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last update crashes

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23 comments

  • Rick Sammartino Community moderator

    For me, the latest update fixed my crashes. If you're having new problems you should open a trouble ticket and explain the problem.

    They'll need you to attach the info from this article.

    https://on1help.zendesk.com/hc/en-us/articles/360018405111-How-to-submit-a-problem-to-ON1-Tech-Support-A-Step-by-step-Guide

    https://on1help.zendesk.com/hc/en-us/requests/new

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  • Brian Lawson Community moderator

    Which model Mac are you running?

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  • Rick Sammartino Community moderator

    Update to my previous post, spoke too soon. Crash problem is not fixed and I'll be sending new logs to On1.

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  • gunther geeraerts

    In general the app runs fine and is fast!

    the RAF files are sometimes corrupted when importing them

    my Mac is 2019 last OS

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  • Brian Lawson Community moderator

    2019 what? Which model — iMac, MacBook, MacBook Pro, Macintosh desktop? I need more information.

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  • Rick Sammartino Community moderator

    Here is a tip for those with Photo Raw crashing...

    When you contact On1 support, you can attach a copy of the Crash Dump for the engineers to analyze and help speed up the fix. The Crash Dump is created immediately before Photo Raw crashes and is deleted when you restart the program. That means you have to get it BEFORE you restart after a crash.

    You can find the dump here...

    \Roaming\ON1\ON1 Photo RAW 2022\AppCenter\crashes

    It's possible that the AppCenter folder may be hidden. In windows you can un-hide it here...

     

    and they look like this...

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  • Brian Lawson Community moderator

    For Mac users, I copy the crash log from the crash report window to paste into the message I send to support.

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  • gunther geeraerts

    It concern a Desktop Mac

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  • Brian Lawson Community moderator

    I still need to know which model you have. Please send me a screen shot of the About this Mac dialog.

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  • gunther geeraerts

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  • Brian Lawson Community moderator

    Thanks, your system should be able to run the program without all the crashing. All I can recommend at this point is that you try the Delete Settings and Reset ON1 Photo RAW options. After the reset you'll have to rebuild any Catalogs, Albums, etc as explained in the article I linked. If that doesn't help you'll need to contact tech support.

     

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  • gunther geeraerts

    Do I also loose the installed presets when resetting?

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  • Brian Lawson Community moderator

    I don't remember off the top of my head but I'm inclined to say yes as it wipes out all your user settings for the program. It basically returns you to the same place as if you had installed the program for the first time except that you do not loose edits which are saved in the .on1 sidecar files.

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  • gunther geeraerts

    Did a quick reset on my MacBook and reset was done.

    Took 11 RAF with my XT4 , and 2 times made the app crash and 2 photos corrupted

    Doesn't seem to help.I will wait for support from Cody or Stevie 

     

    Thanks

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  • David Kick

    Gunther this might not have anything to do with what you are seeing but how did you get the photos onto your system? Did you import them using On1 or did you copy them from your camera/card in some other fashion?

    If you imported them maybe try to copy them from your camera/card and see what happens?

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  • gunther geeraerts

    Standard import from Card reader ; click "importing from device" into external HDD.

    As I always did

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  • David Kick

    Sorry I'm not familiar with Mac software so I don't quite understand your answer are you importing using On1 software or the Mac OS. If you're using the On1 software I'm just wondering if something changed there causing some sort of corruption. I always use the Windows OS to copy files from my card reader or camera into the desired directory.

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  • gunther geeraerts

    Thanks David for being interested!

    I use ON1 as importing tool

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  • David Kick

    So might I suggest that you use the OS to copy files to a directory as a test and see if they still show as corrupt.

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  • Rick Sammartino Community moderator

    It's unlikely that the files Photo Raw says are corrupt actually are. 2022.5 had marked about 50 of my files as corrupt before I uninstalled it. ALL of those files work properly with an earlier stable version. All you have to do is open any of those files in any other application to see for yourself.

    Once marked corrupt, those files will not open in any version of Photo Raw until they are removed from the corruptfiles.log and Photo Raw is forced to re-read them.

     

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  • David Kick

    I don't have an issue with corrupt files I was just making a suggestion as to a possible cause since I have never used the import function. My thought was maybe there is something that happens in the import process that might cause On1 to see them as corrupt --- that is all.

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  • gunther geeraerts

    tried to import the RAF files direct to a directory and opened ON1 : same result : 20 % of the RAF files gets corrupted and app closes down

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  • Rick Sammartino Community moderator

    You'll need to wait for On1 to fix the bug that's causing files to be marked corrupt. If you're not getting work done because of this, you may need to go back to an older version of Photo Raw until it's fixed. I'm running 2022.0 now for that same reason.

    If that's what you want to do, you'll have to contact On1 support for the older version.

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