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PC Crashing

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11 comments

  • Rick Sammartino Community moderator

    I don't see your GPU in that list.

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  • Rosalie Adlam

    Thanks

    NVIDIA T1000 36GB

    Is that enough info?  Crashing seems to occur during "Retouching" Edits - clone / healing brush.

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  • Rick Sammartino Community moderator

    Specs look ok. Make sure your GPU driver is up to date. Current version is 546.01 from Oct 31.

    If that driver is up to date and it's still crashing, you'll need to send this info in to Tech support. They will need the info from this article.

    https://on1help.zendesk.com/hc/en-us/articles/360018405111-How-to-submit-a-problem-to-ON1-Tech-Support-A-Step-by-step-Guide

    and you can open a ticket here...

    https://on1help.zendesk.com/hc/en-us/requests/new

     

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  • Greg Schumacher

    Have you tried running the sfc command to make sure Windows does not have any corrupt files?  Whenever I have crash issues this is one of the first commands I run.  If you are unsure how the command is initialized, I will include the steps.

    I usually will do a full shutdown on the computer before running the command to make sure the memory is cleared out.

    type cmd in the search bar, "command prompt" should display (be sure to run as administrator)

    type the command (without parenthesis) "sfc /scannow" 

    If it comes up clean, then you will need to look for other culprits. But if repairs are made, then I suggest rebooting and running the process again to verify the errors have been resolved.

    To verify that the video driver has not become corrupted, I would suggest clicking the box on the Nvidia driver up to perform a clean install.

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  • Rosalie Adlam

    Great thanks.  Scan was clean, clean install of NVIDIA driver completed.  Night time here now so will see what happens over the next few days.  FWIW there was no ON1 error / log message that I saw, it just shut the PC off and it re-started.

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  • Brian Lawson Community moderator

    The log file is stored in with the rest of your Photo RAW user data. You can open it through the Help menu and copy/paste it from there to a text document you can attach to your support requests. Or you can go to

    C\Users\<user>\AppData\Roaming\ON1\ON1 Photo RAW 202x

    and just open or attach it from there.

    -1
  • Rosalie Adlam

    Log file found - how do I attach to here?  Or do I copy/paste into here?

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  • Brian Lawson Community moderator

    We don’t need to see the log file here Support will want to see it on your contact them however.

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  • Rosalie Adlam

    Ok Thanks for your help.  Sending an email to Tech Support now - cheers

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  • Greg Schumacher

    Rosalie,

    I missed the part about your computer shutting down and restarting.  You should be able to see what program is causing the issue via the event viewer.  If you are not familiar with event viewer here is how you access it and what you are looking for.

    In the search bar type in Event Viewer and click on the event viewer application.  Once the event viewer window opens expand the tiles on the left until you see the system folder, then single click on the system folder.  Now you want to filter out the events that are causing the reboot of your system.  Mainly you are looking for 6008 and 1076 events.  To filter out these events go to the right side and select Filter Current Log... and select all event levels and in the box that shows <All Event IDs> type in 6008,1076.  Then click OK and you will have the events filtered.  In the middle of the screen you will see a General and Detail tab, check both.  Most of the time this provides the information you are looking for.

    Cheers

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  • Greg Schumacher

    I included 1074 in my list as I did not have any 6008 or 1076 events.

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