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ON1 2020.5 Crashes

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9 comments

  • Brian Lawson Community moderator

    Hi Harry,

    Sending a crash log will not get a response unless the engineers have a question for you.

    • Which OS are you running?
    • Have you tried resetting the program's preferences? Press the Shift key while the program is launching and you'll see a dialog with options for resetting your personal preferences or the entire program's preferences to return it to a newly installed state.


    • Have you tried reinstalling the program?

    This can also happen when the Browser is looking at a folder which contains some file that is causing the crash. Resetting the preferences will reset the current browser pointer so navigating back to that problem folder could cause the program to crash again. If this happens move all the files to a temporary hold file with the Finder or Windows Explorer. Launch the program again, browse to the now empty folder, then go back to the Finder/Explorer and start moving files back in one at a time.

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  • Harry Cartner

    I'm running Windows 10. I installed the latest version 2020.5 (which also crashed 3 times on me). I have not reset the programs preferences. I will try it. As for emptying the folder and bring them back in one by one is just crazy. There's hundreds of images in that particular folder. ON1 needs to start fixing their bugs before releasing new products.

    Also, I don't really expect acknowledgement for Crash Reports but I've sent in 3 Support Requests and haven't heard a word about them. Usually Stevie or someone else sends an acknowledgement. It's very simple to send an automated acknowledgement so that clients actually know ON1 has received it.  

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  • Brian Lawson Community moderator

    It's odd that you are not receiving automated responses from the support requests.

    It isn't a bug in the program if the data being fed to the program is corrupt. If there are jpegs in that folder you can use BadPeggy to find them. If one at a time is too much work then use a binary search method. Move half at a time. If the the first half is OK, move them out to a second temporary folder so you know what's verified as good. When the program crashes again move half of the last move back to the 1st temp folder. Rinse and repeat and you'll quickly narrow down the problem even with hundreds of files. Move the sidecars with the image files.

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  • David Kick

    Harry, a question, when you say you've sent in crash reports is that from within the app via a dialog to send a crash report or did you actually create and submit a support ticket? If from within the app I highly doubt you would get a response from support because that is probably anonymized information and they wouldn't know who it came from. 

     

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  • Brian Lawson Community moderator

    Here is how to get the actual crash log to support on a Mac. I'm not sure how it's done on Windows, I'll have to take a look through the Knowledge Base for the instructions.

    When a program crashes you'll get a dialog (eventually) displaying a crash log. I'm sure you've seen these. They are sent to Apple who may or may not forward them to the developer. When you see that window click inside the crash log, press Cmd-A to Select All, then Cmd-C to copy it to the clipboard. You can send it to Apple, Cancel it, or use the Reopen button to launch the crashed program again.

    Once ON1 gets running again it displays its own crash report window minus the actual crash log asking you to tell them what you were doing that caused the crash. Explain that then press Cmd-V to paste the crash log into the window and send it on its way.

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  • Harry Cartner

    I did as Brian suggested hold Shift while ON1 launches. Same problem. Program crashed again and I lost all my work. I'm done.

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  • Sandy Hill

    I've been away from photography for a few years and just did brand new Photo Raw 2020.5.1 (latest version) on Windows 10.  It is a brand new clean install.  I opened a photo cropped it, when to adjust the tones and the program crashed.  I have not been able to get the program to stay open long enough to do anything.  I've been an ON1 customer since the software come on the market and am part of the grandfathered On1 Pro Plus family.  My Windows 10 is up to date and I'm running an intel i7 3.10 GHz and 64 GB of ram.  My Mac is older.  I suppose I can try it on my Mac.  I use to do my photo processing on Mac but Windows give me more processing power. I do like Mac better than Windows but want it to work on both operating systems.

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  • Ligia Cuevas’Johnson

    I am having the same problem, I followed all the instructions above mentioned, reinstalled the software several times, and nothing has change. The program keeps crashing. Any suggestions? Ideas or perhaps a video detailing what we should do to fix the problem. 

    Thanks, Ligia

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  • Rick Sammartino Community moderator

    You should report the problem to On1 tech support. Tell them what's happening and what you've already done to try and fix it.

    https://on1help.zendesk.com/hc/en-us/articles/360018405111-How-to-submit-a-problem-to-ON1-Tech-Support-A-Step-by-step-Guide

    https://on1help.zendesk.com/hc/en-us/requests/new

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