DxO RAW v.6.5 update issues - it fails to load, and no way to downgrade

DxO PureRAW
1

I tried to enter a support ticket stating the below and, while the “Submit” button was live, it did not work. It would not accept the ticket. No comment on that. :enraged_face: So just on the off-chance that Support is monitoring this forum, I am putting what was intended to be in the Support ticket. DXO cannot say I am not following the process.

I just did what I though was a good thing by updating my PR 6 software from v.6.3 (or maybe it was v.6.4) to v.6.5 and now it does not want to load.

I have installed it twice and “Repaired” it once, rebooting afterwards in all cases - warm boot then cold boot.

On the 2 installs, the splash screen comes up then disappears and nothing else is presented. I checked both the task bar and Task Manager to see if it was running in the background, but nothing was running.

I then tried to install on top of an existing v.6.5 installation to see if I can force a “Repair” and I was able to allegedly do that. After completing that, I tried to start the software and something different happened.

After showing the splash screen it briefly presented a small popup window saying “building the GPU cache”, or something like that. I could not get it to reappear to read it properly. After a brief moment that popup window disappeared, just like the splash screen. I checked Task Manager and there is nothing to do with DXO running. I have left the computer running as I write this just in case the building of the GPU cache is happening secretly in the background and just in case it takes some time. Just clicked on the desktop icon again and again the splash screen and then small popup appears, but the small popup stays for an even shorter instant before … nothing.

Customer Support - PLEASE ASSIST with resolving this issue ASAP. Not only can I NOT use DxO Raw 6, but I cannot uninstall and then reinstall v.6.3 or v.6.4 since earlier versions are removed once a new version is released.

DxO may want to rethink that strategy. This is not the first time that I have had issues after an upgrade, where I was having no issues before.

My computer details:

Windows 11 Pro
Processor Intel(R) Core™ Ultra 9 185H (2.50 GHz)
Installed RAM 32.0 GB (31.5 GB usable)
Graphics card Intel(R) Arc™ Graphics (128 MB)
Storage 526 GB of 2.05 TB used
System type 64-bit operating system, x64-based processor

3 Likes
2

If you happen to have a backup of the app or its installer(s), it should be possible to install an older version again. Depending on how you start, some additional steps might be necessary.

Other than that, I recommend to open a ticket at support.dxo.com.

We’re in a user forum and DxO does mostly NOT interact here,

3

Just to update this issue.

I did a Windows System Restore to 2 days ago thinking I will go around this issue. After some time it rebooted and I had a link to v.6.4.1 back on the desktop. BUT the drama continues ….

Clicked on the icon … same problem as with the v.6.5 above - splash screen and then nothing. NOTE:

That v.6.4.1 worked up to this morning when it fired up and put up a message that v.6.5 was available and it I wanted to update. So it was not a case of some other software being updated by a Windows Update that caused a conflict with v.6.5 and also v.6.4.1 which was on the computer as it sat 2 days ago.

What a f***ery! :enraged_face:

4

This would be my advice going forward - NEVER delete older versions.

THAT SAID, see my last post above … who is to say that if you uninstall the v.6.5 and revert to one of the older versions you astutely saved (but should not have to) the new drama from v.6.5 will not go back and screw up your heretofore functional earlier version.

5

You can always try to completely uninstall PureRAW and install it again later. If PR is not running now (or after a restart), what can you lose trying? And yes, download the installer from your shop account and use the new download.

I can’t really vouch for anything DxO on Win though.

6

Same problem here. Just a flash of the splash screen and nothing. This is not the first time this has happened after an update, and the fix last time was to update my graphics drivers. I did that but to no avail. I have uninstalled, completely reinstalled, and also done the “repair” install several times at this point, but it seems I’m wasting my time. I submitted a support request, and got a reply that it was sent to the next level up, but no actual solution yet. So, waiting with fingers crossed. Happy to see others here with the same issue as it means I am not alone.

7

I’m also glad I’m not the only one, I’ve opened a support ticket as well.

8

Same Issue here, hoping is not something related to graphic card minimum requirement

Graphic card:

• NVIDIA RTX™ 2000 with 6 GB of VRAM with latest drivers

• AMD Radeon RX6000 series with 8 GB of VRAM with latest drivers

• Intel ARC with 8 GB of VRAM with latest drivers

Or NPU: • Intel® AI Boost for Core™ Ultra

9

One thing is clear. Before installing any update to DxO software do these things:

  1. Make sure you have the previous working version download saved.
  2. Create a restore point before doing any installation.
  3. Check this forum to see if there are any issues with the new version.

Don’t know about y’all but I do not have time to waste stupidly. I was fine until this morning when I did none of those above steps and went ahead with my upgrade.

10

As I mentioned, I attempted to open a ticket. Filled in all the fields and clicked the live “Submit” button and nothing happened. Just to double check I just tried it again, several hour later and still it does not work.

11

It still does not work after a clean uninstall (i.e. deleting all the DxO folders as they suggested on their support site).

I even check the Registry and aside from one DLL (d3dxo.dll) all the entries point to directories, which if deleted, would not make a difference. I did not delete the registry entry for that DLL before I reinstalled v.6.5, leading once again to failure.

12

Sadly I’m having the same issue. I’ve used REVO uninstaller to completely wipe out any trace of the prior install and even that failed to work - I’ve done this multiple time. I’ve also reached out to support all day and have not heard back. At this point it doesn’t fell like anyone is working on a solution at DxO. Very disappointed.

13

Same here. It does not load and crashes after upgrading to 6.5. I was using older version the whole day just before I updated to 6.5. Now, i cannot open PureRaw anymore.

14

I am having the same issue on both my win11 machines. I kept a copy of my 6.3.1 directory before I updated my second machine. If I replace/swap the pureraw6 directories then I can get my old version 6.3.1 to fire up and work however swapping back again to the 6.5 directory renders it back to not getting past the splashscreen. I have also upgraded my Nvidia drivers to the latest 610.88 and tried running as administrator but this made no difference.

15

Same Problem here with Win 11 and PureRAW 6.5. The Program do not start. :frowning:

16

Same issue here. Very annoying!!!

17

I’ve had issues (rarely) on my Mac and then, I created an additional user account for the Mac and installed apps again. This usually helped to find differences in components installed in both users or with access rights.

Whether that works on Win, I cannot say though.

18

And apparently DxO PhotoLab 9.6 has the same issues … can’t get off the ground. :unamused_face:

19

Does anyone with Mac OS have the same problem?

20

But v9.6 is not the current version of PL. I had no problems with v9.6 and still don’t have problems with v9.11, which is the current version of PL.