Raw 2019 update
Unable to use program since latest update - program not responding as soon as you try to change anything in edit mode. Browse seems to be OK. Had no problems on the last version, but there does not seem to be a way to reload that. Running Win 10, 8Gb Ram, Intel Graphics HD530. Using as stand alone
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Same experience as Roger Smith (above) and very similar setup... MS Surface Book with Win 10 Pro, 8GB RAM, NVidia card built-in and running as Stand Alone - have yet to run it as a PS plug-in. Just submitted a support request with system data, etc. As with Roger, I was able to run On1 2019.2, however, I did find it very slow and actions a bit "laggy".
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Similar experience accept for me I can't do anything. I just purchased the previous version 2 weeks ago (stand alone) and it was working. Downloaded the upgrade (2019.5) yesterday and everything keeps hanging in Browse mode. If I try to click on anything I get the program not responding message (I let it run for hours thinking it just need time but no change). Note, I have a large photo data base and was using Adobe Photoshop Elements prior to purchasing On1 and had no problems with my large photo collection. I tried deleting the software (On1), restarted and then reinstalled however no change. I did notice that with this new version is was actually creating new files in my photo database (with extension.on1). Since I have over 10,000 files in my photo data base these new On1 files being created could increase my database file size considerably. I wasn't expecting that. I have 12GB of memory, i7 Intel CPU, and a Nividia Geforce GTX 1060 3GB graphics card, Windows 10, HP Omen PC. Lots of power and memory so this should not be happening. I too submitted a support request earlier today.
Update: the one difference I noticed in the new version as compared to the previous version, was that after having installed 2019.5 for the first time (over top of my previous version) it asked for the location of my photos folder and mentioned something about syncing my photos. Even after I uninstalled and then reinstalled the new software in an attempt to start over, that option did not appear again.
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Mark the .On1 files are sidecar files that contain your edit information. These are useful if you want to edit from different machines or if the ON1 database becomes corrupted for some reason. You can turn them off in preferences if you wish but most would recommend leaving them turned on. Good info on this in the user manual.
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Thanks David for explaining why the new files are being created (sidecar files). The curious thing though is that they are being created for photos I have not even looked at yet (I only installed this new software last night). I was randomly looking through my folders on my hard drive trying to figure out why the software was not working when I noticed the files and all with a creation date of yesterday which is when I installed the new version? I have not yet been able to use the new version.
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Mark, on the first run, when you were asked to set your photos folder, if you checked the box to monitor it then On1 started building a catalogue at that point.
Catalogues take a long time to run and use a lot of CPU. You will see a round progress indicator to the right of the catalogue name. You can let it run (overnight maybe) until it's done or delete the catalogue if you're not going to use it. Catalogues are handy though, I would let it finish.
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Thanks Rick for the comments. The progress bar that you refer to is not showing so I assume it completed at some point (I did see if for a brief moment when I tried to restart the software). I had actually let the software run overnight. Regardless, I am still unable to do anything as the mouse spinny animation is still going and if I try to click on anything within the software the UI turns to white and I get the "Browse" not responding message in the top left corner of the UI. Not sure what else to try? Maybe this software is not capable of handling a photo data base as large as mine...
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Same here, 2910.5 is super slow, taking up tons or resources and almost locking up my PC and it's no slow monster either!
i7-4770K CPU @ 3.50GHz
32GB Ram
64 bit windows 10
GeForce GTX 660 TI
Lightroom CC and Capture One V12 work just fine but On1 2019.5 is using most of my resources and almost locks up the pc and is slow and unresponsive like you guys...
Is anyone from On1 going to address this issue at all?
I have been watching this same issue with 2019 and it's the same thing and not fix for this?1 -
I have the same problem with the new update. I couldn't install the update. I deinstalled On1 and downloaded the current program from the website, but it also doesn't work. There is neither an error message. I didn't change anything at my computer system and there is also enough disk space. Also the system and all drivers are up-to-date. I am working with Microsoft Surface Book.
I hope there is someone who can help me!
Kind regards
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I too have the same problem.
