Capture One 22 pre-upgrade FAQ

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70 comments

  • FirstName LastName

    Hi, If I have subscribed to a License (Subscription license). Do I get a free uppgrade to Capture One 21? 

    I see that Subscriber get latest uppgrade with no extra cost.

    But I just had this program for 1 month and I need a confirmation that this is true. 

     

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  • Stephen Scharf

    Could this be any more COMPLICATED? I don't think so. Why do you guys continue to make managing our Licenses so complicated? I had all sorts of problems with your voucher method last December trying to upgrade to vesion 20.  Also, when I"m in my account area, it shows that Version 12 is my latest license, when its in fact Verson 20. How about you do what Adobe does and just let license holders use the same license for for all versions? 

    This is ridiculous. 

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  • Joe Frank

    What? I am not a millenial. These directions are the most complicated yet from you all and I have bought each upgrade. This makes no sense to me at all even after reading all the differing comments. Given the expense of C21 and the fact that I have purchased and repurchased your new versions, is it really to much to ask to get the new version pushed to me as nearly every other program I own? I don't get it and frankly I doubt I have the skill to do what you asked. I take pictures. I am not a programmer. Good grief. Bah!

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  • Thomas Koch

    Hmm, looks like they changed the procedure. I´m using CO on Windows. Just got the BlackFirday Upgrade deal and received a key via email.

    I then opened my existing (unlimited licence) CO20 and it immediately asked for the new key. Entered the new key and all works fine.

    Looks like they changed the process on the server, deactivation is done automatically when you buy an upgrade. So no deactivation required (in my case).

    @Chris: I share your concern and also would like to get an answer. Just tried to open CO20 without internet connection and it works just fine (starts even faster :-). Don´t know if there is a time limit for using it without internet connection.

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  • Joe Frank

    Joe Frank, OK so I tried again. C20 is deactivated (allow me to translate- it is now not usable. I get a message which says "contact support," which of course I cannot do since C20 is deactivated. So let me clarify for you, I have spent $159 for an upgrade which I cannot load and have lost the use of my photo processing system in the interim. Since you directions say one thing and do another, I am now at a loss for where to go.

    If anyone at Capture One is reading this, I am not happy at all with the loss of my photo processing software. Perhaps you could clarify if the pre-order software directions are simply hypothetical at this point. Is CO21 actually released? Perhaps you could tell me how to get any version of my software working now?

    This is really no way to treat customers.

    Joe Lee Frank

     

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  • Thomas Koch

    Joe, did you try to use your new license key for CO20? Worked for me. I know, you bought a key for CO21, but it works for CO20 as well.

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  • Joe Frank

    Thomas, There does not appear to be a way to do this since C20 will not open. I just keep getting the same deactivation message. Do you know for a fact that C21 is actually released. Since there directions all seem to point to future release and then others speak as though it were, I don't actually at this point know what to do. I guess maybe some one will come to work at CO and explain the entry point. This has been a huge waste of time and very frustrating. Thanks, Joe Lee

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  • Thomas Koch

    Joe, in my CO20 I still get the "coming soon" message and I bought  a pre-order today. So I assume CO21 is not out yet. But I´m just a happy customer, I don´t know the details of their release plan.

    Nevertheless it´s frustrating that your installation is broken. If you don´t want to wait for CO support, you can always download CO20 and install again. Then use your new license to activate it. (remember, I´m just the guy next door, so do at your own risk :-)

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  • Patrick Biller

    Joe, delete your C120, download it again and then put in your new license.

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  • Joe Frank

    Thank you I deleted it, reloaded it from the June download into application. When I tried to open I got another message saying "The license code could not be verified by the server." There is no way to enter the new code or even the old one. I am stuck with an inoperable CO of any version at this point. Joe Lee Frank

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  • Lily

    Hi Joe,

    Please, make and attach a screenshot of what is shown when you launch Capture One.

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  • Joe Frank

    OK. Same today as yesterday. More work time lost.

     

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  • Joe Frank

    Lily, Anyone. Was the screen capture a help in identifying the problem?

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  • Lily

    Ho Joe,

    This message appears as you need to click Deactivate to deactivate the software first.

    Then relaunch Capture One and enter your new license code upon activation.

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  • Michael Crowe

    Happy to report that I (Win10 user) have successfully upgraded to Capture One 21 after pre-purchasing the license, following the recommendations to Deactivate and Uninstall existing C1-20 version 13.1.3 (didn't bother to download the update to 14.0.1).

    Deactivation was done via the old software (so not via my online account).

    The uninstallation process followed the guidance of the linked article 'How to uninstall Capture One?' - apart from a few minor anomalies that I've flagged in the comments section. 

    Now to install the 'free' Styles package included!

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  • Paul Highnam

    I have installed C21 and activated successfully but it does not recognise the activation next time I open Capture One. I have to reenter the activation code every time I open C21. 

    Where have I gone wrong?

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  • Lily

    Hi Paul,

    Could you please let me know which operating system are you running and what license do you have.

