Luminar 4 hangs on the splash screen after the update: solutions

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    Barrie

    Gerhard Tomann Skylum are an American Company, not British.

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    Miguel Fernandes

    好吧,我相信我们反过来并没有在这个论坛孤立的范围之外有效地表达我们的愤慨。 无论如何,在我看来,显然有认真的公司。 还有Skylum。

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    Gerhard Tomann

    Member Es handelt sich hier um eine Redensart und nicht um den Standort von Skylum! Die Redensart bezieht sich auf die früher sprichwörtliche Fairness im Bereich des englischen Sports. Und gemeint ist, dass diese Fairness Skylum nicht hat.

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    Pascal Coulier

    hello, this is like 2 months we have this problem with splash screen blocked, tried a lot of things and it worked once but then blocked again, 2 months that we are all blocked ! that's really unacceptable.

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    Member

    This thread shows as answered but the problem still exists without a fix.  The workarounds do not work. I don't think I will be purchasing Luminar.ai or any other Skylum products in the future.

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    Anastasia Davis

    Hi guys! I am sorry to hear if the issue remains for you. Our technical department is working on it. You can roll back to 4.2.0 for now. We are sorry for these inconveniences.

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    Barry Buehler

    These posts would be a lot more useful to me if folks said what version of Windows they are running.  Are the problems mostly with Windows 10 v 2004 or all versions?

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    Member

    Good point - I was doing the trial and today I'm hung at the splash screen.  I did recently upgrade to Win10 2004 on 9/5 so that could certainly be an issue.  I don't think I have tried to use Lum4 since just before that.

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    Barry Buehler

    I have delayed the upgrade to W10 Version 2004.  It really adds nothing important and I am hoping Skylum comes up with a fix before I go to 2004.   I spent 30+ years debugging software for the programmers working on my projects.  This problem is something that Skylum should be able to track down and correct in a few days.  Maybe they don't have any talented Windows people.  It would be worth their while to put more/better resources on it, because their reputation among Windows users is tanking.  It might take a few bucks, but in the end they will profit from improved support.

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    Member

    I'm running Win10 1909 on a Lenovo T490 ThinkPad and had to revert back to Luminar 4.2.

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    Xiao Ho

    I'm running Windows 7. 4.1 worked perfectly. I upgraded to 4.3 and it doesn't even get to the splash screen - absolutely nothing happens. Tried to roll back to 4.2, but that doesn't work either (unless there are some registry files or other things I need to manually delete to roll it back - I don't know, I'm a photographer, not an IT support person).

     

    So it doesn't look like it's exclusively a Windows 10 thing.

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    Johann-Peter Petz

    Hallo Leidende!

    Ich habe nach Update 4.3 nur im Kompatibilitätsmodus Windows 8 die neue Version starten Können.

    Ich habe alle, auch die zusätzlichen Updates WIN 10 prof 64Bit Version aktualisiert. Aktueller geht es jetzt nicht.

    Luminar 4.3 läuft bei mir stabil.

    Auch ohne Kompatibilitätsmodus und nicht als ADMIN.
    Zu Windows-Defender habe ich noch Avira + Malwarebytes Premium aktiv.

    Es funktioniert!

    Ich denke, es ist die Datenbank!?!
    Das neue Luminar AI geht hier scheinbar neue Wege. ??????????

    Warum ????????

    Grüße HP Petz

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    Johann-Peter Petz

    Sorry Leute,

    hier wird von Deutsch nach Englisch und zurück übersetzt..
    Wenn ich mein Posting lese, stellen sich mir die Haare!

    Forum Support: bitte eine akzeptable Lösung finden!

    HP Petz

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    Roy Blackwell

    I am running Luminar 4.3 successfully on two Windows 10 version 2004 machines (Intel CPU). I do have a third machine running Windows 10 version 2004 with an AMD processor. When I launch L4.3 on that machine, I see the splash screen for a few seconds and then it disappears. L4.3 does not show in the task list so I assume creased loading. I am not sure the cause of so many having this issue but I did see in another post somewhere that an update would be released within about two weeks.

