Thumbnails disappeared after replacing file

[3DCR]

Thumbnails disappeared after replacing file

by 3DCR » Mon Feb 15, 2016 9:26 pm

Hello

I have a weird issue here, after replacing the files all thumbnails disappeared
See the screenshot

Now it is impossible for the to adjust the hotspots
The crazy part is, that the image appears on the right site and the tour works fine too

I did try replacing psd files (as always before) and also tried using tif and jpg, with same results

Any idea what happened and how i can get this fixed?

[bdd]

Re: Thumbnails disappeared after replacing file

by bdd » Tue Feb 16, 2016 9:11 am

It seems that something went wrong when accessing to the database where the preview are stored.

The simpliest way to fix this issue is :
1/ Close PTP
2/ Delete the cache file that is next to your project file. If your project if "myProject.kpt" then delete "myProject.cache"
3/ Re-start PTP and load "myProject.kpt"

Gérald

[3DCR]

Re: Thumbnails disappeared after replacing file

by 3DCR » Tue Feb 16, 2016 5:47 pm

I did delete the .cache file and after opening i saw the sun wheels, but no thumbnails
see screenshot below:

Before i updated to 2.5 everything was fine.

I really need to get this fixed as i can't set my hotspots correctly.

Any other ideas?

[bdd]

Re: Thumbnails disappeared after replacing file

by bdd » Wed Feb 17, 2016 9:52 am

1/ Is it possible for you to send us one of your scenes images ?
We want to know if it comes from a specific image format which support may have changed between the 2 versions.
Send it to contact@kolor.com and tell in your mail that the mail is for me.

2/ Just a stupid question, did you close PTP before deleting the cache file?

Gérald

[3DCR]

Re: Thumbnails disappeared after replacing file

by 3DCR » Wed Feb 17, 2016 3:56 pm

Hi Gérald

i just sent the file, using my wetransfer account, it's too big for email

And to answer your question, yes i did close PTP before deleting the cache file

Uwe

[bdd]

Re: Thumbnails disappeared after replacing file

by bdd » Thu Feb 18, 2016 11:26 am

Thanks Uwe,

I reproduce the issue with your file.

We will try to understand what goes wrong with it.

How did you create this file ?
Which softwares did you use during its creation/edition ?

Gérald

[3DCR]

Re: Thumbnails disappeared after replacing file

by 3DCR » Thu Feb 18, 2016 5:53 pm

as it is a psd file i have created it with photoshop cc2015 (latest version)
i got the same problem when i saved it as tiff or tga

[3DCR]

Re: Thumbnails disappeared after replacing file

by 3DCR » Fri Feb 19, 2016 5:06 pm

do you have any update?
This is now almost a week that i can't use the software

As said before i can't set the hotspots to the correct places and would really appreciate if i can get a solution asap

Thanks

[bdd]

Re: Thumbnails disappeared after replacing file

by bdd » Fri Feb 19, 2016 5:16 pm

It's strange, you said it worked before the update to the 2.5 version .

I checked with 2.3.2 version, and got the issue too with your psd file .

A bug is opened on our side, and our image processing engineers will try to find why your psd files do not work.

By the way, the preview of your psd file is not displayed too in XnView software.
So the issue is probably due to a bad or unrecognised format in your psd file.

Gérald

[3DCR]

Re: Thumbnails disappeared after replacing file

by 3DCR » Fri Feb 19, 2016 5:23 pm

very strange

here is what i always did in the past. Render the final as *.exr , do post processing in photoshop - merge all layers and set it to 8bit
It always worked in the past, this is the first time that i have this issue.