Publisher crashing

[RakaiaNews]

Hi,

I am a technician posting this on behalf of a client who is using Affinity Publisher version 1.10.4.1198

The program is crashing often. Below is the windows log output. It's a .Net exception. Can anyone there assist with this?

The particular event shown below occurred when they were altering a font size of a selection using the drop down menu - the program seemed to stall and then closed.

As a technician all I have done is install the latest cumulative update for windows.

The version of windows installed is build 19042.1466

Regards

Kelvin

Application: Publisher.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: System.AccessViolationException
   at <Module>.Kernel.Countable.Release(Kernel.Countable*)
   at Serif.Interop.Persona.CountedPtr<PreflightResult const >.Reset(PreflightResult*)
   at Serif.Interop.Persona.CountedPtr<PreflightResult const >.op_Assign(Kernel.Counted<PreflightResult const >*)
   at Serif.Interop.Persona.Data.PreflightPageDataSource.OnResultsUpdated()
   at Serif.Interop.Persona.PreflightResultsUpdatedNotificationHandler.Invoke(System.Object, Serif.Interop.Persona.PreflightResultsUpdatedNotificationEventArgs)
   at Serif.Interop.Persona.Services.InteropService.OnPreflightResultsUpdatedNotification(Serif.Interop.Persona.NativeWrapper<Kernel::NonCounted<Kernel::Notification> >)
   at Serif.Interop.Persona.Services.InteropService.HandleNotification(Kernel.Counted<Kernel::Notification>*, Boolean)
   at Serif.Interop.Persona.Services.InteropService.OnNotify(Kernel.Counted<Kernel::Notification>*)
   at <Module>.GetNotificationDispatch.<lambda_2bcb078db99a2694ff26461d0eed393e>.()()(?GetNotificationDispatch@@$$FYA?AV?$function@$$A6AXXZ@std@@V?$Counted@VNotification@Kernel@@@Kernel@@@Z.__l2.<lambda_2bcb078db99a2694ff26461d0eed393e>*)
   at MS.Win32.UnsafeNativeMethods.DispatchMessage(System.Windows.Interop.MSG ByRef)
   at System.Windows.Threading.Dispatcher.PushFrameImpl(System.Windows.Threading.DispatcherFrame)
   at System.Windows.Application.RunDispatcher(System.Object)
   at System.Windows.Application.RunInternal(System.Windows.Window)
   at Publisher.Application.Main(System.String[])

[RakaiaNews]

See attached. The last 5 crash reports.

0c95cd55-b741-47d2-88b7-15bfa694f4d0.dmp b536671f-0034-423b-b47f-583730144fd7.dmp 0545676d-f67e-4ad2-a216-3ea50ddf9e3c.dmp b1410fb6-b01d-48c2-a9e1-dd0ef8316f7a.dmp

[Callum]

Hi Kelvintronic,
Welcome to the forums

Thank you for providing the crash reports I will pass them on to our QA team.
Please could you tell me if you and your client have tried fully reinstalling the app or reinstalling the latest version of the .NET framework from Microsoft?

Thanks
C

[RakaiaNews]

Hi Callum,

I can confirm I have done neither. The client only subscribed late last year.

I will contact them and complete these actions ASAP.

Regards

Kelvin

[RakaiaNews]

Hi @Callum

I have finally been able to remote into my client and have attempted to install version 4.8 (the recommended install) of dotnet. The system say's it is already up to date.

If the software requires a specific version please specify.

At this time I have chosen not to reinstall the software as they have only been using the software since December.

If you insist on a reinstall anyway, please let me know.

My client publishes a small town newspaper and is about to begin work on the next issue. I have told them that if the software crashes again to save a copy of the document they were editing at the time and inform me. I will retrieve the document and the crash report and forward it to you.

Regards

Kelvin

 

[RakaiaNews]

Hi @Callum

Last week I provided my client with a loan PC (i5 16gb) with a clean install of Windows 10 and installed Publisher on this. After 15minutes of editing the program crashed with the same .NET exception. They then loaded the file up again and was able to complete the newspaper without further crashing (24ish hours).

Unfortunately they forgot to save the file after the crash. Also, when I went to find the crash report it was not there. Do crash reports need to be turned on?

Regards

Kelvin

 

[Callum]

Hi KelvinTronic,

Sorry for the delayed response, Crash reports are temporary so in some cases they will be deleted upon reboot etc. I find it quite odd the same crash is occurring on a different computer. Does your client use a template project that they open and work off of each time they go to create a file? I wonder if perhaps there is a common file or project between these devices which is causing this issue. 

Out of interest was the new PC cloned from the original one or was everything reinstalled from scratch?

Thanks
C

[RakaiaNews]

Hi @Callum

The PC was a fresh install of windows 10 Pro. The project file is definitely common.

Last week I advised my client to upgrade their graphics card to take advantage of the hardware acceleration that your software utilizes. They went for it and I have just installed a new NVIDIA GeForce 1650 in their machine - this card is capable of utilizing Direct3D 12 as noted in your software pre requisites. I note in the performance preferences screen hardware acceleration can be turned on with a check box. However, once the card was installed and drivers loaded the software gave me the 'Unsupported Machine Configuration' - please see the picture attached.

I suspect that it is because the PC is using Windows Home but the software pre requisites do not specify Windows Pro as required. What do I have to do to enable the feature?

Also, I have installed a second internal SSD to hold their project files.

Regards

Kelvin