On1 2020.5 does not start
I've done several installations of 2020.5 now (incl. running the installation file "as Administrator").
Everything seems to be o.k. with the installation. But when I start the program, the splash screen shows up, closes and that's it. Nothing more. For the moment I will reinstall 2020.1. But as 2020.5 is necessary for ON1 360, I will need this version.
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You'll need to contact support about this Andreas. Use the Submit a request link below and include the information requested in this article: How to submit a problem to ON1 Tech Support - A Step-by-step Guide.
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Had a similar problem on my Surface Pro while on my DELL laptop all went well.
Even uninstalling/re-installing wouldn't solve the problem: after launching and "ingesting Presets" ON1 would crash.
I tried to get the Uninstall Tool from ON1's support site but the site returned an HTML error.I finally uninstalled it again, then cleaned all folders containing ON1 files (Program Data, App Data>Roaming). re-installed and started while holding SHIFT down all the way. It's working now.
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Hallo, ich habe genau das gleiche Problem auf meinem Desktop-Computer. Auf meinem Laptop funktionierte es sofort.
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Me too. Worked fine until I attempted to catalogue my entire "my pictures" folder from hard drive and after installing ON1 mobile on my portables and ON1 360 on this my main PC Dell XPS 15.
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Mal and Guenter,
Try holding down the Shift key while the program is starting up to see the dialog that allows you to reset the program's settings.
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Halten Sie die Umschalttaste gedrückt, während das Programm gestartet wird, um den Dialog anzuzeigen, in dem Sie die Programmeinstellungen zurücksetzen können.
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Try to install with option "for all users"
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Same problem on my lenovo p51.
reinstalled with option "for all users"...still not work.
Here are some logs as follows(ON1 Photo RAW Log):
2020-07-03 6:43:12 ON1 - Starting build: 14.1.1.8943
2020-07-03 6:43:12 ON1 - LibRaw: 0.19.5-Release
2020-07-03 6:43:12 ON1 Photo RAW 2020 - Launched Standalone
2020-07-03 6:43:13 ON1 - ONRaw: 260
2020-07-03 6:43:13 ScreenInfo - Number of screens: 1
2020-07-03 6:43:13 ScreenInfo - [0] \\.\DISPLAY1, size: 1920x1080, devicePixelRatio: 1, logical DPI: 96, physical DPI: 141.379
2020-07-03 6:43:13 ON1 - System Locale: zh-TW
2020-07-03 6:43:13 ON1 - Default Locale: en
2020-07-03 6:43:14 Analytics - DeviceID: 0000445d000010780000242300006e9d00007671
2020-07-03 6:43:14 ON1 - ****
2020-07-03 6:43:14 ON1 - ** Video Card Vendor: NVIDIA Corporation
2020-07-03 6:43:14 ON1 - ** Video Card VersionEx: 3.3.0 NVIDIA 442.23
2020-07-03 6:43:14 ON1 - ** Video Card: NVIDIA Quadro M1200
2020-07-03 6:43:14 ON1 - ** VRAM Amount: 4053MB
2020-07-03 6:43:14 ON1 - ****
2020-07-03 6:43:14 ON1 - Event (3) on line 2062 of oncorefilterrawdecodestage2.cpp
2020-07-03 6:43:16 ON1* - QSslSocket: cannot resolve SSL_CTX_set_ciphersuites
2020-07-03 6:43:16 ON1* - QSslSocket: cannot resolve SSL_set_psk_use_session_callback
2020-07-03 6:43:17 ON1 - ONExploreService::loadAlbums() loaded 0 albums; took 0 ms.
2020-07-03 6:43:17 ON1 - ONExploreService::loadPhotos() loaded 276 photos; took 16 ms.
2020-07-03 6:43:17 ON1 - ONExploreService::loadFolders() loaded 215 folders; took 9 ms.
2020-07-03 6:43:17 ON1 - ONExploreService::loadVideos() loaded 7 videos; took 1 ms.
