ON1 2019.5 shows splash screen, starts up, shows help centre window, locks up
Here's the Win 7 report of what's (not) happening. I can't get to actually use the program.
Description:
A problem caused this program to stop interacting with Windows.
Problem signature:
Problem Event Name: AppHangB1
Application Name: ON1 Photo RAW 2019.exe
Application Version: 13.5.0.7007
Application Timestamp: 5cdb0a94
Hang Signature: efd8
Hang Type: 0
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 2057
Additional Hang Signature 1: efd8759789d0b0f8a08a47614eeb11b8
Additional Hang Signature 2: dbe2
Additional Hang Signature 3: dbe20dd1c92366ad84a5366efc1f99c8
Additional Hang Signature 4: efd8
Additional Hang Signature 5: efd8759789d0b0f8a08a47614eeb11b8
Additional Hang Signature 6: dbe2
Additional Hang Signature 7: dbe20dd1c92366ad84a5366efc1f99c8
-
Your not alone
1 -
You haven't mentioned it, but I bet you're using On1 as a plugin. It's a known issue that you can't clear the welcome screen on first run. To get around it, open On1 as standalone, clear the screen and it will work fine after that.
-1 -
No, this is standalone, and always has been standalone.
What happens is that the window for that screen - marked as help centre, but could well be a welcome screen - appears and is then never painted. In fact, the display driver (AMD) eventually crashes and restarts, and it still doesn't paint the screen.
I've gone back to 2019.2 which is working.
0 -
Ian, the problem that you're describing sounds a lot like 2019.5 BETA because they didn't have the help screens finished at that point. Are you sure we're talking about the 2019.5 FINAL release?
If you check the About in the Help menu, your version should be 2019.5 (13.5.0.7007)
If it's not right, redownload the final version.
0 -
I'm having the exact same problem. Totally disgusted
0 -
I can't get to the help menu! It's not a case of the welcome screen not showing but being able to use the app: it completely locks up and is totally unusable.
You could have seen the build number in the Windows crash report above - it is indeed 13.5.0.7007.
0 -
Ian, so you've been working on this for 3 days. I hope you send in a support request by now, if not, follow the link attached. There has to be something about your PC that's causing this. If you send your sysinfo in, On1 might be able to pinpoint it.
I don't know if you'll have a log file or not. If you do, you won't be able to get to it through On1. You'll have to navigate there through windows. You'll be able to find it here. (Note, AppData may be hidden, turn on hidden files to see it):
C:\Users\(your name)\AppData\Roaming\ON1\ON1 Photo RAW 2019\ON1 Photo RAW Log.txt
You can use the Submit button at the top of this page.
0 -
Done. It would be nice if the support system said 'yes, we have received this report' rather than just going to a generic page...
That log file is terrible - why on earth does it not have CR/LF characters between the lines?
We never did sort out that bet in your first comment, did we? :)
0 -
(Ah, if I email it to myself and look at it on Ubuntu, it does have LFs - Notepad obviously ignores them, but for a Windows program using Windows conventions makes sense.)
0 -
Whenever I submit a bug report I have always received an email within a minute or two confirming receipt of the report. It contains everything I entered on the web page.
0 -
... also if you click on your name at the top of this page, there is an option to see your support tickets. I see that the Beta ones aren't there, but I have 3 pages of them! :)
By the way, my log didn't use to have CR/LF but now it does. I don't know how or why it changed.
1 -
I'm in a similar boat. Kept getting a "Not Responding" in the title bar after updating to 2019.5. Emailed support. They checked the logs. Didn't see anything wrong. Suggested a fresh install, which I did. Still unusable.
Just opend On1 and 5 minutes later it's still trying to load thumbnails for ~50 images in a folder. Try to change folders..."Not Responding" for another 15 minutes.
Wondered if it needed more free file space for swapping files, but I have 65 GB free on the C drive (SSD) and 369 GB free on the photos hard drive (platter).
I really wanted to use On1 for the nice combo of LR and PS features in one.
0 -
A fresh install may or may not help, but I'm wondering if you actually did that. It means completely removing anything On1 from your system before re-installing the latest version. If you did that, great, if not, then you didn't change anything.
For myself, I think the biggest improvement came when I moved the swap file to my M.2 card. Everything seems to be working 'better' after that. (Not perfect, just better)
I have 8gb mem and my swap file is 16gb as recommended.
0 -
What's worked, following a suggestion from support, editing an .ini file so the offending screen isn't shown.
(Certainly 16GiB and 'as much as you need' swap file, I think.)
0 -
The same thing happens with the 2020 Beta.
I am now looking to see what the .ini file change was.
Ah, yes, go to
C > Users > Your User Name > AppData > Roaming > ON1 > ON1 Layers 2019
Open the ON1Layers2019.ini file in Notepad (or similar editor), and scroll to the bottom until you see [ShowFirstRun]. Edit both entries beneath it to 'false', then save the file.
Replacing 2019 with 2020 and doing it to all three entries (ShowFirstRunResize is new) means I can start the sodding thing.
0
Please sign in to leave a comment.
Comments
15 comments