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Capture One Freezing - Again

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83 comments

  • Christian Gruner
    Have you opened a Support Case?
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  • SFA
    Richard,

    No, I am not seeing that problem - but using sessions.

    Windows Explorer has significant issues occasionally and I have to kill the process but it's fine after it restarts itself.

    Firefox can confuse itself regularly and somewhat suddenly (one minute it's fine, the next it's struggling) but again kill and restart resolves the problem.

    C1 is fine although if either of the previous 2 mentioned really does get in a complete mess, especially Explorer, C1 can be affected as well until that problem is resolved. (In fact pretty much anything can be affected when Explorer goes AWOL.)

    For reference I am still running Win 7.

    Grant
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  • Richard Allen
    [quote="Christian Gruner" wrote:
    Have you opened a Support Case?


    I have opened a support case but was interested to find if I'm the only one having this problem as I find it strange that I am?

    If I bought an iMac and wanted to transfer all of my Capture One catalogues over to it is it an easy thing to do?
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  • SFA
    Richard,

    Are you a regular reader of the Mac forums?

    I'm not sure you would gain any advantage.

    To put that a different way - I have not seen anything that would begin to tempt me to make that move.

    Meanwhile - a few random thoughts.

    Anti-virus programs can cause havoc from time to time. Have you investigated the potential for unwanted iunterventions form that side of things?

    I had one recently that stopped my system letting me in to MS Office 365.

    It turned out to relate somehow to a specific antivirus application required for an internet banking application. Turning off the AV resolved the problem. I'm not sure it was a direct intervention by the AV program but whatever it might have been doing to some routine somewhere seemed to stop as soon as I switched it off and start if I switched it back on.

    Fortunately the banking is not something I do regularly so I have just left it disabled for now. I have another AV application running anyway so I am not specifically worried about exposed to nasty stuff just because that particular one is disabled. I'm not convinced by the product anyway.


    Grant
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  • BeO
    [quote="SFA" wrote:
    I have another AV application running anyway
    Grant

    Grant, I am not sure that running multiple AV applications at the same time is recommended anyway.

    Cheers
    BeO
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  • SFA
    [quote="BeO" wrote:
    [quote="SFA" wrote:
    I have another AV application running anyway
    Grant

    Grant, I am not sure that running multiple AV applications at the same time is recommended anyway.

    Cheers
    BeO


    In general I would say it's not a good idea for a number of reasons, system overheads being one, but when a bank does not allow you access to their online services (that being the only option for the account type) unless you are running their rather nasty looking protectionware there may not be much one can do to resist.

    I do not trust it enough to make it the only option nor do I want to have one machine with something different to the others.

    Switching off until I need it again seems to be the only obvious thing to do!


    Grant
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  • don maclean
    Hi,

    This is a known problem since v8 with no apparent solution. I was also going to upgrade to v9 but chose not to because the problem has not been fixed. It has been there in Windows 7/8/8.1 and now 10 with both v8 and v9.

    If you search the forums there are other threads ... typical symptoms are that it gets stuck on 1 of x images being displayed and sometimes with more than one instance of CaptureProcess.exe running.

    But the good thing about it is that it can only occur once on PC startup. 😄

    Been reported many times and my suspicion is it is something to do with licensing.
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  • Richard Allen
    [quote="AiDon" wrote:
    Hi,

    This is a known problem since v8 with no apparent solution. I was also going to upgrade to v9 but chose not to because the problem has not been fixed. It has been there in Windows 7/8/8.1 and now 10 with both v8 and v9.

    If you search the forums there are other threads ... typical symptoms are that it gets stuck on 1 of x images being displayed and sometimes with more than one instance of CaptureProcess.exe running.

    But the good thing about it is that it can only occur once on PC startup. 😄

    Been reported many times and my suspicion is it is something to do with licensing.


    ------------------------

    I contacted support two days ago and am still waiting for some kind of response!

    I've just tried opening my latest catalogue (I have a catalogue for each year) and it's only loading 47 of 380 images. The orange circle at the top of the screen stops while partially loading the images and won't go any further.

    If I open another catalogue and check this one uasing the 'Verify catalogue or session' feature it says that the catalogue I can't fully open has no faults.

    So, once again, I am paying monthly for an application that (at present) I can't use!!!

    This has happened to me (on and off) for about the past year as I had this exact same problem with version 8.

    It would be nice if the technical support team at least got back to me and said that they're working on solving the problem, at the moment all I get is silence.

    Come on guys, be polite and say something to me.....
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  • Richard Allen
    I contacted the support team about my problem with Capture One freezing on the 10th of this month, it's now the 15 and I haven't had the courtesy of any response at all!

    As I was unable to open my catalogue I created a new catalogue and imported all of the images from the 'problem' catalogue into the new one.