[ 309936] 2020-07-03 6:43:17 ON1 - ONExploreStartup::run() took 29 ms.
2020-07-03 6:43:17 ON1* - QSslSocket: cannot call unresolved function SSL_set_psk_use_session_callback
[m279788] 2020-07-03 6:43:17 ON1 - Magic Size: 631x631 Fit Size: 1895x1895
[m279788] 2020-07-03 6:43:17 ON1 - Cleanup: Removed 1 tile store files.
2020-07-03 6:43:18 ON1 - Could not post new HockApp session, Network Error: Error transferring https://gate.hockeyapp.net/v2/track - server replied: Invalid instrumentation key, 3022020-07-03 6:43:18 ON1 - Could not post new HockApp session, Error: Error transferring https://gate.hockeyapp.net/v2/track - server replied: Invalid instrumentation key, 302
2020-07-03 6:43:18 ON1 - Server starting up
2020-07-03 6:43:18 ONQtServer - ONQtServer listening on 13689
2020-07-03 6:43:18 ON1 - Activation - Network Active (getLicenseStatus)
2020-07-03 6:43:19 ON1* - QSslSocket: cannot call unresolved function SSL_set_psk_use_session_callback
2020-07-03 6:43:20 ON1 - Activation - Network Active (membershipActive)
2020-07-03 6:43:21 ON1* - QSslSocket: cannot call unresolved function SSL_set_psk_use_session_callback
2020-07-03 6:43:29 ON1* - QSslSocket: cannot call unresolved function SSL_set_psk_use_session_callback
[m279788] 2020-07-03 6:46:35 ON1 - BRController::shutdown() Stop ND Listener.
[m279788] 2020-07-03 6:46:35 ON1 - BRController::shutdown() Stop ON1 Sync Listener.
[m279788] 2020-07-03 6:46:35 ON1 - BRController::shutdown() Stop ES Listener.
[m279788] 2020-07-03 6:46:35 ON1 - BRController::shutdown() Release ND Service.
[m279788] 2020-07-03 6:46:35 ON1 - BRController::shutdown() Stop PS Listener.
[m279788] 2020-07-03 6:46:35 ON1 - BRController::shutdown() Stop Preview Bridge.
[m279788] 2020-07-03 6:46:35 ON1 - BRController::shutdown() Shutdown Grid Controller.
[m279788] 2020-07-03 6:46:35 ON1 - BRController::shutdown() Stop FS watchers.
2020-07-03 6:46:36 ON1 - Starting Shutdown.
[ 204008] 2020-07-03 6:46:36 ON1 - Shutdown: Stopping the task manager.
[ 204008] 2020-07-03 6:46:36 ON1 - Shutdown: Stopping preview discovery.
[ 204008] 2020-07-03 6:46:36 ON1 - Shutdown: Stopping preview generation.
[ 204008] 2020-07-03 6:46:36 ON1 - Shutdown: Closing the sandbox.
[ 204008] 2020-07-03 6:46:36 ON1 - Shutdown: Shutting down ON1 Sync.
[ 204008] 2020-07-03 6:46:36 ON1 - ON1 Sync: Saved 0 jobs for next run.
2020-07-03 6:46:36 ON1 - Event (1095) on line 222 of oncloudconnectservice.cpp
[ 204008] 2020-07-03 6:46:36 ON1 - Shutdown: Stopping ES listener.
[ 204008] 2020-07-03 6:46:36 ON1 - Shutdown: Stopping ND listener.
[ 204008] 2020-07-03 6:46:36 ON1 - Shutdown: Stopping the photo settings cache.
[ 204008] 2020-07-03 6:46:36 ON1 - Shutdown: Stopping data sources.
2020-07-03 6:46:36 ON1* - QFileSystemWatcher::removePaths: list is empty
[ 204008] 2020-07-03 6:46:36 ON1 - Shutdown: Stopping metadata extractor.
[ 204008] 2020-07-03 6:46:36 ON1 - Shutdown: Flushing ES messages.
