jc4d 20 Posted December 7, 2018 Hi all, I'm not sure what I did but I'm unable to use the beta, the app starts fine but at the moment I create a new document or open one the app closes without any warning, just poof. I'm on Win10, 32GB RAM, Ryzen 2700X and two 1080 GTX with the latest driver. BTW. The stable release works properly. Cheers, Juan Share this post Link to post Share on other sites
Mark Ingram 1,968 Posted December 7, 2018 8 minutes ago, jc4d said: Hi all, I'm not sure what I did but I'm unable to use the beta, the app starts fine but at the moment I create a new document or open one the app closes without any warning, just poof. I'm on Win10, 32GB RAM, Ryzen 2700X and two 1080 GTX with the latest driver. BTW. The stable release works properly. Cheers, Juan Can you look in %APPDATA%\Affinity\Photo\1.0 (Beta)\ and upload Log.txt for me? Also, have a look in the CrashReports\reports folder and upload the latest .dmp file from there. Generally if it crashes when opening a document, it's when we try to initialise Direct3D for the renderer, and a simple uninstall / reinstall of graphics drivers fixes it. Share this post Link to post Share on other sites
jc4d 20 Posted December 7, 2018 4 hours ago, Mark Ingram said: Can you look in %APPDATA%\Affinity\Photo\1.0 (Beta)\ and upload Log.txt for me? Also, have a look in the CrashReports\reports folder and upload the latest .dmp file from there. Generally if it crashes when opening a document, it's when we try to initialise Direct3D for the renderer, and a simple uninstall / reinstall of graphics drivers fixes it. Hi Mark, Here are the files. Before trying again the app I did install the latest driver and gave me the same result. Share this post Link to post Share on other sites
Mark Ingram 1,968 Posted December 7, 2018 5 minutes ago, jc4d said: Hi Mark, Here are the files. Before trying again the app I did install the latest driver and gave me the same result. 8d680e9c-9286-4839-a95b-e243ef2a4af9.dmp Log.txt Interesting - neither the log nor the crash are providing any useful information. I have seen similar crashes in the crash report database though - so I would like to get to the bottom of this. Two things to try 1) Disable "F-Secure (Spam Control)", as I can see they have injected themselves into the Photo application 2) Unplug your Wacom device If your Wacom device is unplugged already, can you tell me the driver version number? If you get any crashes after these steps, please re-upload them here again. Share this post Link to post Share on other sites
jc4d 20 Posted December 7, 2018 (edited) 4 hours ago, Mark Ingram said: Interesting - neither the log nor the crash are providing any useful information. I have seen similar crashes in the crash report database though - so I would like to get to the bottom of this. Two things to try 1) Disable "F-Secure (Spam Control)", as I can see they have injected themselves into the Photo application 2) Unplug your Wacom device If your Wacom device is unplugged already, can you tell me the driver version number? If you get any crashes after these steps, please re-upload them here again. Sadly I can't disable F-secure since it is managed by the organization. But Affinity beta is in the whitelist. I did unplugged the wacom and I get the same result. Wacom driver is 6.3.31-4 Edited December 7, 2018 by jc4d Share this post Link to post Share on other sites
Mark Ingram 1,968 Posted December 7, 2018 Thanks @jc4d, we'll have to try F-Secure here to see if it has any issues then. I don't think the whitelist is working correctly, because it has still injected fsscoepl_x64.dll into our process. It may well be doing nothing, but unfortunately I have no way of telling. Can you try the following for me, press Win+R to bring up the Run dialog. Type cmd, then hit Enter. Then paste the following line in, and hit Enter. C:\Windows\Microsoft.NET\Framework64\v4.0.30319\ngen.exe display "C:\Program Files\Affinity\Photo Customer Beta\Photo.exe" Can you copy and paste the result to here please? Share this post Link to post Share on other sites
jc4d 20 Posted December 7, 2018 No problem, I'm glad to help. Here is the result: c:\>C:\Windows\Microsoft.NET\Framework64\v4.0.30319\ngen.exe display "C:\Program Files\Affinity\Photo Customer Beta\Photo.exe" Microsoft (R) CLR Native Image Generator - Version 4.7.3056.0 Copyright (c) Microsoft Corporation. All rights reserved. Error: The specified assembly is not installed. Share this post Link to post Share on other sites
walt.farrell 785 Posted December 7, 2018 12 minutes ago, Mark Ingram said: C:\Windows\Microsoft.NET\Framework64\v4.0.30319\ngen.exe display "C:\Program Files\Affinity\Photo Customer Beta\Photo.exe" Perhaps: C:\Windows\Microsoft.NET\Framework64\v4.0.30319\ngen.exe display "C:\Program Files\Affinity\Affinity Photo Customer Beta\Photo.exe" 1 jc4d reacted to this -- Walt Windows 10 Home, version 1809, 16GB memory, Intel Core i7-6700K @ 4.00Gz Affinity Photo 1.6.5.123 and 1.7.0.243 Beta Affinity Designer 1.6..5.123 and 1.7.0.243 Beta Affinity Publisher 1.7.0.249 Beta Share this post Link to post Share on other sites
