Hung program

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Alberto Alen

• December 01, 2021 10:02

Hello, I believe the existence of a direct support email is very necessary, professionals are wasting a lot of time and money when the software fails us.

I have a fatal error when selecting several images, the program totally hangs.

It is a very powerful machine and from a month ago, at home with another worse machine, this error does not occur to me, what could it be due to?

Thanks

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• 

  gb

  • December 01, 2021 11:55

  AFAIK there is no email support, everything is done through their slow submit a request system:
  https://support.captureone.com/hc/en-us/requests/new

  Try these standard C1 housekeeping routines:

  Update your video card driver.
  If using an Nvidia card try using their Studio driver rather than the Game Ready one.

  Verifying your catalog or session to check/repair errors:
  https://support.captureone.com/hc/en-us/articles/360002424318-How-to-recover-a-corrupt-Catalog-

  Open C1 internal log files for any clues to the problem.
  Internal log files can be found here:
  C:\Users\[User Name]\AppData\Local\CaptureOne\Logs

  Close C1, clear C1 ImageCore cache by deleting the ImageCore folder (then restart C1).
  Image Core folder will be recreated on C1 restart.
  C:\Users\User_Name\AppData\Local\CaptureOne\ImageCore

  
  Typical hardware acceleration issues:
  Problems with exporting/processing images.
  Images have artifacts in them when viewing/processing.
  Processing/viewing images is slow.
  Try turning hardware acceleration off in preferences,
  then close C1, delete the ImageCore folder and restart C1.
  C:\Users\User_Name\AppData\Local\CaptureOne\ImageCore
  Image Core folder will be recreated on C1 restart.
  https://support.captureone.com/hc/en-us/articles/360002404937

  
  Capture One is not opening or still running in background:
  https://support.captureone.com/hc/en-us/articles/360002638818-Capture-One-is-not-launched

  Reinstall Microsoft C++ Redistributibles:
  https://docs.microsoft.com/en-US/cpp/windows/latest-supported-vc-redist?view=msvc-160

  
  After saving your catalog or session backups somewhere safe, delete C1 then reinstall:
  https://support.captureone.com/hc/en-us/articles/360002402377-How-do-I-uninstall-Capture-One-#h_01F12NY5VYERHA19G888NPKNY4

  Reinstall C1 with a fresh download of C1.

   

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  Alberto Alen

  • December 01, 2021 13:17

  Very kind, thank you very much, to see what I can solve!!!
  
  

  All the best

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