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  • dgiraud
    replied
    This post is just to let the community know that the problem is under active investigation
    Though the topic sounds like quiet at the moment Dylan and the team are working on it and have been quickly supporting me for the last 2 days
    I have a workaround though: launch Luxea as administrator.
    I guess we'll make an update here when a solution is found

    Leave a comment:


  • dgiraud
    replied
    Hi Dylan
    Thank you for your answer
    Now waiting

    Leave a comment:


  • Dylan L
    replied
    Hi dgiraud,

    Thank you for your feedback. I tried using Luxea with Windows 10 version 20H2 and was not able to reproduce the issue. I have forwarded your crash dump to the Luxea Project Team to investigate the issue further. I will follow up with you in the private chat for some more specific details about the issue as well.

    Thanks,

    Dylan L.
    ACD Systems

    Leave a comment:


  • dgiraud
    replied
    Hi
    Installed Luxea yesterday evening and it had been working fine for 2 projects
    Then I encountered system errors
    I repaired the installation and then it started working again but after closing and reopening Luxea same problem
    I did it 3 times but this is not a solution
    My system and all drivers are up to date
    Windows 10 Pro 20H2
    I send you the crash dump in a separate message

    Leave a comment:


  • Dylan L
    replied
    Hi Mn0001,

    Thank you for your feedback. From this initial feedback, I am not sure what would be causing the issue. Could you please send us a crash dump (.dmp) file so we can further investigate? ACDSee Luxea crash dumps can be found here:

    %temp%\ACDSeeCrashDump\ACDSeeLuxea

    I will message you privately on an email you can use to forward me the file.

    Thanks,

    Dylan L.
    ACD Systems

    Leave a comment:


  • Mn0001
    replied
    I recently purchased Luxea and started experiencing the same exact symptoms as originally reported on this thread. Luxea continually crashes every time I close the program. It does not crash upon opening as some reported, but literally every time I close the app, it errors with the exact same message reported here.

    Furthermore, on a project I had, it lost track of all my imported media clips, saying the media files were moved or deleted, when they actually never moved and still exist. My suspicion is that corruption within the database or the app, likely from crashing all the time.

    I do not have an NVIDIA video driver, so I was unable to incorporate the fix previously suggested here, but I did ensure my video driver was at the latest version.

    It's a shame as I really enjoyed using the product. I would be most grateful if anyone had a suggestion or recommendation how to fix this issue. I also have submitted a support request to ACDSee and thus far have not heard anything back.

    It is a great app but because it crashes all the time, I cannot trust or use it in its current state. Thank you.

    Leave a comment:


  • pyeoh
    replied
    Originally posted by Dylan L View Post
    Hi letti001 and pyeoh,

    Thank you both for your feedback. letti001, I am not quite sure why you are seeing that issue. Could you please send us a crash dump (.dmp) file? ACDSee crash dumps can be found at:

    %temp%\ACDSeeCrashDump\ACDSeeLuxea

    I will message you privately on an email you can use to forward me the file.

    Thanks,

    Dylan L.
    ACD Systems
    Hi Dylan,

    As I've mentioned, my problem was due to Nvidia, not Luxea itself. FYI when Luxea crashed, I booted Windows 10 in Safe Mode and Luxea started successfully. That made me realize the issue could be due to another program and not Luxea. I had two graphics drivers on my laptop (yeah, go figure) and so I decided to disable each one in turn to test. Disabling the Intel driver resulted in the same error message appearing. Disabling the Nvidia driver made Luxea start up successfully. Needless to say, I deleted the Nvidia driver without a second thought. Luxea is fine now!

    Leave a comment:


  • Dylan L
    replied
    Hi letti001 and pyeoh,

    Thank you both for your feedback. letti001, I am not quite sure why you are seeing that issue. Could you please send us a crash dump (.dmp) file? ACDSee crash dumps can be found at:

    %temp%\ACDSeeCrashDump\ACDSeeLuxea

    I will message you privately on an email you can use to forward me the file.

    Thanks,

    Dylan L.
    ACD Systems

    Leave a comment:


  • pyeoh
    replied
    OK, I managed to solve the problem today. Turns out it was my Nvidia driver. I uninstalled it and Luxea started without any problems.

    Leave a comment:


  • pyeoh
    replied
    Same here. Luxea was working fine a week ago. Now when I attempt to open it, an error message appears: "ACDSee has encountered a system error and will close now." I've tried repairing, uninstalling and reinstalling...same problem. Tried running the .exe file (Run as Admin) and no luck. Someone please help! I need to edit my videos!

    Leave a comment:


  • letti001
    replied
    As a follow up. On a lark, I right mouse clicked the the .exe file and clicked Run as Administrator and it work. Then I closed the software. Clicked on it normally. I received the error and it shut down. I then ran it as administrator again and it ran okay. I am not sure what gives.
    I submitted a ticket to ACDSee (twice) and am still waiting for a response.

    Leave a comment:


  • letti001
    started a topic system error and program shutdown

    system error and program shutdown

    Greetings,
    I just purchased Luxea and installed the software. I was able to register and enter the key. The next time I ran the software it gave me a system error and then shut down.
    So next, i uninstalled, deleted all files, cleared the registry, rebooted, reinstalled, registered, entered key and the software ran fine.
    The next time I ran the software, I received the system error dialogue box and it shut down.
    The software will not work for me.
    The error reads "ACDSee Luxea has encountered a system error and will close now."

    Thank you,
    Sal
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