continious crash while saving

[t3mmar]

Hi,

Affinity Photo is continuously crashing while saving and/or exporting files. Of course all work is gone, where the recovery isn't keeping much.

Other incidents of crashing is while recovering files after re-opening the application and while trying to accept sending automatic crash reports!

Machine used is i5 with 8Gb RAM.

Initially thought application upgrade is needed but it is still there with the latest SW version.

Thanks,

[Komatös]

Hello @t3mmar welcome to Affinty forum,

to see what causing the crash a crash report is needed. You'll find them if you copy %appdata%\affinity\photo\1.0\crashreports\reports after that press the WINDOWS key + R and paste it in the input field.  There are maybe several .dmp files. Attach the file with the newest time and date stamp by your next posting.

First of all, I recommend running sfc /scannow. To do so press WINDOWS key + R then type or copy sfc /scannow in to the input field, hold shift+ctrl keys and press enter key or click OK button.

[t3mmar]

Hi Komatos,

Thanks and thank you for your reply. I've attached here the last 2 reports. Much more are available if needed.

BTW, the same problem exists in Affinity Design, but I'm still not using it much, so I can't judge the severity of it.

4c1be7d5-a58b-4c26-a4e3-a5187b10c135.dmp da58e081-fb79-400c-94a9-6d30e2b66403.dmp

[Komatös]

I forgot, there is a log.txt in the root of %appdata\affinity\photo\1.0 which may also be of interest.

[t3mmar]

Hi, attached the mentioned file as well the latest 2 crash reports today

f1ad28e8-99a1-45a7-945d-f74d405b7676.dmp 989cae9d-3295-403e-a79c-02862920c028.dmp Log.txt

[Komatös]

Please deactivate the hardware acceleration in photo, and if it works in designer too.  You'll find hardware acceleration under Edit --> Preference --> performance

 

[t3mmar]

ok, will do and try it out. Will feed you back later.

Thank you.

[t3mmar]

hi Komatos,

I hope you had a nice weekend.

I tried disabling the HW acceleration and the problem still exists. I'm attaching here the latest reports.

The third report is for a crash happened just by closing a photo.

Thank you for your time & support

58d28652-069d-4929-8b38-fd1396424cec.dmp 78930cf5-c077-4b10-9376-9effc5f4e276.dmp Log.txt

5aeb9960-3572-4cd9-9b9b-e05699b34223.dmp

[Komatös]

I am sure that a Serif staff member can help here. Unfortunately, with my modest knowledge, I can't help.

[Gabe]

Hi both,

Is this crash specific to one(some) project files? Does it crash if you create a new empty doc and save that? 

[t3mmar]

Thanks a lot Komatos for your time & support.

 

Hi Gabe,

The crash happens to any file and not to a specific one, also it happens while doing other commands and not limited to saving files.

I haven't experienced it while saving empty files, but I'm not doing that anyway to experience it.

[Komatös]

I have another, admittedly far-fetched question. Where do you save to? To the internal hdd/ssd in a "system" folder (e.g. pictures) or to a cloud folder?

[t3mmar]

I tried both Komatos, and the problem is there, I thought the problem is related to the cloud, but even when saving or editing photos on my local HDD.

The problem is also there (as I sent in the crash reports attached) while doing other functions, however, it is not as frequent as while saving.

[Komatös]

Since the crash reports do not output drivers, .NET or VC components, except for the Photo.exe itself, but only memory areas, I would recommend that you run a memory diagnostic.

To do this, click on the search symbol/the search bar and enter the search word: "Windows memory diagnosis". 

Click on the first result displayed.

A selection window should appear with two options.

 

[t3mmar]

hi, the memory scan turned good.

however, I've upgraded my memory from 8Gb to 16Gb (added another 8Gb card) 2 days ago and all problems stopped till now.

do you think it was a shortage memory problem? what is the required memory for the Affinity & Design to work? I recall that less than 8Gb was the minimum requirement (4Gb if I recall correctly).

[Greyfox]

2 hours ago, t3mmar said:

... what is the required memory for the Affinity & Design to work? I recall that less than 8Gb was the minimum requirement (4Gb if I recall correctly).

The minimum specified for each is 2GB, with the recommended being 4GB, however what really matters is available memory and that will depend also on what else is running in the system at any point in time.

[t3mmar]

so maybe this is what needs to be investigated, as I don't use other programs while using Affinity except internet browser.

how can I reach someone from Affinity to look into it? the website only shows Application Support to be only this forum.

[Komatös]

For a PC or laptop with a dedicated graphics card, 8 GB is the lowest limit in the graphics area. PCs or laptops with iGPU only use the RAM as well. Depending on the manufacturer, this can be up to 2 GB. If Windows, programmes and background processes are added, 3 to 3.5 GB of RAM are quickly in use. There is not much left for a memory-intensive application.

If you work on large files (e.g. DIN A0) with several layers, you will be happy about every additional byte that is installed.

Here's another tip: If you have 16 GB or more in your PC and use an NVMe SSD as a system drive, you can deactivate the swap file in Windows.

[Komatös]

13 minutes ago, t3mmar said:

so maybe this is what needs to be investigated, as I don't use other programs while using Affinity except internet browser.

how can I reach someone from Affinity to look into it? the website only shows Application Support to be only this forum.

Finding the cause by remote diagnosis is very difficult. Someone with experience would have to be on site when the error occurs.

[t3mmar]

thank you Komatos,

I hope it won't occur again after this RAM upgrade. But seriously it is very strange as I'm not working with huge images/files, and with the 8Gb I was running other much heavier programs and they were running well, a bit slow which is the reason for the upgrade, but no crashes.