Tethering problems: the camera does not connect, frequently disconnects or will not transfer images

If you are a Capture One 12 or 20 user running Mac OS Catalina then please see here for issues related to tethering on this OS.

PROBLEM

My camera is not connected to Capture One. My camera gets frequently disconnected from Capture One. The attached camera does not appear in Capture One.

SOLUTION

Case 1. The attached camera does not appear in Capture One

1. First of all, you will have to find out whether the operating system sees the camera.

• When using macOS, navigate to the Apple icon in the Menu bar and choose About This Mac -> System Information -> USB section. In case your camera is not listed, refresh the list. If the camera is still not listed, some hardware issue is likely to be there.
• When using Windows, navigate to the Start menu, choose Device Manager, and check the USB section.

If the camera does not appear in the list, then check and replace the tether cables, remove any non-powered repeaters, check the things with a different camera.

2. Verify that Capture One is running as Capture One Pro/Fujifilm/(for Sony).

• When using macOS, go to the Capture One menu and choose License.
• When using Windows, go to the Help menu and choose License Information.

If Capture One is running as Capture One for Phase One (previously known as Capture One Digital Back), then it does not support DSLR tethering. Click Stop Running Digital Back Only or Change License. Then re-launch Capture One and activate the software with the license key.

3. Make sure the proper camera type is enabled in Preferences > Capture > Providers. As a secondary troubleshooting step, enable ONLY the type of camera you are trying to connect. That will help to prevent any driver confusion. You will have to restart Capture One after changing any of these parameters.

4. Make sure the camera is set up properly.

• All: Verify whether your camera is on the list of the supported camera models by Capture One. Do not place a CF card in the camera. Check how to attach an unsupported camera.
• Canon: usually requires no special settings - A noted exception: Disable WiFi on the Canon 6D.
• Nikon: usually requires no special setting, some older cameras may need to be in PTP mode for USB rather than Mass Storage or MTP.  
• Sony: use PC Remote as the USB setting.

5. Remove any CF cards, SD cards or XQD cards from the camera.
6. Verify the physical connection. Use only a 3m USB3 cable or 5m USB2 cable with no extensions. Try a new cable. Test a different USB port on the computer. Connect by using an externally powered USB hub. Make sure no other software like Image Capture, Canon EOS Utility or Nikon Camera Control is running.
   
7. Disable any power saving settings on the camera which could cause it to power off while tethered as this can cause a cascading effect across the OS and Capture One, causing a loop that blocks the camera from reconnecting.
8. If you are using Google drive, disable automatic backup and sync when you need to tether. Google drive will often intercept the camera connection before Capture One is able to connect. Even if you are not actively using Google Drive, uninstall "Backup and Sync with Google" as this will also prevent reliable connections.
9. Grant Capture One proper accessibility and disk access in Apple System Preferences. Go to System Preferences > Security & Privacy > Privacy. Unlock the window by clicking on the lock and entering your password. Then add Capture One by clicking the "+" button. Do this for both accessibility and Full Disk Access.

Case 2. The connection is not stable and the camera disconnects frequently.

1. Test a new cable, another USB port on the computer, and a different camera if possible. Disconnects sometimes occur due to wear and tear of the system components.
2. Remove any CF or SD cards from the camera as their presence often confuses the computer as to which method to connect to the camera. This is particularly relevant when using Mac OS Catalina, as a full memory card can cause a tethering session timeout.
   
3. Ensure that Capture One has full rights in macOS. Go to System Preferences > Security and Privacy > Privacy > Accessibility and make sure that Capture One can control the computer.
4. If you are using Google drive, disable automatic backup and sync when you need to tether. Google drive will often intercept the camera connection before Capture One is able to connect. Even if you are not actively using Google Drive, uninstall Backup and Sync with Google as this will also prevent reliable connections.
5. Besides faulty cables and ports, disconnections have become increasingly common on Apple computers as operating systems are diverting power and resources from the USB ports to other areas of the computer. That is why a weaker connection to the camera may take place. The solution is to use an externally powered USB hub or externally powered USB extension cable. A good option is the StarTech 5m USB3 Active extension when used with its power supply.