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How long it takes to respond to a ticket?

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10 comments

  • gb

    Agree not good.
    Maybe go to your account top right here, and under My Activities - My Requests ask them what's happening.

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  • Boris Tomsic

    We're probably all in the same boat. I've made a number of Support Requests and lately the time between submission and first response seems to have grown.
    One I submitted on Dec.6th with first response Jan.17th.
    Another one submitted Dec 28th with first response same day, I replied 29th but their next response was Jan.20th.
    I guess it depends how they prioritize and juggle all their work between them

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  • Nissim Pilossof

    Boris, you may be correct, it may be a matter of prioritizing. Panorama stitching, though, was one of the major selling point of this edition. So, the application crashing while stitching, not to be considered as high priority issue, is somewhat strange. Isn't it?

     
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  • Boris Tomsic

    Oh yeh, for sure, no argument about that. Also depends how many people are having a particular problem.
    Was just letting you know there are long delays in general so you don't feel like you're being ignored.
    But apart form that, it is kind of strange that it would crash for some and not the majority of others. Try asking on the Fb Capture One Technical Forum in case someone there has any ideas.
    I also currently have a Support Request running because C1 crashes whenever I try to delete more than one keyword from the Library. Again, it seems that no-one else has this problem, so why me? Very odd . . .

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  • Boris Tomsic

    After having said that I was thinking about the kind of suggestions they may make in the Fb forum.
    I'm no tech expert but the following sometimes sorts things out:
    1) Try restarting your computer if you haven't already since the problem started. After installing V.22 it tells you to do that anyway, but maybe try again;
    2) Is the problem happening in a Library or Session, or both? Try creating a new Library and/or Session and see if it still happens there;
    3) Try turning off hardware acceleration in Preferences. I have no understanding of this but I see it being suggestion as a solution to all kinds of problems;
    4) Try re-installing Capture One
    If none these ideas works then at least you'll be one step ahead if they ask you to do the same and you've saved some time

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  • Nissim Pilossof

    Thanks, Boris. All you suggested I already did before I filed the support ticket.

    But I think I found the reason: The images I was trying to stitch were DNGs. The process ran well up to displaying the preview, and then crashed during saving at about 90%, regardless of the number of images or their size. I tried it on NEFs and it worked fine.  According to this: https://support.captureone.com/hc/en-us/articles/360003336397-Improved-DNG-support C1 should have an "improved DNG support". Go figure...:). This is not an excuse, though, to delay the replay to the ticket. It was stated that the format used in the stitching was DNG, so a simple reply "not supported" should have been sufficient.

     
     
     
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  • Boris Tomsic

    Ok, no worries. Just some thoughts since it seems to be working well for most people, but there seems to also be a few with problems. That puzzles me because we all have a copy of the same program. They're not separate units manufactured and assembled in a factory then stored on a shelf until each unit is shipped to a customer.

    Hmm, that's interesting! I actually succeeded in stitching DNG files produced by the HDR feature in C1, which was a little bit of a (pleasant) surprise seeing as if you accidentally choose jpegs to stitch it tells you "C1 will only stitch RAW files". What was the source of your DNGs?

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  • Nissim Pilossof

    The source was Adobe's DNG converter. The originals, though, were TIFFs from NIKON Coolscan V (aka LS-50) film scanner, working with VueScan SW. Probably this was the reason for the process to crash, but it was able to produce a preview and crashed only while saving the result.

     
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  • Boris Tomsic

    Hmmm, yeh, ok. I guess that's not totally surprising then, being a "foreign" sourced DNG. As I mentioned, I was even surprised it worked with C1 produced DNGs. I thought it would've only worked with RAW files from specifically supported cameras. But then as you said, it produced a preview.
    You said it crashed "regardless of the number of images or their size". What do you mean by size? Mb or pixels? Sorry if this is obvious, but are you aware there is a size limit (in pixels) to the resulting stitched image file? Even so, it that was the problem, you'd think it would give a warning message or prompt saying so rather just crashing. But then maybe because it's a "foreign" DNG it's not recognising of finding the relevant information to function correctly. For example, the coding for the process might say "check total pixels here . . ." but that information is in a different place or format, so then it gets in a tizz and just crashes.

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  • Nissim Pilossof

    These were 20M pixel files, and I tried with 2, 3, and 4. The reason is probably in the files being "foreign" DNGs as you say. The fact is that with NEFs the process works flawlessly. Unfortunately, I don't have these as NEFs :(. 

     
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