Skip to main content

ON1 2024 Photo RAW is still crashing even after the newer download

Comments

42 comments

  • Brian Lawson Community moderator

    It is not crashing for me. You need to provide more information about what’s going on that brings about the crash. knowing MAC you are using would be helpful as well. Have you tried to delete settings procedure yet? Press the shift key while the program is launching.

    0
  • Robert Court

    I agree with Benjamin. On1 2024 crashes way too much and since the Community Moderator asked for more information let me give a sample of the crashes I had so far with the On1 2024 (18.0.4.14762) 

    The software has crashed while:

    1. Switching for the edit to the Browse mode.
    2. Simply clicking the blue ‘save edits checkmark’.
    3. While On1 updates the Browse Previews in the edit module.
    4. Editing with masking or touchup brush.
    5. While deleting photos. 

    Keep in mind these are not the spinning beach ball from using too many resources. It just crashes without warning.

    These are just a few of the things I have done so far. 

       1. Sent crash reports and log files to On1.  Several times. 

       2. I reset On1 Photo Raw 2024 using the shift key on launch method. 

       3. I deleted On1 2024 and removed everything in Macintosh>Library>Application Support>On1. I removed everything from User>Library>Application Support>On1. I reinstalled the latest On1 from the web (18.0.4.14762).

        3. Created another user and tried that way.

        4. I have been in contact via email with Stevie and Ryan at On1 Engineering.

         5. Re-installed On1 2023 and of course it doesn’t crash. 

    I was using a 2020 MacMini M1 512 SSD and 16GB of ram with 2023. The MacMini would occasionally have the warning about running low on ram and have the spinning beach ball.  I upgraded to a 2023 Mac Studio 1TB SSD and 64 GB of ram. On1 2023 runs without a hiccup. No ram or scratch disk issues and no spinning beach ball. On1 2024 still crashes after completely uninstalling and removing every trace of On1 2024 and reinstalling.  My conclusion is that it is not my Mac but a half baked program that that is in desperate need of an update. To the point where it is unusable. 

    I know this does not fit into this topic but since I am venting. As much as I like Brilliance Ai, the faster Browse to Edit switching, the masking options panel and so much more, what I don’t like is the instability and the Keyword Ai. When creating a catalog with the option for Honor Preferences in Keyword Ai or choosing Off. I tried both options for removing this long list of the dumbest keyword suggestions. I set it to off and keywords populate to suggestions that are not remotely close to what is in the Cataloged Folder. I have also set it to Honor Preferences with all preferences turned off in the Preferences Panel and I still end up with unusable, unwanted and unneeded keyword suggestions. The pros for 2024 are many but the cons listed above, especially the instability, is just too much.

    0
  • Brian Lawson Community moderator

    Robert,

    "My conclusion is that it is not my Mac but a half baked program that that is in desperate need of an update. To the point where it is unusable." If that were true the program could not run for 3 days straight on my system without crashing once. It is not the program. There is something going on with your system that is yet to be identified. FWIW, I'm running an M1 mini w/ 16GB of RAM and a 2TB SSD.

    Have you tried booting into Safe Mode and running it from there to check for some kind of extension conflict?

    0
  • Robert Court

    I have not tried safe mode but I installed it fresh on the new Mac. Again ON1 2023 runs without incident. ON1 2024 does not. However I will try safe mode as that is one more thing to rule out. I did create a new user and tried running from that account.
    I am happy that you are not having issues with 2024. That’s way I felt with 2023, 2022 and 2021. All ran without issue except when I started adding 3-4 layers then I would get the out of ram warning / scratch disk warning but they did not crash. But kudos for your success with On1 2024 however, after reading some of these forums I have a feeling I’m not the only dissatisfied purchaser of ON1 2024.

    0
  • Terry Brim

    ON1 2024 Max has never run for me on my Mac.  I've tried posting a message about it on the forum but my message was not added.

    Here is my iMac info:

    2019 27" iMac

    8 core i9 processor

    64 GB RAM

    Radeon Pro Vega 48, 8 GB RAM

    Sonomo 14.1.2

    The software has never run.  I have tried installing it multiple times with each of the different releases that have been made using both the Application Manager and the standalone installer.  The program will start up and immediately crash - only displaying the main window for less than a second.  I have tried starting it up with the shift key held down to reset settings but that has no effect.  I often get a dialog box at startup stating the application crashed on the previous attempt.  When I click the "Report" button on the dialog the app will then immediately crash.

