DXO PL5 crashes at launch

DxO PhotoLab macOS topics
1

Hi,

I’ve had a case open for more than a week with support for PL5. They have debug reports, etc. and unfortunately have now femailed me saying “it’s a complex issue” and basically, stop contacting them, because it drops my case to the bottom of the developer queue. This is absurd and not exactly a good customer support workflow.

This isn’t a complex issue…PL5 is completely useless as it won’t even open on my system with the files I actually care about, Nikon RAW/NEF. Could I ask you to either sort this or issue me a refund for the upgrade until the product actually does something?

Gabriel.

1 Like
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Good morning @gioan and welcome to the forum,

Which operation system are you working on? What is your support ticket id?

  • And this one should be requested not via the forum thread but via support.

Thank you
Regards,
Svetlana G.

3

Hi Svetlana, kak dela?

I’m not “working” on anything, as the program crashes immediately upon selecting a folder with NEF/RAW files. Files are from Nikon (corrected!) Z6, D810s, D850s, on local and remote (network) drive. Same result, immediate crash, with or without DeepPrime/GPU utilized, seems to be limited to the Z6 and D850 files.
“#297063 [Support & Assistance] Request n°297063” is what they’ve sent.
I did ask them for an update or a refund, unfortunately they did not reply to that and instead requested I not contact them as it screws up their queue system, they’ll contact me. Pretty broken flowchart if you ask me.

I’ve even since tried a reinstall and an OS upgrade (to Monterey) in case it helps, unfortunately same results.

If there’s anything you can suggest, let me know. Thank you for the assistance.

Gabriel.

2 Likes
4

Good morning @gioan ,

  • Horosho, spasibo :slight_smile: . How are you?

Well, as it’s connected to Mac, I’ve moved the post to the dedicated section. And let me ask @SebinParis to assist here.

Regards,
Svetlana G.

5

Thank you Svetlana.

@SebinParis any suggestions? Nothing from support, nor anything here.

PL5 (5.0.1.41) still crashes immediately on launch. I was wrong, it crashes on all NEF, whether Nikon D810, D850 or z6 (I thought it was fine with 810 but had only looked at one directory with 2 files).

DXO has been my go-to software for years, but the latest release isn’t exactly looking good.

Gabriel.

2 Likes
6

Sadly, another week and nothing from support or anyone here.

What would you recommend at this point?

7

Gabriel,

I just checked the ticket, and the response should be coming back to you shortly. The skinny of it that it will be fixed in an upcoming version.

8

@kettch thank you for the update. Brilliant :frowning: . I guess I shouldn’t have uninstalled Dxo4 in exuberant blind optimism.

I suppose a credit/refund is rather pointless as I’d rather have the functional software.

Will try the reinstall of 4 and hope for the best on the fix for the “latest” version.

Gabriel.

9

Since installing a new version of PhotoLab never overlays previous versions, it’s always a good idea not to uninstall the older version until you’re sure the new version is working to your satisfaction.

In addition I find it useful to keep an older version installed for some period of time In case some tool or feature does not seem to be operating the way I remember it. Many of us have been able to find and report on minor bugs in new versions without having to resort to our memories alone.

I upgraded to PL 5 on October 20th, but I have no plans to uninstall version 4 until at least the end of the year.

Mark

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There is a high learning curve here and I find that I am continually seeing new angles to the DxO theory…almost an endless body of knowledge…