Tropy Freezing Constantly

Troubleshooting
1

Dear All,

Since the latest Tropy update, 1.4.4, the program keeps freezing. I have to quit and restart Tropy to get it working again, which it does for a few minutes before freezing again. The freezing occurs when I zoom in or out on a document. Any remedy for this will be greatly appreciated!

Quick technical note: I’m running Mojave 10.14.3.

2

Could you send us your project.log file when the error occurs?

The easiest way to get the log file is to start Tropy, select Help -> Show log files from the menu (this will open Finder on your Mac; just leave it open and switch back to Tropy), use Tropy until the issue occurs, then switch back to finder and copy the project.log file and post it here. This may help us figure out what is happening.

3

The same thing is happening to me running the identical operating system.

4

project.log file

{“dpx”:2,“environment”:“production”,“locale”:“en”,“system”:“Darwin 18.2.0 (x64)”,“version”:“1.4.4”,“level”:“info”,“message”:“log.init 1.4.4”,“label”:“project”,“timestamp”:“2019-03-29T18:08:52.353Z”}
{“level”:“verbose”,“message”:“initializing project window…”,“label”:“project”,“timestamp”:“2019-03-29T18:08:52.423Z”}
{“level”:“verbose”,“message”:“opening db /Users/mbvm/Library/Application Support/Tropy/ontology.db”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.294Z”}
{“level”:“verbose”,“message”:“restoring recent@tropy…”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.297Z”}
{“level”:“verbose”,“message”:“restoring settings@tropy…”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.305Z”}
{“level”:“verbose”,“message”:“restoring ui@tropy…”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.306Z”}
{“level”:“verbose”,“message”:“recent.restore #1”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.306Z”}
{“level”:“verbose”,“message”:“settings.restore #2”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.307Z”}
{“level”:“verbose”,“message”:“ui.restore #3”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.307Z”}
{“level”:“verbose”,“message”:“project ready after 1027.6ms (879.6ms)”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.313Z”}
{“level”:“verbose”,“message”:“keymap.update #4”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.325Z”}
{“level”:“verbose”,“message”:“intl.update #5”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.347Z”}
{“level”:“verbose”,“message”:“project.open #6”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.347Z”}
{“level”:“verbose”,“message”:“opening db /Users/mbvm/Dropbox/Apps/Tropy/IOW.tpy”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.349Z”}
{“level”:“verbose”,“message”:“opening db /Users/mbvm/Library/Application Support/Tropy/ontology.db”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.681Z”}
{“level”:“verbose”,“message”:“opening db /Users/mbvm/Library/Application Support/Tropy/ontology.db”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.681Z”}
{“level”:“verbose”,“message”:“opening db /Users/mbvm/Library/Application Support/Tropy/ontology.db”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.682Z”}
{“level”:“verbose”,“message”:“plugins scanned: 0”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.683Z”}
{“level”:“verbose”,“message”:“plugins loaded: 0”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.683Z”}
{“level”:“verbose”,“message”:“opening db /Users/mbvm/Dropbox/Apps/Tropy/IOW.tpy”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.696Z”}
{“level”:“verbose”,“message”:“ontology.load #7”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.758Z”}
{“level”:“verbose”,“message”:“project.opened #8”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.786Z”}
{“level”:“verbose”,“message”:“restoring nav@69956bfa-f628-4ff0-8529-bff268b93649…”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.795Z”}
{“level”:“verbose”,“message”:“restoring notepad@69956bfa-f628-4ff0-8529-bff268b93649…”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.795Z”}
{“level”:“verbose”,“message”:“restoring esper@69956bfa-f628-4ff0-8529-bff268b93649…”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.796Z”}
{“level”:“verbose”,“message”:“restoring imports@69956bfa-f628-4ff0-8529-bff268b93649…”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.800Z”}
{“level”:“verbose”,“message”:“restoring sidebar@69956bfa-f628-4ff0-8529-bff268b93649…”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.800Z”}
{“level”:“verbose”,“message”:“restoring panel@69956bfa-f628-4ff0-8529-bff268b93649…”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.801Z”}
{“level”:“verbose”,“message”:“nav.restore #9”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.801Z”}
{“level”:“verbose”,“message”:“notepad.restore #10”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.821Z”}
{“level”:“verbose”,“message”:“esper.restore #11”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.825Z”}
{“level”:“verbose”,“message”:“imports.restore #12”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.831Z”}
{“level”:“verbose”,“message”:“sidebar.restore #13”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.833Z”}
{“level”:“verbose”,“message”:“panel.restore #14”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.838Z”}
{“level”:“verbose”,“message”:“history.drop #15”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.841Z”}
{“level”:“verbose”,“message”:“list.load #16”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.844Z”}
{“level”:“verbose”,“message”:“tag.load #17”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.849Z”}
{“level”:“verbose”,“message”:“item.load #18”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.853Z”}
{“level”:“verbose”,“message”:“opening db /Users/mbvm/Dropbox/Apps/Tropy/IOW.tpy”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.861Z”}
{“level”:“verbose”,“message”:“photo.load #19”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.861Z”}
{“level”:“verbose”,“message”:“opening db /Users/mbvm/Dropbox/Apps/Tropy/IOW.tpy”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.863Z”}
{“level”:“verbose”,“message”:“metadata.load #20”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.863Z”}
{“level”:“verbose”,“message”:“selection.load #21”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.865Z”}
{“level”:“verbose”,“message”:“note.load #22”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.867Z”}
{“level”:“verbose”,“message”:“list.load #23(16) Δ31ms”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.875Z”}
{“level”:“verbose”,“message”:“tag.load #24(17) Δ42ms”,“label”:“project”,“timestamp”:“2019-03-29T18:08:53.891Z”}
{“level”:“verbose”,“message”:“item.load #25(18) Δ183ms”,“label”:“project”,“timestamp”:“2019-03-29T18:08:54.036Z”}
{“level”:“verbose”,“message”:“metadata.load #26(20) Δ322ms”,“label”:“project”,“timestamp”:“2019-03-29T18:08:54.185Z”}
{“level”:“verbose”,“message”:“photo.load #27(19) Δ656ms”,“label”:“project”,“timestamp”:“2019-03-29T18:08:54.517Z”}
{“level”:“verbose”,“message”:“selection.load #28(21) Δ744ms”,“label”:“project”,“timestamp”:“2019-03-29T18:08:54.609Z”}
{“level”:“verbose”,“message”:“note.load #29(22) Δ815ms”,“label”:“project”,“timestamp”:“2019-03-29T18:08:54.682Z”}
{“level”:“verbose”,“message”:"*search query took 847ms",“label”:“project”,“timestamp”:“2019-03-29T18:08:54.716Z”}
{“level”:“verbose”,“message”:“qr.update #30”,“label”:“project”,“timestamp”:“2019-03-29T18:08:54.716Z”}
{“level”:“verbose”,“message”:“idle.idle #33”,“label”:“project”,“timestamp”:“2019-03-29T18:13:43.166Z”}
{“level”:“verbose”,“message”:“cache.prune #34”,“label”:“project”,“timestamp”:“2019-03-29T18:13:43.168Z”}
{“level”:“info”,“message”:“pruning cache 69956bfa-f628-4ff0-8529-bff268b93649”,“label”:“project”,“timestamp”:“2019-03-29T18:13:43.172Z”}
{“level”:“verbose”,“message”:“cache.purge #35”,“label”:“project”,“timestamp”:“2019-03-29T18:13:43.173Z”}
{“level”:“info”,“message”:“purging cache /Users/mbvm/Library/Application Support/Tropy/cache”,“label”:“project”,“timestamp”:“2019-03-29T18:13:43.178Z”}
{“level”:“verbose”,“message”:“cache.purge #36(35) Δ5ms”,“label”:“project”,“timestamp”:“2019-03-29T18:13:43.178Z”}
{“level”:“verbose”,“message”:“cache.prune #37(34) Δ64ms”,“label”:“project”,“timestamp”:“2019-03-29T18:13:43.231Z”}
{“level”:“verbose”,“message”:“idle.active #38”,“label”:“project”,“timestamp”:“2019-03-29T18:14:03.057Z”}
{“level”:“verbose”,“message”:“item.open #40”,“label”:“project”,“timestamp”:“2019-03-29T18:18:05.478Z”}

