[Cannot Reproduce] Input device buttons stop working

[cgoodie 0]

Hi I have a bug where Affinty Photo starts out ok then after a while both left and right mouse buttons stop working. I can use keyboard short cuts to save and close the programme etc. The problem affects all my input devices Wacom Intuos Pro, Mouse and the laptop touch pad. I have a new laptop (Dell XPS 9570 15) and the problem was found on both my new laptop and old laptop (Dell XPS L502X 15).

I'm using:

Windows 10.

Wacom Intuos Pro.

Apologies if this is posted elsewhere I did a search and could only find the opposite problem i.e. key board short cuts stop working but the input device works fine.

Cheers Chris

[GabrielM 612]

Hi @cgoodie,

Welcome to the forums.

When it stops working, can you use the taskbar or switch apps? Does it work on other apps? If it does not, it's unlikely that the app is causing this. If the other apps are fine, try this: 

Navigate to %AppData%\Affinity\Photo\ and rename 1.0 to 1.0.backup. Restart Affinity and see if you can replicate the issue. 

Thanks,

Gabe. 

[cgoodie 0]

Hi GabrielM thanks for your reply. I was pretty sure all other apps work fine, but now you've asked the question I'm not 100%. I'll do more investigating and follow your advice and report back on my findings.

Cheers Chris

[cgoodie 0]

On 12/11/2018 at 11:29 AM, GabrielM said:

Hi @cgoodie,

Welcome to the forums.

When it stops working, can you use the taskbar or switch apps? Does it work on other apps? If it does not, it's unlikely that the app is causing this. If the other apps are fine, try this: 

Navigate to %AppData%\Affinity\Photo\ and rename 1.0 to 1.0.backup. Restart Affinity and see if you can replicate the issue. 

Thanks,

Gabe. 

Hi GabrielM

I can confirm that the issue with the input devices only affects Affinity Photo. Also I can confirm I followed your instructions with regard renaming 1.0 to 1.1.backup and have not had any further problems. Hopefully it will stay like this if not I'll be back in touch. In the mean while, thank you for your assistance.

Cheers Chris

[cgoodie 0]

Hi I started having problems with the input device buttons not working again. This time the problem started in the Develop Persona whilst I was adjusting Highlights & Shadows. After the problem started it seems to occur randomly e.g. switching between different applications web ect. Also, just before the initial problem I was having a lot of problems scrolling through my layers, the application became extremely slow. I checked Windows Task Manager and found that Affinity Photo was using over 4 GB of memory. This shouldnt be a problem on my laptop as I have 16 GB ram. Other application where still running fine i.e. I could easily come on this forum and browse for information.

 

Cheers Chris

[GabrielM 612]

Have you got any of them installed? 

 

[cgoodie 0]

20 minutes ago, GabrielM said:

Have you got any of them installed? 

 

No I have none of them installed

[GabrielM 612]

Can you please try to create a new user account, and install just Affinity Photo and see if you can replicate the issue? 

[cgoodie 0]

On 12/20/2018 at 11:19 AM, GabrielM said:

Can you please try to create a new user account, and install just Affinity Photo and see if you can replicate the issue? 

Hi, I Can confirm I created a new profile, and although I've not tested it extensively, it seems to have sorted out the problem. I do not wish to have two profiles on my laptop and have to keep switching between them. So with this new information is it possible to fix the original installation on my original profile?

Cheers

Chris

[GabrielM 612]

Something on your current profile is conflicting with our software. You can perhaps get a list with all the installed programs: https://www.makeuseof.com/tag/notepad-vs-wordpad/ and we might be able to spot what's wrong, but it's not a guaranteed solution. 

The fact that it works fine on a new user profile it's good because that means it's an issue caused by another app and not an internal issue caused by our software. 

 

[cgoodie 0]

Apart from the Dell factory installed software and Windows 10. The list of installed software is as follows:

Adobe Lightroom.
Adobe Reader.
ColorMunki Smile.
Canon iP8700 series printer driver and associated programs.
Mozzila Firefox.
OpenOffice.
Olympus Digital camera updater.
Wacom tablet driver.
X-rite Device Services Manager.

The list is not large so I am surprised there is a conflict.

Cheers

Chris

[GabrielM 612]

Really odd. Perhaps you can try and install the same programs again, one by one, and testing after each install if it still works, to determine what's wrong. 

[cgoodie 0]

In the Wacom tablet software, I have just found the 'use windows ink' tickbox checked (on) in the mapping tab. So I unchecked it and now all seems to be working fine.

Still strange why it still worked in the new Windows profile.

Thanks for your help

Chris