[ 204008] 2020-07-03 6:46:36 ON1 - Shutdown: Shutting down Explore Service.
[ 204008] 2020-07-03 6:46:36 ON1 - Shutdown: Shutting down ND Service.
[ 204008] 2020-07-03 6:46:37 ON1 - Shutdown: Shutting down the cache manager.
2020-07-03 6:46:37 ON1 - Shutdown complete in 1111 ms.
2020-07-03 6:50:44 ON1 -2020-07-03 6:50:44 ON1 - Starting build: 14.5.0.9199
2020-07-03 6:50:44 ON1 - LibRaw: 0.19.5-Release
2020-07-03 6:50:44 ON1 Photo RAW 2020 - Launched Standalone
2020-07-03 6:50:45 ON1 - ONRaw: 260
2020-07-03 6:50:45 ScreenInfo - Number of screens: 1
2020-07-03 6:50:45 ScreenInfo - [0] \\.\DISPLAY1, size: 1920x1080, devicePixelRatio: 1, logical DPI: 96, physical DPI: 141.379
2020-07-03 6:50:45 ON1 - System Locale: zh-TW
2020-07-03 6:50:45 ON1 - Default Locale: en
2020-07-03 6:50:45 Analytics - DeviceID: 0000445d000010780000242300006e9d00007671
2020-07-03 6:50:45 ON1 - ****
2020-07-03 6:50:45 ON1 - ** Video Card Vendor: NVIDIA Corporation
2020-07-03 6:50:45 ON1 - ** Video Card VersionEx: 3.3.0 NVIDIA 442.23
2020-07-03 6:50:45 ON1 - ** Video Card: NVIDIA Quadro M1200
2020-07-03 6:50:45 ON1 - ** VRAM Amount: 4053MB
2020-07-03 6:50:45 ON1 - ****
2020-07-03 6:50:48 ON1 - Event (1005) on line 516 of onstring.cpp
2020-07-03 6:52:22 ON1 -2020-07-03 6:52:22 ON1 - Starting build: 14.5.0.9199
2020-07-03 6:52:22 ON1 - LibRaw: 0.19.5-Release
2020-07-03 6:52:22 ON1 Photo RAW 2020 - Launched Standalone
2020-07-03 6:52:22 ON1 - ONRaw: 260
2020-07-03 6:52:22 ScreenInfo - Number of screens: 1
2020-07-03 6:52:22 ScreenInfo - [0] \\.\DISPLAY1, size: 1920x1080, devicePixelRatio: 1, logical DPI: 96, physical DPI: 141.379
2020-07-03 6:52:22 ON1 - System Locale: zh-TW
2020-07-03 6:52:22 ON1 - Default Locale: en
2020-07-03 6:52:23 Analytics - DeviceID: 0000445d000010780000242300006e9d00007671
2020-07-03 6:52:23 ON1 - ****
2020-07-03 6:52:23 ON1 - ** Video Card Vendor: NVIDIA Corporation
2020-07-03 6:52:23 ON1 - ** Video Card VersionEx: 3.3.0 NVIDIA 442.23
2020-07-03 6:52:23 ON1 - ** Video Card: NVIDIA Quadro M1200
2020-07-03 6:52:23 ON1 - ** VRAM Amount: 4053MB
2020-07-03 6:52:23 ON1 - ****
2020-07-03 6:52:25 ON1 - Event (1005) on line 516 of onstring.cpp
2020-07-03 6:52:59 ON1 -2020-07-03 6:52:59 ON1 - Starting build: 14.5.0.9199
2020-07-03 6:52:59 ON1 - LibRaw: 0.19.5-Release
2020-07-03 6:52:59 ON1 Photo RAW 2020 - Launched Standalone
2020-07-03 6:52:59 ON1 - ONRaw: 260
2020-07-03 6:52:59 ScreenInfo - Number of screens: 1
2020-07-03 6:52:59 ScreenInfo - [0] \\.\DISPLAY1, size: 1920x1080, devicePixelRatio: 1, logical DPI: 96, physical DPI: 141.379
2020-07-03 6:52:59 ON1 - System Locale: zh-TW
2020-07-03 6:52:59 ON1 - Default Locale: en
2020-07-03 6:53:00 Analytics - DeviceID: 0000445d000010780000242300006e9d00007671
2020-07-03 6:53:00 ON1 - ****
2020-07-03 6:53:00 ON1 - ** Video Card Vendor: NVIDIA Corporation
