Applications no longer working after 1.10.0 upgrade

[Jim NF]

This morning I updated my Affinity Photo app to 1.10.0. I re-booted after updating and started Affinity Photo, it appeared to load no problem.

I then updated my Affinity Publisher to 1.10.0, this also appeared to update OK. I re-booted my PC and tried to start up Affinity Publisher whereupon it crashed.

Both apps no longer work.

I'm running a Windows 7 PC, the following is the MS error report for both apps. Please advise.

Affinity Photo

Problem signature:
  Problem Event Name:    APPCRASH
  Application Name:    Photo.exe
  Application Version:    1.10.0.1127
  Application Timestamp:    610326c9
  Fault Module Name:    KERNELBASE.dll
  Fault Module Version:    6.1.7601.18933
  Fault Module Timestamp:    55a6a16f
  Exception Code:    e0434352
  Exception Offset:    000000000000b3dd
  OS Version:    6.1.7601.2.1.0.768.3
  Locale ID:    2057
  Additional Information 1:    7ccb
  Additional Information 2:    7ccb2fa98342573c8a26d5624a3b51e6
  Additional Information 3:    5743
  Additional Information 4:    574311ceace2dc894b83afa9fea118ac

Read our privacy statement online:
  http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409

If the online privacy statement is not available, please read our privacy statement offline:
  C:\Windows\system32\en-US\erofflps.txt

Affinity Publisher

Problem signature:
  Problem Event Name:    APPCRASH
  Application Name:    Publisher.exe
  Application Version:    1.10.0.1127
  Application Timestamp:    61033dbb
  Fault Module Name:    KERNELBASE.dll
  Fault Module Version:    6.1.7601.18933
  Fault Module Timestamp:    55a6a16f
  Exception Code:    e0434352
  Exception Offset:    000000000000b3dd
  OS Version:    6.1.7601.2.1.0.768.3
  Locale ID:    2057
  Additional Information 1:    7ccb
  Additional Information 2:    7ccb2fa98342573c8a26d5624a3b51e6
  Additional Information 3:    5743
  Additional Information 4:    574311ceace2dc894b83afa9fea118ac

Read our privacy statement online:
  http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409

If the online privacy statement is not available, please read our privacy statement offline:
  C:\Windows\system32\en-US\erofflps.txt

Initial error message screen captures attached.

 

[stokerg]

Hi @Jim NFand Welcome to the Forums,

Could you just try installing the beta of Publisher from here and let me know if that starts up.  

We don't currently have a beta for Photo, but if you can try starting it holding the Control Key held down and you'll get a message about Clearing some settings, 3 options will be selected and if you can also tick the very last box 'Reset Account Data' and then click Clear and let me know if it now starts up  

 

[Jim NF]

Thanks for your response.

Holding the Control Key down when starting Affinity Photo does not make any difference, it will not start up and I receive the same message as before.

I've installed the beta version of Affinity Publisher, it too, does not work and gives the following MS report:

Problem signature:
  Problem Event Name:    APPCRASH
  Application Name:    Publisher.exe
  Application Version:    1.10.1.1138
  Application Timestamp:    611a06a1
  Fault Module Name:    KERNELBASE.dll
  Fault Module Version:    6.1.7601.18933
  Fault Module Timestamp:    55a6a16f
  Exception Code:    e0434352
  Exception Offset:    000000000000b3dd
  OS Version:    6.1.7601.2.1.0.768.3
  Locale ID:    2057
  Additional Information 1:    7ccb
  Additional Information 2:    7ccb2fa98342573c8a26d5624a3b51e6
  Additional Information 3:    5743
  Additional Information 4:    574311ceace2dc894b83afa9fea118ac

I now have three applications that do not work. Please advise.

[walt.farrell]

47 minutes ago, Jim NF said:

Holding the Control Key down when starting Affinity Photo does not make any difference, it will not start up and I receive the same message as before.

Did you actually go through the "Clear User Data" dialog?

The steps for the reset are:

1. Press Ctrl and Hold it until you have the Clear User Data dialog. Then release Ctrl.
2. Select your options
3. Press Clear

For me, step 1 is a bit tricky because I never get the dialog directly as the Serif staff seem to think I should. I get the application icon on the taskbar, and I have to click it, and then the dialog appears. And it's further complicated because I have the taskbar set to hide, so to finish step 1 I have to move the mouse to the taskbar so it shows, then click on the application icon when it appears.

[Jim NF]

Hello Walt,

Unfortunately, I followed the instructions to the letter and the only thing that happened was the 'APPCRASH' message appeared, the 'Clear User Data dialog' never appeared.

There must be other Windows 7 users who've experienced the same issue. I'm thinking that I should just revert back to previous working editions of the applications if there's no quick fix.

Thanks for your interest.

Regards

Jim

[walt.farrell]

11 minutes ago, Jim NF said:

There must be other Windows 7 users who've experienced the same issue.

What was your previous version of the application.

It is a known problem that 1.9.2 and later won't work without some (as yet unknown) Windows 7 update applied. So if you weren't running 1.9.2 before, you probably don't have all the Windows 7 updates you need. (On the other hand, if you were running 1.9.2 before, you may have found a new bug.)

[Jim NF]

The versions I was running were both 1.9.1, I didn't upgrade to 1.9.2

 

[walt.farrell]

2 hours ago, Jim NF said:

The versions I was running were both 1.9.1, I didn't upgrade to 1.9.2

 

Thanks. I'm afraid you may be stuck with 1.9.1 unless someone figures out what update Windows 7 needs to run 1.9.2 or later of the Affinity applications.

[Jim NF]

Still awaiting a further response from the 'stokerg - Technical Support' on this matter.