ACDSee Pro

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ACDSee Pro 2 crashes with Vista

(12 posts)

  • jtrinkle
    Member

    I am having trouble with ACDSee Pro 2 under Vista. I am able to run it on my Home PC but it every time I start it on my laptop the ACDSee program crashes immediately. There were no errors when loading it the first time but I have included the crash report. Any ideas on what I need to do to get this fixed.

    Product
    ACDSee Pro 2 Photo Manager

    Problem
    Stopped working

    Date
    10/7/2007 9:05 PM

    Status
    Not Reported

    Problem signature
    Problem Event Name: APPCRASH
    Application Name: ACDSeePro2.exe
    Application Version: 2.0.219.0
    Application Timestamp: 46d5e975
    Fault Module Name: StackHash_e52f
    Fault Module Version: 0.0.0.0
    Fault Module Timestamp: 00000000
    Exception Code: c0000005
    Exception Offset: 00000000
    OS Version: 6.0.6000.2.0.0.768.3
    Locale ID: 1033
    Additional Information 1: e52f
    Additional Information 2: e98dfca8bcf81bc1740adb135579ad53
    Additional Information 3: 860f
    Additional Information 4: 6eabdd9e0dc94904be3b39a1c0583635

    Thanks for any help on this.

    Posted On October 7, 2007 - 10:03 PM (2 years ago) (Permalink to this post)

  • gretchensteele
    Member

    That is exactly the same issue I am having.. right down to the error report.. perhaps I should have read this before posting my post this am..
    It has driven me nearly off the edge...

    Posted On October 9, 2007 - 06:29 AM (2 years ago) (Permalink to this post)

  • Marc Sabatella
    Moderator

    Did ACDSee 8ever* startup on this computer? I used to be able to get a crash on startup by taking my database from the beta version and trying to use it with Pro 2. I forget if this was a result of trying to import the (previously exported) beta db via Database->Import->Database or if it was a result of simply pointing Pro 2 at the old beta db via Tools->Options->Database, but either way, it worked *until* trying to get it to use the beta db. I eventually worked around the problem by deleting the db (which allowed Pro 2 to start) and importing the beta db from a (previously exported) *text file*.

    Whether or not your problem has anything to do with migration from beta, I do suspect it has something to do with your database. By default on Vista, this is in:

    C:\Users\<yourname>\AppData\Local\ACD Systems\Catalogs\20Pro\Default

    Try renaming this folder (so ACDSee will have to create a new empty db) and see if you can start ACDSee. This will at least confirm if the problem is with the database. If not, then it is probably something related to your specific configuration.

    Posted On October 9, 2007 - 06:06 PM (2 years ago) (Permalink to this post)

  • gretchensteele
    Member

    Marc Sabatella said:

    Did ACDSee 8ever* startup on this computer? I used to be able to get a crash on startup by taking my database from the beta version and trying to use it with Pro 2. I forget if this was a result of trying to import the (previously exported) beta db via Database->Import->Database or if it was a result of simply pointing Pro 2 at the old beta db via Tools->Options->Database, but either way, it worked *until* trying to get it to use the beta db. I eventually worked around the problem by deleting the db (which allowed Pro 2 to start) and importing the beta db from a (previously exported) *text file*.

    Whether or not your problem has anything to do with migration from beta, I do suspect it has something to do with your database. By default on Vista, this is in:

    C:\Users\<yourname>\AppData\Local\ACD Systems\Catalogs\20Pro\Default

    Try renaming this folder (so ACDSee will have to create a new empty db) and see if you can start ACDSee. This will at least confirm if the problem is with the database. If not, then it is probably something related to your specific configuration.

    Bless your heart ..it worked!

    Posted On October 9, 2007 - 09:27 PM (2 years ago) (Permalink to this post)

  • gretchensteele
    Member

    gretchensteele said:

    Bless your heart ..it worked!

    well it worked for a time..I closed it ..went to reopen it..and poof..I am back to square one, and the system won't allow me to rename the new default folder..

    Posted On October 9, 2007 - 10:48 PM (2 years ago) (Permalink to this post)

  • Marc Sabatella
    Moderator

    gretchensteele said:

    well it worked for a time..I closed it ..went to reopen it..and poof..I am back to square one, and the system won't allow me to rename the new default folder..

    Bummer. I'm assuming the OS thinks the folder is still in use and that's why it won't let you rename it. Rebooting should take care of that.

    But now, the question is: what did you do during that time when ACDSee was working? Presumably you added some info to the db in some way, and this for some reason caused a problem. If you can try to retrace your steps next time, exiting and restarting the program after each step, you should able to figure out which specific step introduced the problem.

