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Photo Raw 2024 Crashes on launch

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23 comments

  • Rick Sammartino Community moderator

    You would lose catalogs and any albums. The catalogs will rebuild themselves but you need to manage albums yourself.

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  • Stuart Bass

    Thanks. I don't care about albums. Over the years, I have learned not to depend on albums because, eventually, there will be a corruption issue, and I will lose them. This won't be the first time.

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  • Rick Sammartino Community moderator

    You said you already did a reset. You're just doing that again.

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  • Stuart Bass

    When I do a reset, the old corrupt catalog folders stay in place. I think the engineers have something bigger in mind.

     

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  • Rick Sammartino Community moderator

    Then you're doing it wrong, because...

    https://on1help.zendesk.com/hc/en-us/articles/4413412473485-ON1-PHOTO-RAW-Delete-Settings-or-Reset-ON1-PHOTO-RAW-

    If you're telling me that 2023 doesn't work now either, then I'd suggest you just nuke the whole works and start over. You should also check your PC for errors while you're at it. Instructions for that are in the Troubleshooting tips pinned to the top of this page.

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  • Stuart Bass

    Unfortunately, for some reason, these promises of reset are not ringing true for my predicament. 

    After purging the preference files and system app assistants and, performing a clean install, then opening the app with shift/reset and again with shift/delete, my master photo file (which, by the way, no longer exists) persists in the catalog folder pane. And the app continues to crash after about 10 seconds after launch.

    Will be interested to see how the engineers resolve this issue. Unfortunately, it takes them 24 to 48 hours to get back to me.

     

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  • Brian Lawson Community moderator

    Read some of the other posts here about 2024 constantly crashing. I believe it is a bug and there isn't anything we can do about it until it gets fixed. The details are in several other posts about crashing.

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  • Stuart Bass

    Since I can't run PR 2024, I would like to clean up PR2023. Suddenly, many annoying files appeared in my PR 2023 catalog pane. Is there a way to clean this up?

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  • Brian Lawson Community moderator

    That is an issue with 2023 that I reported a while back. I never figured out why it happened but it did more than once. The only thing you can do is use Remove Cataloged Folder. I would double-check that those folders are still where they belong and that whatever caused them to become catalogs of their own didn't also move them somewhere.

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  • Stuart Bass

    Nothing happens when I double-click them. When right-click "show in finder" nothing happens. They are like ghosts.

    This is in PR 2023 - I wonder if these corrupt catalog files automatically get transferred into PR 2024 after I reset the app and cause my problems. 

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  • Brian Lawson Community moderator

    Double check. Not double click.😀 Then you go to whoever they should belong and make sure they are still there. That’s all I mean .

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  • Stuart Bass

    It turns out the solution to a truly clean install is to take the previous versions of PhotoRaw out of the Application Support folder so the new version doesn't load catalogs from them:

    Goto the User level Library
    ~/Library/Application Support/ON1/ ON1 PHOTO RAW 2023:  (move the 2023 folder to the desktop)
     

    • Note, the User Library is hidden by default.
      To reach it, open a new Finder window, then press and hold the Option key on your keyboard while you click the Go menu at the top of your screen.  Select the Library option which appears.  From there, you can continue into the Application Support/ON1

     
    Then quit the app and then on relaunch hold down the shift key. 
    This will prompt you to delete settings file. 
    Click the Reset ON1 PHOTO RAW 2024 button 

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  • Bernd Meyer

    Nothing suggested in this and other threads worked for me. After a few days of successful work the app crashes every time I start it. Resets, etc., removing all files etc. does not work. It is frustrating. I think I will need to get my money back if the problem is not resolved soon.

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  • Brian Lawson Community moderator

    Have you seen the posts about the NDService folder? I'm not going to repeat it here but it is what support is having folks do now. Some are getting a new installer. I don't know if it is the installer itself or if it contains a beta update that is fixing their problems. If you haven't contacted support yet you should do so. If you have, be patient and give them time to get to your request.

    Search for NDService to find the other posts.

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  • Bernd Meyer

    Well, I have removed everything related to ON1 Photo Raw from /Library, /Users/<me>/Library and /Applications without any success. I re-installed the app using a newly downloaded installation archive. I still experience a crash. The app is just unuseable for me. I created a support ticket. I hope they get a solution soon.

     

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  • Brian Lawson Community moderator

    You haven't said anything about your system. Which Mac do you have and how is it configured? Support will want to know this stuff too.

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  • Gilles Subias

    Same disappointments for me, some sub-folders in catalogued folder make PR crash/quit, using text some crashes too... Sent crash reports to Tech support, they only told me to re-install; I'll wait for more users comments and solutions before re-install or reset etc...

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  • Bernd Meyer

    @Brian Lawson: I am using a Mac Mini M2 Pro with 32GB ram and the latest Sonoma version. This information is included in my support request as well as the crash report.

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  • Brian Lawson Community moderator

    Thanks. Either find one of those NDService posts and give that a try or you'll have to wait for support to come back to work tomorrow.

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  • Bernd Meyer

    I found the NDService posts. The folder is here:  /Users/<me>/Application Support/ON1/ON1 Photo RAW 2024/NDService. But as I mentioned, I have removed the complete folder /Users/<mw>/Application Support/ON1 without success. I need to wait for the support.

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  • Lori Lozano

    Hi... was there a resolve? I did move on installing 2024 a few days ago and it has continued to fail on opening, it crashes and I'm looking to see if a resolve has been identified.  Otherwise, I'm ignoring there was even an upgrade as 2023 is working just fine.  I too am using a MAC. Thanks.

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  • Rick Sammartino Community moderator

    Lori, I don't know. There have been 2 updates since then. I would assume this was corrected,but I didn't have the problem,so don't know if it's fixed. You're going to have to install and try it yourself.

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  • Lori Lozano

    Thank you Rick. I keep circling on un/install and the same occurs... it crashes on startup.  Not sure why and I've sent the engineer the crash reports.  Oh well... hope I get to experience all that it offers soon, before xmas :)

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