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By NiMaLu - 10 Years Ago
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my program continues to crash. non stop.
can i get a refund? this is the second time i've had to contact your company about this!
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By rampart - 10 Years Ago
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Login and go to your account page, then create a support ticket.
It may be a day or so, but someone will reply.
This is members forums only, so it will be hard to get a refund here.
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By NiMaLu - 10 Years Ago
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I wasn't asking YOU for a refund. I was asking if it were possible, and/or what the problem could be.
This isn't the first time I've had to creat a non"support" ticket.
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By Peter (RL) - 10 Years Ago
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Sorry to hear you are having problems with FaceFilter 3. The first thing to check is that your system is fully updated. That includes all system updates, graphics and sound drivers. If you have already done this and the problem continues, then please contact Support using the link below. They will be able to advise you on your refund options. http://www.reallusion.com/CustomerSupport/User/QForm.aspx
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By gmccurdy - 10 Years Ago
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Same issue with Windows 8.1-64. Crashes after a lot of retouch work and all settings are lost. Annoying.
Problem submitted as well to Support at my end too. Seems to be a bug someplace.
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By Peter (RL) - 10 Years Ago
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gmccurdy (5/15/2014)
Same issue with Windows 8.1-64. Crashes after a lot of retouch work and all settings are lost. Annoying.
Problem submitted as well to Support at my end too. Seems to be a bug someplace.
Hopefully Support will be able to help with a more permanent resolution, but do also try to get in the habit of saving your project at regular intervals. If you do this you shouldn't lose much work. At the very least always save your project after "Fitting" so you do not need to do this again.
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By gmccurdy - 10 Years Ago
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Support had me load DirectX 9.0c redistributable into Windows 8.1 64.
Seems to have stopped the crashing so far (Knock on wood!). Program runs smoother too with the masking tools brushes. Hasn't crashed since.
Need to run the exe file within the redistributable as it is hidden in all the CAB files. Took me a while to find that as it unzips them all into whatever folder you assign them to when you run it.
*********
Opps! Spoke too soon. Just crashed again.
Will try an uninstall and reinstall as suggested by Support since DirectX 9.0c installed above.
Mack
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By Peter (RL) - 10 Years Ago
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I do hope the suggestions from Support have helped resolve the problem for you.
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By gmccurdy - 10 Years Ago
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Sadly Peter, it is still broken for Windows 8.1 64-bit in spite of loading up DirectX 9.0c and uninstalling and reloading the software. Software fix-ticket still is unanswered.
It might have something to do with the very large TIFF files out of the Nikon D800E but I don't know. Some of them apporach close to 300MB TIFF's and I see the "Save" project within FF# slow down around 95% during frequent saves the software needs.
Hopefully they will find a fix soon as it will also crash on opening a saved file made within FF3 too. I saw all the subsequent fixes were for crashes with prior versions. Still seems to suffer now too.
At least my double-billing for buying it got resolved quickly with the credit card company (1 day!).
Mack
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By Peter (RL) - 10 Years Ago
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Hopefully Support will be able to help you further with this. Our Support department is only available Mon - Fri but you should expect a reply very soon now. I have to say I'm using Windows 8.1 64bit and have only experienced a crash on rare occasions so it certainly could have something to do with those particular images you are using. I also have found it very important to update graphics drivers when using Windows 8.1. The older Windows 8.0 drivers need to be updated to specific Windows 8.1 versions to avoid problems. If you haven't already done this it would be worth a try to see if it helps.
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By gmccurdy - 10 Years Ago
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Thanks Peter. No word yet as to what is happening.
I did the nVidia updates, DirectX as mentioned by Support, and reinstall of FF3 and it's still crashing out.
I have a suspicion that it is having memory issues with large files like large 300MB TIFF's (out of the Nikon D800E). The trial has a size limit, so perhaps the full version has a limit it is hitting against and crashing out?
Fwiw, I'm trying another program on some large TIFF's. It's 32 bit and struggling, but hasn't crashed yet. Smaller JPGs are no problem in it though, but the large TIFF's are a painful wait (5 minutes on 3.4GHz i7 64-bit 12GB RAM.).
Mack
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By capn-gary - 9 Years Ago
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I'm also suffering from constant crashes to desktop. I'll provide a bit more information for you:
My computer is a desktop.
AMD FX-8350 CPU water cooled
ASUS Sabertooth with AMD 990FX chipset
32GB of DDR3 1866 Corsair Vengeance Ram
MSI R9-390 8GB GPU with the new AMD drivers loaded just this morning.
6TB of main storage. 1TB SSD program disk.
My observations: I was using a 3D render that was specifically made to test your program out. After having it crash while I was in the middle of a 'makeover' three times, I started saving the project after each little step. (i.e. Save after shaping left eye; crash; save after shaping right eye; crash; save after shaping mouth; crash...etc.etc.)
Your program is great, and I can see how it would be extremely useful, however, it is beyond aggravating to have the program crash every few minutes.
Also, it would be extremely useful for the program to be able to import/export .PNG files, and not just the super-lossy jpeg format.
The included image is what I did today...
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By Peter (RL) - 9 Years Ago
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Hi Gary,
If you are still experiencing regular crashes then I would advise contacting our Technical Support team using the link below. They will be able to help you with this.
http://www.reallusion.com/CustomerSupport/UserEx/QForm.aspx
Regarding the import and export options, you are not limited to using JPEG. You can also use the TIFF format which will prevent loss of quality in your exports.
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