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.
-
We are glad to hear that everything is alright now.
If you encounter any issues in the future, please contact us via https://skylum.com/support so we could help you as quickly as possible.
-
Why is this old thread still active? Dumb marketing.
- The problem was solved for most of us with the latest update.
- The solution given by Skylum at the start of the tread is wrong and was superceded.
- New problems after the update should be in a new thread to avoid confusion.
Just plain dumb on Skylums part to have a thread approaching infinite length most of which is OBE.
-
As an Enterprise level Tech support Engineer/Software developer. To make your customers jump through these kinds of hoops to make up for your companies inability to code properly is nearly criminal. Looks like your tech notes only wasted their time. They already wasted their money on your product.
**I was able to get a message directly to the CEO of this company. THEY DON"T CARE!!**
I still use your program, BECAUSE I CAN MAKE IT WORK. No help from your tech notes and scripted response.. **Just bought a new copy of Photoshop though**
Same thing happened to Symantec, I told them to their faces what would happen years ago. "Fix your bugs or go out of business. Stop focusing on features over bug fixes"
Same thing, you focus on new versions and new features. Your priority is new sales, over fixing bugs.
Your company only cares about profit, you will be out of business if you don't change.
*** For those suffering from uncaring support, if the program manages to come up at all for you one time, set everything to internal drives. Don't set your export path to an external drive. Move your catalog to another location(Internal Drive Only) and run through applying admin permissions to all folders and sub-folders.******
-
Hello Gary. Please note that we are doing our best to fix the issues as soon as they appear. Indeed, sometimes it takes much more time than expected. The reason for it is that the issue might be more complicated and needs more time to get fixed. However, the hang on the splash screen issue was already fixed with the latest Luminar 4 update.
-
Got Luminar to work (again), this time by doing a complete reset of Windows 10 (and installing most apps from scratch). Other (more minor) things had become flaky on my system following the most recent update (20H2) - this was the only app that had actually stopped working (stuck on splash). Anyway, it seems to be good at the moment. But there is something deadly in those OS updates when it comes to Luminar...
-
Austin Miller No, you are wrong. I know your job better than you do. When all you do is send form letters, that say nothing at all, you prove my point. When you have known issues that span versions, and you are working on selling the next version, you are being greedy, not being a functional software company.
How do the people that are still experiencing this serious issue feel about you being so dismissive? "Oh we fixed that problem" as people cry in this thread "It is not fixed"
Just like when I message your team directly, you don't even read what I say before you respond. If you do, you certainly don't understand it.
Your excuses change nothing about what I point out about your support. I messaged your CEO directly and got no response, that says it all.
I am enough of a software development and software support expert that I would gladly debate your whole team publicly.
You pretend to care by sending form letters, then you continue to do the same lame, greedy, uncaring work.
If any company deserves to go out of business, it is Skylum 100%
I am an expert in these matter far beyond your own experience, every time you try to respond to me, I just call you out farther.
-
Barry Buehler I will get right on that, after I have a sever brain injury and begin to let others tell me what to do. Like I care what a stain like you thinks. Not your job to be concerned with my motivations. I see money is where your moral compass points. You are soooooo rude and ignorant, leave it at that. Is this Skylum's troll account, where they say nasty stuff to people in order to get a response they can use for justification to ban the truth? Don't worry, there is a full video about these experiences in the works.. I have been considered a social media influence for many years :D I am trying to make sure that anyone thinking of buying this software, knows the level of business standards they will be dealing with.
-
Barry Buehler Scary? Of what? Are you three?
I know your type, just because it is is not a problem for you, then it shouldn't be even talked about when a problem for others.
Not the way it works.
Being a suck up will not get you free software. Well, it might, free buggy software.. You are dismissed.
There is no value in conversation with you, so just stop talking AT me ..
-
Barry, just because you want to be a cheerleader for Skylum ("Skylum is great! Best ever") doesn't mean that the rest of us have to be. You say you've "never had a moment's trouble with their software" -- good for you. But the many frustrated posts in this thread show that there are vastly different experiences out there from yours, and you don't get to dismiss them. I like Luminar (a lot), but when it works. Like many others, I've spent a lot of my time trying to make it work. So you (who have been fortunate to have no issues) and Skylum need to understand why others here might be frustrated over their experiences, especially when we receive frequent marketing about a new version of the product when we're struggling with the 'old' one.
-
Glenn Nosworthy ; I was being facetious. There was a know-it-all pretender who I enjoyed tweaking. I realize there were/are problems, but since the initial "fix." we don't have a handle on how widespread any new problems are. If you go back to posts after update 4.3 (6886?) many reported their problems fixed and there are few new complaints. I know it is frustrating to buy a program and have it fail, but Skylum posted a link where you can ask for a refund. That, to me, is a very satisfactory solution. Nobody asked us to spend our time trying to solve Skylum(s) problems. Take the money and run.
-
Barry Buehler You are a troll 100%, you admitted it above. No matter what you say. "Pretender"? Let's see your resume boy. Being slow, you missed the fact that people are still having issues. Some have had to do a complete nuke and pave of Windows to alleviate the problem. It is more than just one tech issue. Their Database corrupts easily. Their software can't seem to talk to external drives with consistency, and when the drive sleeps, the software locks when trying to export. Support sucks. I would know a thing or two about that one.. No one asked you for anything. I don't care what your child like judgment is on me speaking the truth and saving others the pain. One of two things will happen. 1. Enough people will hold Skylum accountable for multiple issues with existing software. 2. They just keep taking money, not fixing long standing issues and should be considered a criminal organization. You have no idea what you are talking about, I bet you rant at people here because no one wants to be around you in real life..
-
Mike Schwitalla Do you export images to an external drive? Or store the Luminar Cat on an external drive? Luminar dose poorly when it comes to remembering paths. It seems to get hung real easy when paths in the app are pointing to extremals. I just built a $1000+ computer, fresh install of Win10 Pro, and the program still losses export paths. 32Gigs of ram 125watt Gen 10 processer, Nvida 1030 Graphics, it is still slow to process. I have not had the hung on boot screen since I moved all connections to internal drives. I copy files to the external for storage. Bought a big internal specifically because I invested money in this program.
Please sign in to leave a comment.
Comments
475 comments