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gregoryw98215957
gregoryw98215957
Known Participant
Jan 15, 2025 9:00 PM UTC
Question

Elements 2025 Camera RAW display issue

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? 

7 replies

gregoryw98215957
gregoryw98215957Author
Known Participant
Apr 25, 2025 6:49 PM UTC

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!

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gregoryw98215957
gregoryw98215957Author
Known Participant
Feb 26, 2025 8:45 PM UTC

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.

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Greg_S.
Community Expert
Greg_S.Community Expert
Community Expert
Jan 15, 2025 10:00 PM UTC

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?

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gregoryw98215957
gregoryw98215957Author
Known Participant
Jan 15, 2025 10:21 PM UTC

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.

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Greg_S.
Community Expert
Greg_S.Community Expert
Community Expert
Jan 15, 2025 9:19 PM UTC

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.

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gregoryw98215957
gregoryw98215957Author
Known Participant
Jan 15, 2025 9:57 PM UTC

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.

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gregoryw98215957
gregoryw98215957Author
Known Participant
Jan 23, 2025 3:00 PM UTC

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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