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preset resets on old value after restarting C1

frogfish
Hi guys,

apparently another dummy question.

Often (not every time) I quit C1 and restart it the presets I applied ti my images are reset to a value I used weeks ago. Mainly clarity and high dynamic range. Have not figured out if which cirmunstances, but not every time.


???


This is quite frustrating after I worked on 900 images in a row (wedding photog)


any ideas?
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  • Drew Altdo
    Id suggest you create a support case and provide us some of your system details/software logs.
    There is some Caching in Capture One in the event that the Settings cannot be read or reached, the software applies the last known values to the file. In this case it sounds like the Settings file is not read.
    We sometimes see this with Sessions user that store their images on failing external drives or software RAID systems.
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  • frogfish
    The images are stored on the SSD of the Mac
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  • Permanently deleted user
    [quote="frogfish" wrote:
    The images are stored on the SSD of the Mac


    How many files in your session?
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  • frogfish
    800 about each time

    I create a new catalog for each wedding and import soso 800 from Photo Mechanic


    heiko
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  • Permanently deleted user
    I have found that sessions become somewhat erratic when working with that high a number of files.
    If you are only selecting a few images and working on just those few it's OK, but applying significant changes to
    hundreds of images ... well things get mixed up. For event work with large amounts of images it's best to divide
    your event up into sections and work with smaller sessions for each one. I used to avoid anything over 200 images.

    After all Capture One was developed for medium format cameras that used to shoot less than 1 frame per second.
    Not exactly high volume machines.

    I find somewhat similar problems with Lightroom, but when a project is in the 6,000+ image range.
    Never setting reverting back by themselves, but sometimes pasting setting to a large range of images
    might not take at the first try, but this happens maybe after working straight for 3 hours or more.
    It won't however look like a paste worked and then have the pasted changes go away.

    With either program when your pushing the limits it's best to regularly back up.
    Also restarting the program helps keep things more snappy.

    I've noticed that some digital techs will restart Capture One many times during a shoot to keep thing running smoothy
    durring a shoot.

    Regarding the problem being caused by "failing drives"... that may be the case, but I've had setting disappear on computers with no drive problems. Drives still running fine a year or more later.
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  • frogfish
    I start to lose my mind...

    Just switched from one rating in a catalog to another and all my changes in Clarity, high dynamic range and Vignette were reset to this old preset. Damn.

    After fixing this in a rush to just be able to export the 900 files as JPEG and be on the safe site I get the message:

    "Could not process file"

    OMG,

    heiko
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  • Paul Steunebrink
    Heiko,

    Did you follow up with support to examine the external storage?
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  • frogfish
    yes,

    I opened a support case, I got asked some questions which I answered immediately, then...


    nothing.


    Did not hear a word within the last 5 days.

    Is that normal?


    heiko
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  • Drew Altdo
    Sorry about that. The supporter that has your case is in the German office and is speaking with some others to point you in the right direction, I think they simply forgot to touch base and ask you to please wait while they followed up elsewhere.
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  • frogfish
    hm,

    I got one tip, which did not work at all, from the German support team. I had the feeling, they did not even understand the problem I have. I asked for further discussion. Several days again without any reply.

    After another mail from my side I got the info that the person in charge is out of office this week. Then I was told my case has been forwarded to GB for further investigation, as my problem seems to be more then user error. (really?)

    They said: "Maybe they could still help me"

    Pardon? If the problem with the software goes further then user-error, I maybe still can get help?


    Sorry, but I am highly frustrated. Is that how you guys deal with your support cases? So far, this is my worst support case in photography, ever! I am in the middle of the wedding season and was forced to change my main processing software. I though I buy into a mature software with professional goals.

    I am a professional photographer who needs to work on his images. I bought a professional software that is not working - where is the support?


    Sorry, but this is crap!

    heiko
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  • frogfish
    OK,

    hello?

    Now I am getting ignored? Please! What shall I do now? German customer service said they will forward my case. But I get not further contact. I posted here a week ago, but do not get any reply here by the officials...


    ???
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  • SFA
    [quote="frogfish" wrote:
    OK,

    hello?

    Now I am getting ignored? Please! What shall I do now? German customer service said they will forward my case. But I get not further contact. I posted here a week ago, but do not get any reply here by the officials...


    ???


    I can sympathise but this is intended to be a user to user forum and any involvement by P1 staff is officially unofficial.

    Frustrating perhaps in your situation but that is how it is.

    Have you already tried to chase back through the Support Case system? That should be the correct procedure. However if that route seems to be broken for your case I'm not sure what else to suggest. Perhaps some other direct contact route or maybe another case to report the problem with the previous case?

    It would need to be a route that should provide an official and authorised response from within the management system.

    Perhaps you have already tried that?



    Grant
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  • frogfish
    I just can´t believe this amount of bad customer support.

    I got dropped by the German support with the words we will get your case further to the headquarters, that was many weeks ago. Never heard a word.

    Here no reply from the guys from C1 either. Is that how you treat your paying customers?

    In total unbelief.


    Heiko
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  • Drew Altdo
    Heiko,
    This is a User to User forum. We chime in when we can but it is certainly not a guarantee.
    Please simply respond to your support case to speak with the supporter or contact the Sales team in Germany which you have had direct contact with.

    There are more than 4 Phase One employees involved in assisting you. I am sorry if you feel that we are not providing you with everything you need but I don't feel that you are, in any way, receiving poor customer service.
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