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  • Still TO MANY crashes

    I upgraded to PhotoStudio 6 for Mac in the hope that the issues in 5 would have been irons out.

    But I'm still finding it crashing far too often. Some of these are easily repeatable.

    About half the time it crashes on startup and I have to force quit and restart it. Then it works.

    Every time I try to import from an SD card it crashes; finder etc can see the files perfectly well. I then force-quit it, restart and it imports fine.

    Not very professional. I've had to warn off a few photographer friends from this software until the bugs are ironed out.

  • #2
    Hi stolzy,

    Thank you for the feedback. When an app crashes or hangs, the system provides a problem report. Could you share the report with me?
    I can then work with the developers to help get this resolved.

    Best regards,
    David

    Comment


    • #3
      Where do I find this report?

      Comment


      • #4
        Hi stolzy, reports are saved at /Users/<your name>/Library/Logs/DiagnosticReports.
        The report should also pop up when a crash occurs.

        Best regards,
        David

        Comment


        • #5
          Please be aware that acdsee hangs every time I try an import. No crash report is presented.

          The folder you specify contains a number of .diag files with names such as:

          proactive_event_tracker.diag
          TransparencyTopic_2020-10-07-183105_MacName.diag
          KeySyncTopic_2020-10-07-183105_MacName.diag
          . . . etc

          Latest one from this AM (not associated with today's series of acdsee crashes) as follows:

          {
          "aggregated_messages" : [
          {
          "key" : {
          "type" : "SCALAR",
          "datestamp" : 18544,
          "raw_message" : {
          "type_id" : 2719150006,
          "raw_bytes" : "CA8QAg=="
          }
          },
          "count" : 0
          },
          {
          "key" : {
          "type" : "SCALAR",
          "datestamp" : 18544,
          "raw_message" : {
          "type_id" : 2259660683,
          "raw_bytes" : "CA8SCnRwX3JlY29yZHM="
          }
          },
          "count" : 1600
          },
          {
          "key" : {
          "type" : "SCALAR",
          "datestamp" : 18544,
          "raw_message" : {
          "type_id" : 2259660683,
          "raw_bytes" : "CA8SD3NxbGl0ZV9zZXF1ZW5jZQ=="
          }
          },
          "count" : 6
          },
          {
          "key" : {
          "type" : "SCALAR",
          "datestamp" : 18544,
          "raw_message" : {
          "type_id" : 2259660683,
          "raw_bytes" : "CA8SDmludGVncml0eUNoZWNr"
          }
          },
          "count" : 0
          },
          {
          "key" : {
          "type" : "SCALAR",
          "datestamp" : 18544,
          "raw_message" : {
          "type_id" : 2719150006,
          "raw_bytes" : "CA8QAQ=="
          }
          },
          "count" : 0
          },
          {
          "key" : {
          "type" : "SCALAR",
          "datestamp" : 18544,
          "raw_message" : {
          "type_id" : 2259660683,
          "raw_bytes" : "CA8SEmZiX3BlbmRpbmdfcmVjb3Jkcw=="
          }
          },
          "count" : 0
          },
          {
          "key" : {
          "type" : "SCALAR",
          "datestamp" : 18544,
          "raw_message" : {
          "type_id" : 3664293026,
          "raw_bytes" : "CA8SCnRwX3JlY29yZHM="
          }
          },
          "count" : 0
          },
          {
          "key" : {
          "type" : "DISTRIBUTION",
          "datestamp" : 18544,
          "raw_message" : {
          "type_id" : 251932519,
          "raw_bytes" : ""
          }
          },
          "count" : 1,
          "distribution" : {
          "mean" : 270,
          "min" : 270,
          "variance" : "nan",
          "max" : 270
          }
          },
          {
          "key" : {
          "type" : "SCALAR",
          "datestamp" : 18544,
          "raw_message" : {
          "type_id" : 2259660683,
          "raw_bytes" : "CA8SCm5lX3JlY29yZHM="
          }
          },
          "count" : 4800
          },
          {
          "key" : {
          "type" : "SCALAR",
          "datestamp" : 18544,
          "raw_message" : {
          "type_id" : 2259660683,
          "raw_bytes" : "CA8SCGt2X2Jsb2Jz"
          }
          },
          "count" : 1
          },
          {
          "key" : {
          "type" : "SCALAR",
          "datestamp" : 18544,
          "raw_message" : {
          "type_id" : 2259660683,
          "raw_bytes" : "CA8SGWxvY19yZWNvcmRzX2NvbnRleHR1YWxfbmU="
          }
          },
          "count" : 4600
          },
          {
          "key" : {
          "type" : "SCALAR",
          "datestamp" : 18544,
          "raw_message" : {
          "type_id" : 1034531980,
          "raw_bytes" : "CgpzaWxob3VldHRlEAEYACAAKAEwADgA"
          }
          },
          "count" : 1
          },
          {
          "key" : {
          "type" : "SCALAR",
          "datestamp" : 18544,
          "raw_message" : {
          "type_id" : 1194364809,
          "raw_bytes" : ""
          }
          },
          "count" : 1000
          },
          {
          "key" : {
          "type" : "SCALAR",
          "datestamp" : 18544,
          "raw_message" : {
          "type_id" : 3664293026,
          "raw_bytes" : "CA8SCm5lX3JlY29yZHM="
          }
          },
          "count" : 15
          },
          {
          "key" : {
          "type" : "SCALAR",
          "datestamp" : 18544,
          "raw_message" : {
          "type_id" : 2259660683,
          "raw_bytes" : "CA8SB3NvdXJjZXM="
          }
          },
          "count" : 1100
          },
          {
          "key" : {
          "type" : "SCALAR",
          "datestamp" : 18544,
          "raw_message" : {
          "type_id" : 2259660683,
          "raw_bytes" : "CA8SC2xvY19yZWNvcmRz"
          }
          },
          "count" : 1000
          },
          {
          "key" : {
          "type" : "SCALAR",
          "datestamp" : 18544,
          "raw_message" : {
          "type_id" : 2259660683,
          "raw_bytes" : "CA8SH2xvY19yZWNvcmRzX2NscF9hcmVhc09mSW50ZXJlc 3Q="
          }
          },
          "count" : 0
          }
          ],
          "metadata" : {
          "upload_time" : 1602226913,
          "is_trial_upload" : false,
          "is_internal" : false,
          "is_gm" : true,
          "is_internal_carry" : false,
          "config_version" : 30,
          "is_seed" : false,
          "platform" : "macOS",
          "is_testing_data" : false,
          "language" : "en",
          "device" : "x86_64",
          "country" : "GB",
          "build" : "19G2021"
          }
          }

