Technical support communication difficulties
Hi,
I need help, really, to make my technical support messages understandable. I have posted two during the last weeks and I receive answers that indicate clearly that what I write was not understood. As English is not my mother tongue, can some one help me with the messages? I tried to set a phone conversation. That was left unanswered.
One has not been understood at all, as claimed by the support team and passed to R&D without any answer. Another got an answer not related to the meaning of the text.
I must emphasize that my previous experience with technical support was excellent on all accounts. I do not know what happened last week.
Thank you,
Florin.
I need help, really, to make my technical support messages understandable. I have posted two during the last weeks and I receive answers that indicate clearly that what I write was not understood. As English is not my mother tongue, can some one help me with the messages? I tried to set a phone conversation. That was left unanswered.
One has not been understood at all, as claimed by the support team and passed to R&D without any answer. Another got an answer not related to the meaning of the text.
I must emphasize that my previous experience with technical support was excellent on all accounts. I do not know what happened last week.
Thank you,
Florin.
0
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10 Do not post a message merely to blow off steam or otherwise get something off your chest. [color=#0000BF:iazpggfb]This is a support, user to user help and resource area[/color:iazpggfb], if you have something to take up with a dealer then take it up with a dealer, [color=#0000BF:iazpggfb]if you have something to take up with Phase One then please take it up with Phase One.[/color:iazpggfb]
just leaving this here..0 -
Bobotographer,
I am sorry, but I did not let out steam. I said that the previous experience was very good. I feel I have a real problem and I ask for help. As simple as that. I feel now I have a two fold problem.
Thanx,
F.0 -
Hi,
could you try to tell us more about your issue?
May be someone could communicate with you to help you if you tell us what is your natural language.
regards0 -
[quote="pkurhieuyr" wrote:
I am sorry, but I did not let out steam.
Agreed.
Let's see the text of the response, Florin.0 -
Thanx to all,
My native language is Romanian, I am fluent in Hebrew too.
So, it goes like this.
I use Nikon D700, 12 bit NEF uncopressed only. For every image I create an additional variant to edit. I keep one unchanged for reference. All the images are ingested in an Ingestion folder.
I use C1 9.2. I defined new defaults for sharpening (180, 0.3,1) and noise reduction (0,0,0,0). These are applied upon ingestion from the camera card to the HD. I edit the new variant only.
In C1 9.3 the first image I click on has the C1 own defaults applied (180, 1, 1) and (50,50,50,0) (image are ISO800-1600). Some images had local adjustments layers REMOVED. Images ruined, work gone.
Run C1 9.2. ALL the images in the given folder were modified. All my defaults were replaced by C1 own defaults, etc...
I reported the problem. The support team answered as if either they did not read the message at all, or as if they did not understand my English. I offered a phone call, or Skype call. They refused. The last message from support was that the issue was transferred to R&D, and... wait and see. It was beginning of Oct. Since then nothing.
I want to be clear. I do not claim that this is due to a bug. The problem can be at my end. I just do not get any assistance.
I also want to say once more that in the past I got very willing support from the support people. I wish the success rate had been so high, but no... I am a beta tester and all the new versions have the same problems.
Thank you!!!
Florin.0 -
Florin,
I may have missed this information in the posts but can I ask - are you using sessions or catalogues?
If using a catalogue is it Referenced or Managed?
Grant0 -
Grant,
I use only sessions.
And an addition. The NOT edited variant retains MY defaults. Only the edited one is modified.
Thank you.
Florin.0 -
Florin,
Firstly it may be useful to read this blog post. You may already know all about this but if not it is good background.
https://imagealchemist.net/sessions-in-depth/
Secondly C1 stores MOST of the edit data for an image in a file with a .cos extension.
If you have used a local adjustment or two you should also find .comask files.
One of each for each original file and held in a "Settings" folder.
The edits for every variant - including the first import (or the "original" variant with your defaults but no other edits) - can be found in the .cos file.
Each variant (there can be many all in one file) has its own sections of data to describe the modifications to be made to it when displayed or printed.
If something changes in the processing engine and that change results in the Settings working in a different way or with different values then there will usually be a new Settings folder created. The old one will be retained too.
This means that you have the option retain an old session at, say, version 8 but create a new session that accesses the same files using version 9.
In the new version, for each file - in fact for each variant of each file - you can choose to work with the old engine as it existed or upgrade to the new version. If you upgrade to the new engine you cannot go back ans take with you any NEW edits. However you can create a new variant, upgrade the engine associated with that variant and still retain the previous variant as well.
If you open an existing (say V8 created) Session and elect to update the entire session all of the files/variants would be updated. However I would expect that all variant information would be retained with the updated values.
In some cases the processing changes may mean the update cannot be applied automatically. I seem to recall reading an example of things that would need to be re-edited - LCC profiles come to mind for some reason but that might be incorrect - on the basis that the type of processing cannot be easily made into a simple "conversion" because it requires other inputs to be successful.
