Skip to main content

Pre-upgrade to 23 loses all licenses

Comments

14 comments

  • e

    Capture One just doesn’t listen and every year they shove this preupgrade BS and license snafu in our faces.

    0
  • John Hills

    I have had a gut full of not being able to use my own software because I paid for the Pro  23. I NEED TO BE ABLE TO USE MY 22 SOFTWARE now, today.

    Things like this make me want to go to another provider, Guys fix it please

    Remember some of us use this software for work!!!!!!!

    2
  • James Grove

    You need to contact support as your 22 license should be available.

    0
  • Chris Rusbridge

    I have the same problem. This is just ridiculous.

    Paid for the upgrade. Receive an email receipt with licence key. Says my current version (21) will need to be deactivated and then reactivated with the new licence key. Fair enough, deactivate C1Pro. The app quits on me. Restart, get a box saying deactivate (again???). Do this. Get a box saying enter licence key. Do this. Get something saying, enter profile password (???). No idea what that is. Try account password. Fails. Try "Forgot password". Get a message saying Forgot password doesn't work on this version. Suggests I log into account and try changing the password from there. There IS an option to change the account password. No option to change the Profile password.

    So that's that. Pay >£100 and get locked out of my processing software!

    C1Pro, this is NOT GOOD ENOUGH.

    PS I _think_ that's the sequence, but I went round the loops so many times I'm no longer quite sure

    PPS missed out the bit where the registration process gives me a QR code to scan which is supposed to give me yet another activation key. Except the QR code just gets me to a generic version of the website, and even when I log in, there's no activation key!

    0
  • Roland Geuze

    Answer from Support - Please note that Capture One licenses are automatically linked to the email used during the first activation. Meaning, in order to link yourlicense 4xxx-3xxx-7xxx-Nxxx to the account with your „Name“, you just have to go through the activation using your "email: a.b@xxx.yy." 

    0
  • Chris Rusbridge

    Except that when I enter my licence key and email, then click Activate, I get a pop-up asking for my Profile Password. I don't have on, or don't know it. OK, here's a button saying "Email my password", let's try that... Oooh, another pop-up saying "An email containing your password has been sent to..." {NB, VERY bad practice to send passwords in emails, but we'll let that go for now). OK, an email has arrived, lets' have a look... It says:

    "Forgot Password" from this version of the application is not supported anymore.
    To obtain a new password, we need you to update and confirm your credentials by logging in – it’ll take less than a minute!"
    • Click the button to go to the login page:
     
    Go to login page
     
    • Select “Forgot Password” and do not close the browser
    • An email will be sent to your registered email address
    • Enter the 6-digit code from the email onto the webpage"

    But, there is no "Forgot Password" on that page, anywhere at all!

     

    So, what can I do?

    0
  • Permanently deleted user

    Hi Chris!

    When I click on the login page you provided in your post, there is a "Forgot password" link.
    It is right above where you enter your password.
    I do hope you see it.

    Xenia

    0
  • John Friend
    Top Commenter

    Capture One just doesn’t listen and every year they shove this preupgrade BS and license snafu in our faces.

    Sounds like an excellent reason to avoid the whole preupgrade process. 

    I don't personally spend money on upgrades (even with the promise of a discount) on empty, undelivered promises.  I wait until the software ships and a number of trusted review sources confirm how well it works and that the content of the upgrade is worth it to me.  Been burned with software before and I worked in the industry long enough to know that marketing can easily be way ahead of the actual software.  This license snafu is yet another reason to avoid it.

    For me personally, skipping this ugprade was easy as it appears to contain only one thing I'd be interested in (updating time/date of RAW captures when your camera time zone was wrong), but since C1 has been missing that feature forever and LR has had it forever, I've solved that with outside software and wouldn't buy the upgrade just for that anyway.

    If they enhanced layers further (as LR just zoomed past C1 in terms of layers features) or allowed videos to be first class members of a catalog so they can be keyworded and used in collections, and exported from collections, etc... or implemented anything else that looked valuable to my editing flow, I would be ready to purchase when delivered.  But, none of that happened.

    0
  • Keith R
    Top Commenter

    Sounds like an excellent reason to avoid the whole preupgrade process. 

    What? You expect people to own and take responsibility for their own decisions?

    That will never catch on here...

    -1
  • Keith R
    Top Commenter

    You need to contact support as your 22 license should be available.

    It will be available on the user's Capture One profile page.

    0
  • Keith R
    Top Commenter

    Capture One just doesn’t listen and every year they shove this preupgrade BS and license snafu in our faces.

    So Capture One forced you to pre-upgrade, then?

    Seems unlikely...

    -1
  • Keith R
    Top Commenter

    But, there is no "Forgot Password" on that page, anywhere at all!

    Not even here?

     

    0
  • SFA
    Top Commenter

    Am I wrong in thinking that, these days, the Profile password for a single-user license is the same for the main C1 Account as it is for logging in to the Support system when one wished to post?

    Things may be different for managing multiple-user license installations of course.

    1
  • Chris Rusbridge

    Apologies for not responding earlier, folks, I was travelling all day yesterday.

    Aren't forums great? Thanks to you all, I have got access to C1Pro back!

    SFA had the right answer: "Am I wrong in thinking that, these days, the Profile password for a single-user license is the same for the main C1 Account as it is for logging in to the Support system when one wished to post?". I had worked it out a short time before that, though, thanks to Keith R's image showing the "Forgot Password link beside the account login prompt..

    In case anyone else has this problem: THE PROFILE PASSWORD IS THE ACCOUNT PASSWORD (at least for single use licences).

    Now, I did suspect this, early in the piece, and I did laboriously type in my (long and slightly complicated) account password (see post above: "Try account password. Fails"). That failed. There are two conclusions one could draw from this: the profile password in not the account password, or, you typed the password in wrong, you idiot! Obviously, I jumped to the first conclusion.

    Once I'd established in my mind there the Profile password was a different password that I didn't know, I set about the "Forgot password" process. Now this IS slightly broken, but the main problem is that every time I was redirected to my account page, my browser logged me in automatically (even after I'd previously logged out). And once you're logged in, there's no Forgot Password link visible, anywhere!

    (The C1Pro website seems to be particularly aggressive at auto-login. It must have my password stored in a cookie, even though I'd previously said to Reject Cookies. Usually I would expect to see some sort of login prompt from the browser. It's a good thing I have a Password Manager, else I'd never have worked out the password!)

    I don't know what happens with Profile Passwords when you have a multi-user account, but for single user licences the prompt to enter the Profile Password is, IMHO, misleading.

    So, thank you all again, and apologies to Capture One Pro staff: your upgrade process is not quite as broken as I thought it was. I will try to correct any impression to that effect I may have made elsewhere.

    0

Please sign in to leave a comment.