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On 1 Photo Raw 2021 will not launch

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44 comments

  • Rick Sammartino Community moderator

    When you start photo Raw, hold the SHIFT key down. A menu will appear. Try the Delete Settings option.

     

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  • Delbert Brown

    I have already tried that and no menu appears

     

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  • Brian Lawson Community moderator

    Keep the Shift key pressed until you see the dialog above.

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  • Delbert Brown

    I held the shift key for 3 min and nothing happened

     

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  • Rick Sammartino Community moderator

    If you can't even get to the reset screen, you might as well contact support.

    Make sure you say what you've already tried along with your description of the problem.

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

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

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  • Delbert Brown

    I already have a ticket in but have heard nothing I have very important project to finish here and no way to proceed. I am going to have to go buy a new program and start a whole new learning process I guess. I had a problem with things freezing up with 2020 that tech support never really solved . That seemed to have gone away with the installation of 2021 but now this has really brought me to a stand still so I guess it is off to new software something I can rely on. Thanks for your help I have another 100 plus photos to do and no way to continue will probably have to redo the 138 I have done with this program. A lot to do in 2 days. I guess enough whining and carry on.

     

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  • Delbert Brown

    How do I get to the On1 log file if I can't launch the program

     

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  • Delbert Brown

    Ok found it now will have to wait until I get contacted thanks again

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  • Rick Sammartino Community moderator

    If you're running out of time, you can take drastic measures and just wipe On1 off of your PC so you can do a clean re-install.

    If you do that, you'll lose any presets and addons and you'll have to rebuild your catalogs.

    There is a script here to do that or Brian has a procedure to do it manually.

    https://on1help.zendesk.com/hc/en-us/articles/206500417-Uninstall-the-ON1-Software-Products

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  • Brian Lawson Community moderator

    Let's try this again. :)

     

    1. Uninstall via the Add/Remove Programs 
    2. Remove the C:\Program Files\ON1\ON1 Photo RAW 2021 directory 
    3. Remove the directories with "2021" in their names located in C:\ProgramData\ON1 
    4. Remove the directories with "2021" 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 2021.lrplugin 
    6. Remove this directory C:\Users\<user>\AppData\Roaming\Adobe\Lightroom\Modules\ON1 Resize 2021-suite.lrplugin 
    7. Remove the 2021 files in this directory C:\Users\<user>\AppData\Roaming\Adobe\Lightroom\External Editor Presets 
    8. Remove the 2021 files in this directory C:\Program Files\Common Files\Adobe\Plug-Ins\CC

     

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  • Delbert Brown

    OK I tried the manual method than reinstalled the program still the same thing. I went to the script file and got these download

     

    RemoveAllON1Files.cmd.html

    RemoveAllON1Files.cmd_files 

    The link to the zip file didn't work

    I am not a computer tech type what do I do with these files now, I certainly appreciate your help 

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  • Delbert Brown

    I also tried to uninstall using maintenancetool  still did not work

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  • Rick Sammartino Community moderator

    If you did the manual method in Brians post above, then you don't need the script. The manual method is more extensive.

    When you say 'still did not work' do you mean the uninstall or the re-install?

    On1 DID work before, so it should work again if installed from scratch. If you've properly uninstalled On1 and reinstalling it doesn't work, then I think something went wrong with your PC. 

    All I can suggest now is to do the manual uninstall again. If you have a registry cleaner then use that, lastly reboot your PC before re-installing. If it still doesn't work then you've got bigger problems than On1 not working

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  • Delbert Brown

    I have hard time believing it is the PC, everything else is working fine. I run sfc scan on windows it found no issues. I am downloading a new copy of the installer and have also run a registry cleaner so will try one more install. I downloaded and installed another photo editor it works find. I have Photoshop elements installed working fine. I ran sfc scan on windows there are no issues. I can use any of my Word precessor, speed sheet etc no issues. I have also disabled my virus programs nothing seems to help. I will try another install with new copy of instaler program

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  • Rick Sammartino Community moderator

    You never mentioned doing any tests. How are we supposed to help with no info?

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  • Delbert Brown

    Gee just did the test when nothing else worked I just gave you the info hadn't done them before. I just did the reinstall after running the registry cleaner . I guess I am just not supposed to have this program nothing has changed. Sorry for asking for help.

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  • Delbert Brown

    I am done 

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  • Rick Sammartino Community moderator

    Does that mean that you downloaded a new installer? if so and it still doesn't work, then I'm out of ideas.

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  • Delbert Brown

    yes downloaded new installer reinstalled and still the same other than completely reinstalling windows I don't know what to do. I have still heard nothing from tech support. I am totally frustrated I just paid all the money for upgrade everything was working great I made no changes to the system just shut the program down. Now it will not launch I will probably  loose my project and there is nothing I can do.

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  • Rick Sammartino Community moderator

    Sorry, as I said, I'm out of ideas.

    You can check the status of your Support Request by clicking your name at the top of this page. You can add info there as well about the steps you've taken since submitting the request. It might speed things up.

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  • Delbert Brown

    well I checked status of my issue and see it is marked solved well if that don't beat al so I guess i am just out of luck all around man I think I will just go buy a big bottle and forget this even happened

     

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  • Delbert Brown

    I heard nothing from tech support I was watching my email

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  • Brian Lawson Community moderator

    I'm with Rick when he says something about your system has changed. If the program suddenly quits running and the problem continues after completely uninstalling then reinstalling the software the only thing left is the hardware. The fact that other programs are running OK is meaningless as different programs stress the system to different degrees.

    • Are you sure there were no updates to the OS or any drivers that happened behind the scenes?
    • Have you tried the tried and true basics — opening the case and reseating memory sticks and the video card?

    Even though they have marked your request as closed, you should still be able to comment on it and ask why it was closed without any comment from them. Any responses they've sent should be visible when you click on that particular report to see its details.

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  • Delbert Brown

    I have uninstalled video drivers and reinstalled with the newest drivers. I just checked my update history there have were no updates that were installed on the date that this happened. I have now reseated all memory chips, the video card , unplugged all hard drives and reconnected them, I have sd drives and optane memory reseated all of them. Optane memory is not on drive where ON1 is installed. 

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  • Delbert Brown

    I have now uninstalled the program following 3 different methods, tech support did get back to me with yet another way of uninstalling the program. There has to be something that is getting missed. why would both 2020 version and the 2021 version stop working at the same time. 

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  • Holger Danielsson

    Did you already try to create a new profile (user) and run the program from it?

     

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  • Delbert Brown

    No I have not tried a new user profile. When this started I never even shut the system off all I did was close the program and tried to start it about an hour later. 

    I will try to set up a new user profile

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  • Delbert Brown

    should I uninstall program again before creating new user profile

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  • Brian Lawson Community moderator

    I would create the new user first. It it works then you know that the problem is not with the program or its current installation. If it fails, uninstall and reinstall from that account (you have to install as an administrator though) then give it another try.

    If you can get the program to run from the new user account but not from your original account then we've identified the problem as something within your account and eliminated the hardware, OS, & ON1 program as causes of the problem.

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