5

this is also happening to me, same os.

some of my images have a triangular/caution icon in the bottom right-hand corner and will not open individually. i’ve tried looking for updates, even downloading a new version of the application.

6

@hvrana the triangle icon means that Tropy cannot find your photo anymore, presumably because it was moved. You can right-click on the photo in the photo panel (not the item) to consolidate the photo (this will prompt you to select the photo location from your hard drive). If a photo is missing it won’t show up in the item view. But this is unrelated to Tropy freezing when you zoom into a photo.

@woodpigeon thank you for posting the contents of the log file; there is no error shown here, but the last action was opening an item (i.e., switching to item view) – did you open an item and the whole application just shutdown at that point?

7

I am also having this problem. I open Tropy, select an item (move to item view), zoom in on the document, and the application freezes. I have tried selecting “Keep Waiting” a number of times but it never “comes back.”

I am running the most recent version of macOS Mojave (10.15.5). Here is my project.log file when the event occurs. project.log (8.2 KB)

8

Can you try enabling ‘Developer Mode’ in the preferences and then, back in the project window, open the developer tools via Cmd+D (or using the Developer menu), and run the following snippet in the console to see if it returns true:

PIXI.utils.isWebGLSupported()

9

Yes. The code snippet returns TRUE.

10

Thanks!

This means that my hypothesis for what might have been causing this issue does not pan out. I’ve not been able to reproduce this myself, so I’ll have to collect more information to try and pin this down.

  • Does the freeze happen when you zoom in or out or both?
  • How do you zoom? Using the trackpad, a mouse, the keyboard short-cuts, the slider or the plus/minus buttons in the toolbar?
  • Does this happen every time you zoom an item? Or does it happen only for specific items/photos?
  • What image format are the original photos?
11
  • It appears to be freezing when I am zooming out. It usually goes that I initially zoom in and then back out to adjust.
  • I am using the laptop’s touchpad to zoom. Though, I also have used an Apple mouse.
  • It doesn’t happen every time. It almost appears random. It has with a number of different images.
  • All of my images are in .jpg and fairly large in size (2400 X 3075).
12

Thanks!

This really sounds to me like we have a race condition somewhere in zoom event handling; we haven’t been able to reproduce this yet, but we’ll try to figure it out.

Meanwhile, if you notice anything else, it’s much appreciated if you could let us know.