Affinity Photo stops with start box on Windows

[Duke_do]

Hello,

I have a problem with Affinity Photo. When I start it, the start box opens (currently with the jellyfish) and nothing happens anymore. In TaskManager see how Affinity is using more and more memory.
I had installed the version 1.10.4. This ran also once, until it suddenly came to the problem described above.
I then downloaded and installed the current version 1.10.5.1342. The problem remained the same.
After that I started Affinity in connection with the CTRL key and deleted all user settings. The problem remains.
After that I uninstalled the program, deleted the directories, did a reboot and reinstalled again. The problem remains.
I updated the graphics drivers via Dell, the problem remains. Updated the graphics drivers via Intel, problem remains.

My system:

Dell Inc. Inspiron 7506 2n1
BIOS Version 1.16.0
Mainboard manufacturer Dell Inc. model 0G72HV version A00
Operating system Edition Microsoft Windows 10 Home (64-bit) Version (Build) 21H2 (10.0.19044)
Intel® Iris® Xe - Version27.20.100.8436 (Dell Version via Microsoft Update or Dell Drivers)
Intel® Iris® Xe MAX Graphics Version27.20.100.9749 (Dell Version via Microsoft Update or Dell Drivers)

Also tested with Intel driver 31.0.101.3222, problem remains

Greetings and I hope for help
Daniel

[stokerg]

Hi @Duke_doand Welcome to the Forums,

I had someone with the same issue yesterday and it turned out to be video card drivers, but this was with an AMD graphics card.  As you've already updated your drivers, can you try the advice on this post and see if disabling openCL allows you to start Affinity.  If that does help, then its possible you are running into this issue as openCL is enabled by default in Affinity and doing a clean install of the Intel drivers, should allow you to then enable openCL in Preferences. 

[Duke_do]

Hi @stokerg

Thanks for your attention. I looked in the directory %AppData%\Affinity\Photo\1.0\Settings but it is empty.

I created the file PerformancePreferences.xml and entered this line:

	<UseHardwareAcceleration>False</UseHardwareAcceleration>
</Settings>

After that I started the App and get now the massage, that by loading the configuration, errors would be found. After hit "OK" the problem still is there.

[stokerg]

1 hour ago, Duke_do said:

After that I started the App and get now the massage, that by loading the configuration, errors would be found. After hit "OK" the problem still is there.

Okay, try this: Download the following file: https://www.dropbox.com/s/5auztpajukr2tym/PerformancePreferences.xml?dl=0 There is a download button in the top right of the page and once downloaded, you'll need to move it to this location:
%appdata%\Affinity\Photo\1.0\Settings\

Then try starting Affinity.  If it still hangs on loading, call up Task Manager and on the Processes tab right click on Photo.exe and select Create Dump.  If you can then attach that dump file here, i'll be able to get it be bugged and fingers crossed, it will tell us why it's hanging.

[v_kyr]

Also see this thread here ...

... and there then especially also how a common PerformancePreferences.xml file looks like and where it path wise belongs to.

PerformancePreferences.xml

 

1 hour ago, Duke_do said:

Thanks for your attention. I looked in the directory %AppData%\Affinity\Photo\1.0\Settings but it is empty.

I created the file PerformancePreferences.xml and ...

The above shown/referenced "OpenCL Disabler v1.2" tool has an on demand option (a settable checkbox) to auto-create any possible missing PerformancePreferences.xml file in the ...\settings\... directory, if the tool detects that there isn't such a file available under a settings directory. - So if you remove your manually created one, it should when run afterwards create a PerformancePreferences.xml file there for you, as far as the "[x] Create any missing performance XML files" is checked!

[Duke_do]

Thanks for your help.

I used Affinity OpenCL Disabler v1.2 to create a new PerformancePreferences.xml. That looks good and the entry   <UseHardwareAcceleration>False</UseHardwareAcceleration> is now in the file. There is no more a info, that the configuration contains errors.

Started the App, but it still not work. I create the dump form the Photo.exe:

https://www.dropbox.com/s/w5opd3pb5ympznf/Photo.zip?dl=0

[stokerg]

Hi @Duke_do,

Thanks for the the DMP file.  I've ran it through our debugger but sadly it didn't show anything useful to me.  I'll pass it over to the QA team to see if they can get anything from it.

One thing i did notice, there was reference to Microsoft .NET Framework, so it would be worth running the .NET Repair tool which can be downloaded from here and then seeing if Affinity starts.

