NEO - Crop and export failure

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6 comments

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    Austin Miller

    Hello Keith,

    Could you please specify what OS you have?

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    Guido Erlinger

    I have the same issue.

    • Original RAW 6000x4000px
    • Cropped to 16:9 and some other edits
    • Export of cropped image is done BUT the 16:9 image is scaled to original ratio 6:4 (3:2).
      I.e.: the image was distorted
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    Anastasiia Moore

    Hi Guido Erlinger!

    We need to be able to reproduce the issue on our end in order to understand at which point it occurs and troubleshoot it. Please send us a screen recording of the issue.
    You can use Monosnap to record your screen: https://monosnap.com/welcome

    Here's how you can send us the file with the recording:

    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 support request at https://skylum.com/support

    We'd be very grateful if you could upload the original files you're working with as well.

    Thank you in advance!

    Looking forward to hearing from you.

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    Guido Erlinger

    I created a support ticket!

    You find my screen recording in folder Test01 on my private cloud
    ==> Link to my cloud (see support ticket)

    I also create a zip package containing the Luminar Neo Catalog, the RAW foto and the exported image.

    I cropped the image to ratio 16:9. I exported the image with 900px for the short edge, therefore the exported image should have the size 1600x900. But the exported Image had the wrong size 1350x900 (=> ratio 3:2). This is definitely incorrect.

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    Kate Williams

    Hi Guido ,

    Thank you. One of our specialists will be in touch shortly. 

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    Guido Erlinger

    @Kate Williams

    I tested this issue with the new Version.
    It works now as expected.
    Bug is resolved.

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