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An apparent bug

Abraham Lewis
I installed 20.02 Pro last night (Build 13.02.13 (f7b3202)) and then began a task I had been putting off: sorting a few thousand new images from the All Images catalog into various User Collections I had created. Eventually, I got to a good stopping point and shut the software and the computer down for the night. When I got up this morning, I booted up, reopened the software and began again. I selected the next four images and dropped them into the appropriate User Collection. Before I could grab any more images, a box popped up which stated "restoring 1 of 3 images from trash - about 0 seconds left". I had never put anything in Trash, the box never progressed and it is still sitting there. The animation on the progress bar is running. I eventually hit the X to close the dialog and it did so with no further fuss. I do not know if I have lost any images. I have not yet looked in the Trash.

This is Windows Version 10.0.18362 Build 18362. Machine is an Asus, i7-6700K CPU, 32 GB RAM, 512 GB SSD C: drive. All images on an external, 2 TB, USB 3.1 drive.
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  • Abraham Lewis
    I could find no images missing and so, without rebooting or restarting the software I carried on with the above task - sorting from All Images into various User Collections. I successfully moved several groups, then moved a large group (204 images apparently) to a collection and got "Restoring 1 of 204 images from Trash - about 0 seconds left". Again, it makes no progress and I have put nothing into the Trash. I have had the Viewer window off ('G') all along with the Browser filling the display space. I had been using the Sony Pro version of the software until recently but just upgraded to full-up Pro with version 20.0.0. I installed 20.0.2 yesterday when I saw it had been released with some bug fixes.
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  • Abraham Lewis
    I restarted the program. I opened Trash and restored several dozen images. I grabbed another four images but when I attempted to drop them on the All Images catalog, I got a No-Go symbol (circle with a slash). I found the program was locked up. I could do nothing including shut it down normally. I eventually used Task Manager to shut it down. When I restarted it and chose to open All Images, it told me that the database (>105,000 images) had failed verification, did I want to check and repair it. I said yes. The detailed check failed at Duplicate Stacks which produced a Content Error. I confirmed I wanted to repair it. It told me it was fixing invalid stack image links for duplicates. When that was done, the program continued to load and now looks okay. However, the first thing I noticed was that all 1,390 images I had restored from the Trash folder to the All Images catalog were now back in the Trash.
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  • Abraham Lewis
    I now find that roughly half my photos from 2018 and the images in several folders from 2019 have lost their pointers - they do not know where their images are located. I also found a folder (these normally contain no more than a couple hundred images) with almost 5,000 images, almost all of which seem to be the images I attempted to restore from the Trash folder.

    I am not pleased AT ALL. I cannot trust this program and repairing this is going to take an absurd effort. Doing NOTHING, I await a fix.
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  • SFA
    NNN636185666350215330 wrote:
    I await a fix.


    Have you created a Support Request?

    If not you should do so.


    Grant
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  • BeO
    Top Commenter
    when you worked in Capture One, has the external drive been mounted? There is a bug reported here in this forum
    "Capture one 20.0.2: cannot edit offline any more!", maybe it is related.

    Btw you cannot "move" images from "All Images" because "All Images" is not a physical storage but a folder which lists all the images C1 has in its catalag. What you do is you assign a reference in the album(collection), you shoujld see a plus symbol when dragging.

    Moving TO "All Images" is not possible either, for the same reason.

    You might have encountered a bug in the software but (with all respect) I also think some reading of the manual or webinars (videos) could help you to familiarize with C1.

    Regards
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  • Paul Steunebrink
    For the OP and others how come across this thread: always verify the catalog when you notice any irregularity, and make a backup each time you have worked with your catalog. Going back to in time is a piece of cake with the restoration tool in Capture One, but I seldom hear users using it.
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  • groswald
    I have the same issue.

    In the process of building multiple Albums by clik & drag from on-disk folders. After several hundred completed successfully, started getting the behavior described by the OP. Specifically, the Activity Box pops up with

    "Restoring x of y images from Trash - about 0 seconds left"

    and the progress bar never moves. A new line appears for every set of files I try to "move" once the problem starts. In addition, all of the affected images are "greyed-out" which I believe indicates that the link to the image has been lost? Although they looked OK under "Folders".

    Closing and verifying the catalog found that the catalog was indeed corrupt. After repairing it the "Folders" links to the affected images are gone. Sync'ing the affected folders restores the images, thankfully.

    The problem exists on 20.0.2 and the previous version (I upgraded to 20.0.2 in the hopes it would correct the issue). I've hit it several times today, so it seems to be easy to reproduce.

    I'm running
    Win 10 1903 18362.592.
    HP Z1 G5 Tower
    i7-9700 CPU
    Nvidia p620 GPU
    40Gb RAM
    Capture One is installed on 512 Gb NVMe SSD
    Catalogs located on the same SSD
    Images are on 512 GB internal RAID1 set

    I'll create a support request as soon as I figure out how (new to CO, just moving over from the other one)

    Looks like a bug to me!
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  • Abraham Lewis
    For BeO,

    I am working in Windows so my external drives do not need to be mounted. They are simply USB 3.0 external drives. I was aware that I was only changing pointers, not physically moving files. I am not worried that my files themselves are at risk, but was concerned I would have to re-locate thousands of files. I have already completed the task, however. Locating folders vice individual files was much simpler and quicker. A few folders had to be re-Synced.

