Luminar 4 not opening.
Answered
I've had Luminar 4 for 4 days now. Worked like a dream for 3 days but today when I open it up it shows the welcome screen the a blue spinning circle for a few seconds and just drops out. I've rebooted several times and uninstalled/reinstalled several times but to no avail. Beginning to regret my purchase. Will give it another day and make a decision on whether to keep it.
Most frustrating....
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I have the same problem with both Lum 3 & 4 I have submitted events logs and carried all the suggested fixes but still cannot open then. Searching the web this seems to be a frequent problem with Luminar products and I t seems the support team have no idea how to fix it. To me I believe I have been scammed, I have asked them to either get it w3orking or return my money. Again, no comment back from Skylum, hope you have better luck than me. BTW like you my system is a very new HP all in one using up to date Windows 10
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This is the contact email I sent to Support in the vain hope of an answer.
'Hi. I Installed Luminar 4 on 20th November and for 3 days it worked like a dream. Since 23rd November when I open Luminar 4 I see the initial page showing the man with the lantern. Then I get a small spinning blue circle and after about 30 seconds it just drops out. I have rebooted several times, uninstalled and re-installed several times but the same thing happens. I have a HP Spectre x360 2019 Edition which is 5 months old. Top of the range and a powerful machine. I specifically chose this for photo editing and when Luminar 4 came along I thought this will be perfect. So you can imagine my frustration and disappointment. On your Facebook pages I see many others with similar issues so I take some comfort from the fact that I'm not alone. I have many friends who are waiting to see if Skylum 4 works for me before purchasing for themselves. I'm inclined to discourage them. I really would like someone at Skylum Support to investigate and help me with this problem before I go down the road of asking for a refund.
Please do not ignore my request. I wait in hope for your answer.'
Roger Burt. -
Appreciate that very much Roger!
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The "timing" of this is uncanny. Suddenly stopped working on my laptop... works fine on my desktop ( both work areas share files, apps, workflows, etc.) Have reached out to Skylum support and just received their auto response.
"Roger" ... Maybe cut & paste your instructions you received here, so that maybe the rest of us can try? TY 😀
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Mark.
Here is what I received. Maybe save it somewhere or as I did print it off just in case...
Kate Williams
Hi Everyone,
Please try reinstalling Luminar 4 / Luminar 3 in the following way:
1. Go to “Apps and Features” by right click on the Start button;
2. Find Luminar there and click [Uninstall] (you can also uninstall from the Control Panel);
3. Type %appdata% in Search (folder Roaming should open);
4. Find the folder “Luminar 4” and delete it (it deletes your license for Luminar 4 too. Please, note that your Custom and downloaded Looks will be removed, so make sure to save them somewhere);
5. Go to Pictures -> Luminar 4 Catalog and rename it (if you have your Catalog anywhere else, find it and rename it).
6. Install the app once again and launch it: https://downloads.skylum.com/luminar4/installer/win/Luminar4Setup.exe
7. Choose to Create a New Catalog and add a small folder with images or a single image for editing.
The same instruction will be applicable for Luminar 3 too. All you need to do is remove "Luminar 3" folder + rename Luminar 3 catalog.
Luminar 3 can be installed via this link: https://downloads.skylum.com/luminar/win/win_installer/Luminar3_Setup.exe
If the issue persists after these steps, please, contact our team at support@skylum.com and attach the following info to the email:
a) your hardware specs:
• Press the Windows logo key + R.
• Type msinfo32 in the dialog box that opens and hit Enter on your keyboard.
• In the window that opens, make sure you have System Summary highlighted on the left.
• Click File > Export.
• Type the name of the file and save it somewhere where you can easily find it
and attach this text file to your email.
b) the crash logs:
1. Reproduce the issue.
2. Press the Windows logo key + R.
3. Type eventvwr in the dialog box that opens and hit Enter on your keyboard.
4. In the window that opens click the triangle next to Windows Logs on the left. A directory tree should open.
5. Click Application in the directory tree.
6. In the main part of the window find the two topmost entries marked with Error named Application Error and .NET Runtime.
