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On1 Mobile

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21 comments

  • Brian Lawson Community moderator

    I would uninstall it then download it again. If that doesn't fix the problem you'll have to contact technical support with the Submit a request link below.

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  • Christofer Michaels

    WOW!  You folks answer questions right away!   Will delete and download On1 mobile.  Will check it again tomorrow.

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  • Richard Martinez

    DO NOT DO THIS!!!!. Brian Lawson's suggest will DELETE ALL YOUR PHOTOS and support will not help. IF you reinstall it will fix the problem and On1 Mobile will not ask for your credentials any longer BUT.. It deletes all the photos you took with the On1 camera app and there is no way to retrieve them an support thinks this is a minor hassle. What a bunch of idiots. This is the response support gave me.

    Hello, 
    Thank you for contacting ON1 Support.
    If photos were not exported/saved out of the ON1 Photo Mobile app before deleting the app, these images unfortunately are gone...
    We recommend selecting files in your Local Photos pane and then clicking the three dots and selecting the Save to Camera Roll, to save your files locally to your device.
    We apologize for the hassles.
    Let me know if I can be of further assistance.
    Regards, Stevie | Tech Support & QA Engineer

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  • Rick Sammartino Community moderator

    This only makes sense. You should always be backing up your data of any kind before you mess with the software. But I agree we should issue a backup warning while providing the solution.

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  • Richard Martinez

    Where is this backup button you speak of? Where is the location of the database so I can export or move it to another location.

    Or are you saying I have to do a full backup of my phone. I am not even sure Android has that capability unless it is rooted.

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  • Brian Lawson Community moderator

    The Mobile app does not have a backup function. As you were told by tech support you have to export the photos from the App if you want to see them outside of the app. The photos are stored inside the app where you cannot access them. That is why they get deleted along with the app.

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  • Richard Martinez

    Then why did you suggest reinstalling the app when you knew it would delete photos and not tell anyone? In my book that is a pretty serious offense. I did not contact support first, because your site directs me first to the KB. And I did what YOU SAID. And what you said, deleted my photos.

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  • Brian Lawson Community moderator

    What would you like me to say Richard? If you want to keep being mad at me out go ahead, it won't get your photos back. I'm sorry I'm human and forgot to mention that the photos would be deleted too. 

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  • Richard Martinez

    Yes, I am mad and anyone that lost photos because of bad support would be mad as well. Your attitude is terrible. "What would you like me to say" Well you could have said I am sorry at the beginning instead of I should have read what support said about backups after the fact..  "You can continue to be mad"... Who would say that? .. yes I am mad, because of your stupidity..... Do this.. Oh I forgot to tell you all your work would be ruined. What about support.. sorry for the hassle.. both your apologies ring hollow, which only makes me more angry. You are right, reminding me I lost all my work because of you will not bring it back, it only makes me more angry when you act like it is not a big deal. No need to reply, your answer will probably only prove you could care less when people lose their photos.

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  • Brian Lawson Community moderator

    Don't mistake my inability to do anything about it with a lack of concern for what happened. Of course I care. I've lost photos too — 10,000 of them when my backup system failed and wiped both the backup and originals from my drives. Now I keep multiple backups so that can never happen again.

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  • Richard Martinez

    I back up my phone, once a month or if I do anything important, Folders like Pictures, DCIM, Snapseed, Documents, Video, recordings, voice recordings, music and some app folders if they have data in them. And I would have copies of your images as well if they stored the images in DCIM or and On1 folder. But it doesn't, it stores it in a database within the program (i assume). So I backup everything and have lost nothing since 1983 when I bought my first computer and I still have it and it runs. I have had a hd fail with errors and still got all the data off of it (only the stuff that wasn't backed up yet. Until yesterday when I lost photos because of you, because the program does not tell you when you install or uninstall, it will delete your photos if you uninstall (which is crazy, no software I have ever used does not give you a warning when it is going to delete your data, or asks you if you leave the data folder so if you reinstall you can get that data back. )

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  • Brian Lawson Community moderator

    It isn't "my" program. I did not write it nor do I work for the company that did. The people you talk to on these forums are just other users like yourself who are willing to try to help others answer their questions.

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  • Richard Martinez

    You have the title of Community moderator. It should say I am a volunteer And do not work for on one nor have access to to any of the coding of this software Neither am I on the software support team. My advice may get your photos deleted.. Use at your own risk. On one should not be using volunteers for their KB articles  That is not on you that is their cheapness. For all other Software developers in other companies write their KB articles. They are created by support engineers that are hired by the company And are reviewed for accuracy. I would rather have no KB articles than articles that have people that get your photos deleted.

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  • Richard Martinez

    Look I am not gonna get in a big argument his advice got my photos deleted. It may say it deletes your data And I would expect that every program on the planet will delete data when it is uninstall.but it didn't say it was going to delete my photos.

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  • Brian Lawson Community moderator

    This is not a Knowledge Base article. This is the Support Forums meant for users to talk to one another. I do not write KB articles, I'm not authorized.

    If you have a back up of you phone as you say, just restore the Photo RAW app and you're back in business. If you don't have a backup of your data that is not my fault.

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  • David Kick

    Richard Martinez - have you never ever made a mistake? Not one single mistake or error? I bet you have probably more than one. Give it a rest. Sorry you lost your photos, but you are going a bit overboard. BTW whenever you take ANY action based on ANYONE'S advice on a user forum you do so at your own risk. 

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  • Richard Martinez

    Look I am not gonna get in a big argument his advice got my photos deleted. It may say it deletes your data And I would expect that every program on the planet will delete data . It does not delete my photos.When I'm on on1 on the PC when it and uninstalls does not delete my photos and neither should the mobile

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  • Brian Lawson Community moderator

    You have a fundamental misunderstanding of how mobile apps work. It is quite common for them to store their data inside their protected application sandbox. It keeps prying eyes away from your personal data. A mobile app is not a PC app and comparisons of how they manage their data are inappropriate because the data management is handled completely differently by the different OSes.

    I've apologized and I'm doing so again right now. I AM SORRY YOU LOST YOUR PHOTOS. Can we please drop this now or do I have to have it removed from the forums? Your continued personal attacks on me are against the rules and can get you banned from the forums.

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  • Richard Martinez

    Brian, I am sorry to beat you up. I searched the KB somehow I got here. I thought you were some level of support and you are not and are not paid to take abuse. Regardless. It doesn't matter about sandboxes. Software should never delete users photos.. ever. If they have to because they are a different OS, there should be fire works and warnings of death and destruction. On1 on the pc does not delete photos when you uninstall it, It may delete the catalog or edits but it has never deleted my photos. That is a reasonable expectation for any photo software. Crap software deletes photos. I will be looking to Luminars attempt and mobile. Maybe they can get it right and I won't have to pay to update anything from ON1.

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  • Richard Martinez

    Richard, I went to uninstall the app from google play. Is all it says is "Uninstall this app"  If you do it from settings/ app, it says "Do you want to uninstall this app" Brian's suggest fixed the problem, It no longer asks me for my credentials. But it had a cruel punishment. I think On1 mobile should have a check box that automatically exports any photo you shoot with the camera app to the camera or DCIM folder and any image you import that way if you backup your DCIM or pictures folder like I do, You would lose nothing. It looks like android just deletes the app.

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  • Brian Lawson Community moderator

    Peace 😎

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