Windows 10 Pro 64-bit Version 17763.503
Intel Core i7-6700 CPU @ 3.40 GHZ
16 GB RAM
Intel HD Graphics 530 Driver Ver 21.20.16.4551
I was in contact with support and Brent suggested to do a complete removal of all On1 installations using a tool he sent me. Tried that, but same thing, as soon as I start to edit the machine says "not responding" and never comes back. Stevie at support suggested I update video driver, but that didn't help either. 2019.2 runs perfectly so there is obviously some bug and I'm somewhat relieved that I'm not the only one.
Please support help us!!!!!!!!
Keith
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Hi All,
Thanks to a suggestion from Stevie at On1 support I now have v2019.5 working on my Surface Book. It's still a little "laggy" but it's working.
1st: Ensure you have the latest driver for your graphics card. In my case there's a Nvidia GeForce on board but MS doesn't ID the exact model. So I had to by-pass that.
2nd: (And this is what got me going) Configure the Nvidia Control Panel to force the use of the Nvidia card when running On1 (rather than just the generic). The On1 support article for that is located here:
https://on1help.zendesk.com/hc/en-us/articles/115000138471
Hope this helps!
Cheers,
Mick.
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I opened a support ticket as well, but don't expect that there are any fixes on my end for the poor performance of the software. Running Win 10, i7, 16 GB RAM, 1 TB internal SSD with max scratch disk size on the SSD, Nvidia Geforce GTX 950M with updated drivers and settings to use the discreet graphics card with On1, set dynamic preview toward snappier. I'm not cataloging folders.
The software works just ok, except it crashed twice during my last editing session. The results are good, but everything is laggy, even just assigning a star rating to a photo. I didn't think it was terrible until I switched back into Lightroom Classic and everything was lightning quick. I keep buying version after version of On1 and disappointed with the performance every time and it just never gets fixed. Since LR and PS are flying with no problem, and many others are having similar complaints, I feel pretty good that it's on their software, not my computer. I would much prefer them to fix the software to run smooth instead of adding on feature after feature.
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Michael, while you're at it, open Windows Settings, search for Graphics and select Graphics Settings.
Make sure Photo raw is on the list below where it says Classic App. If not, click Browse, navigate to the On1 folder and select Photo raw.exe. Then in Options select High performance.
I just checked mine while I was writing this, it WAS set for 2019.2 but just now found it was NO LONGER on the list.
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Thanks Rick! That sped up the image loading ... but only for a minute. Then nothing. Not even the courtesy of an "On1 is not responding". Just black, blank squares where the photos were in the browser.
**sigh**
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I'm having repeated crashes with new update. Crashes when opening - reporting a photo as damaged (which opens perfectly well in lightroom or photoshop), then closing down when you select "ignore" or freezing if you select "open in windows explorer").
Each time I try to start it, it finds a different image that is so called "corrupted".
When i can get programme to open, as soon as i try to get it to do something, it becomes unresponsive then closes.
The "report fault" window has come up a total of 7 times, but i have only been able to fill it in once - each other time it disappeared with the programme.
Fix this please. I have had to go back to lightroom, but i am also trialling Luminar and Affinity, to change software if I have to - shame because I was largely happy with On1
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Karen: I wouldn't bother with Luminar although it may work for you. I bought it, fought with it and ditched it. I even tried Affinity and it is cheap and works well - well, it doesn't crash all the time. However, its ability to develop Raw left me underwhelmed, OK for jpgs. But at the moment Affinity works more reliably than the other two as far as I'm concerned. All of these 'upstart' programs are definitely works in progress. But, while showing promise, progress is glacial and unfinished programs are pushed onto the unsuspecting public. Both Luminar and Photo Raw seem to want to concentrate on introducing eye candy and AI effects rather than making the program work properly. Although ON1, Photo Raw, or 2019.5 or whatever it is called is a bit better. All these programs make me appreciate the development that has gone into the iterations of Lightroom. The tools are logically placed, are not scattered all over the screen and it doesn't die on a regular basis. However, my version 6 doesn't support my newer cameras. I only push about 15000 images a year through so I can't warrant the Adobe pricing. Still photos aren't worth so much nowadays!
Finally, the ON1 problem report procedure is highly amusing. Do this, do that, copy this. On a program this buggy why don't they introduce an automated bug reporting process. You may well ask why I stick around with this program? Because the results of Raw development are close to working for me, browsing works, import works, I think - I've only used my existing Lightroom arrangement - i.e. images organized by day, month and year. Meanwhile we await 2019.6. Of course it could be 2020.1.
