LUMINAR APP IS DEAD AFTER UPDATE!!

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    Justin Crawford

    We are also at a standstill with Luminar on Windows. With a new laptop with 8th gen i7 and 8g of RAM we the load time on pictures to edit is 15s plus which is totally unacceptable and unusable. 

    We did not lose all of the imported pics, but with the speed of editing it is completely unacceptable. I thought this update was supposed to fix the performance issue and they fixed all the performance issues that weren't an issue for us, leaving only the performance issue that really was an issue: Switching between photos while in edit mode. It seems to rebuild the preview from the RAW image every time you switch. Why not cache the previews once they are built?

    Unless this is fixed soon we are getting a refund and looking elsewhere. 

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    Kian J

    It's happening to me as well, I only purchased Luminar today, and I've never seen it open even one image.

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    Helena Carter

    Hello Everyone,

    We are collecting as much info from users on these issues as possible, and your help would be greatly appreciated. 

    If you're having trouble, please send the following to support@skylum.com:

    Please send us your catalog:

    1. Locate your Luminar Catalog folder. The default location is C:\Users\%username%\Pictures\. If you specified a custom location for your catalog, search your custom location.
    2. Create a .zip file out of the Luminar Catalog folder. Click here if you need help with that.
    3. Send us the .zip file you created in Step 2. We recommend a free service WeTransfer for that.

    If you can recall, it would help us a lot if you could tell us which folders were added to your Luminar Catalog and where they were located: on an internal or external drive. You can make a screenshot of the filesystem, for example.

    If your copy of Luminar is crashing, please send us event logs. Also, please briefly describe what precedes the crashes.

    1. Cause the crash.
    2. Press the Windows logo key + R.
    3. Type eventvwr in the dialog box that opens and hit Enter on your keyboard.
    4. In the window that opens click the triangle next to Windows Logs on the left. A directory tree should open.
    5. Click Application in the directory tree. 
    6. In the main part of the window find the two topmost entries marked with Error named Application Error and .NET Runtime.
    7. Hold CTRL and click your left mouse button on each entry to select them both.
    8. Right-click on any of the two selected entries and click Save Selected Events.
    9. Name the file, save it, and attach it to your email to support@skylum.com

    We'll need the following information for troubleshooting:

    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.

     

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    Kian J

    I've sent you email for refund, please proceed.

    jyc860923@gmail.com

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    Helena Carter

    Our Support Team will do their best to reply as soon as possible. Typically, we reply within 24 hours, but currently, it might take us a few days. We really hope for your patience.

    Best regards

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