What is going on with the Capture One helpdesk?
Sorry guys, I am really a very patient guy, also having sensitivity for the other side of the screen ...
... but I think you have a serious issue with your helpdesk.
For all my recent inquiries ...
- my reports are simply not read attentively or not at all,
- I just get standard backquestions (even if I had provided exactly the information on OS/external drive/camera manufacturer/etc. proactively before already),
- my replies to backquestions are ignored,
- and tickets closed without being solved.
And this developed much worse over the 2-3 months.
Hope you can manage soon
Christian
-
Hey There,
I'm very patient as well and it's unfortunate that this has to be my first post but I know exactly what you are saying!!
I purchased C1 four months ago and have not been able to use it since. Basically I start working on an image and after the use of a few sliders C1 shuts down my computer. The computer restarts automatically without video and I do a hard reboot to get my monitors to come back on. I started a ticket on Jan 30 and got a response a day later. I replied and received another response to re-install C1 as well as provide system info and screen shots of the issue. I did exactly as they said and sent them a video showing the shutdown of the computer. After that point I did not hear anything back from anyone. After 15 days I did not know how to proceed so I started another ticket referencing my initial ticket. They acknowledged it and this new ticked was closed and merged into the original ticket. I apologized to them for starting a new ticket.
Since then, I've been logging into my account and adding comments once every other week asking if anyone could help with my issue. I have not heard back from anyone since Feb 18th. A few days ago I added another comment asking if I could receive a refund since I have not been able to use the software. To be honest I would rather they fix the issue since I liked C1 ver. 12. I've always been polite with the help desk but I've grown a bit frustrated and I'm unsure what else to do or whom to email. I'm sure that they are busy but to not have anyone reply to emails after this length of time is not the type of service you would expect from a company such as C1. Basically I have a piece of software that cannot be used.
If anyone has any ideas I would like to hear them. My apologies for the long winded rant, just not sure how to proceed.
Thanks for any help.
Mauro
1 -
Hi Mauro,
This is a little bit like shooting in the dark, but maybe one or the other new idea or check list item here...
Can you summarize the Windows system you use, version, hardware etc.?
Were you able to systematically isolate C1 version 20 as the only software causing the shutdown? E.g. Have you tried deinstall v20 and reinstall version 12?
Is the behaviour reproducible with specific sliders, does it always occur or only sometimes?
Have you disabled hardware acceleration in the preferences to see if it makes a difference?
Is your gfx card driver up to date?
Any other unusual behavior in or outside C1?
There are some log files of C1 e.g. application.log which sometimes can give a hint even to non expert users, do you know where they are?
regards
0 -
Ja, Christian, even the most patient guys run out of patience at a certain point in time, and I hope for those who have issues that the support situation will soon reach the level it used to be.
regards
1 -
Hello BeO,
Thanks for the reply.
I'm going to go through your suggestions and will report back in a couple of days and see if anything has changed.
Thanks again,
Mauro
0 -
Hey BeO,
Got a chance tonight to follow your suggestions. Here goes:
System Info:
Win10 Home/ Build 18362
Intel I5 4670K with 32Gb Ram/ 1GB Samsung SSD + 1 GB WD HDD/ Nvidia GEForce GTX 1060 3 GB video card
Latest drivers on video card as well as all other hardware
C1 20 PRO Version 20.0.3 Build 13.0.3
Isolated C1 20 so when I'm editing photos there is nothing else running. Just C1
Did a clean install after I was asked to from Support.
Any of the sliders below White balance caused the shutdown. In no particular order. Sometimes I would move sliders for 10 seconds and it would crash and sometimes it would be after 40 seconds. Completely random. Cashes with both my Canon and Fuji raw files.
Outside of C1 this PC has been golden and without issue.
Here's the interesting part!!
Tried different combinations of the hardware acceleration. If hardware acceleration is set to AUTO for the Display I get the crash that I described above. Hardware acceleration set to AUTO on the Processing does not crash the computer. Both set to NEVER and I don't get a crash.
Does this make sense? Glad you told me about this so at least for the moment I can use C1.
In regards to the crash files from C1, yes I was able to get them and send to the Tech support, unfortunately I was not able to understand any of the info in there.
As of today have not heard back from Tech Support.
Thanks Be for your help!! Maybe this will help others that are having the same issue
Mauro
0 -
Hi Mauro,
Great you can work with C1 now.
So it has to do with C1 using the gfx card, the gfx card itself, the driver; something in that area. Btw the relevant log file should be imgcore.log or imgcoreexternal. Log or similar name.
did you eventually check your Windows event log, any error reported which gives any hint in around your gfx card?
To use hardware accelaration for Display there might be a chance, possibly.
Read Rebuilding Kernels
Set c1 preferences display to Auto, close C1, Delete the imgcore folder in c:users... etc, open C1 and see if it helps.
