Screen freeze when opening ssg file

[hjl67936945]

Hi community,

since Stager update to 2.1 on Windows 10, we are facing load problem with files we worked on before.

On opening some ssg-files they load up to 100%  and then screen freezes before showing the content.

Stager does not react on anything any more, no close possible. App must be cancelled by windows task manager. Crash report was sent to Adobe.

This only happens to some files, other files are loading normal.

What is to do, any recommendations here?

Thank you for help.

Hans

PS: right now I tried to import issue file, but problem resists.

Windows task manager screenshot image

[Cyril Dellenbach]

Hi @hjl67936945,

Thanks for reporting.

Can you send me one of your .SSG file and your last log (help > get logs), so I can have a better idea on what's happening. You can obviously send those files privately at cdellenbach@adobe.com

While I'm taking a look and as long as you have the Creative Cloud edition, you can always downgrade your Substance 3D Stager version if you think a previous update will work better.

Best regards,

[hjl67936945]

Hi Cyril,

thanks for support. I have sent files through wetransfer now.

Thank You

[hjl67936945]

Stager loading issue still there.

Hi Cyril,

today I face again issue with loading stager files made in 2023.

Stager starts, load screen 100%, 2. load screen stops at 90% and Stager freezes.

I checked Nvidia driver and use driver 537.552 as suggested from Adobe support.

Now I need to work with 60 "old" stager files and need help very urgent.

What happens I took a screen video showing Stager using machine.

Please Help

Thank you,

Hans