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WD9 Premium Crashes Often
I have had multiple (maybe 10) major crashes with WD9 Premium in one week of low usage. A crash report is also generated. I had no problem with this in WD8 nor any other program on my computer, including a video editor.
When it happens, it is always when I save the project file by clicking on the blue disc file save icon. After the crash my project file is corrupted and unuseable. It is getting tiresome as I have lost a lot of work. Any advice would be greatly appreciated.
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Re: WD9 Premium Crashes Often
A crash when saving a project could mean that the application is having some issue with writing to your HDD.
Can you try disabling any AV/Security software you have running, any backup software or any other software which might be preventing Xara from writing to file?
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Re: WD9 Premium Crashes Often
Thanks for the reply. Your comments are valid.
I have never had any issue with saving files with any other software I have used, over many years, including WD8. I have always paid attention to what is running in the background on my computer and uninstall any superfluous software. I have tried disabling any AV software I have. Nothing has helped so far.
I am convinced it is an issue with WD9. The project in question is 25 pages. I wonder if that may play a role in this. I have a smaller project that seems to be more stable so far. But I have worked with it less at this point in time as far as WD9. If it matters I am using the 64 bit version.
I haven't seen any other postings on this issue so I am alone at this point.
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Re: WD9 Premium Crashes Often
Quote:
Originally Posted by
tomsbs
I am convinced it is an issue with WD9. The project in question is 25 pages.
You could be right. It could be something unique to your file.
Why not install the 32bit version of WD9 as well and see how that goes exporting the same file.
(You may install both side-by-side using your same license.)
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Re: WD9 Premium Crashes Often
It's worth a shot. I hadn't thought of installing 32 & 64 side by side. I'll let you know.
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Re: WD9 Premium Crashes Often
I am using the 64 XWDP9. It crashes constantly, including when working on backgrounds and with the new google fonts. There was an update today which I m hoping reduces these. It's such a pity because it is a really great program with some great new features.
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Re: WD9 Premium Crashes Often
I would suggest that both of you contact Xara support and give them all the details you can about what leads up to the crashes, your system, and what other programs you may have running in the background such as AV/internet security etc.
I have both the 32bit and 64 bit versions on my system and I have not had any issues like these. I love the new backgrounds features, but I'm not so keen on the google fonts.
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Re: WD9 Premium Crashes Often
Quote:
Originally Posted by
angelize
I would suggest that both of you contact Xara support and give them all the details you can about what leads up to the crashes, your system, and what other programs you may have running in the background such as AV/internet security etc.
I have both the 32bit and 64 bit versions on my system and I have not had any issues like these. I love the new backgrounds features, but I'm not so keen on the google fonts.
It's a mystery, I confess. I have a very fast system. I do use anti virus and anti spyware and anti malware... Maybe that is scary to the program, but there is nothing I can do about that. We have to have high security, and it normally isn't a problem... The crashes make their own log files, which I just fill in and send to Xara. I have no idea what is causing them. The program normally recovers, but refuses to do whatever the particular task is.
What is it that you don't like about the Google fonts? I don't know how they will pan out in real usage, ie from the browser end, but it is so neat to be able to click an Add button. Saves all that faffing with other web fonts. I find it difficult to keep track.
So far I really like this new premium version, and I cannot wait for the next upgrade to Designer Pro, so I don't have to work with two programs open :)
A.
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Re: WD9 Premium Crashes Often
I am also experiencing crashes on the trial version of WD9P. When I try to trim a photo and click on 'clip', it crashes every time. I have submitted the crash reports but have heard nothing further. I am now having to jump back to WDMXP to trim photos then copy and paste. I did intend to buy the new version but not until this issue is resolved. Otherwise it looks very good.
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Re: WD9 Premium Crashes Often
Thanks for your replies. I thought I was the only one with this issue until now. Since others are experiencing this it means they will fix it eventually. I'm downloading the update that just came out with the hope that they have fixed it already.
