C1 Pro 3.7 freezing every 2 minutes!

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20 comments

  • Anonymous
    imon,

    Capture One should not be using 100% CPU.
    System Requirements are:

    OS: Windows 2000 or XP
    CPU: Min PIII, P4 Preferred
    RAM: 512, 1Gb Preferred

    Close all other programs.
    Work with RAW files only, located within folder on your local C: drive and added as a permanent Session/Collection. Never work from a CF card. Allow the Preview files and Work (thumbnail) files to build for the session.

    What if any Preference settings have you changed from the default?
    Please include any further details of workflow to consider.

    Let us know how this goes for you.

    Sincerely,
    k c
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  • Edward Leiken
    Try disabling your anti-virus program just to see if that's it. It sounds similar to other issues I've heard with different software. It's easy to do just to check. A little more RAM would probably help as it might be caching a huge amount of data to disk. What speed and type of processor do you have?
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  • hvr_oosterzele
    I have a 2.65 MHz P4 running XP Pro with 1 GB RAM and a LOT of diskspace.
    I regularely have the same problem, C1 freezing and keeping my CPU at 100%. The only way to solve is is to end the program, if needed in the Windows Taskmanager. Very annoying indeed.
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  • Anonymous
    Hi,
    I have the exact problem as well. I have over 1 gb RAM and about 10 gb of free diskspace left. The only program I´m running is C1 pro 3.7. This is the second day I´m trying the software and I really like it except for the freezes every 2 minutes. This seems to happen every time I scroll down the list of the raw images.
    I´m thinking of going back to using adobe raw if this problem remains!
    Martin
    Stockholm
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  • imom
    In fairness to Phase One, the problem only persisted for a few days and hasn't arisen since. Very mysterious as I made no obvious changes to the system.

    it's working well now. Sorry that I can't help others with this issue.

    Keith, when I say that C1 was using 100% of system resources, that was only once the program 'locked', not during normal use.
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  • Sheldon1
    And in unfairness to C1, this problem persists for me to the point it is unuseable. I can go back to version 3.5 and work without these freeze ups. That tells me that it is something in version 3.7 Pro. Telling us to turn off anti-virus, not have any other programs open, etc. just is an excuse. I can't believe that it is taking so long for C1 to actually acknowledge that this is a bug.

    I passed on the 3.6 version as many other forum boards said it was flaky. Now I wished I had passed on using one of my upgrades to get something that is only occupying hard disk space and is virtually unuseable.
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  • Anonymous
    This is not a Bug, it is bad behavior and there is almost always a solution.

    Capture One is quite stable and there are many thousands of Users using it daily without problems. When issues do arise, it is always easy to blame the software rather than troubleshooting what variables and possible problems exist on a local machine or were introduced in a workflow. Those unwilling to investigate all possibilities, ask questions, research Knowledge Base articles, or Create a Support Case, typically end up stuck-in-the-mud and quite unhappy. 😭

    Offering suggestions is never an excuse, it is part of the analytical process. You would be amazed at how often the Technical Support Answer is a simple one, ... these are the ones most easily overlooked. Attempting made suggestions eliminates variables to a problem.
    No effort made = no success 😉

    If you have more than one version on a machine, depending on install location, this can create problems.
    A fresh clean install will often be the fix.
    See Knowledge Base article #1665 on Cleaning a Windows machine.
    http://support.phaseone.com/KB/Home/Sea ... nguageID=1

    Loading existing Sessions/Collections
    from a previous version has to rebuild all Thumbnails and Previews and transfer image data; and these need to be established before working on image files.

    Variables:
    >RAM modules go bad
    >Operating System installs corrupt and need reinstallation
    >Using a Mouse wheel to scroll with outdated drivers creates problems
    >Network and External Hard Drive configurations can cause issues.
    >Preference setting at Save Options tab locks-up some systems
    >Incomplete download of software from web site due to ISP interruptions
    ...and many many more.

    The Update to v3.7 was free and no upgrades were charged. 😄

    Sincerely,

    k c
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  • David7
    [quote="Keith Carpenter" wrote:
    (1) This is not a Bug, it is bad behavior and there is almost always a solution.

    (2) When issues do arise, it is always easy to blame the software rather than troubleshooting what variables and possible problems exist on a local machine or were introduced in a workflow.

    (3) Those unwilling to investigate all possibilities, ask questions, research Knowledge Base articles, or Create a Support Case, typically end up stuck-in-the-mud and quite unhappy. 😭

    (4) You would be amazed at how often the Technical Support Answer is a simple one, ... these are the ones most easily overlooked. Attempting made suggestions eliminates variables to a problem.
    No effort made = no success 😉

    (5) If you have more than one version on a machine, depending on install location, this can create problems. A fresh clean install will often be the fix. See Knowledge Base article #1665 on Cleaning a Windows machine.

