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Windows version 16.3.5 crashes when trying to open HDR MERGE WITH .NEF files created from Nikon Z8, Z9

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9 comments

  • SFA
    Top Commenter

    Charlie,

    If you are sending a standard Crash report from the computer's OS this will have nothing to do with Capture One.

    If you feel you need direct technical assistance you would need to submit a support Request.

    Submit a request (captureone.com)

    However, expecting a fix today may be optimistic, especially for a potentially complex, multi-factor problem.

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  • SFA
    Top Commenter

    I see that Z2 firmware V2 appears to be a recent release and adds some new features.

    Does your merge process work with images taken before the Firmware V2.0 update?

    Is it possible the current problem images have used some of the new facilities offered in V2.0?

    I note that pixel shift and multi-shot features are mentioned. Also that images taken using the will likely need to be merged in NX Studio before anything else can process them (according to an item on the DPReview site.)

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  • Charlie

    I've submitted a full report with CRASH data and NO new features like pixel shift used.

    *I've heard and have read, C1 has once again had major layoffs is this the issue with the lack of response and fix on C1s part??? 

    https://petapixel.com/2024/01/30/capture-one-lays-off-staff-amid-a-significant-internal-restructure/

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  • Charlie

    MAJOR BUG

    1. If you delete the crashed session
    2. Restart C1 and start new session
    3. Re-Import photos
    4. Work up/Edit 1 single file No Crash
    5. However if you attempt to stack/HDR merge CRASH and you CAN NOT REOPEN SESSION - AND C1 WILL NOT OPEN EITHER.

    1
  • SFA
    Top Commenter

    Are you using Windows or Mac, Charlie?

    Either way, it may be worth sweeping the system to ensure that any random old temporary files are cleared out and, maybe, clear the plist entries or rename the userconfig files (Mac and Win respectively) to see if that makes any difference.

    A crash may well leave a session of catalog with a lock file in place since it will not have closed cleanly. 

    The log files may provide clear clues about when the crash occurs but, unless one is very familiar with the files and the technical side of the application, that may not help much. I obviously don't know where you stand in terms of diving into technical stuff so don't take offence if this sounds patronising in any way.

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  • Charlie

    Windows, It was suggested to downgrade to 16.3.4.1884 and it works. However, I have to ask where are the C1 technicians? This suggestion did not come to me via C1 support. The lack of corporate support and the articles written about the shake up ant C1 has me scratching my head.

    https://petapixel.com/2024/01/30/capture-one-lays-off-staff-amid-a-significant-internal-restructure/

    https://www.videomaker.com/news/capture-one-confirms-layoffs-as-part-of-restructure/#:~:text=The%20company%20also%20laid%20off,again%20been%20forced%20to%20downsize.

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  • SFA
    Top Commenter

    Well, if you logged a Support Case you might expect some direct contact, usually via email, from technical support but there are no guaranteed service commitments that I am aware of.

    That may be a little different for Enterprise License holders and perhaps major corporate customers. I am not certain of that but it seems likely.

    I don't think many companies offer rapid on-line support these days, though there may be exceptions. I can't begin to guess how much a license would cost if any level of support was to be guaranteed. 

    Having stumbled across your other posts, in particular the one in the thread about the known problem with Nikon-derived DNG files, it seems clearer that the problem has been reported, is being addressed and a correction can be expected in a future release,

    In recent times releases for problem fixes have been quite regular and rapid, always providing the "fix" can be engineered rapidly and is not reliant on something with wider implications. However, "quite quickly" will likely be weeks rather than days and certainly not hours.

    If you have created a Support Case and have a reference number you could log into the case and add some comments with a view to prompting a response. I'm not sure that you would see anything over a weekend - but you might.

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  • Charlie

    Victor (Capture One)

    Feb 20, 2024, 15:26 GMT+1

    Hi there,
     
    The latest version of our software, Capture One 16.3.6, is now available for download. Your reported issue has been fixed in this new release.
     
    You can download the latest Capture One 16.3.6 here and view the release notes here.
     
    If you experience any difficulty after running this update, then please let me know.
     

    Best regards,
    Victor
    Capture One Support

     

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  • Charlie

    Recent issue today. My sessions folder with all my edits will not open. All the imports and work...poof is gone. I've tried restarting and reopen and nothing but a empty session. All the folders I can see and the session icon, however when try to open it or point C1 to it the work screen is empty. This is work from yesterday.

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