welcome screen blank/ software won´t run
Hi, I started a supportcase for the problems I encounter with Capture One 7, but haven´t received useful answers.
On my windows 7 pro 64 bit machine version 7.1.5 wouldnt allow me to use the right click with an intuous 4. I tried out several drivers, for the wacom ( up- and downgrade) but no : rightclick only with the mouse. So i was recommended to update to Version 7.1.6 which I did , following the link with the deinstall routine.
When I now start Capture I ´m seeing a blank wlecome-screen with only one option upper right corner: close. when I close it a message pops up: " Please close the start- assistant to use capture one. The software will now close down"
which is exactly what happens: capture one closes. No possibility to run the software at all.
I followed the deinstall circle several times, but still the same blank window, followed by the same message. I tried with installing 7.1.5 again: same !
Anyone with the same problem or even better : an idea to solve it? thanx.....
On my windows 7 pro 64 bit machine version 7.1.5 wouldnt allow me to use the right click with an intuous 4. I tried out several drivers, for the wacom ( up- and downgrade) but no : rightclick only with the mouse. So i was recommended to update to Version 7.1.6 which I did , following the link with the deinstall routine.
When I now start Capture I ´m seeing a blank wlecome-screen with only one option upper right corner: close. when I close it a message pops up: " Please close the start- assistant to use capture one. The software will now close down"
which is exactly what happens: capture one closes. No possibility to run the software at all.
I followed the deinstall circle several times, but still the same blank window, followed by the same message. I tried with installing 7.1.5 again: same !
Anyone with the same problem or even better : an idea to solve it? thanx.....
0
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Maybe a .Net problem?
What version of .Net is on your machine, and is it healthy?
(I should add that this isn't very to be the issue, but it's a starting point).0 -
Hi Keith, thank you for your answer. It´s .net Version 4 running (smoothly) since middle of 2012. But I´m not shure whether this is causing problems, as far as my experience goes it´s usually Capture .....
Maybe I made a mistake while deinstalling:
One thing in the deinstall-routine wasn´t quite obvious to me:
"4. Delete this folder: C:\Program Files\Phase One\Capture One 7 [or 4/5/6]"
But in win7 64bit there is only Rrogramdata and Programms, no folder named: Programfiles . So I was deleting from Programdata, not Programfiles. Is this correct? I´m afraid to delete from Programfiles, because I might loose my licensekey, as it wasn´t recommended to deactivate the licensekey before upgrading.0 -
capture is still not running, but I know a few new facts:
-the capture folders in c: programs have to be deleted as well
-license-wise no problem, because you can deactivate the license online
-.net can be repaired
did all that, cleaned the registry, repeated all as admin, did some else things ( filing more under superstition, than pragmatism) like deleting the empty capture folder from the start-menu, restarting after every single
action....aaaaand:
the same black welcome-screen, followed by the message that capture will close now.
anyone any idea, except processing with alternative software?
thank you!0 -
I think you'll need to raise a support case, Rasirosi... 0 -
It certainly sounds like something is left over and is interfering in a big, but unseen way.
First, I am surprised that you had to uninstall 7.1.5. I had all the 7.x versions, and am now running 7.1.6, and I don't believe I ever uninstalled a version myself. I simply ran the newest download, and it installed on top of the old version.
That said, at this point, if it were me, I might try to reinstall an older version, eg 7.1.5, and see if that runs properly (forgetting the wacom for now.)
If 7.1.5 runs right, I'd download a new 7.1.6 and run the install package without uninstalling anything.
If that didn't work, I might try putting the program on a different drive - in my case I'd try the D drive where I have a Programs2 folder. And maybe even create a new user.
Good luck,
Jim0 -
thank you, jim!
i only deinstalled after the support recommended it, after installing 7.1.6 on top of 7.1.5 led to the problems described.
"That said, at this point, if it were me, I might try to reinstall an older version, eg 7.1.5, and see if that runs properly (forgetting the wacom for now.)" did that, but it didnt work out= same problems
"If that didn't work, I might try putting the program on a different drive - in my case I'd try the D drive where I have a Programs2 folder. And maybe even create a new user." yes, sounds logical, better than reinstalling the whole system
. which i had to do, when installing capture 6 ( or was it 5?) went wrong.
is installing and running capture generally that awkward on windows? could be much smoother, the only software i know, causing that much trouble. at least thats my experience. support did recommend today to buy a new computer, harhar,
i think they were talking about a mac.....0 -
I have, as far as I can recall, never uninstalled C1 (or almost any other program in Windows) for an upgrade.
I usually install in a new directory though. My personal preferences - not something I think is important so long as all goes well.
MACs. on the other hand, seem to require greater tender care in that respect. Never used one in anger so I cannot be sure but the few months I had with one in the desk in a commercial environment (before they changed to PCs) did not inspire me with confidence. That was a long time ago though.0 -
[quote="rasirosi" wrote:
is installing and running capture generally that awkward on windows?
Nope. Like Jim and Grant, I've never had a moment's problem simply installing over a previous version.