    I found I could then open all of my images but had to spend two days re-editing all of the images from my previous catalogue.

    Everything weas going just fine until just now when I opened Capture One to find that my catalogue which holds 335 images could only show 1 image and wouldn't open that one as it had frozen again.

    Can someone please tell me why techniocal support are no longer answering my calls for help as am paying for an appllication that doesn't work as it should do?

    To say that I am getting angry would be an under-statement !
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  • SFA
    [quote="Richard_Allen" wrote:
    I contacted the support team about my problem with Capture One freezing on the 10th of this month, it's now the 15 and I haven't had the courtesy of any response at all!

    As I was unable to open my catalogue I created a new catalogue and imported all of the images from the 'problem' catalogue into the new one.

    I found I could then open all of my images but had to spend two days re-editing all of the images from my previous catalogue.

    Everything weas going just fine until just now when I opened Capture One to find that my catalogue which holds 335 images could only show 1 image and wouldn't open that one as it had frozen again.

    Can someone please tell me why techniocal support are no longer answering my calls for help as am paying for an appllication that doesn't work as it should do?

    To say that I am getting angry would be an under-statement !


    Richard,

    No response at all is, in my experience, unprecedented.

    Clearly there is something wrong here.

    If you log in to your account and look as the support cases created what do you see?


    Grant
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  • Richard Allen
    Grant,
    I see "Waiting for Supporter".

    This situation of Capture One freezing on me has been going on for many months now.

    I finally found an application that gives me the image quality I want (when using Lightroom I always though my images were lacking somewhat and thought it was down to my camera, a Nikon D3 and now a Nikon D4s, but using Capture One really transformed my images into what I had always assumed they should look like) and now I'm so frustrated, not only with the application but with the lack of technical support.

    I've not been rude to technical support at any time, in fact I've been overly nice considering the problems I've been experiencing.

    I also contacted head office and got a response from Camilla Carstensen stating that she would contact technical support for me; still no response!

    Regards,
    Richard
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  • Richard Allen
    It's now 6 days since contacting technical support and despite several e-mails to them I am still getting no response.

    What do I have to do to get them to respond?

    I didn't think that PhaseOne cared so little about their customers?

    This is a view of the latest screen I got when opening Capture One.



    And here...

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  • SFA
    [quote="Richard_Allen" wrote:
    It's now 6 days since contacting technical support and despite several e-mails to them I am still getting no response.

    What do I have to do to get them to respond?

    I didn't think that PhaseOne cared so little about their customers?

    This is a view of the latest screen I got when opening Capture One.



    And here...



    Richard,

    Why is the Windows task bar visible at the bottom of the screen?

    Does Windows 10 always do that?


    Grant

    ETA: Also .... what is the orange dot next to the "1 of 380" count.

    I have don't recall ever seeing anything like that before.
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  • Richard Allen
    Grant,
    The orange dot is a circle that slowly completes a 360% rotation ending up as a complete orange ball as Capture One loads (or reads) the images in any particular folder. It happens every time I open a catalogue. Maybe it's just a 'Windows' thing?

    As regards the Task Bar, I have it set to be always in view, I could select to auto hide it if I chose to do so.

    I also had a response from Technical Support stating that a Christian Gruner had been in touch with them and requested that they help me out; so a very big thank you to whoever Christian Gruner is, you're a star and I'll buy you a pint if I ever meet you... 😊

    What is strange is that after 5 days of not being able to use Capture One I gave it one last go and it started up perfectly; I have no ides whyas I hadn't done anything; very bizarre.

    Two suggestions from Technical Support were interesting as I had noidea that you could do that; they were as follows...


    When capture one hangs, open task manager, then right click the capture one process and select 'create dump file' note where the file is saved. locate it. zip it. attach it here to this case.

    Last option; when capture one hangs. press and hold letters I M A G for 10 seconds. this will kill capture one and trigger the crash reporter. fill in your name and email (so we can locate your crash) . fill in the "what were you doing when the error occord" box and also make sure to enter the case number from this case then submit the report and return to this case and let me know you have sent in the report so I can check it.
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  • John Doe
    [quote="Richard_Allen" wrote:

    I also had a response from Technical Support stating that a Christian Gruner had been in touch with them and requested that they help me out; so a very big thank you to whoever Christian Gruner is, you're a star and I'll buy you a pint if I ever meet you... 😊

    Christian Gruner is test-engineer at Phase One. He's the first person who responded in this thread (see above). 😊
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  • SFA
    [quote="Richard_Allen" wrote:
    Grant,
    The orange dot is a circle that slowly completes a 360% rotation ending up as a complete orange ball as Capture One loads (or reads) the images in any particular folder. It happens every time I open a catalogue. Maybe it's just a 'Windows' thing?

    As regards the Task Bar, I have it set to be always in view, I could select to auto hide it if I chose to do so.



