Affinity photo don´t open

[Ragnarlokyo]

Hello, I have a problem with the program (windows version), it does not open. Just the loading screen opens and closes immediately.

Today I updated the drivers of my amd graphics card, maybe the problem has something to do with that.

[Ragnarlokyo]

No one is going to answer me? the program was working fine yesterday.

I can't work without the program.

Edited April 21, 2021 by Matalmi

[Alfred]

Welcome to the Serif Affinity Forums, @Matalmi. 

I’m sorry to note your disappointment that no one answered your original post within three or four hours of your creating this thread. Please be aware that we’re all in different time zones and Serif staff are working from home.

You can reset the desktop version of any Affinity app via the ‘Clear User Data’ dialog that should appear if you press the Ctrl key and keep it held down while you launch the app. Leave the default (top three) checkboxes checked and press ‘Clear’; if that still doesn’t make it display in a usable state, try again but press ‘Select All’ before you press ‘Clear’.

[Komatös]

@Matalmi Have you installed 3rd party antivirus programmes? If so, then deactivate it and start photo to see if it works now.

[Ragnarlokyo]

1 hour ago, Komatös said:

@Matalmi Have you installed 3rd party antivirus programmes? If so, then deactivate it and start photo to see if it works now.

No. I haven´t other programs running.

In the video you can see the problem.

[Ragnarlokyo]

1 hour ago, Alfred said:

Welcome to the Serif Affinity Forums, @Matalmi. 

I’m sorry to note your disappointment that no one answered your original post within three or four hours of your creating this thread. Please be aware that we’re all in different time zones and Serif staff are working from home.

You can reset the desktop version of any Affinity app via the ‘Clear User Data’ dialog that should appear if you press the Ctrl key and keep it held down while you launch the app. Leave the default (top three) checkboxes checked and press ‘Clear’; if that still doesn’t make it display in a usable state, try again but press ‘Select All’ before you press ‘Clear’.

Sorry for my disappointment but i really can´t work without the program. 😅

I did what you said but the problem remains.

In the video you can see the problem.

Ashampoo_Snap_miércoles, 21 de abril de 2021_18h06m37s_002_.wmv

Edited April 21, 2021 by Matalmi

[Alfred]

11 minutes ago, Matalmi said:

I did what you said but the problem remains.

In the video you can see the problem.

The video doesn’t show anything which tells me that you pressed the Ctrl key and kept it held down when you tried to launch the program.

[Ragnarlokyo]

4 minutes ago, Alfred said:

The video doesn’t show anything which tells me that you pressed the Ctrl key and kept it held down when you tried to launch the program.

I did that before making the video, but ok I'm going to do it again

[Ragnarlokyo]

56 minutes ago, Alfred said:

The video doesn’t show anything which tells me that you pressed the Ctrl key and kept it held down when you tried to launch the program.

I found the problem and it is the drivers of amd graphic card, becouse i did a downgrade of the drvers and te program work.

Plase fix it, i gona describe the problem:

 

Drivers amd Adrenalin 21.3.1 The program works

Drivers amd Adrenalin 21.4.1 The program doesn´t works

The other programs working well, only the affinity doesn't work.

My graphic card are a amd r7 260x

I hope I have been helpful.

 

 

Edited April 21, 2021 by Matalmi

[Alfred]

7 minutes ago, Matalmi said:

Plase fix it

I’m not a Serif employee (I’m just a user like you) so I can’t fix anything, but I hope that the information you have provided will help Serif staff to find a proper solution to the problem.

[Komatös]

Hello @Matalmi

That is not Serifs fault. I also had to downgrade Adrenalin 21.4.1 because a driver component (RyzenMasterDriver.sys) always caused my computer to BSOD (BlueScreenOfDeath) shortly after booting and restarting.

 

- Solved - DDU did it's job. 😜

[Chris B]

We've had a few more reports. One of our developers has contacted AMD. 

[Dan C]

On 4/23/2021 at 1:54 PM, Chris B said:

We've had a few more reports. One of our developers has contacted AMD. 

Further to this, AMD/our devs are requesting any crash reports the app generated when using these drivers. I understand this issue has since been resolved by rolling back versions, but were any crash reports generated at the time, these should still be available.

Can you please open Windows Run (Windows Key + R) then depending on the Affinity app you’re using, you will need to navigate to one of the below locations. In this folder you will find Crash Reports generated by our apps. Please attach the .dmp file(s) with the correct Created/Modified Date from your above reports (21/4/21)

Affinity Designer
%APPDATA%\Affinity\Designer\1.0\CrashReports\reports

Affinity Photo
%APPDATA%\Affinity\Photo\1.0\CrashReports\reports

Affinity Publisher
%APPDATA%\Affinity\Publisher\1.0\CrashReports\reports

Many thanks in advance