Remove shine not working ?

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Hello,

It seems to me that the latest upgrade of Luminar Neo for Mac has the feature Remove shins broken. When I move the cursor nothing happens.

Can someone confirm there is an issue ?

Thanks,

Jeremy

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    Elena O'Brien

    Hi Jeremy,

    I wasn't able to reproduce the issue on my side.

    Let's try reinstalling Luminar Neo. We recommend doing a full uninstall with AppCleaner. AppCleaner is a free app that automatically removes not only applications but also the related files, making 'clean' uninstall easy.

    • Download AppCleaner from here (click this text to open the link).
    • Install AppCleaner and start it.
    • Drag Luminar from your Applications folder into the AppCleaner window. When removing Luminar, mark all the files and folders on the list, except for RTW788AXG3.com.skylum.luminarNeo
    • Once you've uninstalled Luminar Neo, restart your Mac and download a fresh version of Luminar from here: 
      https://skylum.com/download/luminar-neo-paid

    Here is the video tutorial you might find helpful: https://www.dropbox.com/s/poak20bxywarzxz/Screen%20Recording%202021-12-28%20at%2012.56.57.mov?dl=0

    Moreover, please provide us with your system summary: click on the Apple logo in the upper left corner of your screen, click About This Mac, and make a screenshot of the window that opens. Check out this article (click this text to open the link) about making screenshots on Mac if you need help with that. Attach the screenshot to your reply to this email.

    Here is the video tutorial on how to retrieve your system info: https://www.loom.com/share/4542009fcdb74570832982215caec9a1  

    Looking forward to hearing from you.

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    Member

    Here it is.

     

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    Member

    I followed your instruction and re-installed the software. Same issue. The feature is clearly broken: when at 100%, before/after is exactly the same.

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    Elena O'Brien

    Hi there,

    We need to be able to reproduce the issue on our end in order to understand at which point it occurs. Please send us a screen recording of what you do in the software before encountering the issue. Here's how to record a screen on Mac:

    https://support.apple.com/guide/quicktime-player/record-your-screen-qtp97b08e666/mac

    Here's how you can send us the file:

    1. Visit https://wetransfer.com/
    2. If it's your first time visiting this website, it might ask you to purchase a subscription. Simply select to proceed with the free version.
    3. Click Add your files.
    4. Select the file(s) on your computer.
    5. After you see all the files you need to send appear in the list, click the icon to the left of the Transfer button (the icon looks like a circle with three dots in it).
    6. In Send As select Link.
    7. Click Transfer.
    8. After the files have finished uploading, click Copy Link and paste it into your support request at https://skylum.com/support 

    Looking forward to hearing back from you. 

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    Matthew Massey

    I noticed that it doesn't work anymore also

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    Matthew Massey

    And with the latest updates, it still doesn't work. I also know 7 other people with Luminar Neo and they also say it's not working for them either.

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    Anastasiia Moore

    Hi Matthew Massey,

    Kindly send us the original files you're working with at https://skylum.com/support, we'd like to run some tests with them.

    Here's how you can send us the file:

    1. Visit https://wetransfer.com/
    2. If it's your first time visiting this website, it might ask you to purchase a subscription. Simply select to proceed with the free version.
    3. Click Add your files.
    4. Select the file(s) on your computer.
    5. After you see all the files you need to send appear in the list, click the icon to the left of the Transfer button (the icon looks like a circle with three dots in it).
    6. In Send As select Link.
    7. Click Transfer.
    8. After the files have finished uploading, click Copy Link and paste it into your support request at https://skylum.com/support 

    Looking forward to hearing back from you. 

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