Terrible support

This post is long because I want On1 side inclusive emails of Nov till now. It is neither my intention to speak badly of someone but when you get treated as On1 has treated me the facts are the facts.

Oct 5, 18:33 PDT

Please Please fix your problem. Not with a generic email. YOU have a problem and my On1 has not worked for many MONTHS because no one followed up to help me. Having had priority support has meant nothing because I have no help. When I talk with you the response "no one else has this problem we need to look into it. My software has been uninstalled 20 times in hopes to follow your instructions but it never works. YOUR THEORY was since I only had the problem no one else does. Repeatedly time and time again and again and again you do not look into the obvious. Screen shots of the problem has not helped you fix it.

Told you MANY MANY MANY MANY MANY TIMES that the problem is on your end. Remember I was a computer support supervisor for thos years and know support better than MOST. The problem I have constantly told you was that your problem lies in the email not being accepted.
On1:
Thank you for using ON1 and for submitting your request. Our technical support team is experiencing higher than normal ticket volume, but don't worry! We will respond to your request as quickly as possible. Due to the increased number of support requests, please allow longer than the typical 24-48 hour response time. We appreciate your patience, and have included some information on the most popular requests below:

1. For help installing, activating and all information regarding new features and fixes in the 2018.5.2 update, please see:
https://on1help.zendesk.com/hc/en-us/articles/115001800631

2. If you on on a PC and are receiving a -214... error message during the installer, please see:
https://on1help.zendesk.com/hc/en-us/articles/205307798

3. If you are on a PC and are receiving the "open GL 3.3 is required" error, or receiving a crash report when attempting to run the 2018.5, please see:
https://on1help.zendesk.com/hc/en-us/articles/115000138471

4. For more information on the new Photo Raw 2019, please see:
https://on1help.zendesk.com/hc/en-us/articles/360016346251

5. To check the status of your ON1 Plus membership/free upgrade to Photo Raw 2019, please see:

We apologize for any inconvenience this may have caused you. Your request (163360) has been received and is being reviewed by our support team.

ME:
Today I am on a completely different system with Win 7 not Win 10 and THE SAME DAMN PROBLEM EXISTS ON A COMPLETELY NEW SYSTEM SO FIX THE PROBLEM INSTEAD OF DEFLECTING THE ISSUE ON THE USER!!!! When you finally look at what I am telling and SCREAMING to fix the inability to use my login because of the error. NOW WHAT WILL YOUR EXCUSE BE? Look into what I am saying and you can fix this problem!!!! Using all of my year Plus priority support and do not get support much less priority. Lets face it months and months go by and nothing from On1. Apologies mean NOTHING when treated TIME and TIME again to the same crappy lack of service. WHICH OF YOU WOULD PERMIT THE SOFTWARE YOU USE TO FAIL FOR MANY MANY MANY MONTHS. wOULD YOU TAKE A FORM LETTER TELLING YOU TO DO THE SAME DAMN THING EVERY TIME JUST TO GET ME OFF THE SUPPORT DEPARTMENT. I am not sending any more screen shots because they are apparently meaningless but you should have them anyway.

HERE IS YOUR PROBLEM!!! YOU HAVE MY EMAIL ADDRESS'S AS TWO DIFFERENT ONES AND NEITHER NOW WORK THANKS TO WHAT YOU DID.

IF MY EMAIL ADDRESS IS NOT ACCEPTED MAYBE IT HAS TO DO WITH "EMAIL" YOU ARE USING FOR LICENSED USER

Completely you have tried to push this off and now that I tried installing it on a Win 7 machine with UPDATED DRIVERS!!!!!!!@!!! AND HAS THE REQUIREMENT CONDITIONS PER YOUR WEBSITE YET SAME ERROR MESSAGE.

Different operating system Win 10 vs Win 7. Different graphics card in each. One system in AZ, one in ID so different internet providers. SAME USEr

Me:
Nov 27, 13:41 PST

Well after installing version 2019 I kept old versions. Now cannot get into either one. Whether stand alone or plugin Photoshop CC.

Whenever I try to run On1 I get the splash screen and it never goes any further than the splash screen, the cursor just spins as if trying to load but it never goes anywhere.

I was going to reinstall after uninstalling both versions but the software will not allow me to because my licenses are needing reset.

