Help Please - Urgent!
Posted: Wed, 23rd Mar 2011, 6:24pm
Post 1 of 19
I am trying to do tweaking on greenscreening and when I click the Key button the program freezes and crashes EVERY SINGLE time. We have Photo Key 4 Pro on Windows 7 and before this upgrade to Pro 4, the program did not crash. When I first started using it, it did not crash, now it crashes 100% of the time. This must be a problem for others too, so I need a fix IMMEDIATELY - yes, I mean to YELL, this has been going on too long and there is nothing on this website to fix problems like this. I need to get work done today and it's not going to get done with this poor upgrade.
Posted: Wed, 23rd Mar 2011, 6:49pm
Post 2 of 19
Sorry you are so upset, I know it can be frustrating when software starts behaving poorly. But its the first I've heard of anyone experiencing this, although I'm not the main support guy. Have you submitted a ticket
yet regarding this issue, to the official support guys? If anyone else has had a similar problem, they would be the ones who know the solution. However, they are out of the office for the day, so they wouldn't be able to get back to you before tomorrow.
Firstly, its worth making sure you have the latest update for PhotoKey 4 Pro, by visiting your account here: http://fxhome.com/account/programs
even if you are up to date, you might download the latest installer and re-install, just in case that clears something up. If that doesn't work, then the following questions will help isolate the cause of the issue.
The fact that you mention it initially didn't crash would indicate that perhaps something has changed on your computer recently? Are the image files you are working with the same as they always were, as far as size and format, etc.? Or are you perhaps using a different camera or image source, or processing any of the images through some other software before they are imported to PhotoKey?
Are you working in any other toolsets before you click on "Key", or are you importing the images and going straight to the Key toolset?
Is this behavior limited to projects you have created since it first presented If you open an older project, from before the problem first began, does it also crash out when you select the Key toolset?
If you create a new project, can you open the Key toolset before any images are imported? or is it only after images are imported that the problem occurs?
If you create a new project, then import the sample images included with the software, does it behave thee same way? For reference, the sample images are located here: C:\Program Files\FXhome PhotoKey 4 Pro\Sample Images\Green Screen
Does it make a difference whether a background image has been imported yet or not?
Posted: Wed, 23rd Mar 2011, 7:02pm
Post 3 of 19
Actually nothing has changed in photos, format, camera, lenses, lighting, background, computer software or hardware changes (outside of the usual Windoze updates). It's a problem that has been ongoing since Version 4 was installed, getting steadily worse, now I cannot open the Key button if there are any images in the import area. It just freezes and closes.
I have reinstalled the program but it just works for a little while, then worsens. Very frustrating.
I submitted a ticket, but waiting a day when work has to be done today isn't helpful.
Posted: Wed, 23rd Mar 2011, 7:14pm
Post 4 of 19
I just reinstalled the program without the update this time, as I was running 4.1.0003 to no avail.
I can use the Key button without any trouble without photos.
I can use the Key button on some photos and not on others and when reopening the program, it might decide to crash on the photos it worked with before and work with the ones it crashed on - very intermittent, no rhyme or reason to it's crashing.
I have tried photos from different cameras, different lighting set ups and to no avail. It is the Key button only and it is ridiculous now, I can't even use the program.
Posted: Wed, 23rd Mar 2011, 7:29pm
Post 5 of 19
Man, that sounds frustrating. Since it is only your computer that we have heard of behaving this way, the trick is going to be finding the common denominator that causes this behavior when it does occur, so we can isolate the cause of the issue. I've sent you a PM, is it possible you can email me one or two of the photos you are working with, so I can have a look on my end?
Also, does the problem occur with the sample images that came with the program?
Posted: Wed, 23rd Mar 2011, 9:19pm
Post 6 of 19
I have uninstalled the program after checking event logs and seeing all the errors, rebooted and reinstalled the program. I went to do the update to 4.000.3 and it said there was a .dll missing so the install wanted me to bypass it, which I did the first time. Figured this time, I wouldn't continue on and see how it goes without the update. So far, it's working - no crashing "yet".
Posted: Wed, 23rd Mar 2011, 9:42pm
Post 7 of 19
That worked for 4 photos and then it started crashing again when I click the Key button. Doesn't matter from where I am clicking the Key button either - could be in Position, Canvas, etc. Once it starts crashing it crashes 100% of the time.
When restarting the program, it tells me there is an update available and I click yes to install it and after it starts downloading in preparation to update, I get a window that opens up that says: Can not write to file c:\Program Files\FXhome Photokey 4 Pro\App.dll please check your filesystem and try again.
