ON1 Raw 2024.5 software crashing with Intel A770 GPU

[dsldsl]

Just purchased ON1 RAW 2024.5 version and the 'AI portrait > Eyes' tool is crashing the software every time and 'NoNoise AI' and 'Tack Sharp AI' is crashing the software after a while. I am on the latest 14/6/2024 Intel driver.

On1 support has updated their system requirement 4 days ago on their support site and now Intel GPU are not supported.

Windows - DirectX 12, DirectML, Vulkan 1.1, and OpenGL 4.2 compatible dedicated video card with 4GB VRAM, 1920x1080 resolution (at 100% scale factor) - Intel GPUs (integrated or discrete) are NOT supported.

https://on1help.zendesk.com/hc/en-us/articles/20933554549645-ON1-Photo-RAW-2024-System-Requirements

It is obviously different from what they claim on their website which I will follow up with them.

https://www.on1.com/products/photo-raw/specs/

Is Intel aware of the issue with ON1 Raw 2024.5? 

[dsldsl]

An update on the matter as I have received a reply for On1. Can anyone from Intel confirm that you are already aware of the issue and working with On1 on a new driver?

Reply from ON1:

Hello,

Unfortunately, the Intel ARC GPU in your system is not compatible with Photo RAW 2024.5.  
 
This is due to an inability of this Intel hardware to run the AI-dependent features in Photo RAW - such as Super Select AI.  
 
We're working with Intel on a resolution but are dependent on them to fix their drivers at this point.  For now, we've dropped support for Intel GPUs, such as the Xe and ARC hardware. 

You may be able to install a previous version which may work better for you.

[VonM_Intel]

Hi, dsldsl.

Thank you for posting in our Community.

Thank you for sharing the update from ON1 regarding the compatibility issue with Intel ARC GPUs in ON1 Photo RAW 2024.5. It appears that ON1 has acknowledged the problem, attributing it to Intel's current driver capabilities, which prevent certain AI-dependent features from functioning properly and it seems there's a discrepancy in ON1's system requirements and your experience with their software. 

Additionally, I'd like to delve deeper and verify specifics like the graphics models, precise driver versions, and any system errors. Utilizing the Intel SSU tool will enable us to collect detailed information about your system setup, which could aid in identifying the underlying cause of this issue.

Looking forward to your response. Have a nice day!

Best regards,

Von M.

Intel Customer Support Technician

[dsldsl]

Hi there, 

The driver version is: 31.0.101.5590.

From my Windows event logs I got the followings:

Faulting application name: ON1 Photo RAW 2024.exe, version: 18.5.0.15562, time stamp: 0x666cb492
Faulting module name: ntdll.dll, version: 10.0.22621.3733, time stamp: 0x67ca8829
Exception code: 0xc0000374
Fault offset: 0x000000000010c8f9
Faulting process ID: 0x0x28C4
Faulting application start time: 0x0x1DAC59D3481DB7D
Faulting application path: C:\Program Files\ON1\ON1 Photo RAW 2024\ON1 Photo RAW 2024.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report ID: 60bd1256-addd-470f-b5a9-e2290dffbb17
Faulting package full name:
Faulting package-relative application ID:

-----

The Open procedure for service ".NETFramework" in DLL "C:\WINDOWS\system32\mscoree.dll" failed with error code Access is denied.. Performance data for this service will not be available.

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The Open procedure for service "ESENT" in DLL "C:\WINDOWS\system32\esentprf.dll" failed with error code Access is denied.. Performance data for this service will not be available.

-----

The Open procedure for service "WmiApRpl" in DLL "C:\WINDOWS\system32\wbem\wmiaprpl.dll" failed with error code The device is not ready.. Performance data for this service will not be available.

-----

[dsldsl]

Hi there,

I did submit a reply a few days ago and added some attachments but the reply never shown up for some unknown reason. 2nd attempt hopefully it will work this time. With regards to the output file from the Intel SSU Tool, do I attached it here also?

Acer BiFrost Arc A770 with Intel 31.0.101.5590

Attached errors from my event viewer.

Regards,

dsldsl

[VonM_Intel]

Hi, dsldsl.

Thank you for your message and for making another attempt to resend your previous reply. Concerning the output file from the Intel SSU Tool, I appreciate your effort as this will assist us in further investigating the issues with your Arc A770 and the Intel driver version 31.0.101.5590. Upon reviewing it, I've noted that your graphics driver version is outdated. As a first step, I recommend updating the graphics driver to the latest version, which is 31.0.101.5593, and checking if the issues persist.

