Skip to main content

Capture One ejecting my external drive in middle of import

Comments

7 comments

  • OddS.

    > Brenda Hernandez: Then Capture One issues an error and ask me to close

    The error message is classified, right?

    You may find clues in log files to help you pinpoint the cause.

    0
  • Keith R

    Any ideas on how to solve this?

    Yes. Have the courtesy to reply to Odd, and engage properly with the forum.

    0
  • Brenda Hernandez

    Hi, thanks. Sorry, I don't know how to get the log files. Any instructions you can share? I wish there is a proper customer service to resolve issues and not having to troubleshoot myself or wait for a forum. Is there a direct customer service support? I am also dealing with another issue (posted separately) as well as waiting for a resolution in order to continue working.

    0
  • OddS.

    > Brenda Hernandez: ...don't know how to get the log files...I wish there is a proper customer service

    I am tempted to ask what happened when you searched for info on how to locate Capture One log files on a Mac, but I won't because I know the answer :-) Learn how to search. I did a dirt simple google search, first item on result list: https://support.captureone.com/hc/en-us/articles/360002405257-How-do-I-retrieve-logs- 

    You should consult Mac system log files as well. I reckon you know how to locate those. Unexpected ejects can be a computer system issue (the external disk itself or its physical connection would be my prime suspect), it may not have anything to do with C1. Try google for a phrase like mac ejects external disk

    "Proper customer service" will not happen here this century and probably not the next. Your best bet is to submit a request for support. There used to be a "Submit a request" link at the upper right of this page. It is now hidden in a "hamburger" menu button.

    0
  • Ian Wilson

    There used to be a "Submit a request" link at the upper right of this page. It is now hidden in a "hamburger" menu button.

    That must depend on what device you are using to look at this page, I suppose, because the link is still there as far as I can see (using Safari on a MacBook Pro).

    Edited to add: further research shows that it depends on the amount of screen space available. If I reduce the width of the browser window, it reaches a point where the options collapse into a hamburger menu for me too.

     

    0
  • Brenda Hernandez

    Update: I got the logs. Thanks for the instructions! The issue is still present today. I can't work on my images at all! I guess I need to submit a request.

    0
  • Brenda Hernandez

    Update: my husband suggested to change the cable USB cable of external drive connecting to iMac thunderbolt to test if it is related to the cable connection. Since yesterday I have noticed no issues with disk ejecting in middle of import. Also showed increased speed for bulk import and high quality resolution of all images. 

    Ill keep the ticket open just in case, but wanted to share here first in case the people are struggling with same issue.

    0

Please sign in to leave a comment.