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Need help contacting C1 Tech Support

Howard8
Help please. Have been using C1 4.5.2 on Mac since November.

Upgraded to 4.6, then reverted to 4.5.2.

Now Capture One Data Base says I have no product registered and will not allow me to contact tech support.

When I try to register, Capture One Data Base says I have an invalid configuration.

Does anyone have an email where I can reach Capture One?

Or a phone number?

Thanks.
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  • Paul Steunebrink
    Are you saying you are not able to login to the Phase One support page ( http://support.phaseone.com/ ) with the credentials you use to login to this user forum?
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  • Howard8
    Yes, Paul, that's about what I'm saying.

    I can reach the support page, but when I do it says I have no product registered (and since I have no product, don't need to contact Tech Support).

    But then if I try to register the software (which I've been using since November 2008), it rejects my product key, saying I have an "invalid configuration," I think it is.

    Thanks for your interest!

    --Howard
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  • Paul Steunebrink
    Any chance you have used another e-mail address to register in the past? You might try the 'I forgot my password' game.
    Note that threads like these are picked up by Phase One support during the week (Mo - Fridays).
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  • Howard8
    Good thought, Paul. I'll try that.

    I first set up an account here a couple years ago but have indeed changed email since then.

    Currently my account control panel is accurate, and I can't log in under the previous email address.

    Thanks for the idea. I'll check it out.

    (If I can't get through this muddle soon, I'll 'lose' more than my password!)
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  • NN634714356110619330UL
    Same problem: I registered, and activated and opened the program. Now a few days later I really want to use the program and then I get: "I'm sorry but Capture One was unable to create a registration key. On Microsoft Vista, you must be logged in as an administrator to activate Capture One." I am using Windows 7! A click on Diagnostic of the problem gives me a failure of test 2: Check 01: Success
    Check 02: Exception: The specified module could not be found. (Exception from HRESULT: 0x8007007E)
    Check 03: 3047665784
    Check 04: OK
    Check 05: 236
    Check 06: success
    Check 07: success
    It refers me to knowledge base article 1310 and yet there is no way to request an article by number. I want my money back as I am unable to use program, call anyone for help, or help myself. Please do not respond with a quick brush off that I do not know my email or any such thing - I am not stupid and do not accept this attitude.
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  • Keith Reeder
    [quote="NN634714356110619330UL" wrote:
    I am not stupid and do not accept this attitude.

    Just FYI, this is a user-to-user forum. You need to raise a support case via the main website.
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  • Drew Altdo
    [quote="NN634714356110619330UL" wrote:
    Same problem...
    Check 02: Exception: The specified module could not be found. (Exception from HRESULT: 0x8007007E)
    ... Please do not respond with a quick brush off that I do not know my email or any such thing - I am not stupid and do not accept this attitude.


    Hello,
    I am not sure why your post was so hostile, I think everyone on this forum is genuinely out to assist others and discuss concerns, not "brush off" their fellow photographers.
    Regarding the issue, the easiest way to get assistance regarding Capture One software is to contact support directly as the coded error log you provided can only be analyzed by Phase One Support. (http://www.phaseone.com/en/SupportMain/ ... pport.aspx)
    A support case has been started for you and you should have an email regarding the activation issue you have reported. Please check your Phase One account and find the relavent support case.
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