Jeannie88

I purchased the upgrade to the Nik Collection, Nik 4 because I love Silver Efex pro. Much to my chagrin, It didn't work with on1, Nor could it work with my raw files as a stand alone. I was given some suggestions by a support person, but none of them worked. (on1 said it was aware of the problem, and was working on it, and by the fall should have a fix(in their new upgrade I would presume).I then asked for my money back. The support person told me that once I purchased I could not get my money back, but he said they would make an exception, but ONLY if they could access my mac to do the uninstall themselves. I said No to that because I don't want them in my machine, and the collection came with its own uninstall, and I also have and use the App cleaner.

I then downloaded the trial of DXO Photolab4 so I could see how the nike upgrade worked. When I started to use it, I quickly saw that I could not access or use the nik collection, nor could I save to disk. Both those buttons were grayed out. A week ago I emailed that same person back and told him of the problem. He said I had to stare another ticket, which I did. It has been a week and despite sending two requests, I have heard nothing back, except for the automated response that says that hte request has been received.

I can not understand why I have not heard anything, and this seems to be very counterproductive on DXO's part. I was already to spend the bucks to buy photolab4, But now am quite hesitant to do so.
Has anyone else had this problem trying to get support from DXO?

alphadog

Yes, have had problems... finally did get mine fixed.

They are actually a small French outfit and have only a couple of tech responders. I don't know what specific issues you were having.. I first used the 30 day free trial, then bought the Nik4 program at sale price $99.

The payment went thru, but I could never install it since they did not send the INSTALL file.

For me, THE issue was I used their free 30-day version, but forgot my PW... AFTER I bought the program, THEY kept stating I must SIGN IN, which I could never do and when I clicked on change my PW, they never sent the email for me to change the PW.

After 20x emails back and forth to the same two techs, I finally filed a claim and got a refund.

Solution for me: I realized IF I bought the Nik4 using a different name and email address [my wifes], I could just buy the $99 special directly, which I did and then copied it and installed it in my PC.

Your issues sound more like you may have a corrupted copy, since I know PC and Mac users utilize this program.

You might consider taking the refund, then do the same thing, use a different name & email, buy the program and transfer it to your computer. YOU may have gotten a corrupted program, so it might be easier to start anew...

That was my experience... good luck!

DirtFarmer Loc: Escaped from the NYC area, back to MA

When I was learning raw processing, DxO was one of the programs I tried. That was probably 13-14 years ago. I found that it did a few things well but it was sporadic as far as whether or not I could get it to work. I gave up on it after a few months of mixed joy and frustration.

David Martin Loc: Cary, NC

It may be that you need to install Nik collection after installing DxO Photolab 4. Now that you have Photolab, I'd try uninstalling Nik collection and then reinstalling it. That may solve your access to Nik via Photolab.

mwsilvers Loc: Central New Jersey

If you have not done so yet join the user feedback site https://feedback.dxo.com/. This is an active site frequented by a large number of regular and knowledgeable users as well as DXO's support staff. There have been a number of issues as a result of the latest version of the Nik collection. I can't guarantee they can help you resolve yours, but that's the first place I would go.

Ufauxreal

I have been using NIK since before Google purchased it. For some reason, it stopped working. Because my version was so old, DXO informed me I needed to purchase their version, which I did back in Sept. 2020. I only use 3 of the plug ins.. of those 2, Color Efex and Silver Efex immediately crash Photoshop. Viveza does work. I have attempted to contact DXO multiple times. All I get in response is a canned email with suggestions that do not work. Thank you mwsilvers for the link. I will post my issues there and see if anyone can help.

Jeannie88

I already did that. I am thinking that perhaps in the trial version of photolab, not all is usable, although if this is the case, I can not understand why

Jeannie88

Thank you, I have just signed up for it

photoman43

I have been using DXOPL4 , Elite version, and the latest version is version 4.3.1. I also have NIK Collection 4. Both have been updated about three times in about the last two months. Make sure you have the latest versions of both products.

I use them on a win 10 laptop and a win 10 desktop. I have had no issues accessing any of the NIK plugins from DXO PL4 in any of the recent versions.

Here is how I found out about the updates: When I open DXO PL4, it tells me another version is available and askes me if I want to download it. I say Yes and the download begins. Before I install it, I turn off DXO PL. Then I install the new version.

Then I open it and use it.

When I access NIK from DXO, if a new version of NIK is available, I am told that when I access NIK so I download it and install it.


When I have needed to contact Support, I have had responses back in about one to two days. T

mwsilvers Loc: Central New Jersey

Please use the quote/reply feature so we know who you're responding to.

mwsilvers Loc: Central New Jersey

I also use the Nik Collection with DXO PhotoLab with no problems, but many of those using the new version of Nik with other software have run into a number of issues.

Guzser02

Hi Jeannie88, You need to install DxO PL4 (Primary) first and then NIK(4) (Secondary), the reason for this methodology is program association. In some machines, the OS handles installations in no particular order. In others, the OS (Mainly Windows) handles the primary program first and the secondary (or "slave") program second.
In technical terms, NIK is a slave (or "plugin") to both DxO PL4, Adobe Photoshop and Adobe Lightroom.

TheShoe Loc: Lacey, WA

I have been using DxO PhotoLab (and its predecessors) for several years. Disclaimer: I do not have NIK. I have had a few problems, only 4 or 5 over the years, and DxO has been very responsive. I have had no reason to complain about the service.