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New install won't launch


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I recently had to reset my computer. It is now running the latest Windows 11 update. When I install the latest version of any of the Affinity programs, they install, but won't launch. I've uninstalled, restarted my computer, reinstalled, and still the same problem. When I click launch it shows up in my task manager background processes for a few seconds then disappears and doesn't open. I've tried installing from both types of install files with no luck. Yes, I uninstalled one before installing the other. Hoping this will resolve itself with an update of affinity. I have disabled hardware acceleration, as well. Not sure where to go from here, but thought the developers should know.

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Hi @katydidk,

Welcome to the Affinity Forums and we're sorry to hear you're having trouble. Our sincerest apologies for the delayed response here, we have been exceptionally busy following our Canva acquisition announcement which has temporarily increased our response time. We're working hard to stay on top of things, so we thank you for your patience and understanding here.

I'd like to request a copy of a few files in order to further investigate this issue.

Firstly, please open Windows Run (Windows Key + R) then paste the following string and press OK, depending on the Affinity installer type you are using:

Affinity Store (MSIX) & Windows Store:
%USERPROFILE%\.affinity\Photo\2.0\

Affinity Store (EXE) :
 %appdata%\Affinity\Photo\2.0\

In the window that opens, please select log.txt, then upload this to your reply here.

Secondly, in the same folder as above, please open CrashReports and then reports - if any reports have been generated, they will be found here. Please attach the latest 3 .DMP reports from this folder.

Finally, I'd like to request a copy of your event viewer log, 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.  

Your reply should hopefully include the log.txt, the 3 most recent .DMP crash reports, and the .evtx event viewer log.

Many thanks in advance!

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Hi! Thank you for your reply. I will send you these files, but should let you know that earlier today I was working on some other files on my computer and came across the .affinity file. I thought "maybe if I delete that and install the programs they'll work." So, I did just that and everything seems to be working fine now. I will send you the current log file, as well as, the individual log files from the deleted file. I hope this helps. Let me know if I need to do something different.

I don't have any .dmp files in the previous .affinity folder.

Log Pub.txt Log Photo.txt Log Design.txt Log.txt WindowAppsEvents.evtx

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  • 4 weeks later...

Sorry to hear this issue has returned and many thanks for the further files provided!

Your EVTX file shows that the Affinity apps are crashing due to Exception code: 0xc0000005, specifically related to Ntdll.dll, which is a file created and used by Windows containing kernel functions that are required for Windows to run normally. Essentially, the error shown is happening outside of the Affinity application at the OS level and is beyond our direct control.

There are many reasons that can cause an '0xc05' error for Ntdll.dll, so I'd recommend trying these steps in the following order, attempting to launch the Affinity app after each step:

  1. Restart your PC
  2. Check & install any available Windows Updates
  3. Run an SFC / DISM scan
  4. Temporarily disable any antivirus (these can cause communication issues between apps and .dll files)
  5. Check the following link for known conflicts and disable/remove any conflicting software from your system -

Please do let me know how you get on here :) 

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