Lost brush/Nik/CS6

[ian_s]

I also had no problems with the original ink owned nik and CS6

However since my old iMac died and I’ve upgraded e everything it been en one problem after another

I upgraded from Nik collection recently to get the updated version of SilverEfex Pro and that introduced problems where Lightroom struggles to recognise the processed tiff file. Their support ask the obvious questions and then go quiet saying we'll get back to you when we have an update, after a wait of a couple of weeks I emailed them asking what was going on and asking to go back to the previous version. Their reply was that each time I email them I lose my place in the queue waiting for the developers to look at it. I couldn't believe they would use an threat like that to stop you prompting them for an update.

 

[Digital Finger]

I upgraded from Nik collection recently to get the updated version of SilverEfex Pro and that introduced problems where Lightroom struggles to recognise the processed tiff file. Their support ask the obvious questions and then go quiet saying we'll get back to you when we have an update, after a wait of a couple of weeks I emailed them asking what was going on and asking to go back to the previous version. Their reply was that each time I email them I lose my place in the queue waiting for the developers to look at it. I couldn't believe they would use an threat like that to stop you prompting them for an update.

Not helpful is it. I have zero patience for such companies. There’s always an alternative

 

[Joanna Carter]

I upgraded from Nik collection recently to get the updated version of SilverEfex Pro and that introduced problems where Lightroom struggles to recognise the processed tiff file. Their support ask the obvious questions and then go quiet saying we'll get back to you when we have an update, after a wait of a couple of weeks I emailed them asking what was going on and asking to go back to the previous version. Their reply was that each time I email them I lose my place in the queue waiting for the developers to look at it. I couldn't believe they would use an threat like that to stop you prompting them for an update.

Have you tried asking a question in the DxO forum for Silver Efex Pro? There are many more users there than there are support staff and someone may have already found a solution.

 

[Joanna Carter]

There’s always an alternative

In this case, part of the problem is having to go back and forth between two different apps using TIFF files. Added to which, every time Adobe change something, the whole world ends up being "wrong" if they dare to use anything else.

Using PhotoLab and FilmPack is a single product workflow that gives me full capabilities, from reading my RAW files right through B&W conversion and editing. I know some folks don't seem to like anything but the holy Adobe but DxO have actually won awards several years running https://www.dxo.com/dxo-photolab/quotes/

I am not anti-Adobe, simply anti wasting my time using multiple editors when one can do it all.

 

[ian_s]

In this case, part of the problem is having to go back and forth between two different apps using TIFF files. Added to which, every time Adobe change something, the whole world ends up being "wrong" if they dare to use anything else.

Using PhotoLab and FilmPack is a single product workflow that gives me full capabilities, from reading my RAW files right through B&W conversion and editing. I know some folks don't seem to like anything but the holy Adobe but DxO have actually won awards several years running https://www.dxo.com/dxo-photolab/quotes/

I am not anti-Adobe, simply anti wasting my time using multiple editors when one can do it all.

DXO changed Silver Efex Pro and Viveza during the last update, both these apps have this problem. DXO didn't change the others apps and there wasn't and isn't a problem. There were no Adobe updates in this time period. DXO did something to the TIFF file format they are creating that has introduced this behaviour. If they claim compatibility with Lightroom it has to work.

Now I understand problems occur and they can't always be fixed quickly and there is always a focus on new features that keep the Euro's rolling in, but their arrogance and refusal to help me roll back to the previous version is what is causing a problem.

They are behaving like the huge multinational who doesn't care rather than the customer focused growing solution provider.

I paid for the Nik collection and then for the upgrade, so there is no subscription to cancel as the ultimate decision. Therefore no motivation for DXO to help or fix anything. At this rate they will be going bankrupt, again.

Suggesting that the solution is to move to more DXO centric solution with a different b&w conversion solution is hardly palatable. The forums of little help in this case and of course are littered with people complaining about similar problems and other products

 

[Joanna Carter]

but their arrogance and refusal to help me roll back to the previous version is what is causing a problem.

They are behaving like the huge multinational who doesn't care rather than the customer focused growing solution provider.

