10 second delay opening up PDFs

[aguerot]

I have 3 users who are new to PDF-XChange and are reporting an issue where there is a 10-second delay opening up any PDF file in PDF-XChange Viewer Pro. They were initially trying rather large complex PDF files but I have also tested a very small simple PDF that contained only the word "test" as well as a variety of other PDFs in between. All PDFs tested had the same time delay of 8 - 10 seconds. Note that this is when opening the PDF, PDF-XChange itself pops right up then it's 8 - 10 seconds for the PDF to appear. Adobe Reader does not have any delay opening any of the PDFs tested. All other programs work without a problem. This has also been tested with all other programs closed on only PDF-XChange Viewer open.

All users are on Dell Precision Machines with either Core 2 Duos or Core i7 processors and anywhere from 2.5 - 4 GB of RAM running Windows XP Service Pack 3 x86.

On one test machine I have done the following:

run Disk Cleanup and disk defrag.
Uninstalled PDF-XChange, rebooted, Re-installed
Upgraded from 200 -> 201 then rebooted
Killed the anti-virus service

None of these things have had any noticeable effect on the opening speed. There are about 15 other users with PDF-XChange who have no problems at all, and 2 other users who I've opened separate forum threads about. 1 of whom already, sadly, demanded to go back to Adobe Acrobat X.

Please let me know what else you would like me to try.

[Tracker Supp-Stefan]

Hello aguerot,

May we ask which is the antivirus used on those machines.
Also are those files locally available from the hard drive on the affected PC or from a network and if they are on a network location - have you tried temporarily disabling the firewall(s) as well?

Best,
Stefan

[PeterPan]

Hi,
a few month ago, I had these problems as well. I decides to reinstall, uninstall PDF-Viewer but nothing helped. Funny enough it happened from one moment to another and I had no idea which cause this had. In this time I used Kaspersky Anti-Virus but I don't know if this was the problem because it happened suddenly. All files were from my local storage.
After a time I completely formatted my pc and reinstalled Windows. Since then I'm glad to have no problems anymore. Today I use Avast Free Edition but I don't know if this has solve the problem.

Sincerely,
PeterPan

[aguerot]

We're using Microsoft Forefront Endpoint Protection.

Initially the files were on a server, but I coped them all locally to rule out network issues. Sorry, should have included that in the initial post.

[Paul - Tracker Supp]

Thanks aguerot,

so the issue is also present on the local files then? Have you tried disabling your AV just for the purposes of testing? If that helps it would then be a case of determining what settings in your AV need to be set.

hth

[aguerot]

Yes, I mentioned in my initial post that I disabled the AV services while testing the speed of opening the files locally. There was no difference between having the anti-virus on or off.

[Paul - Tracker Supp]

Hi aguerot,

one thing to check is the user's temp files folder %TEMP% - if there are a lot of files in there it could cause a delay in opening files. Please try deleting all files from that folder and test agian. If we still see no change we may need to put together a special debug version for you that will check some things for us when a file is opened.

regards

[aguerot]

Deleting everything in the %TEMP% folder had no effect on the speed issues.

[Paul - Tracker Supp]

Thanks aguerot,

I will pass that on to my dev team and post back here what we need to do to get you a debug version. Typically we will create a special version and have you install it on the target machine, reproduce the issue then send us the log files it produces. Is that something you want to move ahead with?

[aguerot]

Yes. Please let me know as soon as that is ready.

[Paul - Tracker Supp]

Will do. I have created a Support Request Ticket to help monitor/track this. RT#1436: 10 second delay opening up PDFs
We will update you here with details on what to do with the debug version when it is ready. It should be so in the next couple of days.

hth

[Ivan - Tracker Software]

Can you try if the problem is here when you open file not via double click on PDF file in Windows Explorer but using File -> Open in the viewer?

[aguerot]

Yes, I have tried both ways multiple times with multiple files locally and on the network.

[Paul - Tracker Supp]

Hi aguerot,

do you have a sample file I can try here? Even the 'very small simple PDF that contained only the word "test" ' ?

regards

[aguerot]

This was created in Word 2010 then printed to PDF

[Paul - Tracker Supp]

Hi aguerot,

as we are not able to reproduce this here we would like to arrange a remote session to your system to see this first hand, check some things and potentially set up a debug session.

If you are amenable to that please either use TeamViewer http://www.teamviewer.com/ (it can be installed or just run) or if you have another remote access technology in place we can use that. Please provide us with details and credentials. You can email them to support@pdf-xchange.com to keep them confidential - just be sure to cross reference this thread please.

Once we have that we can arrange a time to connect.

regards

[Paul - Tracker Supp]

Hi again aguerot,

we have not received a response regards a remote session. Please indicate if you would like to proceed with this or not. If you do please visit this page and fill out the Agreement, sign it and return to us so we can proceed.
https://www.pdf-xchange.com/knowled ... e-an-issue

sincerely

[aguerot]

Everything has now been sent in.

[Paul - Tracker Supp]

Thanks - got it. look for an email reply to the one you sent detailng when we can connect.

[aguerot]

You had said in one of your e-mails that it was a conflict with a digitizer driver. I responded to the e-mail asking which driver and never got a response.

Can you please let me know which specific driver is causing the problem so I can remove it from the affected users machines?

Thanks,

[Paul - Tracker Supp]

Hi aguerot,

sure I will find that for you today and post it here.

hth

[Paul - Tracker Supp]

Hi aguerot,

do you still need this?

You had said in one of your e-mails that it was a conflict with a digitizer driver. I responded to the e-mail asking which driver and never got a response.

I would like to look into this again to see what I was going to send you. I am looking through email for emails from/to the email address associated with this forum post but am not finding the email you sent. Can you send that again or tell me the email address I should be searching under?

Do we need to do anything more for you here?

Paul

[aguerot]

I think you did respond saying that it was the wintab32.dll

If it wasn't then can you please send the correct driver info to aguerot@bakerconcrete.com

Thanks!

[Paul - Tracker Supp]

That's what I needed - searching that email address I do see that I sent:

Hi Tom,

specifically the issue was with the DLL Wintab32.dll.

It appears that this DLL can be provided by more than one manufacturer resulting in possible different versions. Be careful dealing with this because it also provides functionality for some touch-pads on laptops etc. It looks like this one comes from Wacom. We have not had issues with this before. You might want to check for an updated driver from them.

I think we are good now.

Thanks

[Paul - Tracker Supp]

Hi aguerot,

Can you update to 203 and confirm this works at your end please?

If the problem persists in the new build (202) - try use workaround:
1. Close program
2. run REG file from attachment


regards