Mark Ingram 1,968 Posted December 7, 2018 Just now, walt.farrell said: Perhaps: C:\Windows\Microsoft.NET\Framework64\v4.0.30319\ngen.exe display "C:\Program Files\Affinity\Affinity Photo Customer Beta\Photo.exe" It depends where @jc4d has it installed, for me, it was in the location I specified. Share this post Link to post Share on other sites
walt.farrell 785 Posted December 7, 2018 1 minute ago, Mark Ingram said: It depends where @jc4d has it installed, for me, it was in the location I specified. Fair enough For me it's on "E:" not "C:", but I noticed that by default the directory name includes that extra "Affinity". 1 Mark Ingram reacted to this -- Walt Windows 10 Home, version 1809, 16GB memory, Intel Core i7-6700K @ 4.00Gz Affinity Photo 1.6.5.123 and 1.7.0.243 Beta Affinity Designer 1.6..5.123 and 1.7.0.243 Beta Affinity Publisher 1.7.0.249 Beta Share this post Link to post Share on other sites
jc4d 20 Posted December 7, 2018 At least to me the path looks correct. 2 walt.farrell and Mark Ingram reacted to this Share this post Link to post Share on other sites
jc4d 20 Posted December 10, 2018 Good news (somehow) @Mark Ingram; the IT guy uninstalled F-secure just to be sure if this is the culcript and after that the app kept closing without warning. But... now I found the trigger to this problem. I had docked the 32-bit Preview panel, and if I remove this panel from being enable and/or docked I can open or use the app without any problem. Please let me know if you can confirm this. Cheers, Juan Share this post Link to post Share on other sites
Mark Ingram 1,968 Posted December 10, 2018 1 minute ago, jc4d said: Good news (somehow) @Mark Ingram; the IT guy uninstalled F-secure just to be sure if this is the culcript and after that the app kept closing without warning. But... now I found the trigger to this problem. I had docked the 32-bit Preview panel, and if I remove this panel from being enable and/or docked I can open or use the app without any problem. Please let me know if you can confirm this. Cheers, Juan So, if you remove the panel, you can re-enable F-Secure and then everything works as expected? Great news you've got it running again, and thanks to the IT person for testing it with us :-) Share this post Link to post Share on other sites
jc4d 20 Posted December 10, 2018 1 minute ago, Mark Ingram said: So, if you remove the panel, you can re-enable F-Secure and then everything works as expected? Great news you've got it running again, and thanks to the IT person for testing it with us :-) Exactly, F-secure has nothing to do with this problem, only the 32-Preview panel is the guilty one.No problem, glad to help. Cheers, Juan Share this post Link to post Share on other sites
Mark Ingram 1,968 Posted December 10, 2018 1 minute ago, jc4d said: Exactly, F-secure has nothing to do with this problem, only the 32-Preview panel is the guilty one.No problem, glad to help. Cheers, Juan Sounds like an interaction between the 32-bit Preview panel and F-Secure then? Or are you saying that the app crashes whenever the 32-bit preview panel is open, even if F-Secure is uninstalled? Share this post Link to post Share on other sites
jc4d 20 Posted December 10, 2018 Just now, Mark Ingram said: ... are you saying that the app crashes whenever the 32-bit preview panel is open, even if F-Secure is uninstalled? Yes, the app crashes with f-secure installed or uninstalled, so the reason for this crash is not related with F-secure at all. When f-secure was uninstalled I kept having crashes, so I decided to run the app default workspace and to do this I closed the 32-bit panel open which was the only panel open besides the default ones, and by closing this 32-Preview panel the crash were gone. After seeing this, the IT guy reinstalled f-secure and restarted the computer. I did open again the app that has the 32-bit Preview panel close and I managed to use the app. Afterwards I decided to re open the 32-Preview panel and relaunch the app... I got the crash. 2 PaulAffinity and Mark Ingram reacted to this Share this post Link to post Share on other sites
Chris_K 1,038 Posted December 10, 2018 Hi jc4d Thanks for the information, I have been able to replicate this so will make sure it get logged in our system 2 1 Mark Ingram, jc4d and PaulAffinity reacted to this Serif Europe Ltd - Check the latest news at www.affinity.serif.com Share this post Link to post Share on other sites
jc4d 20 Posted December 10, 2018 6 minutes ago, Chris_K said: Hi jc4d Thanks for the information, I have been able to replicate this so will make sure it get logged in our system I'm glad to hear this, it was a sneaky one. 2 Mark Ingram and PaulAffinity reacted to this Share this post Link to post Share on other sites