    I did notice that folders containing individual images that have lost their location no longer show a warning / alert symbol in the Library tree on the left side of the screen. I thought I recalled that it used to. I was forced to open folders and look for individual images showing the small question mark icon indicating they had lost their reference.
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  • Abraham Lewis
    Paul_Steunebrink wrote:
    For the OP and others how come across this thread: always verify the catalog when you notice any irregularity, and make a backup each time you have worked with your catalog. Going back to in time is a piece of cake with the restoration tool in Capture One, but I seldom hear users using it.


    I could have but the catalog backup would have been at least a week old. I'm afraid I do not run backups till the program prompts me to do so. Fortunately, it does so pretty frequently. If my own restoration efforts had not worked, I would have gone to the back up, but I was hoping not to lose the last week of work. And I should not have had to make that choice. I had very little difficulty discovering this bug and we already have others running into the same issue. Unless 20.02 was fixing something really drastic in 20.0, this should have been found and corrected before 20.02 was released.
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  • BeO
    Top Commenter
    groswald wrote:


    I'll create a support request as soon as I figure out how (new to CO, just moving over from the other one)

    Looks like a bug to me!


    Go to the Phase One homepage, click Support, then "Submit a request".
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  • BeO
    Top Commenter
    NNN636185666350215330 wrote:


    I could have but the catalog backup would have been at least a week old. I'm afraid I do not run backups till the program prompts me to do so. Fortunately, it does so pretty frequently. If my own restoration efforts had not worked, I would have gone to the back up, but I was hoping not to lose the last week of work.


    You can determine the frequency you'll be prompted
    https://support.captureone.com/hc/en-us/articles/360002520238-Backing-up-a-Catalog
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  • SFA
    BeO wrote:
    groswald wrote:


    I'll create a support request as soon as I figure out how (new to CO, just moving over from the other one)

    Looks like a bug to me!


    Go to the Phase One homepage, click Support, then "Submit a request".


    These days the CaptureOne pages NOT the Phase One pages - unless you are a Phase One camera user with an issue to discuss.

    The support teams are, we are told, split into different combinations of skill sets.


    Grant
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  • groswald
    BeO,

    Thanks for the pointer. Support ticket has been logged.

    Regards,

    Randy
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  • Abraham Lewis
    BeO wrote:
    groswald wrote:


    I'll create a support request as soon as I figure out how (new to CO, just moving over from the other one)

    Looks like a bug to me!


    Go to the Phase One homepage, click Support, then "Submit a request".


    My wife tells me I am lousy and finding things (usually in the refrigerator) but I do not find "Submit a Request" in Support on the Capture One home page.

    Ahhh! Just found it. In blue in the upper right hand corner. Much obliged.
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  • BeO
    Top Commenter
    NNN636185666350215330 wrote:
    I do not find "Submit a Request" in Support on the Capture One home page.

    Ahhh! Just found it. In blue in the upper right hand corner. Much obliged.
    Thats funny, it seems like everybody is looking in the middle of the page where all the other fancy stuff is, including me, don't know if P1 wanted a prominent place on top, but very small, and didn't realize people have difficulties to see it.
    I just wonder why you looked into the fridge in the first place... 🙄
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  • SFA
    Just for reference for any passing visitors ...

    and those like me that sometimes forget where certain options are ...

    At the bottom of each FAQ article there is a also a Submit Request link.

    From the Capture One Help menu there is a Link to "Capture One Support" that has the link in the upper right hand corner but also if one clicks on any of the FAQ articles or Tutorials/Webinars has the link at the bottom as well.

    And finally (as of the time of typing) there is the "Resource Hub" link in the Help Menu. If one activates the Hub and clicks that "Support " tab there is a Contact Support option at the bottom of the window that links to the Phase web portal and at the bottom of that window there are some links to click on according to the nature of the support requires.

    Given that the new system is in a state of development and seems to have been refined a few times in recent weeks thing may change but hopefully in a way that makes this information redundant.


    😊


    Grant
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  • Abraham Lewis
    NNN636185666350215330 wrote:
    BeO wrote:
    groswald wrote:


    I'll create a support request as soon as I figure out how (new to CO, just moving over from the other one)

    Looks like a bug to me!


    Go to the Phase One homepage, click Support, then "Submit a request".


    My wife tells me I am lousy and finding things (usually in the refrigerator) but I do not find "Submit a Request" in Support on the Capture One home page.

    Ahhh! Just found it. In blue in the upper right hand corner. Much obliged.


    Support request 21945 submitted the other day. However, today I was sorting a few more images, this time from folders (ie E:\PHOTOS\All\2019...). The dialog talking about restoring images from Trash was popping up, but I came across one I wanted to play with. I opened it in the Viewer, cropped it, tweaked the Exposure, then hit the Auto Levels icon (which are set in Preferences to do each channel separately). Lo and behold, the Restoring from Trash" dialog popped up.

    And now, a few minutes earlier, the same dialog popped up when I exported a variant image. It seems as if whenever an activity progress bar would pop up, this "Restoring from Trash" pops up instead.
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