Michael Hopcroft Posted September 18, 2019 Share Posted September 18, 2019 I have a certain third-party template that I occasionally use for publishing layout. When I open it, it asks me to locate certain links -- but before I can answer the question, Publisher crashes, closing completely. It only happens on this template, and (at least according to the provider) only to me. I am wondering if I need to update Publisher, but apparently I am on the current version. Quote Link to comment Share on other sites More sharing options...
MikeW Posted September 18, 2019 Share Posted September 18, 2019 Have you contacted the originator of this template concerning the links/crash issue? Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted September 18, 2019 Staff Share Posted September 18, 2019 Hi Michael Hopcroft Could you please provide a copy of this file to the following link for me? Thanks in advance! https://www.dropbox.com/request/2KTsM1oFIDPFd5I7CRO9 Quote Please Note: I am now out of the office until Tuesday 2nd April on annual leave. If you require urgent assistance, please create a new thread and a member of our team will be sure to assist asap. Many thanks Link to comment Share on other sites More sharing options...
Michael Hopcroft Posted September 20, 2019 Author Share Posted September 20, 2019 On 9/18/2019 at 8:22 AM, MikeW said: Have you contacted the originator of this template concerning the links/crash issue? Yes, he is the one who referred me to the forum. But he has not heard about this happening to anyone else. It could be that it's a very specialized template that not many people use at the moment. On 9/18/2019 at 9:11 AM, Dan C said: Hi Michael Hopcroft Could you please provide a copy of this file to the following link for me? Thanks in advance! https://www.dropbox.com/request/2KTsM1oFIDPFd5I7CRO9 OK. Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted September 20, 2019 Staff Share Posted September 20, 2019 Thanks for your file, I've opened this here with no crashing, so I'm going to need a copy of your crash log to investigate this further. Are you using Mac or Windows please? Quote Please Note: I am now out of the office until Tuesday 2nd April on annual leave. If you require urgent assistance, please create a new thread and a member of our team will be sure to assist asap. Many thanks Link to comment Share on other sites More sharing options...
Michael Hopcroft Posted September 21, 2019 Author Share Posted September 21, 2019 (edited) Windows 10. And it shouldn't surprise me that you couldn't recreate the issue. The publisher of the template said nobody else was having this problem either. I am wondering if there has been an update I missed to Publisher. (and although I bought the ap through Microsoft and it installed in Win10, I do not know if I have support through Serif since it doesn't show in my licenses on your end.) Where would I find the crash log, especially if I'm not entirely sure where the software lives? Edited September 21, 2019 by Michael Hopcroft Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted September 23, 2019 Staff Share Posted September 23, 2019 Thanks for confirming that On 9/21/2019 at 2:57 AM, Michael Hopcroft said: I am wondering if there has been an update I missed to Publisher. With Publisher open please go to Help>About and let me know what version number appears here. On 9/21/2019 at 2:57 AM, Michael Hopcroft said: I bought the ap through Microsoft and it installed in Win10, I do not know if I have support through Serif since it doesn't show in my licenses on your end Not to worry, any purchase of our app grants you full support! On 9/21/2019 at 2:57 AM, Michael Hopcroft said: Where would I find the crash log, especially if I'm not entirely sure where the software lives? The crash reports are a little more hidden due to the app being purchased from the Microsoft app store, but that doesn't mean it's impossible to locate these. These can be found at the following location, please note that the AppData folder is hidden, and you may need to change your Windows Explorer View settings to see this: C:\Users\[your username]\AppData\Local\Packages\Serif.Affinity.Photo_3cqzy0nppv2rt\LocalCache\Roaming\Affinity Quote Please Note: I am now out of the office until Tuesday 2nd April on annual leave. If you require urgent assistance, please create a new thread and a member of our team will be sure to assist asap. Many thanks Link to comment Share on other sites More sharing options...
Michael Hopcroft Posted September 23, 2019 Author Share Posted September 23, 2019 I am on Version 1.7.2.471. I wonder if that is the current version and updates automatically. I will send any crash logs I find -- I'm in the folder now. Thank you again for your help. Quote Link to comment Share on other sites More sharing options...
