Key code

[Michael W.]

I downloaded all 3 apps yesterday but have been unable to open any of them. I am on a windows computer. During the installation they never asked for my email address or key code like my email stated it would. How can I fix this so I didn't just waste $75?

[walt.farrell]

Welcome to the Serif Affinity forums, @Michael W.

Did you successfully get the applications installed, or did the install itself fail, with a message like "Setup Failed"?

If the install was successful, what happens when you try to start one of the applications?

What version of Windows are you running?

[Michael W.]

I didn't notice anything that popped up and said failed. I believe I'm running the most current windows version. It just updated not that long ago. I have tried clicking on all 3 apps and absolutely nothing happens. I read the email confirmation carefully and it said that during the installation that I will be asked to put in the key code. Well that never came up. 

Do I have to reinstall them or see if my graphics card is the issue?

[walt.farrell]

I don't recall if the prompt for the product code occurs during the installation, or during the first execution of the installed program.

Rather than reinstalling right now, I would review this FAQ entry:

Also, it would help to have a bit more infor about the version of Windows you're running. If you press the Windows key and R, and type "winver" into the box (without the quotes) and press OK, you should get a box with more information about your Windows installation. If you can grab a screenshot of that and post it it would help.

[Mark Ingram]

30 minutes ago, Michael W. said:

I read the email confirmation carefully and it said that during the installation that I will be asked to put in the key code.

That advice is out of date now, you will be prompted to enter your product key when you start the application(s) for the first time.

[Michael W.]

3 minutes ago, Mark Ingram said:

That advice is out of date now, you will be prompted to enter your product key when you start the application(s) for the first time.

But when I click open on them nothing happens 

[Mark Ingram]

What operating system are you on?

[Michael W.]

I'm running on windows 8 version 6.3. Is there a way to update even more or download windows 10?

[Michael W.]

46 minutes ago, walt.farrell said:

I don't recall if the prompt for the product code occurs during the installation, or during the first execution of the installed program.

Rather than reinstalling right now, I would review this FAQ entry:

Also, it would help to have a bit more infor about the version of Windows you're running. If you press the Windows key and R, and type "winver" into the box (without the quotes) and press OK, you should get a box with more information about your Windows installation. If you can grab a screenshot of that and post it it would help.

Walt, here is the screenshot of the windows version I am currently using.

[Michael W.]

I also have NVIDIA GEFORCE and an intel core i7 

[Michael W.]

I also emailed the company yesterday and have not heard back yet. They aren't answering calls due to covid-19 ☹️ 

[Pšenda]

Affinity Store or Microsoft Store? For sure :-)

[walt.farrell]

Something else to give us a bit more information: Please press the Windows key and R again, and type "dxdiag" into the box (without the quotes) and press OK.

If you get a prompt about checking digital signatures you can respond no.

After awhile you should get a dialog window with some diagnostics. If you can give us a screenshot of that dialog window there's some more information that may be useful to figuring this out.

Also: you asked if you can update to Windows 10. You might be able to do that by running Windows Update from the Windows Control Panel. I don't think that should be necessary, though, as the Affinity applications are supposed to run on Windows 8.1. The FAQ I referenced above has information about incompatible third-party software you should check for, and also how to make sure your graphics drivers are up-to-date.

[walt.farrell]

1 minute ago, Pšenda said:

Affinity Store or Microsoft Store?

He got an email saying he would have to enter the product key. Must be Affinity Store

[Michael W.]

11 minutes ago, walt.farrell said:

Something else to give us a bit more information: Please press the Windows key and R again, and type "dxdiag" into the box (without the quotes) and press OK.

If you get a prompt about checking digital signatures you can respond no.

After awhile you should get a dialog window with some diagnostics. If you can give us a screenshot of that dialog window there's some more information that may be useful to figuring this out.

Also: you asked if you can update to Windows 10. You might be able to do that by running Windows Update from the Windows Control Panel. I don't think that should be necessary, though, as the Affinity applications are supposed to run on Windows 8.1. The FAQ I referenced above has information about incompatible third-party software you should check for, and also how to make sure your graphics drivers are up-to-date.

 

[Pšenda]

14 minutes ago, walt.farrell said:

Must be Affinity Store

No, it just means he made a "purchase" at Affinity Store. However, you may try to install from the Microsoft Store.

[walt.farrell]

1 minute ago, Pšenda said:

However, you may try to install from the Microsoft Store.

Really? Without having purchased?

If I go to the Microsoft Store the only options I see for the Affinity applications (which I purchased from Serif directly) are Buy, Give as a Gift, and Redeem a Gift code. There's no "download" available.

[Michael W.]

2 minutes ago, Pšenda said:

No, it just means he made a "purchase" at Affinity Store. However, you may try to install from the Microsoft Store.

I bought all 3 from their website and followed their instructions. It says that before using the apps that I will need to type in the product key. Well it never asked for that and now they wont open. I have even tried running them as admin and changed the graphics processor to NVIDIA. Still nothing! If this doesn't work then I want my money back. I was really looking forward to learning how to do graphics.

 

[walt.farrell]

2 minutes ago, Michael W. said:

I have even tried running them as admin and changed the graphics processor to NVIDIA.

Did you try updating your graphics drivers to the latest versions, as recommended in the FAQ?

Did you check to make sure you don't have any of the third-party applications installed that are known to cause problems?

[walt.farrell]

Also: You have 14 days to request your money back, but with luck your problems will be sorted out before then.

[Michael W.]

1 minute ago, walt.farrell said:

Did you try updating your graphics drivers to the latest versions, as recommended in the FAQ?

Did you check to make sure you don't have any of the third-party applications installed that are known to cause problems?

So I read through the FAQ that you posted and don't recognize any of those that are listed. Then I looked at the out of date graphics card one and hit windows + r and typed in the one for design but a message came up saying that the location is unavailable. 

[Michael W.]

4 minutes ago, walt.farrell said:

Also: You have 14 days to request your money back, but with luck your problems will be sorted out before then.

I really hope so. I had read really good things about Affinity and assumed it was an easy setup process

[Pšenda]

2 hours ago, walt.farrell said:

Really? Without having purchased?

If I go to the Microsoft Store the only options I see for the Affinity applications (which I purchased from Serif directly) are Buy, Give as a Gift, and Redeem a Gift code. There's no "download" available.

And did you see any information and confirmation, that you the OP did not want to buy it again?

Edited April 14, 2020 by Pšenda
Google translation mistake

[Mark Ingram]

2 minutes ago, Michael W. said:

I really hope so. I had read really good things about Affinity and assumed it was an easy setup process

The setup is easy, there is obviously a problem with launching the applications on your machine. 
After attempting to launch Affinity Designer, copy the following path:

%APPDATA%\Affinity\Designer\1.0\CrashReports\reports

Then press Windows+E to launch Explorer, then CTRL+L to go to the address bar, then CTRL+V to paste the path into the address bar.

Do you have any files in that folder? Normally files with a .dmp extension.

[walt.farrell]

40 minutes ago, Pšenda said:

And did you see any information and confirmation, that you did not want to buy it again?

Never having bought from the Store, the only options I had were the ones I mentioned.