Portrait Pro 15: I recently updated from Portrait Pro 10 to Portrait 15 but have not been able to get it to work. When I try to open it I get message box saying Portrait Pro has...

MCHUGH Loc: Jacksonville, Texas

I recently updated from Portrait Pro 10 to Portrait 15 but have not been able to get it to work. When I try to open it I get message box saying Portrait Pro has stopped working. I contacted their customer service and did everything that they told me to do but nothing helped. Now they are not even responding to my questions. I am hoping some other UHH member has had this problem and can suggest something to try. So far they suggested using the 32 version of the program and uninstalling Dell Backup & Recovery, which I don't find in programs, and unregister the shell extensions that can cause the problem. I have turned off the Avira protection on my computer and uninstalled and reinstalled the downloaded program in both 64 and 32 versions and still get the same message box. I have a Dell Optiplex 755 with Windows 7 and the system info shows the program should work on this computer. Any help anyone can give me will be greatly appreciated.

jerryc41 Loc: Catskill Mts of NY

It's awful when a company gives up on your problem. How about uninstalling, downloading the program again, and then reinstalling? If you have access to another computer, you could try installing it somewhere else. Since PP 10 worked and PP 15 doesn't, it sounds like their problem. How about online forums for PP?

Problems like this can be annoying and time consuming. I spent two months with online help from MS trying to get Win10 installed, with no luck.

http://forum.portraitprofessional.com/

MCHUGH Loc: Jacksonville, Texas

jerryc41 wrote:

It's awful when a company gives up on your problem... (show quote)

I have already uninstalled, downloaded the program again, and reinstalled. Still get the same message box.
I will try the forum you pointed me to. Thanks so much for the link.

Mack

Picdude Loc: Ohio

Just to ask, have you checked the minimum system requirements for Portrait 15 and verified that your computer meets those minimum requirements? I don't mean just the OS, but the hardware and ancillary software as well. For instance, many packages require an OpenGL compatible display adapter. If you try to load some packages on a computer with an adapter that is NOT OpenGL compliant, they won't work or will work VERY poorly.

MCHUGH Loc: Jacksonville, Texas

Picdude wrote:

Just to ask, have you checked the minimum system requirements for Portrait 15 and verified that your computer meets those minimum requirements? I don't mean just the OS, but the hardware and ancillary software as well. For instance, many packages require an OpenGL compatible display adapter. If you try to load some packages on a computer with an adapter that is NOT OpenGL compliant, they won't work or will work VERY poorly.

I sent them a list of system information. I am not very knowledgeable about computers. I am really don't know how to answer your question about OpenGl but when they replied back on the information I sent them they did not indicate that I had a problem with my computer handling the software. I would be glad to send the information to you if you have time to look at it. Let me know. I really appreciate you taking the time with my problem.

Mack

Picdude Loc: Ohio

MCHUGH wrote:

I sent them a list of system information. I am not very knowledgeable about computers. I am really don't know how to answer your question about OpenGl but when they replied back on the information I sent them they did not indicate that I had a problem with my computer handling the software. I would be glad to send the information to you if you have time to look at it. Let me know. I really appreciate you taking the time with my problem.

Mack

What was the list of system information you sent them?

Racmanaz Loc: Sunny Tucson!

Make sure you have the latest updates for your windows 7 installed.

MCHUGH Loc: Jacksonville, Texas

Picdude wrote:

What was the list of system information you sent them?

Picdude I appreciate you getting back with me. I got it to work finally today. I went back into the antivirus Avira and Windows firewall again and disabled everything I could find to disable. Then I uninstalled the program again and downloaded it again and reinstalled it. It worked and I can open it. I had done this before but evidently I missed turning something off and some necessary file was being blocked. Thanks again for taking the time to try and help this tech disabled old man.

Mack

baygolf Loc: DMV

You could try this:
Uninstall PP15
If you have a register cleaner run it
reboot your computer
run Chkdsk /f or just Chldsk
reboot computer
re-install pp15

good luck

Racmanaz Loc: Sunny Tucson!

MCHUGH wrote:

Picdude I appreciate you getting back with me. I ... (show quote)

So you figured it out but the software company couldn't? You should give that company your phone number so they can call you for technical support lol. I'm glad you got it working, good work.

MCHUGH Loc: Jacksonville, Texas

baygolf wrote:

You could try this:
Uninstall PP15
If you have a register cleaner run it
reboot your computer
run Chkdsk /f or just Chldsk
reboot computer
re-install pp15

good luck

Baygolf I got it working finally ita was something in the antivirus program. Thought I had turned everything off but must have missed something. Thanks for your reply

MCHUGH Loc: Jacksonville, Texas

Racmanaz wrote:

So you figured it out but the software company couldn't? You should give that company your phone number so they can call you for technical support lol. I'm glad you got it working, good work.

No tech will every have to worry about me taking his job. I just don't give up easily and am not too proud to ask for help.

jerryc41 Loc: Catskill Mts of NY

MCHUGH wrote:

Picdude I appreciate you getting back with me. I ... (show quote)

Congratulations! They always say to close all programs and shut down antivirus, but I seldom do. So far, so good.

Picdude Loc: Ohio

MCHUGH wrote:

Picdude I appreciate you getting back with me. I ... (show quote)

Glad you were able to get things to work. Some of these antivirus programs can be really tricky. :D

Thanks for getting back and letting us know what the fix was. Can be a big help for someone else in the future. :thumbup: