Intermittent "Document cache info is not found" Error in Production

Problem reported by Kavindu Shavinda - 9/19/2025 at 1:46 AM

Resolved

Hi,

We're experiencing intermittent cache issue in our production environment when users attempt to open recently uploaded documents multiple times.

Environment: ASP.NET WebForms, DocumentUltimate 7.6.6

Exception message: Document cache info is not found.

Stack trace:

at GleamTech.DocumentUltimate.Caching.DocumentCache.LoadCacheInfo(FileCacheKey cacheInfoKey, Boolean throwIfNotExists, Boolean ignoreDeserializationErrors)

at GleamTech.DocumentUltimate.AspNet.UI.DocumentViewerHandler.OpenPdf(String stateId, String cacheInfoKey, String attachmentInfo)

We would greatly appreciate your response.

Thank You.

2 Replies

Reply to Thread

Cem Alacayir Replied

10/20/2025 at 1:58 AM

Employee Post

Do you change any of the settings CacheMaxAge, CacheWaitTimeout, CacheAutoTrimInterval in DocumentUltimateWebConfiguration.Current or a custom instance of DocumentCache ?

Cem Alacayir Replied

10/21/2025 at 4:43 AM

Employee Post Marked As Resolution

We have new release for improvements regarding this, Version 7.8.0 - October 20, 2025:

Improved: Set minimum value limits for DocumentCache settings to prevent unnecessary Document cache info is not found
errors due to user misconfiguration (e.g. thinking they can disable cache by setting zero
or low values but cache is required for correct operation of DocumentViewer).
The error happened due to very early trimming of the cache especially when multiple users.
- MaxAge -> The minimum value is 10 minutes.
- WaitTimeout -> The minimum value is 2 minutes.
- AutoTrimInterval -> The minimum value is 5 minutes. The default value is now changed from 20 minutes to 15 minutes
  mainly because IIS AppPool default idle-timeout setting is 20 minutes so we ensure the auto-trim is run before app shutdown.
Improved: Overwrite existing CacheTrim.log if it was created before DocumentCache.MaxAge to avoid very large log files.

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