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Where / How do you report bugs

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17 comments

  • Official comment
    Jack W
    Admin

    You can report bugs here.

    A list of known issues can be found on the forum also.

  • Robert Farhi
    Hi,

    You go there:
    https://support.captureone.com/hc/en-us

    and then, in the upper right corner, there is a link to "submit a request".

    But there is also still this page:
    https://www.phaseone.com/fr-FR/SupportMain

    where it seems that, like previously, you could submit your ticket. But I didn't try.
    Robert
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  • Duncan Andison
    Thanks... found the submit request page but ignored it as it seemed to be purely for requests rather than software faults/nugs.... if you see what I mean. No way monitoring

    If this is the page to use they could probably do with renaming it I think.

    I've tried submitting to it although the reasons don't include faults... who knows 😊



    The other page linked to is the one with 3 blue buttons... the first being

    https://www.phaseone.com/fr-FR/SupportMain/contact-technical-support

    that is the contact page I used to use but it's now only for people with Phase One camera gear.

    The other two links are for purchasing equipment and login queries unfortunately.
    1
  • SFA
    As I understand things the old system, which was set up for Hardware support as evident from the questions to be filled in before logging a question, is still in use for Phase family camera owners and the support of those cameras and associated phase solution devices.

    To simplify things for the more numerous Capture One user base for whom the Hardware questions are irrelevant and the support request volumes probably higher, a new system is bing implemented and it's based on email communication rather than a need to log in to make and receive comments.

    The "Submit Request" option appears on many pages - notably at the bottom of the rapidly increasing number of self service articles in the FAQ section. So if one cannot see an answer that provides instant guidance for a problem it is very simple to select the link and create a new request.

    However there has been a noticeable increase in FAQ articles in recent times and many of the more commonly similar posts in this forum seem to be addressed in some detail by available articles.

    In addition it seems now to be possible to comment on the articles AND the articles show signs of being updated which suggests they are being actively managed as matters develop. If so the revised system could well prove to be very beneficial.

    So the "Submit Request" option certainly seems to be the best option for any Capture One based support activity at this time. I suspect that attempting to use the old system approach would not be very productive.


    Grant
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  • Duncan Andison
    SFA wrote:
    As I understand things the old system, which was set up for Hardware support as evident from the questions to be filled in before logging a question, is still in use for Phase family camera owners and the support of those cameras and associated phase solution devices.

    To simplify things for the more numerous Capture One user base for whom the Hardware questions are irrelevant and the support request volumes probably higher, a new system is bing implemented and it's based on email communication rather than a need to log in to make and receive comments.

    The "Submit Request" option appears on many pages - notably at the bottom of the rapidly increasing number of self service articles in the FAQ section. So if one cannot see an answer that provides instant guidance for a problem it is very simple to select the link and create a new request.

    However there has been a noticeable increase in FAQ articles in recent times and many of the more commonly similar posts in this forum seem to be addressed in some detail by available articles.

    In addition it seems now to be possible to comment on the articles AND the articles show signs of being updated which suggests they are being actively managed as matters develop. If so the revised system could well prove to be very beneficial.

    So the "Submit Request" option certainly seems to be the best option for any Capture One based support activity at this time. I suspect that attempting to use the old system approach would not be very productive.


    Grant


    The thing with most fault/bug reports they tend to every specific so the FAQ articles never cover it. It'll probably be the last time I submit a software fault report as it has taken so long to do (taking me away from my work) but it was shear determination that there must be some way to do it.

    That said, some issues which I could do with reporting are faults/bugs I reported during Beta testing an they're still there so I guess it's probably not going to do any good anyway.
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  • SFA
    The FAQs articles that are appearing seem quite specific and detailed in many cases.

    My impression is that the way the FAQ identified section is being used does not look like a typical FAQ section of a web site. Time will tell.

    Given the pressures related to OS releases, new camera support, target release dates, etc. I doubt that all problems reported in public beta testing could possibly be addressed before release. That does not mean they won't be addressed so it is still sensible and useful to report them. Service releases will likely clean them up over time.

    Given the issues that accompanied the V20 release one way or another I would imagine that much time was spent trying to deal with the ones that had a wide impact on the most users. The most serious seemed to appear only at the last minute. In fact maybe just after the last minute and primarily for Mac users.


