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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Also, I just noticed I've been removed from the FB group even though I'm still an owner of the 2020 software.
What a horrible thing to do.
Well, I'll tell my camera club how ON1 has treated me.0 -
Patricia, you were removed from the group for publicly badmouthing the software and the company in direct violation of the group's rules, just like you are doing here.
You have a problem which is unique to your system. There are plenty of other users running Windows systems with NVIDIA GPUs that do not have the problems you are seeing.
You haven't said what kind of computer you are using. Some manufacturer's put custom chips in their systems which require their custom drivers and those can interfere with software that isn't expecting it. HP is notorious for doing this with their laptops.
Last week you told us you were going to ask for a refund. What happened with that?
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I was not bad mouthing the software. I was letting people know that it may not be compatible with the NVIDIA graphics card. Upon doing a little google search I discovered others were having problems with that graphics card and ON1. I saw a post where someone upgraded their computer in order for the software to work. I just wanted people to know that I had problems with it working on an NVIDIA graphics card especially when the tech had me to update it. I would hate if someone spent thousands of dollars on a new computer to find out their ON1 software doesn't work due to and updated version of NVIDIA graphics card. It is interesting to note that my 2020 software was working fine except for not saving a search preset which tech told me was a known bug. They suggested I upgrade to the 2021 software and it went downhill a bit and took a nose dive when the tech had me update the NVIDIA with a link he sent me. I don't have an HP computer. I have a Dell. I'm telling the truth about what I said and I have the information to back it up especially the email trail with tech. The tech person gave up and said he couldn't help. As I said, upon doing a brief online search I discovered others have had a similar problem with that graphics card. That's a shame for anyone to cover up a potential problem and knowingly letting people upgrade their computer spending thousands of dollars and finding out the software isn't working. I just did a short peruse of this board and others are having issues as well. I'm sorry but if a patient has symptoms of a problem and others are too then the right thing to do is for a doctor to investigate. If they aren't sure they check with their colleagues and specialists. Then things are out in the open so a cure or treatment can be found instead of hiding the problem. I know if I went to a doctor and had a serious illness and he didn't tell me the truth about it I would be upset. What if he didn't tell others either? I worked for a Defense Contractor many years ago. I worked closely with techs who worked on the software we used. If there was a problem it was made known and worked on to get it to work. Took a lot of time but it was necessary. Same with the tech guys who worked on the submarines and naval ships. If there was a glitch in the software it was made known and the techs worked on it until it was solved. I guess things are different these days. And please don't give me a lecture. I bet I'm older than you. I've been around a long time.
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The program is not incompatible with the NVIDIA graphics cards. There are plenty of documents in the Knowledge Base and topics here in the Forums which discuss how to configure your system to work properly with them. Making the statement that they are not compatible is why your comment was removed from Facebook. Along with the fact that asking support questions there is against the rules.
I used HP as an example of a manufacturer that makes their devices dependent upon custom driver that don't play well in with everybody. Dell is another example.
I don't want to argue and if you continue along these lines you could find yourself banned from here as well. I don't mean that as a threat. I don't have the power to do that myself. Consider it a warning that the company does monitor these forums and there also have rules about what is permissible to say here.
I can appreciate that your intentions were good and I'd hate to see you removed.
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So, you would ban me from this site? Really? I'm still an owner of the 2020 software and have not yet downloaded all the copies I'm entitled to. If I get banned from this site and thus prevented from downloading my copies I would then contact BB&B and Consumer Affairs. You need to be careful about threatening people. And yes I do see this as a threat.
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Slow down. Reread where I said, "I don't have the power to do that." I m not an employee, I do not work for ON1 and I am not paid for doing this. I also said, "I'd hate to see you removed." I am here to help the users of the software and that's what I've tried to do with you.
Being banned from posting to the Support Forums would not remove your ability to access your account on the ON1.com website. They are 2 separate entities. You would still have access to your software.
This is exactly what I was talking about; I explained the policies and warned you that the company monitors this forum and that you could be banned and your response is to threaten legal action. This is your last warning. I will refer you to the company if you don't calm down and behave.
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To return to your problem Patricia, there was a post on the forums not too long ago from someone who also had problems that support could not help with. He eventually narrowed it down to one of those drivers or support programs added by the manufacturer of his laptop. Once he removed that his problems with ON1 went away.
I will try to find his post and and post the link here for you. You could also do some searching. I'm sure it was made in the last 2 months.
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I found the post. It was from David Price and he wrote, "[I]t was eventually found that one of the unwanted stuff that HP bundled with the laptop, was fighting Photo Raw for memory space. Once I had deleted the old and never actually wanted application, my copy of Photo Raw became stable again." I was wrong about support helping him, they did help him find the problem. Here's the link.
- Which model Dell computer do you have?
- What are its specs?
- Did Dell bundle any software with your system, in particular anything having to do with the graphics?
