Luminar Neo doesn't work...at all !!!!
Answered
Hi everybody
As many customers I'am unable to enjoy Luminar Neo, when I try to launch it, the logo apeears during few seconds and that's it! Nothing more, Luminar Neo doesn't work...
And Yes my PC match the necessary specs (even above...).
I must add that I applied the answer given by Skylum in other topics about this problem and their solution doesn't change anything, the problem remain the same!
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I've managed to launch it finally by following the procedure recommended by Skylum and by usingthe .msi installer. BUT... ther's now a new downside, I'm stuck at the activation windows! I use a linked FB account and when I click on the icon in tha activation window I'm redirected toward a page that tells me the activation is ok, but still the programm stay on the activation process and doesn't go further!
That new Luminar is a real pain in the....
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Vincent Serge - do not know if this is your issue, but to properly activate your software, you must use the same email address you used when you purchased the software.
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Pablo Esvertit : Yes, we speak of the same procedure, it worked for me and enabled me to launch the program. But I'm still can't activate it!
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SO I've finally managed to solve my activation problem, here's what I did to fix it, hoping it helps others.
The problem seems to be connected with the "linked account" like FB. So, firts I logged out from the Skylum website and then created a new account using the "Sign up with email", of course you have to use the same email adress you used when you bought Luminar. In the fileds enter your mail adress and then create a password. And... that's it, it worked just fine after that!
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Hi everyone!
Vincent, thank you for bringing the FB login issue to our attention and for sharing the solution!
As for the crash on start, could you please try to launch Luminar Neo this way: right-click on the application icon > Run as administrator?
If it doesn’t work, 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);
- In the %appdata% folder, locate the folders of all previous Luminar versions (e.g. Luminar 4, Luminar AI, etc.) and move them to a different location (e.g. to the Documents folder or to the Desktop)
- Go to Pictures and rename the folder called Luminar Neo Catalog (if you have your Catalog anywhere else, find it and rename it).
- Download the app from the Skylum account once again and try to launch it.
- Activate the software by logging in to your Skylum account. Next, click Add Photos and add a small folder with images.
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Hi Guys,
Finally managed to get it working. Here is what i did -
1. Uninstall Luminar Neo
2. Reinstall - created a new folder for installation i.e c:\Program Files\NSkylum
After installation the windows popup for activation appeared. Entered the login details and its up and running.
Hope this helps.
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Hi Jerry Hayter!
I'm sorry to hear that you can't activate the app. Please get back to us via skylum.com/support and describe the issue you're facing, and we'll do our best to help you. We can reset your password on our end if that is the case.
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Its certainly not the password, its the same issue as all the other people are facing, why are you 'spinning' that this is a password issue?!
Neo just doesn't work, it freezes at the splash screen!
If Skylum wont even acknowledge the problem, then they obviously have no intention of finding a solution!
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Jerry Hayter could you please describe the issue in detail, so that we could be on the same page? It might be that your case is not connected with the one discussed in this thread as the activation issue can be solved with the above recommendations.
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Nero freezes at the splash screen - end of, and i can see that i am one of MANY purchasers out there with the same problem.
I've tried installing it: normally, using your recommended links, the MSI file that you suggested, and have even renamed the installation directory and other things too. Nothing makes any difference.
The solution is simple - either supply some software that functions, or arrange a refund please.
Enough is enough!
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Here in the UK we have something called 'the credit card guarantee'. That means that if the supplier refuses to refund for faulty goods or services, the credit card company will do it for you and deduct the money from that supplier. See: https://www.which.co.uk/consumer-rights/advice/can-i-claim-on-my-credit-card-when-something-goes-wrong-amrSG5y3xh7b
So, Skylum have a choice - either refund, or provide some software that works!
Personally, I would prefer the latter, but I see no sign whatever that Skylum are making any effort whatsoever to put this right.
Good luck to you!
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Hi Jerry and Phitier,
We are sorry to hear that you have such reflections. We also apologize for the late answers - during the last few days, an excessive number of requests was circulating. Hope for your understanding.
Could you please specify whether you followed the reinstallation instructions Tania posted above? If the issue persists, could you please send us the following data via support@skylum.com:
Let us know your hardware configuration:- Press the Windows logo key + R.
- Type msinfo32 in the dialog box that opens and hit Enter on your keyboard.
- In the window that opens, make sure you have System Summary highlighted on the left.
- Click File > Export.
- Type the file's name (you can choose any you like), save it somewhere where you can easily find it.
N.B. The links are clickable and show the screenshots that can guide you, if necessary.
Here is the video tutorial on how to retrieve your system info: https://www.loom.com/share/97aff7951ee3412daa020f1d88eb36e8
Second, please send us event logs:
- 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 attach it to your reply to this email.
Here is the video tutorial on how to collect logs: https://www.loom.com/share/d7d8325cb83b4539a0a2dae3ebf286f6
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Even your response here is unacceptable. The first part of your technical instructions I can do, but the second half doesn't seem to work.
So, for the avoidance of doubt, ENOUGH IS ENOUGH, Neo is clearly not fit for purpose! Either, provide some software that works, within say 10 days from 24.02.2022, or arrange a refund.
I look forward to hearing from you.
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My problem exactly; Neo is clearly not fit for purpose.
However, it appears that Skylum are based in Ukraine, a so I'm going to stick with them until they are able to deal with this.
It must be a very minor irritation, compared with the terrible things that their country is going through.
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Hi Jerry and Member,
We appreciate your understanding.
Jerry, we have answered you via support@skylum.com.
Member, don't hesitate to get in touch with our support team via support@skylum.com or https://skylum.com/support and we will investigate your case more thoroughly.
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