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    Steve Daggar

    drastic, but it solved my 4.3 problem. Decided to do a reset of windows10, not particularly for this issue, but it did fix the problem. I installed 4.3 and it now launches fine stand alone and as plugin

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    Barry Buehler

    Having spoken to some Windows users in my camera club who had or did not have problems after going to Windows 10.  I decided that going from Windows 7 to Windows 10 should not be done via upgrade, but by a clean install.  My decision is not based just on Luminar, but problems in general.

    I have three Windows 10 machines and all were upgraded via clean installs (one because of a system drive crash).  This might not be the reason I have been relatively trouble free, but I think maybe it is.

    So, I recommend to friends: Format your system drive to get rid of all accumulated garbage and then install W10 from scratch.

    p.s. I am a PC "fiddler."  I try lots of software and do many installs and uninstalls.  I also have extra hardware (A/D converters etc).  iI have been running W10 on my desktop since it came out.  One thing I have noticed is that performance has not degraded over time as it did with previous versons of Windows.  With previous versions of Windows, I found it useful to reinstall every year or two.

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    Michael Keay

    Just purchased Luminar and spent the day installing and uninstalling :-(  Hard to work out what actually is causing the hang. Did all the usual  steps in this thread and it  worked eventually by using win 8 compatibility mode. Then suddenly the dreaded hang again.  Seems they have been working on this for 2 months - but no definitive fix?  Trying 4.2.0.577 as last resort.  Is the support supposed to be 24/7 btw - or is that just for the ads?

    Update: 4.2 seems to work OK and stably but ironically keeps nagging about the update with improved performance and convenience. Not amused :-(

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    Markus Kaiser

    Auch ich habe vor einigen Tagen - leider - ein Update auf die aktuelle Version gemacht.

    Heute wollte ich das Programm wieder benutzen und siehe da - nichts geht mehr.

    Nach dem Start erscheint nur das Titelbild und Schluss. Auch über PhotoShop ist keine Funktion mehr möglich. Da passiert nichts.

    Ich habe mehrfach versucht, das Programm zu deinstallieren und die "gekaufte Version 4.2" auf zu spielen, jedoch auch dies ist vergebens, da automatisch auf die aktuelle Version upgedatet wird.


    Meine Rechnerleistung ist mehr als ausreichend und ist daher sicherlich kein Grund.
    Festplatte mehr als 300 GB frei, 32 MB RAM, Auslagerungsdatei bis 50000.

    Hat jemand eine Lösungsansatz gefunden oder hat Skylum schon einmal etwas verlauten lassen, wann und wie das Problem mit einem Update behoben wird?

    Für eine Kaufsoftware ist dies kein guter Zug eines Herstellers...

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    Victoria Grace

    Hallo Markus,

    Es tut mir Leid, dass Sie mit diesem Problem konfrontiert sind.

    Ich habe gerade Ihre Support Anfrage in unserem Inbox gefunden und antworte bald darauf. Danke für Ihre Geduld!

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    Michael Keay

    So has anyone had a solution from Skylum after submitting crash logs etc?  Other than the " try turning off AV and windows firewall or run in win 8 compatibility mode" ? 

    I purchased two seats / licences for home PC and laptop. Both machines run same version of windows and both have same FW and AV (Avast) .  It works on the laptop but not the home PC. Weird eh? I am running 4.2 until they sort it. 

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    Christian Perret

    As I discovered the annoyance as soon as I disconnected the external monitor on my laptop, the fix was pretty simple : just force the application to use the accelerated GPU (nVidia) instead of the integrated one.

    HTH

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    Barry Buehler

    Michael Keay - Do you recall how Windows 10 was installed on each machine?  Upgrade of earlier version or a clean install.  Are you using a GPU with Luminar?

    The post by Christian Perret is also interesting.  Could the problems be related to use/non-use of a GPU?

    Since Skylum appears incapable of solving the problem, posters should give their hardware configuration, Windows version, and Luminar setup.  Maybe we users can help.  I have been lucky so far - fingers still crossed.

    Windows 10 - version just before 2004, Luminar using nVidia GPU, stock DELL with i7, Apps and data on separate SSDs.

