Photo will not open files

[Jim.Randels]

Photo will not open any files. Get "loading 1 document" notice but nothing happens. Opened the same file in Designer and publisher quickly and without problems. Windows 10 os running on a new computer with 12mb of memory.

[Mark Ingram]

@Jim.Randels, can you try disabling hardware acceleration in Affinity Photo's Edit > Preferences... > Performance? If that works, can you tell me what GPU and driver version you are using?

[Jim.Randels]

That did it. Files now open immediately. Thank you.

At the time I posted I overlooked the fact that the application was running on an XP-Pen Pro digital tablet with the latest drivers.

Intel i5-10400 2.9GHz

Intel UHD Graphics 630 driver: 27.20.100.8190

Thanks again

 

[Mark Ingram]

10 hours ago, Jim.Randels said:

That did it. Files now open immediately. Thank you.

At the time I posted I overlooked the fact that the application was running on an XP-Pen Pro digital tablet with the latest drivers.

Intel i5-10400 2.9GHz

Intel UHD Graphics 630 driver: 27.20.100.8190

Thanks again

 

Hmm, that's interesting. I wonder what would happen if you re-enabled hardware acceleration, but disconnected your XP-Pen Pro Digital? Does the image load then? The reason I ask, I have the same Intel GPU as that in a laptop, and hardware acceleration is working OK. Also, if you could upload your last log file (before disconnecting the XP-Pen), that might give us more info, you can find it at %APPDATA%\Affinity\Photo\1.0\Log.txt

[Jim.Randels]

Disconnected and rebooted. Checked acceleration and restarted. Doesn't load files. Returned system to normal and unchecked acceleration. Works fine.

I think the problem might be the USB display adapter driver (DisplayLink 10.0.82.0)I am using for the XP-Pen.  The drivers will load even though the tablet is disconnected. It is interesting that both Designer and Publisher work with hardware acceleration enabled.

 

Log.txt

[Mark Ingram]

1 hour ago, Jim.Randels said:

Disconnected and rebooted. Checked acceleration and restarted. Doesn't load files. Returned system to normal and unchecked acceleration. Works fine.

I think the problem might be the USB display adapter driver (DisplayLink 10.0.82.0)I am using for the XP-Pen.  The drivers will load even though the tablet is disconnected. It is interesting that both Designer and Publisher work with hardware acceleration enabled.

 

Log.txt 1.78 kB · 0 downloads

Thanks - I'm almost certain it's related to that USB driver (you may be able to disable the device in Device Manager to test), so we'll see if we can reproduce the problems internally. 

Designer & Publisher use hardware acceleration in different ways to Photo, so that's why you see the difference in behaviour.