Problem running Photo after re-install

[CMarkW]

I would appreciate help getting Photo to run after a re-install.

I had a similar problem to other users in updating Photo to version 1.7.1.  I tried several version up to and including ***.404 but repeatedly got the message "Setup failed".  After reading a number of posts I checked the setup files and noted that uninstalling appeared to have failed.  I uninstalled Photo using IObit Uninstaller and cleaned the registry using CCleaner. 

I was then able to successfully re-install Photo 1.7.1.404 and had an icon sitting on the desktop.  Unfortunately this icon will not run Photo nor can I run it directly from the exec file even as an administrator. 

I am using Windows 10, version 1903, and I have had no similar problems with Windows 10 or any other applications before. 

Can you offer any advice as to how I can get Photo running again? 

Thanks

[Dan C]

Hi CMarkW,

Welcome to the forums

I recommend using the following Microsoft Uninstaller tool, as other third party apps such as IObit & CCleaner don't always do the right things, especially in regards to the registry.

Please download the following tool and use this to uninstall Affinity Photo. If you don't see Affinity Photo listed, select the aptly named first option at the top of the list then paste the following:

{F3F25644-68DE-4EF1-9DCA-F2F9821A9B3E}

After this has finished successfully, restart your PC, then visit the following link and download a fresh version of the exe in case your previous download is corrupt.

https://store.serif.com/update/windows/photo/1/

Once the file has downloaded, right-click the file and select Run as Administrator. Follow the installation process, then when complete try launching Affinity Photo. Has this resolved the issue for you?

[CMarkW]

Hi,

I have been away from my keyboard for a few days.  I have followed your suggestions, used the Microsoft Uninstaller and then installed v 1.7.2 successfully as administrator.  I have a link on desktop but I still have problems running Photo.  When I double click the icon and authorise Photo to make changes to my PC I get the hourglass cursor briefly - and then nothing. 

Any further advice?

Mark

 

[Dan C]

My sincerest apologies for the delayed response, I had not received an email notification for your reply here.

I've not heard of this happening before - do you have any third party antivirus software that may be stopping the app from launching?

A copy of your Windows Event Viewer log could help me to determine what's happening here. Could you please -

1. Open Windows Run and type the following - eventvwr
2. In the window that opens, select the Windows Logs drop-down list on the left and then Applications
3. With the Applications logs selected, navigate to the right side of the window and select Save All Events As ... and save them as .evtx (the default option).
4. Attach this saved file to the following link - https://www.dropbox.com/request/Zp3eabrPURosQ4dALY08

Many thanks in advance  

[CMarkW]

File uploaded.  Thanks.

[Dan C]

Thanks for that Mark - your event viewer shows that it's the .NET Framework causing the crashing. Could you please try following the below steps to repair your .NET install and let me know if this helps?

https://quickbooks.intuit.com/learn-support/en-uk/help-articles/manually-repair-or-reinstall-microsoft-net-framework/00/239295

[CMarkW]

I have followed the instructions as suggested.  I have .NET Framework 3.5 and 4.8 Advanced Services installed.  I have cleared the check box for each, rebooted and re-checked the box for both in turn.  Turn Windows features on or off shows some .NET features are not installed.  This is the current setup -

I have tried launching Photo after each re-install but I still have the same problem - request to run as administrator, brief cursor, then nothing. 

I have tried de-activating Bitdefender Shield and am still unable to run Photo. 

Mark

 

[Dan C]

My sincerest apologies for the delayed response Mark, I've been discussing this issue further with colleagues as our usual avenues of support have not yet helped.

Can you please do the following for me:

1. Download and run the following tool, then provide a screenshot of the results. It should look as follows -
   
    
2. This is a little unorthodox, but could you please download a copy of the Affinity Designer Trial and see if you have the same issues here? https://affinity.serif.com/designer/trial
    
3. Please try creating a new Windows User account (ensuring it's an Admin account) and then install Affinity Photo and launch this here. Does this exhibit the same issue?

