Author Topic: Help - Latest version crashes each time I try to open or save a picture  (Read 3441 times)

Offline timc770

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I haven't seen this issue reported elsewhere so hoping it's a fix on my end.  I just upgraded to the latest version (01.08.04.1185 ).  When I try to do anything under the File menu (open an image or save an image) the program immediately stops working.  I can open a picture by clicking on it in windows when the program isn't open.  I'm running Windows 7.  Anything I can do to correct this?  I'm obviously stuck in my current work in progress until I get this issue resolved.

Tim

Offline timc770

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correction: I'm running windows 8.1 if it matters.

Online Alejandro Tombolini

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Hi Tim, I think that something strange can be happening during installation, maybe a virus.

from FAQ 3.3

Important: Under Windows, please uninstall a previous version, if you have one installed, before installing the latest package. For sanity, also reboot your machine after uninstalling the old version and before installing the new one. You must select the Uninstall option from the Start menu, under the PixInsight Platform item, or tell Windows to uninstall PixInsight. Never try to uninstall PixInsight by manually removing files.

from FAQ 3.4

Reboot your machine before installing a new version of PixInsight. Also check your computer thoroughly for viruses, Trojans, spyware and other malwares with a good, up-to-date virus protection software. This should not happen on a clean Windows installation.

Saludos, Alejandro.

Offline timc770

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thanks for the response Alejandro.  I did uninstall the old version and reboot before installing the new version exactly as described in 3.3 and 3.4 (I've tried this twice).  I do have virus software on the machine so seems unlikely that I have an undetected virus causing the issue (all other programs run without issue including the previous version of PI).  I'll run another scan this evening but if anyone has other things I can check that would be much appreciated.

Online Alejandro Tombolini

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I also would try:
1) Download the package again
2) install with the antivirus deactivated
Hope it works

Offline timc770

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I'll try it. If it doesn't work, I revert to an older version. I really would like the update though since I have a 4K monitor and the new release makes the icons much more readable for me.

Offline Juan Conejero

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This looks more like a problem with your graphics driver. The next 1.8.4.1187 version is even more robust than 1185 in this regard, and implements new command-line arguments to force an OpenGL implementation (including a pure software emulation that "cannot fail").

Can you give us more details on your hardware?
Juan Conejero
PixInsight Development Team
http://pixinsight.com/

Offline Alterra

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Same here. Following another thread on the same issue on Dell laptops (my case).
No solution there either. Waiting for 1187... "cannot fail" looks nice.
Seems to me that some "smart" Windows auto-update broke something.
Using PI on my old MacBook (2009), which is a pain. Very unhappy.

Offline timc770

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thanks - sure:
Dell - Inspiron 15.6" 4K Ultra HD Touch-Screen Laptop - Intel Core i7 - 12GB Memory, 64 bit Windows 8.1
video card: AMD Radeon R7 M270 (4gb memory)



This looks more like a problem with your graphics driver. The next 1.8.4.1187 version is even more robust than 1185 in this regard, and implements new command-line arguments to force an OpenGL implementation (including a pure software emulation that "cannot fail").

Can you give us more details on your hardware?

Offline Alterra

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Exactly the same model here... Used PI 1844 till last week no problems, then...

Offline timc770

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Interesting. I've had it for 6 months or so and no issues on any other programs: starry night, sgp, phd2, Photoshop, nebulousity, etc. previous versions of PI worked fine.

Offline Juan Conejero

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It seems that the problem we have here 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

Given all the symptoms that we have been gathering, I think this is very likely the same issue that you are having. 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.

Previous versions of PixInsight didn't have this problem because they used Qt 4. Version 1.8.4 uses Qt 5, which is also being used (wrongly) by Dell's shell extensions, generating a conflict with the PixInsight Core application.

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:

Quote
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 does not work, use multiplatform file dialogs in PixInsight: EDIT > Global Preferences > File I/O Settings > Use native file dialogs (disable).

- 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.

Sorry for not being able to offer a more comfortable solution.
Juan Conejero
PixInsight Development Team
http://pixinsight.com/

Offline Alterra

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ouch... I understand the problem... Will try the less ahn... agressive solutions.  :sad:

"Reformat your computer" gives me the chills...  :P

Will use my old MacBook Pro for PI, until Dell steps up and solve this.

Hopefully big names like Autodesk may press them to action, will try posting in Dell community too.

Will let you know if anything works here...

Thanks...

Offline timc770

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Thanks Juan!  Uninstalling Dell Backup and Recovery seems to have fixed my issue.

Offline Renan

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The same here Juan, uninstalling Dell Backup and Recovery seems to have fixed my issue.

Thanks
Renan