Brucej67 Loc: Cary, NC

I am running ON1 Photo RAW 2021 build 15.5.1.10782 on an iMac Big Sur Version 11.5.2 Retina 5K, 27-inch late 2014 computer 4 GHz quad-Core Intel Core i7 memory 32GB Graphics AMD Radeon R9 M295X 4 GB.

I run a number of applications including Adobe Photoshop CC (Subscription Model), Affinity, Exposure Z6 and Luminar AI. All these applications work fine.

When I open On1 as a stand alone application and chose a photo to work on at any point and time ON1 will crash. What I mean by that I could be on the Edit panel or the Filter panel and for no reason the application crashes.

I tried reloading the application from their site with the same results. I ran a virus scan on the computer with nothing showing up. I opened a help ticket which is not answered by them. I am at loos as to whatever to do about it. Each time it happens I send the crash log out.

Manglesphoto Loc: 70 miles south of St.Louis

Good luck getting help from them.
I had the same trouble many years ago with them , that's why I have never used any of their products since then.

Zaydewise Loc: Nashville TN

If you submit this to On1 support they can check the LOG and see if there is a reason.

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

I have had good responses from ON1 Support and I use it as a stand alone product for years. Have you updated your graphic driver lately. That is one of the problems that may be causing your issue but I'll let Support answer your problem.

Ednsb Loc: Santa Barbara

Their help is quite good. Direct it at Kahlie. https://www.on1.com/support

jsfphotos Loc: New York, NY

I'm really surprised to hear you got no help from On1 Help. They have always been pretty responsive. I am not a techie so I'm not sure about this, but I thought when you run On1 as a "standalone" application, it means you're using it as your main photo processing app. That if you use Photoshop or Lightroom or some other app that automatically implies you're using On1 as a "plug in". Since it's clear you're using other software, might that be the problem?

Brucej67 Loc: Cary, NC

Their stand alone application should work the same as a plug in, and by the way if I use it as a plug in from Photoshop it crashes as well.

CTTonymm Loc: Connecticut

Very strange. I have run On1 Photo Raw for several years as a standalone. It worked fine when I was running Photoshop and LR (not as a plug in), but have since dropped and deleted the Adobe software as ON1 works better for me (easier to use and guides me thru new and different approaches and ideas much better than stumbling around Photoshop and looking for help in many strange places). I have had outstanding, prompt service from ON1 when I have had an occasional irritation or problem. Kahlie is a familiar name to me for excellent response time/quality. I made the switch to Mac mini M1 computer last November and am now running Big Sur OS successfully with ON1 performing just fine. Keep pursuing ON1 support ticket - they will come through for you. I also am an ON1 Plus subscriber - maybe this moves me closer to the front of the line in heavy Support call periods ?

Dennis833 Loc: Australia

I had the same problem with my old Mac Pro. The program started crashing soon after I upgraded to the 15.5.1 build so I went back to the 15.5.0 version and it's been running fine without any problems.

Brucej67 Loc: Cary, NC

Update: Help finally came through and this is what it is.

Cody Armstrong (ON1)
Aug 30, 2021, 9:14 PDT
Hello,

For this ongoing issue I would recommend doing a complete clean install of ON1 Photo RAW by following the steps below:

* Note, the User Library is hidden by default. To reach it, open a new Finder window, then press and hold the Option key on your keyboard while you click the Go menu at the top of your screen. Select the Library option which appears. From there, you can continue into the Application Support/ON1.

If you have installed any presets or extras you can back up these folders in the following locations:

Go to the User level Library:

~/Library/Application Support/ON1: Extras 2021

~/Library/Application Support/ON1/ ON1 PHOTO RAW 2021: Presets

After backing up any content please proceed with a manual deletion of ON1 PHOTO RAW 2021 folders and files:

Go to the System level Library:

`MacHD>Library>Application Support: ON1: Delete all 2021 folders

And the User level Library

~/Library/Application Support/ON1/ Delete all 2021 folders

Also in the User Library

~/Library/Preferences (delete all instances of com.ononesoftware2021.plist pref files)

Reboot the computer after doing above steps, then reinstall 2021 from this link:
https://ononesoft.cachefly.net/photoraw2021/mac/gm_10782/ON1_Photo_RAW_2021.dmg

Please let us know if this resolves this issue for you or if further troubleshooting is required.

Regards,
Cody | On1 Technical Support

CTTonymm Loc: Connecticut

Good, Hope this works - and let us know if this solved your problem ?