Crashing

[svikesyo]

Designer crashes seconds after I open it, regardless of which file I open and even if I don’t go into a file. I have restarted the iPad and I have even uninstalled and reinstalled the app. I am on a deadline and this is devastating to my project. 

[NathanC]

Hi @svikesyo,

Sorry to hear that, I've included some initial potential solutions to try running through below:

Force restart your iPad

This clears the iPad Cache and can sometimes resolve unusual issues, see the FAQ below for the full instructions dependant on your device.

Factory Reset the app via a CTRL runup

It's possible that a local user settings file or corrupt brush, asset etc. is causing problems, try following the below to fully factory reset the app (Note: this will clear of any custom/downloaded asset, brushes, styles etc, so they will need re-downloading or importing after):

1. Completely close the Designer 2 app
2. Launch the app and quickly double tap anywhere on the screen during the splash/start screen
3. A 'Clear User Data' menu should appear, tick 'Select All', Untick 'De-activate Affinity 2 apps' and then press 'Reset'
4. The app will now launch, initially try just creating a new blank document and see if it crashes, and if it doesn't try opening an existing file saved on your iPad

------

If it's still crashing we'll need a bit more information about your device, so if you could confirm/provide the following:

• Is Designer 2 running the latest version (2.2.1)? (This can be checked on the IOS App Store)
• What IOS version are you running (iPad Settings > General > About)?
• What iPad model are you using (Found in same location as above)?
• Could you provide us with some recently generated crash report files? The FAQ below details how to find these.

Many thanks

 

 

 

[svikesyo]

Thank you for your reply! I’ve tried your suggestions and the problem persists so here I’ll address the following:

• Is Designer 2 running the latest version (2.2.1)? (This can be checked on the IOS App Store) YES, THE APP HAS BEEN UPDATED TO 2.2.1
• What IOS version are you running (iPad Settings > General > About)? IPAD OS VERSION 16
• What iPad model are you using (Found in same location as above)? IPAD 10TH GENERATION
• Could you provide us with some recently generated crash report files? The FAQ below details how to find these. I’VE PROVIDED THREE, ONE OF WHICH IS AFTER APPLYING YOUR INITIAL SUGGESTIONS.

Designer iPad-2023-10-19-092359.ips Designer iPad-2023-10-19-093107.ips Designer iPad-2023-10-18-201253.ips

[NathanC]

Hi @svikesyo,

Thanks for following up with the additional information and trying the previous suggestions. I've raised these reports internally, and we just want to confirm how much storage space is currently available on your iPad? (iPad Settings > General > iPad Storage). It's important that there is some available space as it may be trying to download add-ons from the affinity store, which is causing it to crash due to a lack of storage capacity.

In addition, if you have multiple affinity apps installed on your device, (Including both V1 and V2 affinity apps) could you try removing all of them from your device? This will clear down any shared/group folders which could be causing the issue. Once you have removed the apps, reboot your iPad and try re-installing just Designer v2 and see if this restores the app functionality.

[svikesyo]

Thanks Nathan,

I’ll try removing the other apps and restarting. In the meantime, screenshot of storage attached.

[NathanC]

Thanks for that, I'd say that you've got more than sufficient available storage so that can be ruled out. If you are able to get into the other affinity apps, be sure to back up anything in your 'Live docs' screen to your iPad files/Cloud storage and anything saved to the 'Affinity Photo/Publisher' folders in Files/iCloud as if you have these Application directories (you might not have them anyway) they are removed along with their contents when the app is uninstalled.

[svikesyo]

Is there a way to back up the documents in live docs without being in the app? It crashes before I can save anything…

[NathanC]

Just before proceeding with the document backup/complete removal of all affinity apps, I've just been following up internally we just want to confirm if you remain signed out of your Affinity ID on the affinity store if that stops the app from continually crashing by repeating the full app reset but this time also de-activate the apps.

1. Reboot you iPad to clear all opened background apps
2. Launch the Designer app and quickly double tap anywhere on the screen during the splash/start screen
3. A 'Clear User Data' menu should appear, tick 'Select All' and then press 'Reset'
4. The app will now launch and will have de-activated, if you go to 'activate' and then sign in with your Affinity ID details to activate the app again
5. This should then re-activate the app, it may ask you at this point if you want to 'link this app to my account' or 'Register this purchase to my account', press 'No'/'Not Now' to remain signed out of your Affinity ID, and remain signed out of your Affinity account under the 'my addons' section for now.

After doing this, let me know if this returns the app to normal, if not see the below regarding your query.

12 hours ago, svikesyo said:

Is there a way to back up the documents in live docs without being in the app? It crashes before I can save anything…

There isn't an easy way I'm afraid, but It may be possible to back up the live documents up using the iMazing app to access the app files, but this does require access to a desktop PC/Mac:

Download iMazing (only the free trial is needed) https://imazing.com/
•    Connect your iPad to your computer
•    Make a backup of the iPad through iMazing
•    In the top right click the iPad's name and select the backup you've just made
•    Inside the folder Apps > Affinity Photo 2 > Library > Application Support > com.seriflabs.affinitydesigner2.ios > 
•    Drag the Autosave folder to your desktop (iMazing trial allows 10 drag operations, so doing the folder will get all files exported at once)
•    Rename the files inside this folder from .autosave to .afphoto and then try opening these files (if you don't own Affinity on the desktop, you will need to transfer these back to the iPad to be opened, using a cloud service etc)

Hopefully you are able to recover your previously unsaved live docs before proceeding with the uninstallation, you'll need to amend the file path slightly for each of the apps:

com.seriflabs.affinitydesigner2.ios

com.seriflabs.affinitypublisher2.ios

com.seriflabs.affinityphoto2.ios

[svikesyo]

That appears to have fixed it! Hopefully it continues to behave. Thank you!

[Affinity Info Bot]

The issue "[Crash report] - Creating/opening a file or navigating to Settings crashes app with relation to "Affinity::CloudServices::Content"" (REF: AF-612) has been fixed by the developers in internal build "2.4.0.2185".
This fix should soon be available as a customer beta and is planned for inclusion in the next customer release.
Customer beta builds are announced here and you can participate by following these instructions.
If you still experience this problem once you are using that build version (or later) please reply to this thread including @Serif Info Bot to notify us.