Skip to main content

Fixing the problem where the program won't open a previously viewable images

Pinned

Comments

18 comments

  • Rick Sammartino Community moderator

    So just a restart? That's all. Ok then.

    0
  • Brian Lawson Community moderator

    It worked for me. 👍

    1
  • Janice Goodman

    Didn't work for me!  Previously viewable photos now have a square with a slash through them.  I can view them via file explorer when opened with the photos program, so I know it's not a corrupt file.  Has anyone else experience this?

    1
  • Ross Jennings

    Same here Janice.

    In Keyword AI 20023 I have lots of grey squares with a diagonal through it. Likewise they are viewable through explorer, even Photo Raw 2023.5. I'm trawling through the forums now hoping to find a solution. If I find something that works, I'll post a comment here.

    Ross J.

     

    0
  • Ross Jennings

    Me again.

    I did the reset of AI Keyword 2023 as the delete settings file didn't work. This drastic course of action worked for me. Use with caution though, it resets it back to the 'as installed' state.

    https://on1help.zendesk.com/hc/en-us/articles/360049641431-Delete-Settings-File

    Hope this helps you and any others with this issue.

    Ross J.

    0
  • Anh Le

    is there a similiar way to  "Delete settings" in Windows pc. I have experienced same issue on my Windows 10 PC

    0
  • Rick Sammartino Community moderator

    Delete settings works the same on both platforms.

    0
  • Anh Le

    its not working for me. This software is not stable 

    1
  • Brian Lawson Community moderator

    Anh, you haven't given us anything to work with.

    How is it not working for you? Be specific. What are you doing and how is the program responding?

    What kind of computer are you running? What are its specs - processor, OS, GPU, amount of RAM and VRAM?

    0
  • Barry Richter

    I have disabled the fast startup in Win11. The PC now shuts down similar to a Re-start. It takes a bit longer to shut down and start up, but I have the advantage that all files saved and used for the fast start up is purged, thus preventing the possibility of "junk" being re-loaded and possibly causing issues.

    -1
  • Janice Goodman

    I'll try this Barry - thank you!

     

    0
  • Barry Richter

    Janice, you may have to check how much free space you have on the drive where you are storing your original, edited and exported files.

    I have experienced similar issues in the past, but since I have upgraded my storage drive (2 to 5TB) I have not experienced such an issue again. Whether the free space was the cause, I cannot say for certain.

    0
  • Janice Goodman

    Hi Barry - I disabled the fast startup - didn't help.  I have all my pictures on an external 2 GB hard drive, which still has over half the space free.  Not having any luck with this problem

     

    0
  • Brian Lawson Community moderator

    We’re not asking about the drive with your pictures on it, Janice. I need to know about your boot drive with the program keeps all your user data.

    0
  • Janice Goodman

    Sorry - I misunderstood.  I have a 930 GB hard drive with 714 GB of free space

     

    0
  • Brian Lawson Community moderator

    That isn't the problem then. Do you have the latest drivers from the manufacturer for your video card?

    0
  • Janice Goodman

    I made sure the latest drivers were installed - reopened On1 and still have the same issue  :(

     

    0
  • Brian Lawson Community moderator

    I'm going to have to refer you to tech support then. Sorry.

    How to submit a problem to ON1 Tech Support

    0

Please sign in to leave a comment.