    Terry

     

    0
  • Robert Court

    Hi Terry.  What I think the Brian is missing from this conversation is, just because his system with On1 2024 is running great doesn’t mean that every experience will be like his. 

    With that being noted, I want the readers of this forum to know that yesterday I completely wiped out the Mac erasing all settings (on the Mac) and installed everything fresh and not from a Time Machine backup. It was time consuming but I am literally doing everything I can think of to give On1 2024 a fair shot. I really believe the good is really good and I WANT this to work.  After getting the Apple apps set up the only program I installed that wasn’t MacOs was On1 2024. 

    After opening On1 I created a cataloged folder and simple act of going from Edit to Browse On1 crashed. I went to Macintosh>Library>Application Support>On1 and User>Library>Application Support>On1. What I found was an On1 2023 Folder although On1 2023 is not installed. 

    As for On1 Keyword Ai, I specifically chose Preview Size:Embedded, Scan Frequency:Manual and Keyword Ai: OFF.  It still created 23 keywords of a cataloged folder of my 6 year old grand daughter. One of the Keywords was glamour legs.  WTF seriously, this is their idea of Keyword Ai. Especially when it is set to OFF.  However, some on here would lead you to believe this software is ready for Prime Time. My biggest two complains about On1 2024 is stability issues and Keyword Ai and not being able to manually adjust or eliminate the unusable and unwanted keywords it creates even when set to OFF.

    Final note: I received an email from On1 yesterday 12-4-2023 that read:

    It looks like you're running into a crasher we're working to get fixed asap.

    We'll let everyone know once we have our next update available.

    Thanks for your patience.

    Let me know if I can be of further assistance.

    Stevie | Tech Support & QA Engineer 

    1
  • Brian Lawson Community moderator

    Ryan did not miss the point of the conversation. The point that Brian was trying to make was that when a program runs on one computer without any problems then it is installed on a different yet identical computer which crashes all the time the problem is clearly not with the program. There is something going on on the computer that needs to be identified. It could be a conflict that on one needs to resolve. There could be a conflict that somebody else needs to resolve. This is why I suggested some testing to eliminate possibilities. Nobody is bothered to report back on it .

    0
  • Robert Court

    To Brian. 

    I am not certain who Ryan is. I never mentioned a Ryan. I said "what I think Brian is missing from this conversation…….."

    There are two things I would like to have addressed in On1 Photo Pro 2024. 

    Issue 1. Instability.  I stated earlier, I a happy your Mac runs 2024 without issue. Maybe you have a rare Mac. You said: when a program runs on one computer without any problems then it is installed on a different yet identical computer which crashes all the time the problem is clearly not with the program. But that would be like stating if we both had the same model Tesla, if you don’t have an issue but someone else does, then it must be the owner and not the manufacturer. Same with any electronic device that also has software. Heck even the iPhone has some owners with issues that other iPhone users do not have. Same manufacture, same hardware, same software on the same phone. One owner reports a problem while others do not. 

    So let me be perfectly clear. I have a Mac Mini 2020 16gb and 512 SSD that was running On1 2021, 2022 2023 and 2024. It ran out of Ram occasionally and would complain about using the scratch disk. It only crashed with 2024.  You say your mac mini is running just fine. However, 2024 crashed a lot on my MacMini and I wanted a new computer so I purchased a 2023 Mac Studio M2 Pro 32 GB ram and 512 SSD. I set the Studio up from a Time Machine backup. On1 2024 crashed so many times I lost count. 

    I then read your post about removing On1 from all 5 areas on the SSD. So I uninstalled and removed everything and reinstalled. On1 2024 kept crashing. Then I completely reset and erased the Mac to original factory settings. Installed nothing but On1 2024 and it crashed again. Just simple things and too numerous to list here. Then to make certain I was doing my due diligence and because Apple has a great return policy this time of the year, I purchased another Mac Studio M2 Pro. This time with 64 gb ram and 1TB SSD. This computer I installed fresh and not from Time Machine. I logged into iCloud and installed the standard Mac things and then On1 2024. Fresh, from the website. This time I used a wired mouse and a wired keyboard eliminating bluetooth from the equation. On1 2024 crashed. 

