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On1 2023 trial does not even start

Bonny Rais

I just installed On1 2023 (1702 from the release notes) and the installation completes smoothly.

However the software would not run once attempting to start it.

My environment is:

OS: Win11
Machine: Ryzen 3900x, 64GB RAM, Radeon R9 290 


No logs exist anywhere I can find
Event Manager shows nothing either
Trying to launch from the command line with all sorts of flags to force it to show something do nothing.

Tried uninstalling completely and removed the ProgramData and Roaming related directories

All to no avail.

Not sure what else to do to troubleshoot this

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Comments

14 comments

Date Votes
  • Brian Lawson Community moderator

    What happens when you try to launch the program?

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  • Bonny Rais
    • Edited

    nothing...

    No splash screen either - the process starts and then exits.
    See the gif below

    Is there any way to enable debug logging so that I can help you troubleshoot?


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  • Brian Lawson Community moderator

    This is a new one for me. You'll probably have to talk to tech support for an answer.

    How to submit a problem to ON1 Tech Support - A Step-by-step Guide

    Before that however, I would start with double-checking your video card drivers. Most beginning problems with Photo RAW come from out of date or misconfigured video drivers. Make sure you have the latest drivers from the GPU manufacturer and that they are properly configured.

    "OpenGL 3.3 and Later is Required" - How to Update Video Card Driver (Windows Only) - Photo RAW

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  • Bonny Rais
    • Edited

    Incidentally I updated my driver yesterday, unrelated to the software install...

    I've installed the latest driver from AMD for the card.

    I would have expected that even if the card was not supported, the software would at least tell me that...

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  • Bonny Rais

    Also,

    The linked article talks about a log file.
    In my case there is no log file.

    Also on1 2019 does work for me

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  • Brian Lawson Community moderator

    The company does post the required specs and your card does meet them.

    From the Release Notes and Download page.

    A Note of Video Card Requirements

    On Windows, Photo RAW 2023 requires a video card that supports OpenGL 4.2, DirectX 12, Vulcan 1.1, and DirectML, and has a minimum of 2GB or VRAM. Most video cards manufactured in the past five years meet these requirements. However, it is essential to have the latest video card drivers installed to unlock these requirements.

     

    I don't think the card itself is the problem but you'll have to ask tech support for a definitive answer.

    Also, you'll find the log file at C:\Users\<user>\App Data\Roaming\ON1\ON1 Photo RAW 2023\ON1 Photo RAW Log.txt. Sorry I forgot to mention that earlier.

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  • Brian Lawson Community moderator

    Sorry, your post about no log file came in while I was writing my response above. The program must not be getting far enough into its initialization process to start writing to it so it hasn't yet been created.

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  • Bonny Rais

    Hi Brian,

    Really appreciate the prompt responses.
    When I stated there are no log files, it's because no such file exists in the location you mention, not because I have not looked 🙂

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  • Carl Traub

    I agree with Brian - It sounds the app is crashing before it gets far enough to create a log file.  You'll probably have to work with support.

    If you're familiar with the Windows Event Viewer, you can look under the Windows Logs\Applications for an event classified as an 'Error' ( with a red icon) related to PR.  That event may contain details about where the app crashed, to help support.

    While your card does meet all the technical specs On1 has posted, it appears to be almost 10 years old from the info I could find.  AMD stopped providing support and driver updates for it in June 2021:

    https://www.tomshardware.com/news/amd-retires-pre-rx-400-gpus

     

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  • Bonny Rais

    Carl,

    Thanks for the info.
    I mentioned above that I checked the event manager and have not seen any event there.
    Regarding the card, that's likely and I guess it's time to buy a new one, but the software does not state it's a card issue or anything at all

    On 1 2019 works and do do other apps. Has the new version changed the requirement of cards even though they support open gl?
    My card driver has a driver released in June 22.
    This is the latest driver

    I'll wait for support to come back to me and hopefully this can be resolved

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  • Brian Lawson Community moderator

    Yes, 2023 has much higher requirements for the GPU because of all the new AI features.

     

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  • Carl Traub

    The requirements haven't changed, though a number of users have pointed that the 2GB of recommended VRAM is far too little, especially with 2023.  Your card has 4GB, so should be OK in that regards.

    Regardless, a crash should not be the expected result.

     

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  • Bonny Rais

    Thanks to both of you for the advice!

    I'll go get a card, I've been holding out for far too long ...

    Is there a trend for better cards than others?
    Would NVIDIA be better than AMD?

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  • Rick Sammartino Community moderator
    • Edited

    I have a fairly new RTX 3060 with 12gb ram that works very well. You can use that as a comparison wile looking around. They are currently around $600 Canadian at the moment.

     

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