Neo launch problem
Answered
Hi, I have just downloaded my early access Neo software on my desktop and laptop. When I click on Neo icon, I get the screen splash but nothing further happens on either laptop and PC. Looking at my software screen shows that the software has not activated. So, I can't launch the software. Any suggestions?
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Official comment
Hi everyone,
Please try starting the app as admin.
Please send us event logs:
- 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 attach it to your email at https://skylum.com/support.
Here is the video tutorial on how to collect logs: https://www.loom.com/share/d7d8325cb83b4539a0a2dae3ebf286f6
Comment actions -
Jayprakash Dava
Same problem here. Splash screen but Neo does not load. Software account shows it has not been activated. I had similar problem with Luminar AI - the Skylum support team sent me a link to specific Windows download and it worked, Then I was told to delete the AI catalogur file or rename it, launch AI again and created a new catalogue and Luminar AI has been working ever since. Tried that with Neo but no joy, still does not load. Awaiting support team help.
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Here, with the following modest setup, everything is working as it should.
Operating system : Windows 10 Pro
Operating system version : 19041
Device model : LENOVO 20B7S14N0B
Processors : Intel(R) Core(TM) i7-4600U CPU @ 2.10GHz
RAM : 11,7Gb
Videos : Intel(R) HD Graphics Family (1,0Gb)
Drives :
Drive: C:\ (Fixed, NTFS)
Used space: 226,7 GB
Total size: 930,8 GB
Apparently, the bigger the ship, the bigger the storm... -
Hi everyone!
We’re truly sorry to hear that many of you still experience the crash issue with Luminar Neo on start on Windows. Our team is currently investigating the situation and working on a fix.
In the meantime, 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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