Switch to Lightroom !!!
Hi,
first of all I wonder why there are no answers from the tech staff. Why have a forum if no one is checking it - assisting customers.
I recently joined a class where the PO representative made a point of comparing the software quality with that of LR. CO might be the better program, but what use do we have of it when there is no help when something goes wrong, however small or big the error is. For someone working professionally with software like this it must be a nightmare not getting help. I wonder if Adobe would handle support the same way.
On the website there is no one to call. Calling the main office in Denmark resends you directly to the web.... On the web there is a forum with lots of questions but few answers.
Here is a question - let us see how long it takes to get an answer. In the meantime I cannot use the software.
For no apparent reason, suddenly using catalogues the system cannot see the image files. They are stored externally, and there absolutely nothing wrong with the unit, rights etc. I can see the images any other way but not through the CO software.... it does not matter if I rename or move the files - the problem is still the same. All files are offline.
Please advise quickly!!!
/r
first of all I wonder why there are no answers from the tech staff. Why have a forum if no one is checking it - assisting customers.
I recently joined a class where the PO representative made a point of comparing the software quality with that of LR. CO might be the better program, but what use do we have of it when there is no help when something goes wrong, however small or big the error is. For someone working professionally with software like this it must be a nightmare not getting help. I wonder if Adobe would handle support the same way.
On the website there is no one to call. Calling the main office in Denmark resends you directly to the web.... On the web there is a forum with lots of questions but few answers.
Here is a question - let us see how long it takes to get an answer. In the meantime I cannot use the software.
For no apparent reason, suddenly using catalogues the system cannot see the image files. They are stored externally, and there absolutely nothing wrong with the unit, rights etc. I can see the images any other way but not through the CO software.... it does not matter if I rename or move the files - the problem is still the same. All files are offline.
Please advise quickly!!!
/r
0
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Send a support case, they are in my experience fairly quick at responding and loads better and quicker than Adobe.
This is a user-user forum although C1 experts are usually on hand to help.0 -
Send who a support case? Do you mean this one, http://www.phaseone.com/en/SupportMain/ ... pport.aspx ?
/r0 -
[quote="NNN634378977474658327" wrote:
They are stored externally, and there absolutely nothing wrong with the unit, rights etc.
Clearly something is amiss. We'll be able to assist through a support case.[quote="NNN634378977474658327" wrote:
first of all I wonder why there are no answers from the tech staff. Why have a forum if no one is checking it - assisting customers.
There is staff here, myself and a few others. This is NOT, however, a support forum... it is a User forum. Support can be contacted swiftly and directly through the support system.[quote="NNN634378977474658327" wrote:
Here is a question - let us see how long it takes to get an answer.
For those curious support answered the case created in 33minutes and 37 seconds. We can guarantee 24 hours (accept for a 72 hour window over the weekend). If you get faster response from another service I'd be happy to hear about the experience so we can look into improving our response time.0 -
for all of the whining and moaning on this forum (I include myself - don't worry) that last thing anyone should have an issue with is the response from Phase One's support case system. In my experience I almost always get a response within an hour - never more than 12. sure being able to call someone to get help is best but that is rare for software support. you can call me - but I'm going to charge you.
Adobe has telephone support but it costs money unless its a purchase/installation issue.0 -
Sometimes shouting is a good way of getting attention.... now that the support was filed the correct way - it actually was answered really quick đ Hopefully it can be solved too.
However for someone surfing into this forum for help - and it is indicated by the site itself that the forum is one place to find answers - and seeing almost the same question filed weeks back without an answer is not very good. It would be better that someone actually scanned the forum - and put "solved" on old cases. Leaving a sea of open posts gives the wrong impression of the software and the support.
/r0 -
[quote="Edward51" wrote:
for all of the whining and moaning on this forum (I include myself - don't worry) that last thing anyone should have an issue with is the response from Phase One's support case system. In my experience I almost always get a response within an hour - never more than 12. sure being able to call someone to get help is best but that is rare for software support. you can call me - but I'm going to charge you.