If a particular folder of images has bee processed by different versions of C1 in the folder that contains the original RAW (etc) files you should find a "Capture One" folder.
In that folder you would expect to find a "Cache" folder (see comments in the link about the contents of the Cache folder) and another folder - perhaps Setting82 for example form version 8 work.
If you have also used V9 on those files you may also find a folder call Setting91 or similar.
In those folder you should find the .cos and .comask files related to the images 2 folders back up the directory.
I'll leave things there for now.
If you find something like I have described and the dates on the .cos files look like they fit with the last processing that you have performed or the date at which a "mass update" might have performed then we can look at the next level of investigation.
If you don't find anything like that we need to discover why there is nothing there. There should be something. Where is it?
For example, if you open a folder of new files in a C1 session C1 will automatically create the files for Preview and Thumbnail in the Cache folder and add the starting point .cos files in a setting folder that is named to indicate which C1 processing engine revision was in use for the process at that time. That may provide some sort of clue to what has happened on your machine.
I don't have the sort of problems you are describing. But I assume it is possible that you are making adjustments that I do not use (or do not use often) like LCC profiles perhaps or perspective adjustments (I'm guessing at possible connections) and so I have simply never had the same experience as you have had OR I have but maybe not noticed the changes.
I hope this helps to move you forward.
I guess it is possible that there is indeed a bug, that it has been identified and that someone is working on it. In which case the work is probably with R&D and your case has been added to the list. If so that may mean the status for you Support Case is quite reasonable but it sounds like the explanation of the status has not been offered or not offered on a way that is clear to understand.
But again I am guessing and speculating so let us see if we can at least help with understanding what you are seeing even if the "fix" is outside our control.
I would be quite surprised of your original work had gone forever Finding it should be not too difficult based on what I see in my system. Whether it will be the same on yours we have to discover.
HTH.
Grant0 -
Hi Grant,
I must say that your answer humbles me. It is far beyond anything I expected. What is "HTH"?
After reading your answer this is what I did, and I believe this is a bug. Just believe, no proof, yet.
Copied one NEF to a different HD. Opened C1 9.2. Make a second variant, make some editing, create a local adjustment layer, some editing. Close. Open C1 9.2. All OK. Settings folder Settings91.
Open C1 9.3. View the second variant. It is modified with C1 9.3 defaults. The not edited variant is unchanged. Close.
No new Settings folder. Open C1 9.2. The edited variant is modified according to 9.3. The not edited is OK.
I claim now, it is a bug. Nasty too.
Thank you for your time and kindness.
Florin.0 -
[quote="pkurhieuyr" wrote:
Hi Grant,
I must say that your answer humbles me. It is far beyond anything I expected. What is "HTH"?
After reading your answer this is what I did, and I believe this is a bug. Just believe, no proof, yet.
Copied one NEF to a different HD. Opened C1 9.2. Make a second variant, make some editing, create a local adjustment layer, some editing. Close. Open C1 9.2. All OK. Settings folder Settings91.
Open C1 9.3. View the second variant. It is modified with C1 9.3 defaults. The not edited variant is unchanged. Close.
No new Settings folder. Open C1 9.2. The edited variant is modified according to 9.3. The not edited is OK.
I repeated the above flow with C1 10B3. One difference was a new Settings folder Settings100. BUT, after applying my defaults (incorrectly executed by C1 10B3), I clicked on the not edited variant. It is OK. Clicked again on the edited variant, the previously applied my defaults were gone. Reapplied. clicked on the other variant, back to the edited one, and voila... again, my defaults gone.
I claim now, it is a bug. Nasty too.
Thank you for your time and kindness.
Florin.
Hi Florin,
HTH = Hope That Helps. (Internet/Text message "speak" I am told.)
So are you finding that 9.2 to 9.3 is OK except that it may look slightly different where there have been some changes (perhaps) in the processing engine between 9.2 and 9.3?
I would have to look at the release notes to see if that might be expected. I thought 9.1 (as per Settings folder naming) was the last significant change but I have not yet looked at that in detail.
I'm not sure we should be discussing the other numbers you mentioned but based on your description it sounds like you have found something that needs to be reported (as you have reported already I think?) and hopefully passed to R&D.
I have not seen this problem between when moving through the V9 releases or even using older sessions (V7, V8) with the updated V9 processing engine. So far I have not noticed it anywhere else either but I will check later.
That said I am working with CR2 files and even that could be a factor in whether we see similar results.
By the way I think you can add "fluent in English" to your language cv.
HTH
Grant0 -
HI Grant,
Thank you for all. I am sorry for not replying earlier, but I did something stupid to say the least and I was banned from the forum till yesterday. Mea culpa.
In ver. 10 only one of two problems was solved. So, C1 10 is not for me.
Kind regards,
Florin.0 -
Florin,
What problem do you still see in V10?
Grant0
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