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56 comments

  • Official comment
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    anonymous xd

    Hello Artists. 

    First of all, thanks for downloading Luminar 4. As you're reading this post, Skylum Product Team is busy working on the next free update. Fixing the reported crashes and issues is our top priority. We will not be able to improve every single bit of it with the next update, but we will put maximum effort to eliminate as many critical issues as possible. Plus, you'll get new features.

    We will keep you posted on when the new version will arrive. 

    Meanwhile, if you have experienced a Luminar 4 crash, please send us your crash report & your PC/Mac details: https://skylum.com/support. This will make sure we have a record of it and add to the list of required fixes.

    Thanks, and have a great day.

    Alex

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    The Imperial OPA

    I was reading other threads about the crash and the moderator says to come to this thread for information. However now that I am here, I am not seeing any suggested fixes or workarounds we can try, just the same message - reach out to support. I did this and did not get back a response yet and it has been over 2 days. **VERY FRUSTRATING

    I am willing to stay with this program a little longer but come on, you should at least offer us a 50% refund for being the beta testers on this program. Or perhaps update this thread with something about what you are doing to fix this issue, be like - We are aware of the issues and it has something to do with  .... ?? We will post another update in 24 hours, give us updates so we know you are taking this seriously and not just directing everyone to support one at a time.

    Communication is key. Post updates about your addressing of this rather large issue. Posting updates and communication is key to keep your fan and user base happy. Even if it's not good news, post it.  Transparency and communication. Cause as of right now, I feel like I am in the dark with no response and it sounds like you (Skylum) do not care that this is happening and sorta don't care about your users. Prove my thought different. 

    Thank you

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  • Avatar
    The Imperial OPA

    @Angela Andrieux 

    I reached out to support 4 days ago and no response back from them. I sent the crash files, no response. 

    • Just telling people to email support is not good customer service 

    Why have this community forum if you are not posting solutions to what looks like a VERY COMMON issue? Why have a community forum if you just tell people to contact support? 

    1. What is Skylum doing to fix this issue?
    2. How common is this issue?
    3. Is their a patch coming sometime soon?
    4. Are there any common threads like video drivers or conflicts?
    5. Do you have any workaround for us professional photographers THAT WANT TO KEEP USING YOUR PROGRAM?

    Communication is key@Angela Andrieux .  Tell the community what is going on and what your team is doing to fix it.  

    My company has bought me a copy of Lightroom yesterday after I told them about the issues I am having in delivering what they paid me to do.  The installer is on my desktop, you are about to lose another customer. I Don't want to use Adobe, but will refund this program if there is no solutions or event attempt at transparency in what's going on. It's ridiculous that you are not addressing this BIG issue publicly.  Let us know whats going on.

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    Thomas Doyle

    I'm sorry but contact support for what?  You can see all the issues everyone is having! Do you know how to fix this crashing issue and the excruciatingly slow software?  Or will I wait 2 days to receive a please send us your event log?

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  • Avatar
    Ama Mem

    Purchased Luminar 3 + 4(in advanced) a month back simply down to the marketing promises. Luminar 4 is crashing constantly without ANY notice/error. I'm simply just browsing my catalog and it crashes again and again. I decide to first search the community support forums (because i have the mindset that if I can find an answer relatively quickly myself, it'll put less strain on the luminar support team). And so I find this post (and others pointing to this), I follow instructions to send crash logs etc to the support email but hear nothing back apart from the automated acknowledgement email. To top it off, I receive a marketing email from luminar with your CEOs face on it excitingly hinting of new things to come as part of the road map..... I would have preferred an email apologising for the buggy software release accompanied with news updating customers with a fix (or news of a fix to come). Who's decision was it was to release that email at this stage where its evident its been released to early and customers are feeling pains due to sloppy decisions on your part... Come on, take a step back and think before executing actions.

    This is really simple in my mind - I paid for software and now want to use it... but I can't because it currently Does Not work as it should.. as it was advertised to. I really feel for all the professional photographers out there that this issue must be causing to them - a negative impact in their work flow and in turn a negative impact to thier end customers. For me, using it for family photos etc. It's caused a slowdown in what I wanted to achieve and a lost in my trust to this company.

    I am a brand new customer excited to support this company seeing it paving the way for it to become a household name but feel very let down at the beginning of my journey with the software.

