Photlemur 3 won't start in Windows 10

Comments

19 comments

  • Valerie Moore

    Hi Gerald,

    Please follow the steps to completely re-install the app:

    1) Uninstall the app and clear your registry. You can do that in CCleaner, it’s free: https://www.piriform.com/ccleaner  

    2) Delete the Photolemur folder in the Program Files.

    3) Restart your PC.

    4) Install Photolemur again by following the link:

    https://s3-us-west-1.amazonaws.com/photolemurapp/win/Photolemur3/Photolemur3_Setup.msi  

    Let us know how it goes!

  • Markus

    I have exactly the same problem. Whereby Photolemur started clean the first time and worked great. At the next start the program loads, you see the waiting cursor for some seconds, then the task is terminated.

    I uninstalled, cleaned all issues with the current CCleaner, then reinstalled the .exe - same problem.

    The .msi from the above link no longer exists.

  • Markus

    Found the.msi in this thread:
    https://community.photolemur.com/hc/en-us/community/posts/360040157651-updates-every-time-it-starts

    Uninstalled, cleaned, restarted, cleaned again, folder was deleted already, installed .msi - same problem. It won't start anymore.

     

     

    Win 10 64, GTX970, 32GB RAM, Kaspersky Total Security (turned off)...

     

     

  • Valerie Moore

    Hi Markus!

    Please make sure your PC meets our tech requirements: https://photolemur.com/tech_requirements

    Also, here is the msi link: https://s3-us-west-1.amazonaws.com/photolemurapp/win/Photolemur3/Photolemur3_Setup.msi  

    Let me know how it goes!

  • Valerie Moore

    Hi Markus!

    Please make sure your PC meets our tech requirements: https://photolemur.com/tech_requirements

    Also, here is the msi link: https://s3-us-west-1.amazonaws.com/photolemurapp/win/Photolemur3/Photolemur3_Setup.msi  

    Let me know how it goes!

  • Darryl Tilden

    same problem.i installed for the 1st time & it worked great....few days later, it won't open...have dealt with your customer support for 3 days now & still it won't open.........I have uninstalled many times, reinstalled many time, still nothing.....

  • Gerald M DeWulf

    Hi, folks.

    I followed Photolemur's tech support and uninstalled and re-installed the program per their instructions.  I worked twice.  Now it won't work at all.  I'm thinking I should get my purchase price back as this program is, for me, buggy.

    Some further info:  I thought my VPN (originally TorGuard at my first posting and now WindScribe) was the culprit and disabled it, exited it and even uninstalled the software and rebooted.

    Still no luck.  It looks like I'll need to uninstall and reinstall Photolemur 3 each time I want to use it ... and that's a non-starter.  In my view, there's something wrong with Photolemur 3 as ALL my other programs work. (I have 152 non-Microsoft programs.)

    So, Photolemur 3 folks, what more info. do you need from me?

  • Valerie Moore

    Hi Gerald!

    I am sorry to hear that! Could you please send us the information mentioned below to resolve the issue?

    1. A screenshot of your system information.

     Click here to check where you can find it.

    2. A screenshot of Visual C Redistributables installed on your computer.

    To check that, please click on ‘Start’ menu > Settings > Apps. Under ‘Apps & features’ please search for 'Visual C' and make a screenshot of all the results it'll find.

    To take the screenshot and save it as a file, press the “Windows logo key + PrtScn.” On some laptops and other devices, you may need to press the “Windows logo key + Ctrl + PrtScn” or “Windows logo key + Fn + PrtScn” keys instead.  The screenshot will appear as a file in a folder entitled “Screenshots”, inside your default “Pictures” folder. 

    3. Your .Net Framework version.

    To check that, please press Win+R buttons, and type regedit in the Run window.

    Then go to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\.NETFramework\v4.0.30319\SKUs and check what version you have there.

    4. The file 'crash_log.txt'. You can find it by following the file path below:

    C:\Users\User name\AppData\Roaming\Photolemur

    5. The Event logs. You can watch a video on how to save them: https://youtu.be/l5JD7h6nEHI 

    Please, upload the screenshots here: https://wetransfer.com/ and send us the link.

    Thank you in advance! 

  • Gerald M DeWulf
    Hi, Valerie.
     
    I've got all except the event logs.  I need more precise instructions for these, please.
     
    Thank you.
     
    Gerald.
  • Valerie Moore

    Hi Gerald!

    Could you please specify have you seen this video instruction https://youtu.be/l5JD7h6nEHI?

    Sorry for the temporary inconveniences! 

     

  • Gerald M DeWulf

    Yes, I have, which is why I sent my question asking for specifics because:

    1. the video is so very small and of low enough resolution that it is difficult to follow (even why I make it larger),
    2. the video has no sound,
    3. once I make it to "Application" it is not clear what event to select.

    So, once again I ask for detailed instructions.  Thank you.

  • Gerald M DeWulf

    I figured it out with help from a friend.

    How do I send you an MS Word document?

  • Valerie Moore

    Hey! Cool news!

    You can send it to sofiia.shovkun@skylum.com

    Thank you in advance! 

  • Joe Holley

    same problem.i installed for the 1st time & it worked great....few days later, it won't open..Photolemur 3 just won't start. All I get is an hour glass for about 3 seconds and then nothing.
    And nothing appears in Task Manager.
    I've uninstalled and reinstalled repeatedly. With and without Virus and Malware programs.  I've cleaned it using CCleaner, I've deleted the folder in program files.  I've done everything listed here and nothing.

    I've contacted customer service 3 times and have not received a response back so I've pretty much given up.  What puzzles me is it works on my laptop.

    Any help would be greatly appreciated or just my money back.

    Thanks

    Joe

  • Valerie Moore

    Hi Joe!

    Sorry for the delayed reply!

    Could you please specify did you install any software before Photolemur crash?

    Have you re-installed using CC-cleaner?

    Looking forward to hearing from you!

  • Joe Holley

    Only software was updates to PS and LR CC Classic.  It was updated on both my laptop and desktop.

    Yes I used the newest version of CC-cleaner and deleted folder after cleaning in program files.

    Thanks

  • Gerald M DeWulf

    This is news to me ... what does CCCleaner have to do with Photolemur’s inability to run?

  • Valerie Moore

    Gerald, 

    CCcleaner helps to clean your registry to re-install Photolemur.

  • Valerie Moore

    Joe, could you please send your event logs to sofiia.shovkun@skylum.com?

    Thank you in advance!

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