Processed File Corrupted and not Usable

When I process SOME files I get strange pixelizing of non-usable photos. I tried to upload but this program says I can’t to show you. I am using the TRIAL version. Unless I delete the bad files then Raw2 tells me it has already be processed – which really it has been messed up and not processed. Fortunately it is not disrupting the original!!!

Why is this happening? I am trying 2 other competitors and not having any pixel issues like DxO Raw2. It is just that DxO in good photos appears much better than Topaz and ON1 most of the time (except when comes with strange black/red/blue/green pixel stuff). I sent DxO and email support on this BUT they don’t seem to have the desire to have interaction with customers – in the mean-time, the trial days are counting down on other software. I have not had to contact any other software – just DxO about problems.

This is the configuration of my laptop:
Intel(R) Core™ i7-10510U CPU @ 1.80GHz 2.30 GHz //
NVIDIA GEFORCE MX330
INTEL UDH GRAPHICS
16.0 GB (15.8 GB usable) //
Windows 11 Pro

HERE IS A BAD FILE AFTER PROCESSING:
https://drive.google.com/file/d/136Y9NrPtnOOt4eGTiTfuwiToOx2RQakT/view?usp=sharing

HERE IS A GOOD FILE AFTER PROCESSING:
https://drive.google.com/file/d/1br8ln-fUkqe0qnL_XX-Ucxcc_f-yB6Pt/view?usp=share_link

All I got the 5 days ago was the following:
Hello Steve,

Thank you for contacting DxO Customer Support.

Your request #400219 has been received and is being looked at by our support staff.

Thank you for your patience have a great day !

Anyone have same problems and how to resolve?

I can run LRC and PS current versions with no problems on my ThinkPad15 Intel(R) Core™ i7-10510U CPU @ 1.80GHz 2.30 GHz // 16.0 GB (15.8 GB usable) // Windows 11 Pro

Hi Steve. Does your ThinkPad have a graphics card? If so, what is it?

BTW you can upload the RAW and Tiff files to a sharing service such as Dropbox, then post the link to it here so we can take a look at it.

What type of noise reduction are you trying to use in PureRAW? Does the problem only happen with certain settings, and does it always happen with particular files?

Hi Greg,

These two attachments are what I am getting when processing from photos from my Canon 5DMIII with .CR2 files. I haven’t done anything to the files – just taken and transferred them from the card to the computer. I can take a ‘bad’ denoised file, delete it and then redo and usually next time it works.

This is the configuration of my laptop:
Intel(R) Core™ i7-10510U CPU @ 1.80GHz 2.30 GHz //
NVIDIA GEFORCE MX330
INTEL UDH GRAPHICS
16.0 GB (15.8 GB usable) //
Windows 11 Pro

Good Result before running through LRC
https://drive.google.com/file/d/1br8ln-fUkqe0qnL_XX-Ucxcc_f-yB6Pt/view?usp=share_link

Bad after DxO PureRaw2
https://drive.google.com/file/d/136Y9NrPtnOOt4eGTiTfuwiToOx2RQakT/view?usp=sharing

Hi Mark,

I noticed that someone with Canon R5 is having same problem BUT I have 5DMIII which has .CR2 files.

This is the configuration of my laptop:
Intel(R) Core™ i7-10510U CPU @ 1.80GHz 2.30 GHz //
NVIDIA GEFORCE MX330
INTEL UDH GRAPHICS
16.0 GB (15.8 GB usable) //
Windows 11 Pro

Here is the link to my idrive for the file:
BAD FILE
https://drive.google.com/file/d/136Y9NrPtnOOt4eGTiTfuwiToOx2RQakT/view?usp=sharing

GOOD EXAMPLE FILE
https://drive.google.com/file/d/1br8ln-fUkqe0qnL_XX-Ucxcc_f-yB6Pt/view?usp=share_link

Thanks Steve, I’ll take a look at them.

Thanks Mark,
I looked for a ‘log’ file but could not find anything. You would have thought, being I have done programming in the past, that DxO would have the software generate a log.txt file that is held for ‘X’ days to review a problem and could be sent/viewed. I know most companies have log files.

Anyway, I processed in the TRIAL version about 27 photos yesterday and not one of them errored out – the question is why as the same camera, same lens, the only thing different was the day!! LOL

I went and processed all the photos I wanted and then processed them in ON1 and DxO for most of the photos was better – just this erroring thing that has me from directly paying for it yet. The only thing the ON1 does that DxO doesn’t is process jpg files like to clean up cell phone photos.

The Log.text files are in your Documents folder. If you wish to open a support ticket at support.dxo.com they will probably ask you for them. I could not find any stark differences between the good and bad files. If it occurs again, you might try redownloading the program then uninstall the old version and install the new version. I’ve done this before successfully with glitchy software.

Glad you got the error-free files done and yes the output from PR2 is very good but only works for RAW files. DeepPRIME NR occurs as part of the demosaicing process(In fact DeepPRIME is more than just NR, it is also a demosaicing algorithm in itself). This is the reason why DP looks so much better than the waxy NRs applied by the other programs. Of course this will not work on RGB images as they have already been demosaiced. Keep ON1 or Topaz around for those.

BTW your shot of the mountain is awesome!

Here is the link to show what the image looks like when you do before/after swipe with the software…

https://drive.google.com/file/d/10sfr-lm4QwThxN9UYUmIrldOEjQEdhH2/view?usp=sharing**

Hi Mark,

Thank you for the look at the two and seeing if there is something else.

Steve

Hi Mark,

I used the same folder as yesterday that had NO PROBLEMS and today, out of 20, there were 4 that I have to RE-DO because they errored.

DxO just does NOT respond to their SUPPORT tickets at all. Any idea WHY?

I’m not sure. Did you try the redownload, uninstall, reinstall tip that I suggested?