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ON1 PR quits when deleting photos from album

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28 comments

  • Brian Lawson Community moderator

    Hi Subias,

    I run an M1 Mini and I do not have any problems working with my Albums. There has been a report from another M1 user who is also having problems with his system crashing while working with Albums. Rather than repeat everything we went through here I'm going to refer you to the other thread on this subject. Bottom line is that after resetting the program and deleting settings things get better for him for a while but eventually the program starts crashing again and I had to refer him to support.

    Do the Delete Settings thing and if that doesn't help Reset the program. Support is going to ask you to do that for them so you might as well get it out of the way then you can tell them you've already been through all that without success.

    https://on1help.zendesk.com/hc/en-us/community/posts/360077894611-Updated-version-too-unstable-on-Mac-M1

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  • Subias Gilles

    Thanks Brian; search here "delete settings" and "Reset", I'm afraid I don't get results. I went to PR prefs > files > at the bottom I have Lightroom cache > empty it (I don't have LR anyway). Is that "delete settings" ? And Reset means uninstall-reinstall ON1 PR ? Sorry I don't want to loose all my catalogs, keywords, etc. so I trust in you !

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  • Rick Sammartino Community moderator

    here is the article for Delete Settings.

     

    https://on1help.zendesk.com/hc/en-us/articles/360049641431-Delete-Settings-File

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  • Subias Gilles

    Many thanks, I'll do it tomorrow (and I'll tell you if the problem is solved).

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  • Subias Gilles

    Here is the result; I only made "delete settings" (I don't want to reset the program, too many things I've done will be lost); trying delete 3 photos from album, no problem, so I quit PR, ok, and suddenly Mac alert report, ON1 has unexpectedly quited:

    Process: ON1 Photo RAW [1388]
    Path: /Applications/ON1 Photo RAW 2021/ON1 Photo RAW 2021.app/Contents/MacOS/ON1 Photo RAW
    Identifier: com.ononesoftware.ON1PhotoRAW2021.premium
    Version: 15.5.1 (10782)
    Code Type: X86-64 (Translated)
    Parent Process: ??? [1]
    Responsible: ON1 Photo RAW [1388]
    User ID: 501

    Date/Time: 2021-08-26 12:18:48.896 +0200
    OS Version: macOS 11.5.1 (20G80)
    Report Version: 12
    Anonymous UUID: EDE8EC74-AA4C-F077-xxxx-4755xxxx74C4

    Sleep/Wake UUID: 2CBDC863-xxxx-4782-9631-FAAExxxxC05D

    Time Awake Since Boot: 6500 seconds
    Time Since Wake: 2900 seconds

    System Integrity Protection: enabled

    Crashed Thread: 52 PLShutdownCmd

    Exception Type: EXC_BAD_ACCESS (SIGSEGV)
    Exception Codes: KERN_INVALID_ADDRESS at 0x0000000000000010
    Exception Note: EXC_CORPSE_NOTIFY

    Termination Signal: Segmentation fault: 11
    Termination Reason: Namespace SIGNAL, Code 0xb
    Terminating Process: exc handler [1388]VM Regions Near 0x10:
    __TEXT 100b92000-1019b6000 [ 14.1M] r-x/r-x SM=COW /Applications/ON1 Photo RAW 2021/ON1 Photo RAW 2021.app/Contents/MacOS/ON1 Photo RAWThread 0:: Dispatch queue: com.apple.main-thread
    0 ??? 0x00007ffe9464e8f4 ???
    1 libsystem_kernel.dylib 0x00007fff203e92ba mach_msg_trap + 10

    etc etc

    I send the crash report to support. Maybe PR is not Apple M1 ready ?

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  • Brian Lawson Community moderator

    I'm running it on an M1 Mini. As I said above, I don't have these problems. When I was working with Jaap on the other thread on this subject I was unable to reproduce his problems on my system. I did see one crash but could not make it happen again no matter what I did with my Albums. I doubt that whatever is going on is because you are running an M1 system.

    You need to contact tech support about this. I'm sorry but I can't help as I can't reproduce the problem.

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  • Subias Gilles

    You are lucky !

