Problems with c1 12
Hi, i've just upgraded from 11, that always worked perfectly, to 12 (267€!) and i'm having a big problem whith the new version...
Every 5-10 min it crush and restart my Pc, that is a new MSI, 16M Ram and Nvidia GeForce GTX 1050.
Somebody knows what could be the problem?
Thanks!
Every 5-10 min it crush and restart my Pc, that is a new MSI, 16M Ram and Nvidia GeForce GTX 1050.
Somebody knows what could be the problem?
Thanks!
0
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Is it a random crash or are you always doing the same thing when it happens. (Or rather is C1 always doing the same thing when it happens?)
If you still have V11 installed you can run that activated with the V12 license key you now have.
I would suggest making a backup and then uninstalling V12 and re-installing it to see if you get a different result.
If not ...
How good are you at reading log files?
Create a Support Case with the Capture One Support team and send them the log and system files so that they can work to diagnose the problem.
HTH.
Grant0 -
Hi Grant,
thanks for the replay!
it's a random crash...
I've tried to uninstall the software, downloaded again, and nothing has changed.
I've sent to technical support the log files (7 crushes in already 1 hour!), but... no answer yet. 🤭
I'm very disappointed about that.0 -
[quote="NNN636748795441300038" wrote:
Hi Grant,
thanks for the replay!
it's a random crash...
I've tried to uninstall the software, downloaded again, and nothing has changed.
I've sent to technical support the log files (7 crushes in already 1 hour!), but... no answer yet. 🤭
I'm very disappointed about that.
Have you done the normal things like updating your video drivers from Nvidia (not MS) and uninstalling, re-downloaded the install file and reinstalled. You may have a corrupt download or a corrupt install given the frequency of your crashes.
V12 is working fine on my 6 year old desktop under Win 10 - 1809.
Ian0 -
[quote="NNN636748795441300038" wrote:
I've sent to technical support the log files (7 crushes in already 1 hour!), but... no answer yet. 🤭
I'm very disappointed about that.
Did you send the automatically invoked Crash report from Windows or did you open a Support Case and package the log files to send in for personalised support?
If you did not create a Support Case then you should do so as soon as possible.
However IanS's advice is also something you should try.
Grant0 -
Hi Grant,
i've done both, support case and automatic crash report...
At the moment they've tried to replace a file in my system, clean all the hidden folders of C1 12 to install it again... but nothing different happened, it still continually crashing
In last 3 days i just could work with the program a few hours and wirh the Pc restarting every 5 min...0 -
[quote="NNN636748795441300038" wrote:
Hi Grant,
i've done both, support case and automatic crash report...
At the moment they've tried to replace a file in my system, clean all the hidden folders of C1 12 to install it again... but nothing different happened, it still continually crashing
In last 3 days i just could work with the program a few hours and wirh the Pc restarting every 5 min...
You said the PC is new. How new is it?
Have you had it running with some work load using other products without any problems?
Just checking some basic stuff that is very easy to overlook when you dive in to a technical problem - especially one that may look very interesting to resolve for a technical person!
I have some examples of problems I have observed in many technologies over some years ... not stories to tell here and now!
Grant0 -
The Pc has 2 months, and i've runned C1 11 until now whithout any kind of problem.
I've even tried to uninstall that version (11) and deleted all the Phase One files... and nothing, it still crash every 5 min!
From technical support the answers become very slow, in time terms, and i'm loosing a lot of time with that restarts!
I don't know what else i can do.
Maybe back to Lightroom!... (ironic)0 -
I would continue running Capture One 11 and take the time with support to iron out the issue. Let's assume it is a v12 bug, it is a new release and a lot of people now using and trying it, the support system is a bit overloaded. That's normal.
Try after one or two maintenance releases. You bought the license already so you wanted to go on that route. Just give it a little time.0 -
Thanks for the advice Paul, but now the 11 version it start crashing in
the same way!
I'm a little disappointed with this "strange" way to software enterprises to work...
They release a kind of Beta version and we, users, are the testers.
After our report they release version .1 .2 .n and with our work's time.
We pay for that work!
No complains, after, if people get cracks versions...0 -
[quote="NNN636748795441300038" wrote:
Thanks for the advice Paul, but now the 11 version it start crashing in
the same way!
I'm a little disappointed with this "strange" way to software enterprises to work...
They release a kind of Beta version and we, users, are the testers.
After our report they release version .1 .2 .n and with our work's time.
We pay for that work!
No complains, after, if people get cracks versions...
Is there any software that is not like that? (Including operating systems and code for component device drivers.)
Grant0 -
Sadlly... no.
But there is a limit in a
the kind of the bug.
Now i've both versions working bad...0 -
[quote="NNN636748795441300038" wrote:
Sadlly... no.
But there is a limit in a
the kind of the bug.
Now i've both versions working bad...
So that sounds like a system problem of some sort for reasons as yet unknown.
Out of interest, have you had any driver updates or Windows updates or updates for other applications around the same time that the problem started?
More likely there is some sort of temporary file or corrupt configuration file or something similar that is used by both versions and needs to be identified and removed. Probably the C1 Log files will help to identify when the problem happens. Also the Windows crash dump of course.
Did you create a Support Case?
Grant0 -
Yes, i have created and sent the Support Case as Support team asked me.
And No, the only thing that changed is the C1 12.0 -
Btw, no answer until now to my latest Support case sent frommyesterday morning 0 -
Update: The answer is that i have a problem in my hardware... the same hardware that worked perfectly last two months. 🙄 0 -
you could try to delete these two folders:
C:\Users\youruser\AppData\Local\Capture One
C:\Users\youruser\AppData\Local\Phase One
it did help me with my issue (C1P v12 not starting up after crashing).
regards
Manuel0
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