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Chris Como

• February 24, 2022 09:40

I installed Neo the day it launched.  Worked on it for about an hour and now it crashes everytime I have started.  I have submitted a support ticket, as well as the logs on photos they have requested.  I have personally tried to repaired as well as uninstalled and reinstalled the software to no avail.  Other than the initial communication asking for the logs I have heard nothing from Luminar.

1.  Is there a way to see if there is any progress on resolving the issue?

2.  When I uninstalled/reinstalled, I opened it up, it opened right up to the catalog.  Is there a way to do a complete uninstall?

3. Due to the fact that this program has not worked since day one, will the refund window be extended?

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  Barry Sachais

  • February 24, 2022 10:11
  • Edited

  Chris, Skylum announced the 30-day refund has been extended. The clock will start ticking on the day version 1.1 is released. No release date was announced. 

  https://insiders.skylum.com/posts/money-back-guarantee-extended-more-time-to-try-luminar-neos-features 

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  Chris Como

  • February 24, 2022 10:15

  Barry Sachais thank you!  Do you happen to have a link to that announcement?  I am not locating it.

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  Barry Sachais

  • February 24, 2022 10:16

  https://insiders.skylum.com/posts/money-back-guarantee-extended-more-time-to-try-luminar-neos-features 

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  Michael Pegg

  • February 24, 2022 10:20

  Money back guarantee extended: more time to try Luminar Neo’s features! | Luminar Insiders (skylum.com)

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  Agatha Winter

  • February 24, 2022 12:43

  Hi Chris,

  I'm terribly sorry to hear about the crashes you encountered!

  As for your support request, we're currently receiving quite a great number of requests so it may take a bit longer than usual for us to get back to you. Hope for your understanding.

  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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  Chris Como

  • February 24, 2022 13:39
  • Edited

  Agatha Winter Thank you for your response.  I hope all is well with you and the Skylum team.  I believe I figured out the answer to my problem this morning.  The "Luminar Neo Catalog\CacheDocuments\resources" folder had grown to 40% of my hard drive, filling up the hard drive.  I deleted it and also reinstalled NEO and it is now seems to be working.  

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