On1 2021 - Print module refuses to load and shuts ON1 down with ‘an unexpected error’
Hi,
I am posting here in the hope that someone might just be able to point me in the right direction. Every time I click on the print icon I get thrown immediately to desktop with an ‘unexpected error’ message. I have contacted support and reinstalled printer drivers and reloaded ON1 as advised both without success. Support seem to be of little help even though I have sent them 3 or 4 log files as requested. So in desperation I am hoping that the community might be able to help or do I just have to accept that printing from ON1 is a no no. It’s not as if I am in need of any fancy printing sizes etc
thanks
Mick
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I'm assuming support had you go through the Delete Settings and Reset ON1 Photo RAW steps before reloading the software?
My next step would be to do a manual uninstall of the software then try reinstalling it again. Here are the steps to get rid of the entire program. This will delete everything except your edits and metadata stored in the .on1 files. You'll have to rebuild your Catalogs, Albums, and reload Presets, etc.
In the Finder delete the following files and folders:
- /Applications/ON1 Photo RAW 202x
- /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 202x
- ~/Library/Preferences/com.ononesoftware.ON1______ There are several of these one for each program module
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Hi Brian,
Before I go down the route of manually deleting can I ask for further clarification of deleting settings and resetting ON1. The reason I ask is because support have not suggested this. The first response I had from support was to delete and reinstall my printer drivers. When this did not work Support gave me a link to enable to enable me to reinstall ON1 2021. I did ask whether I needed to delete the existing version or simply attempt to overwrite it. Sadly I never had a response to that question.
Many thanks for your prompt assistance.
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The Delete Settings option clears all your com.ononesoftware.ON1___ preferences files from ~/Library/Preferences while leaving alone the program's databases. The Reset ON1 Photo RAW button deletes all that stuff as well from the ~/Library/Application Support/ON1/ ________2022 folders. It returns the program to the same state as if it had been just installed.
Neither of those options nor the uninstaller touch any of the System level stuff in the /Library/ folder.
I would give those Delete/Reset options a try first. Normally, that is the first thing support wants you to do.
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As a computer illiterate Luddite can I ask where I might find the Delete Settings and would I be right in thinking that the reset option is under Settings ….Reset all Settings?
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The Settings > Reset all Settings command will remove all edits from the selected photo(s). That is not what you want in this case.
You get to those options by pressing a Shift key while the program is launching. A dialog will be shown for you to choose which one you want to do.
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Hi Brian,
As I said to you yesterday the Delete settings failed to solve the problem so I am now deleting ON1 as per your instructions but I have come to a full stop. Removing ON1 in applications was a doddle as was Library/Application support/ON1 and Library/Frameworks/ON1————-
However all other items in your list are missing or at least not stored in the location you are referring me to. What do I do now?
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If you are not seeing the folders and files that need to be deleted you're good to go as they have already been deleted somewhere along the way. Delete Settings gets rid of the com.ononesoftware preferences files for you and the Reset ON1 Photo RAW 2022 button will remove all the 2022 stuff in ~/Library/Application Support/ON1/.
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Well have done a reinstall and still no change. It matters not whether I try to print by clicking on the printer icon or go to the top and access print via one of the menu headings. ON1 simply closes down with an unexpected error message. Guess I am going to have to accept it was unwise of me to migrate from Lightroom and terminate my CC subscription.
Many thanks though Brian for your attempted help. It will not be the last time I end up making a poor purchase. Oh for the days when you could simply take the program back to the shop you bought it from for a refund.
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Keep on support's case about this. (Politely, don't let your frustration get dumped on them or they might be less likely to want to help.) This module does work. Hudson Henry has an entire video training course on how to print from Photo RAW. I don't have a printer so I cannot walk you through anything or show any screenshots or do any testing to help diagnose the problem, sorry.
What happens if you disconnect the printer from the computer and try the Print module again? You should see a dialog telling you it cannot find any printers.
If the program shows you that without crashing I would start looking for some kind of conflict. Create a new User account and try it from there. Don't worry about accessing your photos, just take a screenshot and try printing that. You don't have to actually print anything either, we're just looking to see if the module is working on a different account. That would point to something in your user account causing the conflict.
What about color profiles the printer is trying to access? You can check and repair them with the ColorSync Utility's Profile First Aid feature. I would also try removing any that did not come from the OS or printer drivers as another test.
Does your printer software leave any kind of monitoring program running? You may not see anything in the Dock if it runs as a daemon of some kind. Disable anything like that and see what happens.
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Brian, I came across this conversation when working though issues related to LR-to-On1 moves that were only resulting in On1 crashing. Clearing the settings (didn't realize they even existed) worked the magic. Very thankful for your contribution.
Now, if following my processing in On1 (single image, not batching) I could hit "done" and have the processed image land in the correct location in LR my world would again be round. Once "done" in On1, no matter what I've tried, I have to then import the processed image from its location in my LR drive.
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Good morning Mitchell. This is because of how Lightroom works. It is based on libraries, basically its database. Before the program can see an image it has to be imported into a library. Photo RAW uses a system where you just point it to a folder you want to work in and it shows you all the photos at that location without any need to import. The PR plug-ins will return your edited images back to Lr when the Done button is clicked.
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Mitchell, here is a video from Anthony Morganti that shows how to set up Lightroom to call Photo RAW directly without the plug-ins.
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