Problems with version 1.8.4 on Dell machines

[Juan Conejero]

Hi all,

A growing number of users are reporting problems with version 1.8.4 of PixInsight running on Dell workstations and laptops on Windows. We have identified the cause of this problem, which I describe briefly below.

The problem we have is the same one that has been reported on Dell support forums:

http://en.community.dell.com/support-forums/software-os/f/3526/t/19634253

The problem is basically a conflict between Qt 5 dynamic link libraries (DLLs) used by some Dell utility applications and the same DLLs used by the PixInsight Core application. Those Dell utilities are using incorrectly compiled Qt 5 DLLs in shell extensions, as described in this Qt bug report post. Previous versions of PixInsight didn't have this problem because they used Qt 4, while version 1.8.4 uses Qt 5.

Unfortunately, there is nothing I can do to solve this problem, or at least nothing that I am aware of---if somebody knows otherwise, any information will be very appreciated. The origin of this problem is completely out of my control.

I will take the liberty to copy one of the posts on Dell's support forum, just to give you an idea of the gravity of the problem:

    Dear Dell,

    My name is Frank DeLise, senior director at Autodesk. Several of our tools use QT and this issue is affecting many of our customers, causing product crashes. Please let us know when this issue is resolved so we can alert our customers

    Frank DeLise

    Autodesk

Possible workarounds:

- Uninstall Dell's Backup and Recovery utilities completely.

- If that doesn't work, use multiplatform file dialogs in PixInsight 1.8.4.1185: EDIT > Global Preferences > File I/O Settings > Use native file dialogs (disable).

- If this does not fix the problem, carefully uninstall *any* software from Dell.

- Reformat your computer and install a fresh copy of Windows. Do not install any software from Dell.

- Complain to Dell to force them to solve this problem urgently.

Sorry for not being able to offer a more comfortable solution.

[alcol]

Hi folks

Just seen the post regarding the new updated version and the problem when using a Dell computer. I have a Dell machine and there is no way I have the ability to make the changes to the machine that you say are required to get the new Pixinsight software to run on my machine. Presumably my only option is to continue to use the existing version of Pxinsight. Presumably this will continue to run???

Regards

Alec

[WesChilton]

Hi folks

Just seen the post regarding the new updated version and the problem when using a Dell computer. I have a Dell machine and there is no way I have the ability to make the changes to the machine that you say are required to get the new Pixinsight software to run on my machine. Presumably my only option is to continue to use the existing version of Pxinsight. Presumably this will continue to run???

Regards

Alec

How can you not do this?
"- If that doesn't work, use multiplatform file dialogs in PixInsight 1.8.4.1185: EDIT > Global Preferences > File I/O Settings > Use native file dialogs (disable)."

It doesn't involve uninstalling anything, and it does work around the problem. At least until Dell fixes their stuff.

[alcol]

Hi Wes

You are talking to a non-technical IT person here, so changes have to be simple!

What are you saying: Uninstall the copy of Pixinsight I have, install the new version and make the change you refer to? I was concerned re Juan's comment on each "possible" workarounds which said "if that doesn't work".

Alec

[Andres.Pozo]

Hi alcol,

please read again the message by Wes. It can not be simpler than what he says: click on a checkbox!!!. 

Anyway, you should complain to Dell. The error is theirs so the solution should be implemented by them.

[alcol]

Thanks Andres for putting me in my place.

 I have looked at the relevant change on my Pixinsight software and as you say all you have to do is click on a check box. It didn't seem that simple or that it would definitely work as set out by Juan in his post!

Point taken about Dell

Regards

Alec

[MikeM]

Re this issue is this with ALL Dell pc's/laptops or just some. I have not upgraded yet, but I guess I will find out when I do.

Thanks,
Mike

[jkmorse]

If you follow the suggestions above, even if you have the problem its controllable.

[gtibo]

I have a Dell machine and updated to 1.8.4. I found this problem also.  Until Dell updates or fixes this problem with Qt4 and Qt5, can you give us access to the previous version 1.8.3.1123 which was working fine on my computer? Otherwise I will be stuck until I can find such a version since I do not have that version 1.8.3 anymore. Thanks in advance for your understanding.

[Oknoder]

I use an Alienware laptop which is Dell, it has Pixinsight installed, which is also up to date.  No problems to report, but I always delete the bloatware that Dell and all the other big name manufacturers install in their OEM copy of windows.  I normally do this when I first setup the machine, the only thing that is really needed from the factory install is the license key, to activate the clean install, especially now that there is no sticker on the bottom/back with the key info.  I just make sure the clean ISO I use for the fresh install is the same product version.  I do have three Dell/Alienware programs running to control overclock and the color scheme, but have never had a crash, that I could point to anything other than operator error.  It must just be their backup manager and "Support Assist", which IMHO is worse than windows options and that in itself is rather pitiful.

Matthew

[tomb18]

I would have thought that this would be reported here by now.
I believe that most of these issues are related to this post:

http://pixinsight.com/forum/index.php?topic=10343.0

which has been solved.  Being myself a windows software developer I don't believe it has anything to do with Dell "Bloatware" rather a pure a simple bug related to font scaling in PixInsight.  It happens all the time in the .NET world. 

[Juan Conejero]

I believe that most of these issues are related to this post:

Not at all. Unfortunately, the problem this thread refers to has nothing to do with the scaling bug you have reported. The problem with Dell's utility software that I describe in the first post here still exists after more than one year, simply because Dell seems to have zero interest in solving it. Just read the thread on Dell's support forum to understand the importance of this issue. Note that it includes a very serious complaint from a senior director at Autodesk. Basically, no non-trivial application built around Qt 5 can work on a Dell computer with its default software configuration. Because of this issue, our users must uninstall Dell's Backup and Recovery software (much better if they uninstall any software from Dell) if they want to use PixInsight with normality.

It happens all the time in the .NET world.

Please note that the Windows version of PixInsight does not make use of .NET. It is 100% native C++ code without any .NET dependency.

[niteman1946]

Hi Juan,
Interesting that this thread has been dusted off, since I've very recently had trouble with two separate Dell desktops.  I recognize that my issues may have nothing to do with what has been posted here, but I'm afraid the level of dialogue simply goes over my head .....  apologies.
I've run PI on a Win XP desktop, Vista, and Win 7, all from Dell.  Because of MS' campaign for Win 10, earlier this year I upgraded the five year old Win 7 box to 10. 
That ran PI fine for about 2 months.  One processing day the computer slowed to a virtual stop and a reboot resulted the computer's failure.  "Resetting" it lead to marginal functionality, so I retired the box and bought a new Dell (about 2 months ago).
The new Dell XPS8900 with Win 10 ran PI for 3 weeks and died (similar to the previous Dell).  An extended conversation with Dell's phone support could not resolve and fix the problem.
I'm curious if this bizarre experience is just my bad luck or possibly relevant to this thread.
Thanks,
Mark

[niteman1946]

Hi Juan,
Any thoughts on my question?
Thanks,
Mark

[Juan Conejero]

Hi Mark,

My experience with Dell computers is limited to several laptops. All of them work remarkably well with Linux. I have a Dell Precision 5510 notebook with Windows 10 and Fedora 24 installed on the same SSD (dual boot), and it works also very well. Of course, in all cases we have installed fresh copies of the operating system without any software from Dell.

I have no direct experience with Dell desktop computers. All of our desktop workstations are self-built.