PDFs taking a very long time to load

HVAC Elements Jeff · Post by **HVAC Elements Jeff** » Thu Jul 07, 2022 6:57 pm

I've started running into some issues with random users. They attempt to open up a file in PDF-XCHANGE and it can take anywhere from 5-10 seconds.

Things to know so far:
-all users are on build 9.3.361
-uninstall/reinstall had no effect
-This happens on both Network and Local files
-Tried to reset user settings with no luck.
-Seemingly random when this happens, as in it will be slow for an hour or 2 - and then suddenly after that it works fine for awhile.
-Disabled sharepoint plugin with no luck (seen this mentioned in a different forum post)
-doesnt seem like file size matters.
-unable to recreate this issue withing our IT group

Thoughts on where to look or go from here?

Post by **TrackerSupp-Daniel** » Thu Jul 07, 2022 9:34 pm

Hello, HVAC Elements Jeff

We have seen a few users reporting this issue with the latest build and the Dev team is working on a solution currently, but we cannot say for certain that it will fix all cases. Ideally, it would be very helpful if you could follow these steps to generate some log files while the slow start is occuring:
There is a tool from Microsoft called Process Monitor: https://docs.microsoft.com/en-us/sysint ... ds/procmon

We want you to capture what is happening when you start the Editor. If you download Process Monitor from the Microsoft page above you can use it to capture this and send us the resultant files.

The Procedure:

Ensure the Editor is not running.
Start Process Monitor - it will instantly begin to grab data so stop it by hitting the "Capture" button:

Clear the current data:

When you are ready to start the Editor begin capturing data:

Start the Editor
Stop capturing when the Editor has started.

Save the capture to file:

Send us the file.
Please send this file to us via email or, if it is too large, use our userupload server, and name the file something that will help us identify it is yours. Then let us know you have done so here.

We will then analyze the logs and see if we can determine what is happening.

Kind regards,

HVAC Elements Jeff · Post by **HVAC Elements Jeff** » Mon Jul 11, 2022 7:36 pm

Hi,

I was finally able to grab the logs from a user while this issue was occurring. I recorded the opening of 3 unique PDF's during the procmon run.

-first 2 are on the network
-3rd one was local straight off the users desktop

File was uploaded to the below location.
[redacted]

Post by **TrackerSupp-Daniel** » Mon Jul 11, 2022 9:56 pm

Hello, HVAC Elements Jeff

Thank you for the files, I have sent them along to the Dev team for further investigation. I will get back to you as soon as I hear from them on the results.

Kind regards,

Mon Jul 11, 2022 11:04 pm

Please ask affected users to backup and remove files History.dat and HistoryThumbs.dat located in the folder
"%appdata%\Tracker Software\PDFXEditor\3.0\".

HVAC Elements Jeff · Post by **HVAC Elements Jeff** » Tue Jul 12, 2022 3:01 pm

I have removed the history files from a few of the affected users. I will have them monitor the performance and report back if issues persist.

Post by **Paul - Tracker Supp** » Tue Jul 12, 2022 3:38 pm

HVAC Elements Jeff · Post by **HVAC Elements Jeff** » Wed Jul 13, 2022 8:40 pm

Hi,

It would seem removing History.dat and HistoryThumbs.dat did not help - I have had multiple people report back that the extremely slow load times are still occurring.

Thanks,
Jeff

Post by **TrackerSupp-Daniel** » Wed Jul 13, 2022 11:10 pm

Hello, HVAC Elements Jeff

Thank you for confirming, In the meantime we have had another user report almost the same issue, and the Dev team is running a few tests as they suspect that these two items are related. Once we have more information, or the results of that test, we may have further steps for you, or, if all goes well, this may be resolved in the next release.

Kind regards,