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Post by Bailey on Sept 2, 2018 4:45:42 GMT
Hi Sepiana, ... I am a firm believer in going directly to the source. After all, the ON1 team created this product; they are better qualified to tackle any problems that may arise. ... yep, me too  Is this a subtle way to say you are too busy or tired of answering "how to..." queries from members here regarding Adobe products? If everyone took your comment literally, we may as well shut this web site down (....just kiddin' ) and all go to the Adobe support forums when we need help/support because they too provide excellent support and are better qualified to tackle any problems, at least in my experience. |
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Post by Sepiana on Sept 2, 2018 4:55:20 GMT
I will wait for them to answer my support inquiry. Judy, I have just posted a ON1 announcement you may be interested in checking out.
The All-New ON1 Support Forums
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Post by Bailey on Sept 3, 2018 6:25:10 GMT
Hi again blackmutt, I hope by now you have received a reply from ON1's support team (which according to sepiana's opinion is 5 star). If the info on the web page is correct (I haven't crossed checked it with anything), it says that your card has shared memory only and up to 1.7GB. This is below the minimum requirements for ON1 (256MB of dedicated video RAM). Unfortunately, in my experience, a lower dedicated video RAM requirement usually trumps a higher shared RAM availability on the integrated GPU (graphics processing unit) when it comes to whether applications work/run satisfactorily or not. |
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Post by Bailey on Sept 3, 2018 6:32:59 GMT
Following on from my previous post, I had a quick look at some other web pages from my Google search and found the info below which tends to support what I posted earlier - you have an integrated and not a dedicated graphics card with only shared memory.
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Post by blackmutt on Sept 3, 2018 12:59:05 GMT
It's labor day here in the states, so I don't expect an answer before Tuesday. I am sure my "ancient" laptop will not support the program. It works fine for my other apps and since I have just sprung for a new camera, a new laptop is out of the question. I thank you for your research!!
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Fauxtoto
Established Forum Member
Quebec, Canada
Posts: 441
Open to constructive criticism of photos: Yes
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Post by Fauxtoto on Sept 3, 2018 13:52:37 GMT
Hi Blackmutt, I have no clue of what is wrong, so I will not speculate. You are doing the right thing in submitting the problem to on1. Your computer is still quite capable. Your processor was launched “Q2’13”, among the most powerful of its class at the time. The Intel HD Graphics 4600 is in the processor itself. It is not a separate graphic card. For sure, it will not satisfy gamers. However, if you never woke up in the morning missing a separate graphic card, probably you do not need one. You can find the minimum requirements for on1 in the pdf manual available from their site. Here are the manufacturer specifications for the Intel Core i7-4700MQ Processor. It contains information on the integrated Intel HD Graphics 4600. Here is the manufacturer's support page for the Intel HD Graphics 4600. I know it does not help. If you are like me, you will not really mind about all this technical gibberish. Nevertheless, thanks to me, you will be able to throw plenty of figures and specs while attending your next social happenings. |
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Post by Bailey on Sept 3, 2018 23:21:33 GMT
Hi fauxtoto,
Your link "Intel Core i7-4700MQ Processor" is for her CPU processor and not her GPU processor/card.
The info in your second link confirms the specs and information I posted earlier and the specs of her actual GPU as shown in her screenshot after running dxdiag which shows her card does not meet the minimum requirements for ON1.
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Post by Bailey on Sept 3, 2018 23:36:31 GMT
It's labor day here in the states, so I don't expect an answer before Tuesday. I am sure my "ancient" laptop will not support the program. It works fine for my other apps and since I have just sprung for a new camera, a new laptop is out of the question. I thank you for your research!!
No problem blackmutt
You might be lucky and they might be able to suggest a workaround, but I wouldn't hold out too much hope judging by the symptoms in your OP.
Good luck
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Post by Bailey on Sept 4, 2018 12:33:50 GMT
I have had a read through Fauxtoto's link to the CPU specs and yes they also contain data about the integrated GPU. Thank you for confirming what I posted earlier in that blackmutt's GPU unfortunately does not meet the minimum requirements for ON1 even though its openGL support is above the minimum - openGL support according to Fauxtoto's link = 4.3. As I posted earlier, blackmutt's GPU does not have any dedicated video RAM. It shares memory with the CPU's RAM. On1 require at least 256MB of dedicated RAM with 1GB recommended. As I posted earlier, unfortunately, in my experience, a lower dedicated video RAM requirement usually trumps a higher shared RAM availability on the integrated GPU (graphics processing unit) when it comes to whether applications work/run satisfactorily or not. Also, especially for newbies following this thread, just because a GPU meets openGL support requirements, it doesn't mean the GPU will necessarily be suitable for an application as suggested by Sepiana earlier. |
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Post by blackmutt on Sept 5, 2018 1:11:11 GMT
I heard from tech support and they have asked for the log, which I sent to them. We shall see. In the meantime I will be able to hold my own at the next social event thanks to Fauxtoto! |
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Post by Bailey on Sept 5, 2018 1:16:32 GMT
Hi blackmutt,
hopefully they will be able to suggest a solution/work-around that doesn't involve upgrading your GPU.
Good luck
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Post by blackmutt on Sept 5, 2018 1:21:14 GMT
Upgrading my GPU is not an option on so many levels.
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Post by Andy on Sept 7, 2018 1:43:52 GMT
I just tested On1 Photo Raw 2018 on my laptop (turns out I still had 2017 on it). It has the built-in Intel HD Graphics 4400 adapter and is only an i5 CPU with 8Gb of RAM. I can confirm that Photo Raw 2018 runs fine. So you must have something else going on.
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Post by blackmutt on Sept 7, 2018 15:50:28 GMT
I have had two emails from support - one told me my graphics card is more than capable and they wanted the on1 log. I sent it to them twice and they wanted a photo that I had tried working on (that was easy, it's any photo!) and now I wait. Almost a week and they still have not sorted it out. A little frustrated with them at this point. I have sent them about a dozen emails - trying to nudge them. As the days of my free trial tick away. I am going to also suggest they extend my free trial by the amount of days I have lost.
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Post by Major Major on Sept 7, 2018 17:12:29 GMT
Blackmutt-
Keep on them. The squeaky wheel gets the oil, and all that. Also, a number of folks have experienced problems with the latest updates, so tech support is busier than usual.
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