Vixi Posted August 6, 2020 Share Posted August 6, 2020 I have been using Affinity Photo since 1st of July 2020 on my desktop and laptop (windows). I downloaded the update 1.8.4 without problems on my desktop yesterday. I downloaded the update on my laptop today and all seemed well but when I openend it it closes immediately. I have tried reinstalling it several times but it doesn't work. Have you any idea how to resolve this problem? Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted August 7, 2020 Staff Share Posted August 7, 2020 Hi @Vixi, Welcome to the forums 21 hours ago, Vixi said: I downloaded the update on my laptop today and all seemed well but when I openend it it closes immediately I'm sorry to hear this! Can you please confirm for me, does the app open at all for you, and then crash when creating/opening a document - or does it crash before loading? If you could provide a screen recording showing what's happening we can assist further. Thanks in advance! Quote Please note - I am currently out of the office for a short while whilst recovering from surgery (nothing serious!), therefore will not be available on the Forums during this time. Should you require a response from the team in a thread I have previously replied in - please Create a New Thread and our team will be sure to reply as soon as possible. Many thanks! Link to comment Share on other sites More sharing options...
Vixi Posted August 7, 2020 Author Share Posted August 7, 2020 Hi Dan, thanks for replying. I tried again today to reinstall the update but again it didn't work, it opens but closes after a couple of seconds. I removed it and reinstalled the 1.8.3 and that works. I updated it with the 1.8.4 and it doesn't work....?? MOV_0061.mp4 Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted August 10, 2020 Staff Share Posted August 10, 2020 Thanks for your screen recording and I'm very sorry to see this! I'd like to request a copy of your 1.8.4 crash logs, to see if we can determine the reason for this. Please open Windows Run (Win Key + R) then paste the following string into the box and click OK: %APPDATA%\Affinity\Photo\1.0\CrashReports\reports In the window that opens, please select the most recently created .dmp file and attach this to your reply here. Many thanks in advance! Quote Please note - I am currently out of the office for a short while whilst recovering from surgery (nothing serious!), therefore will not be available on the Forums during this time. Should you require a response from the team in a thread I have previously replied in - please Create a New Thread and our team will be sure to reply as soon as possible. Many thanks! Link to comment Share on other sites More sharing options...
Vixi Posted August 10, 2020 Author Share Posted August 10, 2020 I hope this is ok... 43a99159-e2ed-4459-92ad-8ce55d6c1a52.dmp Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted August 10, 2020 Staff Share Posted August 10, 2020 Thanks for that, can you please try right-clicking on any .afphoto file and selecting Open with Affinity Photo. Does this document open correctly, without the app crashing? Quote Please note - I am currently out of the office for a short while whilst recovering from surgery (nothing serious!), therefore will not be available on the Forums during this time. Should you require a response from the team in a thread I have previously replied in - please Create a New Thread and our team will be sure to reply as soon as possible. Many thanks! Link to comment Share on other sites More sharing options...
Vixi Posted August 10, 2020 Author Share Posted August 10, 2020 Hi Dan, just tried that, it does the same thing... 1.8.3 does work normally... Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted August 10, 2020 Staff Share Posted August 10, 2020 Thanks for that, can you please open Windows Run then paste the below: %AppData%\Affinity\Photo\1.0\Settings\Application.xml\ In the window that opens, please right-click on Application.xml and select Edit. This should open the file in a Notepad editor. One of the first lines you should see is: <ShowWelcomeScreen2>True</ShowWelcomeScreen2> Please change this to - <ShowWelcomeScreen2>False</ShowWelcomeScreen2> Now, select File>Save and then close the Notepad and try opening Affinity again. Does this resolve the crashing? Quote Please note - I am currently out of the office for a short while whilst recovering from surgery (nothing serious!), therefore will not be available on the Forums during this time. Should you require a response from the team in a thread I have previously replied in - please Create a New Thread and our team will be sure to reply as soon as possible. Many thanks! Link to comment Share on other sites More sharing options...
Vixi Posted August 10, 2020 Author Share Posted August 10, 2020 I get this, the syntaxis is not right... Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted August 10, 2020 Staff Share Posted August 10, 2020 My apologies, this won't work as it includes the file name and I shouldn't have included that - please try again with the below: %AppData%\Affinity\Photo\1.0\Settings\ Quote Please note - I am currently out of the office for a short while whilst recovering from surgery (nothing serious!), therefore will not be available on the Forums during this time. Should you require a response from the team in a thread I have previously replied in - please Create a New Thread and our team will be sure to reply as soon as possible. Many thanks! Link to comment Share on other sites More sharing options...
Vixi Posted August 10, 2020 Author Share Posted August 10, 2020 16 minutes ago, Dan C said: My apologies, this won't work as it includes the file name and I shouldn't have included that - please try again with the below: %AppData%\Affinity\Photo\1.0\Settings\ I get the following notification... Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted August 10, 2020 Staff Share Posted August 10, 2020 This looks like Windows is struggling to open the .XML file, please right-click the Application.xml file and select Open With > Notepad. Quote Please note - I am currently out of the office for a short while whilst recovering from surgery (nothing serious!), therefore will not be available on the Forums during this time. Should you require a response from the team in a thread I have previously replied in - please Create a New Thread and our team will be sure to reply as soon as possible. Many thanks! Link to comment Share on other sites More sharing options...
Vixi Posted August 10, 2020 Author Share Posted August 10, 2020 still doesn't work....I followed all your steps but the app still closes after 2 seconds.. Quote Link to comment Share on other sites More sharing options...
