Support does not read emails through
I am sure you guys at PO must be swamped and all, but I am now noticing that you are NOT reading the service email thoroughly. I sent a suppor case about I problem i was having (case 221018) the subject said "During a shoot in tether, if the camera looses connection with..." and then it went on talking about a problem that every time it looses sync C1 starts renaming files with "EmptyName". Whoever read the complaint, never bothered to read it through and sent me back a script reply
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Hi Alessandro,
First, you need to solve the issue of the camera disconnecting so often:
Verify compatibility between the Camera, Capture One and OS.
Change the USB cable and check the physical connection.
Test a different computer as the USB port on the camera or computer may have gone bad.
Remove any cable extensions, including un-powered “repeater†extensions. These do not add any additional power to the signal despite marketing.
***90% of the time, using a Powered USB hub will solve the issue. This will provide a much stronger connection signal. iMacs tend to be unreliable - use a powered hub or shorter cables***
Make sure no other software like Canon EOS Utility or Nikon Camera Control is running.
Remove any CF or SD cards from the camera - their presence often confuses the computer on which method to connect to the camera.
Make sure the camera is not set to a power save or sleep mode.
Lastly, make sure the proper camera type is enabled in Prefernces > Capture > Providers: As a secondary troubleshooting step, enable ONLY the type of camera you are trying to connect. That will help prevent any driver confusion
"
How does that fir with what i was asking??? can you please read the emails. This is not the first time this happens.
thank you
"
Hi Alessandro,
First, you need to solve the issue of the camera disconnecting so often:
Verify compatibility between the Camera, Capture One and OS.
Change the USB cable and check the physical connection.
Test a different computer as the USB port on the camera or computer may have gone bad.
Remove any cable extensions, including un-powered “repeater†extensions. These do not add any additional power to the signal despite marketing.
***90% of the time, using a Powered USB hub will solve the issue. This will provide a much stronger connection signal. iMacs tend to be unreliable - use a powered hub or shorter cables***
Make sure no other software like Canon EOS Utility or Nikon Camera Control is running.
Remove any CF or SD cards from the camera - their presence often confuses the computer on which method to connect to the camera.
Make sure the camera is not set to a power save or sleep mode.
Lastly, make sure the proper camera type is enabled in Prefernces > Capture > Providers: As a secondary troubleshooting step, enable ONLY the type of camera you are trying to connect. That will help prevent any driver confusion
"
How does that fir with what i was asking??? can you please read the emails. This is not the first time this happens.
thank you
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You're right, that mail did not answer your issue. But, I think that you will be served better by replying to their email and pointing them to the real issue, maybe in slightly different words. And tell them why you wanted to raise the issue (e.g., graceful handling of shit that will inevitably happen).
Maybe venting your frustrations here is a way to release some stress (I'm guilty as well 🙄), but I don't think it will move your case any further…
Having said that, I you do have frequent disconnections, it might be useful to find out why. The EmptyName is indeed a nuisance, but so is the fact that the connection is gone, interrupting your shoot.
Success!
Peter.0
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