Why is Bridge 6.2 behaving so badly?

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  • Problem
  • Updated 2 years ago
  • (Edited)
System:  Intel Core  i7 w/ 12 Gigs Ram  NVidia GEForce 9600 GT GPU

Windows 10 pro 64bit

Performance Issue:

Launch Bridge – No other applications running.   Initially,
Bridge variably tags the CPU @ 0.5 to 1.5% of capacity both while navigating from
folder to folder and also while the computer is sitting idle.

Over the course of 10-20 minutes regardless of Bridge being
used or it being left sitting idle, CPU usage by Bridge increases to a top end
variable of between 9-14% of CPU capacity. 
At this point CPU usage stabilizes at that level, but Bridge performance
becomes sluggish to the point of taking 2-4 seconds to navigate from folder to
folder or execute a menu command.

If the system is left in this state overnight,  the CPU performance remains stable at 9-14%, but
performance lags as much as 7-8 seconds to navigate from folder to folder or to
execute menu commands.  All other
software launched on the system at this point works flawlessly.  I can use Windows explorer to navigate my
folder structures with instant response even while Bridge labors.

Bridge is the only piece of software on the system with
performance issues.

The only workaround is to exit and restart Bridge.

As much as 6 months ago when I was still using Windows 7
pro, I spent several hours on the phone with a number of first level Adobe tech
support staff  who couldn’t say what was
wrong and promised a call back from second level support.  That call never came.

I was planning to upgrade to Windows 10 soon and decided to
suffer in silence, restarting Bridge every 15-30 minutes.  I upgraded to Windows 10  two weeks ago and the same issue
persists. 

Last week I spent 6 hours on the phone with three different
first level Adobe tech support “professionals” whose only expertise I could determine
was having the ability to remote into my computer and follow a  predetermined flow-chart of things I’d already
tried.  After climbing around inside my
system and changing a bunch of settings, still no change in performance. 

I was even told at one point that having a dual monitor
setup with only 512 megs of GPU ram was the problem and that I should disconnect
the second monitor and test again.  This,
of course, was an absurd statement, but I did it anyway even though I kept
pointing the technician at the gradually increasing CPU use while the GPU was
not being touched at all. Of course, no joy.

The third technician I spoke to spend about an hour and a
half remoted into my system and after no solution, promised a call back from a
second level support person after he collected all the technical statistics of
my system. I still haven’t heard back from them.

Over the weekend, in frustration, I completely removed
Bridge from my computer, deleted all cache files and saved only my large
collection of custom Bridge workspaces, and then  re-installed Bridge.

STILL no change in behavior.

No other piece of software on my system sits idle while
using anything more than 0.1% of CPU capacity. 
Photoshop on idle = 0% of CPU -- Lightroom on idle = 0% -- Premier Pro =
0-0.1%  Acrobat 9.0 = 0%  Microsoft Outlook – 0.1%   etc..etc...etc....

During the time it took me to write this post, Bridge
(sitting idle) went from 0.5% of CPU to 12-14% of CPU and the time it takes to
navigate from folder to folder or execute menu commands is now about 3-4
seconds.

Is Chris Cox in the house? 
What the devil is going on here? 
Hina Naqavi, one of two Adobe Product Managers in charge of Bridge extols
the newly revitalized Bridge CC 6.2 here: http://blogs.adobe.com/creativecloud/bridge-reloaded/

Why am I still experiencing woeful performance from the second
most used piece of software on my system?  The only application I use more than Bridge is
my internet browser.

A little help here please?
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Bruce Van Inwegen

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Posted 2 years ago

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Chris Cox

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Hmm, I can't reproduce the idle CPU issue. But there might be something about your system or files that triggers it, which I just don't have on my system.

Do you have a lot of video files that you work with?

Do you browse files on a network fileserver?
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Bruce Van Inwegen

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Hi Chris,

The answer to your first question is somewhat, but they are not stored on the boot drive on which Bridge resides.

The answer to your second question is yes, but these are on an external USB 3.0 drive and even when this drive is disconnected from the system, the performance is identical.

I can do a cold restart, launch Bridge, and then walk away from the system without accessing a thing and the performance is identical.  25 minutes later I have to shutdown and relaunch Bridge just to get back to the nominal performance that occurs on initial launch.

Bruce
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Chris Cox

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Ok, we'll have to see if we can reproduce the behavior.
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Bruce Van Inwegen

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Hey Chris,

A week ago today was when I spent 6 hours on the phone with 3 different Adobe support staff and at the end of the last call was told that my difficulty was going to be elevated to a second tier of support and that someone would get back to me within 48 hours.  Since it was a Friday, I assumed they would skip the weekend and I planned on hearing from them by end of day Tuesday the 23rd.  When that didn’t happen I called back end of day Tuesday, gave them my case number and asked when I should expect a call. 

Answer: “We don’t know.  They are still looking at your case”.

Wendnesday 2/24/16  6:30 PM  I receive an email from Adobe asking when  I would be available for a phone conversation about my case.  I logged back in to the Adobe Support Portal and updated my case stating that I would be available all day Thursday 2/26/16 for a call back.

No response yesterday.

It’s now noon CST Friday the 26th, here and I just called Adobe again to ask about the status of the escalated tech support issue and why I didn’t receive a call back yesterday during the hours I made available.

Result from first level support:  “Let me see if I can help you with this issue.  May I remote into your system?”

Lather, rinse repeat.  It’s been a week since I was told that I would be contacted about my issue by a second level tech support staffer within 48 hours.  It’s been 36 hours since I was asked when I would be available to be reached by Adobe support.

