Get things right first

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Alan Jackson

• March 20, 2019 13:49

Why don't Skylum get existing products right before bringing out newer products. There is a problem with Aurora for Windows which prevents me from using it, and the developers have bee 'looking at it ' for about 2 months now. In that time I now see two more products come out. I for one will certainly not be investing any more of my money with Skylum until all of the existing products are working as they are advertised to do

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  Anastasia Davis

  • March 20, 2019 17:28

  Hi Alan! Please note that there are different teams for all the products. 
  There was no update of Aurora HDR 2019 yet but we are working on it. 
  Every product of ours is dear to us and we are doing our best for each of them.

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  Alan Jackson

  • March 20, 2019 17:32

  But that doesn't help me when I have a product that I paid for and cannot use at all

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  Richard Harrington

  • March 22, 2019 16:50

  Alan, what specifically is the problem you are having?

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  Alan Jackson

  • March 22, 2019 17:04

  The problem that I am having is that Microsoft did an update and it killed Aurora. This is the only app that has been affected, and the developers have been ‘working on it’ since January

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  Max Greco

  • March 23, 2019 22:43

  @Richard Harrington, try to google "Aurora HDR crush" and follow the first link. It's not an exhaustive answer but it should point to the right direction.

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  Alan Jackson

  • March 24, 2019 10:18

  If it is to do with .auh files then it is a non starter. I cannot get Aurora 2019 to boot up, it crashes before I see anything.

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  Alan Jackson

  • March 24, 2019 11:48
  • Edited

  I have just done a search on my hard drive and there are no .auh files found. When I boot up I get the splash screen for a few seconds and then the whole lot vanishes

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  Maryna Skylum

  • March 24, 2019 11:57

  In order for us to verify this, could you please send us event logs:

  1. Try to start Aurora HDR 2019.
  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 send it to us at support@skylum.com.

   

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  Alan Jackson

  • March 24, 2019 12:06

  I have sent the Event Viewer files as requested

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