GPU issue

Anant Wagle

• November 29, 2022 07:17

I am using ON1 Photo Raw from version 2017 till 2023. I faced a major problem with 2023 version. The release of 2023 worked with some lagging problems , after usage of about 2 hrs etc. but when I installed and used next version, it worked for some days. Once the program got hanged and I had to close it using Task Manager. There after, the program opens and immediately get closed on its own, making it unusable. I reported this issue to technical support of ON1, after number of communications and trying various methods which proved unsuccessful, finally they said my both the GPUs are not sufficient to run the new version! 
If any one of you have this type of problem, kindly share your experience and way to resolve it. 
I have LENOVO_MT_80RU_BU_idea_FM_Lenovo ideapad 700-15ISK
Processor    Intel(R) Core(TM) i7-6700HQ CPU @ 2.60GHz, 2592 Mhz, 4 Core(s), 8 Logical Processor(s)
RAM 16 GB
OS Windows 10Home
Grafic cards
1.Name    Intel(R) HD Graphics 530
Adapter RAM    1.00 GB (1,073,741,824 bytes)

2.Name    NVIDIA GeForce GTX 950M
Adapter RAM    (1,048,576) bytes

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  Bonifacio Sandoval

  • November 30, 2022 01:41

  I'm having a similar issue and will be installing an upgraded GPU soon.

  Good luck!

  Here's the tech support reply that I received:

  These issues usually mean that your video card drivers are very out of date.
  Or your video card no longer meets our minimum system requirements.
  https://on1help.zendesk.com/hc/en-us/articles/9867981409549-HOT-TOPIC-Video-Card-Requirements-for-ON1-Photo-RAW-2023
  
  This KB explains Vulkan and Entry Point Errors:
  https://on1help.zendesk.com/hc/en-us/articles/9787382722957-Windows-Install-Error-vulkan-1-dll-was-not-found-Entry-Point-not-found-ON1-PHOTO-RAW-2023
  
  Also check that your computer meets are new minimum system requirements:
  https://www.on1.com/products/photo-raw/specs/
  
  
  We have just released a patch update installer which has several fixes and improvements.
  Make sure you've downloaded and installed this release:
  https://on1help.zendesk.com/hc/en-us/articles/9475457412749-ON1-PHOTO-RAW-2023-Release-Notes-and-Download
  
  
  The biggest issue we see with preview issues, poor performance, hangs/freezes in the UI or images not appearing when using ON1 PHOTO RAW is either video card drivers not being current or that the application has not been set to run off the discreet (not embedded) GPU
  Visit the manufacturers website to download the latest driver directly from them. Updating thru the Windows updater will not give you the latest driver.
   
  Full Instructions are available here:
  https://on1help.zendesk.com/hc/en-us/articles/115000551608--OpenGL-3-3-and-later-is-required-How-to-update-video-card-driver-Windows-Only-
  After completing the install, please open the NVIDIA or AMD Control Panel (depending on what brand is installed on this machine) and make sure ON1 Photo RAW is configured to run exclusively off of this GPU. Here is some more information on how to do so:
  https://on1help.zendesk.com/hc/en-us/articles/115000138471
   
  Apply these changes and reboot your machine.
   
  If you're still having issues can you send us your ON1 PHOTO RAW Log.txt file?
   
  You can find the log at the following location, there maybe some additional information that is being captured here.
  C: > Users > Your Username > APPDATA > Roaming > ON1 > ON1 Photo RAW 2023 : ON1 PHOTO RAW Log.txt file.
  Please note, App Data is a Hidden Folder on Windows. Please make sure you enable hidden files and folders on your machine so you are able to open this folder:
  http://windows.microsoft.com/en-us/windows/show-hidden-files#show-hidden-files=windows-7
   
   
  Please also include a copy of your system report:
  Here are steps on how to do so:
  1) Please press Windows Key + the letter "R" on your keyboard to bring up the to open the Run command window
  2) Type "msinfo32" in the Open field and left-click OK
  3) While viewing the Microsoft System Information summary, go to File then choose Save (Please do not use Export)
  4) Save your MSINFO32 report as "msinfo32.nfo" on your desktop to easily locate it after. It can take up to a minute to generate a report. Once completed, attach the file to this email.
  For more help on how to generate a copy of your system report, please see:
  https://www.windowscentral.com/how-check-your-computer-full-specifications-windows-10
   
   
  If the app is crashing, when the app crashes, immediately goto the following folder:
  Crash reports which should be found in the App Center folder C:/Users/Your Username/AppData/Roaming/ON1/ON1 Photo RAW 2023/App Center
  Send us the crash report that is found here. 
  (You need to do this before launching the app again after it has crashed)
   
   
  I will get these files to our dev team fro further review.
  Thanks for your patience while we try to root cause the problem.

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