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    Setiawan Kartawidjaja

    Luminar 4.3 runs without issue on my old desktop i950

    Processor: Intel(R) Core(TM) i7 CPU 950 @ 3.07GHz
    Mainboard: Intel DX58SO2 Extreme Series*1
    Video Card: ATI Radeon RX470 4GB Series (Digital Alliance DA DXRX 470 OC 4GB)
    RAM: 12GB
    OS: Win10 Pro 64-bit Version 1903 OS Build 18362.959
    *1 Yes, this is the old mainboard - still PCIe2 - so my ATI Radeon RX470, which actually made for PCIe3, might not yet running full power.

    But, hangs on my ASUS ROG:
    ASUS ROG Strix Hero II GL504GM Gaming Laptop
    Processor: Intel(R) Core(TM) i7 8750H CPU @2.20GHz 2.21 GHz
    Video Card 1: Intel(R) UHD Graphics 630 (Driver 27.20.100.8425)
    Video Card 2: NVIDIA GeForce GTX 1060 6GB GDDR5 VRAM
    RAM: 16GB
    OS: Win10 Home 64-bit Version 1903 OS Build 18362.959
    Storage: M.2 NVMe PCIe 256GB SSD & 2.5" 5400rpm 1TB SSHD

     

    Right now ASUS ROG uses Luminar 4.2, and I haven't think of experimenting with it again... but if GPU is the issue... I'm wondering now...

    Yes, I can set the application to run whether with Integrated Graphics Card (in this case Intel Graphics), or Nvidia.

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    Don Evans Photography

    Barry Buehler - While I'm not disputing whether different methods of install may be contributing to the root cause, the fact remains that Luminar needs to make their application work.  I have no idea what the actual number is, but let's say conservatively that I have 50 programs installed on my computer, and 49 of them work... The one exception being Luminar 4.3, of course.  Out of those programs, let's say I have 10 photo/video programs and plug-ins installed.  Again, the only one not working is Luminar 4.3.

    There's no way possible to get every user to install an operating system the same way, and no reason why users should be expected to retrofit an Operating System to accommodate a program that's supposed to be designed to work with it.  It's not like Windows drops an update like that out of the blue without advanced notice.  Developers have plenty of heads up with Beta to ensure their program will work with the OS.

    Sorry.  My frustration is not aimed at your suggestion, rather this ridiculous 2+months long ordeal.  No word from Luminar on expectations for a fix, other than the occasional every 2 weeks or so "we're working on it" communication.  I'm seriously starting to doubt that they are, and that they've abandoned this software in favor of their upcoming release of new Luminar AI.  Until I see evidence to the contrary, that's the assumption that I'm operating on.

     

     

     

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    Roy Blackwell

    Old Desktop: Windows 10 v2004, 8GB RAM, Standard Hard Drive, AMD Processor, Nvidia GeForce GT740

    Works:
    Aurora HDR 2019
    Luminar 3.2
    Luminar Flex 1.1
    Air Magic
    Photolemur
    Topaz Studio 2
    Topaz Mask AI
    Topaz Sharpen AI
    Topaz DeNoise AI
    Adobe Photoshop
    Adobe Lightroom
    Photoscape X
    Paint.Net
    and every other piece of software I have installed.

    Does Not Work:
    Luminar 4.3 (all previous 4x versions worked)
    Update: fixed issue with not loading by replacing the libcef.dll in the Luminar folder with one from my Nvidia graphics card folder.

    Note: Luminar 4.3 is working on my Dell laptop (Win10 v2004, Intel I7, 32GB Ram, Integrated Graphics, SSD) and Microsoft Surface Pro 3 (Win10 v2004, Intel I7, 8GB Ram, Integrated Graphics, SSD)

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    Michael Keay

     

    Hi

    Office PC  (6.3 doesn't work) was an upgrade from Win 7 home to Win 10 Pro (via win 10 home I think) 

