SmartShape error prohibits opening website files

onlye wrote on 2/21/2020, 9:59 AM

Error - Smartshape failed to load text. Try to open an existing website file with Designer Pro or Web Designer Premium and you get the error. Then the file will not open. Magix answer to the first ticket is remove the SmartShape (from the file that you can't open) Closed ticket. I opened another ticket and no reply. I tried a third ticket but can't find how to submit a ticket now.

This is insane. I have over 200 customer websites build with Xara Web Design. Every few weeks I try to open another file and get this problem.

Comments

johnebaker wrote on 2/23/2020, 3:57 AM

@onlye

You have also posted the same question in the Internet & Technology, Web Designer section of the forum on 21/2/2020 which leads to the question which program are you using - see under Help, About for the correct name and version number of the program.

As you have received no reply from any fellow users this would suggest that the issue is not one that has been met by other users.

Which version of Windows are you using, include the version number?

What changed on your PC between a project working and not working eg Windows update/upgrade?

Which Antivirus/Firewall program are you using?

John EB
Forum Moderator

onlye wrote on 2/24/2020, 10:39 AM

John,

I posted in two sections because the issue exists in two programs. I have tested this on both with errors from multiple website files; Designer Pro - 16.3.0.57723 DL x64 Oct 25 2019 and Web Designer Premium - 16.3.0.57723 DL x64 Oct 25 2019.

I installed an older version of Designer Pro X - 15.0.0.52427 DL x64 Dec 8 2017 - that can open the files. I believe the problem started with the last update of both DPX and WDP. I didn't see the issue immediately as it seems to be caused when trying to open an existing file that uses some SmartShape with Text object. I don't see how to easily identify the SmartShapes in the objects list. We have about 200 client website files and the issue has only come up on 2 so far. We have not opened all the existing files searching for the issue. But that is enough to have concerns about what other files have the issue and what other objects from the Content Catalog are going to cause issues.

I have two teammates that have the same issue and they have not reported since I am reporting. Plus submitting a ticket to Magix support is like beating your head against a brick wall. The process seems to be designed to have users finally give up without reporting issues.

All teammates are working with Windows 10, various anti-virus, various firewalls, various hardware configs.

johnebaker wrote on 2/24/2020, 1:01 PM

@onlye

. . . . Plus submitting a ticket to Magix support is like beating your head against a brick wall. The process seems to be designed to have users finally give up without reporting issues.. . . .

In my experience Magix Support have been very easy to contact, through the support system, and helpful, ie after raising a support ticket and automatically receiving an email acknowledgement with a Support Ticket number, the issue(s) were forwarded to the appropriate developers who then either were able to either, replicate the issues - this step can take several days or more, or they requested more information and files for them to analyse.

. . . . All teammates are working with Windows 10, various anti-virus, various firewalls, various hardware configs. . . . .

Do they all have Windows Defender active on their PC's?

HTH

John EB

browj2 wrote on 2/24/2020, 1:05 PM

@onlye

Hi,

I followed your posts on TG.

All I can suggest is that you take 1 project that has the problem, preferably a small project. Note all of the Smart Shapes used when you open the project in v15.

Create a new project in v16, and add them one by one, save close, reopen after each one, until you hopefully find the problem Smart Shape.

As for Customer Support, you can click on the Support button at the top of the page and go through everything trying to get to this:

https://support2.magix.com/customer/en/

We cheat.

John CB

onlye wrote on 2/25/2020, 9:36 AM

I finally got some assistance from Rob. I am very appreciative of his help. He identified the offending SmartShape so that I can open in v15 and replace then save the file to use going forward.

My opinion of Magix support still places it as not existent.

Enzo-Odorico wrote on 3/11/2021, 11:38 AM

I'm having the same problem. How do I contact someone who can identify the offending smartshape on my website? How do I install an older version to then fix it? I'm currently using Designer ProX17 windows desktop.

website in question is: www.mobileglasshandling.com