[Hilltop]

It can be downloaded from here: http://www.asoft.be/prod_netver.html. 

[Dan C]

Thanks, I forgot to include the link! 

[Hilltop]

My pleasure.

[CMarkW]

Thank you.  I was just about to chase up.  I have done as you requested. 

1) This is the screenshot requested. 

The full text is

<32Bit>
2.0.50727.9145
  ->C:\Windows\Microsoft.NET\Framework\v2.0.50727
4.8.3815.0
  ->C:\Windows\Microsoft.NET\Framework\v4.0.30319

<64Bit>
2.0.50727.9145
  ->C:\Windows\Microsoft.NET\Framework64\v2.0.50727
4.8.3815.0
  ->C:\Windows\Microsoft.NET\Framework64\v4.0.30319

< Installed .NET Frameworks >
.NET FW 2.0 SP 2  (CLR:2.0)
.NET FW 3.0 SP 2  (CLR:2.0)
.NET FW 3.5 SP 1  (CLR:2.0)
.NET FW 4.6.2 Windows 10 May 2019 Update (CLR:4.0)
.NET FW 4.7 Windows 10 May 2019 Update (CLR:4.0)
.NET FW 4.7.1 Windows 10 May 2019 Update (CLR:4.0)
.NET FW 4.7.2 Windows 10 May 2019 Update (CLR:4.0)
.NET FW 4.8 Windows 10 May 2019 Update (CLR:4.0)

< Installed Updates >
Microsoft .NET Framework 4 Client Profile
 KB2468871
 KB2468871v2
 KB2478063
 KB2533523
 KB2544514
 KB2600211
 KB2600217
Microsoft .NET Framework 4 Extended
 KB2468871
 KB2468871v2
 KB2478063
 KB2533523
 KB2544514
 KB2600211
 KB2600217
 KB2468871
 KB2468871v2
 KB2478063
 KB2533523
 KB2544514
 KB2600211
 KB2600217

< Installed Languages 3.0>
English - United States
< Installed Languages 3.5.x>
English - United States
< Installed Languages 4.x>
English - United States

 

2) I successfully installed and run Designer on my current account. 

 

3) I created a new admin account, then uninstalled Photo from my primary account and reinstalled it in my new admin account.  The reinstallation went successfully although I noted that the setup dialogue referred to an "update" before starting the installation.  However, I was unable to run Photo from either the new admin account or my primary account. 

 

Incidentally, for your information, I have run scf to scan and repair windows system files.  A number of corrupt files were found and replaced.  This made no difference to my running Photo. 

 

[Dan C]

Thanks for that Mark, there's seemingly no issue with your installed .NET versions.

I'm glad to hear that Designer has worked, this can certainly help us to narrow down the cause of this.

1 hour ago, CMarkW said:

The reinstallation went successfully although I noted that the setup dialogue referred to an "update" before starting the installation.

That is strange, as this 'new user' should have no prior knowledge of previous installation.

1 hour ago, CMarkW said:

 Incidentally, for your information, I have run scf to scan and repair windows system files.  A number of corrupt files were found and replaced.  This made no difference to my running Photo. 

Thanks for letting me know

I've escalated this issue further, and I'll respond here in due course. In the meantime would you mind creating a list of your installed applications and uploading this to the previously provided dropbox link?

https://helpdeskgeek.com/how-to/generate-a-list-of-installed-programs-in-windows/

[CMarkW]

Uploaded as requested.

[Dan C]

Thanks for that, other than 'ICC Profile Toolkit' no apps cause any concern. Is this app one that runs in the background continuously, or only when opened?

Could you confirm, did any Windows updates install around the time the issues began with Photo? You can check the update history through Windows settings.

Please type the following into Windows Run and press OK:

%AppData%\Affinity\Photo

Rename the 1.0 folder to 1.0_Old and try launching the app again, does this allow the app to open?

[CMarkW]

Hi,

1) ICC Profile Toolkit only runs when launched, it does run in the background - it simply lets me change the listed name of ICC profiles to something more memorable! 

