Capture One doesn't "quit"

H. Cremers

July 05, 2014 18:47

[quote="NN635036411335170787UL" wrote:
I am a new user of CO7 pro and I must say I think it's excellent, however when I try to quit the application it frequently doesn't shut down and I have to use "force quit" to accomplish this.
I am using a 21.5" iMac, running OS X Mavericks 10.9.4
Does anyone know how I can recify this?

We'd need more info to help. How are you running C1? In catalog or session mode? What were you doing when you want to quit? Was C1 still busy with a background process? Like syncing metadata or building thumbs?

What happens if you let it run for a while (as long as that may be)? Does it then quit correctly, even if it's after an hour, or maybe several?

In any case raising a support case may help you better.

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IanW

July 05, 2014 19:23

Many thanks for your reply. I am using C1 in catalog mode, as for whether C1 is busy with some kind of background process or not I'm afraid I do not know.
Usually I will have been viewing or making adjustments to some of my images (my catalog is only small as yet) and I have not created any albums/smart albums or done any complicated cataloging.
I shall investigate how long C1 takes to quit or if it continues to "hang". Maybe I need to be more patient.

thanks again

Ian

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Paul Steunebrink

July 06, 2014 14:30

What you could do in terms of trouble shooting, is to close the catalog first, and next quit the program. If the program is the culprit, you at least saved your catalog in a normal way.

But I suggest you create a support case anyway and provide logs if requested.

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IanW

July 07, 2014 07:52

Thanks for the reply Paul, I am continuing to use C1 and monitoring the situation. I shall follow your suggestion and see what occurs. As the problem is intermittent and I have had no difficulty over the last couple of days this may take some time to evaluate.

regards Ian

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IanW

July 24, 2014 07:03

I created a support case for this issue and have gone through a process of providing logs and crash reports and now I have reverted to version 7.2.2 as recommended by C1 support. I am still having this problem and I have requested a refund from the worldwide" branch of Phase One in Cambridge, MA but have received no reply.
Can anyone tell me how to get my money back?

regards
Ian

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Drew Altdo

July 24, 2014 11:05

[quote="IanW" wrote:
I have requested a refund from the worldwide" branch of Phase One in Cambridge, MA but have received no reply.

This is the PR branch, they handle marketing.
Contact the headquarters through the Contact Form if you would like to investigate a refund.

http://www.phaseone.com/en/FooterMenu/Contact.aspx

However, as we offer Capture One restriction free for 60 days, we do not have a refund policy. 60 Days of free use prior to deciding on a purchase seems a better alternative to a 30 day refund policy only after purchase. If you did not take advantage of the 60 Day free trial I don't know that a refund will be granted but again you are welcome to ask the sales department.

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IanW

July 24, 2014 12:17

Considering that I am only allowed to trial the software once and that the version I trialled was not the version I purchased then the trial cannot absolve Phase One from providing a product which is "fit for use" which this version clearly is not.
Any other product is subject to the requirement that it is of "merchantable quality".
I have no confidence in the software and no further intention of using it. After using Lightroom for seven years I have never had the slightest problem with it.
regards

Ian

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SFA

July 24, 2014 14:41

[quote="IanW" wrote:

Any other product is subject to the requirement that it is of "merchantable quality".

Have you considered that you may be an outlier in this area Ian?

I have been using Capture One for a few years (having given up on LightRoom at version 1.4 in favour of another application before adding C1 to the armoury) and have had hardly any problems at all. One support Case that I managed to resolve anyway just after creation.

On the other hand I use C1 Windows based. Systems seem to be happier with the vagaries of Microsoft world than the total control approach of Apple World even when developed using Apple systems. (I base that on observations that include other applications that also run on both platforms.)

I have to say that it surprises me.

Grant

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Drew Altdo

July 25, 2014 09:24

[quote="IanW" wrote:

I have no confidence in the software and no further intention of using it. After using Lightroom for seven years I have never had the slightest problem with it.

That is certainly your right to decide. If you'd like assistance however, you are welcome to contact support and we'd be happy to help.

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N Belll

July 26, 2014 14:49

IanW you started off by saying "I am a new user of CO7 pro and I must say I think it's excellent" but then you have a problem which is "intermittent and I have had no difficulty over the last couple of days". This is hardly unmerchantable quality.

I sympathise to the extent that it is irritating when things don't "just work" for you, but as the problem seems isolated to your computer I would suggest you persist with what I agree with you is excellent software. When an application fails to quit the way you describe I have often found this is to do with file system or in particular network issues, the app is expecting a response to a file access and for some reason this is not coming back. Sometimes a timeout will occur but other times it just waits. Nothing has crashed, it's literally just waiting. Are you using any external drives? Are you using a NAS or cloud sync services like Dropbox? Have you run Disk Utility checks/repairs? Have you checked where Capture One is storing its catalogue files to ensure there is enough disk space and permissions are correctly set? The more info you can give the more likelihood of figuring out your problem.

It is of course up to you if you want to pursue a refund and to Phase One if they wanted to make a gesture of goodwill by giving it. Nevertheless, despite using Lightroom for seven years you say you "never had the slightest problem with it" but *something* made you want to pay out for Capture One! I say work out the problem and you'll be happier in the long run.