    As I said, I have submit 3 crash reports at the ON1 support (via submit report panel displayed after crash when I re-open PR). Wait and see...

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  • Brian Lawson Community moderator

    They are going to tell you to Reset the program so you might as well do it now. Save some time later once you are actually talking with them. You shouldn't loose anything if you are prepared. Yes the Catalogs, Albums, & Keyword List are removed but they can all be rebuilt. All you have to do is recreate the Catalogs and the Keyword list will be rebuilt along with them. (It will be rebuilt automatically anyhow, just more slowly.) For the Albums, give each photo in an Album a Keyword consisting of that album's name. I have mine all nested under the Keyword 'Albums' just to keep them grouped and easy to find. To rebuild them just double-click the Keyword entry for that Album and recreate it from the found photos. I think the company is working on adding the keywords automatically when a photo is added to an album for this exact reason.

    Luck has nothing to do with it. I'm not the only M1 user. If this was a problem with the M1 and not your particular system there would be more users reporting the problem but they are not. I know what a PITA it is but have you considered completely removing the program from your system and reinstalling it fresh?

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  • Subias Gilles

    Ok, you are quite right (in my opinion).

    I guess I'll never get a ON1 team reply, and if they send me a mail, they sure tell me to reset all.

    Why don't I "Reset" ? Because it's some time loosing for an uncertain result, how may I know the crashes will not come again after all reseting ? I saw next release will include backups feature, so I'll wait ON1 2022 (if I agree update price !).

    (edit: as you certainly have read in knowledge base, M1 support was planned for this summer, and fall is coming...)

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  • Brian Lawson Community moderator

    If you sent them a support request they will respond. If they tell you to do a Reset and you refuse that will most likely end your support.

    There is no way to know if a Reset will solve the problem until after you've done it. There is obviously some kind of corruption in either preferences or the internal databases used to support Albums that is causing your problem. Resetting the program will eliminate the possibility that the problem is coming from your data. Either is solves the problem in which case we know your data was the problem or it will not in which case the engineers will have to get involved.

    Backing up a corrupt database then deleting that database and restoring it will only result in you putting back the corruption that could be the cause of the problem in the first place. A backup/restore is absolutely NOT going to help unless the problem lies elsewhere and you've deleted all traces of the program from your system and reinstalled first. Which is the larger time waster?

    I highly suggest you try Resetting the program. It is a necessary first step in finding the cause of your problem. If you won't do that nobody, not even support, will be able to help.

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  • Subias Gilles

    So this morning I reset  PR, the problem remains. I sent a mail to tech support.

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  • Brian Lawson Community moderator

    I'm sorry that didn't help Subias. If this was my system my next step would be to completely remove the program from my system and reinstall it. The uninstaller that comes with the program does not get all the pieces of the program so I have a process for doing it manually.

    You'll have to delete the following files and folders:

    • /Applications/ON1 Photo RAW 2021
    • /Library/Application Support/ON1
    • /Library/Frameworks/ON_____.framework
    • ~/Library/Application Support/ON1  — Make sure to export all your presets first so you can import them after reinstalling
    • ~/Library/Caches/com.ononesoftware.ON1PhotoRAW____       There are several of these
    • ~/Library/Caches/ON1 Photo RAW 2021
    • ~/Library/Preferences/com.ononesoftware.ON1______              There are several of these one for each program module 

     

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  • Subias Gilles

    That's what my next step before some answer of tech support, thanks.

    But before I uninstall-reinstall, may you be very kind and try yourself deleting some photos of an dedicated album for this purpose, because the problem appears after deleting various photos (2, 3, 5) correctly, then the next one make PR crash, so test a catalog ± 50 photos, delete 1, 2...10... of it and tell me if the delete process is ok for you.

    (I'll understand you have many more interesting things to do than this, and you know there is no hurry for me)

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  • Brian Lawson Community moderator

    I did try to replicate the problem when I was working with Jaap on the other thread and I wasn't able to reproduce the problem then but I'll play around with it some more today and see what I can find.

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  • Gianni Sarasso

    I'm also experiencing crashes when deleting photos from albums.