7. Hold CTRL and click your left mouse button on each entry to select them both.
8. Right-click on any of the two selected entries and click Save Selected Events.
9. Name the file, save it, and attach it to your email.
Having this data, we'll be able to investigate the issue further. -
Hi,
I also have this problem. So, looking at the eventviewer, I see these 3 messages:
1st one is an Error message:
Log Name: Application
Source: .NET Runtime
Date: 1/9/2020 1:28:43 PM
Event ID: 1026
Task Category: None
Level: Error
Keywords: Classic
User: N/A
Computer: DESKTOP-7HSGFNL
Description:
Application: Luminar 4.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
2nd one, also an error message:
Log Name: Application
Source: Application Error
Date: 1/9/2020 1:28:43 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: DESKTOP-7HSGFNL
Description:
Faulting application name: Luminar 4.exe, version: 4.0.0.4880, time stamp: 0x5dced610
Faulting module name: KERNELBASE.dll, version: 10.0.17763.914, time stamp: 0xfb6790ac
Exception code: 0xe0434352
Fault offset: 0x0000000000039159
Faulting process id: 0x46e8
Faulting application start time: 0x01d5c6e85308f2b2
Faulting application path: C:\Program Files\Skylum\Luminar 4\Luminar 4.exe
Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
and 3rd a Windows Error reporting info message:
Log Name: Application
Source: Windows Error Reporting
Date: 1/9/2020 1:28:45 PM
Event ID: 1001
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer: DESKTOP-7HSGFNL
Description:
Fault bucket 1524168862306728386, type 5
Event Name: CLR20r3
Response: Not available
Cab Id: 0
Problem signature:
P1: Luminar 4.exe
P2: 4.0.0.4880
P3: 5dced610
P4: MiplWrapper
P5: 1.0.1.1
P6: 5dced5ec
P7: ff1
P8: 16f
P9: RML5K4UDBMA5NI04CIYRWVDHKEWFDHCV
P10:
Lots of more lines but hopefully, Skylum, you can fix this.....
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Hi Dave Millett,
Please, reach us via https://skylum.com/support referring to this thread so we could assist you in a better way.
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Hi Paul,
Could you please reach us here https://skylum.com/support so we can further assist you with your concerns?
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Help how do I downgrade my AMD software?
If I want to uninstall it says it will delete drivers and software. My Luminar 4 same happened uninstalled and reinstalled about 7 times but noticed I did for some reason upgrade AMD and suddenly got an icon with software and to play games. It must conflict with Luminar. Thank you
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I reverted back to a previous driver (20.2.2) for my AMD Radeon RX 580 in a Windows 10 HP computer by doing the following. Please note that I had never previously attempted this procedure and I was very nervous attempting it. It worked for me but I cannot guarantee this procedure would work for another graphics card or this same card in another computer.
1. I went online and downloaded the executable driver file specific for this graphics card that was one step back from the driver presently being used.
2. I went into the Control Panel and uninstalled the AMD graphics card driver that was currently installed. I received warnings that this would remove various things but I proceeded with the uninstall hoping that I would still have a screen on which to work to install the older driver. I followed all the procedures taking care to be patient and allow the system to "equilibrate" through all the steps. I believe patience is a virtue for this.
3. The system rebooted and I had a screen to go to the executable file I previously downloaded which I double clicked to install.
4.The older driver successfully installed during which I followed any and all directions to reboot if necessary. If a blank screen was present I waited patiently (and nervously) and it eventually continued the process. Remember to have patience.
5. After this I get notifications and prompts to do various things (which seem unimportant and in any case could be initiated later if desired) and it seems as if it is seeing the install of graphics card hardware. But all is working correctly and Luminar 4.2 is now starting up properly.
I would suggest exercising caution for installing AMD graphics card updates (especially if optional) as I believe looking back at having a similar problem with Luminar I now believe it followed installation of an updated driver for the graphics card. I hope this can be addressed by coordination between the involved software and hardware companies.
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Hi there,
Our team is currently investigating this problem and we're doing our best to provide a solution as soon as possible. Be sure we'll let you know in the post below as soon as there is any update on this:
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Today was a crazy day for me. Why?, because my Luminar4 was working fine yesterday and today for some unknown reason the app wouldn't open up. So I kept trying but to no avail. Finally, I figured I would reboot my computer and try again to open Luminar4. Well, guess what? It opened up but it took 3:33.09 seconds.
Open it up 3 more times hoping it would open faster like before all the problems but it continued to open very slow
I give up. Love Luminar4 but I'm frustrated right now with its performance. Never had this problem before today. Any answers out there? I would really appreciate your help.
Dante
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