    Just so we are also clear, I realize that we are on a Mac forum so it would appear that most people have “different yet identical computers”. That is the benefit on having a Mac. With Windows you can have different video card, ram, motherboard etc from different manufacturers . Apple runs a tighter ship.That’s is one reason any program made for Mac should be very stable. 

    Knowing that your Mac is running great you probably have not had to send crash reports or On1 Log Files. I have sent more than 16 crash reports and 3 On1 Log Files. In all of those files and reports no engineer has stated” I see the problem is with your computer and you need to do XYZ.” What they did say was that they are working on a fix. If there was no need to fix their software and the trouble was my three Mac computers they would have pointed it out. 

    Issue 2. Keywords. Since I had to reinstall On1 2024 numerous times on three different Macs I was able to start over fresh with keywords. Cataloguing a folder with a few hundred photos gives keywords that have nothing to do with what is in the catalog. Some yes but many are useless. I gave the example of a catalog with children photos in it and it produced the keyword- Glamor Legs. This folder had 45 photos of a 6 year old and produced 23 keywords and one was Glamor Legs. The catalog was set to Keyword : OFF.  That is a software issue not a user issue. 

    I have done my part and certainly more than most. New computers, fresh installs, wiping SSD, eliminating everything but the monitor, and staying in touch with On1 with many emails. I WANT this to succeed. I have ALWAYS wanted On1 to succeed.  This was just not ready for Prime Time. Although you are not going through these issues and On1 2024 works perfectly for you does not give you the right to say that it must be my three computers. Hopefully On1 engineers are reading this forum and other users with problems know they are not alone. 

    0
  • Brian Lawson Community moderator

    Ryan was a voice recognition typo, sorry. It should have said Brian.

    "That would be like stating if we both had the same model Tesla, if you don’t have an issue but someone else does, then it must be the owner and not the manufacturer." And that is a false analogy. If both owners are driving the same Tesla and one works but the other does not that is an indication of a HARDWARE problem; not one to blame on the driver.

    Yes, computer hardware can fail and it can be bad right out of the box. I know from experience. However, bad hardware does not mean a bad buggy program.

    Yes, Keyword AI sucks big time. It is not causing the program to crash and it does work as designed. It is not a bug just because you and I don't want, need, or like the keywords it comes up with. That is a separate issue. I can see where they could be useful for graphic designers and people doing stock photography. As a landscape photographer I have no use for them at all either. Still not a bug and is not  causing crashes which is the subject of this topic after all. You jumped in and hijacked someone else's thread and are complaining about the recommendations given for that subject. You jumped from a Macintosh problem to a Windows problem and after stating the obvious difficulties in that hardware environment you still want to blame the program. That is not on me. Start your own thread or join one of the many that talk about Windows issues.

    0
  • Robert Court

    I can definitely see you are a cheerleader for On1 Software and you like to pull things out of context. So how about we stop this conversation because I'm not certain you have the ability to see the  grievances with blinders on .

    I only mentioned Windows vs Mac because Apple has a more controlled environment. Therefore Apple and Mac computers should be easier to make software for and Windows would be more difficult because of the potential hardware differences. You also glanced over "Heck even the iPhone has some owners with issues that other iPhone users do not have. Same manufacture, same hardware, same software on the same iPhone model. One owner reports a problem while others do not". As this is an Apple anology on a Mac forum that analogy is spot on. 

    You also glossed over the fact that with all of the crash reports and On1 Log Files I sent that not one time did an engineer mention or suggest it was a hardware issue. The FACT is, that through email, an engineer stated they are working on a fix coming out soon. Which means they realize there needs to be a fix. 

    I never attempted to hijack someone's post and I will not post again as you seem to be a moderator with a bias. My first reply was to Benjamin and then you stepped in to say how great everything is for you. My next comment was for Terry. They are both having issues with On1 crashing. Your answer, "It doesn't crash on me" only helps you. My hope is this, if other users of On1 read what I attempted to do they will not feel alone. 

    I have high hopes for ON1. I want it to succeed. The only way for that to happen is by doing what I have been doing. Sending crash reports and On1 Log Files and posting MY results to the user support forum. You obviously don't need to do this because you live in a perfect dream world with your cheerleader outfit on. However, this information needs to be posted for ON1 to FIX what is wrong. 

