Menu FILE Crashes

[Lola.Montez]

The menu item File works perfectly as long as no file is opened.

If a file is opened and I go to the File menu item, the programme will crash immediately.

Affinity Photo runs on Windows 10 with the latest updates.

Attached is the latest crash report.

Can someone help me?

Regards,

Lola

937f2cd5-50d7-4db2-a926-3fc7a7a619a1.dmp

[Dan C]

Hi @Lola.Montez,

Thanks for your report and I'm sorry to hear you're having trouble!

From the crash report you've provided, it appears as though the app is crashing when accessing Windows UWP, through .NET, which Affinity uses for the applications UI.

Therefore I'd like to try repairing .NET to resolve this issue. Can you please download and run the following Microsoft repair tool -

https://www.microsoft.com/en-gb/download/details.aspx?id=30135

Once run, please check your Windows for any available Updates and install these if available.

Now restart your PC and try opening the File menu in Affinity once again. Does this resolve the crashing behaviour for you please?

[Lola.Montez]

Hello Dan C,

thank you very much for your answer.

Unfortunately, it doesn't seem to be solved that easily.

I have run the NET Framework Rapairing Tool, but the tool then prompts me to update or reinstall the NET Framework.

I have the Framework version 4.8. and unfortunately this cannot be uninstalled, and the update is handled by Windows Update. This updates can't be uninstalled too.

Is there maybe another way to fix the problem?

Greetings

Lola

[Dan C]

Thanks for trying that for me and I'm sorry to hear this!

1 hour ago, Lola.Montez said:

the tool then prompts me to update or reinstall the NET Framework

If you select the 'Update' option, does this install the updates for you, or prompt you to install Windows updates - if the latter, we'd recommend installing the latest Windows updates as available.

1 hour ago, Lola.Montez said:

Is there maybe another way to fix the problem?

Another option to try is resetting the app to default settings, as it may be a setting file has cached incorrectly causing this crash.

You can reset your app back to its default settings by holding down the CTRL key while launching the app. When the Clear User Data window appears, click Affinity Photo 2 to enable all of the options in the top section and then click Clear. The app will now open.

Please do let me know is this helps

[Lola.Montez]

Hello Dan,

Thanks for the suggested solutions - unfortunately they don't work either.

With the Framework Repairing Tool I have no possibilities to do anything. I only get this message (see screenshot).

I also re-downloaded the NET Framework, and tried to install it - but that didn't work, because it is already installed.

Windows itself doesn't offer any options on an update.

Other than that, all the latest Windows updates are installed.

Unfortunately, resetting the app did not change anything either.

With version 2.03, which I had before, the problem was not yet present.

Does it perhaps make sense to reinstall the older version?

Regards

Lola

 

Edited April 18, 2023 by Lola.Montez

[walt.farrell]

15 minutes ago, Lola.Montez said:

With the Framework Repairing Tool I have no possibilities to do anything. I only get this message (see screenshot).

The message you got says that it made a repair. If that repair didn't fix it, what other options do you get when you press Next?

[Lola.Montez]

Hallo Dan,

when I press next, there are no more options.

The repair tool only collects logs, and that's all.

I can attach the logs - maybe this can help.

Sorry for my bad english, I'm from Germany.

Greetings

Lola

FixDotNet20230418204718744.cab

[Dan C]

Many thanks for the further information provided Lola, 

17 hours ago, Lola.Montez said:

With version 2.03, which I had before, the problem was not yet present.

This is certainly interesting, as I do not believe anything was changed in regards to the File menu between 2.0.3 & 2.0.4 - we may need to revert to a previous version but I'd like to try and identify the cause to avoid this if possible.

• With a document open in the app, are you able to use other menus, such as Edit, Text, Document etc - or does this also crash the app?
   
• Do you have Publisher or Designer installed? Does the same issue occur in these apps, or only Photo?
   
• Within Affinity Photo, please navigate to Edit > Preferences > Performance and provide a screenshot of your settings here for me.
   
• Does the same issue occur in the latest beta (2.1) version? You can find out how sign up for this here, which can be installed alongside your retail version - 
  https://forum.affinity.serif.com/index.php?/topic/181008-how-to-participate-in-the-affinity-beta-software-program/
   

Finally, I'd like to request a copy of your Event Viewer log, as this may contain more information as to the cause of this crash.

To generate this please do the following:

1. Open Windows Run (Windows Key + R) and type the following - eventvwr
2. In the window that opens, select the Windows Logs drop-down list on the left and then Applications
3. With the Applications logs selected, navigate to the right side of the window and select Save All Events As... and save them as .evtx (the default option).
4. Attach this saved file to your reply here.  

Many thanks once again

[Lola.Montez]

Hello Dan,

first of all, thank you very much for being so concerned with my problem.

Regarding your questions:
    
When an image is open, I can edit it with all other menu items without any problems. Only when clicking on the file menu the program crashes immediately.

I do not have Designer and Publisher installed.

I still have version 1.10.5 of PHOTO installed and it works fine.

I have now installed the 2.1 beta, and there the menu file works as it should.

A copy of the application log I have attached.

Many greetings

Lola

Anwendungsprotokoll.evtx

[Dan C]

No problem at all, thanks for verifying that for me and the log file provided

I can see you have a Wacom device, out of interest are you selecting the File menu with a mouse, or with your Wacom tablet?
Does the same issue occur if you disconnect the Wacom device?

I can also see you are running Kaspersky, which may be interfering with the app once a file is loaded - if you are able to temporarily pause/close Kaspersky, does this change the behaviour please?

21 hours ago, Lola.Montez said:

I have now installed the 2.1 beta, and there the menu file works as it should.

I'm glad to hear that 2.1 is working as expected for you - I'd recommend continuing using this version with a copy of any of your current documents in order to use the app whilst our team investigates this issue further, as I have forwarded your log file through to our developers and I will be sure to respond here ASAP with further suggestions!

[Lola.Montez]

Hi Dan,

thank you for your input.

Regarding your questions:

I only work with the tablet, but when I remove it, and work with the notebook pad, it doesn't work either.

With the virus scanner it is the same - with or without, the program crashes.

So I will follow your suggestion, and work with the beta version for now. 

Best regards

Lola

[Dan C]

Thank you for trying that for me!

Our developers have been able to investigate further and it appears as though this crash is occurring when the app is initiating a search for the 'Edit in Designer/Publisher' File menu options to see which other Affinity apps you have installed.

Our team are now working to resolve this crash, hopefully in the next update.

I hope this helps

[Lola.Montez]

Hello Dan,

that sounds good, and I can work with the beta version in the meantime.

Thanks again and have a nice weekend

Lola