[Duke_do]

Hi @stokerg,

Thanks again. Let the .Net Repair Tool check the installation. Corrected a few things, but didn´t help to let the Photo App start correct.

Daniel

[carl123]

On 8/25/2022 at 11:36 AM, Duke_do said:

When I start it, the start box opens (currently with the jellyfish) and nothing happens anymore

That's called the Splash Screen

Are you saying that that screen remains on screen or does it disappear but you get nothing else? (But the program remains open or does it close?)

If it does remain on screen, when it first appears you should get a loading fonts message on the right-hand side of that screen

Do you see that message and if so, does it remain on the screen or disappear after a little while?

 

[Duke_do]

The splash screen opend. No further message in the splash screen. At the start the corners of the splash screen are rounded. If I move the mouse into the splash screen the mouse pointer changes to a blue circling ring. After some time, the corners of the spalsh screen become angular. Much later, the Windows message appears that the program is no longer responding.

Edited August 26, 2022 by Duke_do

[carl123]

3 minutes ago, Duke_do said:

After some time, the corners of the spalsh screen become angular.

Never seen that before...

If you have the capability, can you upload a video showing what happens

 

Alternatively, can you try to capture 2 screenshots. One with the Splash Screen when it first appears (rounded corners) and the second when it becomes "angular".

You may need to run the program twice to capture both of them.

 

 

[Duke_do]

Here are the two screenshots

[carl123]

Thanks

In the PerformancePreferences.xml file you modified earlier you may have a line like this

<RendererName>Intel(R) UHD Graphics 630</RendererName>

It will have the name of your graphics card (not mine) in it

If that line exists delete the whole line and replace it with

<UseHardwareD3D>False</UseHardwareD3D>

If it does not exist still add the above line under the line that starts <UseDithering>

This will eliminate your graphics card and driver being any part of the problem as it will switch to software rendering of the interface

Also, when convenient to you please reboot your PC before doing the above and then run APhoto

[Duke_do]

Hi @carl123,

cheked the PerformancePreferences.xml and there is no RenderName line. I added the <UseHardwareD3D>False</UseHardwareD3D> and reboot the PC.

It do not help and the app still not starts.

Daniel

[carl123]

Thanks for doing that, I think that does at least eliminate your graphics card and drivers to some degree

You may have to wait for the QA Team to get back to @stoker on this one

 

In the meantime, you could check your Windows Event Logs for any "errors" when you start APhoto

 

There have been a few cases similar to yours (3 listed below - there are others)

You may also want to go through them to see if any of the suggestions work for you or ring any bells

https://forum.affinity.serif.com/index.php?/topic/147038-splash-screen-remains-after-photo-has-started/

https://forum.affinity.serif.com/index.php?/topic/162545-photo-designer-publisher-now-all-hang-on-attempted-startup/

https://forum.affinity.serif.com/index.php?/topic/118587-splash-screen-hangs-affinity-photo/

 

There is also a "known problem software" list of programs that interferes with the Affinity apps, you may just want to check that as well but initially I did not see anything there that matched your symptoms

https://forum.affinity.serif.com/index.php?/topic/44770-issues-caused-by-third-party-software/

 

[v_kyr]

The most common scenarios for such Win behaviors are usually ...

1. GPU driver versions and APh hardware acceleration OpenCL settings
2. Possible MS .Net runtime installment integrity problems
3. System Font scans and remapping issues (font_map.dat)
4. Some other third party software influences
5. An outdated Wacom etc. tablet driver (in case one uses any third party tablet)
6. ...

So looking after possible APh based Win Event Log entries & by APh written crash reports, often helps to narrow down the problem here!

If all that is fruitless, a complete deinstall (...also with removing all possible APh related left overs due to several before done installments spread over the system and the Win registry) and then a fresh new install with all needed pre-requireties, can sometimes remove and clear up software side-effects.

[Duke_do]

Hi @v_kyr

point 1 and 2 we had checked an as far as I get it, that are not the affected on.

In which way I can check 3,4 and 5?

The crash report directory is empty.

I still hope the support will come back with any informations abaout the Dump file from Task Manager.

[v_kyr]

3 hours ago, Duke_do said:

The crash report directory is empty.

Then check the Win Event logs for any APh related messages/logs/occurences ...

• What Is the Windows Event Viewer, and How Can I Use It?
• Checking Win Event Logs  (in the Application section look after entries that are related to APh)
• ... etc. ...

