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Ultimate 2019 12.1.0.1656 just won't start (Win10 1803 x86_64)

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  • Ultimate 2019 12.1.0.1656 just won't start (Win10 1803 x86_64)

    Hi folks,

    I just upgraded my Ultimate 2019 to Build 1656 using the official installer and facing the problem that the software won't start. It will display the splash screen and then nothing, the splash screen will disappear again tho.

    Tried a complete uninstall/reinstall already, but that didn't help either. I also filed a ticket with tech support, but since I've got some work to do, I'm trying my luck here as well.

    Anyone has hints for me on how to debug this?

    Thanks,
    Janto

  • #2
    OK, I just found out it is the database - sigh. But the error is still not gone. I renamed the folder containing the database, then ACDSee 2019 would start up with an empty database.

    I then chose "Import database" to re-import the database from the previously renamed folder. ACDSee was happily importing DB and performing optimization, then it wanted to restart and then didn't came up again. Next thing I'm gonna try is to restore a DB backup, which I fortunately have.

    Nice move.

    Comment


    • #3
      OK, also when restoring the database from a backup, build 1656 will not start.

      Can I download and install the previous build somewhere? I have some work to do here...

      Comment


      • #4
        Hi Janto,

        I'm sorry to hear that you're having this issue. To get you working again quickly, you can download Ultimate 12.0 from here: https://www.acdsee.com/en/support/ph...-ultimate-2019

        A member of our support team will contact you soon to help troubleshoot this database issue.

        Thank you,
        Tristan H.
        ACD Systems

        Comment


        • #5
          Thanks for the heads-up, Tristan. Downgrading to the previous build actually worked for me. The support guys already contacted me, now let's see if we can resolve this issue.

          Comment


          • #6
            Do we need to manually update from Ultimate 2019 12.0.0.1593 to version 12.1.0.1656?

            Checking for updates within Ultimate 2019 12.0 returns with "There are no updates available."

            Comment


            • #7
              Hi SteBae,

              How do you check update in Ultimate 12.0 ? Please try again to click Help | Check update to see if the update message will come up for you.

              Or perhaps your security software, e.g anti-virus or firewall, block the ACDSee to check updates ?

              Alternatively, you can download the update from the product support page at https://www.acdsee.com/en/support/ph...ultimate-2019; And this is the direct download link:
              http://dl.acdsystems.com/acdsee/en/a...win-x64-en.exe




              Hope this helps.

              James
              ACDSee Customer Care Team


              Comment


              • #8
                Originally posted by James W- View Post
                Hi SteBae,

                How do you check update in Ultimate 12.0 ? Please try again to click Help | Check update to see if the update message will come up for you.

                Or perhaps your security software, e.g anti-virus or firewall, block the ACDSee to check updates ?

                Alternatively, you can download the update from the product support page at https://www.acdsee.com/en/support/ph...ultimate-2019; And this is the direct download link:
                http://dl.acdsystems.com/acdsee/en/a...win-x64-en.exe




                Hope this helps.

                James
                ACDSee Customer Care Team

                Yes this is the way I am checking for new versions. I always get the message that no update is available. Anyway, updating manually worked.

                Comment


                • #9
                  To give a little heads up to everyone, it took a while but my problem with 12.1 update was fixed. It seems to be a rare corner case I was experiencing in combination with my ACDSee database. Since fixing the problem probably involved some black magic, I unfortunately have no fix recipe to share. But if you experience a similar problem, ACDSee support most likely can help you out.

                  Thanks a lot to you guys for going the extra mile with me.

                  Comment

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