Jon W

That sounds like you're using the Crop tool in "Resample" mode. The other modes should just crop without resampling.

Just to add to Chris's recipe: hovering the pen over the document again should restore mouse responsiveness.

Only Photo and Designer so far.

To all users who have experienced this problem: please don't delete any fonts or rebuild the font cache. The current beta should fix the problem without doing that. If it doesn't, please let us know! Thanks.

It's OK, I've found the problem - on Windows 7 (and maybe also Windows 8), you'll need to copy some more files: api-ms-win-*.dll ucrtbase.dll Alternatively you could just install the Visual C++ Redistributable for Visual Studio 2015: https://www.microsoft.com/en-gb/download/details.aspx?id=48145 Thanks, Jon

OK, we've found the problem - there are some DLLs missing from the Common folder. We'll fix this in the next release, but for now you can fix it yourself by copying these files from the application folder to the Common folder (e.g. from "C:\Program Files\Affinity\Affinity Designer" to "C:\Program Files\Affinity\Common"): vcruntime140.dll msvcp140.dll Thanks, Jon

Jonopen, It doesn't matter whether Designer is running or not; the thumbnail handler is completely separate. Thanks for helping us look into this problem. There are a few more things we can try, which I'll post tomorrow. Jon

Hi Jeff, This sounds like there might be some blank thumbnails in your thumbnail cache. If you use the Windows "Disk Clean-up" utility to delete your cached thumbnails or the relevant drive, they should all appear. Assuming this fixes the problem, please let us know if it ever happens again. Thanks, Jon

Can anyone experiencing this problem please try the following (Jonopen, this is similar to what you already tried, but this is a new DLL so please try again). 1. Download and extract the attached file 2. Back up the existing file: C:\Program Files\Affinity\Common\Thumbnail.dll 3. Replace it with the one from the zip 4. Open a folder containing .afdesign or .afphoto files in Explorer. 5. Copy and paste one of those files to create a new file. A "Logging started" message should pop up. If it does... 5. Press <Windows>+R and type "%temp%\AffinityThumbnailHandler". This should open a folder in Explorer. 6. There should be some log files in there. If there are, please post them here. 7. Restore the old version of C:\Program Files\Affinity\Common\Thumbnail.dll Thanks, Jon Thumbnail.zip

The Windows "Disk Clean-up" utility can also delete cached thumbnails.

Hi Jonopen, sorry for not getting back to you. I'm afraid I have no idea why you're having this problem. Everything relevant in your registry seems to be OK. It could be worth having a look in Windows Event Viewer for any thumbnail-related errors.

OK, thanks for trying that. It sounds Explorer just isn't calling our thumbnail handler. Please could you try the following? 1. Run RegEdit 2. Press the Home key to go to the root "Computer" node. 3. Edit > Find 4. Paste this into the "Find what" box: 233d80c6-b8aa-4b99-88da-ee96551d4ca1 5. Tick "Keys", untick "Values" and "Data" 6. Click Find Next It should find HKEY_CLASSES_ROOT\CLSID\{233d80c6-b8aa-4b99-88da-ee96551d4ca1} (Affinity Thumbnail Handler). Then Press F3. Does it find anything else?

OK, please could you try the following: 1. Download and extract the attached file: Thumbnail.zip 2. Back up the existing file: C:\Program Files\Affinity\Common\Thumbnail.dll 3. Replace it with the one from the zip 4. Open a folder containing .afdesign files in Explorer (you might have to create a new file or copy & paste an existing one) 5. Open %temp%\AffinityThumbnailHandler in Explorer. There should be some log files in there. 6. If there are, please post the contents of one here. 7. Restore the old version of C:\Program Files\Affinity\Common\Thumbnail.dll Thanks, Jon

Hi Jonopen, I'm currently adding some diagnostic code to our thumbnail handler, so we can figure out what's going wrong. Watch this space...

Hi Jonopen, There should be a thumbnail handler at this location: C:\Program Files\Affinity\Common\Thumbnail.dll And that path should be stored in this registry key: HKEY_CLASSES_ROOT\CLSID\{233d80c6-b8aa-4b99-88da-ee96551d4ca1}\InProcServer32 Please could you check that these are both present? (PM me if you need instructions) Also, if you open an .afdesign file from Explorer, does it start Affinity and load the file?