I think you'll find that their main problem is that they are not (yet) a huge multinational and, thus, do not have the same unlimited resources that Adobe can afford to finance.

I don't get paid to support DxO but, from my experience, they are far from arrogant, just a little over-stretched.

The forums of little help in this case and of course are littered with people complaining about similar problems and other products

Have you actually asked your own question, or are you only looking for other people's questions? Sometimes these matters can slip to the bottom of the stack and a new thread can help highlight the matter.

I will DM someone I know on the staff (through the beta tests) and see if I can find out what is going on.

However, I still insist that you are far less likely to encounter these problems in an "all-in-one" solution than having to bat backwards and forwards between different apps.

 

[ian_s]

The support request is n°297014 if that helps. I have posted the issue on the forum again as I couldnt find my previous post (I dont know why) it looks a bit different now. My reference to arrogance was their ignoring my request for help to revert to the previous version that worked and then saying that if I email asking for an update it pulls your support request from the queue, effectively resetting it. Why would they do that ?

 

[Joanna Carter]

I have posted the issue on the forum again as I couldnt find my previous post (I dont know why)

What name are you registered under? I searched for posts for ian_s but found nothing at all.

Can you post a link to the page of the forum you posted to?

 

[ian_s]

The forum wouldn't recognise my username from before - obviously different from that used for the main DXO website, the post is now with the moderator to check. Perhaps they are erasing me from the records for being grumpy !

 

[Joanna Carter]

The forum wouldn't recognise my username from before - obviously different from that used for the main DXO website, the post is now with the moderator to check. Perhaps they are erasing me from the records for being grumpy !

If you mean your user name from the DxO store, then no, that is not the one you need for the forums.

I am working on this together with someone from DxO, who is officially off for the weekend so would be grateful if you could answer all the following questions…

- Did you sign up to the forums?
- What name did you use?
- Did you receive a direct message welcoming you?
- Which forum do you think you posted a message to?
- Can you post a link here to the page you posted to?

Joanna

 

[ian_s]

If you mean your user name from the DxO store, then no, that is not the one you need for the forums.

I am working on this together with someone from DxO, who is officially off for the weekend so would be grateful if you could answer all the following questions…

- Did you sign up to the forums? Yes
- What name did you use? ian_s
- Did you receive a direct message welcoming you? yes I got a Greetings! message from discobot
- Which forum do you think you posted a message to? silver efex pro
- Can you post a link here to the page you posted to? https://feedback.dxo.com/c/nik-by-dxo/silver-efex-pro/30

Joanna

See above, thanks. When I posted the message it said it was waiting for the moderator

 

[Digital Finger]

In this case, part of the problem is having to go back and forth between two different apps using TIFF files. Added to which, every time Adobe change something, the whole world ends up being "wrong" if they dare to use anything else.

Using PhotoLab and FilmPack is a single product workflow that gives me full capabilities, from reading my RAW files right through B&W conversion and editing. I know some folks don't seem to like anything but the holy Adobe but DxO have actually won awards several years running https://www.dxo.com/dxo-photolab/quotes/

I am not anti-Adobe, simply anti wasting my time using multiple editors when one can do it all.

the issue is not the work flow as far as I'm concerned, its the attitude of the company.

 

[Joanna Carter]

See above, thanks. When I posted the message it said it was waiting for the moderator

Keep me informed if nothing happens by tomorrow lunchtime. And please confirm to me the user name you are using, so I can pass it on to my contact.

 

[Joanna Carter]

See above, thanks. When I posted the message it said it was waiting for the moderator

So, did you get a reply?

 

[ian_s]

The post was approved on Tuesday

Problems using Silver Efex Pro3 and Viveza with Lightroom

I am using the ‘edit in’ function and am opening a Fujifilm raw file (various camera’s GFX50R & X100V) from within Lightroom into Silver Efex Pro3. I choose a TIFF file format (see attached screen grab). The opening process is OK, I edit the file in Silver Efex Pro3 and then click Apply. Silver...

feedback.dxo.com

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