    I have not heard back from Support. I have not seen any help here (not even an acknowledgement that there is an issue) and think the company needs to act on this ASAP.

    Please let us all know are you are doing about this?

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    Ama Mem

    @billy rickards

    I think Skylum leave no choice but for all Customers to have to follow this option. I can't believe there hasn't been a reasonable response still. It's about time the head of customer success, head of product, head of marketing or at this point even the CEO to step up from the shadows to voice the company's response. Yeah things go wrong but for goodness sake, accept responsibility, communicate better with your customers, fix the issue, make good on the whole sorry affair and let's move on.
    At the very least please get your support team to respond to support tickets, even a blanket statement (copy and paste job) would have been something. Win back the lost trust.

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    Thomas Steffen

    I had several crashes, too. I was scrolling through my catalogue and Luminar freezed and finally crashed to the desktop without any error message.
    My catalogue has 2700 photos. It is stored on an internal SSD. My hadware specifications:

    OS: Windows 10 Pro
    CPU: Intel i9-9900k @4,8GHz
    RAM: 32GB DDR4
    GPU: Nvidia Geforce RTX 2080 Ti

    I already submitted three bugs this week! I'm tired of playing beta testers for Skylum! A lot of people asked to be a beta tester before and Skylum said no, thank you. That's why we have a bug-infected version for release.

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    Binu Philipose

    I have sent an email with crash event logs. Its a big disappointment to release such a buggy software. 

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    Frank Balzer

    Dear Skylum team, many users keep complaining and describing the same issue. I guess you must have got many eventlogs all with the same content from us beta-testers! My question simply is by when do you plan to fix the issue? And how are you going to get trust and client satisfaction back? I really consider to ask for a refund :-((((

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    Paul Clare

    Me too. It keeps crashing all the time. When I try to use the Clone & Stamp tool it just keeps freezing. I then have to shut down the computer and re-start. When it loads up it starts to load the photos and then shuts down. Mine is also very very slow to do anything. This is terrible software and feels very wooden compared to Topaz and Lightroom, Very disappointed.

     

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    Frank van der Meer

    Hi Kate Williams, I send 4 e-mails to the support mailadres, but until now no reaction at all.

    Skylum is definitely going to be very successful in the 'Worst support of 2019' election...

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    Andrea Tosti

    PC features:

    Dell Inc. XPS 2720

    Microsoft Windows 10 Pro, ver. 1903, build 18362.418

    Intel® Core™ i7-4770S, RAM 16 GB

    Internal HD with OS. Library of 36 photos

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    Martin Ische

    Also with me L4 crashes more or less regularly with the picture change.
    My configuration:

    Lenovo Thinkpad P70
    Windows 10, Version 1709
    16 GB RAM, Intel i7 - 6280HQ
    Nvidia Geforce M3000M

    All photos are on the internal SSD

    Number of photos in the library: 21 or 267 or 585, doesn't matter, I had crashes with all three folders, especially if a photo was edited in L4 before, but also with photos without editing.

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    Frank van der Meer

    Crashes all the time on Windows, cannot work with it. It's a real disappointment!

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    Tone Chant

    L4 freezing briefly then closing without warning when scrolling library, straight after it's just loaded, so I can't even scroll to photos to edit them!

    System: i7-9700K, 32GB RAM, GeForce GTX 1070. No overclocks, all drivers up to date.

    Disappointing to see this issue first reported days ago and still happening, even more disappointing to see L4 as slow as L3 was. Tempted to request refund as so far, when it's not crashing, it feels more like L3.5 than L4!

    (And yes, I'll try and get round to sending event logs to Skylum Support, although I didn't spend this much, just to end up being a beta tester!)

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    Geert Wijnands
    I discovered that when I want to edit photos from Lightroom or Photoshop into Luminar 4 (as a plug-in), it works correctly.
    As a standalone program it chrashes and stops everytime I want to replace the sky or do other funstuf. 
    Has anyone experienced this too?
     
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    Sooraj S

    I was a New User for Luminar 4 , but this is already disappointing me big time and also sad to see so many users facing the same trouble. The thread seems to grow longer every day without any end solution. Hope the Skylum Team will roll out necessary fixes in the next update , ASAP as it is already hampering the workflows of many professionals out there.

