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Crash while searching in a specific catalogued folder

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30 comments

  • Rick Sammartino Community moderator

    No, I haven't seen this problem before.

    If support didn't mention it, you could try resetting your settings.

    Hold the SHIFT key when starting up. Youll get a menu. select Delete Settings

    Don't select reset Photo Raw or you'll lose your catalogs.

     

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  • Zabo

    I don't think it's a settnngs problem, there is a call for a specific library that causes the crash... [see image of the event viewer]

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  • Brian Lawson Community moderator

    I just tried this and I got a crash too. I did NOT enter any search criteria, just selected one of my cataloged folders and it crashed.

    Tried it again with some search criteria and it crashed again. Definitely a problem for me.

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  • Zabo

    Yep, I had a feeling it was defintely a bug...
    However support (after 14 days of investigation) has told me also that "crashing is addressed on frequency of occurrence as it is generated in our crash databases. We work to address all high frequency crashes being reported. Unfortunately we are unable to resolve all crash occurrences."
    So I guess very few people are doing searches limited to a specific catalogued folder...

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  • Brian Lawson Community moderator

    It crashed again immediately after deleting my settings.

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  • Brian Lawson Community moderator

    Do it about 20 times in a row sending all the crash logs so the crash frequency goes up. 😁

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  • Zabo

    :-))
    I already did it!
    I hope more people will do it after reading this post... ;-)

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  • Brian Lawson Community moderator

    Zabo, is the cataloged folder you are selecting also a sub-folder of another Catalog? In other words, I have catalogs for my Pictures folder and the Pictures\Alpha folder. I've been using the Alpha catalog. Going to try the root folder next.

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  • Zabo

    No Brian, I do not have sub-folders catalogued.
    They are though sub-folders of other NON catalogued folders.

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  • Brian Lawson Community moderator

    It crashed when I used the root Pictures folder too. My next step is to delete all the catalogs but that one.

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  • Zabo

    That should not happen anyway.
    Here is kinda late, going to bed, I'll see tomorrow if you got some results...

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  • Brian Lawson Community moderator

    Still crashing with only the one Catalog. All we can do now is wait. :(

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  • Rick Sammartino Community moderator

    Sorry, but it's working fine for me.

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  • Brian Lawson Community moderator

    Rick, are your photos on an external drive? Mine are.

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  • Rick Sammartino Community moderator

    No, all internal.

     

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  • Brian Lawson Community moderator

    I wonder if that is the difference.

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  • Rick Sammartino Community moderator

    External also seems to be a key with the missing edits problem.

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  • Zabo

    External drive may be the problem!
    Mine catalogues are too on an external drive. A NAS to be precise.

    I have also a problem with going back in the folder hiyerarchy with the arrow in the upper left of the screen, or even selecting directly the folder in the address near said arrow.
    In this case the address changes, but it is not reflected in what PR accesses, I mean I can't see the content of the folder and can't go forward again, it's kind of lost...
    (For example the only way to go to the folder "\\NASDrive\Photos\2020\02" from "\\NASDrive\Photos\2020\01"is to actually go back with the catalog folders link to "\\NASDrive\Photos"and navigate again forward from there, it won't allow me to go back to "\\NASDrive\Photos\2020" and choose "02)
    Support told me 9 months ago this is a known issue that will be addressed in a future update...
    Is that what you intend with the missing edits problem, Rick?

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  • Zabo

    Alas I just tried and made a catalogue of the Images folder in my local drive and it crashed too. :-(
    Must be something else...

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  • Brian Lawson Community moderator

    I've written all this up and passed it to the engineers along with a link to this thread.

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  • Subias Gilles

    This crash happened to me last week on Mac (Catalina), I sent a support message, no reply.

    My photos are on Mac HD, perfectbrowse and cache on external ssd, catalogued folder including many sub-folders.

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  • Brian Lawson Community moderator

    Subias, did you send a support request or did you submit the crash log? The company usually does not reply to crash logs but they do go directly to the engineers. For them to be of any value you have to copy the actual crash log from Apple's crash dialog and paste it into the ON1 crash log dialog otherwise all they get is a report that the program crashed but none of the details needed to track it down.

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  • David Kick

    Guy's, a data point for you

     

    I can't make search crash on my cataloged folders.

    Win 10 Desktop

    Photos on internal SSD

    Scratch and browse on separate internal SSD

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  • Nitin Chandra

    ON1 uses the plausiblelabs crash reporter as also C1. They have all the information they need IMO.

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  • Brian Lawson Community moderator

    I have been told specifically by the engineers this is needed. I really wish you'd quit contradicting me.

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  • Brian Lawson Community moderator

    From the Knowledge Base:

    "Crash Log:

    When the crash log appears and it prompts you to send to Apple, please click Details or More Information and copy the details of the crash into a .txt file and send it as well."

    https://on1help.zendesk.com/hc/en-us/articles/205308008-Troubleshoot-Slow-Performance-Hanging-Freezing-or-Crashing-All-ON1-Programs

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  • Nitin Chandra

    My apologies Brian Lawson, not contradicting you, just adding information that I know. The link says you send in the system configuration as well.

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  • Zabo

    The library that causes the error is, on my system, "ONQtCore.dll", inside the On1 Photo Raw 2020 program directory.
    Brian, can you please double check in your Event Viewer if it is the same on yours?

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  • Brian Lawson Community moderator

    Nitin, I also apologize for the tone in my last post. I'm sorry.

    I do appreciate your contributions here and your desire, like mine and I'm sure the rest of us here, to help get the program improved whether it is bug fixes or suggestions on how things could be done better.

    Zabo, I'm a Mac user so I don't have an Event Viewer to look at that. I'll have to dig around later to see if I can find something about that .dll.

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  • Zabo

    Ooops, I thought I was in the Windows user section...

    :-))) <---see I don't even have the smileys... WAIT! ASCI code 1, right? ☺ ☻ ☺ OMG!

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