Leigh

Welcome to the forum Michaela Can you try restarting your machine and then try reinstalling the app again? If you continue to get the Setup Failed message, please attach your setup log file to this thread.

@lbnkorea If you have 1.8.3 installed can you try the following: Press the Windows Key + R on your keyboard to open the Run dialog and then type CMD and press Enter. This will launch Command Prompt. *Presuming you have the app installed in the default location, type in cd "C:\Program Files\Affinity\Photo\" and press Enter. Now type Photo --disable-font-preview-cache and press Enter - the app will now launch. Do you still have the same issue?

This is now an FAQ Thanks @carl123

After launching the app you may notice the app's Welcome screen is missing content and the Affinity logo is displayed instead. This can be caused by your firewall blocking the app from connecting to the internet. If you've temporarily disabled your firewall or added our apps to your firewall's whitelist, please try the advice from @carl123 mentioned here:

Hi Paul Mc, sorry for not replying sooner, i've been on holiday and we're extremely busy at the moment. Does this help: Slices Name.mov

Unfortunately, i've not been able to replicate this issue when using the same fonts. I will check with our QA/Developers to see if they have any further suggestions. I'll keep you updated.

AFAIK, it's not been changed. It's was changed because of user feedback but @Chris B logged it with the developers and i'll bump it again.

Welcome to the forum Paul Mc Have you tried using the User Variables to add your specific filename?

They appear to be working for me. They're hosted on Vimeo and I know that some countries block this website.

If you're getting the below message when validating your product key, please run the app as an Administrator by right clicking the app's shortcut and selecting Run as Administrator. You should now be able to validate your Product Key.

Microsoft recommends installing this app from the Microsoft store If you've purchased Affinity from the Affinity Store you may get the below message when trying to install the app: To stop this message from appearing when trying to install our apps, please read the following support article on Microsoft's website: https://support.microsoft.com/help/4458596/windows-10-change-your-app-recommendation-settings

Thanks for the update. We haven't made any changes to the installer since 1.7.2 so it looks like it's something on your machine that is causing the issue.

@matic Can you try something for me? What happens if you try and run the installer for the previous version? Does it show the window that asks to repair or uninstall the app? https://store.serif.com/en-gb/update/windows/designer/1/

Well, I'm happy you've got the app installed but I'm not sure why the normal way isn't working to be honest. I will mention it to our developers to see if they have any idea. I will keep you posted. Thanks for keeping us updated 👍

Can you enter your email address and PK and then click create and then save the .msi to your desktop. You can then use the command shown in the above screenshot to install. I'm interested to know what happens.

Thanks for trying Matic. It's still failing at the same spot in the log file. Can you try one more thing for me? Can you press the Window Key + R to bring up the Run dialog. Once open, drag the setup .exe into the this dialog so the file's location is listed. Can you then add /extract to the end and press OK. What happens? For example: c:\affinity-designer-1.8.3.exe /extract

What Walt said Also, you could try creating a new test user account on the machine to see if that allows you to install our app and perhaps get the other apps working too.

If you purchased your Affinity app from the Affinity Store, your licence details will be stored in an .xml file which can be found in the below locations, depending on the operating system you're using. Deleting the Licence.xml file will remove the licence details used by the app prompting you to re-enter your licence details when you next launch the app. Windows: C:\ProgramData\Affinity\{APPNAME}\1.0\licence.xml or C:\Program Files\Affinity\{APPNAME}\licence.xml macOS: /Users/{USERNAME}/Library/Group Containers/6LVTQB9699.com.seriflabs/{APPNAME}/licence.xml If you're having problems navigating to one of the the above folders, try the following: On Windows: Open the Run window ( Win + R ) and enter the above path or use the address bar in File Explorer enter the above path and press Enter. On macOS: Open Finder and press SHIFT + CMD + G and enter the above path.

Yea that's better, thanks! I've just had a look and I can see that SetupUI.exe is crashing but it's pointing to ntdll.dll being the issue. I can also see that other apps have also been crashing too due to ntdll.dll. Have you experienced any issues with other apps not opening correctly recently?

It should be an .evtx file. Is it possible to try again by going to EventViewer and in Windows Logs, Right click on Application and select Save All Events As.. making sure to keep the .evtx file type.

It looks like it could be stopping before it accesses .NET Framework. You could try updating .NET framework to 4.8 to see if that works and you could also check EventViewer to see if anything is listed:

When you install our apps on windows they store their licence information in an XML file called licence.xml in C:\ProgramData\Affinity\{APPNAME}\1.0\ Deleting this file will make the app ask for your Product Key when you next start the app.

Heureux d'apprendre que vous l'avez trié 👍

Bienvenue sur le forum Il semble que vous ayez téléchargé une ancienne version. Nous en sommes maintenant au 1.8.3. De quel site Web l'avez-vous téléchargé? Je vous suggère de télécharger directement depuis notre serveur.

Happy to hear you've sorted it 👍