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    Member

    robert Blanc that's not true. I have Intel CPU - and most people complaining here - and we have same problems.

     

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    Vita Bergman

    Hi Andrea!

    Could you please specify if you are on Mac or Windows?

    How many photos are there in your library?

    Are they located on the internal or external drive?

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    Mike Wilkerson

    Me also.

    Crashes 5 seconds after the "splash screen" disappears. Removed and reinstalled to no avail. Worked once as a plug-in with Photoshop CC

    Set up is a Dell XPS 8910 Desktop, Windows 10 Ver. 1909, Samsung 1 TB SSD

    16Gb RAM, Intel 6th Gen i7-6700 Processor

    Nvidia GeForce  Ti 1050 4Gb RAM

     

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    Gary Bowen

    Had a silent crash to desktop. Finished editing an image and switched from Edit to Library panes (about 500 image library), crashed.

     

    I sent screen shots of the Windows log and about system to the support team.

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    Espen Andresen

    I have the same problem.
    Crashes and freezes become more and more common.
    Now Luminar 4 wont launch edit options upon program initiation.
    Crashes when scrolling library.

    i use the library with folders containing .ARW files.
    Finished edits folder are contained within the same folder.
    All images are stored on a separate SSD (Samsung SSD 850 EVO 500GB) on the laptop.
    Luminar 4 catalog is also stored on its own folder on the SSD.

     

    Computer type: Notebook (HP Zbook G3 Mobile Workstation)

    OS: Windows 10 Pro 64-bit 1903.

    RAM: 40 GB DDR4 PC4-17000 2133MHz

    CPU: Intel Core i7-6700HQ CPU @ 2.60GHz

    GrC: NVIDIA Quadro M2000M

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    robert Blanc

    I sent so much reports to Skylum for all the crashes I had with Luminar 3 without any answer and now I have to restart with Luminar 4 No IT's not possible I never have an answer for my problems.

    And I am not alone !!!!! 

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    Billy Rickards

    Same thing here. Incredibly disappointing. This was happening in Luminar 3 and should have been resolved by Luminar 4. So unprofessional and I spent good money on this. Does any know if they're giving refunds? This product was not as advertised and doesn't work. It's integrally faulty. No professional creative person can actually use this and have a good workflow if it crashes every 5 minutes. 

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    Frank van der Meer

    Unfortunately not: it crashes also all the time when I use it as a Lightroom plugin. And something else: it is very very slow, especially when I use it as plugin.

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    Member

    For me Luminar 4 is unusable. Just like L3. I bought L3, couldn't use is because is was so slow and didn't support my camera. I tought L4 will fix this all.....

    I haven't worked with L4 for more than 5 minutes. Constantly crashing without warning. Sometimes by scrolling photo's or going to editmode. Also some pictures look like they are blurred. Other pictures are razor sharp.

    Using a microsoft surface pro - i5 - 8GB - 128 GB - windows 10

    All installed (and newest version):

    • Let us know your version of the app (start Luminar > click Help > About Luminar).
    • If there are any updates for your Windows, install them.
    • Ensure that you have NET Framework 4.7.2. Download it here (click this text to open link).
    • Ensure that you have C++ 2013. Download it here (click this text to open link). Select your preferred language, click Download, mark vcredist_x64.exe with a checkbox, and click Next to download it. 
    • Ensure that you have Visual C++ 2015. Download it here (click this text to open link). Select your preferred language, click Download, mark vcredist_x64.exe with a checkbox, and click Next to download it.

    What to do next? Can we expect a fix?

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    Elena Blum

    Hi Mike,

    Please contact our support team and we will do our best to assist you https://skylum.com/support

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    Thomas Steffen

    Hi Elena,

    i've contacted the Support and gave them the Link to this thread. I've just installed the Luminar 4.0.0.4880 update, but the issue presists.

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    Paul Meesters

    I just installed Luminar 4, linked to my library on a NAS (gigabit network), and L4 crashed to desktop in minutes after trying to browse.

    I have about 49000 pictures in the library.

    Also, it takes about 3 minutes before L4 finishes loading... excruciating slow...

    Edit.. Oh - I tried it again, and it crashes immediately after scrolling up and down.
    BTW, it's on Windows 10 Pro

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    Ann Varley

    I have also sent email with crash event log.  

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