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Unable to save pictures with PhotoKey 3

Posted: Sat, 10th Jul 2010, 12:17am

Post 1 of 20

scaigs

Force: 800 | Joined: 4th Jul 2010 | Posts: 8

PhotoKey 4 User

Gold Member

Installed PhotoKey 3 last night and after a few exports (to JPGs) Photokey tells me that it cannot save anymore.

so I need to close the app and restart it again to be able to save a few more.

has anyone encountered this problem ?

PC: HP DV6753CA (Dual Core), 4GB RAM, Win 7 Ultimate 64 bits.

regards,

Luis
Posted: Sat, 10th Jul 2010, 2:28am

Post 2 of 20

Axeman

Force: 17995 | Joined: 20th Jan 2002 | Posts: 6124

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SuperUser

What exactly is the error message you get? Are you trying to batch export, and it stalls out after the first few pics, or are you exporting one image at a time?

I've never had anything like that, nor heard of anyone else having that issue, that I can recall.
Posted: Sat, 10th Jul 2010, 2:51pm

Post 3 of 20

scaigs

Force: 800 | Joined: 4th Jul 2010 | Posts: 8

PhotoKey 4 User

Gold Member

Good morning Axeman,

No I only have the regular version 3 and not the Pro version so I cannot do batch processing.

This is the current error: "The following image could not be saved." and then it displays the file name.

The error happens always before I hit the 10th export to JPG, so I close the app and restart it again.

I have tried changing where the files are save including the root of the disk and it stills gives me the same error. Tried using simple export file names like p248.jpg but still the error shows up.

Got 128 picts to process in PhotoKey and it doesn`t look good if I can`t save them, if it not useable then I will request for a full refund and go with Screen Wizard who has an awful interface.

I wish that I could append the screen shot of the error.

regards,

Luis
Posted: Sat, 10th Jul 2010, 5:05pm

Post 4 of 20

scaigs

Force: 800 | Joined: 4th Jul 2010 | Posts: 8

PhotoKey 4 User

Gold Member

Follow up: this is my workflow that I used to create my exports.

1. Select a foreground image
2. Select a background image
3. export to JPG

Then for every other picture:
1. Select foreground
2. Export to JPG

Then after a number of times (usually less than 10) I can`t save/export anymore.

Voilà,

Luis
Posted: Sat, 10th Jul 2010, 7:27pm

Post 5 of 20

Axeman

Force: 17995 | Joined: 20th Jan 2002 | Posts: 6124

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SuperUser

Ah, sorry, I didn't see that you had the standard PhotoKey 3 icon. My mistake.

Thanks for the additional info, I'll look into it. Before you go requesting a refund, have you submitted a support ticket to the company, to see if the official support team has any suggestions? Makes sense to see if the problem can be corrected before taking more extreme measures, doesn't it?

Its also worth noting that the process you are going through is a textbook example of batch processing, and is exactly what PhotoKey 3 Pro was designed for.
Posted: Sat, 10th Jul 2010, 11:40pm

Post 6 of 20

scaigs

Force: 800 | Joined: 4th Jul 2010 | Posts: 8

PhotoKey 4 User

Gold Member

Good evening Axeman,

I already submitted my support ticket, with FXHome support in the UK and not open on weekends I feel pretty squeezed in time. Got a time constraint to deliver my material by the end of next week and still got to make a multimedia presentation (using Animoto at www.animoto.com) and send out my DVDs by next friday.


I never considered the Pro version because I do not shoot enough portraits, actually this was my first contract for a Prom/portrait and the budget was low, so it was more like a one time deal. I specialize more in shows and sports (ice hockey, soccer).

