Affinity Photo crashing when starting 'New..' file * just purchased Photo

[Jo Martin]

I've just purchased and downloaded Affinity Photo.  Every time I launch the app and try to start a new file the app crashes and closes.

I've tried a restart and still the same behaviour.

Thanks. Any tips appreciated.

[John Rostron]

Hello @Jo Martin and welcome to the forums.

Could you tell us what Operating System you are using and where you purchased your Affinity program from? This information helps enormously in troubleshooting.

One possibility is that you are using Haredware Accelleration with an incompatible Graphics card. If you give us the details above  we can help tell you how to fix this.

John

[emmrecs01]

@Jo Martin

Welcome to the Affinity forums.

Assuming you are using Windows, and following on from what @John Rostron has written, the first thing to check is the OpenCL setting.  Do not attempt to start a new file but Close the initial splashscreen and then go to Preferences>Performance.  It should look something like this:

Check the setting I have highlighted; if it is ticked, untick it!

HTH

Jeff

[Jo Martin]

Thanks for the prompt replies.  I purchased it here at the Affinity Store - on my account.  I have Publisher and Designer already.

 

[Jo Martin]

and the checkbox was 'unchecked' by default. thanks.

[walt.farrell]

You still could have an issue with your graphics drivers even though OpenCL is off. Or with your .NET Framework.

If you're getting crash reports it might be useful to supply one. Instructions for finding them are in the FAQ, here: https://forum.affinity.serif.com/index.php?/topic/98904-faq-where-to-find-crash-reports/

You might also check whether you have any 3rd-party software installed that is known to conflict with the Affinity applications:

 

[Jo Martin]

c00d8a5e-e004-4c62-a0e0-bf02568ed8a6.dmp

[walt.farrell]

Thanks for the crash report file.

The error is in:

SYMBOL_NAME:  nvwgf2umx+edf5e

MODULE_NAME: nvwgf2umx

IMAGE_NAME:  nvwgf2umx.dll

Did you check the list of 3rd-party applications that cause problems that I pointed to above?

That failure often indicates that you have Capture One installed, as its "Windows File Explorer Integration" function is known to conflict with NVIDIA device drivers.

[Jo Martin]

Thanks. I don't have Capture One installed that I could find.

Yes I checked the list and only have NVIDIA - here:

[walt.farrell]

Thanks. My only other suggestion is that perhaps you need to update your NVIDIA drivers. If there are newer ones available you could download them, then uninstall the current drivers, and install the new ones.

But someone else may have a better idea.

[Dan C]

Hi @Jo Martin,

Welcome to the Affinity forums and I'm sorry to hear you're having trouble!

It's almost certainly your GPU drivers causing this issue, so we're going to need to completely remove the current drivers and reinstall the latest download directly from Nvidia.

Firstly, please download the latest driver for your system from Nvidia at the below link, but do not run/install this driver yet -

https://www.nvidia.com/geforce/drivers/

Once you've downloaded the driver, can you please download DDU (Display Driver Uninstaller) from the below link for me: 

https://www.guru3d.com/files-details/display-driver-uninstaller-download.html

This will remove all previous versions of GPU drivers from your device and will allow you to install from a 'clean' starting point.

Once you have removed the drivers using DDU, run the Nvidia driver installation and wait for this to complete, then restart your system.

After restarting, please launch the Affinity app once again and create a new document, does this resolve the crashing for you please?