|
|
Post by blackmutt on Sept 8, 2018 0:57:35 GMT
I heard from them again and this tech says it's very possible that my graphics card is not capable. They are researching. waiting.....
|
|
|
|
Post by Bailey on Sept 8, 2018 2:21:15 GMT
I heard from them again and this tech says it's very possible that my graphics card is not capable. They are researching. waiting.....
Maybe email them a link to this thread?  |
|
Fauxtoto
Established Forum Member
Quebec, Canada
Posts: 440
Open to constructive criticism of photos: Yes
|
Post by Fauxtoto on Sept 8, 2018 11:12:41 GMT
I have had a read through Fauxtoto's link to the CPU specs and yes they also contain data about the integrated GPU. Hi Bailey, I revisited the two links I gave. Indeed, the specifications I had in mind are all found in the document opened by the first of these links, under the title “Processor Graphics”. As a consequence, I edited my post to present the second link as a support page, instead of presenting it as a page containing specifications. Sorry for the confusion. |
|
|
|
Post by Bailey on Sept 9, 2018 1:18:51 GMT
Hi Bailey, I revisited the two links I gave. Indeed, the specifications I had in mind are all found in the document opened by the first of these links, under the title “Processor Graphics”. As a consequence, I edited my post to present the second link as a support page, instead of presenting it as a page containing specifications. Sorry for the confusion. No problem Fauxtoto But one thing I have found that is confusing is that the minimum requirements ON1 quotes for a video card varies depending on what you read. In the link I posted in my first post, they say the min. requirement for a video card is 256MB of video RAM plus other specs. In ON1's online User Manual it says the min. requirement is 512MB of video RAM plus other specs. In any case, it's very clear to me from blackmutt's and your posted specs of her video card that it does not meet the min. requirements because it has no dedicated video RAM. It tries to access the computer's system RAM and so is at the computer's mercy regarding how much memory it will allow the video card to access at any particular time. Hopefully the ON1 people might be able to suggest a workaround for blackmutt, but they don't instill a lot of confidence in me when I see they have different specs posted online for the same thing and one tech support guy telling blackmutt her card is more than capable and another saying it's very possible her card is not compatible. (the second guy has got it right) To me, it looks like the left hand dosen't know what the right hand is doing over there at ON1  |
|
|
|
Post by Peterj on Sept 9, 2018 3:32:07 GMT
Bailey I certainly agree that there's confusion wrt On1 on line. There are many so called "experts" that have different opinions. You absolutely post the correct advice
|
|
|
|
Post by Bailey on Sept 9, 2018 5:45:56 GMT
Bailey I certainly agree that there's confusion wrt On1 on line. There are many so called "experts" that have different opinions. You absolutely post the correct advice
Hi Peter,
I have no way of verifying with certainty which is the correct specification and it really doesn't matter because I am very unlikely to ever be an ON1 customer given the inconsistent information on their web site and the, imo, poor service blackmutt has received from them so far in trying to resolve her issue.
For me there are 3 possibilities now:
1. 256MB is incorrect.
2. 512 MB is incorrect.
3. Both 256MB and 512MB are incorrect.
If ON1 get their act together and publish consistent information, then I might consider the information on their web site as being credible.
|
|
|
|
Post by Andy on Sept 10, 2018 1:51:08 GMT
Let's not get too sidetracked by what On1 is advertising as system requirements. I can point to plenty of vendors that have inconsistent or inaccurate information on their sites. Unfortunately, the minimum requirements are often an excuse to simply not provide help because you don't meet the requirement.
Please note my prior post that I am able to run On1 on my similarly powered laptop. So I would say there is something else going on that is preventing On1 from running. This video card issue might be a bit of a red herring. Let's set this aside and get back to the beginning. So:
1) Did you follow the troubleshooting steps in the link that Sepiana posted? That would be a good first shot. Post back and we will take it from there.
|
|
|
|
Post by Bailey on Sept 10, 2018 3:18:33 GMT
It has the built-in Intel HD Graphics 4400 adapter and is only an i5 CPU with 8Gb of RAM. Hi Andy, You are running a different GPU than blackmutt (blackmutt's is an Intel(R)HD Graphics 4600). Even if yours is an older model (I don't know if it is or isn't) it's not safe to assume that just because it works on your computer, then other models of the same GPU must work on all other computers. Different models will most likely have a different internal architecture. Manufacturers specify minimum requirements meaning that below those requirements the application might or might not work properly and vendors are under no obligation to provide support below the min. requirements otherwise they will most likely get bogged down in support requests. It's clear blackmutt's GPU is below min. requirements. Hopefully ON1 support (as Sepiana suggested going to) will provide a solution to work around her below spec's. hardware |
|
|
|
Post by blackmutt on Sept 26, 2018 1:46:14 GMT
I have it working!!! Downloaded the HP update to my graphics card a second time (must not have done it correctly the first time) I have 5 days of free trial left.
|
|
|
|
Post by Peterj on Sept 26, 2018 1:55:29 GMT
I have it working!!! Downloaded the HP update to my graphics card a second time (must not have done it correctly the first time) I have 5 days of free trial left. I've been impressed with On1's flexibility ... if you require more time to fully evaluate suggest writing them with the overview of your trials and ask for more time. |
|
|
|
Post by blackmutt on Sept 26, 2018 1:59:27 GMT
I did ask, but was told that the 30 day free version cannot be reset. They did suggest I could buy and have 30 days to try and get a full refund if I don't want it. I will try to cram in some time in the next 5 days. Who knows what I did wrong last time, but I downloaded the graphics upgrade from the HP website, restarted my computer and it is working fine!
Either way, we were all wrong - my graphics card is obviously capable. |
|
|
|
Post by Peterj on Sept 26, 2018 2:19:47 GMT
I did ask, but was told that the 30 day free version cannot be reset. They did suggest I could buy and have 30 days to try and get a full refund if I don't want it. I will try to cram in some time in the next 5 days. Who knows what I did wrong last time, but I downloaded the graphics upgrade from the HP website, restarted my computer and it is working fine!
Either way, we were all wrong - my graphics card is obviously capable. Super news! Purchase it and get a full refund if you don't like it ... and I suggest that you carefully evaluate the offer because PR 2019 will be released in November. If you really do like it maybe ask if you can get a free upgrade to 2019.
BTW - my habit id to check / upgrade my graphics drivers from the manufacturer every day, the one time I needed a telephone consult to fix a problem support took control of my machine and checked for upgrade ... boy was I red in the face when support upgraded the graphics driver (I had just checked 1 hour earlier) and the problem was RESOLVED. One never knows, perhaps the graphic company sneaks updates.
|
|
