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Unknown Issue?

SharonD
I am running Captrue One 5.1 on a few pc's (windows XP). My current issue is that over the last two weeks the software has encountered a problem, the dialogue boxs appears for this and I have sent off the information as required. I originally thought that this was a problem with one pc, but in the last two weeks it has happened to 3 others i am using. My only solution has been to uninstall, then remove any remaining info manually, then re-install the software. I did not have this issue with 5.0. Is there a problem with 5.1 that perhaps you are unaware of?

Just to let you know - I did try to post this as a support case in my phaseone account but when i put in the above information, it keeps taking me to the FAQ (which doesnt help with this issue) and not the next stage for the support case.

Sharon
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Comments

4 comments

Date Votes
  • Drew Altdo
    Sharon,
    Can you provide details?
    Also, the step which takes you to the Knowledge base is 2 of 3, clicking "Next" in the upper right brings you to the completion of the support case form.
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  • SharonD
    Hi Drew,

    I am running windows XP professional on all the pc's, I use the software on all the pc's running as Digital Back only (as there is no camera attached to these pc's). I had been using the software to process off images i had captured earlier in the day, i discovered that a mistake had been made so closed the software and went back to my P45+ to rectifiy the error. Once captured i then took the images to the other pc to process off (this is how I always do it), and relaunched the sofware - it starts to load then the screen appears that "capture one has encountered a problem and needs to close" and on the last occasion would not even let me send the fault report, as it shut down immediately after the error appeared on the screen. When this happened before I had to remove the whole application from the other computer (including any residual CO information) and reinstall from the website to get it working again. Which I am now doing to the current pc with the problem. Hope this helps if you need more information let me know what info it is and i will send it on.

    Also i tried again to make a fault report but it still takes me to the FAQ screen with no next button.

    Regards
    Sharon
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  • Drew Altdo
    Sharon,
    Please create a support case and let us know how the uninstall/reinstall process went. If there is no success with that method the files may have simply been corrupted when transferring from one machine to the other.
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  • Doug Peterson - Capture Integration
    [quote="NN888572" wrote:
    Also i tried again to make a fault report but it still takes me to the FAQ screen with no next button.


    Maybe you're using an older web browser or have some unusual plugin/resolution-setting or such on the browser? The Next button should definitely be there. Maybe you could log on and submit the case from a friends computer or a work computer?

    Doug Peterson
    CaptureIntegration.com
    Phase One / Leaf Dealer
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