unexpected closure

[mare pimentel]

problems starting affinity designer and photo, I understand that there is an update but I can't install it, it closes suddenly

[walt.farrell]

Welcome to the Serif Affinity forums.

Please clarify: is the installer failing, or is the application failing after it's installed?

Where did you purchase your Affinity applications? Microsoft Store or Affinity Store?

What version of Windows do you have?

[mare pimentel]

Hi! I bought the apps (photo and designer) from Affinity Store 2 years ago. I have windows 10. When you open the application you see the main screen and in less than 5 minutes it closes without warning. I have restarted the computer but it continues to crash. When opening Designer, the notice of an update was displayed but I don't have time to install it because it closes

[walt.farrell]

Thanks. Because you have not yet updated the applications, if they're failing to run something must have changed in your system since the last time you ran them.

When did you last run them, and what has changed since then, for example, Windows Updates?

[mare pimentel]

Hi Walt, thanks for your support

The last time I used affinity without problems was on February 4th.

I have not made any changes since then that would justify the unexpected closure of Affinity.

For your comment I have searched for and installed updates from Windows Update today. Restart the computer but the affinity problem continues.

Could you give me another hint? I miss Affinity

Oh, I am attaching an image of the affinity version that I currently have

 

[walt.farrell]

I'm confused.

You've said that Designer tells you an update is available, but you have not had time to install it because the program crashes.

However, then you've shown the splash screen for Designer 1.9.0.932, which is the updated version. So you must have installed it?

I'm also sorry, but I don't have any more hints. A number of users are reporting similar problems, and I haven't seen any advice yet that works reliably.

[mare pimentel]

Apparently the Affinity update was completed but since then it has been causing problems.

Is there a way to undo the affinity update? The previous version worked perfectly

[Sean P]

Hi mare pimentel

I've tried to replicate the crash your video shows, but unfortunately not getting a crash. Does this crash happen every time you do the same steps? Can you reproduce it on a new document?

If so could you download a screen recorder (like TinyTake) to get a screen recording showing all the steps you're doing on a new document? It will help us see all of your screen with a higher quality, so we can see exactly what might be going on. If you don't wish to download that then if you can hold your camera landscape and try to include the whole screen that may help and record all your steps that may also help..

[mare pimentel]

Hello! I have followed your instructions recording with Tiny Take (by the way thanks because Tiny will be useful for other projects): D

In the video, you will see that I just opened Affinity Designer without doing any further action and it has closed. The same goes for Affinity Photo

[Sean P]

Hi mare pimentel,

Thanks for the video - is it the Microsoft Store version you're running - MS Store versions don't need to have any text when pinned to the Start screen/menu. Non MS Store apps (such as the Affinity Store version) will generally show a smaller icon with a text label (such as your VLC or Google Chrome icons in your Start screen).

That aside, whats interesting is your Welcome screen doesn't show any form of feed, so I'm wondering if that is causing the crash you're seeing. Could you try Unticking the 'Mostrar este panel al inicio' checkbox and then quickly close that screen. 

Once that's done close the app and restart it - hopefully this time you won't see that screen. If you could then just go File > New and start a new document and see if it remains open.

Thanks,

[mare pimentel]

Hi Sean! you're right, the version that is running is from the microsoft store.

I followed your instructions on unchecking the 'Show this panel on startup' checkbox and then quickly closing that screen, but it didn't work. I attach video.

Do you think that uninstalling it to reinstall it will help?

[mare pimentel]

Hello good Morning. I keep getting affinity designer and photo unexpected shutdown issue.

I have customer complaints for delays in projects where I use Affinity and I really need the support to solve the problem.

I hope you can help me, I have never had problems with Affinity before.

[Sean P]

Hi mare pimentel,

Apologies for the delay in responding. I'm sorry the issue is still happening for you.

Could you try the following please:
Go to the following location and attach any of the recent DMP files that relate to the times the app has crashed shortly after running
%appdata%\Affinity\Designer\1.0 (Store)\CrashReports\reports

These will be crash logs that I can pass on to development to investigate.

