Tech Support from ON1
Jun 21, 2019 17:06:19 #
This is a warning for those that use ON1 for photo editing, their tech support/customer service stinks. I had a simple question regarding the location of Extras and got nothing but a runaround and answers not relevant to my problem. When I wrote a critical email to them I was simply ignored and never contacted. BAD!
Jun 21, 2019 19:39:55 #
I had an issue and had to email them several times. Response was quick and to the point, though I resolved my issue by my own efforts.
Jun 21, 2019 19:44:54 #
mwsilvers
Loc: Central New Jersey
sonadam wrote:
This is a warning for those that use ON1 for photo editing, their tech support/customer service stinks. I had a simple question regarding the location of Extras and got nothing but a runaround and answers not relevant to my problem. When I wrote a critical email to them I was simply ignored and never contacted. BAD!
If you are using Windows it located in C:\ProgramData\ON1\Extras 2019
Jun 21, 2019 19:45:44 #
I've always had good results with their tech support. It's not instant, but they have gotten back to me and followed through with a solution when one was available.
Jun 21, 2019 21:17:02 #
sonadam wrote:
This is a warning for those that use ON1 for photo editing, their tech support/customer service stinks. I had a simple question regarding the location of Extras and got nothing but a runaround and answers not relevant to my problem. When I wrote a critical email to them I was simply ignored and never contacted. BAD!
Sounds like they responded quickly and gave you several answers, just not to your understanding. Not their fault you don't understand how to use their photo software. They have Great Tutorials on YouTube and Anthony Morganti also puts out great tutorials on One1 Raw as well. If you need a walk thru just post a question here....
In the Edit module, while in the Develop mode click on the layers panel. Under the layers panel click on the + sign, this will get you to the Extras.......
Jun 22, 2019 00:35:50 #
Sorry to tell you but there is nothing like Extras under ON1. That is exactly my point that they send emails but not address the actual issue
Jun 22, 2019 00:37:39 #
Jun 22, 2019 06:01:37 #
sonadam wrote:
Sorry to tell you but there is nothing like Extras under ON1. That is exactly my point that they send emails but not address the actual issue
"Extras" are referring to a group of files that Hold Extra files of photos or textures that can be applied to Your photos in the Layers Module. Extras is Located Inside of On1 Raw. Lets say you want to add a different sky to your photo. You need to be in the Edit module, in the Development mode and then click on the Layers Panel. Once in the layers panel you will see a drop down menu with Extras attached.
Here is a tutorial I used recently to learn how to merge two photos. In it Extras are explained.
https://www.youtube.com/watch?v=V68DUMXxvLk
This is just one of many tutorials put out by Anthony Morganti. If you click on his name you will be directed to all of his ON1 tutorials.
Jun 22, 2019 10:14:28 #
My experience, satisfying or not, with ON1 support has been dictated by whoever is responding to the query. There are a couple people whose names I instantly feel good about. Ryan is one, excellent and seems to take a genuine interest in helping. Others shall remain nameless whose responses appear to canned emails. I always receive an answer within 24 hrs, sometimes within an hour or two after submitting.
Jun 22, 2019 10:47:38 #
Jun 22, 2019 10:48:11 #
Jun 22, 2019 10:52:46 #
sonadam wrote:
My bad experience was with Caterine Kalian. She was completely useless.
Totally agree. I wondered if she actually read my question. I finally replied to her worthless email and asked for her supervisor. Never received an answer. Ryan and Stevie are just the opposite, both very good.
Jun 22, 2019 12:40:54 #
mwsilvers
Loc: Central New Jersey
sonadam wrote:
Extras don't exist
Incorrect. If you are using Windows it is located in C:\ProgramData\ON1\Extras 2019
Jun 22, 2019 12:51:02 #
Did you go to the link I provided and learn anything????????
Jun 22, 2019 12:52:05 #
Gene51 wrote:
I've always had good results with their tech support. It's not instant, but they have gotten back to me and followed through with a solution when one was available.
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