Adobe has telephone support but it costs money unless its a purchase/installation issue.
I'd like to second that. Support has always responded quickly and informatively in all my cases!
Cheers, Bob0 -
[quote="NNN634378977474658327" wrote:
Sometimes shouting is a good way of getting attention.... now that the support was filed the correct way - it actually was answered really quick đ Hopefully it can be solved too.
However for someone surfing into this forum for help - and it is indicated by the site itself that the forum is one place to find answers - and seeing almost the same question filed weeks back without an answer is not very good. It would be better that someone actually scanned the forum - and put "solved" on old cases. Leaving a sea of open posts gives the wrong impression of the software and the support.
/r
i disagree. you are new here and you got upset before realizing you didn't file a support case properly. posts like yours add to the clutter and do not help people get answers. Adobe has dedicated people who monitor forums - the Capture One people here are also those answering real support cases - which they answer very quickly as you found out.
back to original issue - I use Lightroom too as you say we should do - but the color is terrible - plastic skin tones. I use LR for cataloging only. I haven't tried C1P 7's new catalog feature - b/c I'm a long time user and I know first releases are always problematic unfortunately.0 -
[quote="Edward51" wrote:
[quote="NNN634378977474658327" wrote:
Sometimes shouting is a good way of getting attention.... now that the support was filed the correct way - it actually was answered really quick đ Hopefully it can be solved too.
However for someone surfing into this forum for help - and it is indicated by the site itself that the forum is one place to find answers - and seeing almost the same question filed weeks back without an answer is not very good. It would be better that someone actually scanned the forum - and put "solved" on old cases. Leaving a sea of open posts gives the wrong impression of the software and the support.
/r
i disagree. you are new here and you got upset before realizing you didn't file a support case properly. posts like yours add to the clutter and do not help people get answers. Adobe has dedicated people who monitor forums - the Capture One people here are also those answering real support cases - which they answer very quickly as you found out.
back to original issue - I use Lightroom too as you say we should do - but the color is terrible - plastic skin tones. I use LR for cataloging only. I haven't tried C1P 7's new catalog feature - b/c I'm a long time user and I know first releases are always problematic unfortunately.
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New writer maybe, but not a new reader. Scanning this forum did never give very much as the open posts are many. It would have been better if PO made an effort to close the open posts, as that is the real clutter. The point of a forum I take it, is not to have as many questions as possible, but rather questions with answers, links, solutions etc. If it is supposed to be a user forum only then PO should not be answering at all, but focus solely on the dedicated support lines they have.
Anyway, I've been using CO for some time and I like it - no doubt it is good. However when all the images suddenly are not visible, and I can see that older forum-posts about the same subjects are open - we'll then I am in a hurry to have someone fix it. I've paid for the software - and I'd be happy to pay for "hot-line" support too if I could have it when I need it. This post has taken a day, I've had one quick answer from PO (who I am certain are trying their best) - but then we did not get any further.
I am sure it will work out nicely in the end...đ
/r0 -
i have openend a support case (even in german) and i got an answer (i shorted the conversation):
me: crashes while trying to rename and several other bugs
CO: next Update will fix it (what an answer, ishould have known)
me: i hope also the canon theater support!
CO: status of support - finished
what???
thanks for support0 -
[quote="digga" wrote:
CO: next Update will fix it
So you have an answer - what's the problem? You must realise that Phase One will be busily working on fixes for issues that have been raised, they are not going to sit back and ignore them. Your ungrateful attitude doesn't add anything here so could I politely suggest you disappear back to Lightroom - have fun with their customer support...
