Neo doesn't start
Answered
have the same problem as Jim.
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Official comment
Hi folks,
I'm sorry for the inconvenience! We've already fixed this issue.
Please try reinstalling the app in the following way:- Go to “Apps and Features” by right click on the Start button;
- Find Luminar there and click [Uninstall] (you can also uninstall from the Control Panel);
- Type %appdata% in Search (folder Roaming should open);
- Find the folder “LuminarNeo” and delete it (it deletes your activation for Luminar Neo too);
- Go to Pictures and rename the folder called Luminar Neo Catalog (if you have your Catalog anywhere else, find it and rename it).
- Install the app once again from your Skylum Account and let us know how it goes.
Comment actions -
There are multiple threads on this topic offering a solution to fix Neo not launching - unfortunately the fix does not work. Perhaps Skylum can go back to the drawing board and fix this quickly.
When there were issues with the Luminar 4.2 upgrade to 4.3, an offline installer was available to download.
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Hello all,
Could you please send us the event logs so we can investigate the issue further?:
- Reproduce the issue.
- Press the Windows logo key + R.
- Type eventvwr in the dialog box that opens and hit Enter on your keyboard.
- In the window that opens click the triangle next to Windows Logs on the left. A directory tree should open.
- Click Application in the directory tree.
- In the main part of the window find the two topmost entries marked with Error named Application Error and .NET Runtime.
- Hold CTRL and click your left mouse button on each entry to select them both.
- Right-click on any of the two selected entries and click Save Selected Events.
- Name the file, save it, and send it to support@skylum.com
Here is the video tutorial on how to collect logs: https://www.loom.com/share/d7d8325cb83b4539a0a2dae3ebf286f6
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Users of Neo, shouldn't have to try all these fixes!
You announced neo over 6 months ago.
Many people preordered. So they could get their hands on it early.
Now it's appeared, it's not working on peoples system's.
What has skylum been doing all this time.
You've had plenty of time to have this working properly on release.
No one having issues shouid be doing any of these so called fixes. They should instead be enjoying neo without any issues at all.
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Hi everyone!
We're truly sorry you all have to go through this. Our tech department is investigating the case, and we'll appreciate your event logs (as Austin wrote above).David cotton, if you see the error message "Upgrade to Window 10" right after the launch, please do the following:
- Right-click on the Luminar icon.
- Go to Properties > Compatibility.
- Do you have the 'Run this program in compatibility mode for: Windows 8' checkbox enabled? If so, please disable it.
- Press 'Ok'.
If the issue still persists, please get back to us via https://skylum.com/support to discuss your case in detail.
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All Skylum Software uninstalled. Followed all advises & suggestions, nothing helps. Software (all from Skylum) now unistalled. I wonder for how long... ?
Errors happen for all software providers, but never release on a friday if you plan on either having a weekend, or having happy customers. Free advise, release on mondays, so you have the week to solve the worst issues....
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Hello Peter,
We would kindly ask you to collect the crash log and send it to us, so we can resolve the problem.
- Reproduce the issue.
- Press the Windows logo key + R.
- Type eventvwr in the dialog box that opens and hit Enter on your keyboard.
- In the window that opens click the triangle next to Windows Logs on the left. A directory tree should open.
- Click Application in the directory tree.
- In the main part of the window find the two topmost entries marked with Error named Application Error and .NET Runtime.
- Hold CTRL and click your left mouse button on each entry to select them both.
- Right-click on any of the two selected entries and click Save Selected Events.
- Name the file, save it, and send it to support@skylum.com
Here is the video tutorial on how to collect logs: https://www.loom.com/share/d7d8325cb83b4539a0a2dae3ebf286f6
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