Home Forums Discussions Problems AC slowing and crashing on client computers

1. Disabling Hardware Acceleration has been been useful on XP systems. You get a significant speed boost as well as less crashing. You are running one of the earlier versions known to have the bug.

2. Reinstall .NET Framework 4.0 if number 1 doesn't work.

Hi apricot,

Certainly try this, easy enough, but the version most affected by this was 6.0.09.

6.0.10 was actually the fix.

So I would not be too optimistic that this will help.

(I was one of the people significantly affected by 6.0.09, so I remember these versions very very well.....)

Good luck!

Gene

I have already dosabled hardware accelerators long time ago. It helped for speed, but not for crashing. Reistalling NET Framework 4.0 is a good idea and I will certanly do that. Thank you for advice. Should I reinstall NET Framework 4.0 just on the main computer?

Try it on the client computers first. See if it helps.

4GB of RAM of which you get about 3.3 which is what it is showing and there is plenty of free RAM.

I still think I would show all the error messages to support.

Of course anyone who can remote into the system would be able to diagnose the issue much faster than posting on the forum. Either contact AC Support or PM if they are unable to fix the issue. Number 1, I would upgrade to the latest version. That will automatically have the .NET Framework in it.

I need help. AC client crashes when importing items. Numerous calls to Guardian have proved fruitless. The last session ended with Guardian suggesting I get an IT guy. Really? That's what I thought I paid the hefty support fee for. So I did. The blame was placed upon a "Bad ATI Video card/driver", so my temporary IT guy fixed that. Still crashes. I have gigabit switch, server has 16gigs ram, client is windows 8 with 4 gigs ram with downgraded Adobe to V9. Uninstalled/re-installed AC multiple times. Now what? Anybody? Anybody? Buehler? Anybody? Guardian? Anybody? I have spent days of time working on this and tied up my best employee for even longer than that. H E L P!!!!!!!!!!!!!!! In case anybody is wondering, yes this is making me CRAZY!!!!!

Oh yeah, I have the latest version of AC.

This sounds very frustrating. What did your IT person say, if he put it back in the court of AC, you may need to contact AC support again.

This is not a common problem. Someone should be able to point you in the right direction. If your IT has "washed their hands" then take it back to AC.

The board is not a substitute for tech support. While we can give advice, there are so many variables that effect things that we cannot solve them all.

The board is NOT consistently monitored by AC so It you have a problem you need to contact them directly.

Kelly,

First, welcome the board. First thing I would do would be to allow me to move your thread to its own thread. I read your question, and then got immediately confused when I scrolled up. Plus, I don't import anything, but I know users who live by it. They may be able to offer ideas from their experience. So, a subject line of Computer Crashes When Importing Files would be helpful. Also, stipulating how many computers in the subject line helps....One of five computers. I say that only because the first time I read it, I thought it said clients. Anyway...

I share your frustration with support. They are usually great. What I have found, though, is when they don't know the problem, they will say something a bit off the cuff.

But, that doesn't mean another one won't be better.

If this is the only client that does this out of say, five and they all have the same version and don't crash when you import files, AND you have installed and reinstalled that many times, then it does seem isolated to that computer. I mean obviously it is, but it may be more likely the computer than the software and, obviously, support can't be of help there.

At least (if you are going to install and reinstall, then use a different installation file).

Video cards can cause a lot of issues. When you say it is fixed, what do you mean? Replaced, reseated? There are a few quick things you can do. Take out the RAM and reseat them. Take out one or two sticks as long as you have them put in correctly. Again, though, the imported files is strange. Is it always with II? Does it happen any other time? How many watts is your PSU? Check that all the cables are tight especially to the hard drives.

Can you list every component in the computer from the RAM to the PSU to the hard drives to the NIC card, etc. How much, brand, etc. If it is the PC, it can be difficult to isolate. Sometimes you just have to go to a computer shop who can test things much more quickly. But, again, and I hear you, if it is the II thing, that is a little strange. I'll think on my drive home.

Just a cry for help. Wendell, I think you are misunderstanding. AC has washed it's hands of the situation. My IT guy fixed the problem AC was blaming the malfunction on. I contacted Guardian over and over and over..........
Just put a note in a bottle and through it in the ocean, that's all I'm doing. You saw it, maybe someone that can help me will see it too.

Computer is brand new windows 8. AC did the uninstalling/reinstalling. Logged in and remoted numerous times. I read about the crashes on II in a thread in this user board. I just googled ac crashes on windows 8 and was led here. I don't care where the thread is moved to. I just want a solution. I'll go buy a computer, install it and see if the same thing happens. If it does, what then? I am just not buying a hardware issue on a new computer that only crashes on one application. Statistically, what are the chances? I will try anything. My office manager is about to pull her hair out over this.

Oh, and I agree. AC has by far the best support I have dealt with. Especially when compared to UPDOX. Client is one of five and the only one that crashes. It is the only one I import with. I may be on the wrong thread with all the hopping around I've done.

So the crashes are only on 1 computer, and that is the one you use to import.

Are the files coming from Updox, fax, scanner or where? Perhaps you should try swapping the computer with another one and see if the problem continues. If it does not, it is likely the setup on that computer. What other software is on this computer? If it does then could there be a corruption issue with the files.

