Crashing software, memory leaks and tantrums!
Problems, problems and more problems!!!!
I run a large UK studio and we have operational problems with Capture One Pro on our iMacs.
In the hope of finding a speedy response, here is the content of a support note I have just sent in to Phase One.
Perhaps you have had similar issues or know a solution?
Thanks Adam.
______________
Hi. We have been using your capture one software for over a year now. We use it with a Nikon D3 and an an Apple iMac. We have two identical setups in two studio environments.
Both studios have the same problem, and have been plagued with this heavily documented problem.
The software constantly crashes and we frequently lose images. Whilst working with this problem over the last year, I can see certain processes in Activity Monitor that turn red. Namely Image Capture Extension and Capture Core Server.
If I simply quit the software after a session, this will put the Mac into a crash situation where the CPU levels reach 100% and the Mac can no longer be safely rebooted. Instead it must be switched off at the main socket and restarted.
If the software is simply left running for a day, the same situation occurs. I believe this is referred to as a memory leak.
This problem and various similar instances are very well documented on your forums and other 3rd party forums.
It appears Phase One will blame Apple, and also Apple blames Phase One.
As an end user, this is a useless situation and I have tried everything. All the basics of deleting plist files, removing picture folders in home directories. I have reinstalled the software, reinstalled the operating system, I even reformatted the hard drive, reinstalled everything again, yet the problem persists. I know it's the not the hardware, as it happens in both studios.
All software is kept up to date as it comes out.
I am very much hoping you don't say that you have never heard of this problem before and that nobody else has reported it. I know that this isn't the case!
Is there a workable solution or an alternative workaround? Currently, we force quit the two processes I mentioned earlier after each session (usually about 100 photos per session) and then break the physical connection between the camera and the Mac and then reconnect them. This helps on most occasions. If the two processes are force quit in the wrong order, this puts the Mac into an unrecoverable situation and must be switched off.
Please help!
I run a large UK studio and we have operational problems with Capture One Pro on our iMacs.
In the hope of finding a speedy response, here is the content of a support note I have just sent in to Phase One.
Perhaps you have had similar issues or know a solution?
Thanks Adam.
______________
Hi. We have been using your capture one software for over a year now. We use it with a Nikon D3 and an an Apple iMac. We have two identical setups in two studio environments.
Both studios have the same problem, and have been plagued with this heavily documented problem.
The software constantly crashes and we frequently lose images. Whilst working with this problem over the last year, I can see certain processes in Activity Monitor that turn red. Namely Image Capture Extension and Capture Core Server.
If I simply quit the software after a session, this will put the Mac into a crash situation where the CPU levels reach 100% and the Mac can no longer be safely rebooted. Instead it must be switched off at the main socket and restarted.
If the software is simply left running for a day, the same situation occurs. I believe this is referred to as a memory leak.
This problem and various similar instances are very well documented on your forums and other 3rd party forums.
It appears Phase One will blame Apple, and also Apple blames Phase One.
As an end user, this is a useless situation and I have tried everything. All the basics of deleting plist files, removing picture folders in home directories. I have reinstalled the software, reinstalled the operating system, I even reformatted the hard drive, reinstalled everything again, yet the problem persists. I know it's the not the hardware, as it happens in both studios.
All software is kept up to date as it comes out.
I am very much hoping you don't say that you have never heard of this problem before and that nobody else has reported it. I know that this isn't the case!
Is there a workable solution or an alternative workaround? Currently, we force quit the two processes I mentioned earlier after each session (usually about 100 photos per session) and then break the physical connection between the camera and the Mac and then reconnect them. This helps on most occasions. If the two processes are force quit in the wrong order, this puts the Mac into an unrecoverable situation and must be switched off.
Please help!
0
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First, be aware that both posting here and opening a support case in parallel is a good recipe for confusion. Having said that, I recap briefly from what I read and not yet read in your post.
You probably have CO Pro, work tethered, with a Nikon D3. Which version of CO Pro and OS X are you running? How much RAM is in your iMac?
Because you assume a memory leak, I am more interested in memory consumption (Activity Monitor) than CPU utilization for both the entire system as well as for the CO related processes (RSIZE, not VSIZE) when crashing.
Note: When a Mac hangs can you switch it off by pressing the power button 10 seconds? This should always work, no need to unplug the power cord from the wall.0 -
Hello!
I have CO Pro V. 5.1.1. I am running OSX V10.5.8 with 4GB Ram. Nikon D3 tethered.
Image capture extension RSIZE 20MB VSIZE 877MB
Capture Core Server RSIZE 40MB VSIZE 1GB
CaptureOne RSIZE 368MB VSIZE 1.99GB
Therefore it shows me as 2.04GB Free Memory.
I know about the button by the way! 😉
Would you like some more info?
Adam.0 -
Any chance you can simplify the issue by taking the D3 out of the equation?
With just files and the software do issues still exist?[quote="Adam69" wrote:
I am very much hoping you don't say that you have never heard of this problem before and that nobody else has reported it. I know that this isn't the case!
And in regard to this comment, we really have no motivation to lie to you. If we say it hasn't been reported then it hasn't, but regardless of that fact we will still assist you just the same.0 -
Hi,
Sorry had the 'never heard of this before' thrown at me many times already by various 'reps'!
The problem only occurs whilst shooting, whilst tethered, so impossible to remove the camera out of the equation! Any more thoughts?
Thanks
Adam.0 -
[quote="Adam69" wrote:
The problem only occurs whilst shooting, whilst tethered, so impossible to remove the camera out of the equation! Any more thoughts?
So, the issue is specifically related to the tethered function?
As suggested the software is stable when using just the files and no Nikon provided Drivers?
If so, how do we know the issue isn't the camera itself, the cable or the SDK provided by Nikon and how it interacts with the OS?[quote="Adam69" wrote:
It appears Phase One will blame Apple, and also Apple blames Phase One.
But what if both Phase One and Apple blame Nikon? 😕
I'm kidding of course but with so many variables it is best to keep communication through the support case so the facts are straight as appose to the Forum.0 -
I am unable to ascertain if the software is stable without using it tethered. However, if the software is left on, without the camera attached, given approx 24-36 hours left totally unattended, the issue rears it's ugly head and the iMac must be rebooted.
I have exactly the same issue in both of our studios with identical setups, so I feel this takes out the likelihood of there being a hardware issue.
I don't believe there are any Nikon drivers...? I have tried many cables.
Thanks
Adam0 -
[quote="Adam69" wrote:
I don't believe there are any Nikon drivers...?
The Nikon SDK is the brains provided by Nikon that we use in our software. The interaction of those specific components with the Mac OS is the main operation happening behind the scenes when you shoot tethered. Starting there is, I believe, where the Supporter has started you with... as well as suggesting you update to the current Nikon Firmware. This is the root of communication so if it is faulty here, it will be faulty everywhere.0 -
Wondering if you've had some solution since this posting 4 months back. I have the same problems. Very sad.
No matter how much workable hard drive space on my MacBook Pro Laptop, Capture One being only program running, 4GB ramm, 2.4 GHz Intel Core 2 Duo, I set up a fresh session in CO every couple hours, etc. - The Capture One crashes! Ghhhrhrh
It also looses connection to the camera on a regular basis. I go through the cables regularly. I hear of a brand that makes one where plug is in on the side of the side. So, this takes some of the weight off the connection. Haven't been able to locate it though.
Best, Ellen
PS.... The numbering goes all askew also.... like consecutive numbers eg. 4444.NEF then it crashes/loses connection and starts in with 4444 1.NEF
However, I don't lose shots and they don't overwrite - TG!0
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