[SOLVED] Luminar AI
Answered
Hey Skylum support team!
I simply can't open the program.
When I click on the shortcut, the process starts (i can see it briefly in task manager) but stops few 2 seconds later (go away from task manager), i cant even see the interface or whatever, nothing appear on screen.
The same thing happen when i'm trying to open it via lightroom using "Modify in Luminar AI"
I have a French version of Windows 10 Pro ver. 20H2 / 19042.662
Ryzen 3900X / X570 Aorus pro / 32Go
PS : Luminar 3, Luminar 4 & Aurora 2018 works like a charm ...
Thanks in advance for your help.
Best regards.
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Official comment
We have released a new update that should fix this issue.
Please reinstall your copies of Luminar.
Thank you!
Comment actions -
Hello all! We are terribly sorry for the caused inconvenience.
Could you please provide us with the following?:
- 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 email to support@skylum.com
Looking forward to hearing from you.
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Hi Austin,
My problem is it just won't run the installer.
I had the same problem a year ago with Luminar 4, someone provided me an older Luminar4setup and that one worked like a charm. From inside Luminar 4 i could run the update inside the program to get the newest build.
Looks like i have the exact same problem now with Luminar AI.
Greetings Michael
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Hi,
Austin Miller, there is no "logs" folder in "AppData/Roaming/Luminar AI" here.
Regards
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Hello Julien. I am sorry for providing misleading instruction. Please send us just the logs from the Event Viewer.
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All events are identicals :
Nom de l’application défaillante Luminar AI.exe, version : 1.0.0.7326, horodatage : 0x5dedc13b
Nom du module défaillant : KERNELBASE.dll, version : 10.0.19041.662, horodatage : 0xec58f015
Code d’exception : 0xe0434352
Décalage d’erreur : 0x000000000002d759
ID du processus défaillant : 0x3e98
Heure de début de l’application défaillante : 0x01d6cd89021bbf17
Chemin d’accès de l’application défaillante : C:\Program Files\Skylum\Luminar AI\Luminar AI.exe
Chemin d’accès du module défaillant: C:\WINDOWS\System32\KERNELBASE.dll
ID de rapport : 732dbd3c-4bdb-430b-8da9-dab5227e27ba
Nom complet du package défaillant :
ID de l’application relative au package défaillant :
something related to kernelbase.dll in my case ...
You guys? -
same Sébastien Peuchet
Nom de l’application défaillante Luminar AI.exe, version : 1.0.0.7326, horodatage : 0x5dedc13b
Nom du module défaillant : KERNELBASE.dll, version : 10.0.19041.662, horodatage : 0xec58f015
Code d’exception : 0xe0434352
Décalage d’erreur : 0x000000000002d759
ID du processus défaillant : 0x5984
Heure de début de l’application défaillante : 0x01d6cd857f2d19f0
Chemin d’accès de l’application défaillante : C:\Program Files\Skylum\Luminar AI\Luminar AI.exe
Chemin d’accès du module défaillant: C:\WINDOWS\System32\KERNELBASE.dll
ID de rapport : 62cbdc2c-1eeb-4bbd-9b72-ccb640532838
Nom complet du package défaillant :
ID de l’application relative au package défaillant : -
Hi guys! We would appreciate it if you reach our support team with your log files: https://skylum.com/support
We will do our best to investigate your cases asap. -
Hey Anastasia Davis,
like Benjamin BENICHOU I sent the logs yesterday (2 times), still waiting for an answer ;) -
Hi guys!
Benjamin BENICHOU
Sébastien Peuchet
Antti Hiillosmäki
I can assure you that we have received your support requests and the support team will get back to you as soon as possible.Due to the high number of requests right now, the response time may be a bit longer than usual.
We appreciate your patience!
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I will send a log file, but here's what I got, it looks very similar to those posted above and seems to be an issue with kernelbase.dll:
Faulting application name: Luminar AI.exe, version: 1.0.0.7338, time stamp: 0x5dedc13b
Faulting module name: KERNELBASE.dll, version: 10.0.19041.662, time stamp: 0xec58f015
Exception code: 0xe0434352
Fault offset: 0x000000000002d759
Faulting process ID: 0x6398
Faulting application start time: 0x01d6d06b3435476d
Faulting application path: C:\Program Files\Skylum\Luminar AI\Luminar AI.exe
Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
Report ID: 522ba343-48b3-480f-a416-f1a00d245118
Faulting package full name:
Faulting package-relative application ID: -
Good news: I can get it to at least run after the update
Bad news: I now can see the menu problem that other users are reporting!!
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