Fix your problems and stop buying time with useless support steps like in Luminar 4.3
Answered
Dear people at Skylum,
please stop trying to obfuscate the real problems and stop buying time and fix your software.
As longer as it takes to fix the many problems, so more and more you will also loose your credibility and customers.
You let us take useless steps and let us try useless solutions like with the last Luminar 4.3 update. Everyone who searches the threads will find proof, that you giving us the same answers and let us try the same steps as before - you only replace Lumiar 4 with Luminar AI. And you try again to blame other software or settings on a computer for your software faults.
As before in Luminar 4 I wonder what your support is really doing. Different people let me do the same steps again and again and this only after a few hours on the same day. This is not really a professional incident management.
I have worked as a support engineer, system engineer and have some experience with programming. So I have tried a few things with your software. In Luminar 4 I have told your support a few solutions for some problems and they worked.
You always try to blame nahimic software or font scaling or not updated drivers for the mouse problem with the submenus, but this is totally wrong.
It is a well known problem with the chromium framework. Just google for chromium framework and mouse problems and you have enough to read for a month and more.
And in every solution there is one advice: disable mouse hardware acceleration.
I can use Luminar AI on a fresh installed Win10 with Microsoft stock drivers and set my font scaling to 150% and it works. Then I installed nahimic software and the nahimic companion and Luminar AI worked. I have not updated any drivers or installed any other software.
A fresh Windows 10 with only the stock drivers from Microsoft(no driver updates from MS), with font scaling above 100% and with the complete nahimic software installed showed no problems with menus, mouse pointer or install problems with Luminar AI.
And no other software has so many problems on my "normal" PC as Luminar AI.
And for the opengl problems: Win10 20H2 works with stock drivers, because opengl is part of the Win10 installation. And when someone installs the Nvidia Drivers, opengl will also installed or updated to a new version. So every Nvidia card from 1050 up to 3090 will have a working opengl 3.3 and above version installed with Win10 20H2 or when you install the newest Nvidia drivers.
I have verified my tests on 2 PCs, a Notebook and with some VMs for debugging.
This is a proof that nothing you say will change or solve the problems.
Please stop fooling us and try to fix the problems without these useless answers or with blaming others. That is not a professional way to communicate with your paying customers.
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Hello Andreas. The issue with the Windows platform is that different computers have different components, not like Apple ones, for example. Therefore, we are asking to try different instructions in order to fix the particular issue because one instruction helps in one case and another in a different one.
The issue with the OpenGL is also not so simple. Different users have different processors and graphics cards. Also, not everyone wants to update Windows 10 to the latest version because it might affect the stability of other applications (or simply the auto-update is turned off). Also, our users sometimes have a built-in graphics card that does not come with OpenGL 3.3 out of the box. Therefore, we are asking to update the drivers or reinstall them.
We advise disabling nahimic only in specific cases that are related to interface and rendering issues. What is really proven that these soft interferes with our UI. I will pass your concerns regarding the chromium framework as it might be useful for our developers to rectify the issue with nahimic and twitchy interface!
In regards to the font scaling, it depends on the monitor resolution. On some monitors, everything may be fine, on others it may not. But we have already detected an issue related to the scale and will fix it.
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If you think Luminar has problems, you should take a look at ON1 Photo RAW. Same problems there. Bugs don't get fixed but software development continues with an emphasis on those features that sells.
These are relatively small firms coming late to the show, trying to differentiate from Lightroom. Lightroom has been around for at least 13 years so has had plenty of time and resources to grow.
When a photo editing software doesn't have basic functions like quick undo, can't do full screen and is slow displaying an image but boast advanced features you have to wonder.
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Hello Austin,
I see a major problem in a helpdesk is communication. I am an system engineer since 1992 and I have seen my share of problems, with hardware or software. The way you try to solve problems is ok and a very basic standard, but not more.
If you said there are many possible configurations of hard- and software and this is a big problem. But you are giving the same answers or try the same solutions and you do not take it into account which hardware a customer really has. So this is no real solution it is only try and error.
