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Harvey

Hi. Just downloaded the Windows app and bought a license. Started loading fine. Came back to computer an hour later and the Tonfotos screen was not up on my monitor. I went to the app, clicked on it. and it comes up for 10 seconds and then vanishes. Does it every time I click on the app. I have no idea if my system is completely scanned or the status. My system is running fine otherwise. Just the Tonfotos app will not stay up.

Andrey

Harvey Sorry you had to face this issue. It looks like program crashes trying to process some of your files. Probably those files are corrupt. In order to figure out what is happening we will need debug logs. Please follow these instructions: https://community.tonfotos.com/d/26-making-debug-logs-in-tonfotos

I think that you should go right to the second option (“Launching the Tonfotos application from the console”) since app crashes completely.

Harvey

Thanks. It appears I have version 1.14.6. How do I capture the log to send to you? It is pages long and screen capture only gets a portion of it. I’ve tried havintg it write to a report.txt file….but I’m probably doing something wrong and the txt file is blank. Thanks.

Andrey

Harvey You only need to capture the screen after program crashed. The last messages before crash are most important.

Harvey

So let me see if I understand. I run the log request through the command prompt and when the program crashes and the lines stop scrolling on the screen, you need me to capture the screen that is showing and not the whole thing….which is quite extensive.

Andrey

Harvey That is correct, I need screenshot of the last lines only, after program crashed. Those are the only lines that are not captured by log. Everything else we can find in Donwloads/tonfotos.log if needed.

Harvey

OK. Here is the screen capture. It is still crashing.

Harvey

Andrey

Harvey Thank you for sharing the screenshot.

First I have to ask, is this indeed a last screenshot? If program crashed I would expect to see a command prompt on the screen but I don’t see it here.

As I can see the, last line here is reading some sort of PSD file, but it is hard for me to read exact file name due to low resolution. It can very well be that program is crashing due to corrupt PSD file. In order to verify that can you please change the file name to something like name.PSD.tmp or something like this, so it will not be be PSD file anymore and program would ignore it?

Then you can start program again (please do that from the command line again just in case so you can make screenshot in case if crashes) and check if that helped. I think that this might actually help.

If that will resolve the issue, I would like to ask you to send me this PSD file to support@tonfotos.com so we can debug and make sure program will not crash on it anymore.

Stig

If there are debug tools that we can run beside - maybe we can help identify this issue..

Andrey

Please check 1.14.7. We made extremely thorogh testing of PSD support, now it should not crash on even on most corrupt files.

Harvey

Hi. I’ve been away. I would much rather get this to work then get a refund, so I appreciate your help. I reran the exe file at the command prompt, and no longer get the same result I sent you. Here is a capture of the new result. And it is the same result I get since I upgraded to 1.14.7. The cursor just beeps at the end, after waiting for five minuites or so. I hit enter and it rolls into the next C:\Users……

Andrey

Harvey And what happens with the application? Is it working? Or it handgs or crashes?

Harvey

It crashes. The tonfotos window goes away.

Andrey

Harvey In that case we can use crash dump to see the reason. It will be located in C:\Users\ <name>\AppData\Roaming\tonfotos\Crashpad\reports after crash. Please send it to support@tonfotos.com referencing to this thread. I will then be able to see what is crashing your Tonfotos.

Stig

Search for battery, set it to “perfomance mode” and see if this happens again..
Special antivirus tool that is scanning/stopping the files from been read (lock) maybe ?

Harvey

Thanks Stig. It’s a desktop. No anti-virus software

Andrey

Stig Based on crash dump Harvey sent, it looks like program crashes on PSD file, even thoug in 1.14.7 we put a lot of effort in preventing all possible reasons to crash inside PSD reading code. So now it is just a question of locating that culprit image so I can debug and fix the issue.

Stig

Have you got alot of files 100k or more normal..
what you could try (but when you do this your images will be removed from Tonfotos and re-read into the db again) is to set the library to point to a new folder, and then put more and more folder into the Tonfotos-library-folder-is-pointing too.
I’m guessing.. Then I would expect it to stop at some point if it hits a bad file?

Sitenote:
What I have experienced is that the product seem to stop responding if your reading images of a slow NAS drive.
If you have fast 3.0 or more USB drive you would see that this is not going to happen (is my view on it).
I’ve changed my NAS (working on for weeks, transferring all data..) with a faster NAS drive, and now things are better but the program does not speed up before you explicit turn off antivirus on the NAS drive, so that Tonfotos can work at “full speed”.