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Re: WD9 Premium Crashes Often
@Artyboots, Scotstu and tomsbs - have all submitted tickets to Xara's support team regarding these issues?
If you have please tell me the ticket ID's that you submitted regarding these issues.
Also, please make sure that you have installed the latest patch update that was released yesterday (18th April) and see whether you are still encountering the same problems.
Remeber that in order to best assist you with this, they'll need to know the exact steps that you take to reproduce the problem. Does it only happen with a particular file, or if you open a new file from scratch are you still able to cause the same problem etc.
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Re: WD9 Premium Crashes Often
After installing the latest update, the program crashed again. As usual it was when I saved the project about the 5th time. The ticket # generated this time was Ticket ID: NEH-320919.
I realize this is a difficult problem to troubleshoot. I have confidence they will find a solution eventually. I plan to be patient and look for further updates as they come along.
Meanwhile, I still plan to try the 32 bit version to see if it crashes as well. I just need to find the time.
I have been working with the same project all along. I haven't tested stability with a new or alternate project. This same project worked well with both WD7 and WD8 without problems. But it crashed with WD9 the first time I used it.
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Re: WD9 Premium Crashes Often
I'd encourage you to try a new project in WD9, it seems that there's something with your earlier version .web file that isn't compatible.
Have you used any Live Effects or Adobe plugins with this file before trying to open it in WD9 64bit? (which does not support 32bit live effects/plugins)
Do you have any widgets or placeholders with third party code?
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Re: WD9 Premium Crashes Often
Shouldn't need to re-create your file tomsbs, but it looks like it's something specific in the document. The support team has replied to your ticket now, so they'll look forward to the additional information oyu can provide them.
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Re: WD9 Premium Crashes Often
I was also getting crashes but while installing the content Manager
I did report as per: [Installation #OSH-851574]: XWD 9 Premium crashed and other issues
Reply from Customer Care of XARA:
Have you been able to successfully install the content pack now?
If not, please uninstall Web Designer from your computer then download the latest installation file from the link below
www.xara.com/downloads/webdesigner
Once yo uinstall that, unlock the software and then select Install Content Pack from the Help menu. The issues which you had originally installing the content pack was resolved and we released new patch updates today which include this fix.
Kind regards,
CS
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Re: WD9 Premium Crashes Often
Akshaye, yours is an entirely different and unrelated problem to the OP. By the looks of it you had difficulty installing the content pack.
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Re: WD9 Premium Crashes Often
I have just downloaded and installed WD9. It just crashes all the time I cannot use it or publish.
I have sent a report to support and am waiting on a response.
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Re: WD9 Premium Crashes Often
Quote:
Originally Posted by
sledger
I'd encourage you to try a new project in WD9, it seems that there's something with your earlier version .web file that isn't compatible.
Have you used any Live Effects or Adobe plugins with this file before trying to open it in WD9 64bit? (which does not support 32bit live effects/plugins)
Do you have any widgets or placeholders with third party code?
I have no doubt that a new project would work without issues. But that does not help me here. Starting out with a new project is not an option for me. I have several years work invested in this current project. If I cannot get it to work, it will be a huge set back.
If my project file is incompatible, that is a bug with WD9 not importing the project properly. My project was properly created with older Xara Web Designer and worked flawlessly before WD9. I will wait patiently for software updates.
To answer your questions above, no to all of them. Thanks for your assistance.
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Re: WD9 Premium Crashes Often
@tomsbs, Xara support have replied to you now, could you reply to them with the information they have requested so they continue to assist you. Thanks.
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Re: WD9 Premium Crashes Often
Thanks, Pete, you guys have all been great. Yes, I received a response and I am going to put together a package for them this weekend. I will try to document steps to duplicate the issue, write up a complete problem description and ftp them both my WD8 and WD9 project folders to compare and import. This may take a day or two but I am glad to help.
