topic Re: Can't open ReCap Photo after 18.1 update in ReCap Forum

Can't open ReCap Photo after 18.1 update

aleispani — Fri, 01 Dec 2017 11:50:12 GMT

Hi!
I can open and use ReCap Pro, and could open and use ReCap Photo 18.0 with no problems.

But after upgrading to 18.1 (I need that version to take advantage of student cloud credits) the program won't open.

I get no error messages, no windows, nothing. I double click the icon, get a brief sand clock icon, and then nothing happens. I check the task manager and the program isn't running.

I tried uninstalling and installing everything again.

Any ideas?

thanks!

Re: Can't open ReCap Photo after 18.1 update

aleispani — Fri, 01 Dec 2017 13:04:19 GMT

I now have installed recap Photo 18.1 on another PC (burning my other student license 😞 ) and the same thing happens.

18.0.0.56 opens and works fine, but as soon as I update to 18.1 I can't open the program any longer, with no error messages or alerts, it just doesn't work.

Both machines are on Windows 7 64bits

Re: Can't open ReCap Photo after 18.1 update

critesh — Mon, 04 Dec 2017 02:43:32 GMT

Hello @aleispani

We are aware of the issue and working towards the fix. I will update you once that is done.

Meanwhile can you try updating your Autodesk Desktop App and then restart ReCap Photo.

Or you can delete the web services folder from following location (C:\Users\chandar\AppData\Local\Autodesk) and then try restarting ReCap. (make sure, non of other Autodesk products running on your system)

Thanks,

Re: Can't open ReCap Photo after 18.1 update

aleispani — Mon, 04 Dec 2017 13:01:30 GMT

Hi @critesh, I've tried both your suggestions, but still can't open ReCap Photo.

Re: Can't open ReCap Photo after 18.1 update

devangshah — Wed, 06 Dec 2017 03:19:03 GMT

Hello,

Can you please send us your contact details: name, phone number, email id on photo.support@autodesk.com?

We would like to setup a quick meeting and check the issue on the machine itself if ok with you.

Also, are your machines behind a proxy or a firewall ?

Regards,

Devang

Re: Can't open ReCap Photo after 18.1 update

Anonymous — Thu, 14 Dec 2017 15:16:42 GMT

Hello @critesh,

Have you got some news about this issue ?

I had a remote session some days ago and it's impossible to resolve the problem.

Autodesk is still working on it ?

Sincerely

Sly

Re: Can't open ReCap Photo after 18.1 update

devangshah — Fri, 15 Dec 2017 01:53:52 GMT

Hello,

We are looking into the reasons for Photo application not launching on your machine.

We have just released an update for Autodesk Photo application version 18.1.0.18:

http://up.autodesk.com/2018/RCPHOTO/ReCapPhoto_Update_v18.1.0.18_to_v18.2.0.8_x64.msp

Can you please install it and launch the application. Does it give any message regarding graphics or drivers?

If so, could you please send us the graphics card and driver details of the machine ? Also, check if there are updates available for the same.

Thanks,

Devang

Re: Can't open ReCap Photo after 18.1 update

Anonymous — Fri, 15 Dec 2017 06:10:24 GMT

Hello,

I have made the update, here the different elements asked.

I have already updated graphic driver, but I can ckeck for new version if it exists

Sincerely

Sly

Re: Can't open ReCap Photo after 18.1 update

anil_mistry — Fri, 15 Dec 2017 14:09:11 GMT

Hi @Anonymous,

I am sorry to hear that. Are you seeing this behavior on specific computer? Can you try on different computer and let me know if you are still seeing same behavior.

Thank you and have a great day!

Re: Can't open ReCap Photo after 18.1 update

anil_mistry — Mon, 18 Dec 2017 15:28:02 GMT

Hi @Anonymous,

I am checking back to see if my post helped you with your question. Please, select the Accept as Solution button if my post solves your issue or answers your question.

Let me know if you have any further questions or concerns.

Thank you and have a great day!

Re: Can't open ReCap Photo after 18.1 update

admin-lokal-sd — Fri, 12 Jan 2018 12:20:40 GMT

Hi,

I had the same issue. The reason was that my graphic card does not support directx 11. After installing a newer graphics card, the problem was eliminated.

Re: Can't open ReCap Photo after 18.1 update

anil_mistry — Fri, 12 Jan 2018 13:31:51 GMT

Hi @admin-lokal-sd,

Thank you for your feedback I am glad to hear that the issue is now resolved. Please, let us know if you have any other questions or concerns.

Thank you and have a great day!

Re: Can't open ReCap Photo after 18.1 update

Anonymous — Mon, 15 Jan 2018 14:26:39 GMT

Hello,

Could you indicate the references of your new graphic card ?

Sincerely

Sly

Re: Can't open ReCap Photo after 18.1 update

admin-lokal-sd — Tue, 16 Jan 2018 07:35:15 GMT

My newer graphics Card is NVIDIA Quadro 600. This is not a current one but I still had it on the shelf

Re: Can't open ReCap Photo after 18.1 update

critesh — Tue, 16 Jan 2018 07:38:41 GMT

Hello @admin-lokal-sd

NVIDIA Quadro 600 this graphic card supports DirectX 11, so this should work for ReCap Photo.

Have you updated your ReCap Photo 18.2.0.18? (in this release we have added one message for Graphic Card check)

Let me know the details, so that I can help you better.

Thanks,

Re: Can't open ReCap Photo after 18.1 update

admin-lokal-sd — Tue, 16 Jan 2018 08:01:37 GMT

Yes, I have the update ReCap Photo 18.2.0.18 installed and since the new graphics card is installed, everything works fine. Many Thanks.

Re: Can't open ReCap Photo after 18.1 update

anil_mistry — Tue, 16 Jan 2018 13:59:18 GMT

Hi @admin-lokal-sd,

Thank you for your reply and I am glad to hear that the issue is now resolved. Please, let us know if yo have any other questions or concerns.

Thank you and have a great day!