Ever since I upgraded to 4.3, Luminar DOES NOT WORK FOR ME! Help!

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Macarena Janninck

• July 22, 2020 01:13

Luminar used to be this amazing product.  Now, it simply does not work, every since I upgraded to 4.3.

 

When I am done editing, I press "apply."  Normally, it would just take me back to PhotoShop with all my edits.  Now it's just stuck in "processing" and I lose all my edits.

 

What is going on?  How can I fix it?  I already deleted Luminar and re-installed it. 

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  Kate Williams

  • July 22, 2020 10:48

  Hi Macarena,

  Please try reinstalling the plugin in the following way: 

  1. Launch Luminar 4.
  2. In the top menu click Luminar 4 > Install Plugins.
  3. Click Uninstall next to Photoshop.
  4. Reboot your Mac and launch Luminar 4.
  5. Click Luminar 4 > Install Plugins.
  6. Click Install next to Photoshop.

  If the issue persists, please contact us at https://skylum.com/support for further investigation. Please make sure to provide us with the following information that will help us isolate the issue: 

  For us to take a closer look at the issue you're facing, we'll need to get some additional information. It'll help us to isolate the issue.

   Please send us a screen recording of all the steps you do in the software before encountering the issue (we need to see your workflow starting from the moment you invoke Luminar from PS and until you press Apply).

  Here's how to record a screen on Mac:

  https://support.apple.com/guide/quicktime-player/record-your-screen-qtp97b08e666/mac

  Here's how you can send us the recording and the original file you were working with. 

  1. Visit https://wetransfer.com/
  2. If it's your first time visiting this website, it might ask you to purchase a subscription. Simply select to proceed with the free version.
  3. Click Add your files.
  4. Select the file(s) on your computer.
  5. After you see all the files you need to send appear in the list, click the icon to the left of the Transfer button (the icon looks like a circle with three dots in it).
  6. In Send As select Link.
  7. Click Transfer.
  8. After the files have finished uploading, click Copy Link and paste it into your support request. 

  Looking forward to hearing back from you. 

  -1

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  Craig Scott

  • July 22, 2020 17:58

  Hi Kate Williams Ive got the exact same problem as above and now 3 days behind a deadline! Ive tried all the help I've been given so far and need this sorted! It has become very very frustrating just like for so many other users.....
  
  

  Thanks

  Craig

   

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  Ric Holland

  • July 23, 2020 01:22

  The immediate answer is to go back to 4.2 and continue with that until Luminar 4.3 (or later) brings in a fix.

  Skylum’s treatment of customers regarding this issue is, in my opinion, disgraceful. Users are being asked to jump through hoops and perform tests and submit data reports re many things the developer should have tested in the first place.

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  Helga Rowles

  • July 23, 2020 08:48

  Hi,
  
  I'm sorry we haven't been able to provide you with a quick solution. Our QA team is doing the best they can to catch and fix all possible issues before the update. However, when we cannot reproduce the issue on our end, the only way for us to understand it is to study customers' reports, system info, event logs, etc. 

  Craig, could you please reach our support team regarding the issue you're encountering? (https://skylum.com/support) We'll do our best to reply to your email asap.Thank you in advance!

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  Larry Gibbs

  • July 24, 2020 20:04

  The link for 4.2 keeps installing 4.3

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  Victoria Grace

  • July 25, 2020 05:25
  • Edited

  Hi Larry, 

  Could you please delete the current version first and then try to install the version 4.2.0?

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