2021 not working
I've been having problems with editing one picture. First time seemed successful until I came back and found edits gone. I called Tech. They had me install latest version of graphics card and gave me the link. Then I had problems editing. I had duplicated a layer in order to mask out the subject so I could paint a white background over the layer and have the subject show through the layer. Masking was slow. I used AI. I then used refine brush and problems got worse. I was using a red overlay on image. Sometimes when I hit the spacebar to move around a the background went black outside the mask. When I zoomed out of my image view I got striations and also striations on the mask which affected the local adjustment. Ugh!!! I've been in contact with Tech. I even did the shift key thing when relaunching the 2021 software. I decided to go back and use the 2020 software and now having problems with it. I did not detect any problems with that software when I did practice images with the ebooks I purchased, ON1 Photo Raw Essentials 8th Edition and ON1 Creative Styles. I got the black background again when I was using the refine brush in the 2020 software and moving around using the spacebar. It's frustrating to say the least. Only thing I can figure is that I got a corrupted copy of 2021 when I downloaded and it also affected my 2020 since it took information from that, my presets, to load into 2021. The only presets I had were import presets, name and IPTC copyright information. I'll try to attach screen shots:
Please help if you can. It appears the tech is stumped too.
Thanks!
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Please help if you can! Thank you!
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If you think your download was corrupt then download it again. It's not likely, but it's easy to try it again.
Something else that's easy is to go into preferences and turn OFF GPU render. If the problem is your GPU, this might help but it will slow On1 down a bit.
I'm sure Support had you delete your settings at some point, but if not, try that. Just Hold the SHIFT key while On1 starts and you'll get a menu. The Delete settings option is safe. If you pick reset, you'll lose any catalogs and albums and will have to re-create them.
The final option is to completely remove all On1 from your PC and do a clean reinstall.
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I’ve had problems using the space bar to move around the image while masking too. I haven’t yet narrowed down the circumstances that cause the problem. For now, I recommend using the Navigator palette or switching back to the Zoom/Move tool to scroll around the image.
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I started experiencing odd display bugs after upgrading to 2020.6 on Windows. Mine seem more severe than Patricia's, but possibly similar. 2020.5 was working OK, so it isn't likely a display driver issue. An image would suddenly become solid blue or black, I'd get odd color patterns over the whole image, or the area where a mask was drawn would become corrupted in a rectangular area around the mask. Sometimes the whole image would become extremely bright or dark for no reason. And the image could get messed up in one of 3 places - the full image, in the small Nav window in the upper right, or in the browse mode. Making any minor change that causes a redraw fixes most issues, but not the mask/rectangle issue. Same for restarting the app. Rebooting doesn't help.
AMD released new drivers a couple of days ago and I just installed them. I haven't tested On1 with them yet.
Below are samples of what I've seen. I don't have a screenshot of the mask/rectangle issue.
I'm really getting tired of reinstalling this app every couple of weeks to deal with all these weird application corruption problems that can't be explained or fixed by On1.
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Let us know how things look after you’ve tested the updated drivers. There isn’t much in trying to troubleshoot a problem like this after making a change like that. It may have already solved your problem.
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Brian, I am still having issues with the latest AMD drivers. I was drawing a mask in the sky, and this corruption happened in both the sky and the mountain.
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What kind of system are you running? Does it use an AMD GPU, or is AMD providing the drivers for another brand? If the GPU isn’t an AMD I would get the drivers from the manufacturer’s site.
Have you configured the Windows Graphics Settings as described here?
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It's a custom PC , running an AMD APU (CPU and GPU on the same chip). There isn't a standalone video card.
The Graphics settings is set as described in that article.
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In Preferences > System there is a checkbox to enable or disable the GPU. It is meant for systems without a discrete GPU. Try turning it off.
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Okay,
I did Scott Davenport's suggestion of turning down Video Strength. I still got the black background when using the refine brush. This time early on and I don't think I moved using the space bar:
I then reset and did Rick's suggestion by turning off GPU Render. I got the same thing but almost finished my mask. I did use the spacebar to move around. Just when I was about to finish, bam, the black background appeared:
I'm pretty sure I didn't use the spacebar on the first image.
I also did the shift key thing while launching the software and doing the reset per Tech's instructions. I'm still having problems. I'm just about to give up. I really have to have something reliable. So, yes, I did the lower Video Strength and that didn't work. I also disabled GPU and that didn't work. Ugh!!!0 -
If you can post your .onphoto file and its.on1 sidecar to a file sharing site I’d be glad to take a look at it to see if I have the same problem with it or if there is something you might be doing. I won’t have a working computer until Wednesday though.