Or, go back to 20.0.2, if you don't need 20.0.3
Not sure it helps but maybe worth a try.
regards
1 -
Just received yet another closed helpdesk ticket without being provided with an answer and completely ignoring my additional feedback ...
I had to loudly laugh if it would not actually be so sad ...
Even getting the information that something simply doesn't work, functionality doesn't exist or there is an existing issue would be more helpful than just closing tickets.
I really love CO, please don´t hake me hating the customer experience, please.
Christian
1 -
Today I realized that none of my response mails seems to have reached your ticketing system for whatever reason, which seems to be the key reason for at least some of the troubles mentioned before.
This had worked before. (last year?)
BTW, the page providing the overview of my support requests is really not easy to reach. More or less just found by chance.
Best regards
Christian
0 -
Hi Christian,
very similiar problems here. As I heard this is caused by complete change of the support system and parting from Phase One. As I heard CO users with no Phase One camera are managed different and from other team.
Kind regards
Ernst
1 -
Thank you, Ernst. This would explain a lot. Obviously not the smartest approach has been chosen.
Best regards
Christian
1 -
Christian, you can find The explaination somewhere here in this Forum. When i am on PC i will try to link.
Edit: I am sorry, i tried. But as i am not able to find the postings i wanted to link with search feature i cannot link at the moment.
Kind regards
Ernst2 -
Just received an e-mail from Victor about problem I have accessing this site without having to allow cross site tracking, it did not satisfy me so I have replied that I do not consider the problem closed.
Dave
0 -
My negative experience is the same.
From the release of Capture One 20 I sent some support request. After 1, 2 or 3 weeks I received a standard answer that seems to be automatically generated, like this:
"Hi there,
Thank you for contacting us with regards to this issue you are experiencing in Capture One.
It’s worth testing out other sessions and catalogs to see if this issue replicates across different documents. Sometimes issues can be session/catalog specific.
It would be helpful if you could please provide us with some screenshots or even better, a screen recording of the issue occurring. The best way to do this in Mac OS, is to use QuickTime player. On Windows, there are multiple third-party applications that can achieve this.
As well as this, your log files would be useful to us and also our development team, so that we can see what’s going on under the hood of the software.
Details of how to send these over can be found here: How to retrieve Capture One logs?
You can use the following link to attach files to your support ticket:
https://captureone.sendsafely.eu/dropzone/support/.../...I would also recommend a clean install to see if this solves the issue you are facing. If it does not, then I can report this as a bug in Capture One.
How to uninstall Capture One?"
So they don't analyze the problem at all, but simply take time!
I'm very disappointed! Capture One is a very great piece of software, but has many issues and a terrible support.
Not to mention little "feature requests" that simply fall on deaf ears! I have been forced to come up with all sorts of workaround to make things that I’ve always taken for granted and that other softwares always did.
I hope that support team will change this way of doing things. If I pay a so expensive update, it is more to have a responsive support, than for the few meaningless features they introduced!
2 -
Hello All,
Just wanted to write one last update in regards to this topic and Capture one technical support and Capture one in General.
BeO, thank you for your last comment and help. I can use the latest version of C1 20 without it crashing and shutting my computer down, BUT with Open CL disabled to NEVER. So that is the good part.
In regards to Capture one Technical support.......What can I say. I won't write down every last detail but will sum it up instead. Jan 30th is the day I started my ticket and today is April 20th. I've gone back and forth multiple times with a tech but the response was less than stellar. On Apr 7th I received an email apologizing that my ticket was not dealt with. I believe they are going through changes and basically my ticket is one that fell through the cracks and was not dealt with. I replied and after a couple of days they came back after looking at the log files and told me that basically it was outdated drivers. Told me to update drivers and referred me to a help page. I told them I would try it as outlined. The help page was one that I had been to as it was provided to me in the forums after my own searches months ago. I did a clean install, updated all drivers, modified the registry as suggested and tried it. 10 seconds in and my computer crashes and shuts down. Ticket is still open and have not heard back. At this point I'm resigned to the fact that I will be using C1 as is and I do not expect to hear back from them. This brings me to my final point.
It's funny how you read reviews on many sites (take them with a grain of salt of course!!) and everyone speaks about this software or that software being great, faster than the other, better output etc etc, but at the end of the day you really have to use a piece of software/kit and make up your own mind. I think my expectations for C1 were set a bit too high. I had tried V12 and it seemed great, especially the output. When I really started using version 20 I found some issues that I did not know about before. The speed that I was looking for was not there. Things like loading, exporting and general editing of photos was not what I expected. There could be many reasons for this, including my own PC which I believe to be decent(specs are in above threads). In regards to their tech support.....just brutal. I believe they are going through changes and hopefully they get it worked out, but as it, the support, at least in my case was atrocious. After all this, I still like C1 and will continue using it for certain things. I will also continue using LR and Affinity. All are great software and all have a purpose and I have found a workaround for all of their individual faults. Just like all cameras these days are great! I shoot Canon and Fuji, but if you gave me a Nikon, Sony Olympus etc I would still be able to make the exact same photo, maybe not as quickly, but eventually.
