V 22 - crashes when change 'next capture adjustement' in Capture Module
Long time pro user of C1 and finding this really frustrating. When I start a new session and in 'Capture module' I try to change the 'next capture adjustment' to 'copy specific from last ...' it crashes. This is on my 2019 iMac with Catalina and my Macbook Pro M1 Max with Monterey. I use this ALL the time for tethering (which is every shoot I do as I want to copy everything except the crop to the next image), and no reply from Support yet. Anyone have this issue or figured out a work-around please, thanks!
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David,
Not an area of great expertise from me and I'm not aware of any great changes in that area of functionality for V22 (other than maybe some manufacturer-specific stuff like Canon Wireless tethering). So why you should be getting different results compared to previous experiences is not obvious.
However, it occurred to me that your description mentions a new Capture Session for the tethering and then changing the next capture setting to copy from last .... but no mention of whether you have already captured an image to be used as the "last".
Even if there is nothing already captured one would not expect a crash but it may be that something that is normally available to the process is not available after this update until the is a "last image" already in place.
If you already have a "last image" and it crashes then clearly just ignore this idea completely!
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Thanks for the suggestion but unfortunately it crashes if there is no 'last image' or if there is a 'last image'... This has never happened (for me) in an other version (and I have been using C1 pretty much daily on professional jobs for last 5 years. Thanks anyway SFA.
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Very strange.
I assume you have already been through the usual reboot steps on a "maybe this might work" basis?
Are you up for attempting to check the log file to see if it offers any clues?
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Hi SFA, Yep thanks I have tried all the usual reboots (and the fact it happens with both my computers is odd, and I wonder if anyone else has this issue?). Sorry I have no idea how to check the log-file or indeed what to look for? Thanks, David
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Good point about both computers.
Is it fair to assume that everything works OK so long as you do NOT attempt to change the "next capture adjustment"?
Is the deselection of the crop adjustment specifically implicated in this problem? Or is any attempt to change the settings a source of failure?
I'm not sure what to look for either for this specific problem as far as the log files are concerned. It may be that the crash report would be more precise in identifying the moment of failure. But in either case if you are not already familiar with such information files it may not be an encouraging experience. As a Windows user I'm not familiar with Mac log details. Nor where to find them, although that info will be discoverable in older forum posts.
If you reported the problem to the Support Team using the "Submit a request" feature in the Community pages I guess it took you though the "Please gather and attach these files" process too? If so the files needed to to check for system activity leading up to the crash should be in there - but not much use if log files are not something you already have a feeling for.
Sorry I can't think of a way to assist usefully.
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David, every new version comes with new bugs, this is just one of them ! i run c1 with catalina on my the studio imac but c1 also crashes when changing the setting on my other mac with monterey installed so it does not look like an individual problem.
SFA it would interesting to know what configuration are you using as it seem you do not have this problem ?
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Thanks SFA and CSP. 'Good' (not the right word) to know that I am not alone with this crash issue and hopefully it will be fixed in an update soon!
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it is total shame they do not confirm bugs user report ! i use c1 only for tethering and dxo for processing, dxo also had some problems with the new version but what a different experience ! on their support forum staff is really helpful to get bugs confirmed and fixed.
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CSP, I agree with you about the potential benefits that should accrue to users from running a "known problems" list.
However, having run such a support operation in the past - in the days when computer systems tended to be under close control so the vendor could build software specifically for a known good configuration that would not be changing randomly as operating systems were auto-updated overnight or user implemented hardware changes AND there was no active internet on the scale that exists today - I would observe that it can be a fraught and time-consuming activity that needs very careful handling and communication skills.
If it does not work extremely well, especially in a multi-language environment, it can be very time-consuming for everyone with little benefit and, sometimes, a lot of de-benefit.
There are many factors that need to come together to make the concept both technically effective, and customer relationship effective as well as cost-effective.
I suspect that the move to the Zendesk platform has been a part of a strategic move in the direction of providing access to timely and widely available information and there is certainly a lot of information available. Whether it can be structured to keep up to date on an hour-by-hour basis (as some newly identified problems may require if supporting them is to be seen to be credible) I don't know. In theory the system is intended to deal with multiple communication options and adopt social media data. How one might use that successfully and efficiently is something I would like to see presented as a User Experience case.
Of the companies I have known who use the system in a technical support role I cannot think of one that attempted interactive real-time support.
As for my system, I mentioned early in that I'm no expert tethering and I'm not a Mac user so my ability to provide guidance to David, beyond some theoretical problem solving analysis approaches, is limited. I think it really requires another user (if working on analysis through the forum) with a Mac and knowledge of tethering to engage with David and share whether they have the same issues or not.
If they do not have the problem then knowing what differences there may be between the systems could suggest some lines of investigation. But realistically I think the log files are probably a logical first point of investigation, preferably by someone who can interpret them to a point of knowing whether there may be some sort of operating system configuration in play or a data value somewhere or simply a bug that has gone unnoticed for some reason.