Chris,  I’m the guy who spends hours using every skill I have to solve a problem and exhausts every internet resource I can think of to resolve an issue like this. Usually I’m able to find a fix. 

I only call tech support when I’ve run through everything I can think of to solve a problem.

Almost without exception every time I’ve attempted to contact Adobe about a technical challenge that I haven’t been able to resolve on my own, I end up wasting enormous amounts of time while first level tech support drones remote into my system and drag me around a cul-de-sac of stuff I’ve already done.

Without exception all of these support people say they are sorry for my difficulties, though it doesn’t seem to me that any of them really are.  It’s pretty obvious that they have only been trained to say that they are.

I understand the idea that a company such as yours gets an uncountable number of tech support questions from idiot who haven’t lifted a finger to try and figure out things for themselves and who call Adobe as a knee-jerk reaction to every little thing.

There really needs to be a portal for those like me who take the time to attempt to work the problem and learn something from the experience, and solve the problem BEFORE calling tech support.  That way when we call with a REAL problem, we don’t get dragged through a process that was designed by geniuses for execution by idiots.

There should be an escape hatch in the tech support flow-chart that can separate the lazy from the diligent, and respect the diligent by knowing that they’ve tried hard NOT to call tech support.

It’s been a week, and I have a repeatable problem that no one at Adobe seems to care at all about.

Why am I not surprised?

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Bruce Van Inwegen

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Seriously, I just tried to post this update and it didn't go through the first time?

I just got a call back from Adobe tech support and that person attempted to lead me through a process that I tried long before I called Adobe in the first place, and which three tech support "specialists" tried on my system last Friday, and that I did over last weekend when I uninstalled Bridge, deleted all the cache files and reinstalled Bridge accepting every default setting it asked me for.

Chris, would you be mad if you were sitting in my chair right now?  I'm sure the tech support person I just talked to is shopping for asbestos underpants about now.
(Edited)
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Bruce Van Inwegen

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Chris,

An update here.  The tech support person who called me back at 1:00 PM yesterday and tried to lead me down the same road I'd been through on my own and with three subsequent tech support people a week ago, told me that I'd get a callback from second level tech support within two hours.

It's a day later......of course.....nothing from Adobe.

Chris, can you explain any of this?  Is there any good reason that I should have to endure this sort of treatment as a long-time loyal user of Adobe products?  Heck even a short-term user of an Adobe product should be treated with more respect than this.

Bruce
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Chris Cox

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Do you have a case number for your tech support adventures?  If so, we can try to figure out what happened.

As for background CPU time:  Bridge is idling at 0.1 to 0.4 % CPU in the background, after running for several days on a directory that I keep modifying.
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Bruce Van Inwegen

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Hi Chris,

Case # 0187514733

This has been a nightmare.  Today, I've uninstalled and reinstalled Bridge twice, removing all preferences and deleting the old Cache only to find exactly the same performance issue. 

Last night, before I went to bed, I did a cold re-start of my system, Launched Bridge to an empty folder and went to sleep.

This morning, Bridge was banging my CPU to the tune of 10-15% and when I tried to navigate a set of folders, Bridge was lagging upwards of 7-10 seconds before responding.

This is NOT a cache issue, since it happens even with a newly created, EMPTY cache.  However, every tech support person who I've talked to has focused amost exclusively on the cache.

After over 8 years as a Bridge pre-release tester and thousands of hours working with various incarnations of Bridge, I've done all the typical stuff that first level tech support people try to walk me through, but who don't seem to have read the history of this case number.

A week ago Friday, I had a first level tech support person come into my system acquire all the technical specifications of my system, and all the change logs.  The "second level" tech support person who contacted me yesterday at 1:00 PM acted like he hadn't even seen this data.

My patience is really being taxed here.  There isn't another piece of software on my system that behaves this badly.

I hope this helps you, and that you can find a way to help me solve this issue.  I use Bridge every day, all day long and I'm weary of having to reboot it every half hour or so.

Bruce



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Steve Sprengel, Champion

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Even if it isn't a cache issue, what are your cache settings, incase this is part of the issue, not what's in or not in cache, but Bridge thinking it needs to do something with it.

Also what scripts do you have loaded?

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Steve Sprengel, Champion

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I'm suspicious that Bridge is set to purge cache after 30 days and is doing that and something is not right, resourcewise, in that code or some other code that runs when Bridge is idle.

What are your Cache preferences in Bridge and is Bridge accessing any files as it's using CPU? You can use the Resource Monitor app linked from the Performance Tab in Task Manager and select the Bridge.exe process, specifically.

I don't use Bridge that much, and have it open on a folder with one raw photo with the without having any idle-cache-purging selected, but I'm seeing less than 0.05% CPU average after a few minutes.  I'm guessing you'll see a lot more activity in Resource Monitor and maybe even files being opened and closed.

(Edited)
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Steve Sprengel, Champion

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After an hour of being idle, still open on the folder with one photo, Bridge's average CPU time in Resource Monitor is listed a 0.01%.
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Bruce Van Inwegen

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I have the same cache settings as you have here except I have the cache size set about 1/3 larger.  I've also tried disabling all the startup scripts.

Bridge can sit idle pointed at an empty folder and the result is the same.  CPU usage gradually rises to 10-15% over time and navigation from folder to folder rises from virtually instant when first launched to 10-15 seconds after about 2-3 hours.

The computer sits idle during this testing sequence.