It wasn't clear from their email if I should reply to the email or generate a ticket. So I will generate a new support ticket to be sure.
Apparently the crash report support tickets go to an automated system and aren't read by Xara, although the emails you receive from the crash reports state that they do go to support tickets. Just to let others know.
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Re: WD9 Premium Crashes Often
Quote:
Originally Posted by
tomsbs
Thanks for your assistance.
Quite - thanks.
I'm trying to help isolate the problem with you.
Quote:
My project was properly created with older Xara Web Designer and worked flawlessly before WD9.
There's never been a 64bit version before, so another suggestion I have is to install the 32bit version of WD9 to see if the problem occurs there as well..
Good luck with Xara support, you're in good hands there. I'll be interested to know the final outcome.
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Re: WD9 Premium Crashes Often
Just as an addition to this thread - I have been using Xara since its Beta stage, the recent Designer Pro 7 and Pro X, are proving to be unstable also.
We get Violation Error close downs on a daily basis. We also use Windows 7 64 bit, but we did not get these errors when using XARA pro 4.
There are no clear indications as to why the closures occur - we are now sending the info to Xara support.
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Re: WD9 Premium Crashes Often
Quote:
Originally Posted by
sledger
I'm trying to help isolate the problem with you.
Sledger - I still plan to try your suggestion. I am just busy writing up a package for Xara support as my first priority. If the 32 bit version works, that would be great as I won't have to wait for an update. I sincerely appreciate your input. I will let you know know either way.
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Re: WD9 Premium Crashes Often
Quote:
Originally Posted by
PeteS
@tomsbs, Xara support have replied to you now, could you reply to them with the information they have requested so they continue to assist you. Thanks.
I submitted ticket for this, Ticket ID#: ODM-700038.
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Re: WD9 Premium Crashes Often
Quote:
Originally Posted by
PeteS
@Artyboots, Scotstu and tomsbs - have all submitted tickets to Xara's support team regarding these issues?
If you have please tell me the ticket ID's that you submitted regarding these issues.
Also, please make sure that you have installed the latest patch update that was released yesterday (18th April) and see whether you are still encountering the same problems.
Remember that in order to best assist you with this, they'll need to know the exact steps that you take to reproduce the problem. Does it only happen with a particular file, or if you open a new file from scratch are you still able to cause the same problem etc.
The ticket for my problem was Ticket ID: HMV-304620 but since deleting and reinstalling using the latest download, the trim problem seems to have been fixed. I will give it another few days trial and if all is fine then I will purchase the upgrade. Have used Xara successfully since Webstyle 4
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Re: WD9 Premium Crashes Often
I have used WD9 for about a week everyday on 8-10 websites ranging from 4-50 plus pages and I have not have one single crash so far.
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Re: WD9 Premium Crashes Often
Quote:
Originally Posted by
camelot217
I have used WD9 for about a week everyday on 8-10 websites ranging from 4-50 plus pages and I have not have one single crash so far.
Are you using Windows 7, 64 bit?
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Re: WD9 Premium Crashes Often
Badgercards, could you submit a support ticket to Xara's support team so they can assit you. Provide them with all relevant information (eg when the problem you encounter occurs, whether you are able to reproduce the problem consistenly following specific steps, whether it only happens if you are working in a particular document, or any etc). Your problem sounds off topic to the OP, especially if you're using a different version.
This thread isn't intended to be a substitute for support provided by Xara, nor is it a general thread for all Xara support requests ;)
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Re: WD9 Premium Crashes Often
I worked with Xara support this morning. They worked with my project file. My project is 20 pages with a number of photos. They suggested using the "Optimize All Photos" command, which I did. My project file size shrank from 32mB to 5 mB, as you might expect.
Since I did that I have been unable to make my project crash. So it looks like that might have done the trick. Also some other annoying behaviour went away and things just feel more stable.