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Here is a Google Drive Link to my image RAW file:
https://drive.google.com/file/d/1KDWSrtpTY0nu5UpnnIGlAzZyGFIwZYNM/view?usp=sharing
Here is a Google Drive Link to my .on1 file:
https://drive.google.com/file/d/1QdsImgG7nEEzFmzWLwdxcb3YgjgOYME7/view?usp=sharing
Here is a Google Drive Link to my .xmp file:
https://drive.google.com/file/d/1xrLCwvcMIHkITPtx4uILcOeGDq66px-u/view?usp=sharing
Let me know when you have the files so I can disable. Thanks!0 -
Brian,
It will only have the basic edits I did because when I got the black background I canceled the edit for the layer and the mask.
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Patricia, I had no trouble creating an AI mask. I used the spacebar to move it around without any problem.
Then I reset the mask and did the same thing with Perfect brush. Again, moving it around with the spacebar with no problem.
I didn't spend a lot of time and a few spots could be touched up. The final product looks like this.
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Rick,
I'm glad you aren't having problems. At least I know the file itself isn't corrupted. I'm thinking the ON1 Software I downloaded is corrupted.
Thanks!!!
Patty0 -
Rick,
I used the AI mask to drop out the dog on the layer so I could paint white and let the image of the dog show through from the base layer. I don't know if that makes a difference but I doubt it.
Thanks!!!
Patty0 -
As I mentioned before, you can download another copy if you think yours is corrupt.
No, It doesn't matter if you're masking the dog or the background, both methods work the same.
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Brian,
I disabled the "GPU Render" in Settings, and then restarted On1. After editing my second image, everything looked OK. Upon returning to the browse window, the small image was corrupt again, see below. If I go to Edit the image again, it looks fine when large. I made small edit (increased black by 1) and returned to Browse, it looked OK in browse.
Because this is sporadic, I don't think that using my files would allow anyone else to reproduce this.
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Carl, can you try 'Refresh preview' from the Photo menu for that photo and see if that helps?
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Rick,
I think that's probably what I will have to do. I'm going to wait to see what the Tech says when I hear back from him before I do it.
Thanks!
Patty0 -
Patricia, do you use a mouse or a graphics tablet when you do your masking? I know Rick used a mouse and I use a tablet. I’m wondering if that makes any difference to the scrolling issue.
Looking at the original file won’t do me any good, I really wanted to see the corrupt version.
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Rick,
The Photo-> Refresh Preview updated the problematic image when in the Browse mode, making it display properly. I haven't seen the problem in Edit mode since your post.
But I think that this does seem to indicate some sort of problem within On1 RAW.
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Brian, I use a mouse. One day, hopefully, I can get a wacom but for now it's just a mouse. Although, since I've been editing images for quite a while I've become pretty adept at using the mouse, LOL
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Thanks Patricia, that’s helpful.
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Brian, I haven't heard back from the Tech today even though I had responded back with emails saying I still have a problem. Do I need to open up another ticket for tech support or should I wait another day? Maybe they're still trying to figure it out?
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Patricia, you don't need to open another ticket. Click your name at the top of this page and select See My Requests. You should find your current ticket there and you can add to it if you like.
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Rick,
Thanks!!! Yes, it's still open.
Patty0 -
Can anyone tell me if I can get a refund? Is ON1 good about giving refunds?
At this point, I've given up. No one has a solution to the problem I'm having with the software. The only thing I heard from tech support is that the tech wanted additional information. I haven't heard boo from anyone since. I've got a bunch of images to edit. I don't like to have this hanging indefinitely. I've decided I should go with LR and PS as that seems the industry standard for pet photographers. I can't hold up a potential client or the animal shelter because of buggy software.
I do appreciate all your help and suggestions. I've tried many things including holding the shift key while the software is launched and doing a reset. Nothing works. If this was happening with my other editing software then I would be suspicious of my computer. I'm still able to edit in my Lightroom version 6.14 and Gimp.
I guessing there are just some bugs that haven't presented themselves until with my ON1 2021. It's a shame because they advertised features that I wanted. But no use having great features if the software is buggy.
Thanks for your help. I guess I should contact customer service to see about a refund. What is sad is that the 2021 software has affected my 2020 version as well. I guess that's the risk of upgrading to a new version.
Patty0 -
Just contact customer service here...
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Thanks!!!
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