    I'm sorry you're having so much trouble, but assuming this is a bug in the program - and it sure seems like it must be - anything you can do to help the developers isolate the problem would, I'm sure, be greatly appreciated by all.

    Posted On October 11, 2007 - 01:00 AM (2 years ago) (Permalink to this post)

  • gretchensteele
    Member

    Well, yesterday customer service and I worked dilligently...and with every possible correction method. to no avail. They simply finally said we have nothing else left to try..and have no idea what else to do. So, they refunded my purchase price. It will run on XP. I asked several times if it was a vista related issue..but was assured it was Vista certified. Evidently imho it truly isn't because I do not encounter the problem on any of the machines that are still running XP. This was more than just a bit dissapointing as I think - or perhaps thought LOL that this was one of the best around, it was intuitive and easy for me to use, and I really loved it. It had cut my workflow time nearly in half, and made the cataloging of images so simple - improved my ability to to work with stock agencies etc.
    Sad Sad day..I could still use on on one f the older machines, but theat kind of defeats the purpose of being able to whip through everything in one setting..and my XP machines aren't as fast etc as the Vista...
    I suppose this should serve as word of caution to other Vista users...or if there are other Vista users who experiencing no problems..I'd love to know ! </forums.acdsystems.com/style_emoticons/<#EMO_DIR#>/smile.gif" style="vertical-align:middle" emoid=":)" border="0" alt="smile.gif" />

    Posted On October 11, 2007 - 07:54 AM (2 years ago) (Permalink to this post)

  • ramei
    Member

    gretchensteele said:

    I suppose this should serve as word of caution to other Vista users...or if there are other Vista users who experiencing no problems..I'd love to know ! </forums.acdsystems.com/style_emoticons/<#EMO_DIR#>/smile.gif" style="vertical-align:middle" emoid=":)" border="0" alt="smile.gif" />

    I'm running Pro 2.0.219 under Vista Ultimate (patched and up-to-date) with no severe problems. I encounter a crash of ACDSee from time to time and for no apparent reason, but this also happened with older versions under XP as well. In my environment Pro 2 is as stable or unstable as the previous versions, but it is working. BUT: I am using the German releases of both ACDSee and Vista.

    Posted On October 11, 2007 - 10:05 AM (2 years ago) (Permalink to this post)

  • Marc Sabatella
    Moderator

    gretchensteele said:

    I suppose this should serve as word of caution to other Vista users...or if there are other Vista users who experiencing no problems..I'd love to know ! </forums.acdsystems.com/style_emoticons/<#EMO_DIR#>/smile.gif" style="vertical-align:middle" emoid=":)" border="0" alt="smile.gif" />

    FWIW, I have been running Pro on Vista with no problems, and quite a few others are, too. Sorry this has been so frustrating and that they were not able to figure this out. Frankly, as a former software developer, I'm actually kind of amazed software *ever* really works given all the different configurations it might potentially be called upon to deal with that cannot possibly be tested in advance. But in any case, if you do not ultimately end up finding something else you are happier with, I'd consider downloading a trial version again some time in the future - when presumably *something* about your configuration may have changed and suddenly ACDSee is happier with it.

    Posted On October 11, 2007 - 06:07 PM (2 years ago) (Permalink to this post)

  • jtrinkle
    Member

    I have not been back here in a while but I did get some information from customer service and did give it a try but had no luck. What I did is below but each time I restarted pro it would rebuild the registry entry then fail; when deleting the catalogs folder it would stop working during the rebuild. I tried each item individually then tried them together but nothing else worked. This is not the first issue I have had with Vista and am just about ready to go the MAC route if this is what I have to look forward to with Microsoft. I love the way Vista works when it works but seems to be a tough nut to crack. I did email customer service back and am waiting for the next idea. Pro does work on my XP machine but it seems to crash when editing RAW. About 1 in 10 pictures will crash the program then I restart it and it will work for about 10 more. Below is the email from CS.

    There may be an issue with the registry key thats holds the settings for ACDSee, we can try deleting this registry which will delete the settings for ACDSee. This step will NOT effect your image files or data.

    Go to the Start Menu Then click on Search and Type in REGEDIT and hit Enter. Click on the + sign next to HKEY_CURRENT_USER. Click on the + sign next to Software. Right Click on the ACD Systems entry (Folder) and select Delete.

    If the above did not resolve the issue, The ACDSee Database may have become corrupt and needs to be deleted.

    "Please note: The following procedure will result in a loss of any database information (Captions, Notes, Keywords, Ratings, Categories) entered into ACDSee since it being first installed."

