Daniele_A Posted November 10, 2019 Share Posted November 10, 2019 I've just installed the trial version of Affinity Photo 1.7.3.481 for Windows. I'm using Windows 10 Pro v.1903. I have the same problem that JoergB had. I cannot open any file!!! Things already checked by me: 1) renamed folder %AppData%\Affinity\Photo\1.0 2) Edit -> Preferences -> Colour 3) Edit -> Preferences -> Performance I'm trying to open a .JPG file created by my Canon EOS 5D Mark IV. But I have the same problem with ANY file (jpg, png, cr2 raw) I have to say that this looks like a very big bug. Quote Link to comment Share on other sites More sharing options...
walt.farrell Posted November 10, 2019 Share Posted November 10, 2019 45 minutes ago, Daniele_A said: Things already checked by me: You might also check whether you have any of the 3rd-party applications installed that are known to cause problems: Quote -- Walt Designer, Photo, and Publisher V1 and V2 at latest retail and beta releases PC: Desktop: Windows 11 Pro 23H2, 64GB memory, AMD Ryzen 9 5900 12-Core @ 3.00 GHz, NVIDIA GeForce RTX 3090 Laptop: Windows 11 Pro 23H2, 32GB memory, Intel Core i7-10750H @ 2.60GHz, Intel UHD Graphics Comet Lake GT2 and NVIDIA GeForce RTX 3070 Laptop GPU. Laptop 2: Windows 11 Pro 24H2, 16GB memory, Snapdragon(R) X Elite - X1E80100 - Qualcomm(R) Oryon(TM) 12 Core CPU 4.01 GHz, Qualcomm(R) Adreno(TM) X1-85 GPU iPad: iPad Pro M1, 12.9": iPadOS 18.1, Apple Pencil 2, Magic Keyboard Mac: 2023 M2 MacBook Air 15", 16GB memory, macOS Sequoia 15.0.1 Link to comment Share on other sites More sharing options...
Daniele_A Posted November 11, 2019 Author Share Posted November 11, 2019 (edited) 12 hours ago, walt.farrell said: You might also check whether you have any of the 3rd-party applications installed that are known to cause problems: Thank you walt.farrell I don't have any of the applications in that list. Edited November 11, 2019 by Daniele_A Quote Link to comment Share on other sites More sharing options...
Daniele_A Posted November 12, 2019 Author Share Posted November 12, 2019 (edited) I only have 9 days left for the trial version. I need your help to solve this problem. Affinity Photo is still not working. Edited November 12, 2019 by Daniele_A Quote Link to comment Share on other sites More sharing options...
Dan C Posted November 12, 2019 Share Posted November 12, 2019 Hi @Daniele_A, Welcome to the forums Sorry to hear you're having trouble! Firstly, I have split your comment to a new thread, as this will be easier to support you. This does mean that you now aren't following the thread, which is how you're notified of replies. I recommend navigating to the top right hand corner of the thread and updating your 'follow' settings such that you receive a notification when users reply here. Secondly, what is happening when you try to open this File in Affinity? Does the app crash? Do you see any error messages on screen? (if so, please provide a screenshot of this error). Could you please also provide a sample JPEG file to the following link for me? I appreciate you have reported this as any file but I would like to double check this JPEG is not the underlying issue here. https://www.dropbox.com/request/gTx4dyDuK56q8F04QB2E Many thanks in advance! Quote Link to comment Share on other sites More sharing options...
Daniele_A Posted November 12, 2019 Author Share Posted November 12, 2019 Hi @Dan C, I've uploaded a sample JPG file, but the problem is not related to a specific file. I cannot open ANY file. When I try to open any file in Affinity Photo the program freezes. I can briefly see "loading 1 document" on the top right corner of the window and then the program freezes. I'm attaching 4 screenshots, 2 before opening and 2 after. I'm showing you the main Affinity Photo window and the task manager. There are no error messages. I am forced to kill Affinity Photo using Task Manager. I'm looking forward to hearing from you. Quote Link to comment Share on other sites More sharing options...
Dan C Posted November 13, 2019 Share Posted November 13, 2019 Thanks for your screenshots and file, I can confirm I'm able to open this image here so so you've mentioned it certainly doesn't seem file specific. Could you please try opening the app then navigate to File>New and create a new document. Does the app create this successfully, or crash during the process? I'm going to require a copy of your app dump file, which we'll need to manually generate as the app isn't completely crashing. Please open Affinity Photo, then try loading any image. once the app enters the 'Not Responding' state please right-click on the Affinity Photo process and select Create Dump File. This will generate a log file in the following location: C:\Users\[USERNAME]\AppData\Local\Temp Please attach a copy of this .DMP to reply here, many thanks! Quote Link to comment Share on other sites More sharing options...
Daniele_A Posted November 13, 2019 Author Share Posted November 13, 2019 Hi @Dan C, When I try to create a new document Affinity Photo freezes. This time task manager does not say "not responding" but it is the Affinity Photo window that says "not responding". I'm attaching 4 screenshots, 2 before using "new" and 2 after. I'm showing you the main Affinity Photo window and the task manager. I am forced to kill Affinity Photo using Task Manager. I'm attaching the .DMP file (1,80GB) I'm looking forward to hearing from you. Quote Link to comment Share on other sites More sharing options...
Dan C Posted November 14, 2019 Share Posted November 14, 2019 Many thanks for your screenshots and .dmp file, I've forwarded this through to one of our developers and will respond here in due course. Many thanks for your continued patience here! Quote Link to comment Share on other sites More sharing options...
Dan C Posted November 14, 2019 Share Posted November 14, 2019 I've been informed that the cause of the app hanging is when QueryDisplayConfig is called, as this is a Windows function we're not 100% certain what's causing this - as the Affinity app itself is not at fault. I hope that uninstalling your current GPU drivers and reinstalling them may fix this issue. Could you please download DDU from the following link (select the ***Official Download Here*** option), then follow the process to uninstall your GPU drivers, restart your system and then download and install the latest drivers from the manufacturers website. https://www.wagnardsoft.com/forums/viewtopic.php?f=5&t=2421 Please do let me know if this helps! Quote Link to comment Share on other sites More sharing options...
Daniele_A Posted November 15, 2019 Author Share Posted November 15, 2019 Hi Dan C, I've just used DDU and updated both my graphic cards drivers (Intel P630 that I use and AMD Radeon RX580 that I don't use). I'm attaching the before and after drivers status. Now Affinity Photo is working! Thank you very much for your very professional support!!! Tom Lachecki 1 Quote Link to comment Share on other sites More sharing options...
Dan C Posted November 15, 2019 Share Posted November 15, 2019 That's wonderful news Daniele_A, many thanks for letting me know! Quote Link to comment Share on other sites More sharing options...
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