Once that has done could you then go to:
%appdata%\Affinity\Designer\

and rename the '1.0 (Store)' folder to '1.0 (Store) Old' and then try running the app up? Please note this will remove any customization that have been made to the application, including any brush packs, assets etc added, however they'll be retained in this folder for now so we can work on adding them back in if this prevents the crashing.

If that does prevent the crashes could you zip up and attach the '1.0 (Store) Old' folder please? 

If that still does not work could you try installing the 1.9.1 beta available below and see if that does run up:
https://forum.affinity.serif.com/index.php?/forum/33-designer-beta-on-windows/

[mare pimentel]

Hola Sean, gracias por tu amable atención.

He buscado la ubicación que me indicas pero la carpeta Designer no existe. Adjunto el video de cómo aplicar tus instrucciones, ¿lo he hecho correctamente?

También instalé la versión Beta 1.9.1, el error continúa (video adjunto)

Se me ocurre revertir la última actualización de Windows y probar si el error proviene de allí. ¿Tiene sentido para usted?

Espero otras posibles instrucciones tuyas.

Gracias

 

Hace 9 horas, Sean P dijo:

Hola mare pimentel,

disculpas por la demora en resestancamiento. Lamento que el problema te siga ocurriendo.

¿Podría intentar lo siguiente?
Vaya a la siguiente ubicación y adjunte cualquiera de los archivos DMP recientes que se relacionen con las veces que la aplicación se bloqueó poco después de ejecutar
% appdata% \ Affinity \ Designer \ 1.0 (Store) \ CrashReports \ reports

Estos Ser registros de fallos que pueda pasar al desarrollo para que los investigue.

Una vez hecho esto, podría ir a:
% appdata% \ Affinity \ Designer \

y cambie el nombre de la carpeta '1.0 (Tienda)' a '1.0 (Tienda) Antiguo' y luego intente ejecutar la aplicación? Tenga en cuenta que esto eliminará cualquier personalización que se haya realizado en la aplicación, incluidos los paquetes de pinceles, activos, etc. agregados, sin embargo, se conservarán en esta carpeta por ahora para que podamos trabajar en agregarlos nuevamente si esto evita el bloqueo.

Si eso evita los bloqueos, ¿podría cerrar la cremallera y adjuntar la carpeta '1.0 (Store) Old', por favor? 

Si eso aún no funciona, podría intentar instalar la versión beta 1.9.1 disponible a continuación y ver si se ejecuta:
https://forum.affinity.serif.com/index.php?/forum/33-designer-beta- en windows /

 

[Sean P]

Thanks for that. That's really weird - I would have expected a Designer folder in there, but all I can see is Publisher which doesn't appear to be installed. I assume the user you log on to your PC with is also called 'HP'?

From your first few posts it does sound like this was also happening before you installed 1.9.0, so its unlikely to be a recent change in the software we've done and does certainly seem to be something with your system.

If you go to paste the following %appdata% into the run dialog and click OK I presume it takes you to C:\Users\HP\AppData\Roaming\ ?

Does anything appear inside Event Viewer > Windows Logs > Application for Designer.exe that you could attach? Lastly you could try creating a new user within Windows and see if that allows you to start the application up successfully!

Thanks

[mare pimentel]

eureka!

we are close to the diagnosis thanks to you.

Answering your first question, when I paste %appdata% into the run dialog, it sends me to C:\Users\HP\AppData\Roaming

-------

When entering the Event Viewer and running the designer application, it showed me several errors. I attach the images.

I also attach an appCrash report of the results of the event viewer through the link that you will see in one of the attached images

(\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_Designer.exe_7c1b48fbb934587831fc5d8ff296d1af829ec3_b29a52f7_ce61ffdc-67b6-42d3-baee-fe2605e88c8a)

While you check what I send, I will execute the last suggestion regarding creating a new user,

I will inform you

report app crash designer.txt