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I don't have an HP. The problems I posted above appeared after I upgraded the NVIDIA card with the instructions and link the ON1 Tech gave me.
Here are my specs:
Graphics:
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Have you assigned the GPU to ON1 2021?
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Where did tech support send you for the NVIDEA drivers? Did you get them from the NVIDEA site or the Dell site? I recommend you use Dell's drivers. They are one of the manufacturers which do customized things to their systems. In one of my previous lives (I've had several, all computer related ;) ) I did computer repair and Dell systems were always tricky to work with.
Which ever site you used, try getting a new set from the other site and let me know what happens.
May I ask where you got your computer? I could not find any links on Dell's site for that card and that model computer, you may need to contact them about getting the proper drivers. If your system came with any restore software you might look there for the proper drivers too.
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Also, what Zabo said, he's a Windows guy. I know Windows but I run a Mac. Try his suggestion first.
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Zabo,
I asked for a refund of the 2021 software and did the uninstall. I still have the 2020 software but now it's doing the same thing. It was working fine before I purchased and downloaded the 2021 software and updated my NVIDIA graphics per tech instructions and link he gave me.
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Since it is now happening in both versions, and it started after upgrading the video card drivers, it's a pretty good bet the problem is with them. Either you have an incompatible version installed or they are not configured properly or possibly both.
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OK, they sent you to Microsoft and they don't always have the most current drivers. I would start by looking for drivers from Dell then I would try the NVIDEA site.
I still can't find anything on the Dell site but I did find some from NVIDEA. https://www.nvidia.com/download/driverResults.aspx/170342/en-us
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At this point I think I'm going to have my husband look up for the Dell. He had to do that for his brother's Dell laptop.
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Let us know what happens.
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Brian,
He first checked to verify what's now on my computer. Then he checked with Windows which indicated it's the latest driver. He then went to the Dell website and he said I have the correct driver. He said I have the option to go back to an older version but at this point I've give up. I suppose I could go back to the older version but I'm not sure how that will affect other software I have or will have. So, I'm just going to let it be.
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I have a Dell laptop running Windows with Nvidia Card ( GTX 1650 ) and I use Nvida drivers. On1 2020 and 2021 work fine on it. Personally I would use drivers from Nvidia.
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I have a HP laptop with Nvidia Geforce 1050 GPU and work fine on it too.
If I can be of help, I would suggest to read this if not done before:
https://on1help.zendesk.com/hc/en-us/articles/115000138471-How-to-Update-Video-Card-Driver-and-Set-Default-GPU-Open-GL-3-3-Error-Windows-OnlyCheck if you have the latest drivers (I don't know about Dell, but I would rely on the Nvidia ones).
You can check for updates with Nvidia Geforce Experience (if you don't have it download it at nvidia.com):
[sorry for the language, but I can't change that]
Then I would check to be sure that ON1 2021 is running on the Nvidia GPU.
Open ON1 2021 (or 2020), then open Nvidia Activity Panel and double check it's there:
If not, add it.
You do that through the Nvidia Control Panel (this too you can download from nvidia.com):
Hope that helps
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The link I gave you to the NVIDEA site is more current than what is offered by Microsoft. Give them a try before you give up. Also be sure you have everything configured according to this article.
"OpenGL 3.3 and Later is Required" - How to Update Video Card Driver (Windows Only) - Photo RAW
The NVIDEA drivers will also have some configuration settings to get the best performance from the video card. Hopefully one of our Windows users can give you some specific instructions for that.
Edit: It looks like Zabo came through while I was typing my answer. Thanks!
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Brian and Zabo,
I did what Zabo suggested, https://on1help.zendesk.com/hc/en-us/articles/115000138471-How-to-Update-Video-Card-Driver-and-Set-Default-GPU-Open-GL-3-3-Error-Windows-Only, and I tried using my 2020 version and I do not get the black background or striations so far. Yay!!!
By the way, I had uninstalled 2021 and I deleted relevant file and file folders to 2021 before I did this.
Brian, I just did what you suggested, 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,
so I'm hoping that improves performance.
Well, at least the black background and the striations are not appearing and so far my 2020 is back to working. I have to say I'm not confident enough to reorder 2021. I think I will just stay with 2020 for a while.
Thank you, Zabo! and Thank you, Brian!0 -
I'm glad you're back up and running and I apologize for the tension there for a while. I understand how frustrating it is when something stops working.
FWIW, I doubt you will have any problems with 2021. When you're comfortable enough to give it a try drop a note to customer service and explain that you were finally able to resolve your issues and you're interested in trying 2021 once more but you'd like to test the tryout version again before committing to it. See if they'll give you another 2 weeks.
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Patricia,
happy it worked.
I agree with Brian, I doubt you'll have problems with 2021 now (alas I'm no expert, so take it with a grain of salt).
If you did not use the tryout maybe you can still run the 14-days tryout version.
Or you can try it out with a different user account.
Remember that 2021 is a separate program so you'll need to set it to run off the GPU again.0
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