[Gary]

(06-09-2015, 06:03 PM)sbozkus Wrote: Petr, Gary's response was for me.

Gary, I believe you have enough explanation here to differentiate that; it's not the RAM it's not user's Windows. But it really points to how your standalone SW handles memory operations.
Hope that helps.

Hi Sbozkus

Yes and sorry I've got mixed up when Petr was replying to my reply to you. The problem is the code that runs during standalone for saving files is exactly the same code as runs when in the plug-in so I don't see how it could be due to a different way we are handling memory. In fact when run as a plug-in there is generally less memory available to Portrait Pro due to Photoshop using many resources including memory. When run as a plug-in the Portrait Pro code always saves a TIFF file. Can you try that to see if it works?

thanks
Gary

[Gary]

(06-09-2015, 06:21 PM)Petr Wrote: Gary,
is not it true that you wrote me how to download and install a 32-bit version. It is also not true that I use version 12 of last year. In fact, you never wrote to me. All emails Angelique wrote.

I use version 12 of March this year. Before that I used Version 11 Version 12 has worked without error one month. Since April, the program does not work at all.

After several reinstallation, I had to check my laptop to an authorized service center. The notebook is fine with the current driver.

I like to try the 32-bit version. Please write the address to download.

Thanks. Peter

sorry Peter I got confused when you replied to my reply to sbozkus

we can give you the links for the 32 bit software but can you open a support ticket on our web site to ask for this, because we need your activation token and other license details to do it.

thanks
Gary

[Petr]

Thanks Gary,
Support Ticket sent.
Petr

[Petr]

Hello Gary,
32 bit version is installed and working on my 64 bit laptop without a problem. So you have a problem with 64-bit versions in combination with Windows. I was just on image processing. If we manage to fine-tune the 64 bit version, please for information and I reinstall the program again.
Thanks, Petr

[sbozkus]

(06-10-2015, 09:31 AM)Gary Wrote:

(06-09-2015, 06:03 PM)sbozkus Wrote: Petr, Gary's response was for me.

Gary, I believe you have enough explanation here to differentiate that; it's not the RAM it's not user's Windows. But it really points to how your standalone SW handles memory operations.
Hope that helps.

Hi Sbozkus

Yes and sorry I've got mixed up when Petr was replying to my reply to you. The problem is the code that runs during standalone for saving files is exactly the same code as runs when in the plug-in so I don't see how it could be due to a different way we are handling memory. In fact when run as a plug-in there is generally less memory available to Portrait Pro due to Photoshop using many resources including memory. When run as a plug-in the Portrait Pro code always saves a TIFF file. Can you try that to see if it works?

thanks
Gary

When it fails; it'll fail for any save option (tiff or jpg or png). At that time your standalone SW will freeze till you close it down with it's "X" corner.
If you restart and try again; it'll also fail.
But (as I mentioned before) if you fire your Photoshop and invoke PP plugin for same exact photo; it'll save every single time.
So although you may think that the code is exactly the same; obviously some form of difference do exist.

[Gary]

(06-11-2015, 10:08 PM)sbozkus Wrote: When it fails; it'll fail for any save option (tiff or jpg or png). At that time your standalone SW will freeze till you close it down with it's "X" corner.
If you restart and try again; it'll also fail.

When it is going to fail, can you use "save session" and send me the resulting session file. Use dropbox or one of the many web sites for sending large files and then please send me a private message in this forum with a link to the file. If we can reproduce this problem then we will be in a much better position to fix it.
thanks
Gary

[sbozkus]

(06-11-2015, 11:07 PM)Gary Wrote:

(06-11-2015, 10:08 PM)sbozkus Wrote: When it fails; it'll fail for any save option (tiff or jpg or png). At that time your standalone SW will freeze till you close it down with it's "X" corner.
If you restart and try again; it'll also fail.

When it is going to fail, can you use "save session" and send me the resulting session file. Use dropbox or one of the many web sites for sending large files and then please send me a private message in this forum with a link to the file. If we can reproduce this problem then we will be in a much better position to fix it.
thanks
Gary

That really started to cost me my personal time, Gary. As I uninstalled my working copy of 32-bit PP and installed 64-bit version again, to be able to help you with your request (I wish all these steps were asked one month ago).
Of course; save induced crash starts right away on x64 version. The interesting thing is; it even crashes on "save session" request. So it can not do any kind of save at all.
I sent you Windows event file content via private email.
Interestingly, the last binary bytes (as it crashes) reads: C.r.o.s.s.-.t.h.r.e.a.d..D.e.a.d.l.o.c.k...
So it tells you why it's dying. Hope you can find the killer!

