Hi everybody, I’m a new user, just bought Photolab yesterday and having some difficulties. As stated in the title, the app takes 4:30 minutes to start, and yes all the times, with very few seconds difference on different starts.
When first started, after putting my license code in, it hanged very badly and freeze my machine, then accepted the license after roughly 10 minutes. Since there, if my internet connection it’s on, it takes 4 minutes to start, if the connection it’s off, just a few seconds as expected. Also, no matter if the internet it’s on or off, once started, it works great, very fast as expected for my machine.
I’m on the latest win 10, latest Nvidia drivers, I’ve tried also disabling both Norton AV and Norton Firewall, still the same. My windows installation it’s only 2 weeks old and comes from a full reformat of the disk and fresh install. I’ve also removed my overclock and put it back to default settings, still no luck, same.
I’m a VFX artist and work on 3D and compositing and do not have a similar issue with any other app, including Adobe and C1, for which I’m also a beta tester. Looking at the log, there are several errors and slowdowns on things connected to licensing, these are just few lines where the slowdown starts:
2021-04-17 14:06:26.718 | DxO.PhotoLab - 4812 - 4 | PhotoLab - Info | OpenCl Processing : OFF
2021-04-17 14:07:12.375 | DxO.PhotoLab - 4812 - 1 | ActivationCommon - Error | Error while trying to get status: -17
2021-04-17 14:07:12.375 | DxO.PhotoLab - 4812 - 1 | ActivationCommon - Error | Error while trying to get license status for feature: 000001B008C5D540 (name: N/A - customer: N/A - contract: N/A): -17
2021-04-17 14:07:35.273 | DxO.PhotoLab - 4812 - 1 | ActivationCommon - Error | Error while trying to get status: -17
2021-04-17 14:07:35.273 | DxO.PhotoLab - 4812 - 1 | ActivationCommon - Error | Error while trying to get license status for feature: 000001B008C5A4B0 (name: N/A - customer: N/A - contract: N/A): -17
2021-04-17 14:07:58.191 | DxO.PhotoLab - 4812 - 1 | ActivationCommon - Error | Error while trying to get status: -17
2021-04-17 14:07:58.191 | DxO.PhotoLab - 4812 - 1 | ActivationCommon - Error | Error while trying to get license status for feature: 000001B008C5AFA0 (name: N/A - customer: N/A - contract: N/A): -17
2021-04-17 14:08:21.063 | DxO.PhotoLab - 4812 - 1 | ActivationCommon - Error | Error while trying to get status: -17
2021-04-17 14:08:21.063 | DxO.PhotoLab - 4812 - 1 | ActivationCommon - Error | Error while trying to get license status for feature: 000001B008C5CEB0 (name: N/A - customer: N/A - contract: N/A): -17
2021-04-17 14:08:43.973 | DxO.PhotoLab - 4812 - 1 | ActivationCommon - Error | Error while trying to get status: -17
2021-04-17 14:08:43.973 | DxO.PhotoLab - 4812 - 1 | ActivationCommon - Error | Error while trying to get license status for feature: 000001B008C5CF20 (name: N/A - customer: N/A - contract: N/A): -17
2021-04-17 14:09:29.572 | DxO.PhotoLab - 4812 - 1 | ActivationCommon - Error | Error while trying to get status: -17
2021-04-17 14:09:29.572 | DxO.PhotoLab - 4812 - 1 | ActivationCommon - Error | Error while trying to get license status for feature: 000001B008C5C5F0 (name: N/A - customer: N/A - contract: N/A): -17
2021-04-17 14:09:52.363 | DxO.PhotoLab - 4812 - 1 | ActivationCommon - Error | Error while trying to get status: -17
2021-04-17 14:09:52.363 | DxO.PhotoLab - 4812 - 1 | ActivationCommon - Error | Error while trying to get license status for feature: 000001B008C5BEF0 (name: N/A - customer: N/A - contract: N/A): -17
2021-04-17 14:10:15.164 | DxO.PhotoLab - 4812 - 1 | ActivationCommon - Error | Error while trying to get status: -17
2021-04-17 14:10:15.164 | DxO.PhotoLab - 4812 - 1 | ActivationCommon - Error | Error while trying to get license status for feature: 000001B008C5C900 (name: N/A - customer: N/A - contract: N/A): -17
But the actual log, from a single start, it’s 28.000 lines long.
Hope I can find some answers.
I’ve already replied you in the neighbor thread. As it’s connected to activation which is rather personal and requires additional info, it’s better to solve it via a support ticket (and I saw you’ve already created it).
The app still not working but I have just discovered something that might be helpful for you, I’ve checked the license file and noticed that the hostid equal the disk serial number, and the actual serial that Photolab picked it’s partially wrong, the one in the license has the first character inverted with the second, and the third with the fourth, then the rest it’s ok.
This is very frustrating, one full month that I have paid for the app and can’t use it, I don’t think it’s fair, the trial worked fine, and as soon as I paid, stopped working for licensing issues.
I’ve been through troubleshooting with the support, and finally found out that the issue it’s the RLM licensing server I use for some of my apps, but in the requirements and compatibility regarding Photolab there is no mention that the server could cause issues, I’ve been given a solution to fix it, but it doesn’t work, to have Photolab running as supposed, I need to delete that server which I cannot, how could I possibly know that if the trial was working fine when tried?
On average the support was very quick to answer, but now that I’ve asked for a refund, silence for 9 days, that’s not fair, and I wouldn’t have posted it here if somebody would have answered, I need my money back. Extremely disappointed.
Greetings,
While I fully sympathize with you, its hardly DxO’s fault that you are not able to run every conceivable software available in your environment concurrently. You’ve stumbled on a unique one off situation where 2 pieces of software don’t work together seamlessly. As a developer, you MUST know this is possible and could happen from time to time.
It impossible to test compatibility for every hardware, software, applications, drivers scenario. There are always going to be compatibility issues, many of which might go undiscovered. Like you DxO doesn’t release with an anticipation of failure. It’s unforeseen.
If you want your money back, I’m sure you will get it. If however you are willing to work with support, a solution might be provided, and you may also get an extension to your anniversary date. Development is not foolproof, it can take time. Once again as a developer, you know this.
DxO is reputable. They’ll do the right thing. You can be certain of that.
Hi, and thanks for the message. I totally understand your point as I’m a beta tester for another raw converter and also a leading compositing software, but I’m not a developer.
With that said, I totally understand there will be always specific cases, so many machines and yet, none the same as another, so many apps, services, and settings that can play, and yes, I’m probably the first with this specific scenario. But it’s also worth mentioning that the issue comes from a service used to license other programs, not a program, none of the other apps I use has such an issue because if the app doesn’t use that type of licensing, it shouldn’t bother of it.
They already propose a fix but doesn’t work, also, I always had a quick response, no more than 2 days on average but as soon as I mentioned refund, 11 days of silence without saying yes, no, they still work on it or what.
I don’t think it’s right, I never ever been rude or aggressive when exchanging email, on the first post I might have been very concerned, and now after this, started to be a bit more concerned, but during communication, always give them what they need to troubleshoot without extra questions or complains. That’s all.
No no, I’m not saying that anybody accused me, but I thougth was worth to mention, I had work on customer service in the pass and I know some can get very rude, and in that case people might start slowing down with support, which is understandable I guess.