Crash immediately after loading photos

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plonkaw
Posts: 2
Joined: 02.09.2019 10:04

Crash immediately after loading photos

Post by plonkaw » 02.09.2019 10:12

Dear All,

After update to 7.5.8 any time I load photos HF shuts down with no warning.
Either as standalone app, or ran from Adobe Lightroom

Reinstallation, re-activation did not help
OpenCL is not active and the "performance check" shows "Excteption" message

Any ideas what to check (any logs out there)?
The machine is Windows 10, Intel Xeon, 8GB RAM, Nvidia Geforce 710 gt 2gb

Thank you!
Wojtek

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Catherine
Posts: 233
Joined: 29.04.2019 22:38

Re: Crash immediately after loading photos

Post by Catherine » 03.09.2019 20:48

1. Please let us know if you can process demo stack in 7.5.8: main menu > File > Run focus demo, or does it crash on demo stack processing as well?

If it works ok on a demo stack, please send us a sample image you've encountered problem processing with to support@heliconsoft.com.

2. Then please install and run this version: https://www.heliconsoft.com/downloads/HeliconFocus7.5.6.exe

Please let us know if 7.5.6 crashes on your stacks as well.

plonkaw
Posts: 2
Joined: 02.09.2019 10:04

Re: Crash immediately after loading photos

Post by plonkaw » 04.09.2019 18:05

Dear Catherine,

Thank you for prompt reply.
1. No. Demo stacks causes Helicon to quit just after images are loaded
2. 7.5.6 works fine, both demo and my files. Haven't yet tried running it from Lightroom

Anything else I could do to help HeliconSoft identify and fix the issue?

Regards,

Wojtek

smilodon1
Posts: 2
Joined: 26.04.2005 22:14

Re: Crash immediately after loading photos

Post by smilodon1 » 04.09.2019 21:21

I'm having the same problem with 7.5.8. It also crashed when trying to use the demo. I followed the advice and installed 7.5.6 and it works fine. Is there a patch to fix this problem?

gogsgogs
Posts: 2
Joined: 14.09.2019 23:14

Re: Crash immediately after loading photos

Post by gogsgogs » 14.09.2019 23:36

I am still waiting for a solution. (scince 3 weeks)
the actual version does not work.

christian

gogsgogs
Posts: 2
Joined: 14.09.2019 23:14

Re: Crash immediately after loading photos

Post by gogsgogs » 14.09.2019 23:42

when can we get a working hel. version ?

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Catherine
Posts: 233
Joined: 29.04.2019 22:38

Re: Crash immediately after loading photos

Post by Catherine » 16.09.2019 13:40

We are still working to identify the problem. It's not a common issue, v.7.5.8 works fine for the majority of users. For now, what we can recommend as a workaround for cases when 7.5.8 does not work, is installing v.7.5.6 instead as temporary solution until we find and fix the problem and issue an updated version.
https://www.heliconsoft.com/downloads/HeliconFocus7.5.6.exe
https://www.heliconsoft.com/downloads/HeliconFocus7.5.6.dmg

Bdubd_0413
Posts: 1
Joined: 06.10.2019 23:48

Re: Crash immediately after loading photos

Post by Bdubd_0413 » 07.10.2019 00:23

Hey I'm having this exact same problem. When I load my pics the program shuts down. Was there a fix for this issue.

fclaessens
Posts: 1
Joined: 14.10.2019 20:31

Re: Crash immediately after loading photos

Post by fclaessens » 14.10.2019 20:35

I did not pay for a license on your older version!
Have you been able to duplicate the problem in house?
What information do you need about my system in order to set up a similar test site for attempting to duplicate the problem?

User avatar
Catherine
Posts: 233
Joined: 29.04.2019 22:38

Re: Crash immediately after loading photos

Post by Catherine » 18.10.2019 14:48

We've identified and fixed the problem in Win version. The updated version will become available for download from our website soon.
Now it can be downloaded from https://office.heliconsoft.com/cloud/index.php/s/q3CFz49Zgzdr65d

This problem should not have occured on Mac OS. If you encountered difficulties with 7.5.8 Mac OS version, please report to us as described at https://www.heliconsoft.com/faq-helicon-remote#bugreport_mac

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