Aurora HDR 2019 FAQ

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    mei-shuo Chen

    When I load sample image, there's an error messagebox shows "The file could not be opened. It may be damaged or use a file format that application doesn't recognize"
    It occurred when I load my images as well.
    Can you help to fix it?

  • Avatar
    Helena Carter

    Hi Mei-Shuo ,

    Please, send the following info to support@skylum.com so they could investigate the issue:

    Please send us a detailed step-by-step description of what you do in the software before encountering the issue. 

    Please, also make a screen recording. You can use Monosnap to record your screen: https://monosnap.com/welcome

    If the issue occurs when you're working on an image, send us the image file. Here's how:

    1. Visit https://wetransfer.com/
    2. If it's your first time visiting this website, it may ask you to purchase a subscription. Simply select to proceed with the free version.
    3. Click Add your files.
    4. Select the file(s) on your computer.
    5. After you see all the files you need to send appear in the list, click the icon to the left of the Transfer button (the icon looks like a circle with three dots in it).
    6. In Send As select Link.
    7. Click Transfer.
    8. After the files have finished uploading, click Copy Link and paste it into your email.
    9.  

    In order for us to directly track this issue, please send us your HID1 and HID2 codes:

    1. Download this application: https://www.dropbox.com/s/3pf15jdigd0mgt4/ViewHID.exe.zip?dl=0 
    2. Launch it.
    3. Copy the HID1 and HID2 codes from the application's window and send them to us.

    Looking forward to hearing from you.

  • Avatar
    Harry Conte

    How far down the road is a plug-in for Photoshop Elements?

  • Avatar
    Angela Andrieux

    Hi Harry,

    Support for using Aurora HDR 2019 as a PSE plugin will be added in the next update. 

  • Avatar
    Ross Zanzucchi

    I can not get the batch processing to work properly.  The issue is that when I create a custom HDR look and save it, and then try to use it as the profile to use in the batch process of other images from the same shoot, Aurora HDR doesn't apply and only applies a minor process to the images.  Why won't the batch process apply the custom one I select in the batch process set-up?

    I sent a support ticket in with this question a couple of weeks ago and haven't gotten a response yet.

  • Avatar
    Angela Andrieux

    Hi Ross,

    I'm sorry that you haven't had a response to your support inquiry yet! I just pinged our team to see if I can get an update for you. Please also be sure to check your spam folder as sometimes our messages are mis-routed there.

  • Avatar
    Kate Williams

    Hi Ross, 

    We are struggling to locate your request in our database. Could you please provide us with your email so that we could double-check it? Alternatively, if you are uncomfortable with sharing your email here, please, try submitting a follow-up via https://skylum.com/support and we will get back to you as soon as possible. 

    Thank you in advance. 

     

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