BUG: Document contents have disappeared after opening another document

[spaceship9876]

Operating system: Windows 11 25H2 Home
Processor: Intel core i3 7100U, Intel HD Graphics 620, 16GB ram
Onlyoffice v9.0.4.50

The text in my document and even the white background of the document has disappeared. I created a new document and typed some text then i later opened a .docx file which created a new window and when i went back to the other document 20mins or so later the text and background disappeared. Even when i select text the text doesn’t appear as shown in the screenshot. I can however copy the text with ctrl+c and paste it into notepad.

Please note: I still have both windows open in case you need any other types of logs as i’m not sure whether I would be able to replicate this bug.

“C:\Program Files\ONLYOFFICE\DesktopEditors/editors_helper.exe” --type=renderer --log-severity=disable --user-agent-product=“Chrome/109.0.0.0 AscDesktopEditor/9.0.4.50” --user-data-dir=“C:\Users\REDCATED\AppData\Local\ONLYOFFICE\DesktopEditors\data\cache” --no-sandbox --force-color-profile=srgb --log-file=C:/Users/REDACTED/AppData/Local/ONLYOFFICE/DesktopEditors/data/cache/log.log --lang=en-US --device-scale-factor=1.25 --num-raster-threads=2 --enable-main-frame-before-activation --renderer-client-id=7 --time-ticks-at-unix-epoch=-1759188042379950 --launch-time-ticks=206940789643 --mojo-platform-channel-handle=3736 --field-trial-handle=1740,i,904902602336896407,13091958404624164199,131072 --disable-features=BackForwardCache,CalculateNativeWinOcclusion,WinUseBrowserSpellChecker /prefetch:1

I have attached screenshots and a log of editors_helper.exe
Logfile3.CSV (19.7 KB)
.

[Alexandre]

Hello @spaceship9876
There was a similar case recently.
Please go to the app’s Settings and check ‘Interface scaling’ and graphics acceleration options:

What parameters are currently set for them? Please try changing these settings and check the result (first of all, try to disable the acceleration for checks).

[spaceship9876]

Auto was already selected and hardware acceleration was already ticked. I have now disabled graphics acceleration but I doubt i’ll be able to replicate this problem which is why I provided a log file in case there is something in there that might show what is causing the problem.

Even if disabling graphics acceleration ends up working, you can’t expect users to do that. The bug needs identifying and fixing.

[Alexandre]

Thank you!
We need to check whether this setting affects the situation first. Please let us know the result.

[spaceship9876]

I used it for a couple of days with hardware acceleration off without issue. Earlier today i re-enabled hardware acceleration and within a few hours the problem has returned.

[Alexandre]

Thank you @spaceship9876
We’re looking into it. I will contact you as soon as possible.

[Alexandre]

Dear @spaceship9876
It seems that the situation is related to hardware in this specific case. Windows 11 doesn’t support Intel processors 7th generation: Windows processor requirements Windows 11 supported Intel processors | Microsoft Learn
I believe it affects rendering in your case.