3 hours ago, Duke_do said:

I still hope the support will come back with any informations abaout the Dump file from Task Manager.

Maybe, though AFAI can see that's an 13,69 GB file and so nothing small to step/scan through at all.

[Duke_do]

There are no messages in the event log. Only if I stop the hanging app, there is a new messageg related to Affinity Photo. Attached is the file "Report.wer" and the messages, hope that give informations, what is going wrong:

Protokollname: Application
Quelle:        Windows Error Reporting
Datum:         29.08.2022 15:22:49
Ereignis-ID:   1001
Aufgabenkategorie:Keine
Ebene:         Informationen
Schlüsselwörter:Klassisch
Benutzer:      Nicht zutreffend
Computer:      DellDaniel7502
Beschreibung:
Fehlerbucket , Typ 0
Ereignisname: AppHangB1
Antwort: Nicht verfügbar
CAB-Datei-ID: 0

Problemsignatur:
P1: Photo.exe
P2: 1.10.5.1342
P3: 62227da7
P4: 00af
P5: 134217728
P6:
P7:
P8:
P9:
P10:

Angefügte Dateien:

Diese Dateien befinden sich möglicherweise hier:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppHang_Photo.exe_f0e4a5cc745310e39d6271ba49c912ebe18f315_c2ebf36e_9f5e80aa-062f-4464-a244-d5411b90f71c

Analysesymbol:
Es wird erneut nach einer Lösung gesucht: 0
Berichts-ID: 84d16923-747d-4dcd-8cad-06ccc3a20a6e
Berichtstatus: 100
Bucket mit Hash:
CAB-Datei-Guid: 0
Ereignis-XML:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Windows Error Reporting" />
    <EventID Qualifiers="0">1001</EventID>
    <Version>0</Version>
    <Level>4</Level>
    <Task>0</Task>
    <Opcode>0</Opcode>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2022-08-29T13:22:49.6479221Z" />
    <EventRecordID>804530</EventRecordID>
    <Correlation />
    <Execution ProcessID="0" ThreadID="0" />
    <Channel>Application</Channel>
    <Computer>DellDaniel7502</Computer>
    <Security />
  </System>
  <EventData>
    <Data>
    </Data>
    <Data>0</Data>
    <Data>AppHangB1</Data>
    <Data>Nicht verfügbar</Data>
    <Data>0</Data>
    <Data>Photo.exe</Data>
    <Data>1.10.5.1342</Data>
    <Data>62227da7</Data>
    <Data>00af</Data>
    <Data>134217728</Data>
    <Data>
    </Data>
    <Data>
    </Data>
    <Data>
    </Data>
    <Data>
    </Data>
    <Data>
    </Data>
    <Data>
    </Data>
    <Data>\\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppHang_Photo.exe_f0e4a5cc745310e39d6271ba49c912ebe18f315_c2ebf36e_9f5e80aa-062f-4464-a244-d5411b90f71c</Data>
    <Data>
    </Data>
    <Data>0</Data>
    <Data>84d16923-747d-4dcd-8cad-06ccc3a20a6e</Data>
    <Data>100</Data>
    <Data>
    </Data>
    <Data>0</Data>
  </EventData>
</Event>

Report.wer

[Duke_do]

Any updates? My Affinity Photo still not starts!

[v_kyr]

It doesn't tell that much, beside being an "AppHangB1" error, which can have different possible causes and so is somehow undertermined.

You should completely deinstall APh (ideally also clean it's registry entries) and then freshly reinstall it. - Further again check/tryout with a different Intel Iris Xe GPU driver version.

[Duke_do]

Is there a Howto to fully deinstall Aph?

I allready deinstalled it from App, but don't know where in registry and which directory I must delet.

I tested differnt drivers from grafic card from Microsoft, Dell and Intel. Just today I installed the latest Intel update from September. That don't change anything.

[v_kyr]

36 minutes ago, Duke_do said:

Is there a Howto to fully deinstall Aph?

See:

Other than that (the usual MS Win uninstall way) there are a bunch of third party uninstaller apps like ...

• CCleaner
• .. etc.

When in doubt, leave the Win registry entries as they are!

[Rob123]

Hello,

i have the same problem: When I start it, the start box opens (currently with the jellyfish) and the box close instantly.

I do all the Tips, but nothing helps.

See the Dump File in the attachment.

Here is the Analyze with a Dump-Tool.

br

hope for help...