Cordially from Montréal/Canada.
Posted: Sun, 11th Jul 2010, 7:22pm

Post 7 of 20

Axeman

Force: 17995 | Joined: 20th Jan 2002 | Posts: 6124

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SuperUser

Hi Luis,

Well, I have tried unsucessfully to replicate your crash. I just exported 20 different images in a row, and the software worked perfectly. Here's what I did, in case my process was different from yours:

1. Import background
2. Import foreground
3. Adjust scale of foreground (I had the Canvas set to "As Background", since the bg was the same every time, and adjusted the foreground to fit)
4. Export the image, using the Export Canvas button in the toolbar (The green arrow at the top left of the interface) There are multiple ways to export an image, which were you using? Its possible the issue is only associated with a certain export command, perhaps.
5. Change the foreground image
6. Repeat step 4.

As I mentioned, I did this 20 times without any problems at all. I was saving the images as 001, 002, 003 etc. so I could keep track of them.

It looks like you are not making any adjustments to the images individually, as far as repositioning or adjusting the key or anything; is this correct? How much space is left on the harddrive you are saving to? Hopefully the support team will have some ideas for you when they get back in the office, but I can't manage to come up with an error on export yet.
Posted: Mon, 12th Jul 2010, 2:27am

Post 8 of 20

scaigs

Force: 800 | Joined: 4th Jul 2010 | Posts: 8

PhotoKey 4 User

Gold Member

Good evening Axeman,

Well I tried your workflow and it works and either selecting it to canvas size as foreground or background.

Closed the app everytime and restarted it to make sure it was working perfectly.

Created two different folders with over 20 pics each without an error.

Then I tried the way I have been doing since I bought the software, so I created a third folder for the test. (restarted the software before)

1. Set canvas size to foreground
2. import foreground
3. import background
4. export via the button on the toolbox (and not the green right arrow).
5. After the 5th pict it couldn't save any longer

Local HDD (500GBs), 368GB for data and 136GB free or I have my SAN @ 1.87TB (5x 750GB) in RAID 6 so I have plenty of space available for photo and video processing.

So it seems that it just depends on the order between items 1 & 2-3).

give it a try and let me know.

Cordially,

Luis
Posted: Mon, 12th Jul 2010, 3:24am

Post 9 of 20

Axeman

Force: 17995 | Joined: 20th Jan 2002 | Posts: 6124

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SuperUser

Well, first off, I'm glad to hear that you are now able to get your images processed. I will certainly discuss this with the development team this coming week, and see if we can get to the root of the problem.

It might be the order, or I'm wondering if the issue is connected to the Export button in the toolbox. I was using the toolbar button as it was faster than having to switch to the Import toolset to change images, then switch back to Export each time to export the image. By using the Toolbar icon (the File menu command would work, too), I was able to stay in the Import toolset the whole time.
Posted: Mon, 12th Jul 2010, 9:04am

Post 10 of 20

Simon K Jones

Force: 27955 | Joined: 1st Jan 2002 | Posts: 11683

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FXhome Team Member

I've just exported 16 images using your workflow without any problems. As Axeman says, we've not had any other reports.

Does it tend to crash on the same image combination, or is it different each time? I'm wondering if the problem is with a specific image (or a few images), rather than the export process itself?
Posted: Mon, 12th Jul 2010, 9:41am

Post 11 of 20

scaigs

Force: 800 | Joined: 4th Jul 2010 | Posts: 8

PhotoKey 4 User

Gold Member

Good morning Tarn,

It is always within a subset of 128 images that I pick randomly.

I will use the green arrow export instead of the "export" button in the toolbox. Will give it another try this morning in the train while I commute to Montréal.

It is probably the sequence that I use:
1. Set canvas size to foreground
2. set foreground
3. set background
4. align image if necessary
5. export
6. go back to step 2.

Cordially,

Luis
Posted: Mon, 12th Jul 2010, 9:45am

Post 12 of 20

Simon K Jones

Force: 27955 | Joined: 1st Jan 2002 | Posts: 11683

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FXhome Team Member

Do you change the background each time as well, then?