Vixi Posted August 10, 2020 Author Share Posted August 10, 2020 Thanks for your patience and persistence.... Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted August 12, 2020 Staff Share Posted August 12, 2020 Thank you for confirming that and my apologies for the delayed response. I'd like to try resetting the app to default settings, to see if this will resolve the issue - you can reset your app back to its default settings by holding down the CTRL key while launching the app. When the Clear User Data window appears, click Select All and then Clear. The app will now open. Be aware that resetting your app back to its default settings will lose any custom settings such as keyboard shortcuts and brushes etc. Quote Please note - I am currently out of the office for a short while whilst recovering from surgery (nothing serious!), therefore will not be available on the Forums during this time. Should you require a response from the team in a thread I have previously replied in - please Create a New Thread and our team will be sure to reply as soon as possible. Many thanks! Link to comment Share on other sites More sharing options...
Vixi Posted August 12, 2020 Author Share Posted August 12, 2020 1 hour ago, Dan C said: Thank you for confirming that and my apologies for the delayed response. I'd like to try resetting the app to default settings, to see if this will resolve the issue - you can reset your app back to its default settings by holding down the CTRL key while launching the app. When the Clear User Data window appears, click Select All and then Clear. The app will now open. Be aware that resetting your app back to its default settings will lose any custom settings such as keyboard shortcuts and brushes etc. Hi Dan, tried this just now but it still closes.... On 8/10/2020 at 5:24 PM, Dan C said: My apologies, this won't work as it includes the file name and I shouldn't have included that - please try again with the below: %AppData%\Affinity\Photo\1.0\Settings\ I get the following notification... Quote Link to comment Share on other sites More sharing options...
walt.farrell Posted August 12, 2020 Share Posted August 12, 2020 3 hours ago, Vixi said: I get the following notification... Unless it's just my browser, I don't think you provided the notification, Vixi. Quote -- Walt Designer, Photo, and Publisher V1 and V2 at latest retail and beta releases PC: Desktop: Windows 11 Pro, version 23H2, 64GB memory, AMD Ryzen 9 5900 12-Core @ 3.00 GHz, NVIDIA GeForce RTX 3090 Laptop: Windows 11 Pro, version 23H2, 32GB memory, Intel Core i7-10750H @ 2.60GHz, Intel UHD Graphics Comet Lake GT2 and NVIDIA GeForce RTX 3070 Laptop GPU. iPad: iPad Pro M1, 12.9": iPadOS 17.4.1, Apple Pencil 2, Magic Keyboard Mac: 2023 M2 MacBook Air 15", 16GB memory, macOS Sonoma 14.4.1 Link to comment Share on other sites More sharing options...
Vixi Posted August 13, 2020 Author Share Posted August 13, 2020 Hi Dan, it is still not working, have we run out of options? Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted August 14, 2020 Staff Share Posted August 14, 2020 @Vixi My sincerest apologies for the delayed response here! Firstly, can you please make sure that your Windows is fully up to date, as this will include the latest Intel graphics drivers which Affinity uses. If this still fails, I'm going to need a copy of your Event Viewer applications log, please see the below FAQ for how to generate this - Many thanks in advance Quote Please note - I am currently out of the office for a short while whilst recovering from surgery (nothing serious!), therefore will not be available on the Forums during this time. Should you require a response from the team in a thread I have previously replied in - please Create a New Thread and our team will be sure to reply as soon as possible. Many thanks! Link to comment Share on other sites More sharing options...
Vixi Posted August 17, 2020 Author Share Posted August 17, 2020 Hi Dan, Sorry for the delay, I took my laptop to work so the IT guy could help me to check for updates (all ok ) and install the latest intel graphics drivers. Still not working. Again 1.8.3 works. I tried reinstalling, removing etc. I have 1.8.3 on again. Csystemlogs.evtx Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted August 17, 2020 Staff Share Posted August 17, 2020 No problem, thanks for your file Vixi This shows that Affinity appears to be crashing during tablet initialisation - can you please: Open Windows Run (Windows Key + R) then paste the following string and press OK: %appdata%\Affinity\Photo\1.0\ In the window that opens, please locate log.txt and upload this to your reply here. Check that your tablet is running the latest version of drivers from the manufacturers website? What tablet are you running? (if any) Please do let me know if any of this helps! Quote Please note - I am currently out of the office for a short while whilst recovering from surgery (nothing serious!), therefore will not be available on the Forums during this time. Should you require a response from the team in a thread I have previously replied in - please Create a New Thread and our team will be sure to reply as soon as possible. Many thanks! Link to comment Share on other sites More sharing options...
Vixi Posted August 17, 2020 Author Share Posted August 17, 2020 I have a HP Elitebook x360 1030 G2 Log.txt Quote Link to comment Share on other sites More sharing options...
Vixi Posted August 17, 2020 Author Share Posted August 17, 2020 Try running the flag described in the below FAQ to enable Windows Ink in Affinity, instead of "WinTab",- should I run this on the 1.8.3 or download the 1.8.4 first (again)? Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted August 18, 2020 Staff Share Posted August 18, 2020 Many thanks for your file, yes if you can please update back to 1.8.4 and then try running the app with the flag then I'm hoping the app shouldn't crash on startup! Quote Please note - I am currently out of the office for a short while whilst recovering from surgery (nothing serious!), therefore will not be available on the Forums during this time. Should you require a response from the team in a thread I have previously replied in - please Create a New Thread and our team will be sure to reply as soon as possible. Many thanks! Link to comment Share on other sites More sharing options...
Vixi Posted September 24, 2020 Author Share Posted September 24, 2020 Hi Dan, just to let you know, my laptop was reinstalled at my work and now 1.8.5 works perfectly! Thanks for your help an patience! Dan C 1 Quote Link to comment Share on other sites More sharing options...
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