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 »

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 »

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.pdf-xchange.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 »

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 »

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

Post by k.leroy metallindustri as »

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 »

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?
Dan McIntyre - Support Technician
Tracker Software Products (Canada) LTD

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Our Web site domain and email address has changed as of 26/10/2023.
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Support@pdf-xchange.com
k.leroy metallindustri as
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Re: Save AS hang on 100% for 20 sec

Post by k.leroy metallindustri as »

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

Post by Tracker Supp-Stefan »

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

Post by k.leroy metallindustri as »

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 »

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

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

Post by Paul - Tracker Supp »

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
Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
k.leroy metallindustri as
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Re: Save AS hang on 100% for 20 sec

Post by k.leroy metallindustri as »

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 »

Hope to hear back if it works! :)
Dan McIntyre - Support Technician
Tracker Software Products (Canada) LTD

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Our Web site domain and email address has changed as of 26/10/2023.
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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 »

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

Post by Paul - Tracker Supp »

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?
Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
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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 »

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

Post by k.leroy metallindustri as »

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

Post by Tracker Supp-Stefan »

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

Post by Paul - Tracker Supp »

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@pdf-xchange.com when your upload is complete so we can move your files to a less public location.
Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com
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