    Laptop (6.3 works)  was upgraded from win 10 home to win 10 pro

    Office PC (6.3 doesn't work)  is 

    Operating System
    Windows 10 Pro 64-bit
    CPU
    Intel Core i7 8700K @ 3.70GHz 33 °C
    Coffee Lake 14nm Technology
    RAM
    32.0GB Dual-Channel Unknown @ 1500MHz (15-17-17-35)
    Motherboard
    Gigabyte Technology Co. Ltd. Z370 AORUS Ultra Gaming-CF (U3E1) 34 °C
    Graphics
    PL3490WQ (3440x1440@29Hz)
    SyncMaster (1920x1200@59Hz)
    2047MB NVIDIA GeForce GTX 1050 (ASUStek Computer Inc) 41 °C

    Realtek High Definition Audio

    ______________________________________________

    I have frigged around with the Nvidia settings without success but am going to pop in an alt graphics card to be sure - as I thought it must be a gpu issue

     

    UPDATE to Above:  I can get it to launch 80% of the time when it is set to Win 8 compatibility although the splash screen seems to hang around for an unusually long time. 

    On the 20% of the time it fails to launch I kill the process then right click my desktop luminar icon and run the compatibility trouble shooter from the context menu (although the exe is already set to win8)  The troubleshooter runs and suggests win8 and when I click the Test Program box it will launch OK. Weird eh?  Next few times it will generally launch OK directly from the desktop. Then I repeat the above palaver. 

     

    Share my pain 

    https://youtu.be/SHwDb2b7LXc

     

     

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    Steve Daggar

    for me, my Windows10 was an upgrade from 7 & I had also switched Windows to different SSD drives twice via cloning & with new pc. So I think my Windows installation had been running without reinstall/reset for close to 10years with different hardware configurations and had become very bloated. I just pulled the SSD with windows10 out of old dead machine and used it in new in theory faster pc a few months ago. As well as Luminar 4.3 not starting, I was also seeing other issues, Luminar 4.2 was taking up to 3mins to launch, Topaz Impression was taking 1min to launch & I was generally not seeing the snappy performance I expected from the new machine. So I finally bit the bullet this weekend and did a reset of windows10. One thing obvious from the list of previously installed software, my system was bloated with a lot of software that I didnt really need & I havent reinstalled at least 3/4 of it. 

    Once I had Lightroom & PS reinstalled I gave Luminar 4.3 another go & it installed and launched fine & fast. Topaz Impression also  now launches instantly. Moral of the story, Windows needs a reinstall or at least a reset every now and then. 

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    EM

    If you have problems with the splash screen, please run the following test:

     

    - restart Windows

    - after restarting Windows, do not start Luminar 4.3, but switch the computer into flight mode first (use the notification center for example)

    - start Luminar 4.3

    - does Luminar 4.3 hang in the splash screen?

    Please post the result here

     

    Note: This is not a solution, but only a test of a phenomenon I noticed with a working Luminar 4.3 under high network load by data transfer via LAN in my internal network. During the transfer, my Luminar 4.3 was also hanging in the splash screen. After the end of the data transfer I had to restart Luminar 4.3 or Windows. Then Luminar 4.3 ran again without any problems.

    The flight mode only interrupts wireless networks. Apparently Luminar tries to call home and a high data transfer seems to delay this call and a timeout seems to occur. But Luminar queries the flight mode and then drops the call.

    Anyway, in flight mode Luminar 4.3 started in my tests even with high data transfer via LAN.

    So if the splash screen ends and Luminar 4.3 run in flight mode, this might be an important hint for the Skylum support.

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    J B

    same problem.

    Just tried everything and still crash on splash screen.

    (by the way, I stillnot tried the flight mode instructions - but not a solution).

    I have no more time to spend on this crashing Luminar 4. 

    It may be kind from Skylum, to quickly (no it is about +3 months of crashes) to solve this problem. Or think about refunding.

    Currently, I am still using Luminar 3 - wich is working fine - until the quality of the software improves.

    ... this does not make me want to buy Luminar AI.

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    Margaret Bright

    Hi J B,

    I am sorry to hear that none of the suggested solutions has helped you get this issue resolved. 

    We can suggest reverting back to 4.2.0 for the time being, while we are working on a permanent fix. And in case you would just prefer to go with the refund, we will respect your decision and issue it for you.

    Please get in touch with our support team at https://skylum.com/support and they will provide you with further assistance.

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