Michael Hopcroft Posted September 23, 2019 Author Share Posted September 23, 2019 I thought that was the right directory... Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted September 24, 2019 Staff Share Posted September 24, 2019 17 hours ago, Michael Hopcroft said: I am on Version 1.7.2.471. I wonder if that is the current version and updates automatically. That's correct, this is certainly the latest version! 17 hours ago, Michael Hopcroft said: I thought that was the right directory... Did you locate any .dmp crash files? if not, these may have been automatically uploaded to our server - however this is anonymous by default so I may not be able to locate it here. Quote Please Note: I am now out of the office until Tuesday 2nd April on annual leave. If you require urgent assistance, please create a new thread and a member of our team will be sure to assist asap. Many thanks Link to comment Share on other sites More sharing options...
BarkalotDesigns Posted September 24, 2019 Share Posted September 24, 2019 Hello, I am the creator of the file causing issues to Michael. Since he reported the crash to me, 2 others came forward reporting the same issue. The file opens without issues on the computer it was created on. But It does make Affinity Publisher crash on my laptop. I do not know if it's relevant but the file was created on a Windows 7 computer running Version 1.7.2.471 of Affinity Publisher. I am attaching the .dmp file. 71fd6ba0-a4b6-4601-ad93-c6913abe4f1e.dmp Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted September 24, 2019 Staff Share Posted September 24, 2019 Hi BarkalotDesigns Thanks for the further information, I've opened the template file here on 2 different Windows machines and 1 Mac and I'm yet to be able to replicate the crash - so there's clearly something between my PC and your laptop causing the crashing! I've logged this with our developers, providing a copy of your template and crash log and I'll respond here in due course with any pertinent information Quote Please Note: I am now out of the office until Tuesday 2nd April on annual leave. If you require urgent assistance, please create a new thread and a member of our team will be sure to assist asap. Many thanks Link to comment Share on other sites More sharing options...
Michael Hopcroft Posted September 24, 2019 Author Share Posted September 24, 2019 On 9/23/2019 at 10:08 AM, Michael Hopcroft said: I thought that was the right directory... 1 8 hours ago, Dan C said: Did you locate any .dmp crash files? if not, these may have been automatically uploaded to our server - however this is anonymous by default so I may not be able to locate it here. No, I did not, but then I couldn't find any Serif directories in AppData\Local\Packages. I eventually did, though -- there were quite a few of them in fact. Here is the latest one: 057fc58c-1ac9-4938-8744-919753889784.dmp Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted September 25, 2019 Staff Share Posted September 25, 2019 Many thanks for that Michael! @BarkalotDesigns - in order for our development team to narrow down the cause of this issue they're requesting a copy of the file with all images/documents embedded rather than linked. Could you please embed all images, save as a new file and then upload this to the following link for me? Many thanks in advance https://www.dropbox.com/request/joCS5fcqTDdZMoXKliMQ Quote Please Note: I am now out of the office until Tuesday 2nd April on annual leave. If you require urgent assistance, please create a new thread and a member of our team will be sure to assist asap. Many thanks Link to comment Share on other sites More sharing options...
BarkalotDesigns Posted September 25, 2019 Share Posted September 25, 2019 I uploaded the file, it wasn't without issues because my internet has been really unstable lately, but it is now online. Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted September 26, 2019 Staff Share Posted September 26, 2019 I really appreciate that, thank you. I've provided all files and crash logs to our developers and will respond here with any pertinent information in due course! Quote Please Note: I am now out of the office until Tuesday 2nd April on annual leave. If you require urgent assistance, please create a new thread and a member of our team will be sure to assist asap. Many thanks Link to comment Share on other sites More sharing options...
Michael Hopcroft Posted October 5, 2019 Author Share Posted October 5, 2019 The new update to APub still crashes on that template file, just so you know. And it appears to have been an automatic update -- I was looking for the file from Serif and the program appears to have updated itself. Which is fine. It saves me some trouble. Quote Link to comment Share on other sites More sharing options...
Staff Dan C Posted October 7, 2019 Staff Share Posted October 7, 2019 Thanks for trying that Michael, I've requested further update on the development log and will respond here ASAP. Many thanks for your continued patience and understanding here. Quote Please Note: I am now out of the office until Tuesday 2nd April on annual leave. If you require urgent assistance, please create a new thread and a member of our team will be sure to assist asap. Many thanks Link to comment Share on other sites More sharing options...
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