Donald
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Karen, you explain a lot about what's wrong but don't mention if you tried to do anything about it.
The 2 most common solutions for crashing are:
1) Do a clean install which means uninstalling the old versions completely before installing the new one
2) Check and update the video drivers
Donald, don't expect 2020 to be bug-free. just sayin'
Instructions if needed:
https://on1help.zendesk.com/hc/en-us/articles/206500417-Uninstall-the-ON1-Software-Products
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Hi Peeps,
Stevie got back to me on the support ticket i sent yesterday and here is the reply that was sent to me and hope this helps if not all, some of you~
Start paste------------Hello Kai,
Thank you for contacting ON1 Software.
The biggest issue we see with preview issues, 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.
Also there were some new previewer code changes that you might try adjusting.
You can find more information about the new Dynamic Preview here:
https://on1help.zendesk.com/hc/en-us/articles/360028072272-ON1-PHOTO-RAW-2019-5-Dynamic-Preview-Quality
If you want to reinstall the previous version you can download our 2019.2 installer here:
https://www.dropbox.com/s/ysghoke1qsivb4i/ON1_Photo_RAW_2019.exe?dl=0
If you're still having issues, can you send us your ON1 PHOTO RAW Log.txt file?
You can find the log at the following location, there maybe some additional information that is being captured here.
C: > Users > Your Username > APPDATA > Roaming > ON1 > ON1 Photo RAW 2019 : ON1 PHOTO RAW Log.txt file.
Please note, App Data is a Hidden Folder on Windows. Please make sure you enable hidden files and folders on your machine so you are able to open this folder:
http://windows.microsoft.com/en-us/windows/show-hidden-files#show-hidden-files=windows-7
We are experiencing high volume with the release of our latest 2019.5 update but will be investigating all issues reported by our users.
Thanks for your patience and for choosing ON1.
Let us know if you need further assistance.
Regards,Stevie | Tech Support & QA Engineer
End Paste-------------
I will be trying this as well...
Hope that helps:
Kai0 -
Hi folks,
I discovered why the software kept hanging on me at launch with the new version 2019.5. I had been struggling with this for days before I got the idea to try something different. I had been editing a .jpg file in the previous version of On1 software at the time I installed the new version. When the new version launched it would always open to the same photo I was working on in the previous version of On1. So I wondered if perhaps that one photo file had become corrupted. I shut down the software, renamed that one image, and relaunched the software. Presto.... the software opened in the root photo folder and all was working. I then closed the software, went back to that same image and put the original file name back to what it was. I relaunched the software, returned to that same image, and again all still working. So I would conclude from this experience that On1 was unable to read that one image and therefore got stuck. So I think I am good now however I will follow some of the advice given in this thread about updating my graphics card just in case that gives me a performance boost. Also, like a few others... On1 is not reading many of my simple .jpg files that all other image editing software programs on my PC do read. The only workaround I know of for this issue is to open the images that On1 can not read in another editing program and then resave the image in the same format as a new file (or over right the original). In most cases that will solve the problem. Hopefully, On1 will be able to explain why their software is not reading all of our image files correctly.
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Hi everyone.
After a long " Journey " looking for the root cause for the new app to crash upon start and / or getting into " Not responding " mode , I think one of the main culprits is the Microsoft Visual C++ old version you use.
Please go into Programs and Features ( Through the Control panel ) and look what version of Microsoft Visual C++ 2015 is listed. If the version older than 14.0.23918, please delete it + uninstall the 2019.5 app according to the published instructions + reinstall it. The Photo Raw app will automatically install the C++ most updated version, mentioned above.
Hopefully this might solve the crash / not responding issue.
Good luck
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Just a comment related to Alex's post re C++ You could possibly see many versions. Be careful what you delete could break other programs.
Some good info here
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In relation to David's comments:
1. I was relating to Visual C++ 2015 ONLY.
2. Please see the following link, upon which I successfully made the change. https://on1help.zendesk.com/hc/en-us/articles/235498128-ON1-Photo-RAW-Microsoft-Runtime-error-Windows-Only-
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Alex, I hope you didn't think I was dissing your suggestion. My intent was to caution people about being overzealous and deleting all older versions ;-)
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Good catch on that Alex!
