Panasonic S1RII High Resolution File Adobe error, request for help from Dpreview Staf

[Paul2600]

This issue has been already pointed out in a previous thread, but I am hoping that someone on the staff a Dpreview will see this post and help out.

PROBLEM:

When attempt to open a S1RII High resolution raw in Lr or ACR, approximately 50% of the time you will get an error on the image which states the following: "The image appears to be unsupported or damaged" Net, you cannot open the image period.

Of the two images that Dpreview staff uploaded in the review of the S1RII, one of them has this error. See screen shot below.

At first I thought this was an error in the actual image as it's possible to have a card error or something. However after purchasing this camera and using it now for almost a month, it's quite clear that there is a problem with the High resolution raw (RW2) and Adobe as the issue shows up at least 50% of the time. NOTE, other raw software such as C1 or On1 do not show this error. However I would prefer to stay in Lr.

I have opened a ticket with Panasonic. However I am not very confident that Panasonic will take any notice as they seem to be much more focused on Video with this camera. I attempted to open a support ticket with Adobe, but that when nowhere. After over 1 hour typing to a chat bot, I got nowhere. This issue is with Adobe, not the files. I state this as no other raw conversion software I am able to use has this issue.

I was never able to get through to a human at Adobe and or find a way to open a support ticket. Is that still possible? To me, the best solution is to get one of the images that Adobe can't open to them, which would required a link to a dropbox account or similar as the files are way to large to attach to an email at 211MB.

My request is that the staff at Dpreview consider taking this up with both Panasonic and Abode as they have a much bigger podium that I do. I have attached screenshots of the image from Dpreview below. Note I did make sure I downloaded the raw only.

Thanks

Paul Caldwell

 

[jalywol]

I'd suggest sending a PM to the person who wrote the review at DPR, as that would be more effective than hoping they see a post here on the forum.

-J

 

[Tom Caldwell]

I agree that this is an Adobe issue and not really one for Panasonic or dpreview staff.

It is a pity that Adobe cannot be easily accessed to look at and advise upon a fix. All software based firms need to have a very active and quick to respond support system. To neglect this is to neglect the very fabric that has made their business.

 

[aknyc]

Panasonic is already sour on the prerelease support of the new cameras with color profiles that didn't work.

It took them another 2 months to fix it.

If you find yourself liking LR, contact Adobe, it is not really a problem with the file.

• Go to Adobe Support:
  • https://helpx.adobe.com/support.html
• Sign in to your Adobe Account:
  • Use your Adobe ID and password.
• Select "Contact Us" or Click “Start now”:
  • Scroll down to the bottom and choose "Contact us" under the “Need help?” section.
  • Or click the blue "Start now" button under "Get support".
• Choose the product (Lightroom):
  • Select Lightroom (Classic or Cloud-based) depending on which version you're using.
• Select the issue category:
  • For example, “Installation,” “Performance,” “Billing,” etc.
• Choose how you want to contact them:
  • Options typically include:
    • Chat with an agent
    • Phone support (for paid plans)
    • Schedule a callback (in some regions)
    • Community forums (for non-urgent help)

 

[Paul2600]

Thanks. Did all that. Total waste of time. Hit a bot in a chat. Never could speak to a human. Tried again via chat and supposedly was talking with a human but he was clueless and kept telling we it was something wrong in my Mac. Nope. Nothing wrong. Adobe has an issue period. Hopefully they will address it with a month or two. But due to lack of use of this feature it may never get fixed. Adobe’s tech support has really gone south.

Paul