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ON1 2020 doesn't save edits anymore and Support from ON1 is not enough.

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27 comments

  • Brian Lawson Community moderator

    plist files are text files programs use to store settings like user preferences and the state of the program when you quit, etc. If one of those files becomes corrupt it can cause the owning program to misbehave. Trashing or resetting them has no effect on the program as it will simply create new ones as needed. Pressing the Option or Shift key while the program is launching causes the program to put up a dialog asking you if you want the programs settings to be reset. That will clear out any corruption that may be in them.

    When you wiped your hard drive and reinstalled everything did you migrate your user data from a backup to reload it? If you did that and if there was any corruption in the program's plist files you put that corruption back into place which negated the clean reinstall of the OS & software.

    Here is what I would do. (I am a Mac user if that helps your confidence in my suggestions.) I would do the settings reset thing first. If that does not fix the problem I would completely uninstall ON1 and all preferences and user files it creates so you can reinstall it as if it was the first time you've ever installed the program. This will not affect your image files and their sidecars so you will not loose any edits or metadata changes you've made to this point.

    Here is the procedure for completely uninstalling the program.

    Delete the following files and folders:

    1. /Applications/ON1 Photo RAW 2020
    2. /Library/Application Support/ON1
    3. /Library/Frameworks/ON_____.framework                                  There are 4 of these
    4. ~/Library/Application Support/ON1  — Make sure to export all your presets first so you can import them after reinstalling
    5. ~/Library/Caches/com.ononesoftware.ON1PhotoRAW____       There are several of these
    6. ~/Library/Caches/ON1 Photo RAW 2020
    7. ~/Library/Preferences/com.ononesoftware.ON1______              There are several of these one for each program module
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  • Leonie Brok-Elfering

    At the moment I have a new clean installation of Catalina and a new installation of ON1. I only put part of my files back by just copying them from an external drive to my harddrive and let ON1 make a new catalog of those. I didn't migrate my userdata from a backup.
    I will try the settings reset first.

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  • Leonie Brok-Elfering

    The settings reset didn't work. I don't know what reinstalling still can bring to me without knowing what is wrong. In my former installation of Catalina I reinstalled ON1 over 20 times with the script of https://on1help.zendesk.com/hc/en-us/articles/206500417-Uninstall-the-ON1-Software-Products as Stevie said. None had any result.

    Now I have a clean install of ON1 on a clean install of Catalina. What can a new install bring to me without having found any reason or without making any change before?
    I wonder what a former update could bring to me or the first version of 2020. Do I have to go back on Mojave?

    I also wonder if another system could see one of my files with a sidecar as an edit. But I cannot include one here.

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  • Brian Lawson Community moderator

    The uninstall scripts that come with the program do not delete everything the program installs, pieces get left behind and if the problem lies with one of those pieces the problem does not go away with the uninstall-reinstall. The procedure I outlined above deletes everything the program installs and creates with the exception of the .on1 & .xmp files which hold your editing data.

    I cannot guarantee my procedure will solve your problem but it is still the recommended next step in troubleshooting the problem. It is up to you to take that step or not. It certainly won't hurt anything to try however.

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  • Leonie Brok-Elfering

    Thank you, I will!

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  • Brian Lawson Community moderator

    Let us know how it goes. If that does not work (it has always solved problems like this for me) you will have to work with support to get it figured out.

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  • Leonie Brok-Elfering

    In ~/Library/Caches was only one com.ononesoftware.ON1PhotoRAW2020.premium.
    In ~/Library/Caches/com.plausiblelabs.crashreporter.data was also a com.ononesoftware.ON1PhotoRAW2020.premium (see picture). I didn't remove that yet.

    There was no ~/Library/Caches/ON1 Photo RAW 2020.

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  • Leonie Brok-Elfering

    In the end I also removed the map under com.plausible.crashreporter.data before I reinstalled ON1.
    After reinstall I didn't make a catalogue, just went to my files. ON1 saw about 75% of the edits I made. When I tried to edit a file, that I didn't edit before, it didn't succeed. I could edit, but ON1 didn't save.

