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Newest Update Crashing



  • Rick Sammartino Community moderator

    If it were me, I'd start with a clean re-install. That's going to take a bit of work though backing everything up, so it's your call.

    Also updating the video card driver is important too.

  • Patrick Dove

    I had problems with the 2017 versions, when I upgraded to 2018 it was fine till the midyear update, then many problems so I refused to upgrade to 2019.  Many crashed and reinstall later with no response from tech support, I had to email the company about the problems.  They then blamed it on my graphics card, yet all other editing software worked just fine.  I had my IT guy look at the crash logs and it was a C++ problem not a graphic card issue.  So I am trying the trial version of 2019.6 and am having the same problems now again and its also destroying my image files.  Filled out new crash reports and emails to no response.  This is not a good sign for them as a company.

  • Richard Wise

    Hi Rick, I did a complete uninstall/reinstall of 2019.6 and ON1 seems to work better.I'm still having an issue with masking and creating a Stamped imagine.  I hope that ON1 will correct a lot of these issues before trying to promote the new 2020 version. I would have a lot more faith in the new product if the old one worked probably.

  • Rick Sammartino Community moderator

    Rick, I think On1 was finally able to reproduce the stamping problem, so, fingers crossed and hoping that will get fixed in a final update.

  • Rick Sammartino Community moderator

    Patrick, if C++ is the problem then a full uninstall/reinstall should fix it. You would probably don't need to uninstall On1, but manually uninstall C++ in order for it to be re-installed properly when running the On1 installed again.

    Also, On1 is non-destructive, what makes you think it's destroying your image files?

  • Carlos Fuentes López

    No matter what they do, I think the problem is ON1. I am experiencing a lot of problems with this software, the rest of the programs installed on my PC work without problems. The program hangs but it does not seem that I am using the power of the processor because in my case it works at 4%. Ram memory is still available when the program is in trouble. When the processor runs ON1, it doesn't even know, but the program hangs up and slows down like a turtle.
    Basically the software is not using the power of the machine. It doesn't matter if you have 1,000,000 Gb or 4,000,000 Hz and so to infinity, the program will not use them.

    At least in my case.

  • Brian Lawson Community moderator

    Carlos, have you configured your system so it ON1 can make full use of your video card? Make sure you have downloaded the latest drivers from the card manufacturer's site and configured them according to this article: 

  • Jill

    Rick S.:

    Is there no way to remove only one version of On1? For example,only remove 2019 but leave Effects 10.5, 2017 and 2018 alone?

    I would not want to remove the other versions (well, except maybe 2018!)

  • Rick Sammartino Community moderator

    Jill, not if you use the script for a clean re-install. You could try a standard de-install and then manually delete just the folders that apply to that version, but that won't clear anything out of the windows registry.

    Before you do anything drastic, make sure you've done the other things first...

    1. re-install as Admin with Antivirus off
    2. make sure video driver is properly up-to-date
    3. make sure the driver is set properly per the link in Brians post.

    If you still have a problem you can open a support ticket and see if On1 has any better suggestions for you.


    I'm finding that the newest update has a very hard time running on my HP Elitebook 8470p, which was okay with earlier versions.

    Worst symptom is crashing abruptly on export (mostly, it crashes other times), losing all of the changes since the last one. A couple of times, the .on1 file survived, but was apparently corrupt. 

    Annoying symptom is that "Save Settings as Preset" just hangs. There's a second ON1 window accessible from the task bar, but nothing happening in it. Can't do anything in the primary window. Close the second one and the primary survives, but no presets are saved. 

    Honestly, I'm getting sick of all of the quality issues with ON1. And it really fries me when the announce all sorts of new features for 2020 while making 2019 buggier and buggier. 

    I'm this close to springing for the Creative Cloud ransom at this point.

    And don't tell me to "do a fresh install." It's insane that we should have to do that to make this thing work!


  • Tomas Nilsen

    I feel you i really like and hope that ON1 photo raw will be the "king" for editing software. But 2020 has more crashes and feels like a beta. we buy the software and wanna use it, not spend our time on forums and try to find solutions

  • William Attard McCarthy

    Same here, can't use the software.  Have spent the last valuable couple of hours re-installing.

    No luck.

    Crashes a couple of seconds after opening.  This started when I installed the latest update.

    Can't use the software anymore...thinking of going back to a more stable program...


  • Richard Wise

    Try Revo Uninstaller, it's a free program that completely removes all files including hidden ones.  The main question is what system do you have and do you have a good video card.  You need a decent amount of RAM and an updated video card software to run ON1 effectively. 


  • Brian Lawson Community moderator

    Here are the steps to remove ON1 from your system if you prefer to do it manually.


    1. Uninstall via the Add/Remove Programs 
    2. Remove the C:\Program Files\ON1\ON1 Photo RAW 2020 directory 
    3. Remove the directories with "2020" in their names located in C:\ProgramData\ON1 
    4. Remove the directories with "2020" in their names located in C:\Users\<user>\AppData\Roaming\ON1 
    5. Remove this directory C:\Users\<user>\AppData\Roaming\Adobe\Lightroom\Modules\ON1 Photo RAW 2020.lrplugin 
    6. Remove this directory C:\Users\<user>\AppData\Roaming\Adobe\Lightroom\Modules\ON1 Resize 2020-suite.lrplugin 
    7. Remove the 2020 files in this directory C:\Users\<user>\AppData\Roaming\Adobe\Lightroom\External Editor Presets 
    8. Remove the 2020 files in this directory C:\Program Files\Common Files\Adobe\Plug-Ins\CC




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