    As I said, I will not post again so there is no sense in you baiting me. Go cheer for the team and enjoy your On1 2024 in 2024.

    Oh yea. Have a great Christmas!. 

    0
  • Brian Lawson Community moderator

    And of course you are totally unbiased and completely blinder free. Yep, I'm the asshole here.

     

    0
  • Gerry Nanbu

    I was having the ON1 2024 crashing issue after updating my Mac to Sonoma. ON1 2023 also crashed after Sonoma update. Apple recently released Sonoma 14.1.2 which fixed the problem in both ON1 2024 & 2023.

    0
  • Robert Court

    To Gerry.  Received this today 12-8-2023 form On1

    Hello,
    We're working to get our next update out which will have some fixes for crashers and HEIC issues.
    Thanks for your patience.
     Let me know if I can be of further assistance.
     Regards,
     Stevie | Tech Support & QA Engineer

    It appears that some the crashing is connected to HEIC (Apple Photos). Yesterday while watch a YouTube training video I had On1 open to follow along with the video. ON1 was not doing any editing or browsing it was just open in a window beside YouTube. It crashed for no apparent reason. When I reopened On1 it stated that it crashed because of a corrupt file.xxx.HEIC and said it would dismiss the file. I was left with two options. Show in Finder or OK. I clicked the Show in Finder button and the photo was fully in tact in the finder folder. I opened it in Mac Preview and it opened just fine. Coincidentally, I was emailing tech support about this issue and wanted to send the On1 Log Files. I reopened On1 to get the log files and On1 crashed in the background while I was attaching the file to my email. Again the same warning about a corrupt HEIC file that for all intents and purposes was fine. I do have a catalog filed that does have many Apple HEIC photos in it and On1 was running with that catalog open both times it crashed.

    I will remove all HEIC photos from that catalog and see what happens but it appears from the email I received today the engineers realize there are some crashing and HEIC conflicts. Hopefully this relieves this crashing issue for ME and I can start to enjoy editing in On1 2024.

     

    0
  • Stuart Bass

    I just updated to Version 2024.1 (18.1.0.14844), which came out today, 12/19/23. The app still crashes upon opening. I have a long thread going with customer service going back to November and they have not been able to address this issue. 

    0
  • Terry Brim

    The latest version (2024.1 (18.1.0.14844) 12/19/23) crashes immediately upon startup for me as well.  The only time that a window has shown longer than a second or two is when a dialog box noting a previous crash has occurred is displayed.  As soon as I click the button to submit crash details the application then shuts down immediately.  I have yet to be able to run the new 2024 version of the app.  Fresh installs, starting up with the shift key held down to clear settings or reset the app have no effect.  The clearing/resetting has no effect upon behavior of the app - it crashes immediately upon startup.

    0
  • Rick Sammartino Community moderator

    You've done a lot of work trying to fix a problem with the program. How much work have you done to make sure the problem isn't with your PC?

    0
  • Terry Brim

    I have a large number of photo editing apps on my iMac that all run without issue.  On1 2024 Max is the only one that crashes each and every time that I attempt to run it.

    I have the following photo/video editing apps on my machine:

    Lightroom Classic

    Photoshop with several extensions for luminosity masking, blend-if, textures, color grading

    Bridge

    DxO PhotoLab 7, DxO ViewPoint, DxO FilmPack

    Luminar Neo

    Aurora HDR

    PhotoMatix 7

    PTGui for panorama stitching

    Nik Collection V6 (Analog Efx, Color Efx, Define, HDR Efx, Perspective, Silver Efx, Viveza)

    Topaz AI Denoise, AI Sharpen, AI Gigapixel, Photo AI, VIdeo AI, Mask AI, Studio, Studio 2

    Helicon Focus for focus stacking

    Affinity Photo

    Final Cut Pro, Neat Video Denise

    Since all of these run without issue, how much work do you think I need to do?

    1
  • Gerry Nanbu

    My problem with ON1 2024 & 2023 crashing started after I updated my Mac to Sonoma. I gave up after uninstalling and reinstalling 2 times. All my problems went away after Apple released an update to Sonona 14.1.2. Sonoma was just updated to 14.2.1 today and everything is still running OK.