    (6) Variables:
    >RAM modules go bad
    >Operating System installs corrupt and need reinstallation
    >Using a Mouse wheel to scroll with outdated drivers creates problems
    >Network and External Hard Drive configurations can cause issues.
    >Preference setting at Save Options tab locks-up some systems
    >Incomplete download of software from web site due to ISP interruptions
    ...and many many more.

    Sincerely,

    k c


    OK, as to your response on this "non bug."

    (1) Call it a "bug," call it "bad behavior," or whatever you wish, but it is a REAL problem that affects quite a few paid customers like myself. And for over two months now, I (we) have been awaiting the "solution." 😕

    (2) Consider this... I have used this software (CO) since version 1, as well as in all the subsequent versions that have followed, and have never had this problem of "freezing up." I have exhaustively troubleshooted the variables, and have not introduced any bizarre behavior into my workflow. That being said, I "am" blaming the software. ❗️

    (3) I "HAVE" investigated the possibilities, I "HAVE" asked questions (and received no answers), I "HAVE" researched knowledge base articles and I "HAVE" created a support case (again, no answer). I "DO" feel "stuck in the mud," and I "AM" quite unhappy. 😡

    (4) I'd love to "HAVE" a technical support answer, or any kind of answer for that matter... I've attempted all the suggestions I have come across, and the way I feel is; Every effort made = no success 😭

    (5) Been there, done that... Same problem exists. 😡

    (6) None of the variables you presented apply. ☹️

    So, what now?
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  • Anonymous
    DAJr,

    My feeling is that the Solution is at the System level. Support has installed v3.7 on a variety of machine configurations, tested considerably; and have not had any behavior near what you have been experiencing.

    I guess I would Defragment disks, test RAM module, completely maintain the computer and if all fails,... Wipe the drives clean, reinstall Operating System and start over.

    Please provide your Support Case # and I can check its status.

    Sincerely,

    k c
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  • David7
    [quote="Keith Carpenter" wrote:
    Please provide your Support Case # and I can check its status.


    Keith,

    I never did get a Support Case # from P1...

    I did use the "Provide Feedback" feature in v3.7, and provided specifics about the problem, and also detailed my computer setup, but never had any response from P1.

    As far as your suggestions in the previous post...

    First, many others are having this same problem, so there IS an issue.

    I have defragmented the disks and tested the RAM modules. My computer is "very" well maintained. I don't play games with it, I just have a few Photo/Graphic apps (Photoshop CS2, Quark XPress, C1, CorelDraw, etc.) that I use, so in essence, I run a pretty tight ship as far as computer maintenance is concerned.

    I am not having, and have not had any problems with any of my other software, as well as with my current installation of C1 v3.5, so wiping my drives clean and performing a reinstall of my OS (XP-Pro SP2) is not an option. I'm working on this computer all day, every day, and just can't afford to have that much down time. The time it would take to re-install the OS, my apps, and reconfigure the preferences would be too great, and to be honest, I'm fairly sure that it would be a total waste of time in this case.

    Thanks for your response, and I eagerly await some resolution to this problem.
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  • hvr_oosterzele
    Same here, I was adviced to clean my machine according to what is described in the knowledge base article 1665. I followed the complete procedure, erased everything from my machine, including the entries in the registry and installed V3.7 from scratch. Guess what? Problem remains !!!

    Now the advice is to completely reinstall the OS and all software?? You must be joking?? This takes hours of work!!
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  • geophoto
    The \"freeze\" problem is an issue for me, too. Like others, I am quite sure the problem is not in my OS, fragmented drives, etc. I have the problem on three seperate computers (all of which run licensed copies of Capture One). Like others, I have also reported the problem through the software and have not received a case #, however I did receive some help during the \"public beta\" stage.

    I have also gone back to 3.5, as it is the only version that I find stable enough to use.

    It is clear to me that this problem does not affect everyone. I am curious if the others having the issue would consider themselves \"heavy\" users, or if they run the software on a network. My raw and preview files are on a network, and I can capture as many as 700 - 1,000 files per day on very busy days. I suspect that this may be part of the problem, but 3.5 does not have this issue.

    I sincerely hope that this issue gets solved. At the very least, PhaseOne needs to acknowledge that there is an issue here for some users.

