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When a user reports "loud fans" and/or high CPU usage

We are seeing some reports of computer fans being very loud (or "it sounds like a jet engine taking off!") when using/uploading to Pic-Time.

Please follow the steps below:

  1. Do they complain about loud fans or the high CPU? (needed for T2 ticket)
  2. Ask them to describe the flow they work - does the problem happen during or after a sleep; does it happen when they upload files or does it happen when there is no upload etc. (needed for T2 ticket)
  3. Go to the user's account in CS, click on 'Uploader Info', go to the Uploader they are using and click 'Advanced Options (T2)'. Click 'Set Debug'.

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3. Does the problem happen right now? If it does - Ask them to open the Activity Monitor -> Go to "CPU" tab -> search for "Pic-Time Uploader" -> Go to the top menu -> View -> Columns -> Select the columns exactly like in the screenshot below, then screenshot and send it to you. Important to have the bottom part of the memory tab in the screenshot as well

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  1. Move to the "Memory" tab in the Activity Monitor -> Go to the top menu -> View -> Columns -> Select the columns exactly like in the screenshot below, ask to screenshot and send it to you. Important to have the bottom part of the memory tab in the screenshot as well

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  1. If it doesn't happen right now - ask them to perform the steps 3-4 at the moment the issue happens and send it to us.
  2. Create a ticket for Tier 2, and send all of the info collected including all the screenshots.



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