This is true for me right back to Capture One 3.0 -
[quote="SFA" wrote:
I have, as far as I can recall, never uninstalled C1 (or almost any other program in Windows) for an upgrade.
......
Me too.0 -
[quote="rasirosi" wrote:
....better than reinstalling the whole system
. which i had to do, when installing capture 6 ( or was it 5?) went wrong.
........
This doesn't sound good at all.
Could you describe your pc, ram, drives, etc.
edit - and virus protection?
Try running the free malwarebytes. http://www.malwarebytes.org/
Jim0 -
[quote="rasirosi" wrote:
.... support did recommend today to buy a new computer, harhar,
i think they were talking about a mac.....
Well I have to say that I would be surprised if that was the case given all the tales of woe one reads on the other threads and, indeed, on the wider coverage such technology across the internet. None of it is perfect.
One slightly random question.
Do you run 2 monitors or have you got any special settings related to your graphics card?
Not specifically C1 issue in this case.
I have an i7 powered Win7 Pro 64bit system which is about 10 months old. No real problem in that time but I had the whole things crash a few days ago. I was not actively using it at the time. I think if happened when attempting to hibernate. This happened once before about 3 months ago. On both occasions I had an external Monitor connected via HDMI to run dual screens. It's not something I normally do and it may be unrelated but is does suggest there might be some conflict there. I had several applications running at the time - browsers and so on a well as C1 and some other programs. I did not have time to investigate the crash dump output or oog files at the time and it didn't really seem that obvious that I should have done but thinking about it afterwards it might have been useful.
Of course if my suspicions about the dual monitor setup being the source of the problem is correct it should be easy enough to create the conditions for it to happen again ...
BTW - is your second message "Please close the start assistant ...." being displayed UNDER the blank startup screen, possibly. It seems to be in the wrong order of display. Almost like you are ave already closed C1, as it suggests you should do, before you respond to the message.
I have no idea why you get the message in the first (or in this case second) place nor why you see a blank start up screen.
Grant0 -
Thank you for your input, guys!
Couldn´t solve the Problem yet.
........[/quote]
This doesn't sound good at all.
Could you describe your pc, ram, drives, etc.
My PC:
win Pro 7 x 64
I5 CPU 760@2.80GH
16 GB ram
Nvidia Gforce GTX 470.
4 Harddrives:
Raptor 150 GB for the system/installations
1 Swap disc 600 GB ( mainly for CS)
Two Data 2 TB als RAID 1
Single Monitor: Eizo CG 303W
edit - and virus protection?
Try running the free malwarebytes. http://www.malwarebytes.org/
avira virus protection
I only! encounter problems when updating Capture One, so I´m meanwhile afraid of doing so.
How vain to think I could go for a right-click on the wacom pen!
I´m a post-producer, not into digi-support or shooting myself, so I´m solely using capture to
process raws.
Any further ideas are more than very welcome!
best regards, rr0 -
Going right back to your first post on this thread - what is the "Start Assistant"?
Is this some proprietary software from the hardware manufacturer?
Given the process you have described as part of the attempt to resolve the problem I am left with 2 thoughts.
Firstly the "Start Assistant" may be something that, inadvertently, is preventing C1 starting up correctly even though it is properly installed.
Secondly that something in the temporary file areas is not being cleared out by deleting a previous installation (and maybe is the sort of thing that would not normally be cleared out) but has become a problem for some reason. Any personalization that you might have made - Workspaces, templates, things like that would persist (we would hope) during an update but then in the very rare event that something in there was not right, so would related problems.
But I think we need to look at whatever "Start Assistant" is first - unless of course you have already been through all of that with the C1 support team.
Grant0 -
Hi Grant,
I was translating the term " start-Assistant" quite literally from the german version, I´m running.It´s part of capture one, obviously, but maybe it´s named different in the english version.For the supportteam the german term seemend common.
Yes, I think you are right, something wasn´t deleted entirely and prevents the software now from running.
But what? all hints by the support-team couldnt help me solve, at least until now.
this week I´m working in my second office with another pc and I have to wait until next week to have my next session with support. On my second pc I won´t dare to touch the capture installation and will happily work without wacom pen right-click....
best,rr0 -
I'm not sure what the Start screen you described can be.
All I see as C1 starts up is the credits/licence info window. I have the Welcome screen turned off. C1 then auto opens the last session in use (mostly, unless I set it some other way before closing). You mention the welcome screen separately so perhaps it is not that?
On a new install one would get the Activation prompt screen until activated.
Are there other screens that can appear?
Maybe it is something missing rather than something not removed or updated by the delete and install exercises?
If we are doing puzzles today ... does anyone want to join in a puzzle about an external USB3 drive that is fine for Read activity but gets progressively slower and almost stops doing anything during write activity? It's not full. Only about 350GB on a 4TB drive - so about 10% used in practical terms.
If so I'll start another thread although it is not really a C1 problem - it's not happy with anything writing to it at the moment!
Grant0
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