2020-07-03 6:53:00 ON1 - ** Video Card VersionEx: 3.3.0 NVIDIA 442.23
2020-07-03 6:53:00 ON1 - ** Video Card: NVIDIA Quadro M1200
2020-07-03 6:53:00 ON1 - ** VRAM Amount: 4053MB
2020-07-03 6:53:00 ON1 - ****
2020-07-03 6:53:02 ON1 - Event (1005) on line 516 of onstring.cpp
2020-07-03 6:56:31 ON1 -2020-07-03 6:56:31 ON1 - Starting build: 14.5.0.9199
2020-07-03 6:56:31 ON1 - LibRaw: 0.19.5-Release
2020-07-03 6:56:31 ON1 Photo RAW 2020 - Launched Standalone
2020-07-03 6:56:31 ON1 - ONRaw: 260
2020-07-03 6:56:31 ScreenInfo - Number of screens: 1
2020-07-03 6:56:31 ScreenInfo - [0] \\.\DISPLAY1, size: 1920x1080, devicePixelRatio: 1, logical DPI: 96, physical DPI: 141.379
2020-07-03 6:56:31 ON1 - System Locale: zh-TW
2020-07-03 6:56:31 ON1 - Default Locale: en
2020-07-03 6:56:32 Analytics - DeviceID: 0000445d000010780000242300006e9d00007671
2020-07-03 6:56:32 ON1 - ****
2020-07-03 6:56:32 ON1 - ** Video Card Vendor: NVIDIA Corporation
2020-07-03 6:56:32 ON1 - ** Video Card VersionEx: 3.3.0 NVIDIA 442.23
2020-07-03 6:56:32 ON1 - ** Video Card: NVIDIA Quadro M1200
2020-07-03 6:56:32 ON1 - ** VRAM Amount: 4053MB
2020-07-03 6:56:32 ON1 - ****
2020-07-03 6:56:34 ON1 - Event (1005) on line 516 of onstring.cpp
2020-07-03 7:03:39 ON1 -0 -
My first installation trials were "for all users". But I also tried the installation for one user only. The result was the same.
I didn't try to start with SHIFT pressed. I will do this later this day (after work) and post the result.
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15:00 hours UK time (BST) 4th July
My 2020.5 began to crash out again last night. I was slowly (photo shoot by photo shoot) publishing photos to 360, waiting each time for the 'Up to date' signal. I had previously Unpublished everything, moved my photos from an external SSD to an internal HDD, and I really thought I had cracked it. Then it threw me out, time after time after time.
I tried starting with the Shift key depressed, it gave me a warning notice - and it hasn't got beyond the splash screen offering One Time Edit etc since that time.
Situation was just the same today, so I installed 2020.1. That just throws me out too, as soon as it loads up. I always install with the default settings - do you think if I install 2020.1 at a fresh location, that I would get a functioning program? Would I have to physically copy presets etc from the existing location to the new one?
Regards, guys. I know most of the readers will be celebrating 4th July, but maybe someone isn't . . .
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I would completely uninstall both 2020.1 & 2020.5 then reinstall which ever version you want to use. Here is a procedure for completely eliminating the program from your system so you can install it as though it was the first time.
