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On1 2024 repeatable crash when selecting Effects and Style after using Super Select - missing styles

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34 comments

  • Brian Lawson Community moderator

    Please post a screenshot showing us what you are seeing. There is now a collapsable section in each Filter for Style. Expand it from there and you can pick and choose.

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  • Rick Shapiro

    Here is a link to a video that demonstrates the issue. Clicking on "None" which can happen by mistake, crashes the application.

    https://youtu.be/HZRWsvg0lQw

     

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  • Brian Lawson Community moderator

    I don't know where that "None" entry is coming from. I've have never seen that before and I just checked 2024 and everything shows some style choices for me. I am not able to reproduce this.

    I would try downloading the standalone installer and reinstalling the program.

     

     

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  • Rick Shapiro

    I uninstalled everything, all ON programs and reinstalled from the standalone but I still have the same issue. What is interesting is the installer indicates it is performing an upgrade. I wonder if the install grabs anything from the 2023 version, which is causing the problem. I am unsure of where to go from here. It's hard to believe I am the only one with this problem, but time will tell. 

    Regards,

    Rick

     

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  • Horatio Carter

    I am having the same problem and I'm on a M1 Mac.

    Regards,

    Horatio

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  • David Tillett
    Great answers

    Works for me. M1 iMac on Somona.

    Just wondering if it could be linked to having run the betas? I am running the Release Candidate build that beta testers got access to the day before full release, downloaded outside the public download methods. I am on build 14689 (click About On1 PhotoRAW 2024 to see your build number)

     One for support I am afraid.


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  • Rick Shapiro

    I have not installed any betas. I am also at 14689.

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  • David Tillett
    Great answers

    Rick, sorry I was not clear. I was wondering if it was working for Brian and I because we had run the betas. If Styles were installed in early betas and then got lost from future builds that install without deleting these existing Styles that could explain it. 

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  • Rick Shapiro

    Understood David.

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  • Rick Shapiro

    Horatio Carter, are you both the "None" presented and also the crash when hovering over one?

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  • Horatio Carter

    Rick: That is affirmative... I get "None" and if I click or hover on it the program crashes. 😫 

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  • Brian Lawson Community moderator

    Sorry it has taken me so long to get back folks. I was banned from the system because I posted too many replies yesterday!

    David, Styles were not removed from the final release. It is identical (same build number) as the release candidate we received the day before release.

    My recommendation for those experiencing this problem is to uninstall the app then re-install it. I wouldn't worry about your user data, it shouldn't be a part of the problem. If re-installing doesn't fix it you should be contacting tech support.

    How to submit a problem to ON1 Tech Support

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  • jeff kovitz

    Yes I have had the same problem during the beta. They are treating it as a hardware issue, which it is not. They cannot recreate it but it is a definite software problem. Hopefully they will stumble across the REAL problem at some point.  I have a fully up to date Imac.  I ran apple hardware diagnostics and no issue.  Frustrating for sure.  One workaround is to use an adaptive preset to grab a mask (eg portrait, landscape etc) that creates a similar intended mask, then copy the mask to the adjustment you want (eg a local adjustment) and then make your adjustment.  2024 for the most part is very good, This bug is just an aggravating nit.

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  • Brian Lawson Community moderator

    Here is another option to try. Set up a brand new admin account on your system then switch to it and install and test the program from there. This will check if there is some kind of software conflict with something running on your regular account that could be causing the problem.

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  • jeff kovitz

    Also most of my extras did not migrate but i clicked the “sync” button and put on turbo mode and they came down from the ON1 cloud.

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  • jeff kovitz

    Aha! After pecking away at the developers during the beta about this EXACT PROBLEM, and them suggesting it was a "hardware problem" as they couldn't reproduce it, I decided to delete my ON24 installation completely including the application support library files (both mac and user) and then shut down and booted into safe mode.  You can't run ON1 in there as "vulcan" is not loaded but sure as heck can install it.  IT INSTALLED PROPERLY SO SUPERSELECT HAD ALL THE OPTIONS.  There is something in the background of my resident programs that ON1 - 24 is colliding with.  Anyways, perhaps at some point they will figure it out, but in the mean time, this is the work around.  My extras didn't migrate (again) but I did get them back from a cloud sync - hopefully that will happen again.  Trying that next.

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  • Brian Lawson Community moderator

    They are not going to be able to figure out what is conflicting on your system; you'll have to do that by disabling whatever system extensions are running and turning them back on one by one until the problem returns.

