Painter crashes my computer

Hi,

I tried going for an older version of AMD driver but I got some errors. I will try again and see how that works. 

As for the log, it isn't possible to send one to you seeing as everything freezes when the crash takes place.

Hello Roxana,

I've merged this post with the previous one, considering this is the same topic.

Unfortunately, as far as I know, the issue is confirmed to originate from AMD drivers. Therefore, I'm afraid downgrading Substance 3D Painter won't resolve the issue. I recommend ensuring that your GPU driver version is at least from last April when no AMD GPU issues were reported.

Also, as mentioned in my previous messages, I'd gladly take a look at your log (Help > Export log), so we can work with AMD on these crashes, or at least quickly find a temporary workaround. Feel free to send it to me at cdellenbach@adobe.com

Best regards,

Thanks for keeping us updated.

We are currently in contact with the AMD team, and they are working on a solution. Considering this is now confirmed the issue is related to the driver, I'm not sure rolling back Substance 3D Painter for previous versions will help.

For the compatibility issue, I'd check if there's an autosave prior to Substance 3D Painter's update.

Best regards,

Crashes also occur with version 8.3. I was simply working on a fill layer, added a generator, and started changing its parameters when Painter froze.

I have encountered a problem. I worked on a project using version 8.2 and decided to upgrade to 9.0. However, the crashes have returned. I can only work for about 2 minutes before it freezes. Is Adobe taking any steps to address this?

The major issue now is that I can't use this project in the older version, even though they are essentially the same program.

So, what is the solution?

Just to be clear, at this moment, I can't use the latest versions of Painter, and I also can't revert to the older ones. This means all my progress is lost. I need to send this project for revision tomorrow, but it's currently impossible for me to do so.

I did sent the report, didn't receive any message back though.

I will try with 9.0 also and see if it's good to go.

If it'll happen again, I will send the log.

Thanks.

I totally understand the frustration and we'll make our best to fix this issue. Currently, considering the few data we have, the issue is very likely related to AMD latest drivers (or simply AMD GPU).

AMD recently had a similar issue with their latest drivers, that's why I advise you to try rolling back your driver at least for an april version.

The fact that the problem doesn't occur with 8.2 is an important info. I'd even try with the 9.0 where I didn't reveived similar messages as yours, and the update is pretty close to 9.0.1

Also, I'd like to have a look at your log (Help > Export log), in order to have a better idea on what's happening, and maybe a step by step guide to reproduce the crash. Currently, we're not able to reproduce the issue on our end, so any additional info is welcome.

Lastely, don't hesitate to send the report to AMD as it's suggested in the pop-up, this could speed up the process.

Best regards,

Hello,

I downgraded my graphics card driver but didn't help. 

I am now working on an older version of Painter (8.2) and the crash didn't take place.

The thing is I am paying a monthly subscription and I expect to be able to use all of the features of the program. This isn't the case for me right now.

Hi @RoxanaMD,

Thanks for all the details.

We had known compatibility issues with AMD GPUs, and I'm starting to think the problem got worse recently, but it's a bit early to tell.

I advise you to rollback your GPU driver for a previous update, and deactivate the Sparse Virtual Texturing (Edit > Settings > General > Sparse Virtual Texturing > Hardware support acceleration).

Let me know if this helps.