Luminar 4 hangs on the splash screen after the update: solutions
Answered
Hello Everyone,
We're currently investigating this issue and we will do our best to provide a solution.
Please, kindly try the solutions listed below if you're facing this issue:
First, please try the following solution:
- Turn off Windows Defender Firewall: https://support.microsoft.com/en-us/help/4028544/windows-10-turn-windows-defender-firewall-on-or-off
- Either turn off your anti-virus or add Luminar to its list of exclusions. Consult your anti-virus manual for help.
Please make sure to do that for all the security software you have on your computer.
If you have the Avast firewall, try switching it to private mode additionally.
Besides, please download Process Explorer via the link below and kill all processes related to your antivirus software:
https://docs.microsoft.com/en-us/sysinternals/downloads/process-explorer
If none of these help, please perform the following steps that may help resolve the issue:
1. Reboot your PC.
2. Uninstall Luminar.
How to uninstall an app on Windows 7 (click this text to open link).
How to uninstall an app on Windows 8 (click this text to open link).
How to uninstall an app on Windows 10 (click this text to open link).
3. Clear your registry:
- Visit https://www.ccleaner.com/ccleaner/download?pc
- Scroll down to the bottom of the table and click Download from CCleaner.com in the first column.
- Once the download has finished, launch the file and install CCleaner on your computer.
- Launch CCleaner.
- Click Registry on the left.
- Click Scan for Issues in the lower left. Wait for the scan to finish.
- After the scan has finished, click Fix Selected Issues in the lower right.
- Close CCleaner.
4. Type %appdata% in Search (folder Roaming should open).
Find the folder “Luminar 4” and rename it to "Luminar 4 old". Please note that this folder contains your license for Luminar 4, as well as your Custom and downloaded Looks. You will be later to access them later if necessary.
5. Go to Pictures folder and rename the folder called "Luminar 4 Catalog" (if you have your Catalog anywhere else, find it and rename it to "Luminar 4 Catalog old").
Open the folder and locate the file with .luminar file extension. Change the name of this file to "Luminar 4 Catalog old" as well.
6. Reboot your PC.
7. Download the latest version of Luminar from here: https://downloads.skylum.com/luminar4/win/Luminar4Setup_offline.exe
- Right-click on the Luminar icon.
- Go to Properties > Compatibility.
- Enable 'Run this program in compatibility mode for: Windows 8' checkbox.
- Press 'Ok'.
If the steps above don't help, could you please let us know your hardware configuration and send it via https://skylum.com/support?
- 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 (you can choose any you like), save it somewhere where you can easily find it and attach this text file to your reply to the contact form.
N.B. The links are clickable and show the screenshots that can guide you, if necessary.
Here is the video tutorial on how to retrieve your system info: https://www.loom.com/share/97aff7951ee3412daa020f1d88eb36e8
Besides, please send us event logs:
- Reproduce the issue.
- Press the Windows logo key + R.
- Type eventvwr in the dialog box that opens and hit Enter on your keyboard.
- In the window that opens click the triangle next to Windows Logs on the left. A directory tree should open.
- Click Application in the directory tree.
- In the main part of the window find the two topmost entries marked with Error named Application Error and .NET Runtime.
- Hold CTRL and click your left mouse button on each entry to select them both.
- Right-click on any of the two selected entries and click Save Selected Events.
- Name the file, save it, and attach it to your reply to the contact form https://skylum.com/support
If nothing helps, you can install Luminar 4.2.0 following the link below.
https://downloads.skylum.com/luminar4/win/Luminar4Setup_offline_420.exe
We will do our best to fix this issue asap.
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Gerhard Tomann Skylum are an American Company, not British.
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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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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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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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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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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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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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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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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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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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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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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 SSHDRight 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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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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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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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
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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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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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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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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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