Fujifilm X-S10 compressed files still not supported on the 2021.5 Windows version?
Answered
I have been complaining, for several months, about the fact that, although uncompressed and lossless compressed files from the Fujifilm X-S10 are recognized by ON1 RAW, the normal compressed files are not, even on the 2021.5 version. My request was marked as solved as I was told that the 2021.5 version would recognize those files. This is apparently not the case. Is this why the words "Fujifilm X-S10" appear in italics on the various update descriptions?
-
The program does not support compressed raw files from any camera manufacturer with its Tier 1 engine. From Supported RAW Cameras & File Formats - ON1 Photo RAW 2021, "Nor do we support Compressed RAW formats like sRAW or mRAW with our Tier 1 ONRaw engine. Though these files will open using our Tier 2 engine (LibRAW), Camera Profiles will not be available."
When you look at your list of requests and see them marked "Solved", it does not mean the actual problem with the program has been solved. What it does mean is that the support people have done all they can to answer your request and the problem report has been closed. To use your issue with compressed files, telling you they are not supported closes your case but does not solve the problem.
-1 -
The Fujifilm X-S10 is listed (just under the Canon EOS R6 (uncompressed only) camera on the list of supported RAW Cameras and File Formats - ON1 Photo RAW 2021, The fact that there is no mention of (uncompressed only) after the Fujifilm X-S10, unlike for the Canon EOS R5 or R6, leads me to believe that the "normal" compressed files are supported. As a customer who wants to purchase a product, the mention "supported" should be sufficient for me to decide to buy the product, or a camera, or not. I do not think that I have to do additional research concerning Tier 1 or Tier 2 which is gibberish to me anyhow.
Concerning the "Solved" issue, here is a copy of Stevie's last email, following one where I was told that the issue had been recognized by the development team and that they were working on it. That last email confirms that the issue would be "slated" in the .5 update. No mention whatsoever of Tier 1 or Tier 2 in any previous reply from ON1 support on the subject. English being only the 4th language I have learnt, I may have misunderstood the word "slated".Stevie (ON1)
Mar 31, 2021, 15:33 PDT
Hello,
This is slated to be addressed in our .5 update.
That is why your ticket is solved.
Let us know if you need further assistance. Thanks for choosing and using ON1 Software!
Stevie | Tech Support & QA EngineerI have placed another request today including my log file and other relevant information. You are welcome to check it.
0 -
"slated to be addressed" is not even close to "we will be fixing this". All that means is that it is on their list of things to look at. Maybe they will get to it, maybe they won't. It looks to me like this one fell into the didn't get it solved category.
Stevie's next sentence reinforces what I told you about the meaning of Solved.
You should know that you are not talking to the company here. I am just another user like yourself trying to help out other users. It does you no good to lecture me about your perception of the company's advertising.
I will amend my previous post as I've since learned that support for Canon's .cr3 compressed format is now supported. This is something they have been working on ever since the format was released. They have no help from the camera manufacturer's in getting information on how to decompress them and have to figure that out on their own and that takes time. I'm sure the company wants to implement that as soon as they can as it improves the program's compatibility with different formats and makes it more marketable.
As for understanding the difference between Tier 1 and Tier 2 camera support that's just another feature of the program that if you do not understand gets in your way of making full use of the program and understanding how it works or in this case does not. It's pretty simple really (from the link I provided above):
"Camera models in the Tier 1 list below will be opened and processed with the new raw engine that is built into ON1 Photo RAW 2020."
"The Tier 2 list below lists camera models that are also compatible with ON1 Photo RAW 2020. You will be able to view, open and edit raw files from these camera models in ON1 Photo RAW 2020, however, cameras listed in Tier 2 will not be opened and processed with the raw engine that is built into ON1 Photo RAW 2020. These files will be opened and processed using the raw engine that is built into your operating system."
If you choose to not learn all you can about the software you want to use then you can expect problems using it to its fullest potential.
-1 -
This reply is not useful, especially the last sentence. The only clear answer I got from you is that the compressed RAW files from my camera are useless with this software
I have spent hours/days learning how to use ON1 RAW since the 2018 version, and I have always been able to edit compressed RAW images from my Fuji X-T1, X-T2, X-T3, X100S, X100F, X-E3, Again, if the basic description of the product states (and it does) that my camera is supported that is all I was supposed to know.
Yes I thought you were working for the company, I am glad you are not. An ON1 RAW staff moderator would surely have replied with more tact.
I have not tried to "lecture" you about my perception of the company's advertising. but you did not need to make me feel stupid.
You do not need to reply. I will stop looking at, or posting, messages here. I will also send a copy of our conversation to ON1 management, to make them aware of my dissatisfaction with this conversation.
1 -
Gerard, knock it off. We come here on our own time to try to help. We don't need to take flack from you if you don't like the answers.
If you have a complaint, take it to support, we can't do anything about it.
0 -
I did it and here is the reply from Stevie, which seem to confirm that my understanding of "slated to be addressed" in .5 was correct. I am involved in IT support as well and can understand your point here. I hope you understand my frustration as well. I am used to the words "open" and "closed" to label a ticket or a request, and pending or solved when addressing an issue. Have a good day.
Stevie- 25 minutes ago
Hello,
Can you please send us an original file.
This was deemed to be the same issue as another Fuji camera and was supposed to be fixed with the .5 update based on feedback from our development team.
If you're still having issues, please upload a couple of files to our dropbox link here:
https://www.dropbox.com/request/cXhlnvlJNveqmzCASHId
I'll get these back over to our dev team for further review.
I was told this would be fixed in .5 and apologize that you're still having issues.
Your feedback has been passed along to our VP of Development.
Let us know if you need further assistance. Thanks for choosing and using ON1 Software!
Stevie | Tech Support & QA Engineer
1 -
Thanks for letting us know about support's response.
Sorry if I upset you, that wasn't my intent. Peace. 😀
-1
Please sign in to leave a comment.
Comments
7 comments