I'll be reviewing the attached errors from your event viewer to gain more insights into the situation. Once I have reviewed the information, I'll provide you with further guidance or troubleshooting steps.

Best regards,

Von M.

Intel Customer Support Technician

[dsldsl]

Hi there,

I have updated my Intel Arc driver to  31.0.101.5593 and it made no difference. On1 Raw 2024 still crash when using AI tools.

Regards,

dsldsl

[VonM_Intel]

Hello, dsldsl.

Thank you for the update. Have you tried reinstalling On1 Raw 2024 after updating the driver? It might help to ensure a clean installation of the application. Conduct a clean installation of the graphics driver using Display Driver Uninstaller (DDU).

 Additionally, I'd like to clarify whether there is any error message shown on the screen when the application crashes.

Looking forward to your response. Have a nice day!

Best regards,

Von M.

Intel Customer Support Technician

[dsldsl]

Hi there,

I have done that precisely as ON1 suggested I rollback to their 2024.3 version.

I always do a clean install of Intel drivers.

The new 31.0.101.5593 driver was installed and ON1 was then updated to 2024.5.

Same issue. There were no errors and ON1 will just close itself when ever I start using their eyes AI tools.

FYI I have noticed 31.0.101.5594 is now out and I have just tested it with the same issue.

I guess there is no point testing new driver version unless you have release a specific version with the fix. If On1 said they have raised it with Intel, I assume you must have someone working on the matter already right? 

Regards,

dsldsl

[VonM_Intel]

Hello, dsldsl.

Thank you for the detailed update on your troubleshooting steps with ON1. 

Regarding your question about Intel's involvement, rest assured that our team is actively investigating this matter. If ON1 has raised the issue with Intel, our specialists are likely already working on it to find a resolution.

In the meantime, if you have any additional details or observations, please feel free to share them. I see your detailed update, and I'll get back to you as soon as possible.

Best regards,

Von M.

Intel Customer Support Technician

[VonM_Intel]

Hello, dsldsl.

We are currently in the process of replicating the issue you've reported to better understand and resolve it. To assist us in this endeavor, may we kindly request that you provide a screen recording of the actions you're taking and the steps how to reproduce the issue? This will enable us to accurately follow your steps or understand the specific method to reproduce the issue.

Additionally, if you could share a sample image of the picture you are attempting to edit, it would greatly aid our investigation.

Best regards,

Von M.

Intel Customer Support Technician

[VonM_Intel]

Hello, dsldsl.

Have you had a chance to review our previous response about the screen recording of the actions you're taking and the steps how to reproduce the issue? This will enable us to accurately follow your steps or understand the specific method to reproduce the issue

Please inform us if you require any further assistance. We're here to help.

Best regards,

Von M.

Intel Customer Support Technician

[Hippi62]

Hallo,
ich hatte genau das gleiche Problem mit One1 Photo RAW 2024.5 und einer Intel Arc 380 Grafikkarte.
Nach längerem Probieren habe ich eine Lösung gefunden.
Der einzige Treiber der bei funktioniert, ist der Treiber gfx_win_101.4669.
Alle anderen aktuelleren Treiber funktionieren nicht, dann gibt es die angesprochenen Abstürze.
Ich hoffe, ich konnte mit der Info dem Intel Entwickler Team etwas weiterhelfen.

Mit freundlichen Grüßen
U. Hippe

[VonM_Intel]

Hello, dsldsl.

I trust you're doing well.

I have not heard back from you, we will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Hello, Hippi62. I empathize with your situation and the issue you are facing. However, I kindly request that you create a new thread for your case. This will allow us to focus on your specific problem and provide you with better assistance.

Best regards,

Von M.

Intel Customer Support Technician

[pagrest]

I have the same problem.

My system is a Quad-Core Intel Core i7, with an Intel Iris Pro GPU.

The solution ON1 gave me is 

“You'll need to use an older version of Photo RAW 2024 as your system is using very out of date hardware and does not meet the minimum requirement of 4GB VRAM.
Older versions of Photo RAW 2024 had less restrictive hardware requirements which means hardware that falls outside of our minimum requirements still worked.
Here's 2024.3 which should work on your system still:
(they gave a a link)

Thanks for contacting ON1 Support!”

[pagrest]

The version they offered first is 18.3, however the 18.5.0 will work too, and it has a few improvements on 18.3.

I asked for the 18.5.0, and the support team gave me a dropbox link.

This closed the ticket for me.