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C1 destroys images on CF card when importing

NNN634456707770986701
Dear C1 Team,
I got a major problem with the capture one pro 6 software!
For the second time now, capture one destroyed all the images that have been on my CF card when I wanted to import the images.
I am using capture one pro 6 for about a whole yeah now, every day and never had such problems.
And these problems are really really BAD, because I lost the images that I shot and cannot get it back!
I am a professional photographer and need reliability. That just doens't work and get me in major problems!!

What is the bug??

I make a new session, click on import and select "card reader", like i did it hundreds of times.
Then C1 hangs up and quits. Then, when I want to copy the images from the card again they are still there, BUT not readable !! No program can read them anymore, nothing.

I formated the CF card and tried to get the images back using a recovery program for formatted cards and got many images back again.

I have totally lost confidence in this program!! how can this happen?
Where is the support button by the way, is this a joke? Do I really have to type my problems into a forum to get help??
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Comments

11 comments

Date Votes
  • ianmac
    Phaseone Website - Support - Contact Tech Support.

    Sorry if it's confusing for you.

    How do you people run a successful photography business? To quote you "I am using capture one pro 6 for about a whole yeah (?) now, every day and never had such problems" and now you're jumping up and down instantly blaming Capture One because you have a problem. Maybe you've changed something on your system, maybe you need to repair permissions, maybe a hundred other reasons.

    Perhaps if you mentioned what your system spec was, what camera you are using (fairly important info I would guess) someone on here may summon the enthusiasm to help you out.
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  • Paul Steunebrink
    [quote="NNN634456707770986701" wrote:
    Dear C1 Team,
    I got a major problem with the capture one pro 6 software!

    Hi, welcome to the forum. This is a user-to-user forum where users help each other and exchange experiences. To contact Phase One directly, open a case from the support page at
    http://www.phaseone.com/en/SupportMain.aspx
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  • Rick Allen
    What card reader what operating system what version of capture?
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  • NNN634456707770986701
    Hey Ian, if you just lost the pictures of a whole day shoot because of a crazy import happening, you're not a little bit upset right? So maybe you can understand my situation. And I am blaming nobody but the program, that actually did that mistake. And having troubles with a program doesn't mean that you're bad in your business, but ok maybe thats the thing in your case.

    Thank you Paul_E and NN8919812. Indead I find it really confusing to find tech support for the program. There are a lot of nice tutorials that help you work on C1, but in fact I just found a little small text box to ask for questions. So I decided to give the forum a try.

    Ok, so here is what I'm working with:
    Mac Pro 10.7.4 3.33 GHz 6-core, 16Ram, OWC Accelsior SSD harddrive.
    Canon (and hasselbald) cameras
    C1 latest version
    Card reader Lexar Professional (firewire 800)

    In the meanwhile I stopped importing images via C1 because of these two crashes that had the effect that all images on the card where unreadable.
    I make quite some "HDR" images with the LCC technique. So in the meanwhile there a lots and lots of saved LCC profiles, that I don't need anymore.
    I also find the program to be getting extremely slow when I want to click through the images. It takes about over 2 seconds to load each image!

    But I just don't know where to look at mistakes.
    I would be very happy and thankfull if someone could give me an advice.
    regards, Martin
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  • Edward Caruso
    there must be something else going on if you say 2 cards had files become unreadable.
    I've been using C1P for longer than I can remember - since the beginning of the program and that has never happened.
    i have lost images by shooting on a card formatted on another camera.

    are there any other variables here that could cause this?
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  • Drew Altdo
    Hello,
    A support case has been created and we will follow up there.
    Just two things to point out that could cause potential issues;
      -If you are importing from a CF card to an external source (External Drive, Network Drive, FTP, etc) should that source become disconnected it could cause Capture One to Crash.
      -With the above in mind, there is an option to "Erase Images After Copying" so Capture One does have the ability to erase the card should you want it to do so, this action (should the option be selected) would not be considered a bug.


    I think it would be best if you checked to ensure the above mentioned option is unchecked and to ensure you are importing direct to the Local Drive. Beyond that, perhaps look into using a different card reader as there may be compatibility issues with that specific reader, especially for others using the New Mountain Lion OS 10.8.
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  • NNN634456707770986701
    Hi Drew,
    thank you for the support ticket and for your fast answers!
    Just to mention it again, it's weird I know, the CF card was not erased. All images were still on the CF card, but no program was anylonger able to open the images. they were unreadable. very strange. such things don't happen when i copy the files directly from the card to the hard drives. So (i think) there is no compatibility issue between card reader (lexar professional) and Lion OS 10.7.4.
    Maybe we find the bug in the meantime it works fine to copy the images first and import them afterwards.


    Another question, maybe other users have the same experiences:
    - when I am working with session that contain a lot of images, such as 1000+, I cannot fluently click through the images. It takes about 2 seconds to click from one image to the other.
    - when I split the images into different albums of just a few hundred pictures each, the system is much faster again.
    Do you think there is a "handbrake" somewhere that I clicked on?
    Or is it just my graphics card?
    There is a Nvidia Quadro 4000 2GB ram installed. could that be the "handbrake" ?
    I'd really love to click through faster and make my selections.
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  • Drew Altdo
    [quote="NNN634456707770986701" wrote:
    ...Just to mention it again, it's weird I know, the CF card was not erased. All images were still on the CF card, but no program was anylonger able to open the images.


    This certainly does sound like at least one step in the process to erase the images was taken or perhaps a fault in the card itself.
    We'll follow up through the support case and you can share the findings here.
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  • Paul Steunebrink
    [quote="NNN634456707770986701" wrote:
    ...
    Another question, maybe other users have the same experiences:
    - when I am working with session that contain a lot of images, such as 1000+, I cannot fluently click through the images. It takes about 2 seconds to click from one image to the other.
    - when I split the images into different albums of just a few hundred pictures each, the system is much faster again.

    There is no handbrake. You already defined both the issue (too many picture in a folder) and the solution (break up in smaller parts).
    What is interesting is that the general consensus is that breaking up 1000+ images into different physical folder will work, but apparently breaking up into Albums (which are virtual folders looking to the same physical folder) works as well.
    CO is probably caching the images in the folder it views and with many images at a time performance degrades.
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  • Edward Caruso
    yes having 1000+ images in a folder has always been one of the top reasons for performance issues.
    maybe C1P needs to have a dialogue prompt for new users to remind them to break up the folders?
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  • Edward Caruso
    i do remember early days of V4 (when everyone was hating it b/c it changed so much from V3)
    there was some bug that was deleting or corrupting Canon files. but it wasn't card reader related and it was a long time ago.
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