Pushtin Posted October 29, 2021 Share Posted October 29, 2021 @Patrick Connor Hello Patrick I'm Sorry for the long story, but: I have been unable to successfully run the latest Designer version since it's launch. I reinstalled the 1.92.1035 version and just kept plugging away at trying to learn design. I'm brand new to digital design software and not all that computer savvy. ( just have to be honest here ) Today I was loading some assets into the asset panel and while renaming the subcategories, designer kept crashing. The whole program just "blink" went away. This happened a couple of times, until after the last crash. This time my entire assets tab was empty except for what looked like original "factory pre-sets". All of the assets I have entered into Designer were just gone. Completely gone.... ( it was lot of effort to load all of those assets into the program) Oddly, all of the brushes I've loaded into designer were still there, as were the "styles" that I've loaded as well. I wasn't sure what had happened, as I had made sure my laptop (which I bought earlier this year specifically for learning digital design) had all of the latest windows and system updates. So, since all of my assets had suddenly deleted themselves - I decided to attempt to download the latest version again. Unfortunately, the same program crash I have always experienced with the latest version occurred again ( designer starts, and behaves properly for about 10-15 seconds and then simply crashes. I had previously posted about this a while ago, and carried out all the advice that was given to me: -Pressing CTL on start up and unchecking boxes - this did not work, wound up reinstalling the older version. -Went under Edit/Preferences and unchecked Hardware Acceleration then restarted - this did not resolve the issue ( I have since turned it back on as I am forced to use the 1.92.1035 version) -After posting DMP files I was advised by a member who looked at the files that I had .NET files that appeared corrupted and was instructed to run a microsoft repair tool - which I did (did not work) SO, after the most recent crash I yet again reinstalled 1.92.1035. Pardon my frustration, but I am back at "square one" again and I just don't know what to do. I really love what I have learned with Affinity Designer so far. And I've spent a fair amount of money for brushes, textures, etc. I just need it to work. I've included a zip file with the crash files from today, as well as a screenshot of my laptop system specs in hopes that someone from the organization can help me get this sorted out. ( pretty please with sugar on top, even..) I'm not sure if Serif/Affinity offers any kind of telephone technical support? If so, i would be happy to call during UK business hours if need be ( I'm in the US ). I would even be willing to have a support tech or developer remote in to the system in order to have this taken care of. I'm just "scratching my head" as to what could be causing this give the new laptop, and current windows 10 updates. Any help you can offer would be most appreciated. Warm Regards, Matt 9f1dc8ed-39fd-4c98-9edc-5a5fad9227b8.zip Quote Link to comment Share on other sites More sharing options...
Staff stokerg Posted November 1, 2021 Staff Share Posted November 1, 2021 Hi @Pushtin, Could you install the 1.10 Affinity update and then follow the steps on this post and add the line of text to the file mentioned. Then start and use Affinity until you get the crash. If you could then attach the latest DMP file that's been generated, this will have a lot more information in than the current ones and should help us identify the problem Quote Link to comment Share on other sites More sharing options...
Pushtin Posted November 1, 2021 Author Share Posted November 1, 2021 Hello @stokerg I followed your instructions exactly. I installed the new version, logged in as an Admin on my laptop and inserted the <ZapDisable enabled="1" /> in the file using wordpad. Saved it, then returned to my regular account. Launched Designer , it crashed after approximately 15 seconds. As requested, below is the DMP from the initial launch after changing the line of code. Hopefully this provides the information needed. (it has to be something in my system that is disagreeing with the new version) I've included some system data as well. Thank you for your help, it is appreciated. Matt 53e032c8-b4bc-407c-bfcc-a34b72fddc97.zip Intel® Driver & Support Assistant - Detailed Report.pdf Quote Link to comment Share on other sites More sharing options...
Staff stokerg Posted November 3, 2021 Staff Share Posted November 3, 2021 Hi @Pushtin, Thanks for the crash report. On 11/1/2021 at 3:58 PM, Pushtin said: Launched Designer , it crashed after approximately 15 seconds Were you trying to open a file and it crashed after the 15 seconds or were you just starting Designer and then not using it and it crashed? Quote Link to comment Share on other sites More sharing options...
Pushtin Posted November 3, 2021 Author Share Posted November 3, 2021 Hello @stokerg I was not trying to open a file. I had simply launched the program, and was waiting to see what would happen. ( this was the very first launch of the new version after following your instructions) Matt Quote Link to comment Share on other sites More sharing options...
