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gregoryw98215957
gregoryw98215957
Known Participant
January 15, 2025
Question

Elements 2025 Camera RAW display issue

  • January 15, 2025
  • 4 replies
  • 576 views

When I open a .NEF RAW file in Elements 2025 it only fills 1/4 of the window. I am on Windows 11 and a 4500x3000 monitor which I'm sure is a factor. I have spent over 3 hours in chat and in remote sessions with 4 different agents and it's only gotten worse. Program was reinstalled and GPU driver updated. See screenshot.

 

I'm supposed to geta a call Friday from the Sr. Tech team. Anyone else had this issue? 

4 replies

gregoryw98215957
gregoryw98215957Author
Known Participant
April 25, 2025

Okay, 14 weeks and over two dozen alls to support, multiple remote login sessions, and much frustration this is finally resolved. I am told is was specific to my system (Windows 11, large high-res monitor, Nvidia Geoforce GPU). 14 times I was promised a callback or had a time appointed for a call and did not receive it. Support communication and follow through was abysmal.  Very frustrating and disappointing!

gregoryw98215957
gregoryw98215957Author
Known Participant
February 26, 2025

I have been trying to get this resolved for over 6 weeks now. It was elevated to a Tier 2 Support case 1/21. I keep calling and keep getting the run around. 12 times I've been told I would be called back and 12 times, including today, I have not. Absolutely no communication from them or any way to reach someone directly. I'm at an an infuriating impasse. Worst software support I'v ever seen.

Greg_S.
Community Expert
Greg_S.Community Expert
Community Expert
January 15, 2025

Resizing the program window will not affect the display of the actual 3:2 image aspect ratio.  Did you try changing the High DPI settings as mentioned in my linked post?

gregoryw98215957
gregoryw98215957Author
Known Participant
January 15, 2025

Yes, that was tried for my initial problem of black bars covering part of the program window. "System (Enhanced) is the only setting that works.

Greg_S.
Community Expert
Greg_S.Community Expert
Community Expert
January 15, 2025

I would hope that Support has already tried the options described in this post.  But it may be worthwhile giving it a try. 

The aspect ratio of your monitor is almost certainly the culprit.  Is the display resolution set to the recommended value?  You can find this under Windows Settings>System>Display.

 

 

My last thought would be to reduce the size of the program window, perhaps reducing the width to a more traditional HD 16:9 ratio, rather than your 3:2 maximized value.

gregoryw98215957
gregoryw98215957Author
Known Participant
January 15, 2025

Thank you, but yes, it is at the recommended 4500x3000 resolution. 16:9 is not ideal for dealing with 3:2 image files. And, it all worked fine in Elements 2019 but I had to upgrade to get the plug-in for my new camera. Man, I HATE chat support - it's so slow and communication is cumbersome. Hopefully Friday it will be by phone with remote log-in.

gregoryw98215957
gregoryw98215957Author
Known Participant
January 23, 2025

So, I've now spent 5 hours on this; 3 chat sessions, 3 remote tech logins.  4 times tech support was supposed to call me at a destine and did not. Am now waiting for a call form Senior Tech Support Tier 2., which I doubt I will get.  The whole system is unprofessional.   

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