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CaputreOne 20 lagging on MacPro

IT Creative

Hi, we have several mac Pro (macOS 10.15.7, Catalina) that have CO20 installed and already the license activated. But during the day all of them lag for at least 20-25 seconds and literally make mac freeze and also blocks from working.

The computers are used in a photo studio so basically they use only that application running. The computers has been all reinstalled lately. Any ideas on why this is happening?

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14 comments

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  • Permanently deleted user

    What is the model of your Mac Pro ?

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  • IT Creative

    Hello, the Mac Pro model is MacOS 10.15.7, Catalina version and the issue is with Capture one V20 (Capture One V12 seems to work fine for now). The camera used by the Studio is Canon 5d Mark 4.Thnaks in advance for your update

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  • Permanently deleted user

    Hello,

    No, that is not the model of your MacPro - what you mention is the OS version.
    Is it a "Cheesegrater" model (v 1.1 to 5.1), a black bin model (6.1) or the brand new Mac Pro released some months ago ?

    If you are not sure, just post a picture of the machine.

    Claude

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  • IT Creative

    Hello, that´s what i have : Model : Mac Pro "Quad/Six Core" (Late 2013) / Processor: 6-Core Intel Xeon E5 3,5 GHz / Sal Version : 4.1.1 / plist version="1.0" . Let me know if it´s enough, if not i will ask to send me a photo.

    Thanks :-)

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  • Permanently deleted user

    So, that's a black bin, correct ? How much RAM do you have ? And what graphic card ?

    Now, what is the format of your pictures ? Taken with what camera ? Where are they stored ? Internally ? Or on a separate media ( > Hard Disk or SSD ?)

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  • IT Creative

    I will ask tomorrow as the Mac is in Denmark and will send you the information Claude, have a nice day :-)

     

     

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  • IT Creative

    Hello Claude, here are the information asked :

    - How much RAM do you have ? 32 GB 1866 MHz DDR3
    - What graphic card ? AMD FirePro D500 3 GB
    - Processor : 3,5 GHz 6-Core Intel Xeon E5
    - What is the format of your pictures ? RAW, exporting to JPG
    - Taken with what camera ? Canon 5D Mark 4
    - Where are they stored ? Internally ? Or on a separate media ( > Hard Disk or SSD ?)
    Creating sessions and keeping RAW files on external hard drives connected through thunderbolt. (G-Drive 6TB)

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  • IT Creative

    Hello Claude,

    Here are the information asked :

    - How much RAM do you have ? 32 GB 1866 MHz DDR3
    - What graphic card ? AMD FirePro D500 3 GB
    - Processor : 3,5 GHz 6-Core Intel Xeon E5
    - What is the format of your pictures ? RAW, exporting to JPG
    - Taken with what camera ? Canon 5D Mark 4
    - Where are they stored ? Internally ? Or on a separate media ( > Hard Disk or SSD ?)
    Creating sessions and keeping RAW files on external hard drives connected through thunderbolt. (G-Drive 6TB)

    Thanks for your fast feedback / update as this issue is quite important for the Photography Team.

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  • Permanently deleted user

    Hi there,

     

    Well, I am no official C1 support, so I can't comment with certitude, but looking to your specs, your machine should fly.

    Only bottleneck I could see is in the storage. If your RAW files are created on "normal" hard drives, and not SSD, that could cause a performance lag.

    You might try and move the C1 catalogue to the internal SSD - if it doesn't reside there yet.
    And see if you have a difference.

    Otherwise, I would say:

    - Run Disk Utility first
    - Reset PRAM/VRAM
    - Perform fsck -fy while starting

    and if all of that fails: reinstall the OS via the OS Recovery partition.

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  • IT Creative
    Hello Claude,
     
    Storage is not an issue. We were using the same storage with CO12 for a long time and it was very fast.
    This several Mac were just reinstalled a few weeks ago, verified by a Mac specialist Senior, so no "run disk", "reset" or "perform process" should be needed, they are properly set and working fine.
    We will ask you to investigate more further please.
    Thanks in advance for your fast & prompt update as it is a real production issue for all the Photography department..
    BR

    Brice Legrand

    BESTSELLER IT, Frontline Support Services Spain   /   Supporter

       

    brice.legrand@bestseller.com
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  • Permanently deleted user

    Hello Brice,

    So sorry to hear about your continued problem.
    However, I have to stress once more that I am not an official C1P support, and that I am just sharing my operational knowledge of Macs to try and help you.

    As you state it yourself, everything seems to be fine, and no OS maintenance steps are needed.

    Surely you will understand that this is almost impossible to diagnose remotely. I understand the photo studio is your customer. Perhaps best to take the machine back in your workshops and assess the problem ?

    That said, the freeze you mention might be linked to an Apple Security Update, as I sometimes experience it myself on two different Mojave machines, AND NOT WHEN RUNNING C1P.

    The machine just stops responding, you can move the mouse, but no input is passed to the computer.
    Similar behaviors have been reported on Apple forums - most of them are linked to com.apple.xpclaunch

    Perhaps you might take a look on those forums, or google for "MacPro Catalina freeze", and it would give you fresher paths ?

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  • IT Creative

    Hello Claude,

    I´m updating this support case after our Photography department made some different tests and gave us a feedback :

    They made tests with Capture One V12 & V20 on a MacBook Pro (like asked) in order to complete the troubleshooting done with the MacOS 10.15.7 Catalina version where the issue has been first noticed.

    Unfortunately, Capture One V20 & V12 is also crashing on the MacBook Pro while taking pictures and processing them, exactly as it has been noticed on the MacOS 10.15.7 system.

    So we can definitively exclude the hardware issue.
    During this MacBook Pro test, as for the MacOS test, only Capture One, Outlook and Skype were running so we can also exclude that the Mac system was overcrowded.

    Additionally, the Canon 5D Mark 4 camera was not connected to the MacBook, and despite the normal operation of the Capture One V20 program, it was still freezing.

    It´s actually a huge issue for our Photography department, a real Photo production issue, their work is really getting harder and harder to execute and it´s very difficult to work in a position (especially with a model).
     
    Thanks in advance for your fast & prompt update / resolution.
     
    BR

    Brice Legrand

    BESTSELLER IT, Frontline Support Services Spain   /   Supporter

       

    brice.legrand@bestseller.com
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  • IT Creative

    Hello Capture One support,

    Can you please update the case ASAP?
    Thanks in advance for your fast & prompt update / resolution.
     
    BR

    Brice Legrand

    BESTSELLER IT, Frontline Support Services Spain   /   Supporter

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  • Permanently deleted user

    Hello Brice,

    This is just a help forum, in which users intervene.

    If you need official support of Capture One, please fill in a Support Ticket by following this link: Submit a request

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