Could you try using it with the same set of images each time to see if the problem re-occurs? ie, try them sequentially rather than randomly, so that we can identify whether it is perhaps specific images that are problematic.
Posted: Fri, 23rd Jul 2010, 3:10am

Post 13 of 20

scaigs

Force: 800 | Joined: 4th Jul 2010 | Posts: 8

PhotoKey 4 User

Gold Member

Dear Tarn,

Well problem persists and it is worse than before. I was doing some touch-ups on the 120+ pics that I had taken and really it became unworkable.

besides other major problem -> color rendition:

Blues on pics displayed in the Toolbox -> Foreground window are ok and match color temp 5500K as taken with a pair of Opus OPL-H250 flashes and converted from RAW to JPG using Capture One 5.1.2 from Phase One.

But when paired with any background everything blue on the final product has the wrong tint.

This was noticed while looking at the multimedia production that I made of the entire evening and all picts processed with your software are wrong.

We can see it on the computer and laptop screen that colors do not match within your application. Will send you a screen shot of your app + picture on chromakey (JPG) + background picture (from your Prom & Paparazzi kit).

This has become a source of frustration more than anything else and to date it is not worth the money nor the effort to shoot this way.

An email will be sent to you with the items above-mentioned.
Posted: Fri, 23rd Jul 2010, 11:57am

Post 14 of 20

Simon K Jones

Force: 27955 | Joined: 1st Jan 2002 | Posts: 11683

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FXhome Team Member

Tints changing will most likely be due to the spill suppression filter, so you should reduce or turn it off in the Key settings.

Another potential is that the key isn't good and you're getting some subtle transparency, with the background affecting the foreground's appearance. Adjusting the 'removal' setting in the Key section will help with this.

I look forward to seeing the example images, that should make it much easier to pinpoint the issue.
Posted: Fri, 23rd Jul 2010, 1:41pm

Post 15 of 20

scaigs

Force: 800 | Joined: 4th Jul 2010 | Posts: 8

PhotoKey 4 User

Gold Member

Good morning Tarn,

By disabling or lowering the Spill Supression settings colors are back to normal. Still got to reprocess over 120 pics.

will send you screen shots via email.

Still, the problem while changing backgrounds & foregrounds only and exporting to JPG remains.

Luis
Posted: Wed, 24th Aug 2011, 5:06am

Post 16 of 20

FXhomer97030

Force: 800 | Joined: 2nd Dec 2008 | Posts: 3

PhotoKey 4 User

Gold Member

I have Photokey 4 and am having the same problem, at first i had to close out program then it'd work again and now it won't save at all, tried in many formats and still no luck
Posted: Wed, 24th Aug 2011, 10:27am

Post 17 of 20

Simon K Jones

Force: 27955 | Joined: 1st Jan 2002 | Posts: 11683

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FXhome Team Member

If you haven't already, please submit a support ticket so we can look into this for you. Thanks!
Posted: Thu, 25th Aug 2011, 6:11pm

Post 18 of 20

FXhomer97030

Force: 800 | Joined: 2nd Dec 2008 | Posts: 3

PhotoKey 4 User

Gold Member

I submitted a ticket 2 days ago, still haven't heard anything back, I uninstalled and reinstalled the software and I still have the same problem.
Posted: Wed, 31st Aug 2011, 9:57pm

Post 19 of 20

debimilne

Force: 400 | Joined: 19th Jun 2011 | Posts: 1

PhotoKey 4 User

Gold Member

Did you get an answer to your support ticket?

I have PhotoKey 4 Version 4.1.0003. Whenever I try to Export to save a file (JPEG, PNG, or TIFF) I get an error message saying "The following image could not be saved." I've used the Green Arrow and the Export command with the same result.
Posted: Thu, 1st Sep 2011, 2:18am

Post 20 of 20

FXhomer97030

Force: 800 | Joined: 2nd Dec 2008 | Posts: 3

PhotoKey 4 User

Gold Member

No, I haven't received a solution for it yet..I have photokey 2 installed in my computer as well and that has been working fine so i've been using it for now.