I don't believe there was anything wrong with my project in the first place, but something about all those images caused WD9 to choke. Hopefully the programmers can add some code to prevent further problems. There is also the possiblity the optimization process cleaned up an issue with a bad image file.
I am cautiously optimistic I can get some work done now.
I am very impressed with Xara support. They responed quickly and professionally. Also thanks to the users on this forum who are so willing to donate their time to help others.
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Re: WD9 Premium Crashes Often
Quote:
Originally Posted by
BADGERCARDS
Are you using Windows 7, 64 bit?
Yes I am.
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Re: WD9 Premium Crashes Often
Thanks PeteS
I ended up on this thread because I typed in 'CRASHES' in the search box. I was trying to see if there was a similar problem in other software that was crashing the same as my Designer Pro X.
I have now got multiple support ticket submissions - as previously stated my Pro 7 and Pro X, crash on a daily basis. I would dearly like to find a solution to this problem, one of my employees recently
lost 3 hours of work in one file when the program crashed totally.
Is there a ball-park time for the response to come thru from Xara.
PS - Is there a similar thread in action at the moment related to crashes on Designer Pro X.
Dave
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Re: WD9 Premium Crashes Often
one of my employees recently lost 3 hours of work in one file when the program crashed totally.
Management should be teaching the old mantra: Save early, save often.
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Re: WD9 Premium Crashes Often
I wish I had thought of that Pauland - when the program crashed it overwrote the backup and wiped it out - we have our backups set at 10 min intervals. I have seen this happen only once before, with PRO 7 I lost an entire file in a similar crash.
Don't ask me how or why this happens, but it has, and now for the second time. These two incidents were on seperate PC's. Incidentally this crash was not an ACCESS VIOLATION EXCEPTION, the program simply locked us out and could only be closed by using Task Manager.
Usually with an ACCESS VIOLATION EXCEPTION, the program on reboot allows you to access the backup file, not in this case, the file was still there but was inaccessable.
Hence the reason we are seriously in need of some help here. We cannot afford to have files disappear on us.
Dave
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Re: WD9 Premium Crashes Often
@Badgercards, please let me know a ticket ID that you have submitted so the support team can chase it up, thanks.
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Re: WD9 Premium Crashes Often
It does make me wonder just how many support tickets Xara receives every day. I can't remember ever requesting support because of a program malfunction. I think I made two support calls because of licencing. Xara software seems very reliable and the current WD9 problems unusual.
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Re: WD9 Premium Crashes Often
Quote:
Originally Posted by
pauland
It does make me wonder just how many support tickets Xara receives every day. I can't remember ever requesting support because of a program malfunction. I think I made two support calls because of licencing. Xara software seems very reliable and the current WD9 problems unusual.
I agree - being a Xara user since its initial beta tests the program has been exceptional. It is only PRO 7 and PRO X, with windows 7 64 bit, that is proving unstable - it might not be XARA, but that is the primary reason for this search on the Forums for similar problems or any one else that is experiencing the same.
Thanks for your ever helpful responses.
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Re: WD9 Premium Crashes Often
Thanks PeteS
Here are the ticket ID'S - ESO-138477, TQP-971167, WLA-620768
Hope these are of some help.
Dave
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Re: WD9 Premium Crashes Often
I am finding it's much more stable since the update. I still have the occasional crash, but compared to what I am doing to the program I think it copes exceedingly well.
:)
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Re: WD9 Premium Crashes Often
@Badgercards, the support team have replied to your open tickets now.
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Re: WD9 Premium Crashes Often
I'll just chime in as I now have begun seeing crashes after using it about 1 week (latest version and rev).
I'm running a high-end graphics PC with Win64.
And although I "save, save; save" my files all the time, this recent crash created a "zero-byte" file for my .web.
So...I could not recover anything!! I tried to open a backup file and it too was mangled...yukkk
Nothing fancy about my site, just using standard layouts and widgets???. Rebuilding time...
Thoughts...? Solutions??
JOhn