Luminar Neo

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Fred Peatross

• February 13, 2022 20:46

I received my early copy of Neo. I download and launched Neo but it does not open. What do I do next??

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  Margaret Bright

  • February 14, 2022 08:09

  Hi Fred,

  Could you please try to launch Luminar Neo this way: right-click on the application icon > Run as administrator? 

  If the issue persists, 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. 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)
  6. Go to Pictures and rename the folder called Luminar Neo Catalog (if you have your Catalog anywhere else, find it and rename it).
  7. Install the app once again and launch it (the download link is available in your Skylum account).
  8. Activate the software by logging in to your Skylum account. Next, click Add Photos and add a small folder with images.

  If you're still unable to start Luminar Neo, please get in touch with our support team at https://skylum.com/support and provide us with the new 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.

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

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  Fred Peatross

  • February 14, 2022 14:29

  Ridiculous! Why do u folks release before the product is ready? I'll wait on you to fix and then send me an updated version that works. Because I'm not versed in computers enough to jump thru all the hoops you want us too!

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  Kate Williams

  • February 14, 2022 15:23

  Hi Fred, 

  Sure thing, I respect your decision to wait for the fix. 

  I'd like to let you know that the fix is in the works, and we'll roll it out as soon as it's ready, which should be very soon. Sorry for the temporary inconvenience! We're working hard to make it go away. 

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