"Not Responding" -- Waiting on Disk IO

[Matt Miller]

Version 6.4.1 (642) from the Windows Store.  Regularly the app hangs and goes into "Not Responding" according to Windows.  These hangs last from a few seconds to half a minute or so.  Usually during these times Task Manager will show the disk is 100% busy.  Even on an SSD in an 8th-gen i5 processor I get this behavior, but on a regular HDD the problem is much worse.  I have one vault with 395 items, and the trash is empty.  I have no file attachments.  I have 4 Win 10 PCs, and this problem is there to one degree or another on all of them.

Neither Android nor iOS have this problem for me.

[Garima Singh]

Hey @Matt Miller

Sorry for the inconvenience causing to you.

I have noted down the issue and forwarded it to the concerned team to look into this.

Thanks.

[Garima Singh]

Hey @Matt Miller

Thanks for the patience.

Unfortunately, our QA team could not reproduce the issue. Please share the below details so that they can investigate it again:

• Size of the Enpass database?
• Whether Vault is synced to any Cloud. If yes, then which cloud?
• Whether all 4 PCs being used are synced to the same common cloud account?
• At which point/scenario, app is getting hanged and how frequently?

Thanks.

[Matt Miller]

Thanks for asking for some details so you can troubleshoot this.

On 5/7/2020 at 1:46 AM, Garima Singh said:

Size of the Enpass database?

384 total items show, but there are some in the trash.  On disk, if I go to my backups folder, I see that each backup file is a bit over 1MB in size.

 

On 5/7/2020 at 1:46 AM, Garima Singh said:

Whether Vault is synced to any Cloud. If yes, then which cloud?

Yes, I sync using WebDAV.

 

On 5/7/2020 at 1:46 AM, Garima Singh said:

Whether all 4 PCs being used are synced to the same common cloud account?

Yes, all PCs and phones use this common account.

 

On 5/7/2020 at 1:46 AM, Garima Singh said:

At which point/scenario, app is getting hanged and how frequently?

It depends on the PC.  The older/slower the PC the more frequently it happens.  It seems to be related to that app syncing.  It seems that the hangs correspond to the sync icon in the upper left showing that that app is in the middle of syncing.

Again, whenever I see the hang and I go into Windows Task Manager I see disk I/O is at 100% or close to that, and Enpass is at or near the top of the IO list.

Thanks.

[Pratyush Sharma]

Hi @Matt Miller,

Thanks for sharing the details.

I have noted down this issue and notified the QA team to look into it.

Thanks for your co-operation.

[TheTraveller]

I'm facing same problem after upgrading to Win10 version 2004 last week. Desktop app needs to be launched 2 to 3 times before starting. My Enpass data base has got 164 entries, and I'm syncing via OneDrive.

[Garima Singh]

Hey @TheTraveller

Welcome to the forum!

Please share the following details so that we can investigate where the problem could be.

• On which device along with OS version are you getting this issue?
• Which Enpass version are you using on the same device?

Thanks.

[TheTraveller]

Hey Garima,

thank you for your reply.

I'm facing the described problem with the desktop/app version from Windows store which is 6.4.2 (662).

I'm also using Enpass on iOS devices, which are working fine.

[Garima Singh]

Hey @TheTraveller

Thanks for sharing the details.

I have noted down this issue and notified the QA team to look into it. Will get back to you if we need any other info or if we receive any update.

Thanks for your co-operation.