Hello Mark,
I am sorry about the issue.
Does an error window appear when the software crashes during this process, allowing to send a crash report, or does it just close suddenly?

Eric

Hi Eric,

The crach is sudden with no error messages shortly after it says creating project files (also the initialising project files stage does take a long time).

Mark.

Hello Mark,
could you please check the situation after a reinstall with these steps?

1) Uninstall the software normally, from the Windows panel.
2) Go to the path C:\Users\YourUserName\AppData\Local\Incomedia and delete the folder corresponding to your version of the software (it should be WebSite X5 – Pro).
3) Restart the PC.
4) With the antivirus and firewall temporarily disabled, run as admin the installer you can find here: https://www.websitex5.com/download/v2024.2/wsx5_pro.exe

Eric

Hi Eric,

Tried your advice but the problem still occured. I then tried it again after changing my local account to admin instead of just using 'run as admin' but still got the same problem.

The templates starts downloading and installing, then initilising program files for five minutes and finally setting up project files for 30 seconds before crashing the program.

Any other ideas?

Thanks,

Mark

Hello Mark,
with this link you can download a file called debug.json.

https://www.swisstransfer.com/d/96ad8db6-7dfd-418d-95ac-6f16097d074c

Please update the software to the latest version (2024.3.2 was released today for all users), close the software and place this file in the directory C:\Program Files\WebSite X5 - Pro\Conf
When you next run the software, you should see a small text "Debug mode" at the bottom left of the window.
Make 2 or 3 attempts to download the template, causing the error.
After this, please go to C:\Users\YourUsername\AppData\Local\Incomedia\WebSite X5 - Pro\Logs
In here, you should find one ore more files with a name containing a reference to day (for example, today's log would have a name beginning with 20240924).
Please provide us with a copy of the logs generated on the day of the test, so that we can take a look at the content and see if there is information on the cause of these crashes.

As an additional question, is this occurring with this specific template, or with others as well?

Thank you.

Eric

Just tried the update - and got the attached error message!

I'll open admin account and register program there and see if that works.

Also the problem is with this particular template, but I have to admit I've not tried any other templates recently - I'll try some after I get the update to work!

Hi Eric,

I opened the program in the admin profile and registered it there, the program then updated correctly using 'run as admin'.

I have attached one of the error files produced when trying to open the template. All the other templates open OK including the licenced ones.

Also I ran the program as admin and the template downloaded and opened OK; but when I opened the program as regular user I found the template was present in the project list and it would open but would it not save, giving the following error:

Thanks,

Mark

Hello Mark,
thank you, I have reported this to the development team with the provided log and screenshot.
I will be in touch if we need additional data, such as the project folder that was generated when launching as admin (but that cannot be saved when working as a standard user).

Eric

Hi Eric,

I found a workround.

The template saved when runing as admin saved the project in the default standard user file but the standard user could not open it. So I opened it as admin and exported the project back to the default folder; the project could then be imported into the standard users list and opened successfully...

I'll leave it to your team to work out why the template doesn't actually work as it should.

Best Regards,

Mark.