How do I request a refund?
Hi,
I bought a year's pre-paid subscription to CO a few days ago but it won't even start up on my PC. The cursor spins for about a second and then nothing happens. I have mailed technical support a few times but nobody is replying. I'm less than impressed by this.I thought I'd give you a try instead of Lightroom this year but it looks like a bad move.
As the software is unfit for purpose I would like a refund. Can you tell me how to go about this.
Thanks.
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Hey Dave, I cant imagine how you must be feeling.
I do recommend trying to get it fixed first and then maybe get a refund. I am a Long time Lightroom user and I will honestly never return to lightroom even if you paid me to.
Give the support team a chance to resolve this for you!0 -
If you want to cancel you will have to "submit a request" as you did for tech support:
https://support.captureone.com/hc/en-us/community/topics/360000154057-Feature-RequestsDid you start with the trial version?
Did that work?0 -
Did the Installation process complete successfully?
Have you already tried re-installing?
Which version and release of Windows are you using?
Which methods have you tried to start the program?
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Hi all, thanks for your comments.
Yes I did reinstall. I downloaded the latest version pointed to by my sign-up mail. I also downloaded the version from the trial page and tried that as well.
I have the latest version of Windows, no more updates available for it. Using a Ryzen 3095X CPU and an Nvidia GTX 3080 and 64 GB of RAM. The system is no slouch and I have no problems with any other programs, even GIMP works fine with it.
In response to Daniel, I have waited three or four days and had nothing from tech support only an automatic "We have your mail" reply, despite a couple of follow up mails. I paid over 200 Euro for the Pro version and have software that won't even start up, so you can imagine that I'm more than slightly frustrated that tech support won't even talk to me. If they bothered to respond I'd be happy to give them a chance but they haven't even said hello :)
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Dave,
When you write "email" did you use the "Submit a request" link and get a case reference number.
If not you should do so - it's the official support route.
I would check the log files to see what leads they may provide.
One of the first things that happens during the start up process is a check for OpenCL capability and there is a log file that related specifically to this. Now at the back of my mind is a thought that I have somewhere seen suggestions that there may be some anomalies with Win 10 and NVidia drivers for some of the more powerful recent releases and their drivers.
I could be wrong but it would be worth checking the log file to see if any problems are suggested.
Are you familiar with where these files can be found?
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Thanks SFA,
I checked appdata and found the log file. It's throwing the following error
Could not load file or assembly 'P1.AppCore.dll' or one of its dependencies. The specified module could not be found.
The dll is there, I had a look. I tried running it as admin to make sure it wasn't permissions but no luck.
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I was searching for any other similar problem and I see someone called David Sharman also reported this. Maybe it doesn't like the name David :p
It's in Chinese characters so I can't tell what the date was but I see no resolution to the thread. I note that SFA also commented there :)0 -
This thread seems to talk about the same error message: https://support.captureone.com/hc/en-us/community/posts/360011415298-Capture-20-does-not-open
The two reported fixes were: 1) install and run as a Windows administrator, 2) installing the latest Visual C++ Redistributable from Microsoft. You could try this suggestions.
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Hi Jeff,
Thanks for that. Yes I found those two earlier and tried both but no joy!
Dave.
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Dave,
I would guess the "one of its dependencies" is the issue and its likely to be some sort of Windows mismatch.
There was a patch release today (or late yesterday).
If you did not get that it might be worth trying it.
There is nothing specific about it in the release notes but then if its something deep in the Windows/C1 relationship under the hood there probably would not be.
Nothing I can try. I run an 8 years old Win 7 notebook and, officially, Win 7 is no longer supported. My last attempt at running the beta final reflected some sort of problem but apparently not all Win 7 installations will be problematic.
Are you running it directly from the .exe or via a shortcut generated during installation?
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Hi SFA,
I think you're right, probably one of the dependencies. Not much I can do without the source code and a debugger :)
I've tried running it from the shortcut and directly from the exe and both of them as Admin, also installing as Admin and running both as Admin but nothing seems to help.
Dave.
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Dave you should update your support request with that log file error info.
Have you tried the Studio version of the GTX3080 driver?
Nvidia seem to promote these as being more stable.0 -
Hi gb,
Yes I sent on the log file to support but still no response from them. Have to say this is the worst support I've ever experienced (or not experienced to be more accurate). I'm wondering if they ever look at the forums and reply to people here? I'd have expected at least a response here even if they never look at their emails.
I don't think it's the graphics driver as it works fine with all my various RAW file importers, with Photoshop and with GIMP for Windows if I test an edit there, and even Windows' own RAW viewer works. It seems the program is having probs with finding/using its own dll files for some reason. Unless that's just a spurious message but there's no way of telling without tech support looking at it. However as people have mentioned this has happened in the past if you search the forums but there is no solution anywhere. People just seem to disappear after logging the problem.
I've updated everything including all the various run-time software installations and made sure Windows is at the latest update etc. But still getting the same error :(
Someone mentioned a patch yesterday so I'll give that a try today.
Thanks to everyone for their help so far!
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gb I love you :)
I took your advice and changed my driver to the Studio version and Capture One starts up perfectly now!Great community, thank you all for your help. Hopefully this thread will help someone in the future if the problem crops up again.
Muchos gracias amigos :)
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