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  • Brian Lawson Community moderator

    Hi Sarina,

    I'm unclear on what you mean by "will not load". Are you saying you try to launch the program and nothing happens? Nothing at all? Do you see any error messages? Did the installer finish the installation without any errors?

    You said you "download(ed) the exe from a different location". What exe, the installer? What location did you get it from?

    The biggest problems Windows users have with getting the program to run properly is with their video card drivers being out of date and/or improperly configured for ON1's use. There are instructions on how to download the latest drivers from the video card manufacturer (Windows update do not always have the latest drivers and can install older versions over what the user has already installed) at https://on1help.zendesk.com/hc/en-us/articles/115000551608--OpenGL-3-3-and-Later-is-Required-How-to-Update-Video-Card-Driver-Windows-Only-Photo-RAW 

    I'm going to recommend that you completely uninstall the program and reinstall it from scratch. The uninstaller that comes with the program does not remove everything and if there is a problem with the parts that get left behind a new installation may not fix that. Here is the process I use.

    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

    So to sum up.

    • Uninstall the current version of the program.
    • Download, install, and configure the video card drivers per the link above.
    • Reinstall the program after restarting the computer.
    • There is also a problem with the installer where some users do not get the correct version of a code library the program relies upon. After installing the program you can download and install the proper library from https://www.microsoft.com/en-us/download/details.aspx?id=14632. I don't know if your installation will suffer from this problem or not but installing the library won't hurt anything if it isn't needed.

    You will also want to configure your anti-virus software so it ignores the ON1's working space otherwise it will be checking every single thing the program writes while you are editing and that will cause a huge performance hit to Photo RAW. You want it to ignore the location your photos are stored in as sidecar files and new image files are constantly being written to and updated while editing. You also want it to ignore C:\Users\<user>\AppData\Roaming\ON1 where the program maintains its internal databases and stores its temporary work space (scratch space).

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  • WILLIAM BOSWELL

    Sarina, I have had a similar issue on 2 of my computers and followed precise instructions from tech support to the letter, except for uninstalling Symantec Endpoint.  I ran the cleaning script, rebooted the machine, installed as Admin, set the nVidia card up and have the latest drivers, etc.  I did turn Endpoint off for the install and ran CCleaner 3 times in a row until it did't catch any registry defects.

    If I go to several particular folders on either computer (dekstop and new laptop), the program crashes out.  It sometimes reports a defective PSD file in a folder as the cause of the crash, but old Photoshop CS6 has no issue opening the file.

    I am extremely frustrated and have wasted many hours trying to resolve this on 2 different computers.

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  • Brian Lawson Community moderator

    William, ON1 is not compatible with everything that can be done in a .psd file. I've had to go through all my old file with smart filters and other things and flatten them so ON1 could work with them. They would view fine, I just couldn't edit them. I couldn't even use the command Send to Photoshop and send the original file because ON1 still wanted to render it first. I would duplicate your psd file and flatten the duplicate then try it in ON1 again and see if the program still crashes.

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  • WILLIAM BOSWELL

    Actually just the presence of the PSD in a folder was enough to crash On1.  I was not making any edits to the PSD from within On1.  Same issue with one folder of 94 jpg images...just trying to Browse it crashes On1.

    No other program crashes out.

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  • Brian Lawson Community moderator

    It doesn't matter if you were editing it or not. It still has to be rendered to generate an accurate preview. It also does not matter what other programs do. It's ON1 we're talking about here. Try flattening a duplicate of the file and see if the program still crashes.

    Either way you should report this to support so the program can be fixed. Compress the .psd and any sidecar files for it and upload the to a sharing site like Dropbox or WeTransfer and include the download link in your support request. Also include the information requested here: https://on1help.zendesk.com/hc/en-us/articles/360018405111-How-to-submit-a-problem-to-ON1-Tech-Support-A-Step-by-step-Guide 

    Check the folder filled with jpegs with the free program Bad Peggy. There could be some jpegs with non-standard formats that ON1 does not support.

    If you'd like to post a link to your psd file I'd be glad to give it a try on my system and see it the program crashes for me.

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  • WILLIAM BOSWELL

    Thank you for the suggestions.  Bad Peggy found 1 file in the folder with 94 jpg files.  All these jpgs were created with On1 2019.

    I removed the 1 jpg identified as bad and On1 still crashes in that folder.  I rescanned it with Bad Peggy and it did not flag any other files as being corrupt.

    Here is the PSD which is a rather lame attempt at a composite at WeTransfer.  https://we.tl/t-Qod8cGLUSg

    I also have several other folders with images taken this year and the jpgs exported from On1 that also cause crashing.

    So we have 2 possible issues...On1 might be generating defective jpgs that cause crashing and second, On1 is not properly trapping the error but is instead crashing the whole program.  The first issue is concerning, the second is inexcusable.

    I have reported all this to tech support and sent several crash dumps.

    Thank you for the offer to assist.

     

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  • Rick Sammartino Community moderator

    When I try to browse with that file in the folder, On1 goes into a never-ending 'Not responding' and I have to kill it to recover. I've tried it 3 times now, if that file is there, On1 gets stuck.

    It also doesn't open in Irfan or Windows photo viewer, but it does open in Photoshop.

    I would say it's just an incompatible format.

    I'm using On1 with Windows.

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  • Brian Lawson Community moderator

    The .psd file crashes my Mac immediately upon viewing the folder containing it. I flattened it then used Save As to create a new copy and that crashed ON1 too. Saving it as a TIFF works.

    There is something off about that file.

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  • Brian Lawson Community moderator

    Nice photo BTW.

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  • WILLIAM BOSWELL

    Numerous back and forth messages with On1 Support for crashing while Browsing with 2020.1 on TWO different Windows 10 computers.  Each computer is 100% up to date for drivers and Windows updates, scanned with Symantec Endpoint, CCleaner, Malwarebytes, and Windows Defender.

