Save AS hang on 100% for 20 sec

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k.leroy metallindustri as
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Save AS hang on 100% for 20 sec

Post by k.leroy metallindustri as » Thu Jan 11, 2018 11:06 am

V7.0 Build 323.1 PDF-XChange Editor Plus
Running on Windows Server 2016, RDS mode.

After simple edit of a pdf (example highlight a few Words) and Save AS the progress bar goes instant up to 100%, but then hangs there for 15-20 sec.
Save as optimized With default settings goes Lightning fast. Can not see any bottlenecks on server or network performance

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Radi - Tracker Supp
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Re: Save AS hang on 100% for 20 sec

Post by Radi - Tracker Supp » Thu Jan 11, 2018 12:24 pm

Hi k.leroy metallindustri as,

Please try to install the latest version of the Editor (323.2) on a test machine and check if the problem persists in the new version.

You can always find the latest version of our products on the following page:
https://www.tracker-software.com/product/downloads

Regards,
Radi

k.leroy metallindustri as
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Re: Save AS hang on 100% for 20 sec

Post by k.leroy metallindustri as » Thu Jan 11, 2018 12:35 pm

Still the same problem with new version

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Tracker Supp-Stefan
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Re: Save AS hang on 100% for 20 sec

Post by Tracker Supp-Stefan » Thu Jan 11, 2018 12:48 pm

Hello k.leroy,

Is the preview pane in Windows explorer turned on?
Can you please try with that preview pane closed - and see if saving the files is faster that way?

Regards,
Stefan

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Re: Save AS hang on 100% for 20 sec

Post by k.leroy metallindustri as » Thu Jan 11, 2018 12:54 pm

The preview is closed tested on both sever 2016 and win 10 machine

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TrackerSupp-Daniel
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Re: Save AS hang on 100% for 20 sec

Post by TrackerSupp-Daniel » Thu Jan 11, 2018 11:23 pm

I would like to ask,
Is it a 100% of the time issue, or is it intermittent? I know some rollouts of windows server have a tendency to have occasional bursts of high network latency, which could cause the issue you are talking about here if it is not consistently happening.
If its happening every single time though, we will have to explore other options, Are you using any alternate file managers on the server that could cause communication issues, possibly?
Daniel McIntyre
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k.leroy metallindustri as
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Re: Save AS hang on 100% for 20 sec

Post by k.leroy metallindustri as » Fri Jan 12, 2018 9:02 am

After testing both from a Win10 computer and a Terminal Server it seems the delay only happens when saving to network mapped drives.
Please note that we do not see this delay in other applications. From other apps its instant.

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Re: Save AS hang on 100% for 20 sec

Post by Tracker Supp-Stefan » Fri Jan 12, 2018 12:53 pm

Hello K Leroy,

Can you please try to disable the SharePoint plug in for the Editor - and see if that will help with the speed?

Cheers,
Stefan

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Re: Save AS hang on 100% for 20 sec

Post by k.leroy metallindustri as » Fri Jan 12, 2018 1:17 pm

Hi
Have tried with sharepoint disable but the problem is still the same.
The problem is only when we use the SAVE AS function

Regards.
Trond

Willy Van Nuffel
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Re: Save AS hang on 100% for 20 sec

Post by Willy Van Nuffel » Fri Jan 12, 2018 4:40 pm

Something to do with the "Always use Incremental Save" option being active, in Edit > Preferences > Documents > Save Documents ?

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Re: Save AS hang on 100% for 20 sec

Post by Tracker Supp-Stefan » Fri Jan 12, 2018 4:43 pm

Hi Willy,

it may be something specific to the way we are using 'AtomicSave'. Paul is preparing a KB with instructions that will hopefully help.

Cheers,
Stefan

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Re: Save AS hang on 100% for 20 sec

Post by Paul - Tracker Supp » Fri Jan 12, 2018 5:17 pm

Well the suggestion I have is to use the Active Directory Administrative Template to disallow the use of the ReOpen function (atomic file reopen). It will then use the more traditional CreateFile/CloseHandle pair of functions instead.

This option was originally created to deal with Citrix servers who have an issue where they would BSOD when using SaveAs with atomic ReOpen. It isn't an issue with our software but the way ReOpen is handles on the servers. I am keen to see if this work around (reverting to the older method for handling files) also fixes your issue.