- System
- Provider
[ Name] Application Hang

- EventID 1002
[ Qualifiers] 0

Level 2

Task 101

Keywords 0x80000000000000

- TimeCreated
[ SystemTime] 2015-06-14T01:29:37.000000000Z

EventRecordID 114925

Channel Application

Computer 6amd

Security

- EventData
PortraitProStudio.exe
12.4.4.1
1dc
01d0a6417168a014
15
C:\Program Files\PortraitPro Studio 12\PortraitProStudio.exe
cf4c3298-1234-11e5-81d1-bc5ff40ff07a


430072006F00730073002D00740068007200650061006400000044006500610064006C006F0063006B0000000000
________________________________________
Binary data:
In Words
0000: 00720043 0073006F 002D0073 00680074
0010: 00650072 00640061 00440000 00610065
0020: 006C0064 0063006F 0000006B 0000
In Bytes
0000: 43 00 72 00 6F 00 73 00 C.r.o.s.
0008: 73 00 2D 00 74 00 68 00 s.-.t.h.
0010: 72 00 65 00 61 00 64 00 r.e.a.d.
0018: 00 00 44 00 65 00 61 00 ..D.e.a.
0020: 64 00 6C 00 6F 00 63 00 d.l.o.c.
0028: 6B 00 00 00 00 00 k.....

[Gary]

(06-14-2015, 02:49 AM)sbozkus Wrote: Of course; save induced crash starts right away on x64 version. The interesting thing is; it even crashes on "save session" request. So it can not do any kind of save at all.
I sent you Windows event file content via private email.
Interestingly, the last binary bytes (as it crashes) reads: C.r.o.s.s.-.t.h.r.e.a.d..D.e.a.d.l.o.c.k...
So it tells you why it's dying. Hope you can find the killer!

Thank you for this information!

Can you tell me at exactly what point the hang happens? When you say it happens straight away, is this happening before you get to choose the save filename? What do you see on the screen just before the hang?

Please remember that this is difficult for us to investigate because it's not happening on any of our computers or for the thousands of customers we have with v12 64 bit, so we are trying to find out what is different about your set-up.

Also you can install the 32 bit and 64 bit software at the same time if you want to.

[sbozkus]

It happens immediately as you click on (one of 3) save options. You don't see any change on screen (even your requested "save file name" popup window doesn't come). It just freezes right there and then. For about 4 seconds it doesn't even respond to "X" close corner button. After 4 seconds top window bar says "(not responding)". Then you can close it by "X" corner button. After that you can relaunch the SW but it'll crash exactly the same at same point.
Interesting enough; it decided to work today when I turned on my PC. It's luck of the day. Probably if I reboot now once again it'll decide not to work.
So you don't have any utility to trace / capture it's behaviour step by step? If you have so; you can send it to me. I can try to capture it's log file and send you details. Otherwise, looks like it'll just remain the same since you can't replicate it.

[Gary]

(06-15-2015, 04:10 PM)sbozkus Wrote: It happens immediately as you click on (one of 3) save options. You don't see any change on screen (even your requested "save file name" popup window doesn't come). It just freezes right there and then. For about 4 seconds it doesn't even respond to "X" close corner button. After 4 seconds top window bar says "(not responding)". Then you can close it by "X" corner button. After that you can relaunch the SW but it'll crash exactly the same at same point.
Interesting enough; it decided to work today when I turned on my PC. It's luck of the day. Probably if I reboot now once again it'll decide not to work.
So you don't have any utility to trace / capture it's behaviour step by step? If you have so; you can send it to me. I can try to capture it's log file and send you details. Otherwise, looks like it'll just remain the same since you can't replicate it.

This is very helpful, so it's the file save dialog itself where the failure is happening. My immediate thought is that this is due to a shell extension installed in Windows that is executed in order to display the dialog.

Could you try this version and tell me if the crash is fixed:
http://cloudfront.portraitprofessional.c...etup64.exe