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dan7000

8 Minutes of "not responding" before EN/Win is usable

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Yes, reports of EN/Win "not responding" are getting tiresome but EN is not addressing it and it's getting worse, as I experienced today.  8 minutes waiting for EN to start up before I could use it with "not responding" in the title bar the whole time..  Here is the log - you can see that most of the 8 minutes is just starting the application itself (from 1:01:53 to 11:06:11), with no indication of whatever else is occurring during that time:

 

11:01:53 [73152] Command line: "C:\Program Files\Evernote\Evernote\Evernote.exe" 
11:01:53 [73152] Client info: Evernote Windows/272632; Windows/6.1.7601 Service Pack 1;
11:01:53 [73152] Bootstrap info: Evernote (loadedLastUsed)
11:06:11 [73152] Bootstrap info: Evernote (loadedDatabase)
11:06:11 [73152] Loaded session count: 0, last session: (none)
11:06:24 [73152] Opened database: C:[redacted] (4.9GB Fixed)
11:06:24 [73152] * note attributes table rebuilt
11:06:24 [73152] * resource attributes table rebuilt
11:06:24 [69760] Import folder: [redacted]
11:07:05 [7960] Client synchronization started
11:07:06 [71060] 0% Connecting to www.evernote.com/edam/note/s1
11:07:07 [71060] 0% Loaded updateCount: 86564
11:07:21 [73152] Registered session count: 1, last session: 2014/09/16 11:00:00
11:07:23 [71060] 0% Usage Metrics: sessionCount=0
11:07:23 [71060] 0% Client updateCount: 86564, server updateCount: 86572
11:07:23 [71060] 0% Retrieving list of changes from the server
11:07:23 [71060] 0% * saved 1 sync chunks, updateCount=86572
11:07:23 [71060] 0% Receiving changes
11:07:23 [71060] 0% * expunge 0 notebooks, 0 notes, 0 tags, 0 searches, 0 linked notebooks
11:07:23 [71060] 0% * update 0 notebooks, 3 notes, 0 resources, 0 tags, 0 searches, 0 linked notebooks
11:07:24 [73756] 0% Connecting to www.evernote.com/edam/note/s1
11:07:24 [73756] 0% Retrieving 3 notes
11:07:24 [73756] 0% Retrieving note [redacted]
11:07:24 [73756] 0% * guid={364788b0-7615-4b19-8508-f34ec262c035}
11:07:24 [73756] 0% * note content, length=1002
11:07:24 [73756] 33% Retrieving note  [redacted]
11:07:24 [73756] 33% * guid={e94450bf-4f8e-4a18-a3a4-3a8c23dc065b}
11:07:24 [73756] 67% Retrieving note [redacted]
11:07:24 [73756] 67% * guid={faee320a-0b89-45c3-81ad-d5da97460839}
11:07:24 [73756] 67% * note content, length=219
11:07:24 [73756] 100% Submitting a batch of 2 note calls, size=3.6KB
11:07:25 [73776] 100% Updating local note  [redacted], resource count: 0, usn=86572
11:07:25 [73776] 100% * guid={364788B0-7615-4B19-8508-F34EC262C035}
11:07:26 [73776] 100% Creating local note  [redacted], resource count: 0, usn=86571
11:07:26 [73776] 100% * guid={FAEE320A-0B89-45C3-81AD-D5DA97460839}
11:09:35 [7960] Client synchronization finished, status: complete
11:09:35 [7960] * 2 items received
11:09:35 [7960] * elapsed time: 2m 30s
 
 
What other Windows application takes 8 minutes to start on a basically new machine with 6 GB ram?  It's like I'm trying to load a program from a cassette tape drive on my TRS-80.  And I pay $50/year for this!  As a comparison, I just paid $99 for one year's use of Office365, which includes not only OneNote but Word, Excel, and Powerpoint - and I can share them with my family and install on 5 devices!  And  get this: I can load any of those office programs in less than a minute.  

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Last I saw,  some of the 'not responders' had fixed their issue with a reinstall and a database refresh.  Have you been through that particular loop yet? - And if you're a paying customer you can raise a support request online or via chat (see below).

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Yes, reports of EN/Win "not responding" are getting tiresome but EN is not addressing it and it's getting worse, as I experienced today.  8 minutes waiting for EN to start up before I could use it with "not responding" in the title bar the whole time..  Here is the log - you can see that most of the 8 minutes is just starting the application itself (from 1:01:53 to 11:06:11), with no indication of whatever else is occurring during that time:

 

 

 

I have the same problem - sometimes 8 minutes, and sometimes up to 11 minutes of twiddling my thumbs. I went through 1st level Support Dance and did the uninstall / reinstall / resync with no improvement. Activity Logs were sent. I was asked to install a new beta, but still no change. Support bumped me up to the 2nd level tier Support and they had me run the ReIndex Data debug program. No success. It was finally decided that the problem would be sent up to the Evernote Developer cloud for resolution. 