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  • jeff kovitz

    Yes Brian, I am aware of that.  It is too ugly a task to do that, and it doesn't matter.  What matters is there is a way to do a full install by booting into safe mode.  I sent them a list of all my resident programs knowing full well they were/are too loaded down to deal with it.  BUT workaround solves the problem.  That's just fine with me.

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  • Brian Lawson Community moderator

    "perhaps at some point they will figure it out" implied you were waiting for them to do it. I'm glad you were able to work past it.

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  • jeff kovitz

    LOL thanks.  They are great but there were a tsunami of bugs that they were hacking away at and more to solve.  Not an issue with me. I love ON1.  Just kept at it until I found what worked as I ran Mac Diagnostics with no errors so I was sure it was a software collision somewhere.

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  • Rick Shapiro

    Jeff,

    Where specifically are the library files you deleted. I am fairly new to Mac.

    Regards,

    Rick

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  • Brian Lawson Community moderator

    He hasn't deleted anything. He booted his system into Safe Mode which means only the base OS gets loaded and run. Any 3rd party programs and extensions and background helper programs are not launched so you can have as clean an operating system as possible for troubleshooting these types of issues.

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  • jeff kovitz

    First you have to "unhide" the library files. Using 'Finder' is the easiest way to uncover hidden files. To get started, click the 'Finder' app on the Mac dock. Choose the 'Macintosh HD folder' under Locations on the left side of the 'Finder' window. Next, press 'Command' + 'Shift' + '.' (the period key) at the same time. The grayed-out files are those typically hidden. 

    You have to do it both at the hard drive level (ie the root) - Library folder and also the library folder under your user name.   Find "Application Support". Then find ON1.  Then hold down your command key to multiselect and ONLY SELECT FILES ENDING IN 24.  Then use the delete key.  Do this in both libraries.  BE CAREFUL or you can really screw up your mac.  Then empty the trash.  Then uninstall ON1 24.  The uninstall app is in the ON1 24 Documents subfolder.  Then reboot into safe mode.  You do this by turning off your mac and holding down the shift key when starting up.  To check and make sure you are in safe mode you can go to the "apple" in the top menu of the mac and select "system settings"  - under about click "system report" at the bottom of the settings about screen and then click on "software" and "boot mode" should say "safe".  if it says normal, you didn't get into safe mode.  Take your time,

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  • jeff kovitz

    Brian - when you run the ON1 uninstall or even use App Cleaner - it doesn't touch the Library Files that have stuff in them.  To get a completely clean install you have to get rid of those as well.  

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  • Brian Lawson Community moderator

    There is a much simpler method. Press the Shift key while the program is launching then click the Reset ON1 Photo RAW button. It deletes all that user stuff for you. DO NOT MESS WITH THE SYSTEM/LIBARY FOLDER!  It does not get modified during the program's use. That's what the User data Library is for.

    Jeff, I'm well aware. I wrote a procedure for completely removing the program from both Window and Mac systems that I've posted here many, many times. The thing is, removing the System folder stuff is inviting trouble for those less well acquainted with what they are doing and is a waste of time if you're just going to reinstall as they will simply be replaced with new copies anyhow.

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  • Rick Shapiro

    Jeff,

    Thank you for the help. Here are the Good and Bad: with your procedure, I was able to get ON1 working. Everything is showing up as it should.

    The Bad, is that I am getting a dialog box with the following error. I would upload the screenshot, but the attached image does not seem to work for me, no matter the format and file size.

    "The memory cache location /User/rick/Library/Application Support/On1/On RAW 2021 doesn't exist, The default location is going to be used"

    I can hit okay and get to work. Obviously, seeing "2021" gives me room for pause. I can do two things at this point; I can create the 2021 folder and see what happens or select "Don't show me this message again". My concern with the former is I don't know where the memory cache location will actually go. I don't want it floating in different directories.

    I would prefer the ON1 team figure out what is happening with the installer so no one has to jump through such hoops. I am glad I can now work in 2024.

    Regards,

    Rick 

     

     

     

     

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  • Rick Shapiro

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  • jeff kovitz

    If you go to preferences and then system - you will see the location it has picked.  

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  • Rick Shapiro

    Jeff,

    Thanks for your help; that worked. I picked a location of my choice. It seems to be good for now. I hope one day I can do a clean uninstall and reinstall with the manager application.

    Regards,

    Rick

     

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  • jeff kovitz

    Well hopefully ON1 support is paying attention and figures this out at some point

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