    OK, thanks Richard.

    Using sessions I had not noticed the orange blob timer.

    I have just tried a large session load and it popped up for a fraction of a second and then disappeared. If no images are going to be specifically selected I don't see the "1 of xxxx" either so the two things may be connected IF the load of the session/catalogue is also pre-selecting as it goes - but that's a guess.

    The boundary layer between a Windows feature and an application feature - as with the selection of stuff at the bottom of a screen (unless things have been moved to the sides) - does have some potential for fuzziness in my experience.


    Grant
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  • Christian Gruner
    [quote="Richard_Allen" wrote:
    I'll buy you a pint if I ever meet you


    Come by Photokina this year, and say hi!
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  • Richard Allen
    I might just do that and have a look at the XF and Series A as unless I win the lottery it'll be the only way I get to hold one. 😉
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  • Richard Allen
    For some strange reason Capture One started as it should and continued to work, for a few days and then has gone back to its freezing \ hanging.

    I have sent a Dup File and a Crash Report to technical support three times now (Thursday and Friday) and am still awaiting some response.

    I wouldn't mind it if technical support contacted me to say "hey, we've got your reports and are working on a solution and we'll get back to you shortly", but no response (again) is now getting very wearing. It's frustrating enough that I am paying for an application that I can't use and that Capture One is the only application I have that is giving me problems... Lightroom and Photoshop have never given me problems and are still working just as they should so why is Capture One giving me problems?

    I even bought a new desktop computer to try to solve my problems with Capture One but seems to be money wasted!

    I pay monthly for Capture One and I've just had (about) a week with it not working, so where is my refund on this months fee?

    I am frustrated and close to tears here, I've done nothing wrong, I've always been poilite to technical support despite everything and still I'm being (in my perception) ignored.

    After Christian Gruner very kindly got in contact with technical support on my behalf (and why did it take his intervention to get anything moving?) they stated that they hadn't gotten back to me due to a heavy work load "We currently have alot of cases so no one has had the time to pick this one yet"; well if their work load is so heavy then either they're under staffed or there's a lot more people who are having problems which leads me to believe that Capture One has a lot more problems than we hear about.

    I aploogise for the long 'rant' but I am so frustrated, close to terars over this and don't know what to do next to get some real help.

    My apologies,
    Richard
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  • SFA
    [quote="Richard_Allen" wrote:


    I aploogise for the long 'rant' but I am so frustrated, close to terars over this and don't know what to do next to get some real help.

    My apologies,
    Richard


    Richard,

    I sympathise with you about the problems and tend to agree with the perception of frustration with no response appearing at all.

    That does not match any of my experiences with the relatively few Support Cases I have raised over the years.

    Automated responses are all very well but, in my personal experience working in support environments, they often become a "catch all" crutch that does nothing for problem solving.

    Consider the big utility companies or the mobile phone people. Huge investment in automated and structured support seems to lead only to more and more customer dissatisfaction.

    I don't think you can infer anything from a heavy workload. Bear in mind that the recent successes of persuading users to create Support Cases for just about anything may have increased volumes of calls more than expected and we have no idea how the available resource is deployed and allocated. Being a technical resource (if it is to be of any real value to us) it's not something a manager can instantly expand should the need arise.

    Moreover your particular long term experience suggests that you need some very specific knowledge and experience to be deployed if you are to get to the root of the problem. That resource may well be scarce.


    What, if anything, can you remember as being different on your system when it worked for some days (as you mentioned a few posts back?)

    Did you, for example, have a virus checker program disabled?

    Or a peripheral device unplugged?

    Or a different printer set as the default? (Don't laugh - that is a genuine problem from a business software application problem solving investigation a few years back. User selected a different network printer and set it as default. Up to date Drivers not present on the machine - application/Windows was not happy.)

    The log files may or may not help when a freeze or crash occurs (nothing will be written to the log) but comparing how whatever leads up to the failure did NOT lead to the failure for several days - or was not used for several days - might provide some clues.

    I would guess that the P1 people who have looked at you problem in the past and read through the history are just as frustrated and disappointed as you are. That does not solve your problem of course but should not be entirely forgotten.


    Grant
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  • Richard Allen
    Grant,
    Thank you for your kind words and assurances, it's very much appreciated.

    Between Capture One working, to not working and then back to working and back to not working, nothing had changed with regard to other applications; the virus checker I use (AVG) has always been enabled and no new drivers (as far as I can recall) were added.

    It is just so frustrating to have Photoshop and Lightroom carry on without missing a beat and having Capture One constantly give me problems.

    I'm just an amateur photographer who does this for pleasure; if I was doing this as a job I'd soon be out of business.

    Thanks again,
    Richard
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  • SFA
    Hi Richard,

    I also use AVG and although it can throw the odd spanner and becomes very annoying when they issue 3 or 4 "re-boot" updates in a week, I don't recall it causing me problems with C1. Maybe a false positive for a "tracker" or something back in V7 days. That's about it.