 

No follow up replies.

 

Sigh....

 

.

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I have been through uninstall / reinstall (in fact I have been through a complete machine change recently) and a database rebuild.  

 

Regarding support requests, I hope, Gazumped, that you are not seriously recommending that anybody use EN support.  I have tried them many times over the 10 years I've been using EN now and ever since the old days when support was handled by that one guy whose name I forget who used to be some kind of development lead, it has been totally useless.  It follows an unvarying and predictable pattern:

- send us your logs

- uninstall and reinstall

- we will flag this as an issue for the developers.

 

If only it was that quick, it would be fine but it usually takes weeks of back and forth to get to step 3.  And lately, step 1 is impossible because my log is generallymiles long and they won't accept anything less than the whole thing.  I can't spend the time to redact the whole thing.  I tell them that I'll send just the pertinent part (like the part I posted above) and they send an email saying since I won't send the full log they're closing my ticket.  

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I have been through uninstall / reinstall (in fact I have been through a complete machine change recently) and a database rebuild.  

 

Regarding support requests, I hope, Gazumped, that you are not seriously recommending that anybody use EN support.  I have tried them many times over the 10 years I've been using EN now and ever since the old days when support was handled by that one guy whose name I forget who used to be some kind of development lead, it has been totally useless.  It follows an unvarying and predictable pattern:

- send us your logs

- uninstall and reinstall

- we will flag this as an issue for the developers.

 

If only it was that quick, it would be fine but it usually takes weeks of back and forth to get to step 3.  And lately, step 1 is impossible because my log is generallymiles long and they won't accept anything less than the whole thing.  I can't spend the time to redact the whole thing.  I tell them that I'll send just the pertinent part (like the part I posted above) and they send an email saying since I won't send the full log they're closing my ticket.  

 

Can't comment on your former experience with support,  but if you don't tell them about problems,  they're not ever likely to get fixed...  and there's always the chat version?

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I have been through uninstall / reinstall (in fact I have been through a complete machine change recently) and a database rebuild.  

 

Regarding support requests, I hope, Gazumped, that you are not seriously recommending that anybody use EN support.  I have tried them many times over the 10 years I've been using EN now and ever since the old days when support was handled by that one guy whose name I forget who used to be some kind of development lead, it has been totally useless.  It follows an unvarying and predictable pattern:

- send us your logs

- uninstall and reinstall

- we will flag this as an issue for the developers.

 

If only it was that quick, it would be fine but it usually takes weeks of back and forth to get to step 3.  And lately, step 1 is impossible because my log is generallymiles long and they won't accept anything less than the whole thing.  I can't spend the time to redact the whole thing.  I tell them that I'll send just the pertinent part (like the part I posted above) and they send an email saying since I won't send the full log they're closing my ticket.  

 

Even though Evernote requests the activity log, you cannot send the activity log with the initial support request because it is not the correct file format. It has to be either text or pdf. Grrrr. The way I got around this problem was to wait until they responded and then include the activity log as an attachment in my email reply.

 

But don't expect anything different from the response.

 

I've sent many complete activity logs and the response always end up as #3.

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The log files are .LOG but are just text files.  Rename them to <filename>.log.txt and the support request will slurp them up with no problem...  (I know this because I had to report a problem a few days ago!)

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The log files are .LOG but are just text files.  Rename them to <filename>.log.txt and the support request will slurp them up with no problem...  (I know this because I had to report a problem a few days ago!)

 

Evernote should have realized this months ago and made a correction in their Support Request instructions.

 

The Support Request currently states:

"Attach a screenshot, activity log or document. (.txt, .jpg, .png, .pdf)"

 

Change it to read:

"Attach a screenshot, or document. (.txt, .jpg, .png, .pdf). If you send an activity.log, please rename the file extension to .txt"

 

Of course, the most obvious solution is for Evernote Support to make it easier by changing the allowable file types.

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-and just to add to the party,  you can't attach two files - I had an Activity Log and an Error Log (which did save as a text file!)  I wound up renaming the AL to add it to the report,  and found it had kicked the EL off the ticket (literally).  I waited until I had a reference,  then sent the EL with that.  Strange how difficult it is to actually report an error...

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