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79 comments

  • Avatar
    Insoc Insoc

    DEAR LUMINAR NEO OWNERS: This is a very sad situation. I was an early buyer because I love LUMINAR AI and I know most here must be in the same situation. I find the supposed "fix" incredibly difficult and time-wasting. No software user should be exposed to such a complex "fix". You need to FIX the installer and make it a click and go solution. Do you think if all here knew this was going to happen, we would have been early buyers?

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    Helga Hufflepuff

    Hi Insoc Insoc,

    The issue with launch should have been resolved in our latest update. Please, download it here:

    https://skylum.com/download/luminar-neo-paid

    If it still doesn't work, we would kindly ask you to reach us via https://skylum.com/support 

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    Dr. Jan Hadenfeld

    I bought Luminar Neo a few days ago. After the splash screen the software crashes and I only see "Path of the faulty module: C:\WINDOWS\System32\ucrtbase.dll" in the event manager.

    I reinstalled the latest version, deleted the folder %appdata%\Luminar Neo, nothing worked. Win 11 Pro 21H2. I also wrote to your support with screenshots of the event manager, but no response until now. Please help, I paid for the software:-(

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    Alina Skylum

    Hi Dr. Jan Hadenfeld,

    Please kindly check if your device meets our system requirements:

    • Windows-based hardware PC with mouse or similar input device
    • CPU Intel® Core™ i5 or better, AMD Ryzen™ 5 or better
    • Open GL 3.3 or later compatible Graphics Cards
    • Memory 8 GB RAM or more (16+ GB RAM is recommended)
    • Operating System Windows 10 version 1909 or higher (only 64-bit OS).
    • Hard disk 10 GB free space; SSD for best performance
    • Display 1280x768 size or better
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    Dr. Jan Hadenfeld

    Hi Alina,

    my laptop ist a Lenovo MIIX 520:

    • Win 11 64 Bit with all patches
    • Intel Core i5-6200 2.3 GHz
    • 8 GB ram
    • 1920x1200 display
    • Intel HD Graphics 520
    • 388 GB HD free
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    Agatha Winter

    Hi Jan H.,

    Please try reinstalling the app in the following way:

    1. Go to “Apps and Features” by right click on the Start button;
    2. Find Luminar there and click [Uninstall] (you can also uninstall from the Control Panel);
    3. Type %appdata% in Search (folder Roaming should open);
    4. Find the folder “LuminarNeo” and delete it (it deletes your activation for Luminar Neo too);
    5. Go to Pictures and rename the folder called Luminar Neo Catalog (if you have your Catalog anywhere else, find it and rename it).
    6. Install the app once again and launch it: https://skylum.com/download/luminar-neo-paid
    7. Activate the software by logging in to your Skylum account. Next, add a small folder with images for editing. 

    Please, let me know how it goes now.

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    Dr. Jan Hadenfeld

    Hi Agatha,

    I reinstalled the software as described from you (and as the hints before) more than three times. I can not activate the software because it never starts. Always the same error with C:\WINDOWS\System32\ucrtbase.dll

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    Insoc Insoc

    The same thing happened to me. My PC is a high end one. I bought it last year and it runs smoothly all the usual software (Adobe Suite, Vegas and yes, Luminar AI). Yesterday I even did a clean uninstall of Luminar AI, I downloaded again the installer and, alas, the same result. I click on the EXE file and the nothing happens. I also opened the EXE file as an ADMINISTRATOR and the same dismal result...

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    Alina Skylum

    Insoc Insoc and Member,

    Can you please send us your system info? Here is how to collect it:

    N.B. The links are clickable and show the screenshots that can guide you, if necessary.

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    Dr. Jan Hadenfeld

    I just sent the informations to your support.

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  • Avatar
    Arwin Alcaraz

    Hello 

    I just downloaded mine and installed. When I was trying to Launch it appeared this message after few minutes : The connection has timed out. Check your internet, antivirus, firewall settings and try again 

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  • Avatar
    Ivan Azure

    Hi Arwin,

    Something on your part is likely blocking access to our servers. Please follow these instructions:

    - Disable the Windows Defender firewall: https://support.microsoft.com/en-us/help/4028544/windows-10-turn-windows-defender-firewall-on-or-off
    - Disable your antivirus or add Luminar to its exclusion list. Consult your antivirus manual for help.
    - If your router has a firewall, also temporarily disable this element.
    - If Unified Threat Management (UTM) software is installed, it can also cause the indicated error. Temporarily disabling the mentioned program could resolve the issue.
    -  Make sure you are using an administrator account: https://support.microsoft.com/en-us/help/4026923/windows-10-create-a-local-user-or-administrator-account
    - Use VPN to activate the application. We recommend choosing TunnelBear. It is possible to download the program here (make sure to login first): https://www.tunnelbear.com/
    - If possible, try to select another Internet connection - there may be a setting in your network that is blocking outgoing connections. Some of our users have reported that using a mobile hotspot helps:

    I. Here are the instructions for iOS: https://support.apple.com/guide/iphone/share-your-iphone-internet-connection-iph45447ca6/ios
    II.Instructions for Android: https://www.lifewire.com/use-your-android-phone-as-a-portable-wi-fi-hotspot-2377915

     

    Please send us your "Hosts" file  for review via support@skylum.com if the issue persists. The element is located here:

    C:\Windows\System32\Drivers\etc\

     

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    Shivneel Prasad

    i have same issue as everyone here, any fix so far ?

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    Anastasiia Moore

    Hi Shivneel Prasad,

    Would you be so kind as to clarify what exactly happens when you try to launch Luminar Neo? Does it crash on launch? (show you the splash screen for a brief while, and then it disappears).

    If that's so, could you please send us event logs?

    1. Reproduce the issue. 
    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 support request at https://skylum.com/support

    A video tutorial on how to collect logs: https://www.loom.com/share/d7d8325cb83b4539a0a2dae3ebf286f6 

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    Shivneel Prasad

    Hi Anastasiia

    Apologies, i forgot to leave an update, i followed your fix and managed to get it to work after reinstalling it the second time.

    Thank you for your quick response.

     

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    Elena Blum

    Hi Shivneel,

    Great to hear that! 

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  • Avatar
    Pang Fey Yu

    I have the same problem.

    I am using a Dell Inspirion 16 Plus whose specs should be able to handle Luminar Neo.

    I had activited and used the first version of Neo and it worked fine.

    After a few weeks of not using it, I launched it yesterday but the logo appeared and nothing happened. It was in Task Manager.

    I then found this thread and followed the instructions to uninstall, delete catalogue folder, etc, etc. I then downloaded the latest version, installed it, launched it, signed in and it worked. 

    That was yesterday. Today, I launched it and had the same problem. So, I did the whole uninstall, re-install process again and it worked.

    Then, as a test, I closed it, launched it and had the same problem again!

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    Pang Fey Yu

    Correction to my earlier post. 

    It works but it takes 3 minutes 20 seconds to launch!

    I had previously given up after about 2 minutes and closing it in Task Manager, thinking that no software would take longer than that to launch.

    But I decided to try one last time before un-installing it once and for all. I left the launch screen on and it actually launched after 3 minutes 20 seconds.

    Something is very wrong with this software.

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  • Avatar
    Helga Rowles

    Hi!
    I'm sorry that you still face issues after trying the suggested steps.
    Could you please write to us at skylum.com/support so we can have a closer look at the issue?

     

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