Application hangs when opening psd file

[LodewijkS]

Affinity Photo 1.9.1 hangs when I try to open the attached psd-file. The file is less than a megabyte, so that shouldn't take so long.

Director-Actor Template.psd

[Chris B]

Hey LodewijkS,

I've just tried this in retail and beta and both seem to open it.

There's only 2 font layers and 2 pixel layers so I'm surprised by this. 

Have you ever successfully opened this in an older version of the app?

[LodewijkS]

No, I've tried to open it with 1.9.0 and then upgraded to 1.9.1 which also didn't work. I'm using Affinity of windows 10, fully updated. The only way to close affinity is by forcing shutdown in Task Manager.

CPU usage is somewhere between 15% and 20% the whole time. Memory usage is stable:

If you need more info, let me know.

 

 

[Komatös]

I can confirm that the PSD file loads properly and displays quite quickly.

Are all drivers up to date? Especially the motherboard drivers and the graphics card drivers?

[LodewijkS]

Okay, I opened the file on another laptop that still had version 1.8.3. No problems there. I upgraded to 1.9.1 and the file still opened correctly.

I reinstalled Affinity on this laptop, but that didn't help. Is there a logfile or something that I can see to troubleshoot?

[Komatös]

Here you can find the log file: %appdata%\Roaming\Affinity\Photo\1.0\log.txt

Be sure that all drivers from the laptop are up to date. 

[LodewijkS]

Found it in %appdata%\Affinity\Photo\1.0\log.txt but the file was empty

[Komatös]

Ok, start Photo and then look at the log.txt again.

[LodewijkS]

Ah, now I have something in the file. Nothing spectacular thought Log.txt

[Chris B]

@LodewijkS what spec is the other machine?

Can you go to Preferences > Performance and disable OpenCL and see if that solves it?

[Chris B]

If it is OpenCL - can you try the beta as it's had a number of OpenCL fixes:

 

[LodewijkS]

Yep, it's openCL. I'll try de beta and see if this fixes the issue.

[LodewijkS]

The beta also hangs on this file.

The other machine has an intel i5 8250U CPU and a nVidia MX150 GPU.

[Mark Ingram]

9 minutes ago, LodewijkS said:

The beta also hangs on this file.

The other machine has an intel i5 8250U CPU and a nVidia MX150 GPU.

Firstly, try disabling hardware acceleration in Preferences. If that works, you may need to try updating your drivers before re-enabling the option. We've heard a few customers report document loading hangs their machines, and updating drivers has fixed it.