*******************************************************************************
*                                                                             *
*                        Exception Analysis                                   *
*                                                                             *
*******************************************************************************

*** WARNING: Unable to verify checksum for USER32.dll
*** WARNING: Unable to verify checksum for ole32.dll
*** WARNING: Unable to verify checksum for twinapi.appcore.dll
DEBUG_FLR_EXCEPTION_CODE(80131604) and the ".exr -1" ExceptionCode(e0434352) don't match

KEY_VALUES_STRING: 1

    Key  : Analysis.CPU.mSec
    Value: 6390

    Key  : Analysis.DebugAnalysisManager
    Value: Create

    Key  : Analysis.Elapsed.mSec
    Value: 21110

    Key  : Analysis.Init.CPU.mSec
    Value: 5265

    Key  : Analysis.Init.Elapsed.mSec
    Value: 314775

    Key  : Analysis.Memory.CommitPeak.Mb
    Value: 1373

    Key  : CLR.BuiltBy
    Value: NET48REL1LAST_C

    Key  : CLR.Engine
    Value: CLR

    Key  : CLR.MissingMetaData
    Value: clr!g_pConfig

    Key  : CLR.Version
    Value: 4.8.4515.0

    Key  : Timeline.Process.Start.DeltaSec
    Value: 4

    Key  : WER.Process.Version
    Value: 1.10.5.1342


FILE_IN_CAB:  7211e708-adce-490d-b730-f4aaddbd316c.dmp

NTGLOBALFLAG:  0

PROCESS_BAM_CURRENT_THROTTLED: 0

PROCESS_BAM_PREVIOUS_THROTTLED: 0

CONTEXT:  (.ecxr)
rax=000001e8c0a1e810 rbx=00000000e0434352 rcx=006f006900000000
rdx=002e0034003d006e rsi=0000000000000001 rdi=0000000000000005
rip=00007ffd9cae474c rsp=000000c6239fea00 rbp=000000c6239fefc0
 r8=0000000000000000  r9=00007ffd00000000 r10=00007ffd8346aa3c
r11=00007ffd00000004 r12=0000000000004000 r13=000000c6239ff180
r14=000000c6239feb98 r15=000001e88ab16d70
iopl=0         nv up ei pl nz na po nc
cs=0033  ss=0000  ds=0000  es=0000  fs=0053  gs=002b             efl=00000206
KERNELBASE!RaiseException+0x6c:
00007ffd`9cae474c 0f1f440000      nop     dword ptr [rax+rax]
Resetting default scope

EXCEPTION_RECORD:  (.exr -1)
ExceptionAddress: 00007ffd9cae474c (KERNELBASE!RaiseException+0x000000000000006c)
   ExceptionCode: e0434352 (CLR exception)
  ExceptionFlags: 00000081
NumberParameters: 5
   Parameter[0]: ffffffff80131604
   Parameter[1]: 0000000000000000
   Parameter[2]: 0000000000000000
   Parameter[3]: 0000000000000000
   Parameter[4]: 00007ffd82c40000

PROCESS_NAME:  Photo.exe

EXCEPTION_CODE_STR:  80131604

FAULTING_THREAD:  ffffffff

STACK_TEXT:  
00000000`00000000 00000000`00000000 Photo!unknown_function+0x0


STACK_COMMAND:  ** Pseudo Context ** ManagedPseudo ** Value: ffffffff ** ; kb

SYMBOL_NAME:  Photo!unknown_function

MODULE_NAME: Photo

IMAGE_NAME:  Photo.exe

FAILURE_BUCKET_ID:  CLR_EXCEPTION_80131604_Photo.exe!unknown_function

OSPLATFORM_TYPE:  x64

OSNAME:  Windows 10

IMAGE_VERSION:  1.10.5.1342

FAILURE_ID_HASH:  {4d5d68ec-8850-1601-9f37-557f98a173a7}

Followup:     MachineOwner
---------

7211e708-adce-490d-b730-f4aaddbd316c.dmp

[v_kyr]

3 hours ago, Rob123 said:

i have the same problem: When I start it, the start box opens (currently with the jellyfish) and the box close instantly.

I do all the Tips, but nothing helps.

Did you alraedy checked your GPU driver & version, and also have tried to check/repair the .Net run-time environment v4.8 (called the common language runtime - CLR) on your Win system?

See also CLR related:

• .NET Framework versions and dependencies
• Microsoft .NET Framework Repair Tool

Your DMP file stack trace shows this (see the attached TXT-file) ...

• dmp_stack_trace.txt