Photoshop CS6: "Save For Web" Sluggish and Slow behavior (SuitCase and WebInk font manager plugins)

  • 2
  • Problem
  • Updated 2 years ago
  • Solved
  • (Edited)
There's a problem with "Save for Web" in Photoshop CS6. The response time of the dialog box is very laggy and it takes a few seconds to change settings in the dialog box, press buttons, or perform pretty much any task. I have the lastest drivers from Nvidia for my GTX580, I'm running Windows 7 Ultimate x64, 8GB RAM, Plenty of hard drive space. CS6 is installed on an SSD. Scratch disk is on a 7200RPM standard hard drive with 500GB free. Processor is an intel core i7 2.8ghz. I've tried various performance options ranging from no graphics card use, basic, medium, and high drawing mode, etc... This appears to be a bug in the dialog interface.
Photo of ColdFusion Developer

ColdFusion Developer

  • 7 Posts
  • 1 Reply Like
  • frustrated

Posted 6 years ago

  • 2
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 813 Reply Likes
A handful of users have found it slow - but the majority find it's the same speed as CS5 and earlier.

We haven't been able to reproduce a slowdown, and our best guess is that something about the machine configuration or other things installed on the system is causing the slowdown.
Photo of Jon Hardison

Jon Hardison

  • 11 Posts
  • 3 Reply Likes
Same problem here. It wasn't always this way. It worked great for a long time and then... BAM! Junk! I've been digging through forums and the only folks that I've seen resolve the problem are ones that basically through a bunch of money at it. Getting SSD drives ans increasing memory. I'm running the same OS as ColdFusion Developer but with 16GB RAM and a RAID with over 1.5TB available for the scratch. Oh, and a GTX570 with the 310.7 driver.

What's the best way to troubleshoot this thing? It's been this way for months and I just can't take it anymore.
Photo of Jon Hardison

Jon Hardison

  • 11 Posts
  • 3 Reply Likes
Okay, I finally fixed this after months of just living with it.
Are you running Font Suitcase? I noted another person in another thread had managed to resolve this problem by removing the WebInk plug-in. I wasn't using it, but I did have both plug-ins for Suitcase running on both the 32 and 64 bit versions of Photoshop. Went ahead and turned those off and everything is back. Not minor improvements, but full on, "this is how it's supposed to be!" working!

To remove them, just open Suitcase and lick tools > Manage plug-ins from the menu. Uncheck everything associated with Photoshop. Close Suitcase and re-open Photoshop to enjoy the blisteringly fast goodness. :-)

I hope this is also the cause for you, but third party plug-ins is a great place to start anyways.

I've run into problems with their plug-ins before but after the last batch were resolved I honestly forgot they were in there. Thank goodness someone else mentioned it. It's great now!
Photo of Jeffrey Tranberry

Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

  • 13918 Posts
  • 1649 Reply Likes
Jon, I'm curious what exact version of Suitcase you were running. It would be at least be worth it to see if there's an update available that fixes the issue.
Photo of Jon Hardison

Jon Hardison

  • 11 Posts
  • 3 Reply Likes
I'm running the latest version: 15.0.5.511. To be honest, this isn't the first time I've had these sorts of issues with their plug-ins. They release them, they don't work and then you get working ones a few versions later. The week you get the working version, Adobe comes out with a few CS. LOL!

I don't know how they test stuff over there but on the PC side of things? It's just not working out.
Photo of Jeffrey Tranberry

Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

  • 13918 Posts
  • 1649 Reply Likes
Ok. Thanks. Just wanted to make sure we weren't pestering them if it's something that was fixed in an update.
Photo of Jon Hardison

Jon Hardison

  • 11 Posts
  • 3 Reply Likes
No worries. Completely understand. Thanx for being so on top of it. :-)
Photo of Jon Hardison

Jon Hardison

  • 11 Posts
  • 3 Reply Likes
"lick tools"? Ha ha ha. Sorry. I'm leaving that typo cuz it's funny.
Photo of ColdFusion Developer

ColdFusion Developer

  • 7 Posts
  • 1 Reply Like
Jon Hardison, +100 internets for you my friend!

You are absolutely right. Suitcase Fusion 4's Photoshop plugins were the cause of the problem. I disabled the plugins in Suitcase Fusion and the problem went away.

I'm not sure if the problem is a result of Adobe's plug-in engine framework or if the plug-in itself was coded poorly. Adobe might want to look into this just in case there is a problem with how the "Save for Web" dialog handles active plug-ins but I'm also going to submit report to Extensis about the issue.

Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 813 Reply Likes
It sounds like just another bug in Suitcase, but we'll investigate to see what's going on.

