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URGENT!!Image thumbnails not showing up in capture one pro 7

NNN634907539066106250
I am an assistant photographer on a shoot right now and were having issues with thumbnails displaying in the collections panel. Every now and then 4-5 images will not show up. But there is a dotted outline around the images, and the files ARE in the capture scratch folder.
Anyone know why this is happening?
Restarting the application as well as the computer have not solved the problem.
Using capture one pro 7 on a MacBook Pro running osx 10.6.8

Thanks!!
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Comments

11 comments

Date Votes
  • NNN634907539066106250
    This is happening in filmstrip view as well as grid view.
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  • Steven48
    Try going to File>Regenerate Previews

    Another thing to try is File>Verify Catalog or Session

    Don't know for sure whether this will help or not, but worth a try.
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  • brianmerwin
    I strongly urge you to open a support case in order to get an official response (and rapidly) however one thing you could try would be to clear out the session previews and force C1 to regenerate them on the fly.

    The preview files are located in the CaptureOne folder inside of the session - they have .cop file extension.

    Make a backup of the folder they're stored in just to be safe, but you should be ok deleting these because C1 should auto regenerate them.

    Step 2 is to create a fresh session and point it at the directory with those images in it.
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  • NNN634907539066106250
    Thank you for the responses. Will try right now. Unfortunately we can of create a support ticket because we don't have the serial number/ product key for capture. We're 8 hours from home!
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  • brianmerwin
    You SHOULD be able to find your license key by logging in to your account at phaseone.com - and then use that to create a support case.

    The guys are pretty speedy with responses. 24hrs guaranteed but it's usually an hour or less.
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  • NNN634907539066106250
    Guess ill try logging in. Neither of those options worked. Thanks guys.
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  • brianmerwin
    Well I'm sorry to hear that regenerating the previews didn't do the trick - I have a feeling the answer has to do with the dotted-line outline around the preview images.

    Let us know how it turns out so we can avoid it ourselves!

    Thanks & good luck!
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  • tantareanu
    A somewhat stupid/trivial solution:
    Just select another folder for some moments, then go back to the troubled folder.
    Worked many times, in my case.
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  • Mikael
    Had the same problem. Created a support case and was told to:

    - go to Preferences and change Open CL options from Auto to Never

    Worked like a charm. An hour after creating my case, my problem was fixed 😄 Of cause I don't know what I exactly turned of, but It doesn't seem to have changed anything else (including speed)
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  • Jay Fram
    Has there been a better answer for this yet???

    I have the same infuriating problem, and my Open CL options are already set to "Never." Have been for a long time.

    I will say that trashing and rebuilding the previews sometimes does work, but that's a time-consuming workaround when you've got 800 files or so.

    Also, whenever the little orange progress wheel (developing thumbnails?) shows at the top of the thumbnails browser, the thumbnails do regenerate and finally show correctly. But I can't figure out how to make that happen!
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  • Ian Wilson
    Moderator
    Top Commenter
    What worked for me in this situation was to create a new session and move the images to it.

    Ian
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