Multiple Crashes, reports sent, nothing back.
C! crashes around 15 times a day (I've counted) - usually when I'm changing between catalog folders, processing images, or just sitting in my chair doing nothing!
Reports sent nearly every time, but no word back from phase one. I know it's not an open support case, but that many crashes should probably raise a few eyebrows, one might think.
Whenever I have set up a ticket, I don't hear back anyway.
I want to, but I actually can't use Capture One - it's too unstable. Too unreliable.
Reports sent nearly every time, but no word back from phase one. I know it's not an open support case, but that many crashes should probably raise a few eyebrows, one might think.
Whenever I have set up a ticket, I don't hear back anyway.
I want to, but I actually can't use Capture One - it's too unstable. Too unreliable.
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Create a Support Case. It's the way to a personalised service. 0 -
NO. THEY DON'T GET BACK TO ME. EVER. 0 -
IS ANYONE AT PHASE ONE THERE???? CAPTURE ONE CRASHES EVERY TIME I OPEN IT NOW. IF I CAN GET IT TO OPEN IT WILL CRASH WHEN I TRY TO PROCESS IMAGES. I CAN'T GET IMAGES TO MY CLIENTS. I CAN'T EVEN GET THEM TO MY DESKTOP!
NO REPLY TO SUPPORT CASES, NO REPLY TO CRASH REPORTS. NO REPLY TO PHONE CALLS.
I'M COMPLETELY AT A LOSS.
HOW DO I UNINSTALL C1 SO I CAN DO A FRESH INSTALL? CAN ANYBODY HELP. THIS IS AWFUL SUPPORT FROM PHASE ONE.0 -
Hi
Based upon your comment I checked your support history.
You have two cases.
First one from 2016 where you had many communications with us.
Second case you made 1hour after you created this post.
Based upon that we promise to get back within 24hours.
All support is handled over web unless you are owner of Phase One camera / camera back.
Also please read forum rules please.0 -
With regards to what in particular please? 0 -
#11 0 -
Really?!!! Come on! I've been suffering crashes from C1 for weeks now. The first post in this thread is from July, and nobody from phase one came back to it. I've tried setting up support cases, which obviously haven't gone through (admittedly, could be my mistake) - I've tried sending crash reports, but get no feedback, so what's the point? I'm losing time and money here, and you're upset about caps lock?!
I'm pulling my hair out here, and pretty desperate to get my clients their pictures. Using caps lock obviously got your attention, so it worked. Sorry if that offended you.0 -
[quote="Jason 2" wrote:
HOW DO I UNINSTALL C1 SO I CAN DO A FRESH INSTALL? CAN ANYBODY HELP. THIS IS AWFUL SUPPORT FROM PHASE ONE.
I have done it 2 or 3 times, as I had some troubles and dysfunctions. After having reinstalled Capture One, it worked fine.
You can find some information about how to uninstall and reinstall on their website, the best way is to ask Google "uninstall Capture One"....
Cheers,
Robert0 -
[quote="Jason 2" wrote:
Really?!!! Come on! I've been suffering crashes from C1 for weeks now. The first post in this thread is from July, and nobody from phase one came back to it. I've tried setting up support cases, which obviously haven't gone through (admittedly, could be my mistake) - I've tried sending crash reports, but get no feedback, so what's the point? I'm losing time and money here, and you're upset about caps lock?!
I'm pulling my hair out here, and pretty desperate to get my clients their pictures. Using caps lock obviously got your attention, so it worked. Sorry if that offended you.
Jason,
This, as is often pointed out, is a User to User forum with occasional involvement from Phase staffers.
You obviously know about the Support Case option as you have used it previously - so why not this time?
Crash reports are just generic reports for background feedback. I don't recall ever getting a personal response from any software vendor ever in reply to a generic crash report.
Use the Support Case process and take advantage of free technical support.
Or ask the community here ... but accept that they may well not be able to help you with specific technical problems like the one you seem to have.
HTH.
Grant0 -
[quote="Jason 2" wrote:
Really?!!! Come on! I've been suffering crashes from C1 for weeks now. The first post in this thread is from July, and nobody from phase one came back to it. I've tried setting up support cases, which obviously haven't gone through (admittedly, could be my mistake) - I've tried sending crash reports, but get no feedback, so what's the point? I'm losing time and money here, and you're upset about caps lock?!
I'm pulling my hair out here, and pretty desperate to get my clients their pictures. Using caps lock obviously got your attention, so it worked. Sorry if that offended you.
Your frustration is understandable. Let me suggest you set up a test user as a different user and different identity on your computer if you haven't alrady done so. Apple support can guide you on how to add a user to your computer. By logging out as "you" and then logging into your compter as "test user" you can then see if you can open C1. You do not have to do anything more if it opens and requests the usual steps for a new user. Just exit. If C1 does in fact open it is very likely your issue is within the software, C1 included, which resides within your computers identity library. If C1 crashes, it is likely the issue is due to computer hardware such as RAM and has nothing to do with C1. I believe Phase One tech support may find this little piece of info useful regardless in helping you.0 -
On top of what Ulf has already mentioned, I want to let You what happens with the Crash report, that you and other users so kindly send to us.
The reports contains stack-traces and log-snippets, which basically tells our developers where in the code the application crashed, and the overall state of the computer.
These traces are grouped together in pools using the characteristics of the trace, and when a pattern starts to emerge, actions to remedy the situation can be taken.
Although all this sounds very simple, usually it is very much a highly specialized task to identify and fix these kinda things.
Writing a description of what you were doing up until the crash is very valuable for the developers. That can speed up in-house reproduction, and thus make it a lot easier to fix.
Because of the automated handling and pooling of crash-reports, they are usually not responded to. But rest assured that they are much appreciated and processed.
It is always a good idea to report your issue to our Support team. Also let them know that you submitted the crash-report, especially if you experience frequent and/or easily reproducible crashes.
Writing our Support team guarantees qualified response, usually within an hour!0
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