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Posted

I have had Affinity Photo for many months but am only just now starting to use it seriously.  Following the initial lessons in a course I have accessed I tried to alter the tools by selecting View ...  Customise Tools.  This causes Affinity Photo to crash every time.

Any ideas what might be wrong?  (Is this where I am supposed to access technical support?).

Thank you, Jeff

  • Staff
Posted

Hi JeffNK,

Welcome to the forums :)

Which operating system is it you are using Affinity on?

Thanks

C

Please tag me using @ in your reply so I can be sure to respond ASAP.

  • Staff
Posted

Thanks Jeff, 

Please could you try opening the app with the CTRL key held down and when the reset menu appears please make sure all boxes are unticked then tick Clear user Defaults and Reset Tool Presets then hit Clear to see if this solves your issue? 

Thanks

C

Please tag me using @ in your reply so I can be sure to respond ASAP.

  • Staff
Posted
1 hour ago, JeffNK said:

No that appears to make no difference.

Thank you I will move this thread to the bugs section and a member of our QA team should be able to look into this further with you.

Please tag me using @ in your reply so I can be sure to respond ASAP.

  • Staff
Posted

@JeffNK

Do you have an unusual mouse or tablet driver?

If not do you have any applications that add 3rd party features to our application menus?

It would be very helpful if you could share the crash dump with us here

Patrick Connor
Serif Europe Ltd

"There is nothing noble in being superior to your fellow man. True nobility lies in being superior to your previous self."  W. L. Sheldon

 

Posted (edited)

My computer is a Dell Inspiron 7568.  Mouse and touchpad drivers are standard and kept up to date with Driver Genius software.  The mouse is a Logitech bluetooth mouse.  The graphics chip is an Intel 520; this may be relevant as it as caused problems with other photo editing software viz ON1 Photo Raw 2019.5.

I have not installed any third party software which adds 3rd party features to the application menus afaik.  I can't see anything in the menus which looks different to what I would expect.

How do I access the crash report?

Thank you

 

Edited by JeffNK
Posted

I don't get an error message as such.  A few seconds after I select View...Customize tools the wait hourglass starts and if I do nothing it just keeps going and the title bar indicates the app is not responding.  Clicking after that grays the screen and a Microsoft Windows wait or end process error comes up.  I have to close the application then.

Posted
3 hours ago, JeffNK said:

I don't get an error message as such.  A few seconds after I select View...Customize tools the wait hourglass starts and if I do nothing it just keeps going and the title bar indicates the app is not responding.  Clicking after that grays the screen and a Microsoft Windows wait or end process error comes up.  I have to close the application then.

Ah OK, so it's an app hang, as opposed to a crash. Can you tell me what the Windows Display Scale is? It's a percentage, like 100%, 200%, etc.

Posted (edited)

OK Mark and other forum members.

Your query about what my Windows Display Scale is jogged my memory about a problem I have with another photo editing program Artipix which related to the display scale.  It didn't work at 250% but did work at 200%.  Problem was 200% or 100% creates an unacceptably low font size within the application.  Artipic support could not provide a solution for this before the Northern Hemisphere Fall which was not acceptable to me.

However an internet search yielded the following potential solution,

"Right click on the software icon/link > properties > tab "compatibility"> change high DPI setting > mark the check box "override high DPI scaling behavior"> select "system" in the window below (the default is "application")".  I tried it on Artipic and it worked.

So I just tried it on Affinity Photo and, as far as I can tell, it works in my situation with Affinity Photo also.

Perhaps this thread could be appended with hash tags so that other Affinity Photo users who may come across the issue can try this solution.

Thank you Mark, Patrick, Callum and other support team members.

Regards and best wishes, Jeff

Edited by JeffNK
  • Staff
Posted

Jeff,

Thanks for getting back to us so quickly. That's great that you have a work around for now. Clearly we should try to replicate this problem and fix it too, but this thread will serve useful until then. What is the main consequence is there of changing that check box/setting to the way the app looks now please?

Patrick Connor
Serif Europe Ltd

"There is nothing noble in being superior to your fellow man. True nobility lies in being superior to your previous self."  W. L. Sheldon

 

Posted (edited)

The app looks the same as it did before at 250% but it now does not hang like it did before I did the procedure above ie "Right click on the software icon/link > properties > tab "compatibility"> change high DPI setting > mark the check box "override high DPI scaling behavior"> select "system" in the window below (the default is "application")".  

The app also did not hang at 200% before I did the procedure even though it did at 250%.  I did not try 100%.  The default resolution for the screen, which I use, is 3140 x 2160.

Edited by JeffNK

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