All Programms Crash

[tres hombres]

I downloaded the 6-month-testversions of all three affinity-programms. All three of them crash immediately, when I try to open a document or a photo. With every photo, every document. I use Windows 11 on a laptop. Can you help me, please?

[NathanC]

Welcome to the forums @tres hombres,

If the app is crashing when creating a new document or opening any existing files this typically indicates a problem with your Graphics card drivers, I would recommend following the guidance on our FAQ below to update your graphics drivers, disable 'Hardware Acceleration' from within the app and also ensure Windows is fully up to date.

If you're still encountering crashes after following all the FAQ advice please provide us with a copy of a few recent crash reports, FAQ below on finding these.

 

[tres hombres]

Hi Nathan, thanks a lot. Sorry that I answer so late, I have to adjust myself to the affinity-communication, I allways looked into my mails for an answer. 🙂 Hardware Acceleration is disabled, it keeps crashing anyway. The Laptop is not even a month old, so seems unlikely that the graphic drivers are outdated. How do I provide you with the crash reports? Via E-Mail or do I drag the files in the answer window down here?

[NathanC]

Hi @tres hombres,

No problem at all, you can attach the crash report .DMP files to your next forum reply here, there is a 'Choose files...' section which will open file explorer so you can attach them. Or alternatively email us at affinitysupport@serif.com. 🙂

[tres hombres]

Hi Nathan, here are the last seven crash reports for the Affinity Photo-App. I could add the crash reports for the other apps later on ...

984046b1-873b-49d1-91e0-374f1e3f0c25.dmp 77960234-29c7-4834-9ea0-91473b06442a.dmp a8df9494-7567-40a3-a261-178186848183.dmp b3a001fa-8cfd-4465-a456-89ed32257ef3.dmp b45608f3-9370-4050-9392-1577027a60c0.dmp c3f0a89f-5a91-4530-9bae-652267d10da9.dmp e07a449c-2cae-4d82-8502-99f37b0989ab.dmp

[NathanC]

Thanks for sending those over, the reports all indicate the app is crashing when accessing ‘Kernelbase.dll’ which the apps use to communicate with your drivers, but it’s a very generic error with no clear indication of the issue or faulting driver.

Typically when the apps crash when opening new or existing files mostly GPU or Hardware Acceleration related, since you’ve already disabled hardware acceleration I would suggest updating your Graphics card drivers from your vendors website, I’ve linked AMD, Nvidia and Intel’s driver search tools below dependant on what you have. If you’re given the option during install check ‘perform a clean installation’.

• https://www.nvidia.com/download/find.aspx  

• https://www.amd.com/en/support  

• https://www.intel.com/content/www/us/en/support/detect.html

Once you’ve got your drivers updated to the latest version available reboot your device and then try opening a new document again.

If it still crashes could you provide the following:

• A screenshot of your in app Performance settings.
• A copy of the log.txt file, can be found via WIN + R and then entering: %appdata%\Affinity\Photo\2.0\ 
• A copy of your Application and System .EVTX logs, FAQ on finding these below.

 

Thanks!

[NathanC]

Just as a quick addition I did also notice in the crash dump that 'Avira Endpoint Protection' has a .dll thats 'hooked' into the affinity apps which appears to be a bit unusual, might be worth pausing/closing that app temporarily if possible and then see if the crashes persists.

[tres hombres]

Ok, I try that first, pausing avira. Thanks!

[tres hombres]

Avira paused, but it keeps crashing. So I try to install new graphic card drivers. I opened the Intel-Link since I have an Intel Processor. I do this the first time: what do I do now, click in "download now"?

[NathanC]

You may have a dedicated Graphics card. Before downloading anything open Photo 2 and go to Edit -> Settings -> Performance. You'll see your Graphics card model listed at the bottom below the 'hardware acceleration' checkbox.

If it is intel Integrated graphics you can download the Driver Assistant tool via the 'Download now' button, it will then run and detect what driver you need to install and direct you accordingly to the correct driver download.

[tres hombres]

I cannot find the graphic cards model anywhere. Here is a screenshot of my Performance-Settings:

 

[walt.farrell]

The log.txt file that @NathanC mentioned earlier would be helpful, I think.

It is suspicious that the renderer is blank, and that usually indicates a problem with the GPU driver.

You might try this, too:

1. click the Windows Start menu.
2. type Command and choose the Command Prompt entry from the results
3. type dxdiag. If you're prompted to check digital signatures I would allow it, but either answer works
4. provide a screenshot of the information in the System tab and of the Display tab.

 

[tres hombres]

Thanks a lot, Walt! Here is the screenshot of the System Info:

 

[tres hombres]

... and the copy of the log.txt file:

 

Log.txt

[tres hombres]

The screenshot of the diagnose-display-info:

 

[tres hombres]

The whole diagnose-info as text-file:

DxDiag.txt

[NathanC]

Hi @tres hombres,

Thanks for sending those logs over which confirms that you have Intel integrated graphics. Your driver version is 20.19.15.5063 which is very out of date (Jan 2019) so it does need updating. I would suggest following the link below to download the driver assist tool and then download and install the GPU driver it recommends. Once you've done this reboot your device and then try opening an image in Photo 2 again.

https://www.intel.com/content/www/us/en/support/detect.html

[tres hombres]

Hi Nathan, thanks! I downloaded and ran the intel driver assist tool and it says my drivers and software are up to date; doesn´t recommend any installation of new drivers:

 

[NathanC]

Thanks for checking, sounds like that 2019 driver is the latest available for that iGPU then...

Try removing your existing Photo 2 install via Windows Settings -> Installed Apps and then re-installing using the MSIX(x64) version of the app and see if that works. I've seen this in previous instances correctly detect the renderer.

Downloads page: https://store.serif.com/en-gb/update/windows/photo/2/

[tres hombres]

Do I have to take special care by removing the existing apps, so that there are no artefacts of them troubling the istallation of the new MSX-Version? Or do I just click on deinstall and that´s it?

 

[NathanC]

In Windows Settings -> Installed apps you should find the .EXE version of the Affinity apps listed here, simply click on each app and then select 'Uninstall'. Once you've run through this process for all three apps install the MSIX(x64) versions which can be downloaded from the pages below.

Photo - https://store.serif.com/update/windows/photo/2/  
Designer - https://store.serif.com/update/windows/designer/2/  
Publisher - https://store.serif.com/update/windows/publisher/2/ 

[tres hombres]

Hi Nathan, I installed the MSIX-Versions, everything works fine! Thank you so much! I´m so relieved. I stole you a got amount of your time, didn´t I? 🙂

[tres hombres]

Many thanks to you too, walt.farrell!