Affinity Designer and Publisher won't open on Windows 10

[MisterMack]

I just downloaded both Affinity publisher and designer to try the free trial before purchasing full version to replace our current design software. 

When I try to launch either software, it starts to load, showing the continue to free trial option. But once I select continue to free trial, it shows like its loading for a second and then just dissapears and nothing happens. 

Any idea what is causing the issue or how to troubleshoot?

Thanks! 

[firstdefence]

My Dad had this issue, he also had it with a few other programs, acrobat reader DC and Samsung Magician, unfortunately he never solved it, although we suspected it was to do with .NET

[Wosven]

6 minutes ago, firstdefence said:

although we suspected it was to do with .NET

And updating .NET didn't helped? Or is this a bug with the latest version?

[firstdefence]

1 minute ago, Wosven said:

And updating .NET didn't helped? Or is this a bug with the latest version?

Unfortunately not, there is method to check .NET: https://www.windowscentral.com/how-quickly-check-net-framework-version-windows-10

 

[Dan C]

Hi @MisterMack,

Welcome to the Affinity Forums & sorry to hear you're having trouble!

I'd like to see if the applications are producing crash reports, as this could help us to identify the cause of this issue - can you please open Windows Run (Windows Key +R ) then paste the following string and press ok:

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

In the window that opens, please select the 2 most recently created .dmp files and upload these to your reply here. Many thanks in advance  

[Dan C]

@firstdefence - sorry to hear you had trouble on your Dads PC, it may be worth trying a new user account (if you haven't already) as I've previously seen computers with .NET issues for one account, that are not affected when using a different user account on the same PC.

You should hopefully find you're able to install and run Affinity as expected in this new user account?

[MisterMack]

Thanks for the replies everyone! 

@Dan C here are the .dmp files you requested. There were  3 of them so I figured I'd add each of them. The most recent is the one starting 0e0 . followed by d51. Thanks 

d51c7a53-eccd-40c5-b0ae-f5943a59b141.dmp 0e012d50-5e6b-4db7-84cd-fb6c341cae35.dmp d10dcb11-4c90-4877-8724-57ca90a23629.dmp

[Komatös]

@MisterMack Please have a look here:

@firstdefence

Have you ever performed a system file scan with sfc on your father's PC?

Press Windows + X, select CMD (Administrator). Type sfc /scannow and confirm with Enter.

[walt.farrell]

36 minutes ago, MisterMack said:

The most recent is the one starting 0e0

That one looks to me like it's failing in the AMD OpenCL DLL (amdocl64), though I am definitely not an expert at reading .dmp files.

[MisterMack]

Thanks @Komatös, 

I tried following that step to edit %AppData%\<APPNAME>\1.0\Settings\  since the app won't open but when I go into the settings folder for Affinity designer and Affinity Publisher there's nothing in that folder. Tried reinstalling with same result. 

Any Advice? 

 

[Komatös]

3 hours ago, MisterMack said:

Thanks @Komatös, 

I tried following that step to edit %AppData%\<APPNAME>\1.0\Settings\  since the app won't open but when I go into the settings folder for Affinity designer and Affinity Publisher there's nothing in that folder. Tried reinstalling with same result. 

Any Advice? 

 

Can you provide us your system specs (CPU, GPU)?

And can you please follow the steps I recommended to firstdefence?

Press Windows key + X, choose CMD (Administrator), type sfc /scannnow, press Enter key.

[firstdefence]

6 hours ago, Komatös said:

@MisterMack Please have a look here:

@firstdefence

Have you ever performed a system file scan with sfc on your father's PC?

Press Windows + X, select CMD (Administrator). Type sfc /scannow and confirm with Enter.

Yes, did all the usual checks, also ran a few third-party windows repair apps and actually got acrobat reader dc to work but that was as far as it got. After reinstalling windows everything worked fine. It's a fine line between spending time trying to discover the issue and fixing it in order to proceed with the installation of an app or to cut your losses and clean install. Fortunately Dad kept good backups which made the job a lot easier.

[Dan C]

Apologies for the delayed response @MisterMack and thanks for the files provided!

I have forwarded these crash reports through to our team here to be debugged further, but as Walt has mentioned this does appear to be an issue with the AMD driver - there is a current known issue with a certain version of the AMD Adrenalin drivers, as outlined below - 

Can you please check and confirm the driver version currently in use on your machine, and if this specific version (21.4.1) in installed, please try the steps suggested above and let me know if this helps?