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Capture One 10 crash and corrupted catalogue

Mark Moore
I have just had Capture One 10 crash while upgrading a CO9 catalogue, leaving the catalogue corrupt.

I would report this, but unlike the betas there is no bug report link in the application and attempts to submit a support request fail as the script rejects the submission due to a lack of an "anti-spam" entry (and there is no *!&?! anti-spam field on the submission page in Safari!).

How do I submit crash reports and other bugs against a release of the software?!
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Comments

5 comments

Date Votes
  • John Doe
    Link in my signature.
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  • Mark Moore
    Yes, that is what I have tried. While I have managed to submit technical support requests before, now all I get after clicking submit is:

    "The security challenge (anti-spam) field was entered incorrectly."

    But there is no anti-spam field on the proceeding page, so it is impossible to submit any request or contact support. FWIW, I am using Safari on macOS 10.12.

    So, since I have no way to submit a support incident, I attach an extract from the crash dump below in the hope that perhaps it will eventually reach someone from PO. The CO10 crash corrupted the catalogue badly enough that it cost me an hour to restore from backup - not a great advertisement for either the new software nor the support system 😐

    Process: Capture One 10 [8422]
    Path: /Applications/Capture One 10.app/Contents/MacOS/Capture One 10
    Version: 10.0.0.193 (10.0.0.193)
    Code Type: X86-64 (Native)
    OS Version: Mac OS X 10.12.1 (16B2555)

    Crashed Thread: 0 UI Dispatch queue: com.apple.main-thread

    Exception Type: EXC_CRASH (SIGABRT)
    Exception Codes: 0x0000000000000000, 0x0000000000000000
    Exception Note: EXC_CORPSE_NOTIFY

    Application Specific Information:
    POAssert : Invalid parameter not satisfying: strings in -[DocumentKeywordCache setInitialKeywordStrings:] (DocumentKeywordCache.m:78)
    abort() called

    Thread 0 Crashed:: UI Dispatch queue: com.apple.main-thread
    0 libsystem_kernel.dylib 0x00007fffc6eefdda __pthread_kill + 10
    1 libsystem_pthread.dylib 0x00007fffc6fdb787 pthread_kill + 90
    2 libsystem_c.dylib 0x00007fffc6e55420 abort + 129
    3 com.phaseone.captureone10 0x000000010837ee82 -[POAssertionHandler handleFailureInMethod:object:file:lineNumber:description:] + 537
    4 com.phaseone.captureone10 0x0000000108315bd1 -[DocumentKeywordCache setInitialKeywordStrings:] + 136
    5 com.phaseone.captureone10 0x000000010811b827 -[ObjectContext loadSessionFromURL:error:] + 403
    6 com.phaseone.captureone10 0x00000001082b7eae -[CaptureOneDocument readFromURL:ofType:error:] + 637
    7 com.apple.AppKit 0x00007fffafb9e73f -[NSDocument _initWithContentsOfURL:ofType:error:] + 172
    8 com.apple.AppKit 0x00007fffafb9e624 -[NSDocument initWithContentsOfURL:ofType:error:] + 231
    9 com.phaseone.captureone10 0x00000001082cdd26 -[CatalogDocument initWithContentsOfURL:ofType:error:] + 164
    10 com.apple.AppKit 0x00007fffafc7ba00 -[NSDocumentController makeDocumentWithContentsOfURL:ofType:error:] + 644
    11 com.phaseone.captureone10 0x00000001081e2ae5 -[PODocumentController makeDocumentWithContentsOfURL:ofType:error:] + 194
    12 com.apple.AppKit 0x00007fffafeb986c -[NSDocumentController(NSDeprecated) openDocumentWithContentsOfURL:display:error:] + 915
    13 com.phaseone.captureone10 0x0000000107f1d4a1 -[AppController openDocumentAtPath:error:] + 2559
    14 com.phaseone.captureone10 0x0000000107f1c5ea -[AppController openFiles:] + 1462
    15 com.apple.AppKit 0x00007fffafb9e088 -[NSApplication(NSAppleEventHandling) _openDocumentURLs:withCompletionHandler:] + 805
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  • RichardT
    That sounds very similar to a problem I had some time ago:


    See Ulf's reply In that thread that revealed the problem was due to including '<' and '>' in the posting which were being misinterpreted by the support case software. It would seem that Phase One have still not fixed the issue.

    Richard
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  • NNN637254559064198001
    Mark, you wrote: "I have just had Capture One 10 crash while upgrading a CO9 catalogue, leaving the catalogue corrupt."

    Same experience for me. I have a paid license for the PRO 9.3 and I was eager to see the latest PRO 10 upgrade. I downloaded the 30-day trial copy, received a message that I need to "upgrade" my catalog from 9.3 to 10, and I said yes to the command. But now I cannot open and use my previous PRO 9.3 program, and the new PRO 10 program is somehow sucking all of my iMac's memory such that the program runs too slow to use, and it locks up. I have filed a case with Tech Support, but I have not resolved the problem. I fear my days of use Capture One coming to an end and I will have to find an alternate RAW processing software. The sis the second time that I have had this kind of problem with Capture One and an upgrade.
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  • Mark Moore
    [quote="RichardT" wrote:
    That sounds very similar to a problem I had some time ago:
    See Ulf's reply In that thread that revealed the problem was due to including '<' and '>' in the posting which were being misinterpreted by the support case software. It would seem that Phase One have still not fixed the issue.


    Thanks - that was it. Apparently, this bug is still not fixed more than a year after it was reported. This reflects very badly on Phase One's support, quality control and engineering.

    I would advise anyone working professionally to avoid upgrading to CO10 until the catalogue upgrade bug is fixed. If you do upgrade, make damn sure that you have reliable full backups before attempting to run CO10.
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