Issues while exporting photos

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7 comments

  • Avatar
    Angela Andrieux

    Hi Tojo,

    We need to be able to reproduce the issues on our end in order to understand at which point they occur. Please email us at support@skylum.com with a detailed step-by-step description of what you do in the software before encountering the issue. You can also make a screen recording:

    https://support.apple.com/guide/quicktime-player/record-your-screen-qtp97b08e666/mac

    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 might 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.

    In order for us to directly track this issue, please send us your Hardware UUID:

    1. Click the Apple icon in the upper left corner of your screen.
    2. Click About This Mac.
    3. In the window that opens, click System Report.
    4. In the window that opens, make sure Hardware is selected in the column on the left.
    5. Locate the Hardware UUID string, copy it, and paste it into your email.

    In case the issue leads to a crash, send us crash reports:

    1. Open Finder.
    2. Click Go in the top menu > click Go to Folder.
    3. Paste the following path: ~/Library/Logs/DiagnosticReports and click Go.
    4. In the folder that opens find the most recent files with Luminar 3 in their names and attach them to your email.

    In case there are no crashes, collect the log from the console:

    1. In Finder, navigate to Applications > Utilities.
    2. Start Console.
    3. Type in Luminar in Console's search bar in the upper right and press Enter on your keyboard.
    4. Start Luminar and try reproducing the issue. Make sure to note all the steps you perform in the app that cause the issue.
    5. Go back to Console, select all entries in it (to do so you can press CMD+A on your keyboard) and press CMD+C on your keyboard to copy them to clipboard.
    6. Create a new text document and paste (CMD+V) the contents of the clipboard there.
    7. Send us the text document you created in Step 6.

    Looking forward to hearing from you.

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  • Avatar
    Roman Pavluv

    I have same exact issues as you reported. Will try to find time, document it for Skylum and send it to them. Wedding season is starting soon for me and I wanted to fully use Luminar for edits but I am affraid it will mess something up.

    Btw: Those issues did not happen in versions 3.0.0 or 3.0.1 for me

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  • Avatar
    Tony Collins

    I was told by support that this was a known issue, and would be fixed in a future update. This was back in January - so long before the release of 3.0.2, yet still not working.

     

    I find it really worrying that something as basic as displaying/exporting an image in the correct aspect ratio is still not functioning.

    If it was my company this would be a reason to halt sales until it were fixed - or never release in the first place.

     

    EDIT: See apology below - most issues for me are fixed.

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  • Avatar
    Helena Carter

    Hi Tony ,

    Please, provide us with the info Angela has requested and our Support Team will be happy to help.

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  • Avatar
    Tony Collins

    Hi Helena - I provided all the info back in January. After some investigation, I was told that it would be fixed in a future update without a time specified. So far it is not fixed. I don’t see much point in submitting the same info again.

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  • Avatar
    Tony Collins

    OK - confession time. Although images are still displaying incorrectly in the gallery (see screenshot -I therefore incorrectly assumed the issues had not been fixed), it seems they are behaving themselves mostly when opened for editing or exported. I had one instance last night where an image did not display correctly when opened, but then worked Ok when I opened a different image and went back to it.

    So apologies for my post above - though it is still a poor reflection of L3 that thumbnails are displayed stretched.


    *******************************
    Screenshot: All except the last are portrait images squashed into landscape format in the gallery. I have many others showing like this. When opened, they are shown in the correct orientation.

    EDIT - and I've just found I can correct the gallery display by using the key shortcut to rotate right, and then rotate left again - while in the gallery.

     

     

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  • Avatar
    Maryna Skylum

    Hi Tony,

    I understand your frustration and I`m really sorry this situation happened.

    Our developers are aware of this issue and are working around the clock right now to get this resolved.

    We will keep you updated.

    Thanks so much for bearing with us while we fix this.

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