Skip to main content

Really Frustrated All On1 Apps Crash on Launch

Comments

4 comments

  • Rick Sammartino Community moderator

    I don't know why you would think that other users would know better than Tech support about what to do. Also, you've made no mention of what you've already tried.

    The most obvious thing to try would be to completely uninstall all On1 software, clean your PC (all On1 folders and registry data) then reinstall it all.

    0
  • Carl Traub

    The other thing support typically suggests is deleting the settings file.  For some reason the product is constantly corrupting this file, and they seem to be unable to resolve why,

    0
  • Iain Holder

    So here is a breakdown of my communication with On1 Tech support so far.

    I'd like to add that nothing suggested to date has worked and the problem still persists.

    1/

    Hello,

    Thank you for contacting ON1 Support.

    For this issue, we would like to know if there is anything showing up in your Windows Event Viewer.
    In your Search Bar type Event Viewer.
    Then go to WindowLogs >Application
    There should be some Errors that are being listed.
    Make Sure you are sorting by date/time. Look for a red Error! line.
    Double click on the Error line to open the details.

    What you want to focus on here is the “Faulting module name” for example in the picture it shows NTDLL.dll but your system may show a different file.

    Also, look at the Faulting module path.

    What is the faulting module name? What is the faulting module path?

    Please let us know this information so that we can assist you further.

    Regards,

    Cody | On1 Technical Support

    2/

    Hi Cody.
    Thanks for a quick response.
    Please see below.
     
    2x Errors in Event View.
    Event ID: 1002
    Task Category (101)
     
    1/
    The program ON1 Effects 2021.exe version 15.5.0.10403 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.
     Process ID: 6c38
     Start Time: 01d8065ae603b6e6
     Termination Time: 4294967295
     Application Path: C:\Program Files\ON1\ON1 Effects 2021\ON1 Effects 2021.exe
     Report Id: a2f912fa-f681-4362-92b2-1c38a5aef79b
     Faulting package full name:
     Faulting package-relative application ID:
     Hang type: Top level window is idle

     

    2/
    The program ON1 Resize 2021.exe version 15.5.0.10403 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.
     Process ID: 6604
     Start Time: 01d8065c0c16b40b
     Termination Time: 4294967295
     Application Path: C:\Program Files\ON1\ON1 Resize 2021\ON1 Resize 2021.exe
     Report Id: f1410c8d-0ef1-45fb-add8-90456baa00d1
     Faulting package full name:
     Faulting package-relative application ID:
     Hang type: Top level window is idle
     
    Kind Regards
     
    3/
    Hello,

    Reviewing your log files, there appears to be some corruption in your databases.

    Try 'Resetting' the apps.

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

    Does this correct the issue?

    Let me know if I can be of further assistance.

    Regards,


    Stevie | Tech Support & QA Engineer

     
    4/
    Hello,


    The biggest issue we see with crashing, preview issues, poor performance, hangs/freezes in the UI or images not appearing when using ON1 apps  is either video card drivers not being current or that the application has not been set to run off the discreet (not embedded) GPU

    Visit the manufacturers website to download the latest driver directly from them. Updating thru the Windows updater will not give you the latest driver.

    Full Instructions are available here:
    https://on1help.zendesk.com/hc/en-us/articles/115000551608--OpenGL-3-3-and-later-is-required-How-to-update-video-card-driver-Windows-Only-

    After completing the install, please open the NVIDIA or AMD Control Panel (depending on what brand is installed on this machine) and make sure ON1  is configured to run exclusively off of this GPU. Here is some more information on how to do so:
    https://on1help.zendesk.com/hc/en-us/articles/115000138471

    Apply these changes and reboot your machine.

    Also make sure you've set exceptions in your firewall/security software for ON1, as this can often interfere with the launching of our apps and plugins.

    If you're still having issues can you send us your ON1 Log.txt file?

    You can find the log at the following location, there maybe some additional information that is being captured here.

    C: > Users > Your Username > APPDATA > Roaming > ON1 > ON1 [App] 2022: ON1  Log.txt file.

    Please note, App Data is a Hidden Folder on Windows. Please make sure you enable hidden files and folders on your machine so you are able to open this folder:

    http://windows.microsoft.com/en-us/windows/show-hidden-files#show-hidden-files=windows-7

    Let me know if I can be of further assistance.

    Regards,

    Stevie | Tech Support & QA Engineer

     5/

    Hello,

    I apologize for the ongoing hassles.

    If you're still having issues, I'd recommend doing a clean install at this point...

    At this point I'd recommend a clean install.

    Here are the steps for doing a clean install of ON1 Photo RAW:


    To uninstall:

    1. Go to Start (Windows) menu

    2. Select Settings

    3. Select Apps and this will list all installed applications

    4. Scroll down to ON1 [App Name] 2022
    5. Select it and then press the Uninstall button

    6. When uninstall is finished go to C:\ProgramData and locate the ON1 folder and move that to the Recycle Bin

    7. Next go to C:\Users\<Your username>\AppData\Roaming and locate the ON1 folder and move that to the Recycle Bin.

    If you do not see ProgramData or the Appdata folders, they are hidden by default by Windows. You can get to them by opening up a Windows

    Explorer Window and typing in c:\programdata and then in a second window %appdata% and then press return. That will take you to each folder.

    To begin re-installing you will need to completely disable both your antivirus and firewall prior to reinstalling, launching and activating the program for the first time. Please make you are following the steps below as these steps have fixed similar problems for all of our other Windows users:

    1. We recommend downloading and running a registry cleaner to remove any possible bad left over files, we recommend this free one:

    www.piriform.com/download

    2. After completing the registry cleaner, it is absolutely critical to reboot your machine.

    3. When you have returned from the reboot, please disable all antivirus, firewall and automatic backup software on this machine and download and install ON1 from the links below. After disabling your antivirus and firewall, please make sure these programs are not running in the background via Windows Task Manager.

    https://on1help.zendesk.com/hc/en-us/articles/205534438-Product-Downloads-for-ON1-Owners


    4. When the download is complete, please right click on the .exe file and choose "Run as the Administrator" to launch the installer.

    5. When the installation is complete, if you have a dedicated graphics card please open the NVIDIA Control Panel and make sure ON1  is configured to run exclusively off of this GPU. Here is some more information on how to do so:

    https://on1help.zendesk.com/hc/en-us/articles/115000138471

    6. Please launch the program by right clicking on the Desktop shortcut and choose "Run as the Administrator" to launch the app.

    7. Sign in to activate the program with your ON1 email address and password.

    Let me know if this does not correct the problem.



    Regards,


    Stevie | Tech Support & QA Engineer

    6/

    Hi Stevie.

    Short answer…..no
    Followed all instructions but still very unstable launching from photoshop. Causes photoshop to crash and consequently I lose all unsaved work. Desktop apps crash on opening.

     

    So at this point i am still unable to use my On1 products either launching from desktop, or more importantly, from within Photoshop. Tech support have not got back to me since my lastest request yesterday morning and i am getting quite frustrated as i have a ton of editing to be getting on with.

    So Rick, yes. I was hoping someone on here would have experienced similar, and would be able to offer some kind of advice.

     

    0
  • Rick Sammartino Community moderator

    As I expected, Support has already suggested everything any of us would have suggested.

    What about going back to a previous version? At least you'd be able to get your work done until the problem is figured out.

    0

Please sign in to leave a comment.