Affinity 1.9.1 won't start (split)

[gkorisko]

I'm having the exact same problem (as this thread) with the a later version and with the update... and there are parts of this thread I'm not allowed to see for some reason. Help?

[gkorisko]

My crash report

17ae620f-6162-44fd-9021-4cee54664956.dmp

[Dan C]

Hi @gkorisko,

Welcome to the forums

Can you please confirm for me, what version of Affinity are you currently using? This thread is related to version 1.8.4 which is a few years old now and you mention you have the same problem with the same version.

Is there a reason you are not using a more up to date version 1.9 and above?

5 hours ago, gkorisko said:

and there are parts of this thread I'm not allowed to see for some reason. Help?

There's no restrictions on this thread for any user as far as I'm aware, it does span over 2 pages, so you may need to change the page to view all the content!

[gkorisko]

Sorry. It's 1.9.1.979

And the screen grab of what I can't see is attached. It's not because it's on a different page. I think I'd have figured that out. At least I hope so.

Anyway, that's my current version and you have a crash report.  Please let me know what I can try next.  Thanks

[Dan C]

2 hours ago, gkorisko said:

Sorry. It's 1.9.1.979

Many thanks for confirming that for me @gkorisko, I have split your posts to a new thread so we can investigate and support this issue separately - please make sure you are 'Following' the thread in the top right of the page top ensure you are notified of further replies -

2 hours ago, gkorisko said:

And the screen grab of what I can't see is attached. It's not because it's on a different page. I think I'd have figured that out. At least I hope so.

My apologies, it appears as though I had linked an FAQ that no longer exists, as the information changed with an update to the Affinity app - I have edited this previous post now to remove this link

Our latest update implemented OpenCL Hardware Acceleration to Windows, which utilises your Graphics Card to help render the Affinity document.
A few users are experiencing issues with this enabled, the number one cause of which is outdated Graphics Card drivers. Please visit the manufactures link below to download the latest driver available -

- Intel: https://www.intel.com/content/www/us/en/support/detect.html 
- Nvidia: https://www.geforce.com/drivers
- AMD: https://www.amd.com/en/support/kb/faq/gpu-driver-autodetect

Note: you may need to go direct to your PC manufactures website for the driver, if you see a warning regarding 'OEM drivers' when trying to install one from the above sites.

Once downloaded and installed, please restart your computer and then launch the Affinity app again. Does this allow the Affinity app to open correctly?

If not, at what point does the app crash please? Is this during the app loading (just after the 'splash screen' is shown), or does the app work until you create/open a document, then the app crashes? The more information you can provide regarding the behaviour you're seeing, the easier it will be for me to support you here

Many thanks in advance! 

[zxspectrun]

15 hours ago, Dan C said:

Hi @gkorisko,

Welcome to the forums

Can you please confirm for me, what version of Affinity are you currently using? This thread is related to version 1.8.4 which is a few years old now and you mention you have the same problem with the same version.

Is there a reason you are not using a more up to date version 1.9 and above?

There's no restrictions on this thread for any user as far as I'm aware, it does span over 2 pages, so you may need to change the page to view all the content!

Can you please help me with my post, I have no responses

 

[Dan C]

Hi @zxspectrun,

Welcome to the Affinity Forums

Please see the below post regarding the temporary delay in responding to forums posts - 

A member of our technical support team will be assigned this ticket and will reply to you in due course - we thank you for your continued patience and understanding here.

[gkorisko]

Dan,

 

My driver is intel, and I did have an update available. Unfortunately, it didn't change anything.  I see the splash screen and then it disappears.

 

 

[Stas]

Reinstalled Windows, then downloaded the latest version of Affinity Designer 1.9 and it does not install, but writes to me in the window - the supported version of OC Windows is not found. How can this be? I thought, well, maybe I need to update DirectX. I've updated everything I can, but !!! Affinity Designer is not installed at all. And I need it now for work. Tell me, how do I just install the program?!!!

Edited March 21, 2021 by Stas

[Stas]

Я переустановили окна снова, а затем скачал старые версии программы, но я не могу установить что-нибудь!!! Расскажите мне, как вы можете решить эту проблему?

[Stas]

No one answered me, but I still managed to solve the problem. The whole point is that I use a limited network connection. So, when I reinstalled windows, it didn't install the necessary updates. In windows, when restoring the system and connecting to the limit, these updates will not be installed independently and the program will not start. After sitting for a few days looking for solutions (since no one answers me), I found that there is an official Winwows10UpgraderApp program. You can install it from the official website. Please install one of these solutions on your support service page, this is very important, maybe I'm not the only one.

[Dan C]

On 3/20/2021 at 2:11 AM, gkorisko said:

My driver is intel, and I did have an update available. Unfortunately, it didn't change anything.  I see the splash screen and then it disappears.

Thanks for confirming that for me and my sincerest apologies for the delayed response here as I have been 'out of office' for the past 10 days.

We've had reports of other users experiencing this issue with Intel GPU chips - when sending crash dumps through to Intel from Affinity apps, Intel confirmed this is happening as 'old' versions of drivers are being mixed with 'new' drivers and this is causing the app to crash.

Intel recommended removing all GPU drivers before installing the most recent driver from their website, a customer since tried this and it resolved the issue for them, so I suspect the same issue may be present here.

Can you please download DDU (Display Driver Uninstaller) from the below link and use this to remove all traces of old Intel drivers from your system -

https://www.wagnardsoft.com/forums/viewtopic.php?f=5&t=3469

Once uninstalled, download and reinstall the latest Intel driver directly from the Intel site, restart your PC and then try launching Affinity once again. Does this now load as expected for you?

______________________________________________________________________________________________________________________

On 3/26/2021 at 6:29 PM, Stas said:

No one answered me, but I still managed to solve the problem. The whole point is that I use a limited network connection. So, when I reinstalled windows, it didn't install the necessary updates

My sincerest apologies @Stas, as above I have not been available for the past 10 days and I assure you that we have not been purposefully ignoring you here. I'm very glad to hear you've been able to resolve this issue and we appreciate you provided your resolution steps here for other users to follow should they need them!

On 3/26/2021 at 6:29 PM, Stas said:

Please install one of these solutions on your support service page, this is very important, maybe I'm not the only one.

Our official website shows that your Windows 10 version needs to be updated to a certain version in order to support Affinity: 

However I certainly agree that this could be clearer when attempting to install the app itself and I will request with our developers to make this more obvious in the error messages shown in the future!