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Freezes anytime I attempt to import images.

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22 comments

  • BeO
    Top Commenter

    Before you purchased a subscription yesterday, had C1 been installed on this machine, maybe an older version or the current latest version in trial mode? What actually changed on this computer?

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  • SFA
    Top Commenter

    At what point in the import process does the freeze occur?

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  • Bill Johnston

    Software freezes just as I click to import the images. I had Capture One version 12 on the computer before which I uninstalled.

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  • SFA
    Top Commenter

    Where are the files  - internal disk or memory card? Using a card reader?

    Has C1 opened the Import Images feature and allowed you to select the images you wish to import? 

    Where are you importing the images to? A disk in your system?

    Are you using a catalog or a session?

    Does C1 actually "Freeze" or does task manager show activity but never (within a reasonable time) gives back control for anything - even cancelling the Import process?

    Are you importing to a new catalog or session or a previous one from V12 days?

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  • BeO
    Top Commenter

    If you are importing to a previous catalog or session from V12 days, it has been upgraded to v23.

    Nevertheless, v12 to v23 is a long way, I suggest you try to "verify" the catalog or session (file menu).

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  • Bill Johnston

    After I installed version 12 on my computer, I never ended up using it at all. Never created a session or catalog. Never imported any images. Just continued with Lightroom and Photoshop. I uninstalled version 12 before installing version 23.

    Whenever I attempt to import an image either as a session or a catalog, Capture One freezes and I have to use Task Manager to end the program in Windows 10.

    I have two internal 2TB SSD's in my laptop. I initially tried importing the images from the data disk D into Capture One on disk C. Then when kept freezing, I moved some image RAW files (both Fuji and Canon) to disk C to import into Capture One and it still froze either as a session or catalog.

    I have basically spent two full days researching the web and trying everything I can think of without any success. I notice that others have had similar problems with version 23. I wonder if trying version 22 might work.

    Still waiting for a response from Capture One tech support from two days ago. 

    Thank you for your replies. Bill

     

     

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  • SFA
    Top Commenter

    Bill,

    This is unusual, to say the least.

    Just to rule out some of the less obviously connected potential conflicts, do you have any particular Anti-Virus software on you system that might not like imported files for some reason? Probably not, but it is a potential source of such problems that needs to be considered and eliminated.

    Also, again a rather random question, is your Win V10 installations up to date?

    I have no problems running V23 on WIn 10 (or at least none that I am aware of and imports seem to be working well). 

    I know that does not help you but it does suggest that what you are experiencing is not normal.

     

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  • BeO
    Top Commenter

    Yes, you will not miss much if you installed v22 instead of v23, at least for the time being to get started. 

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  • Bill Johnston

    I uninstalled version 23 and installed version 22 hoping this would not continue happening. Tried to import Capture One sample images but states "About to import five images" with orange bar running across five segments upper left of desktop but nothing happens from there. Any further action freezes Capture One 22.

    Turned off hardware acceleration and paused Norton Antivirus while using program which did not help.

    Windows 10 and all drivers are all current. Never have had a problem with software on this laptop. Runs Lightroom, Photoshop, NIK collection 6, Topaz AI suite, DxO Pureraw3, and everything else smoothly. Sure wish I could find a fix for this.

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  • BeO
    Top Commenter

    Let's see what happens if you bypass the import step.

    Create a session and locate a folder (which has a few images) with the library tool (open system folders and click on the image folder):

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  • BeO
    Top Commenter

    Maybe your specific Xeon processor is not supported, see system requirements

    https://support.captureone.com/hc/en-us/articles/360002466277-Capture-One-system-requirements-and-OS-support

    Note: SSE4.2 CPU instruction set is required. Read more about this on Intel's website.

     

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  • SFA
    Top Commenter

    I think it may be time to take a look at the Log files if you have not already done so.

    I doubt the files will explicitly identify the problem but they might offer some clues.

    Can you import jpg files or is the import process just not working at all for anything once the import starts?

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  • Bill Johnston

    I tried as suggested creating a session and located a folder with a few images with the library tool (opened system folders and clicked on the image folder). Capture One froze right off. Thank you to all who have tried to help me. Waiting for a response from Tech Support. Might not be able to get this fixed.

    Will go back to Lightroom and Photoshop which runs well for me. I use Fuji cameras and have read that Capture One handles Fuji RAW files better so was interested in learning the software.

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  • SFA
    Top Commenter

    Bill,

    I think assessing the Log files is likely to be key here.

    You could also open C1 and take a look at the Event Log and Activities which can be found in the Window Menu (Top level menus). They may not tell you anything in the circumstances you describe but once opened they should stay open and at least attempt to report what they can (as available via the OS) about what is happening. 

     

    The Log files are a more detailed record of everything but the two mentioned above may be a quicker option.

    One more quick thought, when you installed V23 I assume you activated it using the license key provided for the subscription. Was that process entirely successful?

    Just thinking aloud here but I wonder whether there is a possibility that the process was incomplete or for some reason has left things in a state that misidentifies the nature of the license that controls what is and is not permitted in terms of functionality for different versions of C1. Or it may be trying to verify the license in some way, despite having previously activated successfully. I assume the active system is connected to the internet.