The Group Policy Template can be downloaded from here:
PDFXEditor.admx
PDFXEditor.adml

This KB describes applying it - there is nothing unique to ours, it works like any other Administrative Template.

The Policy is found under "Miscellaneous" in the Editor's Template:
Image

Set it to "Disabled" to use the CreateFile/CloseHandle pair of functions:
Image
and let me know if that improves things please?

hth
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Re: Save AS hang on 100% for 20 sec

Post by k.leroy metallindustri as » Fri Jan 12, 2018 6:47 pm

Thanks, we will apply the GPO next week.

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TrackerSupp-Daniel
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Re: Save AS hang on 100% for 20 sec

Post by TrackerSupp-Daniel » Fri Jan 12, 2018 7:39 pm

Hope to hear back if it works! :)
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Re: Save AS hang on 100% for 20 sec

Post by k.leroy metallindustri as » Mon Jan 15, 2018 9:04 am

Applied policy (Atomic File = disabled) but still same problem.
For the record I verified from event log on terminal server that the policy was applied.
I used the stopwatch now and the hang was 31 seconds! Just like earlier it goes instantly up to 100%, not network activity and then suddenly finishes after 30+ secs

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Re: Save AS hang on 100% for 20 sec

Post by Paul - Tracker Supp » Mon Jan 15, 2018 6:17 pm

We are going to have to dig deeper then.

You said:
After testing both from a Win10 computer and a Terminal Server it seems the delay only happens when saving to network mapped drives.
Please note that we do not see this delay in other applications. From other apps its instant.
Does this mean than that if the same resource is not mapped it performs without the delays? i.e. if you use a full UNC path to a mapped resource rather than it's mapped drive letter does that change the behaviour?
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If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

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Roman - Tracker Supp
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Re: Save AS hang on 100% for 20 sec

Post by Roman - Tracker Supp » Mon Jan 15, 2018 6:36 pm

Hi k.leroy metallindustri as,

Do you see any CPU, disk or network activity of to the Editor process during this hang?
You can use Windows Task Manager (Ctrl+Shift+Esc) or Windows Resource monitor (perfmon.exe /res) to inspect the Editor activity.
If you do not see any kind of these activities please make 2-3 memory dumps somewhere in the middle of the hang interval. To do this you can open Windows Task Manager, right-click the editor process and select "Create dump file" from the popup menu. Please send us these files (zipped). As the ZIP file might be big consider uploading it to some online file storage (like DropBox or Google Drive) and sending us the link.
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Please ZIP any files uploaded to this forum or they will not be posted !
You may also use a RAR or 7Z archive format

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Re: Save AS hang on 100% for 20 sec

Post by k.leroy metallindustri as » Tue Jan 16, 2018 9:35 am

Paul - Tracker Supp wrote:We are going to have to dig deeper then.

You said:
After testing both from a Win10 computer and a Terminal Server it seems the delay only happens when saving to network mapped drives.
Please note that we do not see this delay in other applications. From other apps its instant.
Does this mean than that if the same resource is not mapped it performs without the delays? i.e. if you use a full UNC path to a mapped resource rather than it's mapped drive letter does that change the behaviour?
Yes Paul, we confirm that it works fine with UNC path and we now see the delay when via mapped drive.

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Re: Save AS hang on 100% for 20 sec

Post by Tracker Supp-Stefan » Wed Jan 17, 2018 11:18 am

Hello k.leroy metallindustri as,

Thanks for the follow up - this should narrow things down.
Did you see Roman's post above yours with the requests for the dump files?
If you can please provide those to us we would be happy to look at this further!

Regards,
Stefan

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Re: Save AS hang on 100% for 20 sec

Post by Paul - Tracker Supp » Thu Jan 18, 2018 6:06 pm

Hi again k.leroy,

please do send us the dumps. Without that we are unlikely to make progress. Please put the dump files here:

URL: useruploads.tracker-software.support
User Name: useruploads
Password: LetMeUpload12321

The service allows only for uploads so nobody but us can get your data however it would be prudent for you to notify us at support@tracker-software.com when your upload is complete so we can move your files to a less public location.
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If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

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Tracker Support North America
http://www.tracker-software.com

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