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Single off-site customer with VERY slow reports

My company's software is run by about 1500 customers across the US, Canada, and Australia. Of those customers, we have exactly one who is experiencing extremely slow report launches. A very simple report that takes between 2-5 seconds to preview on almost any other machine takes over two minutes on their machine.

Our software is a Windows Forms application built on using VS2008. We use Crystal 2008 SP4, launching stand-alone rpt files against a SQL Server 2005 db using the CrystalReportViewer control.

The machine itself is seemingly healthy, and appears to perform quite well overall. (It's running XP SP3, but that shouldn't matter as many machines in our office are running the same OS, and none of them have this issue.) Plenty of RAM, all Windows updates in place, and CR2008 SP4 has been updated as well. The machine does not exhibit any other notable performance issues as far as we can tell, including printer tests. Another, almost identical machine in the client's office does not exhibit the same lag in launching reports.

We've been digging for answers for three weeks now, and have tried all of the following:

1. Upgraded CR2008 to SP4.

2. Uninstalled and reinstalled our software and all CR components.

3. Ran a full Malwarebytes sweep. (nothing found)

4. Disabled all firewall, anti-virus, and anti-malware software.

5. Installed Process Monitor and recorded all the action, but have so far failed to identify what might be the culprit (log file available upon request).

6. Disabled the networking icon, and then the networking service entirely. (Procmon showed a lot of DHCP activity.)

7. Added <generatePublisherEvidence enabled="false"/> to the app's config file.

EDIT: I just recalled a few other things we did:

8. Turned off all disk indexing.

9. Uninstalled Windows Search.

10. Confirmed that bmp files are defaulted to open in Paint (we have a company logo linked as an OLE object in our reports).

As you can probably tell, we're down to clutching at straws at this point. Does anyone have any suggestions as to what else we might look at? I'll be happy to post that Procmon log if anyone cares to look it over.


Ron Moses

ConEst Software

Edited by: RonMoses on Feb 6, 2012 6:36 PM

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  • Posted on Feb 06, 2012 at 09:25 PM

    Could u do a a Trace Route and check the time taken for a packet to reach the BO system from that machine. It seems that the issue seems to be with the network.

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    • Hi Ron,

      Before you do that open up one of the reports and and go to Page Setup and check on the No Default Printer and or check on the Dissociate... option. Try both or one at a time.

      I believe the issue is CR is attempting to find the printer the report was created from which of course is not available and the delay is your network time out.

      If that works and they have a local copy of Cr Designer then get them to update every report.

      Just though of another possible delay, if your reports have any of the Verify On... options checked on this too can cause delays, the reports are trying to connect to the DB server originally designed on and if they are using ODBC that introduces another 1 minute time out. Go into Report Options and check off they also.


      Edited by: Don Williams on Feb 8, 2012 9:34 AM

      Edited by: Don Williams on Feb 8, 2012 9:37 AM

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