While SaveForWeb is active, other plugins cannot be active. But Suitcase may be doing something they shouldn't.
Photo of ColdFusion Developer

ColdFusion Developer

  • 7 Posts
  • 1 Reply Like
Thanks Chris.
Photo of Jon Hardison

Jon Hardison

  • 11 Posts
  • 3 Reply Likes
You're very welcome. We're both happy it's working. It was driving me entirely insane. :-)
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 813 Reply Likes
And thanks y'all for helping confirm the cause -- we've been trying for months to reproduce this, without success. We just didn't know which external factor could be causing it...
Photo of Jon Hardison

Jon Hardison

  • 11 Posts
  • 3 Reply Likes
I went back through my notes and realized this exact same thing happened a few years ago and was caused by the same exact thing. Fortunately for me, I had just installed suitcase so the cause was obvious and I didn't think to run a search to see if anyone else might be experiencing the problem, but yeah...

This isn't the first time with them. Not that they're horrible or anything. I love the product, but they've got to do something. Better testing perhaps?

I figured it might help to know that they've not only had the problem before but managed to resolve it before. I'd be really curious to know if it only happens with people running certain hardware or a combination of software or it's every suitcase user.

I also went back to try to find the initial ticket I filed with Extensis on the issue when I had it with Suitcase 9.2 and CS2 (I think it was CS2) but it's no longer there. Sorry I can't be more help.
Photo of Chris Meyer

Chris Meyer

  • 10 Posts
  • 2 Reply Likes
Greetings,

Extensis has been alerted to this forum post and we are currently investigating the issue. I have opened the following incident for tracking (#2208143).

We apologize for any inconvenience you've experienced and will work to reproduce the problem internally and determine its cause.

Currently we do not have much data on this problem so one thing that would help us out greatly is to gather some sample files to test internally. If you are able to assist please contact me directly at: cmeyer@extensis.com and I can provide you with a method to upload your files.

Cheers,
Chris Meyer
Extensis Product Management Team
Photo of Jon Hardison

Jon Hardison

  • 11 Posts
  • 3 Reply Likes
Hi Chris:
What type of files are you looking for? This isn't something happens with any specific file type. If you drop in any old PDF and simply try to save it for the web with your plug-ins enabled for Photoshop on a Win7 x64 box you should see a delay that doesn't exist without the Extensis photoshop plug-ins installed.

More details on what you're looking for would be great.
Thanx,
Jon-
Photo of Chris Meyer

Chris Meyer

  • 10 Posts
  • 2 Reply Likes
Thanks Jon for the quick reply.

We are looking specifically for a reproducible case. From your comments above it seems pretty easy to repro so we'll start there. We can derive other needed info such as the OS, platform used, etc. from the post.

There are numerous moving parts here: installed plugin itself, the font panel (within Photoshop) and the WebINK font connection so we (Extensis) needs to understand which parts are in play.

Let us review and I'll post back if we're unable to get the same repro results you have reported.

Thanks,
Chris
Photo of Jon Hardison

Jon Hardison

  • 11 Posts
  • 3 Reply Likes
No worries. I haven't look at other OSs but probably could. All the posts on this issue I've seen have been specifically from folks running the above mentioned basic config though. Win7+x64+nVidia 5s and 6s, with varying amounts of RAM, but generally more than enough. :-)

Whatever you need. Just let us know...
Photo of Jeffrey Tranberry

Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

  • 13918 Posts
  • 1649 Reply Likes
It may help to see your Photoshop System Info. Directions for sharing your system info from Photoshop:

http://feedback.photoshop.com/photosh...
Photo of ColdFusion Developer

ColdFusion Developer

  • 7 Posts
  • 1 Reply Like
Hello All,

Extensis sent me a detailed tech support reply asking me for screenshots, system information files, and windows problem steps recorder information. I spent a good part of my morning gathering all this information for them and I was successfully able to reproduce the problem. Hopefully the materials I sent will be useful in diagnosing/fixing the problem as I would very much like to continue using their tools. Suitcase 4 is an invaluable part of my job/workflow.

I submitted all of the data to Extensis under case ID: 2207587

Photo of Chris Meyer

Chris Meyer

  • 10 Posts
  • 2 Reply Likes
Hello all,

So far we haven't been able to reproduce the issue during our internal testing so we are going to need to gather more information.

I have escalated the task to one of our Priority Support Techs who will be reaching out soon for more information. He will work with our developers to gather the necessary logs and files.

On a related note (but not to send this thread down the wrong path) I have reviewed past bug reports and found a similar 'unresolved' escalation for Photoshop CS5 & Suitcase Fusion 3 with similar characteristics.

http://forums.adobe.com/message/3289740

The common element is that all of the affected customers have Nvidia cards/drivers. Some additional testing by affected customers at the time indicated the problem didn't exist on other platforms (i.e. Mac) and on other PCs (without Nvidia card/drivers).

Our internal testing included various Win 7 machines with numerous Nvidia cards/drivers but we never found a reproducible case. We reported the issue to Nvidia at the time but they didn't find any incompatibilities between our products either.