Staff stokerg Posted November 4, 2021 Staff Share Posted November 4, 2021 22 hours ago, Pushtin said: I was not trying to open a file. I had simply launched the program, and was waiting to see what would happen. ( this was the very first launch of the new version after following your instructions) I've had our QA team go over the crash report and it appears to be crashing in an AMD graphics card driver, which is odd as from your system info i can see you have an Nvidia one and an Intel one. Have you recently changed graphic cards in this PC and was the old one an AMD? Quote Link to comment Share on other sites More sharing options...
Pushtin Posted November 4, 2021 Author Share Posted November 4, 2021 (edited) Good Morning @stokerg No, I haven't changed any component or card on this laptop since I purchased it new from Lenovo earlier this year. (factory error, perhaps?) So, that is very odd. All I have done is regular updates as required. (I included the NVIDIA control panel system report) I am a bit puzzled as to why the 1.9 version would run almost completely crash free ( with the exception of crashes I experienced when I loading the "assets" tab, and creating subcategories in it ) but the new version crashes "shortly after takeoff" every time it was run. Is there any way your team could give clear, easy to follow instruction on how to remove the AMD graphics driver to someone of my skill level? I'd be happy to try. Matt NVIDIA System Information 11-04-2021 06-33-09.txt Edited November 4, 2021 by Pushtin added NVIDIA report Quote Link to comment Share on other sites More sharing options...
Staff stokerg Posted November 4, 2021 Staff Share Posted November 4, 2021 Hi @Pushtin, Theres an app you can download called DDU which can be downloaded from here which will help clear up any left over graphics drivers. Once downloaded, run it and you'll be asked if you'd like to extract it. Click on Extract and once extracted you should have a folder in your Downloads folder called DDU v18.0.4.6 and if you open that folder you should see a file called Display Driver Uninstaller.exe double click this and it should open the app. You may get warning about not being in Safe Mode but you can click okay on that as it shouldn't matter at this stage and as we are only looking for any left AMD drivers, which shouldn't be in use. You may also see an Options window open, just click close on that and you'll see the main dialog. Now click Select Device Type and select GPU and then click Select Device and select AMD. Then click on Clear and restart and once this has finished and restarted, try starting Affinity and let me know the results Quote Link to comment Share on other sites More sharing options...
Pushtin Posted November 4, 2021 Author Share Posted November 4, 2021 Hello @stokerg I downloaded the DDU program, and followed your instructions to the letter. Rebooted, and Started Designer. Unfortunately, it crashed 15 seconds after launch. ( I was just observing the program, not trying to open anything ) I've attached the latest DMP file post-crash below Matt 83a57b6d-7771-4c69-ba76-1d21a8f9e775.zip stokerg 1 Quote Link to comment Share on other sites More sharing options...
Staff stokerg Posted November 4, 2021 Staff Share Posted November 4, 2021 Hi @Pushtin, Just wanted to thank you for sticking with this issue I'm just going to try debugging the latest report and if i don't get any luck, i'll run it past the QA guys again Quote Link to comment Share on other sites More sharing options...
Pushtin Posted November 4, 2021 Author Share Posted November 4, 2021 Hi @stokerg No thanks necessary. (but I appreciate it!) I feel like I should be thanking you, actually. I re-ran the DDU tool, rebooted again, and attempted to run Designer one more time. The same crash at around 10 seconds. While I may be overkill, I attached the DMP file from the second attempt below. I'm sure this can all get fixed, it will just take a bit of time. 5c143c4d-d0db-485d-8985-94cb06d3cb0e.zip Quote Link to comment Share on other sites More sharing options...
Staff stokerg Posted November 11, 2021 Staff Share Posted November 11, 2021 Hi @Pushtin, Can you just call up Device Manager, to do this call up the Windows Run Box, by holding down the Windows key and tapping R. Then enter: devmgmt.msc Now click okay and Device Manager should open. In Device Manager find where it says Display Adaptors and expand this section. Now right click on your Intel card and select Disable and click Yes to any warnings from Windows. Once thats done, you may be asked to restart the PC and once restarted, try starting Affinity and if you get crash again, please attach the latest crash report Quote Link to comment Share on other sites More sharing options...
Pushtin Posted November 11, 2021 Author Share Posted November 11, 2021 Good Afternoon @stokerg I did as you requested. While I wasn't prompted to restart the computer after disabling the intel card, I did so anyway. After launching, Designer crashed in approximately 13 seconds, just as before. I've attached the latest crash report below. -Matt 92f14aee-6dfe-4369-989e-c29f1329bca4.zip Quote Link to comment Share on other sites More sharing options...
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