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  • Paul Highnam

    Hi Lily

    I have resolved the issue of the activation code. All the chat about deactivating previous versions completely confused what is actually a straight forward upgrade. For the record I am running Mojave 10.14.6 and a Capture One Pro licence.

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  • Kosta Tsakal

    Urgently need help. Hi there I have upgraded to c21 following the steps mentioned. I opened my existing catalogue and to my surprise pictures are missing from the folders within the app. Fortunately they exist in the drive folders. This does not apply to all folders. Especially one with heavily edited photos. 

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  • Lily

    Hi Kosta,

    Could you please provide more details on that. Which folders are missing in your Catalog? Do you use a referenced Catalog (when images stay where they are and are only referenced) or a managed Catalog (when images are copied)?

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  • Tom Walters

    I have purchased a new PC and I have a C21 licence.  I have installed C21 on my new PC, but it won't launch.  What am I doing wrong?  

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  • Lily

    Hi Tom,

    Please, check this article:

    Capture One is not launched

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  • Pompeyo cacomartinenez8

    Pague la actualización de Capture One 21 a la versión 22.

    Cuando podre instalarla.

    Podrían ustedes ayudarme a instalar la nueva version 22.

    Saludos desde Suecia.

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  • Duy Ho

    I purchased the pre-upgrade special for Capture One 22 with the understanding that I could use CaptureOne 21 until it's released. But the license provided says it's not valid for this version (21). Please advise.

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  • Maryna Sopilniak

    Hi Duy Ho, 

    Thanks for sharing with us the issue you have faced. I have converted your request to a support request.

    The Support Team will get back to you via the ticket soon. 

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  • Ivan

    Hello and good day team

    First of all I want to say what a great job C1 has done over the last year. I was initially sceptical last time around about the whole upgrade and in particular about the lack of information concerning new features surfacing around the time of the upgrade offer i.e. it felt like current perpetual license holders are being asked to trust C1 that the following upgrade will be worth investing in. As it turned out it was very much the case IMHO and also your educational content / seminars are second to none which is also well worth a mention. Thank you.

    Anyhow, this time around we are again getting a few new features (Panorama / HDR (presumably also Focus?) stitching) and one improvement (Autorotate) as part of what will hopefully be a set of additional features to come. 

    Like I said, I have a lot more confidence in C1 to deliver quality improvements now and I understand it takes time to get new features just right, but somehow I still wish you would be a little more forthcoming about your features roadmap. Personally I was hoping for the composite stitching features last time around and unfortunately I did end up purchasing an alternative product for this, as I assume have many others, but still to be able to do this all in a single / preferred program is very welcome especially if it turns out to be just as good or better than the dedicated external programs in addition to speeding up workflow. Perhaps a sneak preview to demonstrate the new features and how they compete / rank against existing programs which many of us already own would have been even better. 

    However one thing I'm slightly disappointed about is that the previously announced release of C1 for iPad will be a separate product as mentioned in this C1 22 FAQ instead of being bundled with the main program. For users like me who prefer perpetual licenses and who initially chose C1 over other competitors like Lightroom due to this reason alone, the prospect of having to buy 2 separate products at full price and then to be asked to upgrade 2 sets of perpetual licenses down the road is undesirable for what in essence should really be a single product for use on multiple devices. As such, will you provide any assurances about any discount plans for perpetual license holders to hopefully merge the two products into one (possibly a one off payment to add C1 for iPad to our existing license) and to incorporate future perpetual license upgrades into one?

    I ask this as someone who doesn't even own an iPad but who's temped to purchase one if Phase/Capture One decides to make this future release appealing to existing perpetual license holders.

    .
    PS Also the 'Sort by Date' order of this FAQ is lacking a reverse / most recent first ability which I think you should fix


    Warm regards from sunny London :)

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  • noreply

    My perpetual Capture One 21 license key shows my now defunct email address. Seriously, you should be using my unchanging name rather than a more volatile email address. My profile does show the up-to-date email address.

    Seemingly your e-shop facility has not been updated and so I cannot continue with FastSpring. Bug or feature? My new address does not trigger the promised 'further instructions'. Supplying my old address is pointless as that email server is no longer active and cannot receive the promised 'further instructions'. Catch-22 or Capture One 22?

    Capture One please fix Capture One

    PS: Could you make the license key procedure any more complicated? Just asking :-)

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  • noreply

    No response from ZenDesk on their 'support' ticket. Are you able to provide
    any resolution for this issue before your offer's window closes (9th Nov)? 

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  • noreply

    I don't know whether I'm 'talking' to Capture One, ZenDesk or FastSpring but none of them are responding. I have changed my email address three times now and I still can't get the 'instructions'. To re-iterate I am unable to return to the email address you have put in aspic within my license... so putting in that email to FastSpring is not going to be effective because a confirmation email can't happen. Please change my email address on my license.

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  • noreply

    I can't complete the ZenDesk loop (to set a password that is already set) because the response from ZenDesk appears to be 'captureone.zendesk.com refused to connect.' Please respond and actually fix ZenDesk, FastSpring and Capture One and actually put a working email address into my license.

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