- Uninstall via the Add/Remove Programs
- Remove the C:\Program Files\ON1\ON1 Photo RAW 2020 directory
- Remove the directories with "2020" in their names located in C:\ProgramData\ON1
- Remove the directories with "2020" in their names located in C:\Users\<user>\AppData\Roaming\ON1
- Remove this directory C:\Users\<user>\AppData\Roaming\Adobe\Lightroom\Modules\ON1 Photo RAW 2020.lrplugin
- Remove this directory C:\Users\<user>\AppData\Roaming\Adobe\Lightroom\Modules\ON1 Resize 2020-suite.lrplugin
- Remove the 2020 files in this directory C:\Users\<user>\AppData\Roaming\Adobe\Lightroom\External Editor Presets
- Remove the 2020 files in this directory C:\Program Files\Common Files\Adobe\Plug-Ins\CC
You will loose all presets and extras you have loaded by doing this and have to reload them by hand.
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You can keep your presets, etc by skipping all the steps involving the folders inside C:\Users\<user>\AppData.
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Brian, thank you so much. I will do that, and I think I'll reinstall 2020.1, in the hope that a 'fix' for 2020.5 comes along soon. I need to root out some instructions I've got somewhere for the Presets and Extras before I start though, although I could possibly Export them from my laptop?
Thanks again - will re-post in the next few hours with a progress report.
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Yes, you can export them from your laptop to install on the desktop.
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Hi Brian
Following your very clear instructions, I am now back in operation with ON1 Photo Raw. Thank you.
I was surprised to find that MS Windows did not list On1 in the list of Apps which you can Modify or Uninstall - even after reinstalling 2020.1, it still doesn't show it! (After the re-install, I did find an Uninstall option if you right click on On1 Photo Raw in the list of programs available by clicking the Start button.
Whilst removing the Directories that you listed, I DID leave the odd 2017 and 2019 files - should I zap these also?
Although I still have Adobe Lightroom Classic on my PC, I didn't find any of Adobe/Lightroom . As they were to be removed anyway, I assume that it doesn't matter.
I'll see if ON1 has anything to say next week before I consider trying 2020.5 again.
Thank you.
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If you have removed the older 2017 & 2019 versions of the program then yes, I would trash those folders as well as they are no longer being used by anything. Actually, the 2019 folder gets put there by the 2020 installer, don't know why as it is always empty. :) Probably just an oversight when the installer was updated for 2020.
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I also removed version 2020.5 according to your instructions. But I left the directories in AppData\Roaming\ON1 , because I was not sure where my own presets are located. As I couldn't start the program, I was unable to check this. But I remembered one fact, that corresponds to the directories issue.
I noticed, that some of the settings paths were originally saved in the 2017 path. By default it was a settings path in the kind of
"...\2017\2019"
"...\2017\2020"
That means that there were separated paths for each version, but inside the 2017 folder.
When I'm sure, that my own presets are safe, I would delete all these folders of previous versions.
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By the way, now the result is the same. Photo Raw is not starting, but this time even the splash screen did not show up.
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I suspect those 2020 folders embedded inside the 2017 folders may be the cause of your problem.
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Hi, well I saw the update and like the fool we can all be like from time to timed installed it, and then we thought great some fixes and new toys to play with. How wrong I was, we get the boot intro screen (Round of applause) then we go to the program screen and after a short time a message appears "PROGRAM NOT RESPONDING". The program has died and even after and uninstall the program is lifeless just a memory of what a good program it was.
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Clive, how did you uninstall the program? Did you run the uninstaller then reinstall or did you use the process I described above to completely remove all of the program's pieces from your system first? Have you tried pressing the Shift key during startup so you can delete the program's settings files? If you do the complete uninstall I've described that won't be necessary as those will have been removed already and the program will create new clean copies when it is launched for the first time.
There was a Windows update recently that may have affected the system's graphics and video card driver settings. Be sure things are set according to this article: 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.
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Hi Brian, I used the Windows to uninstall the program but on Monday when I a bit more awake I will try what you what said, Thank you for your help.
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With the version dated 2020-07-09 now installed, I'm able to work. There are perhaps some minor issues, but I will test the program now and will giv feedback then.
Thanks for the team for fixing it.
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