C1 if you are reading this please fix the issues with the tech support and PLEASE fix the bugs in V20. I can't be the only one with these issues. I realize the software is fairly new but still....
Lastly, what is happening with their login? The other day I could not login to my account. My password was wrong. WHAT? I tried it several times and then was taken to a Microsoft site where I had to create a Microsoft account? What was that about? If someone can explain this to me, please do.
My apologies for the long rant. Thank you all for your help and take care!
Mauro
1 -
Have the same login issue. Switching to another browser (Edge) worked for me. Could not try so far if cleaning history&cache would also solve the issue as I currently work in too many tabs in parallel.
Well, perhaps it was a pretty bad idea doing all three at the same time ... releasing a major software version, replacing the helpdesk infrastructure, and reorganizing helpdesk staff.
Obviously someone at PhaseOne management has been a little bit overambitious and less the customer in view. I judge it as a rookie mistake on C1´s evolution to a professional software vendor.
My solution for now is that I am going to continue working with C1, but I will not pay for any further update anymore before the very basic business and service management issues @C1 are not finally solved. I now got used to v20 and its "pecularities", any major update would simply introduce the risk of having new issues on top of the old ones again, and this without any hope for qualified heldek support in case needed.
Software is great, but their business needs to get more professional and less garage-style software outfit, sorry for the frankness.
But there seems to be some light at the horizon. My latest inquiries have been managed and answered by C1 helpdesk in a less catastrophic way as before. Still not great, still not what I would expect, but better with a positive trend. Closely watching if this have been simply lucky shots of there could be some evolution going on.
Best
CV
0 -
The Long Weekend without a login capability showed all the characteristics of a "last minute before a holiday" server parameter change possibly made by accident.
Such thing happen. Even the biggest companies offering the widest range of "net" services seem to manage to introduce them regularly.
However having no way to resolve the problem for several days is less than stellar and perhaps indicates a lack of focus on the forum as a self help service run offered by Users. Is it all Instagram, Facebook and Twitter these days? I guess if Users decide to take to those options because they think they can gain more traction with C1 management that way we might expect the forum to fade and eventually die.
It would have been good to see some sort of official comment about the lost weekend.
As for problems and the challenges of getting them resolved ...
If the problems are clearly C1 functional errors and readily reproduced then one might well expect them to be addressed in a timely fashion or a notification issued that they were un-fixable in the short term for technical reasons - or whatever.
If they are related to third party software - OS changes or hardware drivers for example - then C1 will not be in full control of the fix process and may not have the information required to do anything about them. The number of possible configurations an combinations in a modern system - especially Windows - is untestable without finding a specific path that is known to reproduce the problem. Systems can change hour by hour with internet downloads. .
If one adopts the "locked down" approach of, say, Apple then one is rather reliant on what the Supplier does or does not do when seeking a smooth way forward.
Back in the day - before "Agile" development and when most software was delivered in a box via disk and a printed manual was included as a way of making the expenditure "visible" - one would simply provide a self contained system based on known-to-work chunks of code and thereby save the aggravation of being forced to undertake change to one's stable code simply because someone else had changed something in their code. You had to. Delivery by disk and very little remote access capability meant there was rarely another way, especially for the desktop user. It was a big task and a costly to have to attempt to fully test or offer "fixes" for an error that may have escaped to the wild. Software that was vulnerable came with maintenance agreements to cover the costs.
Agile world seems to work with different expectations.
And different Standards.
It seems that even the largest providers accept that they can quite regularly push out stuff that will result in their customers using hours of their lives try to work out why things don't work any more and then more hours fixing them. Eventually.
There is a reason that some of us feel more comfortable sticking with older versions of operating systems. Sure they will become problems at some point but for now at least nobody is messing with them on a daily basis and stable performance results.
So far.
Well, except for Win 7 losing the ability to have a desktop picture as part of what was supposed to be its last ever update.
See, even the biggest screw things up with the smallest of updates.
They "fixed" it. But then I don't need to apply that patch and I'm not forced to do so.
I know at some point I will have to update but for now I don't need that experience.
0 -
@Walter: You accidentally killed my attempt to be generous with my assumptions. :-)
OK, I change it to "there's no fool like an old fool". ;-)
@SFA: Yes, right, things happen. And yes, troubles also happen elsewhere (where I would not necessarily judge the fix-at-the-customer model of MS as best practise ;-)). But the C1 service issues of the past few months seemed to be more systematic than exceptional, honestly spoken. And having reported bugs open over several version also doesn't really reflect agile development as I have experienced it myself. In contrary, with Scrum&Co. this should happen even less than by standard cycles.
Anyhow, I am not really attempted to blame the development corner for it. The pattern I see, reminds me more of issues on business management level. But ... at the end of the day ... I don't really care, as long as things get fixed.
Best
CV
0
投稿コメントは受け付けていません。
コメント
17件のコメント