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C1.4 Not Opening or Importing FIles

Ciaran1
Hi, I'm new to the group and to Capture One. I'm having trouble importing files. I've contacted Support and other than the usual "have you tried this"? or "you could try that" attempt at solutions I'm baffled. C1.4 will just not open any files from anywhere - CF Card, DeskTop, Existing files - Anywhere !! Has anyone else experienced this and have you found a solution.
I downloaded onto another PC with Faster Internet Speed, burned a disc and set-up onto my photo PC (which has no Internet access). Install went fine, everything seems okay. I even tried an uninstall and reinstall but to no avail.
If I can't get a solution am I entitled to a refund ? Many thanks Ciaran
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Comments

13 comments

Date Votes
  • Paul Steunebrink
    Hi Ciaran,
    Although your message sounds loud and clear, the devil is often more in the details. Let me try some options.

    First, use CO 4.1. If you have that make sure you either run it in the (30 days) trial mode or have it activated. Do not run it in DB mode unless you only have images from a Phase One back.

    Next, is your raw file format supported by CO 4.1? See its release notes for details (or tell us what you use).

    And is CO 4.1 able to open existing raw files on your hard disk, does it show blank squares instead of thumbnail or what?

    If importing with CO 4.1 fails (using its import function) could you give more details on your actions and their results?

    Hope this gets you anyway further down the road to success.
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  • Ciaran1
    Hi Paul,
    Thanks for your reply. Firstly I'm using a Canon 5D which is supported. Regardless of where I try to import files from, CF Card, Hard Drive, External Drive anywhere actually, all I get is "Loading..." in the viewer. And then nothing happens at all. Its not slow loading either. I've waited up to 30 minutes to open even a single RAW file from the CF Card and other sources. It looks like the system is hanging but it isn't in fact. I can access any other programme, and collapse/ expand any other open windows. I've opened a Support docket but nothing they've suggested remedies the situation. Now they've asked me to FTP one of my RAW files to see if its the files that are at fault, but my guess is they will be able to. I'll give it a try though. Maybe you can suggest something else. Thanks Ciaran
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  • Paul Steunebrink
    Hi Ciaran,
    Have you tried to import 'some freshly new shot' images from the CF card with the Import Images function? Sometimes 'import' and 'opening' are confused.
    Go to the File menu and select Import Images. Does that show any images? Can you select the card reader?
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  • Ciaran1
    Hi Paul,
    Yes, I took some shots out of my office window yesterday specially to try. Nothing I'm afraid. While I do understand the difference in Importing and Opening, I'm more interested in Importing new work from this point on, although I have 'older' RAW files I'd like to work on in the future, but I'm fearful of not being able to take advantage of C1.4 for this purpose. Kinda defeats the purpose of buying this converter don't you think ? My Card reader is built into my Dell Screen, could this be the problem ? Thanks
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  • David2121
    Ciaran,

    I too use a 5D, and everything works fine (if sometimes a bit slowly on my more than three years old computer). I don't think your files are the problem.

    However, if I read your post correctly, the problems you are having are on a machine that has no internet access. C1v4 needs an internet connection to activate each installation; the activation guide makes this clear. This has been a source of considerable complaint, particularly from v3.x users.

    Did you explain in your support case that your problem machine was not internet connected? If you did, what did Phase One support say?

    David
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  • Ciaran1
    Hi David,

    I had my machine connected during installation in order to activate the software. I also had to download net 3.0
    This machine is not usually connected. It is a stand alone machine deliberately without an internet connection. Surely though the programme should work normally without being connected at all times ?
    Its a bugger. They've now asked me to uninstall and down load again and do a reinstall. Going to try that. Life's too short - Kill Me Now !!

    Thanks Ciaran
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  • Roine
    Regarding:
    all I get is "Loading..." in the viewer.

    If Your files are read only, C1 cant handle the file, take away the R/O attributre

    Roine
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  • Ciaran1
    Hi Roine,

    Nope. Its not a Read Only issue either. Thanks for that though.
    I downloaded my copy of C1.4 on another older machine that has a faster internet connection than my own machine. I then burned a copy onto CD and installed on my Photo PC. Its my Photo PC that wont Import Files. I've since installed C4.1 on the original download machine and it works fine. I deduce that the problem is with my PC and not the Software. I've since done a full uninstall and removed any traces from the Registry and then reinstalled cleanly, but nope still not importing files. Something is wrong with my Photo PC. Any suggestions ?

    Thanks Ciaran
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  • Roine
    http://forum.phaseone.com/viewtopic.php?t=1702

    Roine
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  • Pascal Despeaux
    An other photographer phoned me today because he has a problem to use a new version of Capture one 4 on his PC. The 4.0.1 works perfectly but when he upgrade to 4.1 the software doesn't work with his RAW. We don't find the problem but at this time he has downloaded the last version on the software archive on the Phase One site (4.0.1) and he use it.. Maybe, before you find the real answer you can use the old version to work.
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  • John Hill
    I am having the same problem, although it will not see or open any files. I have been working wtih tech support, but they don't know what to do and are now saying its "my machine only".

    This is rediculous, I have 7 other RAW processors and many, many other programs on my workstation and none exhibit this problem. I think they have used some coding techniques to try to drive performance which create problems on some configurations.

    Their suggestion is to reformat my computer. For Capture one, I don't think so. It would take months to rebuild what I have.

    John
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  • Paul Steunebrink
    [quote="Pascal D." wrote:
    An other photographer phoned me today because he has a problem to use a new version of Capture one 4 on his PC. The 4.0.1 works perfectly but when he upgrade to 4.1 the software doesn't work with his RAW. We don't find the problem but at this time he has downloaded the last version on the software archive on the Phase One site (4.0.1) and he use it.. Maybe, before you find the real answer you can use the old version to work.

    For that other photographer a tip for a problem that currently happens to some CO 4.1 users after updating from a previous version of CO 4.x. They use 'DB mode or tethering' which suppresses DSLR support. This mode is for Phase One DB only and does not require activation. Use either Try or Activate. If you update an activated CO 4.x installation, you won't see the DB mode message.
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  • Pascal Despeaux
    Thanks Paul, you are right. This C1 4.1.1 was in DB mode after reinstal this and make a special attention to a Digital Back selection, he works well. But he is in English version and he lost the French. 😭 And I don't know where you can fix the language.
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