Or when some customer say that they have a Geforce GTX 1050 and new Nvidia drivers installed and Luminar AI shows the opengl-missing-bug, then there is something really wrong. Becausr every Nvidia driver installs opengl when it detects no opengl present or an older version. This could be checked with a simple tool lile gpu caps. But note, most machines with a dedicated GPU from AMD or NVIDIA support Open GL 3.3 and above as long as this GPU was released within the last 4-5 years. So if the drivers are updated and there is the opengl error, then I would try to figure out if the PC has a multi gpu configuration and which is set as the default device.I have setup a vm with Win10- fresh install and only installing Windows 10 updates from MS without driver updates - only absolute basic drivers. And Luminar AI works without any issues. So there is opengl installed. Checked it with gpu caps. Next step I installed nahimic software - no problems, then I try different font scalings - no problems. And now my oculus vr software, java sdk, .Net 5.x, my gpu software from Asus(I need it to silence the fan) and the trouble starts. I think has something to do with the chromium engine and the gpu overlay or it could be software for organizing desktop icons called fences. When I start the PC with the built in admin account, Luminar AI functions without any problems. The difference is, that the admin account don't start fences, the oculus software and the gpu tool from Asus. I think I can test this but not tonight. Local time is 11pm.
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Very interesting - keep going with your investigations. I have fences installed too so will try disabling it and see what difference it makes. I have to say though that this seems to be a half baked release with all the problems people are having. I think this is a great shame as the software could be good if it worked as it should.
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Hello Mark,
you can try to use another account under Win10 or the build in admin account. Then Win10 will not start programms like Fences, nahimic or the ASUS tool for the GPU. And with this "clean" settings Luminar AI works so far with no mouse problems and it feels a bit more faster and less laggy.
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Hi Andreas
Tried another account, and you are dead right - the program works much faster, and loads previews of photos much quicker, also import is much quicker too. I think I need to delve deeper to find out exactly which program/service in windows is stopping Ai from working. My gut feeling is that it is not any windoew service's etc that cause the problem, but another app running in the background. Need to run a minimum windows load, and then load say two apps, and then test/repeat etc until I narrow it down to the culprit. Would it be useful if we compare what apps we have on our two machines, and collaborate on this? Let me know your thoughts. Do you think there may be a problem with .Net may be? or something else?
Mark
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Hi Mark,
.Net should not be an issue. I have installed .Net 5.x and it worked.
I will try some things with msconfig. There you can select different start options for Win10.My guess is Fences and maybe the the overlay software for my ASUS gpu.
I must test some very special services on my pc:
Virtual Desktop service, Oculus VR services and my OpenSSH Server service -
Hi Andreas
Have done some more testing, and interestingly enough have found that my photos stored on my Qnap nas are very slow to build the catalogue, and previews. I dont see why access over a Lan should be that slow i am using a gigabit lan router. Any ideas - thinking I may have to copy these files to a hard drive or ssd to get them to load in a reasonable time - thoughts? Although a hard drive probably wont be any faster than the Lan.
Mark
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Hi Mark,
this problem exists since Luminar 3, but with every new version it's getting slower and slower to open files on a nas. I've tried different solutions, different setups, but nothing really works. A SSD directly attached to my router with USB3 on a gigabit network(cable and not wireless)is really slow in opening RAW files in Luminar. But when I copy files over the network to my pc it works fast an reliable, so this is also a problem with Luminar AI.
I tried to deactivate every security, antivirus programs, firewalls, giving Luminar AI and everything related to it. the highest priority on the network, but without any success.
So this is a problem unfixed for Luminar AI and the only solution is to attach the SSD directly to the PC.regards,
Andreas
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I am not a tech person and i cant get luminar ai to work at all. i click on tabs and edit and menu options but everything is greyed out... i uninstall and reinstall... turn off firewall and anti virus.. nothing... what is wrong.... this is a $100 dollar purchase. This should not be happening.
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