Affinity crashed Assets and Brushes dissappered

[mrs68tm]

In the last few days Affinity Photo blocked and crashed. On my screen appears a white screen, then I have to force it to close. When reopened it, all my assetes are gone and some brushes are gone too, mainly the ones I bought from Affinity Store. Then I have to reinstalled them using my account and third party assets I have to install  them manually.

What causes this and what can be done in order no to re-install them every time after a crash. It is a waste of time for me to do it.

Affinity 1.10.5.1342  Windows Home 10 (10.0.19044) installed on a laptop

Thx

[Dan C]

Hi @mrs68tm,

Sorry to hear you're experiencing crashing and we're certainly sorry to hear this has resulted in data loss.

Can you please open Affinity and navigate to Edit > Preferences > Performance and try unticking Hardware Acceleration at the bottom of the dialog.

Restart the app as prompted and try editing once again - hopefully you should find the app no longer crashes for you

[mrs68tm]

Thx for the advice, but I never ticked Hardware acceleration.

I will try to see what is the root cause.

Thx again.

[Dan C]

1 minute ago, mrs68tm said:

I never ticked Hardware acceleration

This option is enabled by default so even if you haven't manually ticked this option, it may need changing.

Could you please provide a screenshot of your Performance dialog for me?

Did the application generate a crash report when it closed? To find these, please open Windows Run (Windows Key + R) then paste the following string and press OK:

%APPDATA%\Affinity\Photo\1.0\CrashReports\reports

In the window that opens, please select the 2 most recently created .DMP files, then attach these to your reply here.

Many thanks in advance!

[mrs68tm]

Hi,

 

See attached the required files.

br

796d1772-2bcd-4718-8706-26cbdbf17510.dmp 637e189b-ca60-4da6-b554-f8e733f6098e.dmp

[Dan C]

Many thanks for providing these for me - the crash reports show the app crashed when accessing raster data, which can be caused by outdated GPU drivers.

Can you please visit the Intel website and download the latest version of drivers for your system, then restart your PC once installed?

I can also see you have your RAM limit set to 46GB in the Performance dialog, how much memory (RAM) does your system have access to please?

[mrs68tm]

I have last update from Intel, all drivers are up-to-date (HP laptop), 8GB RAM, 512 GB SSD, Intel Celeron N2830 @ 2.16GHz, Windows x64 Windows 10 Home 21H2 19044.1645

Thx

[Dan C]

Thanks for confirming that for me - have you updated the drivers through Windows Update / Dell Driver Manager? I only ask as these methods are known to be a few versions behind the latest, however Windows will recognise these as the 'latest' available.

In regards to your available memory (RAM) please set the RAM Usage Limit in the Performance dialog to 8192 MB, then restart the app.

Hopefully this should reduce the crashing behaviour you've experienced!

[mrs68tm]

Being a HP laptop, it has installed HP center service and it makes updates on a regular basis. Windows makes its own updates. My problem is that Affinity crashed while it makes reinstalling the assets and brushes from my Affinity Store account. During this operation I leave the laptop untouched, no other programs are  running.

 

Thx

[Dan C]

Thanks for letting me know, as recommend above I would visit the Intel site directly and download the latest drivers from there to ensure they are fully up to date on your system.

I would also recommend following the 'clean installation' steps, linked below -

https://www.intel.co.uk/content/www/uk/en/support/articles/000057389/graphics.html

1 hour ago, mrs68tm said:

My problem is that Affinity crashed while it makes reinstalling the assets and brushes from my Affinity Store account

I'm sorry to hear this, just to confirm you have opened the app, signed into the My Account dialog and set the app to download/install your store assets etc - then during this installation the app crashes again?

[mrs68tm]

Before to start this post, Affinity crashed three times during re-installing the assests and brushes. Every time the screen turned white and I have to force it for closing.

I am always signed into my account. I opened my Affinity Photo and right now it is downloading assets and brushes (again) even if I closed it normally after I changed the RAM usage , but  the ones from third-party (Frankentoon, for example) and my own assets are ok. Very strange. It is for the first time when it happens.

I have cheked my driver using an app from Intel, I have it installed since 2020, it told me that I am up-to-date.

 

Thx

[Dan C]

22 minutes ago, mrs68tm said:

Before to start this post, Affinity crashed three times during re-installing the assests and brushes. Every time the screen turned white and I have to force it for closing.

Thanks for confirming that and I'm sorry to hear this - I've certainly not heard of this happening previously.

Can you please provide the latest 2 crash reports from the same folder as previous here for me? I suspect this will be caused by a different issue.

[mrs68tm]

See attached the last two files.

778d4cf9-9587-4441-b427-c8e48926f27b.dmp 969e5e6b-dace-4e44-93ab-81f0506af688.dmp

[Dan C]

Thanks for providing those for me - these show that Norton Antivirus is interfering with the Affinity apps and may be the cause of the crashing, as Norton may be 'scanning' the files as they are downloading and this can create issues whilst Affinity is downloading/installing these files.

Can you please try disabling Norton Antivirus temporarily and installing these resources once again. Does this stop the crashing behaviour please?

[mrs68tm]

I will do it and I let you know.

Thx for the tip