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Things you should know before submitting a request to Customer/Technical Support

Comments

18 comments

  • mike schuster

    This is really an excellent page of directions. No confusion on wording. Kudos!

    2
  • Dwight Beuthling

    A piece of crap. Can't even open a JPG. No phone number for support. Just another company that has no understanding or actual 'CUSTOMER SERVICE'

    1
  • Lily

    Hi Dwight,

    Thank you for the comment.

    You have also submitted a support request as far as I see.

    Could you please send us at least one file that you can't open in Capture One.

    Meanwhile, please check this article as well - https://support.captureone.com/hc/en-us/articles/360002420438-Why-is-it-not-possible-to-import-and-edit-files-

     

    0
  • Christopher McBrown

    Everything can't be solved directly with emails and text.  Capture One needs a chat or phone number to be taken seriously.

    4
  • Joshua Ortega

    Trying to download Capture One Express. I received the email with download link, but the download is non-responsive. Is there a chat or phone number to reach a tech rep?

    0
  • Lily

    Hi Joshua,

    Here is the link to download Capture One Express for Fujifilm - https://www.captureone.com/en/account/download/capture-one-express-for-fujifilm

    Here is the link to download Capture One Express (for Sony) - https://www.captureone.com/en/account/download/capture-one-express-for-sony

    Click on Download, answer several questions, and the download will start.

    Afterwards, install Capture One and launch it.

    Use the license key which you received via e-mail to activate Capture One.

    0
  • Don Frazier

    I submitted a request from support almost 20 days ago with no response. I am unable to use C1, I have not found a solution in the knowledge base and have even posted my issue on the community forum without any  response from the community. I am just dead in the water with no help.  This is the worst customer service I have ever experienced.

    0
  • Lily

    Hi Don,

    Please let me know which version of Capture One are you currently using.

    Also, do you have a referenced (images stay in there location) or a managed Catalog (you imported/copied images directly into the Catalog database?

    0
  • Don Frazier

    Hi Lily, 

    I am on version 21 pro (build 14.0.1.7) on Mac OS High Sierra - ver. 10.13.6 and I use managed catalogs.

    0
  • Lily

    Hi Don,

    Thank you for the clarification.

    Please read this article about managed and referenced Catalogs - https://support.captureone.com/hc/en-us/articles/360002669977-What-is-the-difference-between-a-referenced-and-a-managed-Catalog-

    When you import images inside Catalog with the "Copy to Catalog" option, they are copied and stay in the database file. This is then considered as a managed Catalog. When you import images with "Add to Catalog" option, they are referenced. Please try to re-import them then after you have moved referenced folders to another location.

    0
  • Don Frazier

    Hi Lily, 

    Thanks for the article and after review I have been using the referenced catalog as I import my images to a folder. However, I feel that I need to explain the issue as hand again.

    In the Library Tool I setup a folder structure on an external hard drive and moved my folders to that drive (using the library tool).  Upon restarting C1 after the move, I navigated in the library tool to my external drive and selected the top upmost folder and selected Locate.  The locate function did not bring in my entire subfolder hierarch only the 1st folder underneath it.  The locate function also did not bring in my images so I selected Synchronize which only brought in my original raw images and none of my edited/adjusted images or variants. So my question is how do I bring back into C1 my entire library with original and edited images & variants?

    Thanks,

    0
  • Don Frazier

    Hi Lily, 

    I found the solution - I was clicking on the new file structure (external hard drive) and selecting locate instead of the old file structure (internal hard drive) and selecting locate.  Everything has been restored.  

    Thanks for your help!

    Don

    1
  • Jade Webb

    Hello, 

    It is really frustrating to not be able to talk to a representative.  I have two issues with my program.  One my old camera is still registered, and I do not know how to change it.  Two, I keep getting a CORE SOCKET error when trying to send something from Capture One into Photoshop.  I have the latest download as well as an updated version of windows.  Please help me.  

     

    0
  • Kristyn

    A phone number would be really helpful. I had been running v20.0.4 (that's the highest version my Mac can run) as a trial and have had two C1 support employees confirm via email that it would be no problem to purchase the full license (which is of course v22) because entering the license keys are backwards compatible.  Guess what - it doesn't work. The latest employee dealing with my enquiry has just said (after me specifically stating I can only run v20) to make sure I'm running the latest version! Honestly! I'm gobsmacked and wondering why I have shifted over from LR. Speaking to someone would be far more effective with troubleshooting. I am left with $480 less in the bank and a program that won't open.

    1
  • Rafael

    Your support form is broken. When I attach the required logs I get a message that says “there are too many files attached” so I delete the screen recording and then I get a message that says “screen recordings are required” and then when I try to delete any single log file I get yet another message that “log files are required.” So in the end, I cannot submit a support request via your support site. What???

    0
  • FirstName LastName

    Minha licença é do capture one 21 comprei no dia 31 de agosto 2021, deu problema no mês de abril desse ano e estou até hoje dia 07 de junho tentando resolver o problema com o suporte, e desde o dia 26 de maio que não tenho nenhum retorno da parte deles! 

    0
  • FirstName LastName
    Minha licença é do capture one 21 comprei no dia 31 de agosto de 2021, deu problema no mês de abril desse ano e estou até a data de hoje dia 07 de junho tentando resolver o problema com o suporte, e desde o dia 26 de maio que não tenho nenhum retorno da parte deles! 
    0
  • Michael Microulis

    Where is the best place to submit comments about Capture One's tools and workflow ideas?

    0

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