UllaH Posted February 24, 2020 Posted February 24, 2020 Publisher crashes when I try to open a new file. Now I can´t even start it. I have reloaded once but it didn´t help. I use an update Windows 10. Please help! Quote
Staff stokerg Posted February 24, 2020 Staff Posted February 24, 2020 Hi UllaH and Welcome to the Forums, Do you get an error message when trying to start Publisher? As you state you now can't even start the app. Of can you start the app but get a crash when click File>Open or File>New? Quote
UllaH Posted February 24, 2020 Author Posted February 24, 2020 Hi stokerg, No error message. I could open the app and it crashed every time I clicked File>New. Now I can´t start it. Quote
Staff stokerg Posted February 24, 2020 Staff Posted February 24, 2020 The crashing on File>New, is normally related to your graphics card drivers. So first i suggest doing a clean install, even if you have the latest drivers, do a clean install of them, restart the PC and then try starting Affinity. Also have a look at this post and make sure you are not running any of the 3rd party apps that can cause issues with Affinity Quote
UllaH Posted February 24, 2020 Author Posted February 24, 2020 Drivers reinstalled. I can start Publisher but can´t still get a new file. Perhaps there is no crash, it´s a hang. Here is program log entry: Fel-bucket , typ 0 Händelsenamn: AppHangB1 Svar: Inte tillgänglig Kabinett-ID: 0Problemsignatur: P1: Publisher.exe P2: 1.7.3.481 P3: 5d8b2b31 P4: 8216 P5: 67246080 P6: P7: P8: P9: P10: Filerna kan vara tillgängliga här:\\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\Critical_Publisher.exe_dea1a317171430d9f96a102680ddc1deac1e1e9_1233c275_3a14aab2-b40c-4628-a2bb-458e2fef932bAnalyssymbol: Kontrollerar lösning igen: 0 Rapport-ID: 2094e3c3-e272-4320-8743-a882c2c090a3Rapportstatus: 4 Hash-bucket: Cab-GUID: 0 Sorry, there is some swedish. Quote
Staff stokerg Posted February 25, 2020 Staff Posted February 25, 2020 16 hours ago, UllaH said: Drivers reinstalled. I can start Publisher but can´t still get a new file Thats good but also bad that File>New still hangs the app. Did you check this link to see if you are running any of the installed apps that can cause issues with Affinity? Quote
Staff stokerg Posted February 25, 2020 Staff Posted February 25, 2020 Can you call up the run box by holding down the Windows key on your keyboard and tapping the letter R. Then in the run box, copy and paste: %AppData%\Affinity\Publisher\1.0\CrashReports Do you have any crash reports in there with today's date? Quote
UllaH Posted February 25, 2020 Author Posted February 25, 2020 Two files from today at the time I started Publisher: options.json, which opened says: {"EnableAutomaticUploads":true} The other file from the same time is called settings.dat Is this helpful? Quote
Staff stokerg Posted February 25, 2020 Staff Posted February 25, 2020 @UllaH Sorry my mistake, i forgot to say, once you've opened the CrashReports folder, then open the Reports folder and see if there is a dmp file in these from today and if there is, attach it here Quote
UllaH Posted February 25, 2020 Author Posted February 25, 2020 Just a few dmp files from older dates. Quote
UllaH Posted February 25, 2020 Author Posted February 25, 2020 I found this under Backtrace in the Crash Report : 52a4e8ca-e14b-44e1-9ab4-6eb975833414-dump.dmp It´s from today and the same time as I started Publicher again. ?? Quote
Staff stokerg Posted February 25, 2020 Staff Posted February 25, 2020 49 minutes ago, UllaH said: I found this under Backtrace in the Crash Report : 52a4e8ca-e14b-44e1-9ab4-6eb975833414-dump.dmp It´s from today and the same time as I started Publicher again. ?? Could you attach that here or upload it to our Dropbox here and i'll get it looked at Quote
Staff stokerg Posted February 25, 2020 Staff Posted February 25, 2020 Just now, UllaH said: Got it? Yup I'll get someone to take a look and report back Quote
Staff stokerg Posted February 25, 2020 Staff Posted February 25, 2020 Well i've not been able to spot anything from the DMP file that jumps out, other than i see you run BitDefender, might be worth disabling that and then trying Affinity again. Before i request QA to look at the DMP file, can you just confirm you can now start Publisher but not start a new document, without it hanging? Also can you try open a file by clicking File>Open, does that work okay? I just want to give them as much information as i can Quote
UllaH Posted February 25, 2020 Author Posted February 25, 2020 Didn´t help to shut down BitDefender. I can open Publicher and open saved files but not a new file. Click File>Open doesn´t work either. Thank you for your patience! 🙂 stokerg 1 Quote
Staff stokerg Posted February 25, 2020 Staff Posted February 25, 2020 Hi @UllaH Well QA have confirmed its crashing on the New Document dialog. Can you make sure Publisher is closed and follow the steps below which will reset Publisher: 1st we will backup the settings currently in use in this location: %appdata%\Affinity\Publisher\ If you paste the above path into the run box and click okay, a folder will open and you should see another folder called 1.0. Please right click on this Folder and select Rename and call it Old Settings. Now close this Window. If you can now start Affinity with the CTRL key down and you should get a popup asking about resetting some settings, at this stage i'd select all and click on Clear. Affinity should now load as normal. Now try starting a new document and let me know what happens. Also it would be worth installing the beta from here :https://forum.affinity.serif.com/index.php?/topic/107657-affinity-publisher-customer-beta-180584-release-candidate/ As the new beta has had a lot of work carried out on the New Document window, so would be interesting to see if the same happens. Quote
UllaH Posted February 25, 2020 Author Posted February 25, 2020 YES YES YES - I can get a new document. Wow! Do you recommend me to install the beta anyway? Thanks a lot UllaH Quote
Staff stokerg Posted February 25, 2020 Staff Posted February 25, 2020 2 minutes ago, UllaH said: YES YES YES - I can get a new document. Wow! YAY Glad that worked. Did you rename the 1.0 folder to Old Settings? Just it would be great to get a copy of that so i can pass it on to QA If you did back it up, just call up the run box again and the path should already be in there. Click okay and when you see the Old Settings folder, just right click this and select Send To>Compressed Zip folder and either attach that zip file here or upload it to the Dropbox link a few posts back I'd still suggest installing the beta, just purley to make sure the new, New Document window doesn't cause a crash on your system (i very much doubt it will) Quote
UllaH Posted February 25, 2020 Author Posted February 25, 2020 Done - and thanks again. Great support. Quote
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