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on1 photo raw 2022 does not open after closing program and then re-opening later

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24 comments

  • Brian Lawson Community moderator

    You need to report this to tech support. I occasionally see it hang during the shut down process. I usually see a Disconnecting from Data Sources progress dialog that does not make any progress. The program isn't actually hung according to my OS reports but it just isn't doing anything very quickly. I have to Force Quit the program before I can use it again. I don't see it every time though, maybe 20 percent of the time. I've reported it to the engineers during the prerelease testing so I know they are aware of the problem but you should report it to so they have an idea of how widespread it is.

    How to submit a problem to ON1 Tech Support - A Step-by-step Guide

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  • Roger Salvesen

    Brian,
    Here is the reply I received from ON1 support. What are your thoughts about their recommendation? I value your opinion.
    Regards,
    Roger

    Stevie (ON1)
    Sep 26, 2021, 12:07 PDT

    Hello,

    We apologize for the hassles you are experiencing.

    Try deleting the settings file and 'Reset ON1 PHOTO RAW 2022'
    This will nuke all caches, databases catalogs and albums.
    You'd need to recreate any catalogs and albums for any that were created in ON1 PHOTO RAW 2022.
    (Or if ON1 PHOTO RAW 2021 is still installed, these would be remigrated after doing so)

    Quit the app and then on relaunch hold down the shift key.
    This will prompt you to delete settings file.
    Click the Reset ON1 PHOTO RAW 2022 button

    WARNING:
    This will
    **RESET AND REMOVE ALL THE PROGRAMS CATALOGED FOLDERS, ALBUMS AND CACHE**

    But WILL NOT harm your images or edits.

    Note:
    If you have any cataloged folders or albums, you would need to recreate these after doing this.

    Does this correct the issue?

    Let me know if I can be of further assistance.

    Regards,

    Stevie | Tech Support & QA Engineer

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  • Brian Lawson Community moderator

    I agree, it is where I usually start troubleshooting persistent crashes like this.

    The program has several settings and preferences files that store information like which folder you're viewing in the Browser and which file(s) are currently selected and the view mode, brush sizes and settings when you're in the Editor, and everything else it needs to know about the program's current state. If those state settings become corrupt they can cause the program to misbehave at best and crash in the worst case.

    With the Delete Settings button the program clears all those setting files so they get returned to their default values putting the program in a known, good state. The Reset Program button goes further and deletes all the internal databases and your extras, etc. It basically returns the program to the same state as if it had just been installed for the first time. It's quicker than uninstalling and reinstalling. It's also why you will have to rebuild all that stuff after.

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  • Roger Salvesen

    ON1 support mentioned if I still have ON1 2021 installed (which I do), it will remigrate all of the cataloged folders. Will this do that automatically when I relaunch ON1 2022 after deleting the settings file. I really don’t want to have to recreate them afterwards.

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  • Brian Lawson Community moderator

    Yes

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  • Rick Sammartino Community moderator

    You might want to open windows task manager and see if On1 actually terminates when you close it. If it's getting stuck and not terminating, you won't be able to open it again until either it eventually does or you restart your PC.

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  • Brian Lawson Community moderator

    You should be able to kill it in the Task Manager. It's what I have to do on my Mac when it gets hung shutting down. So far doing it hasn't caused any problems.

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  • Rick Sammartino Community moderator

    The point is to see if that's the problem. If it's not terminating, support will need to know that.

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  • Brian Lawson Community moderator

    Absolutely. I've reported it several times with screenshots of our Activity Monitor program. We've got a problem where if we use the Sharing feature to send an image via text message, it leaves a zombie Messenger process running in the background for each time one gets sent. They don't die with the program either.

    Oh the fun, fun, stuff that comes with new versions. 😁

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  • Roger Salvesen

    The recommendation from ON1 support to delete the settings file and 'Reset ON1 PHOTO RAW 2022 did not correct the issue. Also, I checked the task manager and the program does terminate after it closes. Any other ideas?

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  • Rick Sammartino Community moderator

    I still say it's something not shutting down. Could be the sandbox or some other child process.

    Has On1 looked at your log file yet?

     

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  • Roger Salvesen

    I'm not sure if they looked at the log file, but I did include it when I submitted my original request. I also notified them that their recommended fix did not work. Haven't heard back from them yet.

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  • Roger Salvesen

    Here is the reply I just received from ON1 support.

    Further reviewing your log, the issue is with your video card. You're using an embedded Intel chipset which shares system memory and is not a dedicated graphics processing unit (GPU)

    We need current drivers with these lower end chipsets in order for ON1 PHOTO RAW 2022 to function correctly.

    The drivers that are currently installed are 3+ years out of date

    Try and install newer drivers from here:
    https://www.intel.com/content/www/us/en/support/products/126789/graphics/graphics-for-8th-generation-intel-processors/intel-uhd-graphics-620.html


    Quit and restart the app.

