PL10 Trial License does not work and support unreasonable

DxO PhotoLab
1

I downloaded PL10, and as I was trying it, the Trial License stopped working. I contacted support and Riley suggested the following:
”We have prepared a small diagnostics application that would greatly help us to identify the problem you are experiencing. Would it be possible for you to run the diagnostics application and send us back the results?

Please follow the steps below to run the diagnostics application:

  1. Download the diagnostic application from https://download-center.dxo.com/Support/Tools/DxODiagnostics-PL.app.zip.

  2. Open the downloaded DxODiagnostics application and confirm the security prompt by clicking “Open”.

  3. A window with the message “Please wait… This may take some time…” will appear as the information is collected.

  4. When finished, a message will appear stating, “A ZIP file has been created on the desktop. Please attach it in your answer to DxO support.” Click “Quit” to close the message.

  5. Additionally, a Finder window will open showing a file named “DxODiagnosticsData-DATE–TIME.zip”, with the DATE and TIME indicating when you ran the application.

  6. Send the file “DxODiagnosticsData-DATE–TIME.zip” as an attachment in a message to DxO support.”

    I responded that

    ”Sorry, I do not like to install unnecessary software on my computer.

    Why is it so hard to provide a trial license? I already have a valid PL9.”

    And Riley refused:
    ”While we fully respect your right to decline submitting the diagnostic, please understand that we cannot proceed with support or offer a resolution without it. There is no way we can tell why it stopped working without it, our apologies.”

    Too bad, I will have to pass on this version. Seems there are issues.

2

Based on what you have posted I do not believe that DxO support is being unreasonable. They were prepared to help you fix the issue and you declined their support. I understand why you declined it, but that was your choice and I respect that. However, having made that decision I think you are being unreasonable to expect them to work around the diagnostic limitation you created. Sometimes problems occur and the issue in this case may be on your end, not theirs, but without running a diagnostic you will never know.

In your last sentence you said “Too bad, I will have to pass on this version. Seems there are issues.“ What are you basing that on? So far, from the reactions to the latest release on this site and my own experience, PL 10 seems to be one of the most stable versions of PhotoLab that DxO has ever released.

Mark

3

No issue in my side. Deleted and downloaded. It works. No fancy diagnostics needed. As for the “most stable” ever, too early to pass judgment considering it is just out. Hope it is.