          Comment


          • #6
            Is there anyone there?

            Comment


            • #7
              Hi stolzy,

              Thank you for sharing the report, but unfortunately it's not related to ACDSee. Since you mention no report is presented when the issue occurs, it seems no report is being generated, therefore no report will be saved.

              Please open Console.app and trigger the two issues (the startup issue and the import issue). Console will generate a lot of logs but you can filter the list by typing "ACDSee" in the search bar.
              Do you see any errors or exceptions from ACDSee from the time you triggered the issues? It may be easiest if you copy and paste all the logs into a text file and send to me and I can go through them to save your time.

              Best regards,
              David


              Comment


              • #8
                OK, ACDSee stopped with a spinning beach ball

                Console as follows:

                Crash Reports - nothing
                Spin Reports - nothing
                How do I send the logs to you? - they are too large to upload here
                Attached Files

                Comment


                • #9
                  Hi stolzy,

                  Thanks for help us looking into this.

                  I have sent you a direct email from support system, with the instruction to upload the log file(s) to us.




                  Regards
                  James

                  ACD Customer Care.

                  Comment


                  • #10
                    I've found that ACDSee sometimes runs out of system memory if too many files are moved or updated at once (I submitted a bug report about it last week). I'm talking in the hundreds of files, but something similar may be in play for imports. I can manage the issue by moving photos in stages, and limiting the number of photos that I move in each stage. Try importing just a few photos at a time from your card to see if that helps.

                    Comment


                    • #11
                      Here's what I've found. I'm trying to build a library with thousands of images of different file types. When updating or embedding metadata, the ACDSee DAM handles single or maybe up to 5 images well, depending on the file type. Right now I don't trust the DAM to do any kind of data operation on more than 3 TIFs or 5 JPGs at a time. Don't ever try to embed metadata on more that 1 PNG file at a time, it will crash. The file won't be destroyed but ACDSee's copy of it will be incomplete. (FYI, PNG files are the Wild West of metadata, so kudos to ACDSee for even trying). Before you start working on the files, make sure that you have a backup in case.... Click image for larger version  Name:	Screen Shot 2020-10-18 at 12.36.36 PM.png Views:	17 Size:	46.5 KB ID:	53923
                      Last edited by [email protected]; 10-25-2020, 02:42 PM.

                      Comment


                      • #12
                        Originally posted by [email protected] View Post
                        I've found that ACDSee sometimes runs out of system memory if too many files are moved or updated at once (I submitted a bug report about it last week). I'm talking in the hundreds of files, but something similar may be in play for imports. I can manage the issue by moving photos in stages, and limiting the number of photos that I move in each stage. Try importing just a few photos at a time from your card to see if that helps.
                        Thanks for chipping, but I don't think that is the issue. I never get to even choose the files to import. ACDSee crashes (spinning beachball) immediately I select a directory to import from.

                        I then have to force quit and restart ACDSee whereupon it imports or crashes with a probability of around 25%.

                        Comment


                        • #13
                          Hi stolzy,

                          The development team has reviewed the logs you provided. As a troubleshooting step, could you try creating a new database via the File > Database > New... command, and then checking if the issue still occurs? Note this will not affect your current database and you can switch back to your current database via the File > Database > Recent list.

                          Best regards,
                          David

                          Comment

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