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2020 hangs after almost every action



  • Rick Sammartino Community moderator

    Yes, it's been reported but you should still send in a support request. The more info On1 has about the problem, the more likely they can find the cause. Add as many details as possible and include the standard requested info.

    Here's the link if you don't still have it.

  • Arthur Olsen

    I had the the same problem. I tried to submit a support request, but for some reason I was unable to attach a Canon CR2 file to the request. It kept giving me the message the attach operation was taking too long. All of the other requested files (system info, ON1 log file, side car files attached successfully) so I gave up.

    Once ON1 got into this mode, it became totally unusable - stayed in the not responding mode forever. Exiting and restarting the program did not make it work. In fact sometimes it would crash immediately upon restarting. Sometimes it would launch okay but would freeze immediately upon switching to edit mode. The good news is that I still have ON1 Photo RAW 2019 on my computer. Since I had some photos I needed to process over the weekend I used it. I may just me a coincidence, but since running 2019, 2020 is now functioning normally again. Go figure.


  • Brian Lawson Community moderator

    RAW files are too big to be attached to the email message created by the support request system. You have to upload them to some web sharing site like Dropbox or WeTransfer then include the download link in the support request.

    Have you tried reinstalling the program? How about resetting it by holding the Shift key while the program starts up. You'll see a prompt asking if you want to delete the settings file; answer Yes. If that does not work I would completely remove 2020 from my system wiping the slate then reinstall it. That will put it back into the state it was in when you first installed it.

    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

  • Arthur Olsen

    Thanks  for the reply. I had already tried reinstalling the program but that didn't help. Resetting by holding the Shift key while starting the program seems to have resolved it at least for now.  Time will tell if it is a permanent fix. Even if it is not, at least I now know how to get back in business if it happens again.

    It strikes me as odd that the problem reporting system wants you to provide the files you're working on when the problem happens yet doesn't support uploading RAW files. The program name isn't ON1 Photo JPEG. I don't use Dropbox or any other cloud based sharing service.

  • Brian Lawson Community moderator

    Dropbox and WeTransfer are both free. I use DropBox but leave it turned off until I need it.


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