AC is compatible with W8. Several of my computers run it and I have certainly imported from them. Adobe downgrade to 9 was done and that is good, there can be issues with it.

I'm not saying it's NOT an AC problem, it certainly could be, but if that horse has been beaten down, lets get a new stead and go in a different direction.

Kelly, I have a feeling the issue is with Adobe Reader. I've seen it in a few cases where opening the import tab causes a crash. Perhaps I could be of more assistance if you let me remote in to the computer.

For now, UNINSTALL Adobe Reader from the Control Panel>Programs and Features>Adobe Reader>Uninstall

Install FoxIt Reader instead. I've had several practices say that it virtually eliminated crashing with AC and sped up loading in the imported items section.

[u]This is a direct download link to Foxit Reader[/u]

Here is a link to their website.

Just a thought. You are using windows 8 PRO right?.

Hi Kelly, I was the one who started this thread, and I'm still living with AC freezing/crashing in the II tab. Is yours freezing when you are trying to do the import? Mine is freezing only after I imported and I click on the item name or if I try to edit the name/description. I have tired upgrading the memory to 6GB on the client and 8GB on the server. Still have the same problem and it's only on this one client computer. I use Adobe Acrobat Standard 9.0 on this computer and all other computers. Other computers have no problems with II.

Sandeep has a great idea. Adobe is notorious crashing computers. At least uninstall it for a while.

I want to use Adobe so I can edit the II. But I will try Foxit to rule out adobe being the cause of the problem and report back.

This may be a stab in the dark, but had a partner with a similar problem, but found out she had BLIO (e-reader) interfering with the adobe reader, causing AC to crash. She googled how to fix this, however she is using Windows 7 and I do not know if this may effect Windows 8 or not. However, something similar may be causing the problem.

Sandeep is a genius. Getting rid of Adobe and using Foxit reader appears to have solved my problem.
NO CRASHES TODAY!!!!!!!!!! HIP, HIP, HOORAY FOR SANDEEP!!If anyone is crashing, ditch Adobe and use the link above to get Foxit. I have spent untold man-hours on this issue and chatted/talked/remoted with Guardian literally dozens of times. I wish I had found Sandeep before.
Sandeep, You da' man!

Get rid of adobe and try Foxit. Worked for me!!!! Look at Sandeep's suggestion and follow the link.

Sandeep is definitely the best. But, to be fair, was it AC support's fault?

You're welcome. Good to hear things are running smoothly.

This would make a good testimonial for my site lol.

Subject: Re: AC slowing and crashing on client computers
Sandeep is definitely the best. But, to be fair, was it AC support's fault?


Well, this is apparently a common enough issue that Sandeep was readily aware of it and had a fix instantly. Yes, I expect that Guardian Angel should have had a clue about this. I hope someone passes this onto them. Like I said, you have no idea how many times I called, chatted with, was remoted into, uninstalled/re-installed AC, had IT come out twice to chase down red herrings and wild geese as recommended. No the issue itself was not AC support's fault. Just the inability to fix it. Don't get me wrong I LOVE AC and their support. Nobody is perfect, except of course - Sandeep.

Well, if it such a common issue than why is Sandeep so great, lol. Now, Sandeep and I are friends, so I am not putting him down.

I happen to know that Microsoft Office 2013 64-bit is not compatible with Adobe. Crash. Get 32-bit and you're fine. I wouldn't expect support to know that.

It's ironic because I had just approved your registration and you asked the question an hour later. It was rather late and Wendell and I jumped right in and tried to help. Wendell even said it could be conflicting software.

I am glad for you and everyone that Sandeep had the answer. But, do you have to have the answer to be thanked? I am sorry we didn't know the answer, but we did try to help.

I've been working in IT and software development for 10+ years of my life. In all those years I have been rarely thanked for my time if I didn't know the answer to the problem. If an end user spends 2 hours on the phone with you only for you to give them some form of "I don't know" then they will see you as nothing more than 2 hours of wasted time.

It's also not fair for the little rookie who made the last three point shot that put the team 1 point ahead in the game just as the buzzer sounded to be hailed as a hero with no consideration to his fellow teammates that had been fighting the good fight and holding the line since the beginning of the game.

But that's just the order of things.

JamesNT

Well put James.

That's a burn. I'm the little rookie now...

Yeah but it was a helluva shot.

This little rookie is going for MVP.

LOL. Sandeep, you have been MVP for over two years now. No one can come close to you when it comes to everything networking and computers.

Thank you, Bert

You're welcome. Gotta love these small posts that count toward my trek toward 10,000. LOL.

Gentlemen,

...when I say "break", I want a clean break.............in the event of a knock-down, you will be directed to go to a neutral corner. "Are there any questions"?.."You are both professionals so I expect a good, clean fight"! ,"Protect yourself at all times"!.. "Okay, touch gloves and come out at the bell"!

But, that's boring Gene. Thank God for emoticons.

In one corner, we have "Little rookie" Luthra, at 6'3" and weighing in at 220 pounds. In the other corner is James "no need to thank me" Summerlin at... I don't know, a lot shorter and lighter.
This should be interesting, folks.

I hope this isn't going to go all 12 rounds. If it does get to four rounds, I am locking it.

I'm going no comment.