    0
  • Rick Sammartino Community moderator

    I think you need to do more that just sit back and say everything else works. I run the same program and I don't have any issues, Certainly no crashes. So, what's different?

    0
  • Terry Brim

    I'l just have to disagree with you there.  If I truly had an issue with my iMac then I'd be seeing problems with other applications as well.  This machine has been rock solid and every application that I have installed on it, with the exception of On1 2024 Max, runs without issue.

    I didn't state it above - but I have many previous versions of On1 loaded on my machine too.  I've just launched each of the previous versions and they all open up just fine:

    On1 Photo Raw 2019

    On1 Photo Raw 2020

    On1 Photo Raw 2021

    On1 Photo Raw 2022

    On1 Photo Raw 2023

    1
  • Rick Sammartino Community moderator

    Which means that you're not doing anything about it. Did you even check the GPU? We know a recent driver was bad and causing ON1 to crash, did you update it? 

    0
  • Stuart Bass

    Rick,
    I doubt it's my computer. I can't get PR2024 to run on either my Mac Mini (M1) or my Mac Studio (M2). I am running all other apps fine including PR2023.
    It may be a problem with my photo files. They run fine on PR2023, but there may be some anomaly that it doesn't like in PR 2024. It may be another app that doesn't like PR2023. I don't know how to narrow that down. It seems like the app should play well with other apps. I hope engineering can figure this out sooner rather than later.


    0
  • Robert Court

    I said I was done making comments on this thread but I must add one more comment with the hope it helps someone along the way. I too was having serious crashing issues and I will not go into the litany of things I tried including installing and reinstalling ON1 2024 on 3 different Mac computers.  

    I stayed in contact with ON1 support and Stevie, Ryan and Stu have been quit responsive although most of my correspondence has been with Stevie. A big thank you and shout out to Stevie at ON1 support.  

    Now on to the good news for me. As I stated earlier, ON1 2024 has crashed so many times I lost count and most of it was for silly stuff like switching from Browse to Edit or simply clicking the Catalog Folder Progress in the bottom left corner to check the progress.  

    What I narrowed it down to was some, not all, HEIC Apple Photos. My original catalog folder contained 22,000 photos with 768 photos ending with HEIC that I exported from iCloud to my Mac. I didn’t make the connection until after several crashes. When I reopened ON1 it would ask if I wanted to report the crash and asked for a brief description of what I was doing at the time of the crash.  What I wasn’t paying attention to, because it was hidden under the crash dialog, was an error message stating that file.xxx.HEIC was corrupt and caused the crash. However, I wasn’t even working on an HEIC file at the time of the crash. I didn't even realize all of this time that Apple Photos (HEIC) were in the folder until I did a metadata search. After right clicking on the file and choosing “open in finder” the file was intact and able to open with Mac Preview app as well as a host of other photo apps. The file was good but ON1 was reporting it as corrupt. 

    While emailing Stevie I was telling him about the problem with HEIC files and the only two programs open was ON1 and email. ON1 was just sitting open in the background and crashed during the email about crashing. The next day I received an email stating they were aware of the problem with HEIC files and was working on a fix. Well, I’m happy to report today’s update fixed the crashing I was having. I have been running tests most of the day and not a single crash. It has only been one day so it’s not proof of success but I will report back after Christmas to let you know how it’s going. 

    Note: I did have some "files.xxx.HEIC" that had what ON1 is calling the “Unsupported Ghostman" or a dark person silhouette with a line through it. Before today’s update, clicking on the “ghostman” would crash ON1. After the latest update clicking on the “ghostman” would bring up the original photo in Edit and going back to Browse the “Unsupported Ghostman" would return. According to the Help Desk article 14577762416525-Images-Not-Appearing-Mac-Only-Full-Disk-Access it is because the file is grayscale or CMYK.  Mine were RGB so that wasn’t the issue. I fixed this by finding the offending photo in finder, temporarily removing it from the folder and then putting it back. After relaunching ON1 all photos returned with the proper previews.  

    Bonus good news and tip.  I also had many vertical HEIC photos that presented as a horizontal preview and I could see an overlap of the photo. I fixed that by opening one photo, making a slight adjustment and then saving it. That fixed the one photo and the overlap was gone and the preview was now vertical. Step two was selecting all photos with the overlap and choosing “paste from Previous Edit” and that corrected the other photos. 

