Derek Robinson Posted May 17, 2022 Report Share Posted May 17, 2022 Just get checkered backgrounds and can see 1 thumbnail. Restarting the app solves Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted May 17, 2022 Official Nitronaut Report Share Posted May 17, 2022 Hello @Derek Robinson, Thank you for reaching out to us through our Community Forums! In order for me to further assist you, could you please provide me with the following?: -Is this a new issue or has it occurred since after installing PDFpen Pro 13? Any changes you are aware of before this happened (e.g. Mac Updates)? -Is this not rendering issue just happening with a single PDF? If yes, how was this file with checkered background created and what software was used (e.g. from an external source like a website, from an email message, or an internal application/reporting tool)? Lastly, could you please send over a few sample PDF files so I can perform some tests on our end? Thank you very much in advance and I am looking forward to hearing back from you. Link to comment Share on other sites More sharing options...
Derek Robinson Posted May 18, 2022 Author Report Share Posted May 18, 2022 Hi Allain, Thanks for picking this up. I had v13 on an iMac before last December and don't recall any issues. I got the Mac Mini M1 in December and it's been like that with PDF pen since then. Typically I open a pdf at start of day and we get the thumbnails and one full render. Sometimes it freezes but today I noticed pages rendered after a wait. Then next one stopped Closing and reopening works then after a few openings, it stops. It appears on all types of pdfs; some I've created, some I've downloaded. You'll need to explain how I can send you some pdfs as I only seem to have image options on this page Thanks again Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted May 23, 2022 Official Nitronaut Report Share Posted May 23, 2022 Hello @Derek Robinson, Thank you for this information and since it is happening with most of your PDF files, let us try some troubleshooting by referring to these steps: a. Perform Software Update through System Preferences. b. In 'View Registration', take note of your license then delete it. c. To uninstall PDFpen Pro, drag the PDFpen/Pro application icon to the Trash. d. For complete removal, also move to the Trash then restart your device [Home] / Library / Containers / com.smileonmymac.PDFpenPro e. Reinstall 'PDF Pro for Mac' by redownloading the installer from our page https://pdfpen.com/download/ f. Reactivate the program using the same license key 2F76FAEE-xxxxxxxx-yyyyyyyy-zzzzzzzz-AB3672AA Thank you for choosing Nitro and I hope this helps. Link to comment Share on other sites More sharing options...
Derek Robinson Posted May 23, 2022 Author Report Share Posted May 23, 2022 Thanks very much. Is there another download site? I'm getting messages that files are missing from the app and I need to download again. I've downloaded three times now. Regards Link to comment Share on other sites More sharing options...
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