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Dec 5, 2016

Re: Sound touch helper constantly running and using system resources

Hi NoUse,

 

Thanks for the post.  There has not been much movement on this issue, since I haven't been able to collect log files while this issue is happening.  Are you able to do this for me?  If so it would be much appreciated!

 

Instructions for collecting logs are as follows:
 

On Windows PC:

 

  • If the SoundTouch application is running, close it
  • If the SoundTouch server is running, close it using Task Manager.
  • Right click on the SoundTouch icon on your desktop. Choose "Open file location"
  • In the window that opens, locate the shortcut called "SoundTouchL"
  • To open later more easily, you can temporarily move this app onto the user's desktop
  • Double click on the icon to start the program with logging
  • Logs will be saved in the SoundTouchLogs folder on your desktop

If we could grab those, I'll be able to escalate this up to engineering.

 

Best Regards,

Brandon  - Bose Support

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Dec 24, 2017

Re: Sound touch helper constantly running and using system resources

Hi Brandon,

Although your last request was to NoUse I also took the action to do the logging. Further I also did uninstall and install the software on my (old) PC as requested before. The last is not the solution. And even although all music is removed from the PC I still see sometimes heavy activity (>30% of CPU and > 60MB of RAM) of the SoundTouchHelper. Looking at the logging data it looks like it starts every 15 minutes again in analysing the same (non existing anymore) data. I recognize songtitles and see messages on the ones that are wma or wav-type instead of mp3.

Please contact me direct if you want to get hold of the log-data.

 

Regards,

Wil

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Re: Sound touch helper constantly running and using system resources

Hi Wil,

 

Thank you much for the message.  I'll send you a PM shortly.

 

Best,

Brandon - Bose Support

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Jan 14, 2018

Re: Sound touch helper constantly running and using system resources

I am new here looking for help.

I have aWindows PC runing 10Pro 64 bit. My C drive is an SSD. My music files are on another drive (F).

Whenever I start the SoundTouch app if ifind tht the SoundTouch helper app starts writing data to my SSD in

/C/Users/Steve/AppData/Local/Microsoft/Windows/INetCache/IM....

There are about 30 directories created there with names like "2U8AM36M, 34ZE62B2, 3ES0KW6C etc.

inside each directory are hundreds of files with names like..."

2U8AM36M:
WMP02224ec6-55ba-48e1-af20-85e1e7cec18f[1].jpg
WMP02e9cb8d-e7b6-4894-bffd-5f6c1a96f5b2[1].jpg
WMP0351a0da-490a-48a4-ad82-5b399fac296d[1].jpg
WMP05ccefcb-fed4-44d1-bfdf-462122d04611[1].jpg
WMP060deef0-cb0b-4dca-8e58-b60de357fbc8[1].jpg
WMP0752164e-7206-41d9-8094-3dd091426a0d[1].jpg
WMP0ba557bc-d7ca-4d68-a225-89b7f5e3fd55[1].jpg
WMP0c6f5cbd-3941-46ab-9395-753f4dab39e5[1].jpg
WMP0d99f104-dd48-4476-a79e-7fa44928b6aa[1].jpg
WMP0e86b5d6-a40f-423e-a712-277a617b06c5[1].jpg
WMP1457b90e-fdc5-4e52-9024-d69335013e1b[1].jpg
WMP1505724a-b46e-4193-8821-504ef6509cc2[1].jpg
WMP1be4b41b-502a-44af-ad16-8fdc35c1eb52[1].jpg
WMP1c8f4587-99ea-4f2a-bd5a-c244747350ae[1].jpg "

 

Since the path ends up being a hidden system directory you normally cannot see the files with windows tools. I used a Unix shell to be able to extract the information above.

I had my system slow down to a real slow crawl because this process filled up my SSD (240GB).

I wrote a script to delete all of the files in the suspect directories, saw they were empty. They remained gone until I started restarted SoundTouch.

I then watched them begin filling them up again, deleted them again, and see that the process is repeatable.

Stopping the Soundtouch helper app freezes the contents of the directories.

 

Any idea what is causing this to occur?

 

 

 

 

 

 

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Dec 24, 2017

Re: Sound touch helper constantly running and using system resources

Similarity I see is that my PC also has an SSD as C-drive and the music was on D-drive. My C-drive didn't get full.

I don't find the same directory but also on my PC hidden SoundTouch folders containing CD-cover images.

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May 8, 2018

Re: Sound touch helper constantly running and using system resources

Hi

 

Me too.  This morning 'helper' was using 60% of my CPU, see screenshot.  This can't be right.  I have a soundtouch 10 and a 20, neither were in use at the time.  I ran the soundtouchlog see screenshot2.  Sometimes this makes my laptop allbut unuseable.

screenshot2.jpg 

screenshot.jpg

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Re: Sound touch helper constantly running and using system resources

Hi steric1952,

 

Thanks for the post, and I'm sorry to hear about the issues you're having.

 

Does this issue tend to resolve itself, or do you have to kill the soundtouchhelper.exe task in order to restore functionality?

 

Do you have a music library you're using?   As well, what is the software version of your SoundTouch App?  If you open the ST app and go to Settings>About, the software version should be listed there.

 

Let us know if you have any questions.

 

Best,

Brandon - Community Support

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May 8, 2018

Re: Sound touch helper constantly running and using system resources

Thanks for coming back. To answer your questions:

No it doesn't resolve itself, it justs keeps running, killing SThelper means my laptop runs normally, but when I open the ST app SThelper reloads.

The library I use at the moment is MyMusic Library on my laptop (I am just about to install an NAS).

Software Version = Interface:18.1.6 - App Version:18.1.4 - Protocol Version 60

 

Hope this helps someone at BOSE to sort something, getting frustrated.

 

Steve

 

 

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Re: Sound touch helper constantly running and using system resources

Thanks for the info Steve.

 

Is this a Windows 10 computer?  Can you check to see if Windows Updates are current as well?

 

Has this been happening since the initial install of the SoundTouch App?

 

Best,

Brandon

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Jun 6, 2017

Re: Sound touch helper constantly running and using system resources

Same here: the helper starts on login, and every time I start the app, and can use up to 25% CPU (it's a 4 logical processor machine). THis is very recent. I can't be sure, but I have a feeling it started when updating to Win10 1803 recently. I realize others have seen the symptom before 1803 came out (last week?) though. I've had the SoundTouch software over a year and the last update was a while back.

 

No mobile devices are involved; I have the SoundTouch app installed on my wife's iPad (but never use it) and nothing on our phones. So we don't really need it?