Hi
I have PDF-XChange Editor PLus, version 10.3.1 build 387 running on Windows 11 Version 23H2 64 bit.
First time a open a pdf-file it takes about 20 seconds to open the pdf-file.
Next time i open a pdf-file, it opens the file in one second.
Can you help me with this problem?
Regards,
Courtney
Can you help me with this problem?
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Re: Can you help me with this problem?
Hello, Litine74
When you say "open a PDF file" do you mean this happens for each file you open at any time, or that is happens once the first time you open our software following a restart, and then opening any file after that works normally?
I ask because there are some known issues with a recent security app module (used by most popular security applications) which causes a delay on the first open of some software, including our own. This is due to a failure by the module to release some scanned files after a successful scan (That should have since been fixed by most security providers, but given your OS is out of date, it seems a fair assumption that your security may be the same).
On that topic, seeing as you are running both an older version of our software, and windows, I would suggest updating both applications, as well as any security software you may be using. (Note that updating our software may require a maintenance renewal, if your maintenance has expired.)
If instead the issue is happening once with each and every document, even in the same session, the best guess I could offer is that perhaps you have the files stored on a cloud service, and they are not locally available, so when you try to open them, our software needs to wait for it to be downloaded, security scanned, and all of that on you systems end, before it is passed to us. This matches nicely with the "opens fast after" side of things as well, because the file is now locally available, and does not need to redo the download/etc process each time you open it, until there are changes made to it on the cloud service.
In this latter case, there wouldnt be anything I can offer from our end, you may be able to get some details from the cloud service provider, on how to speed up access to those files however.
Kind regards,
When you say "open a PDF file" do you mean this happens for each file you open at any time, or that is happens once the first time you open our software following a restart, and then opening any file after that works normally?
I ask because there are some known issues with a recent security app module (used by most popular security applications) which causes a delay on the first open of some software, including our own. This is due to a failure by the module to release some scanned files after a successful scan (That should have since been fixed by most security providers, but given your OS is out of date, it seems a fair assumption that your security may be the same).
On that topic, seeing as you are running both an older version of our software, and windows, I would suggest updating both applications, as well as any security software you may be using. (Note that updating our software may require a maintenance renewal, if your maintenance has expired.)
If instead the issue is happening once with each and every document, even in the same session, the best guess I could offer is that perhaps you have the files stored on a cloud service, and they are not locally available, so when you try to open them, our software needs to wait for it to be downloaded, security scanned, and all of that on you systems end, before it is passed to us. This matches nicely with the "opens fast after" side of things as well, because the file is now locally available, and does not need to redo the download/etc process each time you open it, until there are changes made to it on the cloud service.
In this latter case, there wouldnt be anything I can offer from our end, you may be able to get some details from the cloud service provider, on how to speed up access to those files however.
Kind regards,
Dan McIntyre - Support Technician
PDF-XChange Co. LTD
+++++++++++++++++++++++++++++++++++
Our Web site domain and email address has changed as of 26/10/2023.
https://www.pdf-xchange.com
Support@pdf-xchange.com
PDF-XChange Co. LTD
+++++++++++++++++++++++++++++++++++
Our Web site domain and email address has changed as of 26/10/2023.
https://www.pdf-xchange.com
Support@pdf-xchange.com