I have been using DXO for many years. Just got a new Panasonic camera that is not supported by my current version. So I downloaded the trial of Pureraw - what a mess!! Every time I zoom into the picture to see the detail of the corrections, it crashes!. A hard crash where you need to press the power button to recover. I then tried to report this but the support from tells me that my trial key they sent me is not valid!!! So I am posting this here as I am de-installing the trial.
Sorry to hear about your problems.
This is a user focused forum and we would not be able to help you - even if we would try - as you unfortunately have uninstalled the software and not posted any logs or other information.
But if your new camera is not supported in the latest PL, it will not be supported in PR either. Any support will be released at about the same time for all current supported software.
It sounds like someone at DxO support might be confused about your license key. If it’s a valid trial license key, it won’t work as a regular license key. When you opened the support request, you selected the trial product? Because that creates a rather different support ticket than a regular product support ticket. You have a different set of questions to answer.
As for your actual problem - having to press the power button to recover from a crash - that doesn’t sound like a problem with the DxO software, but with a driver or some physical component of your computer system. There are ways to troubleshoot that, but the process is laborious. Besides updating or backstepping various drivers, you would need to put your system components through stress testing and examine system and application log files. Also look for any file corruption.
Hi Greg, as a SW developer, any SW that crashed without proper error handling is poorly written. FYI, I subsequently installed DXO Photolab which did not crash at all. It worked fine until I enabled the DeepPrime engines. Then it gave me a processing error but did not crash. I selected CPU processing (disabling the GPU) which resolved the issue. So there is an issue with DXO using the GPU. I don’t have issues with other apps using the GPU on my PC.
Hi, thanks for you input. I was hoping that DXO support would pick this up. With the other SWs I use, the support is normally active on the user forums. But so far it does not seem to be the case with DXO.
The only way to talk to DxO is to submit a request via their support page.