    I really think everything is due to the last update. Can you tell me please where I can find 2020.0.1 (14.0.1.8205)?

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  • Rick Sammartino Community moderator

    If you didn't save that install file yourself, you can request it from tech support. In your original post you mentioned that you already talked to tech support, you can re-open that support request, add your new info and request the file there.

    Click on your name at the top of this page, select 'see my requests' , find the one for this problem and re-open it. You can attach a link to this thread as an update if you like.

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  • Brian Lawson Community moderator

    Things have changed more with Catalina than I knew. I'm not running it yet because it still has too many problems for my tastes. On my Mojave system com.plausiblelabs.crashreporter.data appeared to be a document, not a folder so I didn't bother looking into it. :)

    I still recommend removing _everything_ with ON1 or onone in its name before reinstalling.

    After this I'm out of ideas and you'll have to wait for support to respond, sorry.

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  • Leonie Brok-Elfering

    Brian, do you think I would have a better chance when I go back to Mojave with the last version of ON1 instead of Catalina with version 2020.0.1 (14.0.1.8205)?

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  • Brian Lawson Community moderator

    Version 8289 is a minor bug fix for 8205. There were no performance tweaks so I would run 8289 if possible.

    I have very limited experience with Catalina so I can't speak from experience. All I know is that there are Mac software vendors who recommend staying with Mojave for various reasons. Personally, while I do not use Photoshop very much any more, I'm not yet ready to give up my copy of CS6 which will not run under Catalina so I have yet to upgrade.

    I'm running 8289 under Mojave on a 2017 MacBook Pro without any major problems. I get quite acceptable performance given the limited GPU and RAM in my system but I've added a dedicated SSD for ON1's Scratch space and PerfectBrowseCache.

    I don't know why the sidecars are not being saved for you. I can only imagine it has something to do with Catalina's more strict permissions and security features that could be causing problems for Photo RAW.

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  • Leonie Brok-Elfering

    Thank you for your answer. I will keep your thinking in mind. Tending to try 8205, while I am still on Catalina first and when it doesn't work go back on Mojave.

    I am grateful for your help. Thank you! I will share when I find a solution.

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  • Peter Gude

    I have had empty sidecar files on my NAS drive when connected via Finder (Apple file protocol)

    This happend randomly when editting photo's from the NAS and my edits were gone(but the sidecar was still there). 

    Connecting to the NAS via NFS seems to work better, but a local drive is i think the most save to use.

    I also use an ext SSD for the cache and scratch, this improved performance and i have also not experienced the lost edits since i use NFS and the SSD.

    Groet, Peter

     

     

     

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  • Leonie Brok-Elfering

    I am on Mojave now and my first attempt to install ON1 lead after a few successful edits to the old situation in which a couldn't save my edits anymore.
    I discovered that when the problem starts:

    • I cannot save edits. No sidecars after an edit on that file in my directory.
      I cannot save presets nor add a new category to presets.
      I cannot make a new style in Effects.
      I can do an edit and make an export to .jpg before I go back to develop.

    I did a new clean install of ON1.
    Viewing my directories in Finder, I found out ON1 had created sidecars on places I never edited before. This started when problems started, so I saw on the dates of all those sidecars. So I didn't make a cataloged folder, just opened a directory in ON1 and in Finder. I compared them and removed all the sidecars (.on1 and .xmp), that didn't show an edit in ON1.
    After that I still could edit.
    I made a cataloged folder from three folders, that were cleaned as I described. I still can edit.
    Brian, do you think than the problem was I had a catalogue with corrupted files? Is this a good approach?

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  • Brian Lawson Community moderator

    Have you verified the file system integrity on drive? There is no way the program should be putting sidecar files anywhere but the folder containing the photo they were created for. The only way I can see for that to happen is if the drive's directory structure is messed up. Disk Utility's First Aid function is a basic starting point. Programs like TechTool Pro and Disk Warrior do much better jobs but you have to purchase them.

