Release version of photo2 4.0.2 (MSI) Windows 10

[PhilipPeake]

This is now an official request for support with this problem.

Affinity and Designer run with no problem. However, Photo2 refuses to start.

It doesn't even get as far as the splash screen. Runs fine if I run as Administrator.
Using what few tools I have to try to diagnose the problem, it appears that it checks for the existence of a directory, and not finding it, attempts to create it - and fails. It would be REALLY useful if it output an error message somewhere saying what failed, but not that I can find. What I really need is to know what/where this directory is, because it looks like a permissions problem, but I have no clue where to start looking.

Philip

[walt.farrell]

Just to be sure: You said it runs as Administrator. Did you try running it as a normal user after that? Sometimes running as Administrator just once has resolved the problem.

[PhilipPeake]

4 hours ago, walt.farrell said:

Just to be sure: You said it runs as Administrator. Did you try running it as a normal user after that? Sometimes running as Administrator just once has resolved the problem.

Yes. Same result. Little blue rotating circle for a couple of seconds then nothing.

[walt.farrell]

20 minutes ago, PhilipPeake said:

Yes. Same result. Little blue rotating circle for a couple of seconds then nothing.

Is it generating crash reports? If so, they might show something interesting.

 

[PhilipPeake]

6 minutes ago, walt.farrell said:

Is it generating crash reports? If so, they might show something interesting.

 

[walt.farrell]

Too bad. I have a system that doesn't like to generate crash reports, too.

That leaves just examining the Windows Event Log to see what might be going on.

[PhilipPeake]

Running under WinDBG this is where it fails:

 

75c000   C:\WINDOWS\SYSTEM32\CRYPTBASE.DLL
ModLoad: 00007ff9`40d50000 00007ff9`40d82000   C:\WINDOWS\SYSTEM32\SSPICLI.DLL
ModLoad: 00007ff8`ebf30000 00007ff8`ebfdb000   C:\Program Files\Affinity\Photo 2\libidmlimport.dll
ModLoad: 00007ff8`d7650000 00007ff8`d794c000   C:\Program Files\Affinity\Photo 2\libpsd.dll
ModLoad: 00007ff8`c1e90000 00007ff8`c2b01000   C:\WINDOWS\assembly\NativeImages_v4.0.30319_64\System\b187b7f31cee3e87b56c8edca55324e0\System.ni.dll
ModLoad: 00007ff8`c1410000 00007ff8`c1e85000   C:\WINDOWS\assembly\NativeImages_v4.0.30319_64\System.Core\570b7aac439a9e98f47d508ba4ab1330\System.Core.ni.dll
ModLoad: 00007ff8`c0f00000 00007ff8`c140f000   C:\WINDOWS\assembly\NativeImages_v4.0.30319_64\WindowsBase\a2c12f5d341e09f5027a441f5d99f563\WindowsBase.ni.dll
ModLoad: 00007ff9`40730000 00007ff9`40748000   C:\WINDOWS\SYSTEM32\CRYPTSP.dll
ModLoad: 00007ff9`3fe60000 00007ff9`3fe94000   C:\WINDOWS\system32\rsaenh.dll
ModLoad: 00007ff8`a4be0000 00007ff8`a5a3d000   C:\WINDOWS\assembly\NativeImages_v4.0.30319_64\PresentationCore\279c66539c296fb059d7762fbaf0a6ce\PresentationCore.ni.dll
ModLoad: 00007ff8`a34a0000 00007ff8`a4bd1000   C:\WINDOWS\assembly\NativeImages_v4.0.30319_64\Presentatio5ae0f00f#\eeb75ecbe3c76c0768c7e5f07e7a387b\PresentationFramework.ni.dll
ModLoad: 00007ff8`eb1a0000 00007ff8`eb417000   C:\WINDOWS\assembly\NativeImages_v4.0.30319_64\System.Xaml\5373b77997cff8767cdd7c55868335d0\System.Xaml.ni.dll
ModLoad: 00007ff9`2bbd0000 00007ff9`2bd1f000   C:\Windows\Microsoft.NET\Framework64\v4.0.30319\clrjit.dll
ModLoad: 00007ff8`e1750000 00007ff8`e1947000   C:\Windows\Microsoft.NET\Framework64\v4.0.30319\WPF\wpfgfx_v0400.dll
ModLoad: 00007ff8`ebe90000 00007ff8`ebf2a000   C:\WINDOWS\SYSTEM32\MSVCP140_CLR0400.dll
ModLoad: 00007ff8`ebd70000 00007ff8`ebe8f000   C:\Windows\Microsoft.NET\Framework64\v4.0.30319\WPF\PresentationNative_v0400.dll
ModLoad: 00000262`19050000 00000262`190be000   Serif.Windows.dll
ModLoad: 00000262`190c0000 00000262`1912e000   Serif.Windows.dll
ModLoad: 00007ff8`e0a40000 00007ff8`e0b73000   C:\WINDOWS\assembly\NativeImages_v4.0.30319_64\System.Configuration\5f4650136157b1ab3ef2655cd0808eee\System.Configuration.ni.dll
ModLoad: 00007ff8`a2bf0000 00007ff8`a349b000   C:\WINDOWS\assembly\NativeImages_v4.0.30319_64\System.Xml\db3df155ec9c0595b0198c4487f36ca1\System.Xml.ni.dll
ModLoad: 00007ff9`3ef20000 00007ff9`3f6b2000   C:\WINDOWS\SYSTEM32\windows.storage.dll
ModLoad: 00007ff9`40850000 00007ff9`40880000   C:\WINDOWS\System32\Wldp.dll
ModLoad: 00007ff9`40da0000 00007ff9`40dbf000   C:\WINDOWS\SYSTEM32\profapi.dll
ModLoad: 00007ff8`f17e0000 00007ff8`f1825000   C:\Program Files\Affinity\Photo 2\Serif.WinRT.dll
ModLoad: 00007ff9`3dfe0000 00007ff9`3e5a0000   C:\WINDOWS\SYSTEM32\d2d1.dll
ModLoad: 00007ff9`3f720000 00007ff9`3f813000   C:\WINDOWS\SYSTEM32\dxgi.dll
ModLoad: 00007ff9`3ec70000 00007ff9`3eed3000   C:\WINDOWS\SYSTEM32\d3d11.dll
ModLoad: 00007ff9`3c740000 00007ff9`3c923000   C:\WINDOWS\SYSTEM32\dcomp.dll
(64f8.612c): CLR exception - code e0434352 (first chance)
ModLoad: 00007ff9`1f4b0000 00007ff9`1f61a000   C:\Windows\Microsoft.NET\Framework64\v4.0.30319\diasymreader.dll
(64f8.612c): CLR exception - code e0434352 (!!! second chance !!!)
KERNELBASE!RaiseException+0x69:
00007ff9`40e8cd29 0f1f440000      nop     dword ptr [rax+rax]

 

[PhilipPeake]

Is there really no way to submit a support ticket and get any help from Affinity on fixing a problem??????

[walt.farrell]

2 hours ago, PhilipPeake said:

Is there really no way to submit a support ticket and get any help from Affinity on fixing a problem??????

There's a section of the forums for Questions (where you've posted this), another for Feedback, and another for Bug Reports. Serif should eventually get to your report here, or you could repost over there, possibly pointing to this topic for additional background discussion.

Or you could email affinity@serif.com, but I think they prefer we use the forums, especially since for many issues other forum users can provide assistance, resulting in problems being addressed faster.