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  • Bill Johnston

    Looked at the Log files but unsure how to open them. They have names like hangdump.dmp, crashdump.dmp  and lastcrash.xmp. I just get a long list of letters and numbers. Capture One seemed to take forever to load then the buttons initially work until I try to import an image and then it freezes. Right now it just continues to say "loading". I guess I can uninstall and reinstall again. I have never had any problems with Lightroom, Photoshop, Nik collection, DxO Photolab or PureRaw3, Topaz AI collection, or any other software on this laptop. 

    Really have not been impressed with Capture One tech support. No response from them after six days. The Adobe telephone number gets answered right off with very helpful, customer friendly tech support agents on the line. What a difference. I should have tried a month free trial instead of paying for a year subscription. Never having software fail like this in the past, I just assumed it would work. Lesson learned. 

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  • BeO
    Top Commenter

    Hi Bill, 

    Did you check if your processor is supporting SSE4.2?

    You could also open the ImgCore.log and see if you find a section which looks like this:

    2022-08-07 14:40:31.046> CPU: GenuineIntel [Intel(R) Core(TM) i7-1065G7 CPU @ 1.30GHz]
    2022-08-07 14:40:31.046> CPU features: MMX, SSE, SSE2, SSE3, SSSE3, SSE41, SSE42, AVX, AVX2, FMA, F16C, MOVBE, CX8, RDRAND, RDSEED
    2022-08-07 14:40:31.046> CPU features: ADX, RDTSCP, POPCNT, BMI1, BMI2, LZCNT, SHA, AVX512F, AVX512CD, AVX512DQ, AVX512BW, AVX512VL
    2022-08-07 14:40:31.046> CPU features: AVX512IFMA, AVX512VBMI

    I would wait until support has replies, though it takes a while. If they cannot make it work on your computer I would ask for a money return.

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  • BeO
    Top Commenter

    Another idea, follow the instructions in the chapter "Rebuilding kernels" on this page:

    https://support.captureone.com/hc/en-us/articles/360002404937-Troubleshooting-Hardware-Acceleration-in-case-of-viewing-processing-exporting-problems

     

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  • Bill Johnston

    Followed instructions for "Rebuilding kernels" and still froze when attempting to import images. Hardware acceleration is set to never. Checked Capture One system requirements which I seem to fulfill. The Intel Xeon processor is more or less an i7 or i9 with more cores. Supposed to work on any software that an I7 does.

    • Intel CPU with 4+ cores
    • 16+ GB of RAM
    • Solid State Disk (SSD)
    • NVIDIA or AMD GPU with 8 GB+ RAM

    Think it best for me to just stick with the Adobe products. I have expended an incredible amount of time on this. I sure appreciate everyone trying to help.

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  • BeO
    Top Commenter

    Hi Bill,

    checked Capture One system requirements which I seem to fulfill. The Intel Xeon processor is more or less an i7 or i9 with more cores

    Maybe more, maybe less, but for computers this is not precise enough. The Xeon processor family is different. The question is whether nor not this special feature (CPU instruction set) SSE42 is supported by the CPU. This is also mentioned in the system requirements.

    This is from my ImgCore.log file

    2022-08-07 14:40:31.046> CPU features: MMX, SSE, SSE2, SSE3, SSSE3, SSE41, SSE42,...

    and you can easily check your log file within minutes, then you know for sure.

    If they don't give you the money back or you don't ask then you still can install it on any other or anyone's computer within the subscription period to test how the Fuji files are handled.

    If you are satisfied, sticking with the Adobe products is maybe a good idea anyway.

    Cheers
    BeO

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  • Bill Johnston

    BeO ~ From my ImgCore.log file. Not sure what it means.

    2023-08-19 12:18:20.023> CPU: Genuine Intel [Intel(R) Xeon(R) E-2176M CPU @ 2.70GHz]
    2023-08-19 12:18:20.023> CPU features: MMX, SSE, SSE2, SSE3, SSSE3, SSE41, SSE42, AVX, AVX2, FMA, F16C, MOVBE, CX8, RDRAND, RDSEED, ADX, RDTSCP, POPCNT, BMI1, BMI2, LZCNT, HLE, RTM

    Since Capture One tech support is not answering two requests after more than a week, not sure how I would get a refund. It's not a big deal anyway. Will just chalk it up to a bad investment. Nothing compared to a down day on the stock market. Received a notice from B&H Photo that the price of the perpetual license has dropped to $179 from $299 today. Would have been cheaper than the annual subscription.

    I have the fix for Fuji RAW files problem using Lightroom to demosaic with the DxO PureRAW 3 plugin now so really do not need the Capture One. Lightroom alone is notorius for causing "worming" with Fuji RAW files particularly with landscapes having foliage. Thanks again for continuing to help. Curious to know what the problem is. Every software installation on this Lenovo P1 laptop for the past four years has worked perfectly without a single problem.

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  • BeO
    Top Commenter

     Lightroom alone is notorius for causing "worming" with Fuji RAW files particularly with landscapes having foliage.

    This hasn't been fixed in all the recent years?

    Anyway, you've got a workflow that sounds decent to me.
    Cheers,
    BeO

    P.S. It means that SSE42 is supported by your CPU, so it seems to fulfil the system requirements.

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  • Stephen Wooten

    Try unchecking “exclude duplicates”. I was having the same issue and this fixed it, I assume because with a large number of files this was chewing up RAM. Hope this helps!

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