2) My Windows update history is 

 

It is hard to know exactly when I first had problems with Photo.  It was after I had tried to update from 1.6.* to 1.7.*.  I tried various builds of 1.7.* to see if here was a recognised bug that was causing it.  So it was soon after the launch of 1.7.*.  That was probably around the time of the .NET framework update - KB4506991?    

3) I have tried changing the folder name as suggested.  No help.  The Windows cursor hangs around a bit more after launching Photo but it still doesn't run. 

 

[Dan C]

21 hours ago, CMarkW said:

ICC Profile Toolkit only runs when launched, it does run in the background - it simply lets me change the listed name of ICC profiles to something more memorable! 

Thanks for letting me know, certainly shouldn't cause an issue then.

21 hours ago, CMarkW said:

That was probably around the time of the .NET framework update - KB4506991?  

That could certainly be the case, Affinity apps rely on .NET framework and as previously stated your eventlog shows errors with your install. Could you please try uninstalling this update and let me know if this helps?

21 hours ago, CMarkW said:

I have tried changing the folder name as suggested.  No help.  The Windows cursor hangs around a bit more after launching Photo but it still doesn't run. 

Thank you for trying, sorry to hear that.

[CMarkW]

The mystery continues... 

I have

1) Uninstalled KB4506991 Cumulative Update for .NET Framework 3.5, 4.8, restarted,

2) Installed KB4511555 Cumulative Update for .NET Framework 3.5, 4.8, restarted,

3) Installed KB 4512941 Cumulative Update for Windows 10, restarted,

4) Uninstalled KB4511555, restarted,

with no change.  Photo still not running.  I have reinstalled the .NET Framework updates.

 

[Dan C]

I really do appreciate all the steps you've taken here - my sincerest apologies that we've not yet resolved this.

I'd like a copy of your latest Photo log file to try and determine where the Affinity may be getting caught.

Please use the Run command with the following string -

%appdata%\Affinity\Photo\1.0\

In the window that opens, select Log.txt upload a copy of this here please. Many thanks

[CMarkW]

And I am equally grateful for your assistance - although what began as an interesting exploration of Win 10 has become slightly more frustrating. 

I have run the command string as requested and have got the reply ":\Users\cmark\AppData\Roaming\Affinity\Photo\1.0 is unavailable". 

However, by searching manually I have found a folder C:\ProgramData\Affinity\Photo\1.0 but there is no Log.txt there, only a Plugins folder. 

A search of my C: drive reveals only one Affinity Photo log.txt file dated 2/8/2019 in the C:\Users\cmark\AppData\Roaming\Affinity\Photo\1.0_Old folder.  There is no 1.0 folder here. 

Does this offer any clues? 

[Dan C]

17 hours ago, CMarkW said:

A search of my C: drive reveals only one Affinity Photo log.txt file dated 2/8/2019 in the C:\Users\cmark\AppData\Roaming\Affinity\Photo\1.0_Old folder.  There is no 1.0 folder here. 

Thanks Mark, this does indicate a few things - mainly that Affinity Photo isn't generating a new version of App data since renaming - which isn't something I've seen before. Could you please attach a copy of the log.txt from 2/8/19 from the 1.0_Old folder?

 

[CMarkW]

Attached. 

Log.txt

[Dan C]

Thanks for that Mark, we've never seen an issue like this before which is why there has been some delay between my responses.

We need to try and generate a .dmp crash log so we can see what's happening with your Photo install.

Can you please;

1. Download ProcDump from the following link - https://docs.microsoft.com/en-gb/sysinternals/downloads/procdump
2. Extract the files from the zip folder, then create a new folder on the root of your C:\ drive called ProcDump then move procdump64.exe into this folder.
3. Open Command Prompt (cmd from the Run dialog) then type  cd\procdump  and press enter.
4. now paste the following string and press enter, then make sure you leave CMD running.
   procdump64.exe -e -mm -w photo.exe
5. Now with CMD running in the background, try launching Affinity Photo and wait for the app to crash/close.
6. Open the folder C:\ProcDump - hopefully you will have a .dmp file created here that you can upload to your response.

