License problem capture one Fujifilm please help

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12 comments

  • Mike Leski

    D.J. Hess I have exactly the same issue and I've contacted support this morning. I've not received anything yet, have you? I've also tried Facebook posting and messaging but still, as of now, nothing. I'm so frustrated about this, it really prevents me from progressing with my work.

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  • D.J. Hess

    Mike Leski, i have filed a request yesterday, have not heard anything yet. Hope to hear from them soon because clients don't like to wait and really don't won't to step back to Lightroom workflow. If you get an answer please reply in this thread.

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  • Mike Leski

    Hi D.J.

    Let's hope we get some answers and a real solution. No, you're right, we don't want to head back but I might be forced to this time if I don't hear about it today. Please let me know if you get anything. I'll do the same:)

    Many thanks,

    Mike

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  • SFA

    @D.J.Hess

    I cannot think of a reason why you would see a message about "2 free upgrades" for a Subscription license.

    Or, indeed, at all at any time in the past several years. Are you a Phase Camera user or have you previously had a perpetual license?

     

    From this document:

    https://support.captureone.com/hc/en-us/articles/360002412757-How-to-upgrade-Capture-One- 

     

    "If you are using a subscription license, there is no need to upgrade it because any subscription license code allows you to use the latest version of Capture One."

     

    That suggest to me that all you need do is download and install. Or is it a process undertaken automatically? I don't have a subscription so have no direct experience of the specific process for subscriptions.

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  • D.J. Hess

    Hi SFA,

    Annual sub since November

    "If you are using a subscription license, there is no need to upgrade it because any subscription license code allows you to use the latest version of Capture One."

    That’s the problem, if I enter my license I tells me I can’t upgrade... so it does not install. I deactivated my working capture one to update, but now I can’t install any other capture one with my license. And all CO does is redirecting me to install CO21 what does not work.

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  • SFA

    So you are using the subscription based license from the November change over from the previous Fuji perpetual license?

    When you downloaded the update did you attempt to install in the original folder for the previous version or in a new folder?

    I run perpetual license installation and tend to retain previous installations rather then "repair" them and overwrite with the new releases. I don't know if that is a viable option for subscription users.

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  • Mike Leski

    I never had a perpetual licence for C1. I only had the Express version but for a short time, can't remember when exactly but that was before I updated the OS to Big Sur, it must have been on Catalina. So I never had the perpetual licence of C1. I had the trial for v21 and that's it. 

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  • Mike Leski

    If the issue isn't resolved I think I'll need to ask for a full refund. I've invested money here, including into styles, let alone time. I can't imagine how this is such a big problem for software we rely on work delivery. This problem shouldn't even exist.

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  • Mike Leski

    My question is simply this: is it possible to receive a new licence key I can use which would over-write the invalid one I've ben sent with my purchase (, as that is what appears to be the case)?

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  • D.J. Hess

    @sfa i did not have a subscription, just like @mike I have been using Fuji express before. I removed previous installation en installed new CO in default folders. Still have not received an answer from the CO team

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  • D.J. Hess

    @Mike they just refreshed the settings of my key, and now I am able to activate my capture one, problem solved

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  • Mike Leski

    Hi,

     

    Yep same here. Happy days again! :)

     

    Thanks! :)

    Mike

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