Thank you! If you have any advice to solve this problem of not being able to get into the software let me know. I will download and install after my keys, tokens, licenses are reset but on hold until then.

Thank you.

On1:

Stevie (on1)

Nov 27, 14:16 PST
Hello,

Thank you for contacting ON1 Software. We apologize for the hassles you are experiencing.

I recommend following the instructions below as a next step to troubleshooting this problem on your machine. These steps have fixed similar problems for our other Windows users.

Restart your computer.
Download and run a registry cleaner, we recommend this free one:
www.piriform.com/download

Then reinstall using our latest installer:

Win:
http://ononesoft.cachefly.net/photoraw2019/win/gm_6139/ON1_Photo_RAW_2019.exe

Make sure you Save the file rather than choosing Run. When the installer has finished downloading, please temporarily disable your antivirus software and the right-click on the installer.EXE and choose "Run As Administrator".

The biggest issue we see with poor performance, hangs/freezes in the UI or images not appearing when using ON1 PHOTO RAW is either video card drivers not being current or that the application has not been set to run off the discreet (not embedded) GPU

Visit the manufacturers website to download the latest driver directly from them. Updating thru the Windows updater will not give you the latest driver.

Full Instructions are available here:
https://on1help.zendesk.com/hc/en-us/articles/115000551608--OpenGL-3-3-and-later-is-required-How-to-update-video-card-driver-Windows-Only-

After completing the install, please open the NVIDIA or AMD Control Panel (depending on what brand is installed on this machine) and make sure ON1 Photo RAW is configured to run exclusively off of this GPU. Here is some more information on how to do so, instructions are the same for both ON1 PHOTO RAW 2018 and ON1 PHOTO RAW 2019

https://on1help.zendesk.com/hc/en-us/articles/115000138471

Apply these changes and reboot your machine. Please let us know if the issue persists.

Well after installing version 2019 I kept old versions. Now cannot get into either one. Whether stand alone or plugin Photoshop CC.

Whenever I try to run On1 I get the splash screen and it never goes any further than the splash screen, the cursor just spins as if trying to load but it never goes anywhere.

I was going to reinstall after uninstalling both versions but the software will not allow me to because my licenses are needing reset.

Thank you.

Brian Lawson

Community moderator

January 03, 2023 05:43

Andrey hasn't given us any explanation of the problem. All we know is that support hasn't answered a support request.

Andrey, if you want us to try and help, please let us know what the problem is.

Peter Pfeiffer

April 11, 2019 04:16

My experience is 100% different than yours ... here's a copy of an email received after I provided all requested details.

"Hello Peter,

I understand, and thank you for providing us with this information. Our Engineering team is aware of some problems with Export while exporting from within the Edit module. We are committed to fixing this problem in the next free update. When you are finished working on your image in the Edit module, go back to Browse, select the recently edited file in Browse and then click on Export are you able to export the file with all changes in tact? If not, please include a copy of the latest ON1 Log file in your reply.

If you have any other questions, please send me an email."

January 02, 2023 15:29

How long have you been waiting? You do realize that it’s holiday and the company has reduced hours right? If I t’s been more than a week message them again.

andrey gagarin

January 02, 2023 15:37

more then a week. And as I understood you want to tell me that company has no support for all Holiday season? Nice.

January 02, 2023 16:42

That is not what I said

January 03, 2023 04:10

So, please explain limited. I still do not have any answer.

Rick Sammartino

January 03, 2023 04:36
Edited

Reading through the problem description, I don't believe the issue is with the email but all you have to do is take your PC offline and see what happens when starting. It should go into trial mode or at least say the trial has expired. If instead it still sits and spins, that's not the problem.

Also, if you think you need your activations reset, you can do that yourself in your ON1 account but if that were the case, the program would tell you there are no more activations when it starts.

While you're there, you can get an offline activation code and try that to see what happens. I don't think it will fix anything, but you never know.

Lastly, we in this group don't work for ON1 so stop jumping down Brians throat. It's not his fault and is just trying to help.

January 02, 2023 15:22

good for you My requests are simply ignored. No one answer at all.

-1

January 03, 2023 12:33

Thanks. I finally solve all the problems by myself. Recently I do not have any, but what I want to tell that my several requests are not answered. The technical support is terrible and I will never buy anything else from them. Thank you for offering help.

Terrible support

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