I have recently been shooting regularly to CO Pro 7 on a 2012 MacBook Pro from a tethered Canon 1DX, approx 18 shots per day, 50 to 60 frames per shot and haven't had a freeze-up, crash or any other problem. If you take a few precautions, make sure no other applications are running and don't have any background tasks active (eg. processing, renaming etc) while shooting you minimise issues arising.0 -
[quote="NNN634378977474658327" wrote:
[quote="Edward51" wrote:
[quote="NNN634378977474658327" wrote:
Sometimes shouting is a good way of getting attention.... now that the support was filed the correct way - it actually was answered really quick đ Hopefully it can be solved too.
However for someone surfing into this forum for help - and it is indicated by the site itself that the forum is one place to find answers - and seeing almost the same question filed weeks back without an answer is not very good. It would be better that someone actually scanned the forum - and put "solved" on old cases. Leaving a sea of open posts gives the wrong impression of the software and the support.
/r
i disagree. you are new here and you got upset before realizing you didn't file a support case properly. posts like yours add to the clutter and do not help people get answers. Adobe has dedicated people who monitor forums - the Capture One people here are also those answering real support cases - which they answer very quickly as you found out.
back to original issue - I use Lightroom too as you say we should do - but the color is terrible - plastic skin tones. I use LR for cataloging only. I haven't tried C1P 7's new catalog feature - b/c I'm a long time user and I know first releases are always problematic unfortunately.
-----
New writer maybe, but not a new reader. Scanning this forum did never give very much as the open posts are many. It would have been better if PO made an effort to close the open posts, as that is the real clutter. The point of a forum I take it, is not to have as many questions as possible, but rather questions with answers, links, solutions etc. If it is supposed to be a user forum only then PO should not be answering at all, but focus solely on the dedicated support lines they have.
Anyway, I've been using CO for some time and I like it - no doubt it is good. However when all the images suddenly are not visible, and I can see that older forum-posts about the same subjects are open - we'll then I am in a hurry to have someone fix it. I've paid for the software - and I'd be happy to pay for "hot-line" support too if I could have it when I need it. This post has taken a day, I've had one quick answer from PO (who I am certain are trying their best) - but then we did not get any further.
I am sure it will work out nicely in the end...đ
/r
Even though Co7 Pro keeping on crashing, I still prefer to use it than LR4, because its color.
I agree with you color in LR4 is horrible, however it easier to use the whole system of LR4 than Co7 PRO.0 -
Why not try version 7.0.1 it includes fixes for almost all known issues - except the onces where we rely on an SDK from Canon .âšī¸
http://www.phaseone.com/en/Downloads/Capture-One-7.aspx
-Lionel0 -
Failed to fix the yellow skin issue at Fit to Screen that I reported weeks ago when C1 7.0 was first released. After support notified me that they figured it out, I waited patiently for 7.0.1 only to find that it stills does the same thing. Fit to Screen overlays a yellowish/greenish tone but at 100%, it goes away. You can actually see the photo at a normal color for a split second before C1 then adds a yellowish/greenish cast. I don't get it. Am I suppose to wait for 7.0.2 now? 0 -
In relation to the original post.....
PO actually handled this service matter nicely after I posted the issue correctly from their web page. No complaints there.
Concerning the problem - it seemed CO did not like the name of my external Pegasus drive. It had a 1 at the end, but after renaming the Pegasus to Promise_ Pegasus, CO recognized the drive and I could import properly and see all the files again....
Everything landed well - so I am back to Capture One again... đ
Best, R0 -
[quote="NNN634378977474658327" wrote:
[ If it is supposed to be a user forum only then PO should not be answering at all, but focus solely on the dedicated support lines they have.
Perhaps this is the main issue. Why are we here when we're also working with customers through the Support System?
Should we stay out of the forum?
Our ultimate goal is to get people answers as fast as possible. The forum sometimes allows for a quick, one time answer that address' the problem. However other times that quick answer turns into a long drawn out discussion about functions of the software, or performance of a specific users computer, or a workflow conflict that one or two people share out of hundreds of users. This certainly does make for clutter.
For the time being, as the OP's questions have been addressed, I'll go ahead and close this thread.0
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