    As a general rule, when I delete (shift / backspace) in a row more than three photos from the same album, and then I move to a directory,

    the program crashes to desktop (MAC Big Sur), quite constantly

    I avoid deleting more than three photos .... :-), close the program, then again

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  • Subias Gilles

    @Brian You are great ;-)  👑

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  • Brian Lawson Community moderator

    Thanks Gianni, I'll add that to my testing.

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  • Subias Gilles

    News from tech support (Cody Armstrong): he tells me exactly the same as Brian said, uninstall-reinstall, save presets and Extras before. Cody Brian is fastest !

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  • Brian Lawson Community moderator

    LOL. It's the next step in troubleshooting the problem. Insure the installed copy of the program is good before directing it to look for a bug which may or may not exist.

    Good luck.

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  • Brian Lawson Community moderator

    I am unable to make my system crash while working with Albums. I moved 176 items that I already had in an album to my testing album then I went to the testing album. I tried every combination I could think of when selecting the items to be removed. I keep my preview size set so I can see 6 photos per row. I selected randomly from a single row, from the 1st to the middle of the row, from the last to the middle of the row, 3, 4, & 5 items at a time. I selected from multiple rows. I started a selection from the 1st item in the album and another from the last item to see if there was some kind of edge issue. Most of the time after removing the photos from the album I went to some randomly selected folder in my Catalog. I tried making multiple removals before returning to a folder. I even deleted some from the drive. I changed the size of the previews being displayed. Nothing I did caused the program to crash.

    One problem I did have is that the program stopped letting me drag and drop to my test album. It simply would not put them in it. I often have problems where it stops highlighting the album I'm dragging to and that also happened but everything still works so I live with it.

     This one has me stumped.

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  • Subias Gilles

    At this time I can't say the problem has been solved by reinstall PR; catalog is still building, 10% done after 4 hours, I must wait until is complete and try delete photos again. I guess all saturday PR running !

    Thanks a lot Brian, I'll come back later with new infos.

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  • Subias Gilles

    Catalog 100% done, delete some pictures > crash again; I sent a mail with Apple crash log and ON1 diary crash log to Cody Armstrong. I'm very angry, all that time spent for nuts.

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  • Brian Lawson Community moderator

    There's no point in being angry. I know it's a PITA and it's frustrating, and it takes time that you'd rather spend editing your photos. However, it is what it is. It is still a necessary step.

    I'm wondering now if there may be some other piece of software that is conflicting with PR. Try creating a new User Account on your Mac. Log out of this account then in to the test account. You'll have to recreate some Catalogs and Albums again but you don't need to Catalog everything. Just enough to give you a decent test base. Try playing with your albums again. Does it still crash?

    You'll also have to give permissions to your pictures folder so the new user account can read and write it. In the Finder, select the folder and use the Get Info command. Go to the Permissions section, click the Lock icon and enter your password then give Read & Write permissions to everyone. You can turn them off again after the test if you like.

    Do you have any anti-virus or malware software running that does live monitoring of your file system as new files are being written to the drive? If so, configure it to ignore the Scratch space, the folder that holds your photos, and the ~/Library/Application Support/ON1 folder.

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  • Subias Gilles

    I'll try your idea later, merci ! I have not any anti-virus (except my anti-covid vaxs !) or malware programs.

    See you later !

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  • Subias Gilles

    New user account tested, same problem. Please have more fun tomorrow sunday Brian ! I hope tech support investigating my crashes logs will find the bad part of code which create this issue (happy to know I'm not the only PR user having it, maybe some code confusions in localized PR (french, italian -Gianni- ?)...

    (edit minutes later: I tried changing prefs languages to French, then English, then again Auto, same problem)

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  • Brian Lawson Community moderator

    Sorry I couldn't be more help Subias.

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  • Subias Gilles

    Don't be sorry, you are so helpful as usual !

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  • Subias Gilles

    Today message from Stevie, as you can see, I'm not the only one with this problem:

    We have an open bug that is currently being worked on for a crash that can occur when deleting a file from an album.
    This is slated to be addressed in a future update.
    I just don't have a specific ETA yet for when this will be.
    Thanks for your patience while we work to address the issue.
     
    ... no estimated date for bug fix ! The sooner the better !
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