    The suggestions made here regarding reinstalling the operating system are not an option for me, and I doubt that this would solve the problem. I run a business and don't have time to reinstall an OS when everything else I run has no problems.
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  • Galen11
    I've been mildly surprised to see how many people share this problem, particularly when I reported the behavior with 3.6 over at rawworklfow and the thread promplty died. 😉 For the sake of documenting the details of my experience for others to compare:

    - Here's what I've got:

    Win XP SP2
    1.5 gig Corsair RAM (I seriously doubt bad memory is the issue)
    250 gig in RAID 0
    ATI All-in-Wonder 9800, 128MB
    Intuos 2 Tablet connected via hub (mentioned as a potential factor in other threads)
    Intellimouse Explorer 2.0 wireless mouse
    Canon EOS 20D
    All drivers have been regularly updated

    - Here's what's running in the Task Bar:
    Norton AntiVirus
    Webroot Spy Sweeper
    Sunblet Software CounterSpy
    Spam Pal
    Phase One Media Reader (which, by the way, fails to detect the card upon insertion)
    Various media programs (ATI, Creative, Roxio)

    - Here's what I've done:
    Uninstalled 3.6 per detailed instructions in Knowledge Base Article ID #1665
    Manually removed the Phase One folders in Program Files
    Cleaned up any remaining traces I could find in the registry
    Allowed Norton Systemworks to additionally remove any dead references in the registry
    Rebooted
    Defragged
    Installed 3.7. For the sake of \"cleanliness\", I did not preserve previews or work files
    Loaded etc. profiles for 20D
    Created a support case when the problem appeared - no resolution
    Submitted info via technical feedback in 3.7. - no resolution


    For me, the freeze occurs when scrolling either with the arrow keys, or by clicking with the mouse button. I don't tend to scroll in Capture One with the scroll wheel. I normally have between 200-400 shots per folder. I've tried cleaning the preview cache, tried having only one folder active (aside from Capture and Trash), and I've tried making the collection permanent, all per other suggestions I've seen from Phase One. I've rebooted and restarted and made sure that all captures and previews were generated before doing anything. I can start scrolling through the images and pretty much guarantee a freeze within a minute if I scroll too fast.

    Galen
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  • E Michelson
    Hi Everyone--

    All of you folks who are having problems with crashing or freezing while browsing thumbnails please log on to http://support.phaseone.com if you have not already done so.

    Please provide a lot of details, like Galen did in the post above. The more info we have-- computer info, raw file info, workflow details, file locations, currently running programs, etc... the better job we can do in determining where problems may lie and how they can be fixed.

    This could be a bug that only occurs under certain conditions. This forum is great for airing out problems to fellow users but it is not the best place for us to compile user reports that my point to a problem with the software.

    The support logging system allows us to observe patterns of software usage that enables us to discover where problems are. Keep up the chatter here-- that's good-- but create a support case too!

    We promise our best efforts to sort this out.
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  • E Michelson
    BTW-- when you use Capture One to provide technical feedback through the web form consider that a one way valve-- you will very likely not get a reply. Your report is sent directly to the development/test team, it is read very carefully and the data is entered into a testing system, be assured of that, but they rarely make direct replies.

    Using the feedback option is not the same as creating a support case so you won't get case number there. When you do use it please provide as much detail as practical remembering it is not a two way conversation like the creating a case at support.phaseone.com is.
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  • Sheldon1
    I finally created a support case on this today. It is frustrating to say the least and I have done everything that they say to do.

    I must go back to v3.5 in order to get done what I have to.
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  • hvr_oosterzele
    So did I, for the 2nd time 😭
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  • Ian1111
    Folks,
    I have spent many hours trying to debug a lockup situation and the crashing.
    The lockup I believe has been fixed and will be part of the July 3.17.1 release.

    Crashing, I have had a really bad time with this issue and as it was only occuring in PO/C1 of course I blamed PO. Wrong answer. It occured with a number of different motherboards from different manufacturers.

    Things I have done to resolve this issue.
    I had 3gb of DDR memeory, 2 1gb twinx 3200 and 2 512mgb twinx CL2, removed the 2 512mb chips.
    Next was the USB devices and I have had many very bad experiences with this type of connection. Some devices don't like being on USB 1.1/1.2/2.0 ports they only like USB 2.0. They make the PC look like it has faulty hard drives, faulty memory, doesn't boot reliably. The final fly in the ointment is my HP Ipaq 2210, if I leave this connected occassionally the mouse or the keyboard don't work on coming out of screen saver. I put it on its very own USB 2.0 port and that has reduced no stopped PO crashing and mouse/keyboard issues. I now try not to leave the Ipaq in its cradle.
    Send it off for repair, it has been away 3 times and twice had it internals replaced under warranty. I just think they are a poor design, there other issues that help me come to that conclusion, they are a step up from a DOS operating system, not reliable and not stable.

    Some thoughts that might help somebody overcome their crashing problem.
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  • hvr_oosterzele
    [quote="RF Cat" wrote:
    Folks,
    I have spent many hours trying to debug a lockup situation and the crashing.
    The lockup I believe has been fixed and will be part of the July 3.17.1 release.


    Is this true? Can we get an official statement about that??
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  • Ian1111
    We will have to wait for a formal announcement from PO. Not being part of the PO company I am not in a position to make definite statements about PO software until I try it and it doesn't do what I expect.

    😄 😄 😄 😄 😄

    Ian M
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