    I don't know if the catalog could be the source of the problem, sorry. Since the problem is happening under multiple OS versions it would seem the OS isn't the source of the problem. If it was the ON1 program I would expect others to have seen it as well. That leaves something about your specific machine to be the cause. Of course this is all speculation on my part since I don't have access to your system to troubleshoot the problem myself.

    I honestly do not know where to go from here except to refer you back to tech support.

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  • Leonie Brok-Elfering

    File system integrity is on.
    It is not that the program is putting a sidecar somewhere else. It is creating sidecars for photos that I didn't edit.
    I will look for TechTool Pro and Disk Warrior, I didn't know about them. Thank you for that.
    Apples side advised EtreCheck to check my Mac and I bought that. The check I made I did sent to support last night as a reaction on their advice. In their advice they only said to make a new clean install, but I tried that over 20 times now.
    We have a time difference, because I always have to wait another 24 hours.
    Hope they have better news for me.
    Thank you so much for your advice.

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  • Rick Sammartino Community moderator

    Don't worry about On1 creating sidecars. It will do that whenever it needs to. You don't have to edit a photo to create one, any change including metadata and ranking will create a sidecar.

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  • Leonie Brok-Elfering

    In my last test with only a few cataloged folders, from where I moved out all the sidecars, who didn't show an edit in ON1 and with a clean install of ON1 I could edit for relatively long time. I did over 25 edits. Then it stopped, an edit no longer produced sidecars, so no edits saved. 

    I did then a Full Self-test of my harddrive with DriveDX, that didn't find errors.
    So the only possibility left is my memory.
    I don't have original memory of Apple. I have OWC 32 GB RAM (2x16GB) iMac 2019 (OWC2666DDR4S32P-iMac).
    I don't have any problems on my Mac, only with ON1.

    But I think it is a good idea to test the RAM too. I did the Apple Hardware test on my Mac by pressing D after start. It did find no mistakes. My Mac is only half a year old.

    Do you know if there is another way to test your memory?

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  • Brian Lawson Community moderator

    When you import your images are you applying any metadata or presets to them? That would create sidecars for images you have not yet edited.

    The grand-daddy of memory testers is memtest86. It is free. It installs on a flash drive which is then bootable. Reboot your system from the flash drive and let it do its thing. OWC has a good reputation for memory, I use their stuff too.

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  • Leonie Brok-Elfering

    Thank you, Brian, you put my mind a little at ease. I'll try memtest86! Thank you!

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  • Leonie Brok-Elfering

    I did the test. Horrible. I have 10044 errors and then the test stopped, when test 4 was on 2%: Test has aborted due to too many errors. This is the first time in my life I bought something what is not original. This memory is only half a year old.

    Is this an exception, is the question. But I believe we put the finger on my problem.

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  • Brian Lawson Community moderator

    As I said above, I've used memory from OWC and it has always been good. Like any manufacturing process, it is to be expected that some will be bad. It is unfortunate that you got caught.

    I would contact OWC and see what they have to say. You should  be able to get it replaced for free. From their web site, "With such quality assured performance, OWC brand memory is backed by an industry leading lifetime advanced replacement warranty and 30 day money back guarantee. If you need your OWC brand memory replaced, we will ship to you the same or next business day."

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  • Leonie Brok-Elfering

    I want to thank you very much, Brian! Without your patience with me and your good advice I would not have found the solution. Support was much to busy to help me. And I also was not patient enough to wait over 24 - 55 hours all the time for answers. 

    THANK YOU!

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  • Brian Lawson Community moderator

    You're welcome Leonie. I'm glad I could help and I hope the replacement memory fixes the problem for you.

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  • David Kick

    Leonie, Just a thought have you tried removing and re-seating you RAM. Sometimes, if they weren't fully seated originally, the RAM works for a while but work loose over time due to heating and cooling vibration etc. .  May not be it but it's free to try. ;-)

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  • Leonie Brok-Elfering

    Thank you, David, I will try!

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