Super weak and inefficient support, very disappointing!!
I have submitted a request as there is no more C1 folder with my edit settings etc in my RAW folders like it always used to be anymore.
This means I can't backup my files anywhere without loosing my settings.
I have contacted C1 support 15 days ago, they did get back to me with a few suggestions, none of them worked. I have sent my log files, contacted them again a few additional times without getting any additional reply or at least an attempt to solve the issue.
Their support used to be great, spot on and efficient, but obviously not anymore.
I am a very long time loyal user, a subscriber, right now working abroad in the Caucasus on a project, so am very disappointed by their lack of communication, efficiency and willingness to sort out the issue.
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The CaptureOne folder is added for Sessions. It is not added for Catalogs and all the info that would be in that folder is instead saved inside of the Catalog. I don't remember if the folder is present when you use EIP with Sessions.
There was a bug that added the folder for newly imported images in Catalogs at one time. I remember reporting that to Capture One. I don't remember if folder contain any data or just the folder structure.
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Hi Marco,
Thank you very much for your reply. I am using C1 since version 4 and never used sessions.
I've always just clicked the 'Open' button, so I assume just a new Catalog was created. I've never used my files with 'Create new session'
But that's not really the point here. For me the point is that C1 Technical support left me hanging without a sufficient answer or attempt to solve the issue for two weeks now, despite several attempts asking them for help.
The lady who has answered my initial request didn't mention anything about sessions either, the last and only thing I heard was:
"To me it sounds as if you have by mistake moved the images through Finder to a new location and that the CaptureOne folder containing the images settings has not been moved together with them.
This would explain why your image are appearing as offline and that the settings folder CaptureOne is missing.
If you have moved files around, please check the recent folders you moved from and to in order to reconnect the file structure.
Another option is to search your internal as well as external disk for the images and check that the location is the same in Capture One as though Finder.
You can check in Capture One by right clicking on your thumbnail in the browser and choose 'Show in Finder'.
The CaptureOne folder you are looking for, is containing a settings folder with '.cos files'.
If you as an example have an image named '_DSC6091.ARW' the settings applied to this file will be named '_DSC6091.ARW.cos'.
This way you can search for the setting files through your OS and hopefully find its location, as you will have multiple hits just searching for CaptureOne.
If you moved the images through Capture One they settings folder should come along.
If you don't find the missing folder or if you have only moved files through Capture One, please send us your log files as they would be useful to us and also our development team, so that we can see what’s going on under the hood of the software. To me it sounds as if you have by mistake moved the images through Finder to a new location and that the CaptureOne folder containing the images settings has not been moved together with them.
This would explain why your image are appearing as offline and that the settings folder CaptureOne is missing.
If you have moved files around, please check the recent folders you moved from and to in order to reconnect the file structure.
Another option is to search your internal as well as external disk for the images and check that the location is the same in Capture One as though Finder.
You can check in Capture One by right clicking on your thumbnail in the browser and choose 'Show in Finder'.
The CaptureOne folder you are looking for, is containing a settings folder with '.cos files'.
If you as an example have an image named '_DSC6091.ARW' the settings applied to this file will be named '_DSC6091.ARW.cos'.
This way you can search for the setting files through your OS and hopefully find its location, as you will have multiple hits just searching for CaptureOne.
If you moved the images through Capture One they settings folder should come along.
If you don't find the missing folder or if you have only moved files through Capture One, please send us your log files as they would be useful to us and also our development team, so that we can see what’s going on under the hood of the software."I did send the log and haven't heard anything since. It's just not a good support at all, sorry. Especially after I only had great experiences with them over all those years using the software.
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Hi Micha,
The lady who answered you spoke indeed of sessions, not of catalogues. Files with .cos extensions contain the settings for images developed in sessions. These folders should follow the RAW files when you move them.
Pictures developed within a catalogue mode have their adjustments into the catalogue. Then, when you move the images, the settings don't follow the image. Capture One understand where you moved your images if, and only if, you did it within the C1 library. If you move the images using the finder or the OS folders, C1 loses their paths.
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Hi Robert,
Thanks for your reply.
To me this is not clear, as I have as mentioned never used sessions intentionally with the 'New Session' option.
The support lady could have made it as clear as you just did when she spoke about settings.
I wasn't aware after all those years that ".cos extensions contain the settings for images developed in sessions". She did not mention this connection.
It could have beed as simple as this. All I ever did as also mentioned was using the 'Open' button.
So thanks a million for your help and explanation!
With best wishes, Micha
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Hi Micha,
To be fair with the lady, when I read your first sentence
... there is no more C1 folder with my edit settings etc in my RAW folders like it always used to be anymore.
it was clear to me that you mean sessions, as only with sessions the edit settings are stored in a folder, and indeed its name is CaptureOne (you named it C1).
I think one cannot conclude about the quality of the support if they don't have the time to answer always right away, it might be a capacity issue at that given time of your response to them. But of course reponse times are also a quality measurement...
Still not clear to me if your issue is solved, maybe only a misunderstanding, or if we can help you further?
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Hello,
thanks again for getting back to me.
No everything is clear, at least I know now that only in sessions folders are the edit informations stored which I was missing.
I wasn't aware about the connection and it wasn't spelled out as such, at least to my understanding.
I am using a new computer, the first one since 2017, so probably started with a session then and haven't changed it since. That's where the confusion started when using my new one.
The issue is indeed solved by now and I won't require any further help.
Again thanks so much for clarifying and all the very best,
kind regards, Micha
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You're welcome. Have fun in the Caucasus region.
Cheers,
BeO0 -
Thanks BeO, I certainly enjoy the region a lot and will stay for quite some time :))
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