Slow service from Document Services API

[Philipp5FD4]

Hello, 

We are having problems with periodic times of slow service. Since these are not individual outliers, but all conversion requests suddenly taking minutes, we don't think it is due to the documents been converted at the time.

Especially since earlier this morning, we see that a conversion might take more than 5 min in average (we see ranges of 3 min up to 17 min). As we are currently increasing the traffic we send to using the pdf conversion, we would like to ensure these wait times can be reduced. 

Could you help us understand what might be the reason for this?

Thank you for your support.

[Raymond Camden]

Hi, I'm sorry for the delay in responding. Those times absolutely sound off. Are you still seeing them? In a quick test I just did I definitely saw much quicker times. 

[CambrianLeon]

I can confirm we are seeing similar 'slow' responsed on conversions.This is a recent issue, as a few weeks ago (the last time I personally ran a test), it was seconds and not minutes.

Happy to provide code/file examples for you to test. How do we progress this - very frustrating for our users?

Thanks,

Leon

[Philipp5FD4]

Hi,

Thanks for your reply.

Yes we still see these high conversion times.

We are using the C# SDK and perform our timing aroung the following code:

// startTimer

var result = exportPdfToDocxOperation.Execute(_context);

// endTimer

I have gathered some requests with timestamps where we see long conversion times:

A pdf file of 2886674 bytes took 669284 ms at 2021-11-10T02:15:21.0344493+00:00

A pdf file of 1477699 bytes took 552210 ms at 2021-11-10T02:15:43.2030339+00:00

A pdf file of 4555307 bytes took 507165 ms at 2021-11-10T02:15:59.4767252+00:00

A pdf file of 244082 bytes took 532975 ms at 2021-11-10T02:16:01.4914782+00:00

Hope this helps. Please let me know if you need further information.

[Raymond Camden]

Any chance you can share one or more of those source PDFs? You can email them directly to jedimaster@adobe.com.

[CambrianLeon]

Hi there,

I have just e-mailed an example file.

Thanks,

Leon

[Raymond Camden]

I can confirm the time issue (using Node.js). Doing some investigating. As an FYI I'm currently on the road so I may be a bit slow to respond. (I'm not the only Adobian here, but just just letting you know. 🙂 

[CambrianLeon]

Great, thanks for the speedy response - glad it's helped to find an issue.

[Raymond Camden]

I've heard back from engineering. The problem was identified and corrected. I can confirm it's running much quicker for me. Please let me know if you don't see it working better for you.

[CambrianLeon]

I can confirm that it is back to 'normal' - around 5-10 seconds for a conversion. 

Great result, please pass on my thanks to the engineering team.

[Philipp5FD4]

Hi,

We can also confirm that the conversion is now much faster.

Thanks for looking into this.