However, there is a much simpler way to update the Visual C++ 2015 redistributables. The these redistributables are DLLs that are not actually linked directly with ON1 or any software for that matter. The ON1 sw has pointers to entry points in the DLLs
So there is no reason to uninstall ON1, uninstall the Visual C++ 2015 and then install ON1 again. Yes, that does get you the latest version. But you can just update the Visual C++ 2015 redistributables directly from Microsoft. And what do you know, they have an installer that will do it all automatically without you even uninstalling Visual C++ 2015 (or accidentally uninstalling the wrong one).
I had a newer version of this restributable than the version you mentioned, but I went ahead and downloaded and installed the lastest and nothing broke.
Here is the link:
https://support.microsoft.com/en-us/help/2977003/the-latest-supported-visual-c-downloads
And you want to use the x86 version, but you are certainly able to install both if you want. I did not have any 2015, 2017 or 2019 x64 restributables, so I only installed the x86 version.
The process should probably be done "run as administrator". The installer removed all of the old versions, which in my case was just 2015, and installed a new one. Note that MS now just installs one for 2015, 2017 and 2019 as a unit.
So in summary, I downloaded the x86 file from the above link, ran it (I am an administrator already), and then had to reboot. Done.
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I have such a terrible time with not responding messages that I gave this a try as Alex suggested, that is, uninstalling On1 first, then C++ and reinstalling On1. Like Kevin, I had a newer version before, but when trying On1 again, I've only had one 'Not responding' where I would have had many by now.
I've added this suggestion to my list of tweaks.
Thanks, Alex
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Hi Kevin, Rick and all our friends in the forum, suffering the " crash / not responding " issue.
My proposal was based on On1 instruction, as mentioned in my first thread.
I presume that updating the Visual C++ 2015 only, without uninstalling and reinstalling the PR app, will not do the job, as the app does not update C++ when it finds an older version at the start of the installation. In this situation PR uses the C++ older version, which is either corrupted or at least not adapted to be used.
I hope Rick's good result will be followed by others, thus overcoming this hurdle, and be left with the "new" Keywords list problem, as stated in a parallel forum on this website.
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Alex,
Interesting. I have already rolled back to .2 so I’m not sure my comment is relevant. I have just checked my C++ versions, I have 21 different versions from 2005 through 2017, but don’t have a 2015 version at all. If I did have it, then installing .2 had uninstalled it. I may try .5 again to see if it gets installed.
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Gerry.
What do you mean by 1, 2, 5 ?
When you reinstall PR 2019.5 the 2015 C++ version will be automatically loaded, thus hopefully solving the issue.
Try it.
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Alex,
I just wanted to mention that installing 2019.2 must have automatically uninstalled the C++ 2015 Redistributable. that's all. As 2019.2 works fine for me, I think I will wait until the next release.
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Alex,It is certainly safe to update the the Visual C++ 2015 the way you were instructed.
However, it is not necessary to uninstall ON1 to do it. I am certain of that. I wrote Windows code for way longer that I am sure ON1 has been doing it and I used installers and I know what is in the redistrubutable Visual C++ stuff. I have manually updated Visual C++ redistributables by hand before.
If the Visual C++ 2015 was not on your system, you would get the DLL not found just like ON1's link mentioned. If the DLL was there, but of an older release with possible bugs in the code, you would get much different symptoms, and there is really no way to say what those symptoms are unless you wrote the code and knew what was causing the symptom.
So by updating just the Visual C++ DLLs (which is exactly what is being done), the ON1 code hopefully gets bug free code from Microsoft that matches what the code writers at ON1 were using when they developed the ON1 code. It puts everyone (end users and code writers) on the same page. This is very, very similar to why ON1 wants you to use the latest and greatest video drivers. Because they were testing their software with the latest and greatest video drivers and if you are using something older, they really do not have a way to say where the problem is.
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I have just installed 2019.5 over 2019.2 (not a clean install) and I still don't have a Visual C++ Redistributable 2015. It apparently doesn't need the 2015 version. I have 2013 and 2017 yes, but no 2015.
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