We will re-open this case and track it again during our new testing. We will also reach out to Nvidia once we can gather more details and hopefully figure it out once and for all.

Stay tuned...
Photo of Chris Meyer

Chris Meyer

  • 10 Posts
  • 2 Reply Likes
PS. I didn't realize that "ColdFusion Developer" reached out to support directly before I responded. Anyway, all Extensis efforts are coordinated now and we will be tackling this issue more closely.

Thanks
Chris
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 813 Reply Likes
Glad to hear you're on the case. This one had us scratching our heads until someone noticed that the font plugins were involved.
Photo of Chris Meyer

Chris Meyer

  • 10 Posts
  • 2 Reply Likes
At this point in our testing we are confident the issue lies between our plugin and the Nvidia drivers.

Our developers have been able to repro the problem and are continuing to investigate possible causes.

Thanks all for sharing your details and most importantly, thanks "ColdFusion Developer" for reaching out directly and providing us with the details we asked for. It's been extremely helpful in our investigation and I am hopeful we'll have promising news to share soon.

Stay tuned...

Cheers,
Chris
Photo of ColdFusion Developer

ColdFusion Developer

  • 7 Posts
  • 1 Reply Like
You're very welcome. Thank you for listening and working with us to come up with a solution for this issue. Hopefully it won't be too difficult to fix. If you need any additional information please let me know.

Dave
Photo of Fishwing

Fishwing

  • 2 Posts
  • 0 Reply Likes
Any suggestions for those that don't have Weblink or SuitCase plugins installed? Sometimes I will have to force quit Photoshop CS6 because the Save For Web dialog hangs. More often than not, it takes anywhere from 10 seconds to a minute to load the dialog. File sizes are small and almost always png.

Thanks,
K
Photo of ColdFusion Developer

ColdFusion Developer

  • 7 Posts
  • 1 Reply Like
@Fishwing,
Sounds like you're using Photoshop for Mac? What is your hardware setup including video card make/model?
Photo of Fishwing

Fishwing

  • 2 Posts
  • 0 Reply Likes
You are correct, CS6 Photoshop for Mac. Here's my setup:
Mac OS X
Version 10.7.5
2.4 GHz Intel Core i7
16 GB 1333 MHz DDR3
AMD Radeon HD 6770M 1024 MB

Thank you for your quick response.

~K
Photo of ColdFusion Developer

ColdFusion Developer

  • 7 Posts
  • 1 Reply Like
Earlier in this thread we found a connection between NVIDIA cards, the Extensis Plugins, and Photoshop for Windows. It sounds like your issue may pertain to something else. I think if I were in your shoes I would start a new thread so see if anyone else with your similar configuration is also having problems.
Photo of Chris Meyer

Chris Meyer

  • 10 Posts
  • 2 Reply Likes
Hello all,

I wanted to check in so you all know we're still monitoring this forum and still working to find a resolution for your issue.

The Suitcase Fusion plugin dev team continues testing to find the root cause. I'm not sure how long it will be but I promise to update this forum as soon as I have more promising news.
Photo of Chris Meyer

Chris Meyer

  • 10 Posts
  • 2 Reply Likes
Hello again,

It's been a while since my last post so I wanted to provide you with an update.

I apologize I don't have more concrete info to report today. However we are planning this fix to be included within the next release of Suitcase.

I will provide the release date timeframe as soon as it's confirmed. I will also make prerelease versions available to those affected when applicable.

Thanks for your patience.
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 764 Reply Likes
Yay!
Photo of Chris Meyer

Chris Meyer

  • 10 Posts
  • 2 Reply Likes
Hello all,

Here is the latest update on our upcoming release schedule:

For those wishing to upgrade to Adobe Creative Cloud - Suitcase Fusion 5 will be available this week and will include Adobe Creative Cloud plugins, new features and other product enhancements. This issue has been resolved along with a few other plugin related bugs. Suitcase Fusion 5 will be a paid upgrade.

For current Suitcase Fusion 4 users - Extensis is planning to release a free update for Suitcase Fusion 4 addressing this and a few other plugin related bugs. I expect the update to be available for download within the next few weeks.

I will update this forum once it's posted to our website.

We apologize for the inconvenience and appreciate your patience.

Cheers,
Chris Meyer
Extensis Suitcase Product Team
Photo of Doug Ordway

Doug Ordway

  • 1 Post
  • 0 Reply Likes
I'm having this same issue. I don't have "Font Suitcase". What other application could be causing it?
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 813 Reply Likes
Another font manager could cause similar slowdowns.  Or any other utility that interferes with basic UI and file operations (antivirus, backup, etc.).
Photo of Diko

Diko

  • 77 Posts
  • 9 Reply Likes
SF 6 on CC 2015 un-ticking the plugin on both PS and AI doesn't help. Major slow down on starting Both Adobe Apps. 
(Edited)