    Let us know if you need further assistance. Thanks for choosing and using ON1 Software!

    Stevie | Tech Support & QA Engineer

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  • Rick Sammartino Community moderator

    Ok. Hopefully that fixes the restart problem.

    On1 will likely run slow with that intel GPU. A proper graphics card is preferred.

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  • Roger Salvesen

    I just bought a new computer with a dedicated GPU because my old computer was using a low end integrated Intel GPU which did work properly with the upgraded version of ON1 Photo Raw 2022 according to customer support.

    How do I move ON1 Photo Raw from my old computer to the new computer without losing any of my catalogued folders and edits. I have ON1 Photo Raw 2021 on the old computer and did upgrade to the 2022 version, but had some issues with 2022 version not opening after I closed and tried to open it up again. Customer support tried to help, but long story short, they said my graphics card wouldn't run properly with the 2022 version.

    I bought a new computer with an Nvidia GEForce RTX 3060 GPU. If I download the 2022 version to the new computer will I still have all of my catalogued folders and edits or do I have to move the 2021 version to the new computer so it will migrate the catalogued folders and edits to the 2022 version after I download and install it on the new computer?

    If I have to move the 2021 version to the new computer, how do I do that and will that also move all of my catalogued folders and edits? I have my catalogued folders stored on an external drive. They need to make an easy way to move from old computer to new one as I'm sure there are many people who are also upgrading to new computers and unsure how to do it for fear of doing something catastrophic.

    Roger

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  • Brian Lawson Community moderator

    The first thing you need to do is get your photos onto the new system. Where are they stored? I keep mine on a separate drive for this reason among others. It makes it easy to move them by simply connecting the drive to the new system. If this is how yours are stored that part is done. 🙂

    If your photos are on your system boot drive they will need to be copied over. Copy the entire folder so the .on1 sidecars with your edits come along. 

    Now to move your catalogs, presets, etc. I would try the new Backup & Restore feature in 2022. Run the Backup on the old system then copy the .onbackup file to the new system and run the Restore. If your photos are in place you should be done.

    If necessary you can move your user data by hand by copying C:\Users\<user>\AppData\Roaming\ON1\ to the new system. This is what the Backup/Restore feature backs up.

    The Backup/Restore method will only move your 2022 data. Doing it manually will copy over the data from all previous versions as well.

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  • Rick Sammartino Community moderator

    Why not install 2022 on the old PC then do a backup in 2022. Then, Install 2022 on the new PC and restore the backup.

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  • Brian Lawson Community moderator

    That will get the Catalogs, Albums, Presets, and edits, but not the photos themselves. They still have to be migrated manually. If he's working from an NAS he'd be all set.

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  • Rick Sammartino Community moderator

    Well, obviously not the photos, the object is to move Photo Raw. The photos should already be moved by now.

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  • Brian Lawson Community moderator

    Just wanted to be sure all the bases were being covered.  😀

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  • Roger Salvesen

    Yes, I do have all my photos on an external hard drive. This is what I just did. I opened ON1 Photo Raw 2022 on the old computer and put the Backup on the external hard drive. Then, I downloaded and installed ON1 Photo Raw2022 on the new computer. Everything worked smoothly without any problems. I connected the external hard drive to the new computer. Then, I opened ON1 Photo Raw 2022 on the new computer and it appears that all of my catalogued folders, edits and metadata are already there without having to using the Restore feature. My question is should I still go ahead and go to File: Restore Data on the new computer or just leave everything as is?

    When I go to all of the catalogued folders and view the thumbnails, I can see the little icon at the bottom right of each image that refers to it as having been edited. I opened one of the photos into the Develop module and all the sliders were adjusted to there corresponding edits. I can also see all the settings that were applied to each photo and the metadata with keywords also appears to have updated without having to use Restore Data on the new computer.

    I did close the program and then reopened it on the new computer without any problems so that appears to be working properly too as it would not reopen after closing on the old computer without completely shutting down the old computer.

     

    Roger

     

     

     

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  • Brian Lawson Community moderator

    You are seeing all the edits because of the .on1 sidecar files that live next to their corresponding image files.

    Check the Extras Manager to see if all your Presets, etc are present. If anything is missing running the Restore should bring you up to date.

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  • Roger Salvesen

    The default Presets are there, but I never created any presets myself so there wouldn't be any to find. However, I did create some extras that I placed in the textures tab and downloaded the Ultimate Sky Collection and those are missing, but I'm not concerned as I can recreate my extras again and re-download the Ultimate Sky Collection too. 

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  • Brian Lawson Community moderator

    It’s up to you of course but that it’s why the Backup/Restore feature was added. 😉

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