One might also consider things like plists and personalisation of workspaces (just 2 examples) as possible areas to check but since I am not in a position to do my own testing and compare results with David I don't wish to take either of us down that path to a potential black hole.
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dxo does a very good job helping user, the same is true for affinity or photomechnic even adobe is phantastic with live support compared to c1, so it is possible ! while c1 an overpriced bug invested software offers almost zero support but instead makes bold claims on their website how much they care about their user, what total marketing BS ! it took me less than 5 minutes to reproduce the issue, so for all the money they take it should be possible that someone at c1 does the same and post a response here so other user are aware of a problem. but maybe they should also start with quality control before releasing a new version.....
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CSP.
I'm glad you were able to help David by reproducing the problem.
Did you take a look at the log files to see if they suggest any possible cause? Maybe something that could be tweaked to resolve the problem even if only as a temporary solution?
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Thanks CSP for reproducing the issue and letting me know I'm not going mad... seems like a basic QC failure that should have been on a list of things to check before releasing it surely. Thanks SFA, I can live with the issue but it is darn annoying and frustrating and I hope it's sorted in an update.
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no, from my experience when an issue occurs on more than one machine and with different os and different hardware and is also triggered by a certain (sub) setting it is a bug only fixable by the developers.
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it seems like a UI interface bug, the real problem is not the bug itself but how this company handles issues. instead of hiring good support staff they prefer to invest in marketing but everybody using this software will at some point make the experience that this claims are nothing but hot air. they also have time for example to respond to instagram BS but not here.
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Oh really? They answer users on instagram? (I don't have an instagram account). Then indeed the fact that they don't help here in the forum would be a big shame.
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yes, but most of their answers are self cheering of course.... but nevertheless they response sometimes to issues too which is very different to this so called support forum.
considering the size of c1 having for example 1-2 employees overseeing this forum, helping and when a bug is reproducible forward it to the development team is a marginal cost factor so there must be another reason why they avoid confirming bugs and issues in public.
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I find that C1 22 crashes a lot.
MacBook Pro 2018 running Monterey (12.0.1)
Random crashes when selecting images, after exporting, making adjustments..
Drives me crazy.0 -
I have submitted yet another ticket to Support, although it will probably end up the same as previous tickets ... eventually I just get a 'timed out' reply with no mention of my problem. An acknowledgement that there is a bug and it will be fixed in an update would be nice.
A few years ago C1 support was fast and excellent but this seems to have changed radically of late. Shame as otherwise it's a brilliant bit of software (random crashes non-withstanding...).
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I have submitted yet another ticket to Support, although it will probably end up the same as previous tickets ... eventually I just get a 'timed out' reply with no mention of my problem.
this is so unbelievable but as user keep on paying for this software they assume that it does not hurt their business and so they see no need to improve support.
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I never get why when a new major software release, why people run out and shoot jobs with it. I purchased the Cap 22 upgrade in Nov, so I could get a better deal and get the tax write off for this year. I bought a new 16in MBP Max (OS 12.1), I've been using Cap 21 without any issues a little over a month. My thought process is, unless a new camera comes out and it needs Cap 22. Then I'll upgraded software. BOTH Cap 21 and 22 will be on the MBP. I usually don't upgrade software for 2-3 months, Mac OS update 4-5 months until I update. Send in a support document and wait until there's 2 or 3 service releases (22.0.1 or 22.0.2). Read this support forum, then make a decision. I always feel like any major reales (22.0)is like a final BETA.
PS please make sure the firmware is current on you camera bodies.
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I always feel like any major reales (22.0) is like a final BETA
this is for sure not how it should be but I also do not really understand being so over careful it is just software ! if things go wrong play in the backup, no big deal. c1 should simply be held accountable to deliver a throughout tested software for the money they take. when I look back in the last 20 years doing the total opposite of you I do not remember one case which caused a major interruption just a handful of annoying issues but I also test my equipment carefully before a important job.
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Original Poster here (and I know there is now a proper v22 page) -
Support just replied to say that this is a known issue which they will try to correct in the next update whenever that is, though they can't promise....
At least I know I'm not going mad!
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@Brian Eales.
" I always feel like any major reales (22.0)is like a final BETA."
Indeed it should be, really.
If not, as both Apple and Microsoft have shown over the years by shipping something that is different to the "final beta", the results may be even less predictable.
The discussion is about whether the final beta is acceptable and with so many influences involved and so many pressures to deliver from users, there will inevitably be things that are missed and specific use configurations that will never have been tested (unless that user was active in the beta test project.)
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OP here, just to finish this thread, C1 support just emailed me to say the issue has now been fixed in the 22.1 update. Have tried it and all seems fine again. Phewy.
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