Many thanks for your continued patience and understanding here, it's certainly more than appreciated.

[BlackRabbit]

4 minutes ago, JariK said:

I reinstalled the update and the problem reappeared, BUT, I found a solution to this problem! It appears that the problem is caused by MSI Afterburner which uses d3d9.dll while Afterburner is running. By closing Afterburner from the background, all Affinity applications opened, as they should, but now with KB4515384 installed. 

...maybe it works for you, too.

Edited September 13, 2019 by BlackRabbit

[CMarkW]

Thanks.  I have downloaded ProcDump and followed your instructions with variable results.  None of these runs have left a .dmp file in the C:\ProcDump folder.  The output of several runs of ProcDump in <cmd> was

<<<<<<<

Microsoft Windows [Version 10.0.18362.329]
(c) 2019 Microsoft Corporation. All rights reserved.

<FIRST RUN>

C:\Users\cmark>cd\procdump

C:\ProcDump>procdump64.exe -e -mm -w photo.exe

ProcDump v9.0 - Sysinternals process dump utility
Copyright (C) 2009-2017 Mark Russinovich and Andrew Richards
Sysinternals - www.sysinternals.com

Waiting for process named photo.exe...

Error opening Photo.exe (16316):
Access is denied. (0x00000005, 5)

 

<SECOND RUN>
C:\ProcDump>procdump64.exe -e -mm -w photo.exe

ProcDump v9.0 - Sysinternals process dump utility
Copyright (C) 2009-2017 Mark Russinovich and Andrew Richards
Sysinternals - www.sysinternals.com

Waiting for process named photo.exe...

[17:58:23] Multiple processes match the specified name.

 

<THIRD RUN AFTER CHANGING PHOTO TO *NOT* RUN AS ADMINISTRATOR>

C:\ProcDump>procdump64.exe -e -mm -w photo.exe

ProcDump v9.0 - Sysinternals process dump utility
Copyright (C) 2009-2017 Mark Russinovich and Andrew Richards
Sysinternals - www.sysinternals.com

Waiting for process named photo.exe...

[17:59:35] Multiple processes match the specified name.

C:\ProcDump>procdump64.exe -e -mm -w photo.exe

ProcDump v9.0 - Sysinternals process dump utility
Copyright (C) 2009-2017 Mark Russinovich and Andrew Richards
Sysinternals - www.sysinternals.com

Waiting for process named photo.exe...

Process:               Photo.exe (16112)
Process image:         C:\Program Files\Affinity\Affinity Photo\Photo.exe
CPU threshold:         n/a
Performance counter:   n/a
Commit threshold:      n/a
Threshold seconds:     n/a
Hung window check:     Disabled
Log debug strings:     Disabled
Exception monitor:     Unhandled
Exception filter:      [Includes]
                       *
                       [Excludes]
Terminate monitor:     Disabled
Cloning type:          Disabled
Concurrent limit:      n/a
Avoid outage:          n/a
Number of dumps:       1
Dump folder:           C:\ProcDump\
Dump filename/mask:    PROCESSNAME_YYMMDD_HHMMSS
Queue to WER:          Disabled
Kill after dump:       Disabled

Press Ctrl-C to end monitoring without terminating the process.

[18:00:01] The process has exited.
[18:00:01] Dump count not reached.

C:\ProcDump>

 

<FOURTH RUN IN NEW CMD WINDOW AFTER REBOOT>
Microsoft Windows [Version 10.0.18362.329]
(c) 2019 Microsoft Corporation. All rights reserved.

C:\Users\cmark>cd/procdump

C:\ProcDump>procdump64.exe -e -mm -w photo.exe
Access is denied.

C:\ProcDump> 

>>>>>>>>>>>>>>

I have tried re-running ProcDump and have now received the message "This app cannot run on your PC" in a blue screen several times.  This has recurred even after restarting the PC.