    Then again I use sessions not catalogues so certain aspects of our experiences will be different.

    Nevertheless you seem to be experiencing far more problems than anyone else based on posts here in the forum - even across two machines. Extremely unusual - which is surely making this a bigger challenge for everyone, not the least you.

    Your C1 experiences seem similar to my Firefox experiences. They seem to be related either to Flash (definitely not a happy relationship) and dodgy advert feeds that result in a locked browser that will, sometimes, allow itself to be cleared when a problem box pops up but more often has to be killed off.

    Fortunately if one catches it on a restart it can recover - much as C1 can recover.

    The challenge with trying to analyse log files is that they tend of necessity to be verbose. So you can see a lot of lines that appear to represent a problem BUT may not be anything more than a report of a temporary unpredicted delay in a process for example. A subsequent success may not be recorded. Without knowing the design intent of the log file it is possible to waste a lot of time up blind alleys.

    As a software designer the problem is deciding what to put in the log files ... or even being able to guess about what may be of significance.

    I have some software that might allow useful extraction, grouping and analysis of the data but will require some work to understand what is worth extracting and grouping - and then some wondering about what it tells us. It's a project I was planning for next month. I may bring it forward if I can.

    Just need to know what I am looking for.


    Grant
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  • BeO
    [quote="Richard_Allen" wrote:
    ...they stated that they hadn't gotten back to me due to a heavy work load "We currently have alot of cases so no one has had the time to pick this one yet"; well if their work load is so heavy then either they're under staffed or there's a lot more people who are having problems which leads me to believe that Capture One has a lot more problems than we hear about.


    The positive thing might possbily be in the future P1 having either have more staff or/and having a longer test period in order to recognize and solve more issues prior to official release.

    This doesn't help you right now of course.
    Do you have the possibility to install a VMWare with a mininum software and C1 installed, maybe an old WIndow 7 licence lying around which you can reuse? (I am not familiar with licensing Windows on VMWare, seems to be dependent on the license being native or OEM etc.)
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  • Richard Allen
    How will VMWare help as I believe it's a 'virtual desktop', whatever that is?

    Richard
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  • SFA
    VMWare ... an interesting thought. I suspect that licencing and some other requirements might present some challenges but my knowledge is scant.

    Richard,

    A thought. If your problems have crossed from one machine to another (iirc you bought a new machine rather than just upgraded components? Or am I getting mixed up here?) then the problem might lie in the C1 data.

    Can you successfully open a catalogue and scroll around in the browser window without an crashes? Use the scroll bar slider(s).

    If you can, make sure all variants are open not stacked and then just go through the entire set nice and steadily looking for any thumbnails that look "wrong" or "damaged". If you find any note the image name and let's have a look at them.

    The other crossover data would be the presets, ICC files, etc. But let's start with something a little more accessible.

    Grant
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  • BeO
    [quote="Richard_Allen" wrote:
    How will VMWare help as I believe it's a 'virtual desktop', whatever that is?

    Richard


    Well it is like another operating system incl. drivers, software etc. on the same hardware. This makes (only) sense if the operating system (e.g. win7 vs. win10), drivers, Antivirus or other programs play a role in the issues. If the issues are caused by C1 or the catalog it wouldn't help.
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  • BeO
    Richard,
    did you have a look into the log files and the eventvwr?
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  • Peter Jones
    People

    Has Phase any idea how damaging this ongoing DIY saga is for Cap1's reputation? Do they really expect other users to be immune from all the negativity that is being generated? Would any sane person volunteer for v9.04?

    Or, more succinctly, what IS the point of Cap1 in its present state?

    And where is the apology from Phase One with the offer of a refund for all v9 users?

    I despair.

    Peter
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  • BeO
    [quote="Peter" wrote:
    Would any sane person volunteer for v9.04?


    Yes, me. (though not everyone would say I'm sane, but for other reasons... 😂 )
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  • Christian Gruner
    [quote="Peter" wrote:
    People

    Has Phase any idea how damaging this ongoing DIY saga is for Cap1's reputation? Do they really expect other users to be immune from all the negativity that is being generated? Would any sane person volunteer for v9.04?

    Or, more succinctly, what IS the point of Cap1 in its present state?

    And where is the apology from Phase One with the offer of a refund for all v9 users?

    I despair.

    Peter


    Peter, you seem to forget a very important point:
    - A forum will always be a place where you will see more negative stories than positive. Why? Simply because for the majority of users it is just working. They are busy making money off their photography using CO as a tool to get there, which leaves no time or desire to be active on a forum.

    If your have any problems with your Capture One, please contact our Support team right away.
    Finally, please keep on topic. Your last post was far from it.
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