    The only solution from support to the NTDLL.DLL crashing is a complete fresh install of Windows.

    I did the 45 minute refresh of Windows and the problem is still there while Browsing several folders.

    2020 worked perfectly on each computer, the .1 revision is the problem.

    Really frustrated at how much time I have wasted and no solution from support.

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  • Rick Sammartino Community moderator

    Maybe instead you should be looking at what you're browsing. Is there one folder that you can browse consistently without crashing and another that always crashes when you browse it? If so, then that's what you need to investigate.

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  • WILLIAM BOSWELL

    Thank you Rick.

    I believe there are 2 possible issues. 

    1) some image(s) in the folder I am actively browsing is (are) causing the crash, or 

    2) while On1 is doing a background cataloging of a folder other than the one I am in, an image there causes the crash.  If this is the cause, I would have to slowly add back 80-100 different folders (70,000 images) to determine where the problem is.

    All the jpgs I have created in the past 2-3 years from NEF files have been generated exclusively by On1 Photo Raw.

    I ran the Badpeggy program and it flagged most GoPro 7 jpgs as having a problem but Photoshop CS6, On1 2020, and Irfanview have no issues opening them.

    Regardless, why is On1 unable to contain the crash from a problem image? This is a basic part of QA testing.

    I would much rather see the bugs removed from On1 than new things like 360 or mobile or video editing.  3rd party forums are often not kind when discussing stability.

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  • Brian Lawson Community moderator

    I would have to slowly add back 80-100 different folders (70,000 images) to determine where the problem is. Do you know about binary searches? Start by removing half the images. If the program does not crash you've eliminated 50% of the possible suspects. If it crashes remove another 50% of the remaining; if it does not crash add 50% of what you've removed. This reduces the number of testing rounds considerably.

    To do this I would have 2 holding folders, tested and untested. Move half the catalog contents into untested. If the program does not crash move all those images into the tested folder and move 50% of the untested back to the catalog. Rinse and repeat until all images are in tested then you can move them all back to your catalog.

    I ran the Badpeggy program and it flagged most GoPro 7 jpgs as having a problem but Photoshop CS6, On1 2020, and Irfanview have no issues opening them. I had the same thing happen, BadPeggy found images that all my other software would work with but ON1 did not. I did some research on the jpeg file format and found there are a couple of standards for them. Some of those "standards" have not been as widely adopted and images using those standards cause problems for the program that don't work with them.

    [W]hy is On1 unable to contain the crash from a problem image? I agree, the program needs to be more fault tolerant. The way to make that happen is to send support the problem images along with the crash logs so they can either adopt the standard or handle the file without crashing.

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  • David Kick

    Fortunately I have not yet ran into the issue with bad files. It would be nice though if they could at least handle the files without crashing and show a dialog box indicting they were incompatible files along with a log file that listed them so the user could take action. 

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  • David Kick

    William I should have added, I have read though these posts and have not seen the recommendation to check On1's Corruptfiles.log and Lastruncorruptfiles.log.  Path can be seen below.

     

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  • WILLIAM BOSWELL

    Thank you for the suggestions David and Brian.

    Brian, although that is an excellent suggestion, I am not really interested in spending the amount of time required to basically do 14 wipes of the catalog while suspect files are slowly added back in.  The program should trap any errors in defective files and this should have been addressed in Beta testing...not on paying users.

     

    David, I checked those 2 files and only the CorrupFiles.log existed and it was empty.

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  • WILLIAM BOSWELL

    For those following along at home, I sent a folder of jpgs that would 100% crash either of my computers while browsing, including the laptop with the fresh install, to support.

    As I expected, browsing the folder caused the support computers to crash as well.  I was told a trouble ticket has been created and it will be addressed at some future time.

    This is the same folder of 94 jpgs where Bad Peggy found zero issues.

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  • Brian Lawson Community moderator

    Would you mind posting a download link for them? I'd like to take a look myself it that's alright.

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  • WILLIAM BOSWELL

    If there is a way to privately DM me I can do that.  I prefer to not post the folder link here.

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  • Rick Sammartino Community moderator

    I wouldn't mind trying it either. If you could upload a couple of them to WeTransfer and post that link here, it will automatically expire in a week.

    https://wetransfer.com/

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  • WILLIAM BOSWELL

    I've used Wetransfer for quite a few years but I still don't want just anyone reading this thread to have access to the files, even if only for a week.

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  • Brian Lawson Community moderator

    The forums don't have a way for us to communicate directly and posting our email addresses is even less desirable than posting the link. How about putting them up for an hour then removing the files from retransfer or just delete your post here that contains the link.

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  • WILLIAM BOSWELL

    Thanks for the suggestion but I am going to wait for a resolution from tech support.

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  • Brian Lawson Community moderator

    Are you Bill Boswell in the Facebook ON1 Photo Community? If that's you we can PM there to swap the download link.

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  • Brian Lawson Community moderator

    Thanks for the link Bill. There are several images that show in Bridge as being in an Untagged. I moved all of those into a sub-folder and was able to view the Africa ALL folder. When I first viewed the images before separating the untagged files ON1 did crash as I suspected it would. When it started back up I was presented with a dialog telling me that the file _85I5308.jpg had caused the program to crash and it would be ignored. I moved all but that image back to Africa All and was able to view them.

    There is something about _85I5308.jpg that is tripping up the program. I could open it in Photoshop but I could not fix it so Photo RAW would work with it.

    You might want to pass that info along to support and save them some troubleshooting time.

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  • WILLIAM BOSWELL

    Interesting.  I will pass it along to support.

    Thank you for the feedback.

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