    In Windows Vista, please do the following:

    1. Double-click My Computer.
    2. Double-click C:\.
    3. Double-click Users.
    4. Double-click [Your User Name].
    5. Double-click AppData
    6. Double-click Local.
    7. Double-click ACD Systems
    8. Right-click Catalogs folder and select
    Delete.

    If you cannot view the Appdata folder:
    -click Organize then Folders and Search Options.
    -Click the View Tab.
    -Select Show Hidden Files and Folders.
    -Click Like Current Folder or Apply to All
    Folders.
    -Click Yes.
    -Click OK.

    Posted On October 13, 2007 - 07:18 PM (2 years ago) (Permalink to this post)

  • jtrinkle
    Member

    Well here is my latest update my reply is shown first.

    I completed the uninstall as shown below and when I got done I emptied the recycle bin and did a restart prior to reinstalling the new program. I also ensured the virus program was turned off during the install and when I tried to start the program the first time, it appeared it was going to work and remained working at the point where it ask about cataloging my files. I told it no this time then the quick start screen appears and it stops working. I do not have any other ACDSee programs on this machine so there were none to remove. I also found if I click on a picture I am able to use the ACDSee photo viewer but once I click on the photo manager button it once again stops working and closes the viewer as well. I have also tried turning off Windows Aero but still no luck.

    At 11:11 AM 10/15/2007, you wrote:

    David,

    I think we should start from scratch, I am going to get you to un install ACDSee Pro 2 using the instructions below, once you have done so please download and install from the Link below. Before you download the software please go to the Windows Control Panel then double click on Internet Options then under Browsing History click on Delete files beside Temporary Internet Files.

    http://downloads.acdsystems.com/en/acdseepro.exe

    Please uninstall ACDSee Pro 2 and all previous versions (if applicable)

    1.0) Steps:
    - From Microsoft Windows 'Add Remove Program'.
    - Uninstall ACDSee Pro 2.
    - Uninstall all previous versions of ACDSee
    2.0) Do you have other ACD Products Installed (i.e. FotoSlate 1.0/2.0, FotoAngelo 2.0, RealOptimizer)? If no...
    - From Microsoft Explorer, navigate to: C:\Program Files\ACD Systems
    - Delete the 'ACD systems'folder
    - From Microsoft Explorer, navigate to: C:\Program Files\Common Files\ACD Systems
    - Delete the 'ACD Systems'Folder.
    - From the 'Start Menu' click 'Search'.
    - Type in 'Regedit' and click 'OK'.
    - You are now in the Windows Registry Editor
    - Navigate to: HKEY_LOCAL_MACHINE\SOFTWARE\ACD Systems
    - Delete the 'ACD Systems' folder.
    - Navigate to: HKEY_CURRENT_USER\Software\ACD Systems
    - Delete the 'ACD Systems' folder.
    - Exit the Windows Registry Editor.
    - Reinstall ACDSee Pro 2 and reboot the computer when asked.

    3.0) If you do have other ACD Products installed and don't mind uninstalling these products.
    - Uninstall all ACD Products from the Microsoft Windows 'Add Remove Programs'.
    - Follow the Directions in section 2.0.
    - After you have installed the previous versions of ACDSee you can install ACDSee Pro 2.

    Posted On October 18, 2007 - 09:17 PM (2 years ago) (Permalink to this post)

  • jtrinkle
    Member

    jtrinkle said:

    I am having trouble with ACDSee Pro 2 under Vista. I am able to run it on my Home PC but it every time I start it on my laptop the ACDSee program crashes immediately. There were no errors when loading it the first time but I have included the crash report. Any ideas on what I need to do to get this fixed.

    Product
    ACDSee Pro 2 Photo Manager

    Problem
    Stopped working

    Date
    10/7/2007 9:05 PM

    Status
    Not Reported

    Problem signature
    Problem Event Name: APPCRASH
    Application Name: ACDSeePro2.exe
    Application Version: 2.0.219.0
    Application Timestamp: 46d5e975
    Fault Module Name: StackHash_e52f
    Fault Module Version: 0.0.0.0
    Fault Module Timestamp: 00000000
    Exception Code: c0000005
    Exception Offset: 00000000
    OS Version: 6.0.6000.2.0.0.768.3
    Locale ID: 1033
    Additional Information 1: e52f
    Additional Information 2: e98dfca8bcf81bc1740adb135579ad53
    Additional Information 3: 860f
    Additional Information 4: 6eabdd9e0dc94904be3b39a1c0583635
    Thanks for any help on this.

    Posted On October 22, 2007 - 08:09 PM (2 years ago) (Permalink to this post)

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