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Image is either unavailable, unsupported format or corrupted

NNN636913976910244900
Hello,

When I try to import my images into Capture One Pro or Fuji Express I keep getting an error stating:
"The selected image is either unavailable, in an unsupported format or corrupted".
I was running the 30 day trail and they imported just fine until now and same with Fuji Express. I have uninstalled and re installed software and still same issue.

I purchased the Fuji Pro version before the issue started, but have yet to activate the license since i still had the free trail. I do not want to attempt to activate now if I cannot import my images even on Fuji Express.

I know there is no issue with the SD Card because I can import all the images into Adobe Light room just fine.

Camera - Fujifilm XT3


Thank You,
Garrett
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  • Rob Wiejak
    The fact that two different software are reporting the same error tells me that the problem is not likely with the software but the file itself.
    Second, you mentioned: "...I know there is no issue with the SD Card because I can import all the images into Adobe Light room just fine....". Are you importing the images into the two software directly from the SD card?
    At the beginning I used the card reader build into my box. Almost every time from say 100 pictures being imported I was getting one or two that were 'corrupted'. I then switched to using a card reader that came with the SD card and never had a problem since. But if you are reading the pictures directly from the SD card into the software then in my opinion you are inviting problems like: limited bandwidth and limited space. Copy them to your computer and see if all 3 software (LR, C1 and FE) can open them from that location.
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  • NNN636913976910244900
    Hello Rob,

    Thank you for your response.
    I wouldn't say two different software's have the same issue as both Capture One Pro and Capture One Fuji Express are a Phase One product. So to me it there is an issue with Phase One Product reading my files.. raw or jpeg.

    Lightroom read them just fine.

    Yes I was importing directly from the SD Card as they have always imported just fine previously.

    I even copied the files to my computer hard drive and Capture One cannot even recognizevthem that way either however, light room can read them once again even from my computer hard rive or sd card. So the files don't seem to be corrupted or unreadable.

    I do have a support ticket open with phase one, see if they can assist.


    Thanks!
    Garrett
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  • HansB
    Did you change any in-camera image settings, like pixel size or image format?


    Regards,
    Hans
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  • NNN636913976910244900
    Hey Hans,

    I only changed my "BKT" settings for HDR shots and that was just for contrast settings, but still shooting in RAW.
    I've tried other SD Cards and all the same issue and nothing new has been shot on the cards and they all imported just fine before.. now everything is saying unavailable, unsupported, or corrupt.

    Yeah I have no idea.

    Thanks,
    Garrett
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  • SFA
    [quote="NNN636913976910244900" wrote:
    Hey Hans,

    I only changed my "BKT" settings for HDR shots and that was just for contrast settings, but still shooting in RAW.
    I've tried other SD Cards and all the same issue and nothing new has been shot on the cards and they all imported just fine before.. now everything is saying unavailable, unsupported, or corrupt.

    Yeah I have no idea.

    Thanks,
    Garrett


    All of the versions of Capture One are in the same download.

    How you activate it, even during a trial when one chooses which activation option to run with, can have a significant influence.

    When you purchase a particular activation option (Fuji Pro for example) there may be some conflicting information on the activation option server if you are still trying to run as a 'trial' so it is well worth checking what it the server thinks you have available to use.

    You would, for example, likely see the message you are seeing if, somehow, you had 'activated' for the Free "DB" version (Digital Back) which is used only for Phase One camera family RAW files. Also if you had inadvertently chosen the Sony version (only useful for Sony RAW files).

    You can check which version seems to be activated using a couple of options in the Help menu (including a deactivation option so that one can reset) or simply log in to you C1 account and check the details, de-activate and re-activate from there if it is likely that the activation mode might be the problem.
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  • NNN636913976910244900
    Correct, they are all under the same download. When I open from the desktop it will ask which version I would like to run. I have tried Capture One Pro, Fuji Pro, and Fuji Express. All same issue.

    I have logged off the License from the Help toolbar and clicked Stop running Fuji Express, then would go back in and try Pro. So with that, that means fuji express was at least running and even express has the same error.

    Even though i have purchased the Fuji Pro version, I have yet to activate my license and was still running the free trial. The free trial was working after I purchased and then a week later this issue started even though i have done nothing different from before.

    Thanks for the input.
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  • SFA
    [quote="NNN636913976910244900" wrote:
    Correct, they are all under the same download. When I open from the desktop it will ask which version I would like to run. I have tried Capture One Pro, Fuji Pro, and Fuji Express. All same issue.

    I have logged off the License from the Help toolbar and clicked Stop running Fuji Express, then would go back in and try Pro. So with that, that means fuji express was at least running and even express has the same error.

    Even though i have purchased the Fuji Pro version, I have yet to activate my license and was still running the free trial. The free trial was working after I purchased and then a week later this issue started even though i have done nothing different from before.

    Thanks for the input.


    So have you now tried activating the Fuji Pro license?

    Or log into your C1 account and de-activate whatever might be set.

    Beyond that my suggestions would be ...

    Check the log files to see what, if any, clues are offered during the opening processes.

    If that does not offer anything create a Support Case and seek help from the C1 Support Team.

    Presumably you have already tried the usual complete shutdown and re-boot the PC tricks - maybe more than once? Just in case there is something lying around in Windows cache or as an uncleared temporary file that is interrupting normal startup.

    Just a thought - is this only on import? Can you open and edit images normally if they are already imported or on a disk in the computer?

    Is the SD card still in the camera when importing?
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  • NNN636913976910244900
    You're not going to believe this but it's importing now!! lol

    I have yet to activate my Fuji Pro because I didn't want to risk not being able to get a refund if I couldn't resolve the issue because the Fuji Express was not even working.

    I did create a support ticket last night.

    I'm importing from the SD Card when it is plugged into my computer.

    I did nothing different for it to work.
    I re booted my computer a couple times previously and even un installed capture one and re installed the software with nothing still working.

    I rebooted my computer again and now it's working!

    Hopefully I don't run into the issue again as it worked fine for two weeks and like i said I'm still using the exact same process as before..

    Much appreciated for all the suggestions.

    Garrett
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  • SFA
    I work with 2 or 3 programs that are still doing some background tidying up activities for a few seconds after they have advised that they have shut down. C1 is one of them.

    IF anything odd should happen during that time - or if the final shutdown does not happen for some reason - then potentially some work file may have been written to temporary folder on disk and is discovered again on start up.

    A double re-boot - or even sometimes a triple re-boot - before attempting to open a troublesome application again is well worth a try as Windows seems to do some tidying up at each restart and can eventually resolve the problem. Sometimes even its own problems!

    I'm glad you managed to resolve the problem.

    Grant
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