen to ensure the configuration is correct. If this configuration does not show any email configuration or email message content, then it is likely that normal processing occurs from another User. You can check the latest dated PDFeXPLODE.log lines to see which INI file is used for processing. The Log line is like: "01/13/2016 12:55:21 PM: PDF-eXPLODE INI file path: D:\PDF-eXPLODE\INIs\John\PDFeXplode.ini"
  7. Now restore your *.TMP files from each User backup folder, but this time you will restore it to the User sub-folder queue   determined in step #6  and then open PDF-eXPLODE from the desktop link –it should show (as previously) with all of the jobs in the queue. However on this occasion, the "freeze" has ended , and processing should commence.
  8. If files show a status of “Waiting” then PDF-eXPLODE printer is on suspend and you need to click PRINTER menu and un-suspend it, so it can commence processing the first report in the list. See the PDF-eXPLODE process queue window snapshot below
  9. Once each file is processed, it is cleared automatically from the queue. Once all files are processed, the window should be cleared. If you deleted the TMP file(s), then you will have to send the output again.
  10. So you are now all set to start afresh and send output from your report to the PDFeXPLODE printer. You click PRINT to send new output to PDF-eXPLODE and nothing arrives into this PDF-eXPLODE process window
  11. You now cannot seem to process any new output sent to the Windows PDF-eXPLODE print queue (see image below - this actual printer queue belongs to Windows and is distinctly different to PDFeXPLODE Process queue (image above).
  12. Check the status of the Printer in Devices and Printers . It may be on Pause  as shown in this snapshot:  

  13. Go to Devices and Printers  and double click the PDFeXPLODE printer icon to open the Windows PDFeXPLODE printer queue. Click on Printer menu and then on the Pause Printing option to uncheck it. Now you should be able to see any print requests pass through from the Windows printer queue (image step#11) to the PDFeXPLODE process queue (image step#9)

     

  Why does the Print queue hang?

There could be multiple reasons for this occurrence.

1. The Printer Preferences and Default settings are not correctly configured for Postscript Language level (Windows default of '3' is incorrect and should be '2'  ) and        True Type Download Option.   To access this screen right click on the PDFeXPLODE printer icon and select : PRINTER PROPERTIES-PDFeXPLODE / ADVANCED tab / Default Setting button / Advanced button.  You must configure the General tab screen / Preferences button/Advanced, the same way.

2.  PDFeXPLODE is multi-User and not Multi tasking program;  so if multiple users send report process requests almost at the same time to the PDFeXPLODE printer, it can sometimes cause a "lock" in memory and the program stops processing and is hung. Get users to space their sending of report process request by say 5 minutes apart. This is more an exception than a rule and the risk is low of this error occurring but can nevertheless.

3. Sometimes an unexplained glitch in RAM can occur as multiple apps compete for RAM resources. This is beyond the program's control and the way to clear /unfreeze PDFeXPLODE is to End Task in RAM using Task Manager and delete the pdf-explode.exe*32  under the processes tab

 

 

 

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