So, that's all the information I have - wasting too much time uninstalling, reinstalling, etc. Quite a pain though because it's worked great since day one and then it just started doing this in the past week. There have been no windoze updates either, so really, nothing has changed.
Posted: Wed, 23rd Mar 2011, 10:42pm
Post 8 of 19
Thanks for the update. The fact that it is related to the .dll file sounds helpful; I'll check with the development team tomorrow and see if that gives them any ideas as to the cause.
Out of curiosity, does the User account you are running from have full admin access to your computer?
Posted: Thu, 24th Mar 2011, 10:12am
Post 9 of 19
The dll error when installing is because you still have PhotoKey open while trying to run the new installer. After you've downloaded the new installer you must close PhotoKey before installing the new version.
I would recommend completely uninstalling, downloading the latest version from your account (http://fxhome.com/account/programs) and installing that.
As Axeman mentions, we haven't had a single report of this from any other user, so it does seem to be specific to your machine, which unfortunately can make it difficult to identify exactly what's going on. A complete fresh install is the best place to start, as it does sound like your installation may have got a little broken.
Let us know how you get on.
Posted: Mon, 28th Mar 2011, 2:19am
Post 10 of 19
I recently purchased Photo Key 4 Pro (ver. 4.1.0003) and have been experiencing the same problem described here. As a result I have learned to work images in small groups because it's extremely frustrating otherwise. After I have imported several images into PK4 the program will let me use the "Key" button on the first image only. After advancing to the next image and then trying to re-click on the "Key" button the program freezes and crashes every time. If I'm working in batches this forces me to have to use the same Key settings for every image which is not always the best option for each image. I, too, am using a Windows 7 operating system. The images I am importing are .jpg 's. If anyone knows of a solution or upgrade please advise. Thanks.
Posted: Mon, 28th Mar 2011, 8:29am
Post 11 of 19
Thanks for the report. We'll carry out some further testing on Windows 7 to see if we can replicate the problem, although as I mentioned these are the only reports I'm aware of regarding this issue.
What version of Windows 7 are you running?
Posted: Mon, 28th Mar 2011, 8:45pm
Post 12 of 19
Thank you for the quick response. I am using Windows 7 Home Premium. The PC I am using is an ASUS Desktop PC (model #CM5571). It is a dual core cpu with 2.70 GHz (6.00 GB Installed Memore-RAM), and is a 64 bit operating system.
Thank you again, for looking into this issue.
Posted: Mon, 31st Oct 2011, 3:53am
Post 13 of 19
I realize this in an older post. But I have been having the same problem since upgrading. I am very happy with the new features, they are making the workflow very smooth. But the program is freezing more often than not. And it has never frozen (well, once in a while, but rarely).
Posted: Fri, 23rd Dec 2011, 7:24pm
Post 14 of 19
I also know that this is an older post, but I just wanted to add one more name to the list of people having this problem.
Posted: Sat, 24th Dec 2011, 7:58pm
Post 15 of 19
Thanks for letting us know, and sorry for the troubles you have been experiencing. Once we are all back from the Holidays, we will look into this and see if we can find a solution for you.
Posted: Fri, 3rd Feb 2012, 5:48pm
Post 16 of 19
Since there has been no update on this I assume there's trouble finding the cause, so I did some debugging to at least narrow down the source of this issue a little for you all.
Import apx. 30 pictures (from desktop)
Set canvas as background
Select all images
Set all selected imaegs to unique
Select image that needs key adjusting
Photokey 4 Pro crashes
Repeating the same process exactly
if I do NOT set images to unique
Photokey 4 Pro does not crash when choosing KEY
If I'm working on just one image, this problem also doesn't happen. Unfortunately, we need the pro version for batch operations, yet have to resort to picking through and doing the hardest ones manually.
PhotoKey 4 Pro 4.1.0004
Windows 7 64bit Sp. 1
16 GB RAM
AMD Athlon II X4 640 3 GHZ
Last edited Fri, 3rd Feb 2012, 7:41pm; edited 1 times in total.
Posted: Fri, 3rd Feb 2012, 5:50pm
Post 17 of 19
I've not been able to make this happen here. Does it work with any images?
Posted: Fri, 3rd Feb 2012, 6:18pm
Post 18 of 19
Joshua Davies wrote:I've not been able to make this happen here. Does it work with any images?
Yes, the images are JPEGs on average 3MB shot with a Nikon D300S. No pre-processing between camera and photokey.
Posted: Mon, 6th Feb 2012, 9:15am
Post 19 of 19
While it seems unlikely to be caused by images created by a specific camera, it is worth testing. Would you be able to send over the 30 images you used in your step-by-step to recreating the problem? You could use a service like http://wetransfer.com
to send us the files. If you can do this, please send the files to email@example.com