Digital Art Community Forum for Artists & Creators

Username: ronxsAZ
Post Date: 2020-05-20 04:59:10

I just purchased FP4, installed it, and then purchased the bundle of the Liner, Elastic, Fuzzy. The modules installed themself as described during purchase. If I "play" with the software, it is working fine. If I try to open ANY JPG file, it crashes immediately, creating a long log asking me to email it to the developer - I refuse, of course, as I don't know what is being captured from my system. Why would the software crash to begin with? Windows 10 Pro (updated), i7 CPU, 24GB RAM, 4TB SSD - GP4 was the only application running. I tried to open different JPG files of different sizes. In all, the software crashed. [img]https://www.escapemotions.com/community/uploads/posts/2020/05/2020-05-19_19-40-26.jpg[/img] Once, a small 64kb JPG file opened for a few seconds, and the following error stopped the software: [img]https://www.escapemotions.com/community/uploads/posts/2020/05/2020-05-19_19-41-19.jpg[/img] Can anyone assist please before I cancel the purchase and ask for a refund? I really want this to work. Thank you. Ron

Username: Vevo
Post Date: 2020-05-20 11:56:44

Hi Ron, thank you for posting to our Forum. I am very sorry you are experiencing this issue. Could you please try the following: 1. go to: [i]C:\Users\[YOUR_WINDOWS_USERNAME]\AppData\Local\Escape Motions [/i]2. rename the Flame Painter 4 folder to any other name (e.g. 'xxx') 3. run Flame Painter 4 again, register it 4. select in the menu: [i]File > Open[/i], choose the JPG and confirm Is Flame Painter 4 still crashing? If yes, could you please send over the JPG you are trying to open? We'll try to reproduce the issue on our end. If you have more JPGs that are causing the same problem, please send them to us. Our email address is support [at] escapemotions.com. Thanks in advance!

Username: Vevo
Post Date: 2020-05-20 11:57:59

This thread has been moved under Forum's [i]Flame Painter 4 > Support Topics.[/i]

Username: ronxsAZ
Post Date: 2020-05-20 17:59:33

Hello Veronika, 1. I don't see the forum Flame Painter 4, so I don't know where you moved the topic. 2. I tried what you suggested. The software crashed immediately with the same error: [img]https://www.escapemotions.com/community/uploads/posts/2020/05/FP4 Error 2020-05-20_8-50-23.jpg[/img] 3. When I open any of my images in an image viewer (no matter which one... ie IrfanView), I copy the open image and paste it into Flame Painter 4, it stays there, and everything is working fine: [img]https://www.escapemotions.com/community/uploads/posts/2020/05/Bird copy and paste 2020-05-20_8-51-27.jpg[/img] 4. I would be glad to provide you the file I'm referring to. I shot the image. Please tell me where to send it to. I attach it here, but I'm not sure how and if the file would be attached. [img]https://www.escapemotions.com/community/uploads/posts/2020/05/Hummingbird Copyright.jpg[/img] Thank you. Ron

Username: Vevo
Post Date: 2020-05-25 12:53:43

Hi Ron, thanks for sending over the image, we were able to reproduce the issue on our computers as well and will do our best to fix it. I will let you know once we resolve this. Thank you for your patience!

Username: paulk09
Post Date: 2020-06-04 02:03:11

Hi, I have just installed this product for the first time and I am also getting the same error whenever I try and open any jpeg file. Is there any update on this issue?

Username: Vevo
Post Date: 2020-06-04 14:46:49

Hi [USER=53559]@paulk09[/USER], we're currently working on a new Flame Painter 4 update. I'll let you know when we release it.

Username: Vevo
Post Date: 2020-07-23 11:14:21

This issue [[i]crash when a JPG file smaller than the default canvas was opened via the 'File' menu[/i]] [b]is fixed in Flame Painter 4.1.5 update[/b], you can download it from Community account (log in, go to "my profile" > "Purchases").