pdsilen Loc: Roswell, New Mexico

I'm a subscriber to ON1. Whenever I try to open it it freezes. According to their instructions I deleted it and then reinstalled it. And it didn't do any good, not to mention that their customer service leaves a lot to be desired. Any suggestions?

JD750 Loc: SoCal

Computer platform? Operating system? Has it every worked? When did this start happening?

drjuice

Over the years, I've found their CS to be helpful. I've never had the problem you describe.

If you installed it on a Win10 system that's a 64-bit system and your version of ON1 is 32-bit software, I'd suggest either getting the 64-bit version of ON1 or wiping it off the Program Files directory and reinstalling it in the directory labelled "Program Files (x86)" which should appear right below the "Program Files" directory, unusually it's on the C-drive. It will run more slowly than if you invest in the 64-bit version, but it should run.

FYI - I've got 16 copies of one package, so I'm still running the 32-bit version on my Win 10 system from the x86 directory and it works just fine as does 32-bit Libre Office which i use instead of M$ Office in the 64bit version.

Hope this helps.

drjuice

drjuice

Over the years, I've found their CS to be helpful. I've never had the problem you describe.

If you installed it on a Win10 system that's a 64-bit system and your version of ON1 is 32-bit software, I'd suggest either getting the 64-bit version of ON1 or wiping it off the Program Files directory and reinstalling it in the directory labelled "Program Files (x86)" which should appear right below the "Program Files" directory, unusually it's on the C-drive. It will run more slowly than if you invest in the 64-bit version, but it should run.

FYI - I've got 16 copies of one package, so I'm still running the 32-bit version on my Win 10 system from the x86 directory and it works just fine as does 32-bit Libre Office which i use instead of M$ Office in the 64bit version.

Hope this helps.

drjuice

47greyfox Loc: on the edge of the Colorado front range

I've had similar issues on a couple occasions. Unlike your experience, I got good suggestions from their CS. They have a procedure on the ON1 website that provides this guidance, but I'll hit the highlights. Completely install the old version. Use a deep cleaner, like CCleaner, to go after the odd ball stuff including the registry. Then, run regedit to make sure. The goal is to remove every tidbit of anything associated with the version you are uninstalling including folders. Then, download the new version and I leave it on the desktop. Close the browser, turn off any antivirus and I also turn off the firewall even though I'm not sure it's necessary. Then, run the installer as the administrator. For the benefit of those who are wondering, that means right click on the installer and select accordingly. As soon as the program is installed, I turn on the security programs that I had turned off, then I start ON1 PR and give it a short edit run. If everything looks okay, I reinstall all the presets that I had previously had and still use. I can't remember off hand where to go, but I also hand over the heavy lifting to my graphics card. If you aren't running one that meets their suggested minimum requirements (which changed with 2019.5), then you might consider spending a "few" bucks to upgrade the GPU. Good luck! For the record, I've also upgraded the program to the latest for the 3 years I've owned it. Quite honestly, this will likely be my last year using it. I find in many cases that my old LR 5.7 and PSE 2019 still work as well if not better. I'm pretty much tired of the ON1 Photo Raw "experience."

Doc Barry Loc: Huntsville, Alabama USA

Uh, perhaps it is because of where you live. ETs and UFOs and other things that go bump in the night are common place there is Roswell I have heard.

CTTonymm Loc: Connecticut

I'm a happy camper with ON1 and have never experienced this. I have found their Customer Service outstanding on several occasions in the past - usually found it was a case of not closely thinking through the operator options. I also believe they are improving every year and I continue to learn new approaches and have not found limitations to my expectations (I previously was a Light Room devotee and used Adobe PS about 10% of my editing time). I am unable to upgrade my mac OS due to age of my Mac mini - but will upgrade both shortly. Meanwhile, I only see slight delays on the video card performance (due to age). I tend to think this might be a 64 bit software vs. a 32 bit hardware case -- but I'm not an expert geek, by any means.