Luminar 4 crashing
Answered
My copy of Luminar 4 crashes midway through editing... then I cannot even start the program again. Last time it did this I had to uninstall and get Skylum to send me another license number and it took 4 days! What is going on??? This is on a Mac.
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Official comment
Hi,
To get the app up and running, please try the following:
- Open Finder.
- Click Go in the top menu > click Go to Folder.
- Paste the following path: ~/Library/Caches/SentryCrash/
- In the folder that opens, locate Luminar 4 folder and delete it.Here is the video tutorial that may also be helpful: https://www.loom.com/share/dda8e5ae8bf2498abb3334a34dc15cb5
If the issue persists, let's try restoring from backup:
- Hold down Option key on your keyboard and start Luminar. Keep holding Option until you see a window with a list of available backups appear.
- Select a backup that has been created prior to when you encountered the issue with the library and click Restore from Backup.
Comment actions -
Hi,
Please, try the following solution:- Make sure Luminar is closed.
- Locate your Luminar 4 Catalog folder. The default location is %username%\Pictures\. If you specified a custom location for your catalog, search your custom location.
- Rename the Luminar 4 Catalog folder as well as Luminar 4 Catalog.luminar file inside this folder. Choose any name you like.
- Start Luminar.
The app will open without catalog, and you will be able to either create a new catalog via File > Catalog > New or to open an image for single edits. -
Hi Jason! In case the issue remains,please try reinstalling Luminar. We recommend doing a full uninstall with AppCleaner. AppCleaner is a free app that automatically removes not only applications but also the related files, making 'clean' uninstall easy.
- Download AppCleaner from here (click this text to open link).
- Install AppCleaner and start it.
- Drag Luminar from your Applications folder into the AppCleaner window. When removing Luminar, mark all the files and folders on the list, except for RTW788AXG3.com.skylum.luminar4
- Once you've uninstalled Luminar, restart your Mac and download a fresh version of Luminar following this link:
https://downloads.skylum.com/luminar4/installer/mac/Luminar4Installer.zip
If it doesn't help, you can restore your catalog from backup:
- Hold down Option key on your keyboard and start Luminar. Keep holding Option until you see a window with a list of available backups appear.
- Select a backup that has been created prior to when you encountered the issue with the library and click Restore from Backup.
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Hi Victoria,
Thanks for your help. I tried the above work around and it worked for a bit, but then I ran into the problem again last night. ..
I really enjoy using Luminar when everything is working properly, but the product has been so buggy this last few months.
May I please request a refund and my Service Key be nullified?
Thank you,
-Jason -
Hi Jason,
We are sorry to hear about the inconvenience you have.
Could you please try the following:
- Open Finder.
- Click Go in the top menu > click Go to Folder.
- Paste the following path: ~/Library/Caches/SentryCrash/
- In the folder that opens, locate Luminar 4 folder and delete it.
Let us know how it goes.
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Hey Luminar team, add me to the list. I'm having the same problem. Luminar 4 froze, then crashed. I can't open it. It's stuck in an infinite loop of crashing. I just deleted it with app cleaner and about to reinstall. I have to say, I do like the Luminar product, but this is (by far) not the first time I've had major issues with bugs and had to contact forums and support for help. Last time, I had to uninstall catalina on my mac and downgrade OS. That was a MAJOR pain in the butt.
I'm on the edge of abandoning luminar and somewhat reluctantly rejoining the adobe world. I don't know why there have been so many issues with Luminar's performance, but I've been all over the threads. So many bugs and issues and no easy fix for these things. I'm in the middle of a job and once again losing valuable time troubleshooting my software to find out why it won't work. I used lightroom for several years before Luminar. Not once did I ever have to consult forums or customer service for bug issues.
How many times can I tell clients that there's a delay in returning their images because my software doesn't work. Maybe Luminar is just meant for hobbyists? and not quite ready for professionals?
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Hi Austin,
Thanks for the work around. It again worked for about 2 days and then it crashed.
I simply cannot spend anymore time doing very cumbersome workarounds. This is negatively impacting my photo editing process and is causing strain to my clients.
I would please like a full refund so I can purchase another photo editing tool.
To be clear, I don't want another work around, I want a refund.
Thank you,
-Jason -
Hi guys,
Chase B. We've just emailed you, please, check your inbox.
Jason Nguyen Please, reach us via support@skylum.com and we'll proceed with a refund right away.
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This problem is happening continuously since the last Mac OS update. I have never, ever had to contact a software/application company as much as I do Skylum, it’s becoming a joke.
Also, Skylum seems disinterested in actually fixing any issues, the same old sticking plasters come out every time:
1. Send us a recording... What? Seriously? I’m not you Tech Team!
2. Deinstall and Reinstall, we recommend.... Oh here we go again, the millionth time I’ve had to uninstall and reinstall this Application. It solves nothing, how does reinstalling the same program and core code solve any issue? It doesn’t!
3. Restore from backup... See above, only this time also lose some of your work.
4. Finally an admission that an OS update has caused the Luminar stability to seriously deteriorate (again) and none of the previous points actually do anything to rectify that.When is Skylum going to get serious about being an effective software company in the photo editing space? I never once had to contact any other company in this space. It’s become a bad joke and I’m pretty much over it.
What are you doing about it Skylum?
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@Chase B.
Exactly where I’m at! With Skylum I feel like an Alpha Tester and also responsible for sorting my own patching... They wheel out the same support answers every time and the real problem disappears into a hole and is never actually sorted.
Capture One will be my next step and a full refund on Luminar 4 if this isn’t sorted. I’ll also post my experiences with Skylum on all my social media. It took them 6 emails yesterday (after the usual repeats of uninstall/reinstall etc etc) to admit there is a problem with Luminar 4 crashing on latest Mac OS... But absolutely no reassurance something was being done about it!
Skylum is literally the only company ever that has asked me once, let alone multiple times, to uninstall and reinstall its software... Let alone the other suggestions.
Skylum, please sort this out and provide a timetable to proper patching from you, not your users, that will sort these issues. What are you doing about this?
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Gary Bushell Chase B. Hi guys! These issues should be fixed in the next update. It will be available quite soon. Please stay tuned!
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Thank you Anastasia... I hope so. When it works Luminar 4 is great, but recently I’ve spoken with your Support Team more than my own family!
‘Please’ in future when a known a bug or issue has presented due to a Mac OS update or similar, the Support Desk should just answer to that effect, rather than the whole waste of time on uninstall, reinstall, new catalog etc etc it’s not helpful, doesn’t resolve any issue and just creates frustration. If I’d just been told it’s an issue created from an OS update and a new version patch will be released soon, I’d have totally accepted that.
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stay tuned ...... stay tuned ...... stay tuned ..... I can no longer hear or read it. Fixes are only promised again and again, but for months there has not been an update that only fixes the smallest bug. Weeks ago it was called "by the end of the month" and now it says "we don't have an official release date yet, but we hope to ship it in the near future." Unbelievable how they treat customers - still customers.
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This has happened only once in the past, but in the last 4 days, it happened 7 times! This is seriously annoying and doesn't help at all. Luminar4 is already quite slow for my laptop, but I chose to work with it because it's easy to handle. Now it doesn't seem so.
This has to be fixed soon.
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