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Constant Crashing

Erik esanders09
New to Capture One and new to the forums, so forgive me if I ask silly, uninformed questions.

I'm looking for a new application to process RAW files from my Sony A7III. I'm a hobbyist so a monthly sub for Lightroom doesn't make sense and my LR 6 I've been using isn't going to get support for the A7III.

Started to play around with Cap One about 3 weeks ago, and I really, really like it. One small problem is that it's started rebooting my entire system. I have no idea what's causing the problem and it's getting incredibly frustrating. If I can't figure this one out I'll have to move on to looking at something else, which would make me a little disappointed.

I'm running Windows 10 and everything is fully updated. There doesn't seem to be one function that cause the system reboot. Sometimes it happens when I'm adjusting sliders on a photo, and sometimes it just happens when I'm cycling through pictures in my catalog.

If anyone else has experienced anything like this or has tips on things to try I would be incredibly appreciative of any advice you can give.

Thanks.
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  • SFA
    [quote="NNN636629088982897709" wrote:
    New to Capture One and new to the forums, so forgive me if I ask silly, uninformed questions.

    I'm looking for a new application to process RAW files from my Sony A7III. I'm a hobbyist so a monthly sub for Lightroom doesn't make sense and my LR 6 I've been using isn't going to get support for the A7III.

    Started to play around with Cap One about 3 weeks ago, and I really, really like it. One small problem is that it's started rebooting my entire system. I have no idea what's causing the problem and it's getting incredibly frustrating. If I can't figure this one out I'll have to move on to looking at something else, which would make me a little disappointed.

    I'm running Windows 10 and everything is fully updated. There doesn't seem to be one function that cause the system reboot. Sometimes it happens when I'm adjusting sliders on a photo, and sometimes it just happens when I'm cycling through pictures in my catalog.

    If anyone else has experienced anything like this or has tips on things to try I would be incredibly appreciative of any advice you can give.

    Thanks.


    Create a Support Case and get the Capture One Support Team to look at the log files.

    Meanwhile, as a test, go into preferences and set the Hardware Acceleration options to NEVER.

    One possibility is that some component in the software for you graphics card (assuming you have a dedicated card installed) might be problematic. The card's Drivers can be suspect and vary version to version. It's an easy change to test.

    Also does your PC meet or exceed the suggested minimum specification and when you say your Win 10 is fully up to date does that mean you might be running some sort of beta release that MS have been known to push out sometimes a little optimistically.


    Grant
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  • Permanently deleted user
    Question: are you using a laptop with a touch-active screen?
    I'm getting lots of crashes as well when I use the touch screen and it's very very very very annoying.

    I know that Phase doesn't play nice with Wacom tablets and we're already screwed when it comes to that...but at least let use use touch screens...
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  • Stefan Hoffmeister
    [quote="NNN636629088982897709" wrote:
    One small problem is that it's started rebooting my entire system.


    Your operating system installation, including graphics drivers, is in a very questionable state. Make sure that
    a) your operating system has been fully updated to the latest (patch) release
    b) your graphics drivers are fully up-to-date

    If, after that, your *system* is still rebooting, review whether your hardware overheats. Verify that the system does not suffer from hardware defects, particularly that all physical memory (GPU, normal memory) operates well, always.

    If Capture One itself was crashing - that is one (application) matter. But your *system rebooting* means that something is very wrong with your system. The suggestion to turn off hardware acceleration merely reduces the stress on your system; this is, at best, a workaround and does not fix the root cause of the problem(s) that your system currently has.
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  • SFA
    [quote="daffy" wrote:
    [quote="NNN636629088982897709" wrote:
    The suggestion to turn off hardware acceleration merely reduces the stress on your system; this is, at best, a workaround and does not fix the root cause of the problem(s) that your system currently has.


    Absolutely true but it is a quick possible check on whether or not the GPU or its driver might be part of the problem - which is not unheard of.

    The "latest" drivers are not always the ones to have in terms of system stability and, in my experience, depending on where you check for the "latest" you can get seemingly very different recommendations.


    Grant
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  • WPNL
    Are you on a system with a NVMe harddisk maybe?
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  • Stefan Hoffmeister
    [quote="daffy" wrote:
    review whether your hardware overheats


    Addendum: Verify that your power supply is able to deliver stable power at high system load (i.e. do not check label).

    Turning off GPU acceleration (turning off OpenCL) will reduce power consumption, hence reduce the stress on your power supply.
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  • Erik esanders09
    Thanks for the all the suggestions and ideas. I'll have to dig in and try to figure that stuff out tomorrow.

    I turned off graphics acceleration and worked in CO for a few minutes, but i'm not sure it was long enough to really give it a test.

    I built my computer several years ago, and when I built it, it was a pretty robust system.

    Unfortunately, since I built it we had a second daughter so all the useful stuff I had in my brain, system hardware stats and lyrics to Men at Works "Down Under," have been replaced by Elena of Avalor and the Frozen Soundtrack.

    I'm not sure overheating is an issue as I don't hear the fans speed up when I'm using using CO, and I feel like I've put my GPU under heavier loads with some of the games I used to play, but I could definitely be wrong on that.

    I'm going to have to dig back into system monitoring stuff and guts in a way I haven't in some years.

    Should be fun. My wife will love it.

    Cheers all.
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  • Permanently deleted user
    Give us your system specs
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  • Benjamin Liddle
    Best option here is to create a tech support case (via the link in my profile) and send us your log files, which can be generated via the steps here:
    https://www.phaseone.com/en/Search/Arti ... nguageid=1
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  • Erik esanders09
    [quote="ben_US" wrote:
    Best option here is to create a tech support case (via the link in my profile) and send us your log files, which can be generated via the steps here:
    https://www.phaseone.com/en/Search/Arti ... nguageid=1


    Uploaded log files and sysinfo to tech support last night.

    We'll see what they say.

    After I uploaded the logs, I had turned off hardware acceleration and was able to use CO for quite a bit without a crash. That seems to be a decent stopgap measure, but I'd still like to know if something more profound is amiss so I can remedy the issue.
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  • Erik esanders09
    [quote="ben_US" wrote:
    Best option here is to create a tech support case (via the link in my profile) and send us your log files, which can be generated via the steps here:
    https://www.phaseone.com/en/Search/Arti ... nguageid=1


    So it appears there is some miscommunication happening somewhere, or I'm a total dolt and I'm missing something.

    PhaseOne support guy said that I was on a Windows Insider build that isn't supported by C1. I didn't think I was part of the Insider Program so I went to remove myself from it, and discovered that I wasn't. The only option I had was to sign up for the program. I have the April 2018 Update, which according to my best understanding looking at the Windows site and How To Geek is the most recent stable version.

    According to the support guy, C1 only supports up to the Fall Creators update, and doesn't support the April 2018 Update. So am I missing something about the versioning of Windows, is the C1 support guy mistaken, or does C1 in fact not support the most recent version of Windows?

    Sorry to bring this here, but my support case was closed so I can't respond through that channel.
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  • Stefan Hoffmeister
    [quote="NNN636629088982897709" wrote:
    my support case was closed so I can't respond through that channel.


    Open a new case and state upfront that you are on the latest official release (no insider) of Windows 10.
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  • Luke Miller
    I managed to get a bad installation of the Windows 10 April 2018 update. Caused all kinds of issues on my PC. My solution was to download the April 2018 version of Windows 10 from Microsoft as an .ISO file and then create an install disk. After logging into Windows I navigated to Setup.exe on the install disk and ran it. This did a complete re-install of the April 2018 version without affecting other programs and settings. That solved my issues.
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