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gowther

Constant crashing

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Posted (edited)

At this point my mind is considering going back to Adobe's Creative Suite because the amount of issues I got from Affinity has been overwhelming. Particularly this issue. At a random point while editing in Photo an error message pops up saying:

Quote

An Unhandled Exception has occured and the application cannot continue. The Crash Reporter will be displayed after the application exits. Reference: 359dc37b-c6e0-493a-878f-4d1e4f29cafd.

Ignoring it has proven to be the best course of action. While this message is there the performance of the program gets worse and worse until few hours down the line it's impossible to use. I have waited and waited for a fix in a new version or something along those lines but nothing. 

Clicking OK results in the software crashing without creating an autosave or giving me the option to restore my work - as other more sensible pieces of software do. Below are my PC specs:

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OS: Windows 10

RAM: 16 GB DDR4

CPU: Intel i7 7700

GPU: Nvidia GTX 1060

Personally I find it insulting that Serif's (Affinity's) official response is to direct customers with issues to a forum to outsource support from other customers. By all accounts there should be a clear live chat option as there is for Adobe and other software. 

Editing this post just to clarify that I have purchased Creative Cloud instead, but I still wish to be helped here. 

Edited by gowther
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16 hours ago, gowther said:

Personally I find it insulting that Serif's (Affinity's) official response is to direct customers with issues to a forum to outsource support from other customers. By all accounts there should be a clear live chat option as there is for Adobe and other software. 

I'm sorry you feel that way, but we point customers to this forum because places such as Twitter are far more difficult to provide support on due to character restrictions etc. A forum is also useful for others to find solutions to previously reported problems. We're a small company that is unable to provide live chat assistance 24/7.

17 hours ago, gowther said:

.... I still wish to be helped here. 

Regarding the issue at hand, I know you mention it was a random point, but could you give any kind of indication as to what actions you were doing at the time? What sort of objects, adjustments and filters did your document contain? I will pass this on to development to investigate your crash report to see what might have gone wrong

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6 minutes ago, Sean P said:

Regarding the issue at hand, I know you mention it was a random point, but could you give any kind of indication as to what actions you were doing at the time? What sort of objects, adjustments and filters did your document contain? I will pass this on to development to investigate your crash report to see what might have gone wrong

It happens quite often and so it's hard to point out what causes this. Sometimes it's using a text tool, sometimes it's when trying to resize a layer. In the worst case scenarios it's when I switch from one file to another. 

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30 minutes ago, gowther said:

It happens quite often and so it's hard to point out what causes this. Sometimes it's using a text tool, sometimes it's when trying to resize a layer. In the worst case scenarios it's when I switch from one file to another. 

Thanks! Could you go to %AppData%/Affinity/Photo/1.0/CrashReports and attach any of the dmp files you get there please. I can get these passed over to development to see if your crashes are unique or the same crash!

We have been working on version 1.7 which contains many bug fixes, so the issues you're suffering from might have already been fixed in that version. We do have a public beta version of this available here should you wish to try it out (both release and beta can be installed alongside and will not interfere with each other). However as it is a beta we do emphasise that this is not suitable for production use, and it is also worth pointing out that any files saved in 1.7 cannot be opened in 1.6.

 

 

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4 minutes ago, gowther said:

That folder is empty. o.O

Once they've been sent they get removed - so they've all been sent to our crash log server! If it does crash again if you could copy the file and attach it to this post before clicking OK on the crash message please? It makes it easier for us to put crashes to specific users, alternatively a screenshot showing the crash reference would also be helpful.

Thanks!

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Hi gowther,

Development have looked through the crash report above, but it has crashed on a thread that isn't running any of our code - so they unfortunately cannot get any further information out of the crash report.

Do you have many other applications/utilities and services running at the same time? If so you could try closing those down one by one and see if that helps narrow down what could be causing the issue.

Thanks,

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2 hours ago, Sean P said:

Hi gowther,

Development have looked through the crash report above, but it has crashed on a thread that isn't running any of our code - so they unfortunately cannot get any further information out of the crash report.

Do you have many other applications/utilities and services running at the same time? If so you could try closing those down one by one and see if that helps narrow down what could be causing the issue.

Thanks,

Hi,

apologies for a late reply. I usually run the standard array of apps at the same time such as Chrome. Steam and a few cloud services which I cannot disable unless I wish to deleted all of my files that are on there. It is quite difficult to replicate the crash as it is somewhat random. However I have been more vigilant as to when it happens and few things stand out.

The first is that the crash seems to happen when the program is under heavy load such as loading a RAW file or something of very high resolution/DPI. Photo usually freezes for 3+ seconds and then resumes and works fine with the message I have mentioned in my initial post. Pressing OK makes the program crash, ignoring it makes it work. That is what makes me somewhat confused. 

Second thing I have noticed is that this also happens when Photo is running for extended periods of time. I am not sure if this can be of any help. I will try running it with most apps disabled, barring the cloud services which I need, and try again. 

d21a4d34-3a57-4661-bb92-be096077e014.dmp

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20 hours ago, gowther said:

Hi,

apologies for a late reply. I usually run the standard array of apps at the same time such as Chrome. Steam and a few cloud services which I cannot disable unless I wish to deleted all of my files that are on there. It is quite difficult to replicate the crash as it is somewhat random. However I have been more vigilant as to when it happens and few things stand out.

The first is that the crash seems to happen when the program is under heavy load such as loading a RAW file or something of very high resolution/DPI. Photo usually freezes for 3+ seconds and then resumes and works fine with the message I have mentioned in my initial post. Pressing OK makes the program crash, ignoring it makes it work. That is what makes me somewhat confused. 

No worries, I've had Steam and Chrome running here alongside Dropbox with no issues, and we're not aware of anything like that causing issues. We've had issues previously with users running DuetDisplay and also RivaTuner Statistics Server, so I wasn't sure if you had any small utilities similar to those.

The way you describe the crash makes me wonder if it could be exiftool.exe (it is used to get metadata from an image) that is crashing. Could you go to the install directory and then inside the Resources folder (by default C:\Program Files\Affinity\Affinity Photo\Resources ) and then rename exiftool.exe to something like not_exiftool.exe, or just remove the file extension and see if that stops the crashing. Note that images will no longer show any metadata however!

Thanks!

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