Unable to browse hard disk

NN129232UL2

• 9. August 2010 17:30

I have just installed capture 1 5 and get this message when Itry to open the program.
"object reference not set to an instance of object at P1.C1"
I have tried to set up a support case but cannot get past the first page although my software is registered and activated.
I cannot find a way of actually emailing Phase 1,although I have sent a crash report they have not contacted me.
So help is needed. Any suggestions greatly appreciated.
My Software crashes if I try to browse my hard disk looking for files.
Can anyone tell me what has gone wrong,if I can fix it myself or how to get through to phase 1?

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  Paul Steunebrink

  • 9. August 2010 19:03

  First, see my reply to your other post re. opening a support case.
  
  Next, some additional information might help like version of Windows, .NET Framework versions installed, either here or in the support case.

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  NN129232UL2

  • 10. August 2010 08:30

  Hi Paul,
  Thanks for your help. Phase 1 support have now picked up on my problem via this forum and hopefully working on a solution.
  I could not get past the first page of the create a support case because I kept being sent back for not having filed in required fields; it is a pity there is no simple way of communicating with the support team if one gets stuck in a similar way.
  Now the program crashes before it is actually opens. The error report is the same as I mentioned previously.
  I am using a standalone computer with windows XP & SP 2.
  I did not have problems with previous versions of Phase 1 software and unfortunately not computer savy enough to actually understand the error message. If I cannot get the program to open I do not see how to fix any settings such as sessions etc.
  I did un-install and re-install but this has made no difference.
  Any further suggestions greatly appreciated.
  Alain

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  Drew Altdo

  • 10. August 2010 13:08

  [quote="NN129232UL" wrote:
  ...it is a pity there is no simple way of communicating with the support team if one gets stuck in a similar way.

  
  
  Alain,
  The Support system is quite primitive and as such it is quite simple. If there is a required field that you don't think is applicable just select the first item in the list and explain in the notes that you had to in order to move on. Further, it seems Phase One support was quite on-top of your problem as they created a case for you after reading your Forum post, contacting you directly. I think you would be hard pressed to find another company so proactive about providing support.

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  NN129232UL2

  • 13. August 2010 14:16

  Hi Drew,
  Thank you for your reply. I am impressed with the diligence of the Support Team.
  I am very happy that Support picked up my problem via the forum and I was not complaining about the quality of the service just trying to find a way to contact them.
  It was not obvious that I could proceed with initiating a case without filling in what are labelled required fields. I resorted to the Forum as sometimes others may have experienced the same situation.
  The Support Team are now trying to sort out my difficulties which appear not to be straightforward.
  I will report back when a solution has been found in case anyone else suufers the same glitches.
  Regards, Alain

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