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Question

Question

Snapshot is taking too long to respond

asked on January 6, 2015

I have one user for whom Snapshot is taking several minutes to respond.   As far as I know, this user is the only one that has this problem.  Her configuration is identical to mine as far as I know.   She is using Chrome to download a PDF, then print to Snapshot from Adobe.   However, I tried to print to Snapshot from Word and Excel and had the same issue.   Can anyone point me in a direction to try and solve this issue ?  We are using LaserFiche client v9.1.1.548.

Thank you

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Replies

replied on January 6, 2015 Show version history

Are both of you using the same machine?

If not, can you login to her machine with your credentials and see if the issue occurs for you with our credentials on her machine? 

Do other users experience the same issue as well? 

You noted that Snapshot is slow.  Does it eventually work if you wait long enough or do you get an error message at the end? If the latter, what message do you get?

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replied on January 6, 2015

Raymond, 

She is on a different machine.  I have done as you asked and it didn't make any difference.  However, I have narrowed it down to when we print from Adobe on that PC.  When we use Snapshot from Excel or Word, it works quickly as normal.  Only when we use snapshot from Adobe (both Acrobat and Reader) is it slow - 3 to 4 minutes for a document with 5 or less pages.   Other machines that have Adobe installed do not have this issue.  

Any ideas ?

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replied on January 6, 2015

Are you using the same PDF file in your testing? Same versions of Acrobat? Are you also OCRing when you use Snapshot or are you just generating the tiff? Do you get the same behavior if you just generate a tiff instead of creating both and OCRing when you Snapshot?

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replied on January 7, 2015

Yes, the same file (actually, several).  Yes, same versions of Acrobat.  Where do I set the OCRing ?  Is this in Snapshot or LaserFiche itself ?

 

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replied on January 7, 2015

In the Snapshot properties tab, simply select the option to Obtain text from the print job in the Snapshot Properties.  If there is no embedded text, only a tif image is created and saved into LF.  Select that and see if Snapshot goes faster.

Right next to that, there is a text tab in the Snapshot properties. In there you can set the OCR engine, language image enhancements and optimization.  Try setting it to optimize it and select "Speed" to OCR with the image creation.

 

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replied on January 8, 2015

Snapshot is already set to Obtain text and not do OCR.   Is it possible that certain types of PDFs will cause Snapshot to take longer ?  This user has done a couple of PDFs from a different customer and things worked OK.  Additionally, once she gets the TIFF in LaserFiche, she printed it from LaserFiche back to a PDF and then re-added it to LaserFiche using Snapshot and it worked fine....

 

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replied on January 8, 2015

Yes it is possible that the issue is PDF specific.

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replied on January 9, 2015

Any idea what in the PDF file could be causing this ?

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replied on January 9, 2015

We will need a copy of the file to determine that.  Please have your VAR open a case and provide the file to them so we can test it here.

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replied on January 9, 2015

Sadly, the file is confidential.   I will contact the VAR.  Thank you for your help.

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