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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just to add to above - got so fed up i used second activation code now is at least working for single image mode have not dared try in PS yet - but my comments still stand about using my activation code - found another part of site saying e-mail to get activation code ( too late!) now - will let you sort this mess out and then can sort out activation issues after.
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@ JT and Charles Green: thank you. Ver. 4.2 works again.
Now I will wait till Skylum brings a working 4.3 info. -
Hi Member - I've checked your license, and our system shows that you still have one activation left. If something goes wrong - we will be able to reset your license counter back to zero. You can also do it in your Skylum account under My software > Manage my license > Reset all licenses.
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You put this in your instructions... but you never told us how to get our activation key back. Luminar 4.3 is asking for my key. I found my old in an email and it doesn't work. PLEASE HELP. Thank you
"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.
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I just bought Luminar 4 and it hangs in the loading screen after installation.
I see Only "Luminar 4 Version 74.3.0 (6175) and the awards and the mountains but nothing more, the software does not Open.
Already have Uninstall Luminar and delete registrations with CCleaner and by hand. Appdata folder with Luminar as well as installation path was also cleaned up without improvement. Windows 10 Pro (x64) is fresh this all Frameworks (All in One Runtime) Windows Defender was also turned off and on again, Drivers are all reinstalled .
I'm a little frustrated. I buy a version and it doesn't work. Please Help -
Quick suggestion for Marc.
If you have Avast - uninstall it (I found it conflicted with Luminar on m system - now running Bitdefender trial version which doesn't).
Uninstall Luminar 4. Delete the Catalouge file (normally in your Pictures Folder). Download the Luminar 4.3 offline installer (mentioned in a previous post - 4.3 not 4 .2). Install Luminar 4.3 as Administrator. Once installed always run Luminar 4.3 as Administrator.
Worked for me when I had same problem.
Good luck !
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I finally got it working again. It seems the update cannot migrate the catalog. So what I did was copying the complete catalog to an external disk (you might use a usb stick). and then deleted the complete thing from my HDD. Then followed the steps, as stated in previous posts (deleting and cleaning register etc.) Then I installed the 4.3. It created a new catalog. After that, it runs smoothly.
Then I closed the application and copied the previous catalog back into the new created catalog but .... VERY IMPORTANT, DO NOT COPY the old luminar4catalog file!!!
Your system asks you if you want to overwrite some files, say "yes" but again, do not copy the old luminar4catalog file back.
After that, I started luminar 4.3 and it works! With the old catalog!!
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Luminar 4.3 - what a disaster!!! I've spent ~ 5-6 hours trying to make it work and following step by step all the suggested fixes on the Luminar community page - none worked. Finally I reverted back to version 4.2 which appears to be stable. I've owned every version of Luminar (including Flex) since it became available for Windows, and recommended it many, many times.
I think Skylum needs to fix this quickly.
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I think it has to do with the filters and how database was migrated, if I open images that were already edited in older version (coming from 3 to 4.2 to 4.3) it crashes. Why don't you set a link to downgrade back to 4.2??? It is not possible to be stuck without having the chance to keep working with it.
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@David, there was a typo in your activation email. It was fixed, and we've emailed you your credentials.
@Eric, here's the link to revert back to 4.2.0: https://downloads.skylum.com/luminar4/win/Luminar4Setup_offline_420.exe
You may need to create a backup copy of your current catalog first and follow the instructions outlined here after 4.2.0 is installed.
As far as the crashes are concerned, does it happen only with the previously edited images or with the new uploads too?
Please please send us event logs as well as the additional info we've requested via email:
- 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 your support request.
Here is the video tutorial on how to collect logs: https://www.loom.com/share/d7d8325cb83b4539a0a2dae3ebf286f6
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I have tried most of them, but it still hangs. Sometimes when i have reinstalled it, it doesn't show up in All Programmes as though it failed to install.However some good news: I noticed you posted a link on your support pages to take me back to the previous version which I have now done. So the programme is up and running which is wonderful for me. I keep getting a pop up telling me an update is available, which for the present I am ignoring and staying with version 2. I will keep an eye out for when the hanging problem is sorted and then try again to update. -
Me too on Win10 latest update got the hang on the splash screen of latest Luminar.
It was something like the hang we had in a previous update.
Renamed my catalog let me start the app, but then it crashed again at the second start.
As someone stated, launching it as Administrator let the app running.
Unfortunately I opened my original catalog, it was updated, but no more custom settings on my previous works... I've lost everything... I can survive, as I'm not using Luminar for work, but it's the second time I've to start from scratch with the library...
On Mac it seems working, but I've no images in my catalog there... Actually I'm doing everything on windows (as I do my 3d renders there...).
I hope for a fix, and I hope my catalog could be resume my custom settings.... -
Like most of you I get the hanging splash screen. I've tried three sets of instructions from tech support, all with the same end result - a hanging splash screen. It did actually open once, but after I closed that one down it reverted to the hanging splash screen.
I'm going back, hopefully, to version 4.2; I've had enough frustration to last me a long time!
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Just like Gordon Hendry, above, I have tried several suggested solutions and none of them worked. 4.3 opened once, then went back to the hanging failure mode. Luckily, the instructions for reverting to 4.2 work and I have a perfectly working program now. I will not be trying any other solutions as I have wasted more than enough time. I suggest anyone with a stable copy of 4.2 does not bother to 'upgrade' to 4.3 until Skylum provide a patch and sort this out.
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Here’s a possible solution: https://community.skylum.com/hc/en-us/community/posts/360009381959-luminar4-3-hangs-at-splash-screen-after-Update?page=1#community_comment_360002032159 i’ve still to try
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Robin Muir,
as I told before, I was able to start Luminar 4.3 only as Administrator.
Creating the Folder as described in that post let me start Luminar as user.
So I went to C:\Windows\System32\config\systemprofile\AppData\LocalThen I created a folder named TileDataLayer
Opened it and inside I created another folder named Database.
The funny thing is I didn't found any file after starting Luminar, so I don't know what's the use of that folder.
Of course, my Luminar seems to work now. -
Tried it all to no avail... even using administrator rights. The folder thing works for some hours and then nothing, freezes at open screen. I even uninstalled my 1080Ti to avoid any video drivers incompatibility and running with the embedded video card of the CPU (Intel UHD Graphics 630) but nothing so far.
Condering the large number of systems with issues I don't think it is a configuration problem but rather a use rights (creating or moving folder / files). I would bet on this to begin my search. Another clue for it is that some os us (not me) were able to start using Administrator rights, even if it does not work for long.
Hope we can find the issue asap. For now I will stay with my reverted 4.2 version.
Cheers
Speed -
I have two machines, one a laptop w/ 32 GB RAM, a SSD drive, and a fairly high speed Xenon processor, the other a new desktop w/ 64 GB RAM, a SSD HD and a high speed AMD Ryzen processor. Both are running the SAME version of WIN 10 Pro. They are configured the same (as close as I can get them). The laptop updated to ver 4.3 with no problems. The stand alone and PS plugins work, and the speed is OK (not fast, but OK). The desktop exhibited the hangup at the splash screen. Tried all the suggestions - it will boot most times setting the comparability mode to WIN 8, and running as admin. - but it runs like crap, and slowly. The PS plugin will not load (but it wouldn't in ver 4.2 either). I have full backups of both versions (including the old & new catalogs) and have been trying various "fixes" with no luck. If I can identify what is different between the 2 systems, that may provide a clue. I have eliminated all AV and anti-malware software, firewall, etc. I have not selectively eliminated startup services, but I may if I have time to waste. This software needs a fix from Skylum.
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