need support contact
hey gang,
surfed the entire site and I can't find any support email. posting here:
I have capture One since very 11
upgraded to 12, then 20. in the past year.
My machine is a 2008 mc pro running high sierra 10.13.6.
Also have it on a catalina laptop but haven't tested it there.
Capture now 12 ran fine.
upgraded to 20, 20 quits upon launch. reinstalled it a few times, reset machine, still quits.
Tried to launch 12, it now says its unlicensed.
I manually enter the license code for 12 based on my record on the capture one page and it kicks back "Could not activate because the license code is disabled."
tried to launch capture one 11 just for giggles, it also returned that it can't find license key.
Now I have no capture one.. because I PAID for an upgraded and upgraded.
I have licensed 2D and 3D software, so I'm familiar with various licensing steps. it never fails that the paying customer pays for these extreme licensing schemes as your software is pirated anyway.
As it stand now, I suspect a user of a pirated version of your software is less inconvenienced than a paying customer.
please advise how to correct this.
Also I would advise, had this been on a tight schedule projects, it would have been a disaster. I've never had an upgrade lock me out of not jus the current version, but two version back as well, putting me on a complete standstill.
You should review your precious licensing scheme as to how it hinders paying customers vs stopping pirates, because it doesn't.
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Arthur,
Top right corner of this and most pages.
"Submit a Request"
The link gives you access to create a Support Case much like the old system but easier.
You can specify what sort of support person you think you need.
If you search for "Licence Management" in any of the Search options in the Community pages you should find information about how you have control over your licence management so long as you log in to your account. Try "Activation" as well for completeness.
You can run V12 with you new activation key. It replaces your old one for all versions back to V7(iirc).
However you do need to de-activate your old activation for V12 first because you are now recorded on file as having a new valid activation key.
It's a very simple process once you are aware of it.
HTH
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Thank you for the quick response. Will follow the link and do the changes.
My question still remains why 20 won't even launch on my machine. is it related to this licensing issue
Also, as a user, why am I finding this licensing change AFTER my problem vs informing your users that the license management has changed I just want to use the software, not IT manage my account, Again, these schemes to make the user hop through loops disrupts workflow AND does NOT deter theft. it just inconveniences the user.
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Arthur,
This forum is, primarily, a User to User forum with some input from staff as part of the "Community" concept but that input is not so often focuiseed on individual problems.
It has always been this way to a greater or lesser degree.
I am just a User like you. I have no way to answer you questions.
What I can offer is that this zendesk based "Community" concept does have a lot more readily available general and specific support information available and much more easily available than the previous system.
But one has to use the Search facilities to make the most of it and it seems that many people are reluctant to do that.
Of course it might just be that thousand of people are using and hardly ever need to to post questions in the forum or, perhaps, trouble the Support Team because they find the information they need.
Earlier this week, before the apparently huge push of Webinar links, most of which seemed to be for V12 but are probably still relevant, there was an update to the article about Licence Management notified in the Recent activities for the Community page.
I think that, or perhaps something highlighted alongside or linked within it, could be of great use to you and one or two others. who have posted in the last day or so. But if I am wrong then surely some of the other references that will appear if you search will help to point you in the right direction.
I highly recommend the search route using the search options using the Search window just below the "Submit a request" link at the top right of most pages in the Forum and, indeed, the "Community" pages in general.
Compared to the previous system and now that a few months have passed with this one, I am constantly surprised by the amount of information so rapidly available from searches.
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Thank you and I apologize for thinking you were actual support rather than a user,
I submitted an official ticket at to why the latest update to capture 20 failed to launch, that a previous version of 20 worked, and the inability of the user to revert to the older software. The other issue of licensing has been a nightmare every since getting the 20 "preorder key" that wasn't a license key and required a whole page to actually license 20 to use. It was nuts and just unacceptable. So much friction to just use this software.
thanks again.
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The 13.1 release has some hardware requirements that older machines no longer meets. There is at least one thread about the processor to be minimum i3.
https://support.captureone.com/hc/en-us/articles/360008879897?fbclid=IwAR3KAXDxPdyn__yI_bR6AOrkLFCGO9c7sdOCRMcBl_znkaELlOOpvghZAEY
Fortunately my 2010 MacPro with Xeon processors match the requirement.0
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