Nick

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Permanently deleted user

July 26, 2014 21:04

[quote="IanW" wrote:
I created a support case for this issue and have gone through a process of providing logs and crash reports and now I have reverted to version 7.2.2 as recommended by C1 support. I am still having this problem and I have requested a refund from the worldwide" branch of Phase One in Cambridge, MA but have received no reply.
Can anyone tell me how to get my money back?

regards
Ian

Just contact your credit card company. Tell them you bought version 7.2.3 and that after having problems tech support
said you have to resort to a prior version of the software. Your credit card company is obliged to refund you if the software company tells you you have to use an older version that is not what you bought.

Phase One would be smarter to refund you because it will most likely cost them less.

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Keith Reeder

July 27, 2014 01:06

[quote="IanW" wrote:
that the version I trialled was not the version I purchased then the trial cannot absolve Phase One from providing a product which is "fit for use" which this version clearly is not.

It clearly is, Ian - or we'd all be making the same complaint about it.

Pounds to pennies that the issue comes down to something about your local set-up.

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Keith Reeder

July 27, 2014 01:09

[quote="FredBGG" wrote:
Your credit card company is obliged to refund you if the software company tells you you have to use an older version that is not what you bought.

Drivel. No credit card company in any jurisdiction I'm aware of will accept the financial burden of refunding money "just because", and there is no obligation whatsoever - anywhere - for them to do so.

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Permanently deleted user

July 27, 2014 06:54

[quote="Keith Reeder" wrote:
[quote="FredBGG" wrote:
Your credit card company is obliged to refund you if the software company tells you you have to use an older version that is not what you bought.

Drivel. No credit card company in any jurisdiction I'm aware of will accept the financial burden of refunding money "just because", and there is no obligation whatsoever - anywhere - for them to do so.

Let me clarify. The credit card company makes a refund, but charges the vendor for the refund.
Just about any credit card company will require the vendor to accept refunds if there is good resin to consider the product unsatisfactory. The fact that Support recommended reverting to an earlier version of the software with less functionality's sufficient cause.

I hav received software refunds in this manor.

That said we are talking about relatively cheap software. It pretty much is nearly almost always on sale at half price making it about as expensive as a modest plug-in suite for Photoshop.

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IanW

July 27, 2014 06:55

Thanks for all your thoughts. I am continuing with the support case I raised because ultimately I would prefer C1 to work. The demise of Aperture (which I had been using alongside LR) and the ever increasing emphasis on the cloud by Adobe have caused me to look for alternatives.

regards
Ian

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Permanently deleted user

July 27, 2014 06:58

[quote="Keith Reeder" wrote:
[quote="IanW" wrote:
that the version I trialled was not the version I purchased then the trial cannot absolve Phase One from providing a product which is "fit for use" which this version clearly is not.

It clearly is, Ian - or we'd all be making the same complaint about it.

Pounds to pennies that the issue comes down to something about your local set-up.

Does he have any other programs that refuse to quit?

I do not think that he would have trouble demonstrating to the credit card company that version 7.2.3 has problems.

Plenty of other users have posted issues.

Phase One should just issue the refund. They are fully aware of the stability issues of their software. It is often unstable on systems where other imaging software runs just fine.

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IanW

July 27, 2014 11:05

No I don't have any other programs that fail to quit but I do have a feeling I may have solved my problem. I had not realised that the external drive I have connected to back-up with Time machine has been backing up my C1 catalog. I have now excluded the C1 catalog from Time machine and so far at least it seems to be behaving. I wonder if C1 was failing to quit because Time machine was writing to my external drive at the time?

regards
Ian

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IanW

July 27, 2014 17:31

Oops. No it hasn't just hung again

regards
Ian

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SFA

July 27, 2014 21:49

[quote="IanW" wrote:
Oops. No it hasn't just hung again

regards
Ian

Ian,

I use sessions and not catalogues and Windows not Mac.

Other than try to exit once when I was still importing a large number of files (I had switched to a different application and forgotten plus it was on an old machine with a slow USB connection) I have never had a problem with C1 hanging - so I would imagine it's not a endemic problem with code although the world of computing has plenty of configuration surprises up its sleeve to make more of us look silly from time to time.

With catalogues there may be a lot going on - more than there would be with simpler sessions perhaps. And things like backups, creating thumbnails or preview files (especially if you use large preview files) and all sorts of other things that you may not realise are happening (though you may in fact find them desirable if you know) could be going on. Some may be operating system based - I'm guessing because I don't use a Mac but Windows also has a few interesting background tasks form time to time unless you disable them.

Take some time and consider what may be going on. Then, if none of that make sense, enjoy the gratification of throwing toys out of prams - something I find satisfying form time to time.

BTW, on the basis of fitness for everyone's purpose, Apple, Microsoft, Adobe and everyone else would have been drummed out of business several times in recent decades. We would likely also have no banking system and politics would have been dispensed with centuries ago.

Whether one might think such changes would be good or bad is probably something for discussion in another place at another time.

Grant

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