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Customer Support

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9 comments

  • Jack W
    Admin

    Hi lawmailroomcom - I've looked at your ticket and I'm sorry for the wait time you've experienced. 

    I'll try and give you an answer in here, but I'm also unsure on the behavior of the exclamation mark when using LAB readouts (not something I have a great deal of experience with, if I'm honest)

    Bear with me :) and again, really sorry for the wait.

    In the meantime, if anyone else could shed some light on this then that would be awesome. (moving to appropriate topic)


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  • Denis Huk
    Admin

    Hi lawmailroomcom, I see that Victor has already recommended checking the error code and looking at the "Lab readout message codes" article, but the fact that the warning disappears when the cursor leaves the viewer could potentially mean that this is a bug or a request to improve the current behavior.

    For now, as a workaround, you can right-click somewhere on the image preview, which will make the warning stick:

    You will now be able to click on the warning and see the error code.

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  • Jack W
    Admin

    Yeah, this looks like a bug. I recommend reporting it over here: https://support.captureone.com/hc/en-us/requests/new?ticket_form_id=9771276605981

    You can also get the warning to stick if you navigate vertically and then into the Browser, and back up again into the area where the warning symbol is. Doesn't sound like intended behaviour.

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  • Last name First name

    Hi Jack,

    Apologies in advance for adding a slightly unrelated comment here, but I too have concerns about customer support. For somewhere in the 2 year area, I've reported a bug where layer masks are randomly emptied, causing me significant time to re-build. And in some cases, emptied once again. I've submitted screen recordings and log files. Mirian acknowledged the bug and has instructed me to upgrade to the latest build and insured me this would fix the problem. The issue still persists, (and now along with a new lens correction bug) and after two replies back to her explaining the update did not fix the issue, I'm no longer getting replies. Is there something else I should try, or another avenue of support I should consider? 

    Thank you!

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  • Jack W
    Admin

    Last name First name I know the bug you're referring to and unfortunately it's one of the most randomly behaving bugs I've ever encountered. Marian will have forwarded your logs, screen recordings etc. to R&D whereby they will have tried finding patterns or indications as to why this is happening.

    My experience with this is that no update will be able to bring the masks back. They become corrupt due to behaviour I cannot explain (used to be that the root cause was consistently moving a session or catalog between drives, behaviour we have since addressed)

    I'll take a look into your particular case and see if there's anything we missed. But my assertion is that there's very little Support can do in this instance, except assist R&D the best way they can in order to consistently reproduce the behaviour and then communicate a bug fix when it is ready.

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  • Last name First name

    Thank you Jack D Williams. I'm not so much concerned with recovering lost masks, as much as I am with finding a solution. If there is anything I can do to help R&D, I am more than happy to. 

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  • Jack W
    Admin

    Last name First name We really appreciate that. Feel free to update your support ticket with anything you think may help us identify and fix this issue.

    I believe the comask files themselves are handy, as well as a copy of your session/catalog database.

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  • FirstName LastName

    hi

    I have used the program in the trial period and today I updated it with a one-year subscription and now when I open capture one I can't find my photos, how can I recover the photos?

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  • Walter Rowe
    Moderator
    Top Commenter

    It probably created a new empty catalog. Look under File > Open Recents and see if there is another catalog listed. It might have your photos.

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