    Not to rustle any feathers on this forum but it turned out that it wasn't my computer(s) but ON1 and a problem it was having with HEIC files.  What I don't understand and probably never will, is twofold.  Why did only some HEIC files crash ON1?  Why did ON1 crash when I wasn't working on HEIC files?

    0
  • Robert Court

    To Stuart.

    The same for me. I have been using ON1 since 2020. The folder I mentioned above with the HEIC files open fine on 2023, 2022, 2021 and 2020. It wasn't until I upgraded to 2024 that the problems started. If you have Apple Photos in HEIC format it may be that some of them are crashing your computer. Not all, but some. I looked through the EXIF data I couldn't see any major differences with the exceptions of date, time, exposure, etc. So I really don't know why it caused ON1 to crash but ON1 support realized there was a problem with their program and HEIC format because they told me they had some bug fixes and that was one of them.

    I tried running 2024 on a 2020 MacMini, and 2 - 2023 Mac Studios and until today it crashed for no apparent reason. However, 2024.1 (18.1.0.14844 ) seems to be working.  Report back later. 

    I hate to say it but maybe deleting ON1 2024 and removing it from the following 5 areas on your Mac and starting over. Those 5 areas are:

    /Applications/ON1 Photo RAW 202x

    /Library/Application Support/ON1

    ~/Library/Application Support/ON1 — This is where all your user data is stored

    ~/Library/Preferences/com.ononesoftware.ON1xxxx202x.plist

    /Library/Frameworks/ONxxxx.framework

    That rids your computer of ON1 2024. 

    I wish I could be more help because I know exactly how you feel. 

    0
  • Robert Court

    This is the email from ON1:  Notice that he recognizes "new bugs with HEIC" in the latest release. Also notice the date. 

    Stevie (ON1)

    Dec 18, 2023, 10:17 PST

    Hello,
     
    Thank you for contacting ON1 Software.
     
    We have discovered some new bugs with HEIC files in our latest release.
     
    We have created tickets for these issues and are working to address these ASAP.
     
    I have linked your support ticket to our open bug ticket.
     
    We're working to get an update out this week which will have several bug and crash fixes.
     
    Let me know if I can be of further assistance.
     
    Regards,
     
     
    Stevie | Tech Support & QA Engineer
    0
  • Jurry De Vries

    This is an exciting yet also confusing discussion. Going back and forth with the question is it software or hardware is causing the problem doesn't resolve anything.

    In my humble opinion, I would argue that if 2023 was working fine and the 2024 version didn't work as advertised on the same machine, then it could be either one of them. On the hardware side, it could be that the new version requires some minimum specs that aren't available on the hardware. Or vice versa, the new version isn't as foolproof nor as fast as advertised.

    Let me share my experience with the 2024 version now: 

    1) abnormal high RAM consumption

    2) abnormal high number of crashes

    3) crashes initiated by a wide variety of actions: for example: I am renaming some sub-folders. One day the operation goes flawless. Next day when I hit rename, a message appears stating, "prepare for operation," and that's it. Hours later, the message doesn't change, and I have to force quit.

    I asked tech support and forwarded screen shots plus all logs. The reply was: "you have an abnormal large log with many errors. An observation that doesnt solve anything. Yes, no surprise if the system crashes every time.

    All misery combined created a situation where I can use ON1 for about an hour, then I must force quit and restart. That may cause large logs but I am looking for a solution not a useless observation.

    I have been using ON1 for the past 4 years. But if this situation continues, I will switch.

     

    ps using Macbook Pro M1 Max, 64 GB, 2 Tb storage. Image portfolio including exports to JPEG and including sidecar files is approx 1.6 TB

    1
  • Brian Lawson Community moderator

    Try trashing your log file. It will be re-created the next time the program is launched. When I have a repeatable problem that I want to report, I will trash mine, then run the program to get the crash. That way the only thing in the log file is that editing session that caused the crash. An “abnormally large” log file could be taking up excessive amounts of ram and causing problems of its own.

    0
  • Jurry De Vries

    Thanks for the suggestion.

    0
  • Jurry De Vries

    Tried it but unfortunately didnt work.

    0
  • Brian Lawson Community moderator

    Add an update to your support request attaching the new smaller log file see what Support has to say now.

    0

Please sign in to leave a comment.