Seriously About to Pull My Hair Out(vent)
Still having issues with CP1 Ver 21. My previous post shows you what I've been dealing with. Now I think that I should go to CP1 Ver 20. Is that possible? With the issues I'm having here?
I cannot find the images to move them out of the Pictures folder on my Mac Mini M1. It's a 2TB and because it now has just 58.62GB of space left, it's running way too slow, I got this machine to work more efficiently and I feel like I'm on my Mac Pro Mid 2012, only everything works slightly better.
Now my images show that they are offline.
I'm just trying to finish my work here, like so many of us. I've already contacted support, and I FINALLY hear back after 7 DAYS the other day. Now: crickets.
I get it, they are inundated because of the new updates. They are also in Denmark. What they need is to create a tech team that will work with all time zones, like dare I say it....Adobe. I'm in NJ, they are 5 hours ahead.
My clients have been more than patient with the issues I was having with my ancient equipment, and now with this nonsense. I'm still on the trial version, c'mon CP1, you have to be better than this!
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7 days ? unbelievable so the faster you accept that c1 is now a software which does not fulfill the basic standard of support for a software used professionally the better it is for your mental health :-)
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Someone is about to help me, I just want this to get figured out. I really like the software, however this division needs to work things out on their customer service and tech end. For a customer to have to come up with a workaround is not acceptable like this.
I know that they don't seem to check out the forums, or the standard reply is go the the Help, FAQs or Community, but that's NOT acceptable for all of us. Sometimes we need more than that. Most often, we want someone to literally walk us through and make sure it's working as it should.
These Support Tickets are a NIGHTMARE.
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i´m sorry I can't offer help as I never used the catalogue feature myself because it started with horrible issues many years ago and following this forum it still is to often a source of problems. they have a duty to help resolve your issue in an acceptable time frame, this clowns are releasing new versions introducing new bugs again and again, no wonder support is overwhelmed, but they never learn from their mistakes and I seems the don't care much when some jump ship but this is the only thing you can do.
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Thanks and yeah, it's truly a nightmare. I had to switch to new computers recently and it was not an easy decision to make. I can't even open up CP1 on my old tower(I have it networked to the Mac Mini M1), because no matter what I do, the catalogs are now completely occupied by this newer version.
Then there are the Events that can't be imported or exported, and it's just ugh.
I did have someone get back to me saying that he could help me between 7PM and 12AM Eastern European Time, so here I am waiting....until someone can help. They are 5-6 hours ahead of us.
In the meantime, I'm using my workaround, my Startup Drive is almost full, and I can't move anything around until I get a better handle on this mess.
New M1 Mac....
Crashed it 3x already....it's running dog slow because this needs to be fixed.
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hm....Eastern European Time is not Denmark.
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RIght? I was told that they are based in Denmark, however the tech person may be somewhere else, because my world clock says 5 Hours ahead not 6 hours.
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did read about a software development unit based in greece but maybe it has become downgraded which would explain a few things... ;-) or you get competent help.... or they have outsourced support in general the baltic states come to my mind and are in the same time zone....
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Is this is this what you have been trying to do? Move catalog
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@Deirdre Ryan: it sounds like some issues that are unrelated to CaptureOne led up to the situation you're in now. Here's couple things that jump out:
- The M1 Mac Mini is the most basic & entry-level desktop Apple offers and is meant for "light" workloads like word processing, web browsing and the like. It is not meant for running professional applications with significant hardware requirements. While you can run these apps, you have to know how to deal with the hardware limitations accordingly. I hope you don't have the standard 8GB of RAM installed, as CaptureOne can demand anywhere from 2GB - 20GB. Paging happens anyway with 8GB of RAM but the system needs a good chunk to itself and there will be only so much left for other uses. Having then multiple applications open that consume several GBs of RAM and your paging space is low, memory issues and crashes are bound to happen. If you are going to use CaptureOne, then that's the only application you should have open as it will need as much RAM as it can to function properly. Besides, how your Notes app uses 2GB of RAM is beyond me. It's a text application, mine uses 65MB. I would look into that.
- CaptureOne does not official support M1 at this time. It runs under Rosetta2 but there may be issues. That's a risk you accept if you do want to run it on M1. If you have client work that depends on a functioning system, it's just not a risk I would personally take. - Full disclosure; I do run CaptureOne on the M1 Mac Mini as well, with 16GB of RAM and all assets on an external RAID 0 SSD drive. I have zero issues and it's fast. This is all for my personal work though, I'm fine with the risk.
- Images would not just disappear, they're still somewhere. They're either in the catalog file that you can inspect with right-clicking and choosing "Show Package Contents" or if you imported them as referenced, then they would still be in the location where you referenced them from. CaptureOne tells you in the info of the file where that location is. It also offers you to re-link them if the file is not in that location anymore.
- In any case though, if you're just trialing v21, why not scrap everything and go back to v11 since that's where your setup was working? Ian provided a potential fix for the locking issue, I would try that on v11 and then move the catalog as per LVS' suggested article. Once you've successfully moved your catalog to an external drive, then give v21 another try (with memory considerations). It is a worthy upgrade from v11 to v21.
While I've certainly had my own gripes with support and with CaptureOne in general, I don't think there is much to criticize here. Yes, it can take sometimes several days for a response but someone walking you through things on the phone is not support you're paying for. Might be a professional service that they could consider in the future, who knows...
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Thank you all for your suggestions :)
I understand that the Mini is an entry level system. I am having problems related to different issues on the Mac Pro 2012 that was really cutting into my workflow. Getting the Mini is a "bandaid" until I can get a another Mac Pro. Unfortunately with the way this pandemic has affected my business, getting the Mac Pro wasn't in the cards this time around. Otherwise, I would've gotten it. Honestly though the way things are going, I may just return it and bite the bullet to get the Mac Pro.
On that note, I was able to get a live tech to help out. He could see the issues that I was having and was really great. We tried many different things to get it working properly, and it's going to take some time on my part of course.
I'm not usually like this, but when you have multiple clients who you're working on projects for, that your older system can't handle anymore, and the new system is also having issues, having someone to chat and walk you through it, making sure that what you're doing with the catalogs so that they don't become corrupt, is a time saver as well as peace of mind in the long run.
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