05-23-2015, 08:57 PM
I suffer the same issue with few users here : my PP Studio V12.4 sometimes crashes during file save. I contacted Anthropics tech support and given ticket number: 193431.
Before contacting them; I already reloaded latest video drivers for my Nvidia video card and also removed/re-installed latest copy of PP V12.4. I mentioned that to tech support on my first contact. They asked me to re-do the same actions anyway. Upon request; I also sent them dxdiag results (all clean) and PP about system details of my PC. Without them asking me; I also sent them the exact Windows error code details (when the crash happens).
That "crash on file save" does not happen every single time. When you simply reboot / restart the PC (if you are lucky); it may start working again.
And then on next restart; same problem comes back.
I'm not a coder but it almost feels like PP has a problem by using Windows allocated memory at that given time.
It doesn't matter how many other open software applications are running at that time. When it works - it works. When it decides not to work; even though it's the only running software at that time - it'll still crash on file save.
It certainly doesn't feel like a video issue - as it only crashes during file save.
I have many other imaging software on my PC. None of them give such grief. So I don't think it's a basic level systemic Windows issue at my PC.
I also just realized an important clue; I have Photoshop CS6 installed on my PC. PP v12.4 also installs a plugin for Photoshop.
Only the PP 12 standalone software crashes. Even when it crashes; I can still use PP plugin thru my Photoshop.
Looks like both the standalone software and Photoshop plugin are calling the same module (slighly different menu). It feels like problem lies here; how the module is invoked.
I asked tech support to escalate it to higher level. They said they did; but no news after few days.
I'm not happy at all with their approach.
Obviously there is a problem with their software. Company needs to be willing to admit and promptly provide a solution. That's yet to be seen.
Before contacting them; I already reloaded latest video drivers for my Nvidia video card and also removed/re-installed latest copy of PP V12.4. I mentioned that to tech support on my first contact. They asked me to re-do the same actions anyway. Upon request; I also sent them dxdiag results (all clean) and PP about system details of my PC. Without them asking me; I also sent them the exact Windows error code details (when the crash happens).
That "crash on file save" does not happen every single time. When you simply reboot / restart the PC (if you are lucky); it may start working again.
And then on next restart; same problem comes back.
I'm not a coder but it almost feels like PP has a problem by using Windows allocated memory at that given time.
It doesn't matter how many other open software applications are running at that time. When it works - it works. When it decides not to work; even though it's the only running software at that time - it'll still crash on file save.
It certainly doesn't feel like a video issue - as it only crashes during file save.
I have many other imaging software on my PC. None of them give such grief. So I don't think it's a basic level systemic Windows issue at my PC.
I also just realized an important clue; I have Photoshop CS6 installed on my PC. PP v12.4 also installs a plugin for Photoshop.
Only the PP 12 standalone software crashes. Even when it crashes; I can still use PP plugin thru my Photoshop.
Looks like both the standalone software and Photoshop plugin are calling the same module (slighly different menu). It feels like problem lies here; how the module is invoked.
I asked tech support to escalate it to higher level. They said they did; but no news after few days.
I'm not happy at all with their approach.
Obviously there is a problem with their software. Company needs to be willing to admit and promptly provide a solution. That's yet to be seen.