Cloning Locks Up Luminar Neo.

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  • Avatar
    Margaret Bright

    Hi Randall,

    We'd appreciate it if you could email us via https://skylum.com/support - we'd like to have our techs do a proper investigation of this issue.

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  • Avatar
    Randall Edick

    Deleted the Catalog, and recreated it. Rebooted.  Started again,  attempting to clone crashed Windows.  

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    Anastasiia Moore

    Hi Randall Edick,

    I'm sorry to hear that the app crashed.

    Could you please send us 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 reply to your support request at https://skylum.com/support.

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

    Looking forward to hearing from you.

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    Randall Edick

    Cloning is very slow and crashes virtually everytime I try to use it.  Here is one of the logs.  I assume it's a memory fault.  

     

    Log Name:      Application
    Source:        Application Error
    Date:          10/26/2022 2:50:58 PM
    Event ID:      1000
    Task Category: (100)
    Level:         Error
    Keywords:      Classic
    User:          N/A
    Computer:      DESKTOP-PDQ6APV
    Description:
    Faulting application name: Luminar Neo.exe, version: 1.4.2.10443, time stamp: 0x609c77fe
    Faulting module name: KERNELBASE.dll, version: 10.0.22000.1098, time stamp: 0xadfe0d05
    Exception code: 0xe0434352
    Fault offset: 0x000000000004428c
    Faulting process id: 0x2834
    Faulting application start time: 0x01d8e95046408833
    Faulting application path: C:\Program Files\Skylum\Luminar Neo\Luminar Neo.exe
    Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
    Report Id: 3cc6a6f6-6bf0-4f22-b195-b672a855d426
    Faulting package full name: 
    Faulting package-relative application ID: 
    Event Xml:
    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
      <System>
        <Provider Name="Application Error" />
        <EventID Qualifiers="0">1000</EventID>
        <Version>0</Version>
        <Level>2</Level>
        <Task>100</Task>
        <Opcode>0</Opcode>
        <Keywords>0x80000000000000</Keywords>
        <TimeCreated SystemTime="2022-10-26T20:50:58.1387150Z" />
        <EventRecordID>82152</EventRecordID>
        <Correlation />
        <Execution ProcessID="10508" ThreadID="0" />
        <Channel>Application</Channel>
        <Computer>DESKTOP-PDQ6APV</Computer>
        <Security />
      </System>
      <EventData>
        <Data>Luminar Neo.exe</Data>
        <Data>1.4.2.10443</Data>
        <Data>609c77fe</Data>
        <Data>KERNELBASE.dll</Data>
        <Data>10.0.22000.1098</Data>
        <Data>adfe0d05</Data>
        <Data>e0434352</Data>
        <Data>000000000004428c</Data>
        <Data>2834</Data>
        <Data>01d8e95046408833</Data>
        <Data>C:\Program Files\Skylum\Luminar Neo\Luminar Neo.exe</Data>
        <Data>C:\WINDOWS\System32\KERNELBASE.dll</Data>
        <Data>3cc6a6f6-6bf0-4f22-b195-b672a855d426</Data>
        <Data>
        </Data>
        <Data>
        </Data>
      </EventData>
    </Event>

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  • Avatar
    Anastasiia Moore

    Hi Randall Edick!
    Could you please send the collected logs to your support request at https://skylum.com/support? We'll pass them on to our devs. Thank you in advance!
    Meanwhile, please try to increase the size of the pagefile:

    https://www.windowscentral.com/how-change-virtual-memory-size-windows-10

    The minimum and maximum size of the Pagefile can be up to 1.5 times and 4 times of the physical memory that your computer has, respectively. For example, if your computer has 16GB of RAM, you can calculate your minimum paging file size with this equation: 16 GB x 1.5, and your maximum paging file size with this one: 16 GB x 4. The totals would be 24 GB (24576 MB) and 64 GB (65536 MB) of RAM, respectively.

    If it doesn’t help, please get the settings back to the automatic management: https://prnt.sc/bmaPpTJHz_Fr

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  • Avatar
    Randall Edick

    There's a problem with your cloning and memory consumption.  The solution isn't messing with customers paging settings.   Are you unable to reproduce it?   It's really unusable as is.   Fails for me virtually everytime.  

     

     

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  • Avatar
    Randall Edick

    No hardware problems on my end.  Disk Read Verify-

    PASSED

    Video Memory Fast Check-

    PASSED

    IRQ Test-

    PASSED

    Wireless IRQ Test-

    PASSED

    ROM Test-

    PASSED

    Wireless ROM Test-

    PASSED

    Fast CPU Stress Test-

    PASSED

    Battery Check-

    PASSED
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  • Avatar
    Randall Edick

    The work around is to export the image, reload it, and then cloning seems to work. 

     

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    Ken Russell

    Any progress towards a fix for this problem?

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