    Grant
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  • Duncan Andison
    SFA wrote:
    The FAQs articles that are appearing seem quite specific and detailed in many cases.

    My impression is that the way the FAQ identified section is being used does not look like a typical FAQ section of a web site. Time will tell.

    Given the pressures related to OS releases, new camera support, target release dates, etc. I doubt that all problems reported in public beta testing could possibly be addressed before release. That does not mean they won't be addressed so it is still sensible and useful to report them. Service releases will likely clean them up over time.

    Given the issues that accompanied the V20 release one way or another I would imagine that much time was spent trying to deal with the ones that had a wide impact on the most users. The most serious seemed to appear only at the last minute. In fact maybe just after the last minute and primarily for Mac users.


    Grant


    True... I have to say, this release feels somewhat disorganised compared to others. Hopefully they sort things out quickly.

    It's a good job there isn't another company that offers a similar product (sessions rather than catalogue) as I think I would have moved away. I might have to start looking at using 1 catalogue per year rather than a session per job so it makes it easier to switch.
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  • Dave R
    As Grant says the FAQ section is rapidly expanding here is the FAQ I think you need
    https://support.captureone.com/hc/en-us/articles/360002740637-Sending-the-Capture-One-team-a-Feature-Request
    It seems to cover more than just features.

    Dave
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  • Duncan Andison
    David532 wrote:
    As Grant says the FAQ section is rapidly expanding here is the FAQ I think you need
    https://support.captureone.com/hc/en-us/articles/360002740637-Sending-the-Capture-One-team-a-Feature-Request
    It seems to cover more than just features.

    Dave


    Very possible, but unlike before, I have no idea if someone has even looked at the issue submitted, no way of tracking progress or if it's pending a fix etc and no longer have one place to review all outstanding issues/fault reports. It's turning into a black hole of fault reporting.

    This is similar to Beta bug reports... press send and forget about it. Never to be seen or heard of again. This year seems really bad in that the issues I've reported so far are still there...and that's from early Beta's.

    I did try to leave comments on the relevant section but the sign in process would only work if you allow full cookie access and as I don't allow tracking, it have me a blank webpage.

    So, I think today is the last time I waste my valuable time trying to report problems especially as they don't appear to do anything about them anyway.
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  • Thomas Kyhn
    Top Commenter
    DAndison wrote:
    Very possible, but unlike before, I have no idea if someone has even looked at the issue submitted, no way of tracking progress or if it's pending a fix etc and no longer have one place to review all outstanding issues/fault reports. It's turning into a black hole of fault reporting.

    This is similar to Beta bug reports... press send and forget about it. Never to be seen or heard of again. This year seems really bad in that the issues I've reported so far are still there...and that's from early Beta's.

    I did try to leave comments on the relevant section but the sign in process would only work if you allow full cookie access and as I don't allow tracking, it have me a blank webpage.

    So, I think today is the last time I waste my valuable time trying to report problems especially as they don't appear to do anything about them anyway.

    Indeed. Their handling of user feedback is pretty unfortunate.
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  • SFA
    DAndison wrote:
    David532 wrote:
    As Grant says the FAQ section is rapidly expanding here is the FAQ I think you need
    https://support.captureone.com/hc/en-us/articles/360002740637-Sending-the-Capture-One-team-a-Feature-Request
    It seems to cover more than just features.

    Dave


    Very possible, but unlike before, I have no idea if someone has even looked at the issue submitted, no way of tracking progress or if it's pending a fix etc and no longer have one place to review all outstanding issues/fault reports. It's turning into a black hole of fault reporting.

    This is similar to Beta bug reports... press send and forget about it. Never to be seen or heard of again. This year seems really bad in that the issues I've reported so far are still there...and that's from early Beta's.

    I did try to leave comments on the relevant section but the sign in process would only work if you allow full cookie access and as I don't allow tracking, it have me a blank webpage.

    So, I think today is the last time I waste my valuable time trying to report problems especially as they don't appear to do anything about them anyway.


    Not correct in my experience.

    You should see an automated acknowledgement of the report via email. And then an email when some one responds. The emails have a full record of the "conversation" and thus one has a local record of what has been communicated without the need to log in anywhere. Even you most recent replay will, presumably, be saved in your sent mail folder.

    In general I'm not a great fan of email trail Support Systems. However my experience with this one so far shows signs of development and improvements since it was introduced and it will be interesting to see how it progresses.

    The impression so far may have been damaged by the problems that clearly caught everyone out at the time of the V20 release and the poorly understood pre-purchased upgrade process compounded by the annual battle of the MAC and Windows OS update releases.

    To introduce a new Support system process at the same time seems like a "brave" decision.

    That said the reality may be that there is NO good time to do that to one just has to go with it and handle, somehow, whatever it throws at you.


    Grant
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  • Duncan Andison
    Yeah, not a fan of email based replies/updates at all.

    I receive god knows how many biz emails in a day and that particular email with a reference number on it is already buried. It's been flagged and I guess I'll have to create a separate email workflow to prevent them from being accidentally deleted.

    Brave to introduce a new system? maybe... or foolish when you already had an a good ticket based system?!? time will tell but for now, I'm not going to waste any more time trying to provide them with user support/feedback.
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  • SFA
    The thing is the new system appears to be an implementation of zendesk which in recent times has become a very popular choice for support systems.

    One might therefore hope that things will settle down and mature nicely after a somewhat fraught birthing experience.


    Grant
    0
  • Thomas Kyhn
    Top Commenter
    SFA wrote:
    DAndison wrote:
    Very possible, but unlike before, I have no idea if someone has even looked at the issue submitted, no way of tracking progress or if it's pending a fix etc and no longer have one place to review all outstanding issues/fault reports. It's turning into a black hole of fault reporting.

    …


    Not correct in my experience.

    You should see an automated acknowledgement of the report via email. And then an email when some one responds. The emails have a full record of the "conversation" and thus one has a local record of what has been communicated without the need to log in anywhere. Even you most recent replay will, presumably, be saved in your sent mail folder.

    …

    There's clearly no way of seeing the state, progress, etc., of an issue. Whoever responds to a support request may tell you that your request has been forwarded to whatever department, but that doesn't say anything about what they're actually doing about it.
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  • Duncan Andison
    thomaskyhn wrote:
    SFA wrote:
    DAndison wrote:
    Very possible, but unlike before, I have no idea if someone has even looked at the issue submitted, no way of tracking progress or if it's pending a fix etc and no longer have one place to review all outstanding issues/fault reports. It's turning into a black hole of fault reporting.

    …


    Not correct in my experience.

    You should see an automated acknowledgement of the report via email. And then an email when some one responds. The emails have a full record of the "conversation" and thus one has a local record of what has been communicated without the need to log in anywhere. Even you most recent replay will, presumably, be saved in your sent mail folder.

    …

    There's clearly no way of seeing the state, progress, etc., of an issue. Whoever responds to a support request may tell you that your request has been forwarded to whatever department, but that doesn't say anything about what they're actually doing about it.


    It's a shame really... they do so many things really well, some excellent features etc but then throw it away by frustrating the hell out of there customers when reporting problems or requiring help.

    Both Adobe and Capture One could seriously learn a lot from Affinity in terms of providing support forum/reporting etc.

    I would be happy if they were Brave enough to copy that system... then they may end up with good customer support which could go a long way to improving their software as well through organised/transparent feedback.
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  • Ian Leslie
    SFA wrote:
    The thing is the new system appears to be an implementation of zendesk which in recent times has become a very popular choice for support systems.

    One might therefore hope that things will settle down and mature nicely after a somewhat fraught birthing experience.


    Yes, lets hope. Zendesk can do the things we want and it does have some nice stuff. Such as when you enter your problem a list of possible matches from their documetation and knowledge base comes on screen - if your problem has already been solved you might just get your answer as you are entering the information. And then again when you press submit it provides links to more content that may be a match and offers to continue submitting the ticket or say you found the answer in their documentation. These features alone should help with common questions once the knowledge base is filled in.
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  • Grant Hodgeon
    Every day people complain about this and every day there are apologists trying to use any excuse to justify it. Time of day, Christmas holidays, A new release, Apple's fault... It's the way Dane's are... Bla bla bla.

    For years. This isn't about waiting for tomorrow for progress. It's about seeing the same pattern every single time and changing something.

    Every step thus far (and I only count since v9 as that's when I started using Capture One every single day for the past god knows how many years) has been detrimental to the reputation and stability of the product.

    There is zero excuse for the way this is handled currently. It must be challenged and it must change.

    But good luck.
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