Since 21 install, constant crashing - No word from support for 14 days!?
I put in a support ticket 14 days ago and still zero reply from C1 - guess I'll try here
For the past versions, I've always had the occasional crash, maybe once a day with your software. Since I've upgraded to 21, the crashes have increased significantly (20-30 times a day). There's not one action or anything I'm doing that always causes the crashes, it's just random.
I love your software, but it's really inconvenient to deal with and I don't experience this with any other software. Please advise as I've just paid for my upgrade.
Desktop Specs below, should be plenty
Thanks,
Matt
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Matt, there is a new update 14.4.1 which, they say, solves various crashes. Maybe you could try it.
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Matt,
Regarding the Support Case response, did you receive the automatic email reply to the Request?
Can you see an entry for the Support Case in the "My Activities" section of the Community login account?
It has been a while since I reported any problems and perhaps things have slipped since then but email acknowledgement followed by a response within a day or so - a few days if I happened to hit a weekend - was typical. Certainly not 14 days.
Beyond that, your crash experiences are not normal behaviour nor, I would suggest, typical of user experiences.
That said I get the impression that it may be possible that Mac users may have a slightly higher crash issue reporting and discussion rate than Windows users - based entirely on impressions gained from these forum posts. I have no idea why that should be the case.
For me, as a windows user, crashes that I cannot explain are incredibly rare. Most of those few that I experience using Windows 10 seem to relate to hardly ever closing sessions and a sometimes very slow awakening from hibernation and re-estabishment of connectivity to my WiFi connected (through a range extender) NAS which may well also be in a self induced hibernation.
Network "wakeup" seems especially slow on Windows 10 for some reason.
Whether you may have some similar sort of repetitive problems possible with Macs I do not know. But they are computers so anything is possible.
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@Robert - I have upgraded to the latest. Still getting the crashes.
@sfa - I was wrong, it wasn't 14 days, it's been 20! See attached (still no response). I'm not doing anything odd or out of the ordinary. I'll just be editing and I'll click a tool, or make an adjustment, etc - and bam, it just closes out. I've sent crash logs to C1 every time.
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Matthew,
Well, that is really disappointing - especially having already prompted after 6 days.
Very poor under any circumstances but especially so since the report is clearly about a non-trivial problem.
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Mathew: Given the history with the crash frequency, you might try to determine if there is a third party application or some item that conflicts with Capture One, Such items are often applications that initiate at start up and remain in the background.
By using safe boot you can find out if there is such "interference" but it will not tell you which one.
https://support.apple.com/en-gb/guide/mac-help/mh21245/mac
After safe boot start Capture One and see if the crash occurs as you use CO. If no, then take a close look at your start-up items. If the crashes persist under safeboot, then look at RAM, which may have aged a bit.
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good points but when only c1 crashes you can rule out RAM as cause. one main source of c1 crashes are corrupt support files or that unsupported files are in the same folder where the raw files are stored.
That said I get the impression that it may be possible that Mac users may have a slightly higher crash issue reporting and discussion rate than Windows users - based entirely on impressions gained from these forum posts. I have no idea why that should be the case .
.....it is called bad coding.
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I'll see if I can find the time to mess with doing the safe boot. Just trying to get work done.
It has to be something with the software though - Not trying to toot a Mac horn here, but in my experience program crashes are almost non-existent on all other software I have run on my Macs for at least the past 5+ years. I'm constantly running 15-20 other programs with zero issue. The only software that regularly crashes on me is Capture One - and I feel it started in the last few major releases. V20 is pretty stable, compared to V21 so far - I'm just going to keep using it until I can get someone from C1 to look at my log files I submitted 21 days ago in hopes they can figure it out.
Thanks all for the feedback
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agree, the only unstable app on my system is c1 too . what was not asked do you use sessions or a catalog and are you files stored on the internal disk or somewhere else ?
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I use sessions only - I do edit those sessions on the system drive as it's an SSD and most performant. That's a good idea, perhaps editing from an attached drive might help? Worth a shot
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so do you have enough space on you internal HD ? you should consider that some apps can take a hugh portion of the available disk space for their caches, PS is one of them.
crashes itself can make things worse as more files likely get corrupted when the app crashes during writing to the disk. so if possible make a backup from one of your sessions and remove every c1 support file to see if this cures the problem.
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First things first:
Did you allow full disk access to C1?
Then...
When you upgraded, did you uninstall Capture 20 or is it still on your system? If the latter, uninstall Capture One fully (see here and be sure to follow the directions to a T) and then reinstall C1 21. Sometimes the ImageCore and CaptureCore files can get "confused" for lack a better term between versions.
Finally, C1 support is nonexistent since 21 released. I'd suggest trying other, independent sources for help such as Capture Integration, Digital Transitions, etc...
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Kyle-
Thanks for the suggestion - but man, what a ridiculous effort needed to go through just to update a program! When I have time I'll have to give it a try. Not sure why this process isn't integrated into the instal program like all other software.
I love Capture One (what I'm referring to when I say C1), but it'd be great if they could work out some of these bugs. It's really the only program I have consistent crashing issues with.
When you say support is non-existent - is this some warning sign we should all be aware of? We're really supposed to rely on the community to figure this out and not the developers?
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Kyle-
Thanks for the suggestion - but man, what a ridiculous effort needed to go through just to update a program! When I have time I'll have to give it a try. Not sure why this process isn't integrated into the instal program like all other software.
I love Capture One (what I'm referring to when I say C1), but it'd be great if they could work out some of these bugs. It's really the only program I have consistent crashing issues with.
When you say support is non-existent - is this some warning sign we should all be aware of? We're really supposed to rely on the community to figure this out and not the developers?
Assuming you're new to Capture One, welcome to your new reality. I've been a Capture One user since 2010 and trust me, it's gotten A LOT better. We have a bit of a chip on our shoulders, we digital techs who remember the issues we had to deal with, on set back in earlier versions of Capture, and so have little patience for the current Lightroom emigres complaints about an application that we have seen come so very far in stability.
You know, I have to eat crow... while I currently have three open support tickets with C1, some over 20 days old, one from two days ago was just answered. That said, I still have support tickets open from last month.
I was recently interviewed by a team from Capture One (UX designer, programmer, some guy who didn't say anything, etc...) regarding my use of the software, issues, thoughts, etc... It came about because of the recent protestations against the removal of the export tab (and for good reason). I'd assume the C1 folks are in the midst of figuring out how to navigate the road ahead to satisfy the needs of those users who are working professionals (commercial photographers and digital techs) as well as the new prosumer users who are new to C1.
While that shouldn't affect support, I imagine the global upheaval that is Covid also has played a role in support shortages.
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I've been using C1 (switched from lightroom) since about 2016. My memory could be faulting me, but I felt like it was mostly stable up till around the switch to the 20s nomenclature. V20 definitely crashed on me from time to time, but nothing like what I'm experiencing with V21.
I do see they're releasing new updates at a recent pace, so I'm guessing they're just wading through issues one at a time. I'll probably stick with V20 till my workload lightens later this year and then dig back into V21. My only concern is that V22 is around the corner and it's going to be the same thing all over again.
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My only concern is that V22 is around the corner and it's going to be the same thing all over again.
For what it's worth, there's no need to upgrade what version you're using unless some other upgrade forces your hand.I was teching with Capture 12 on Catalina two days ago because a photog was still using an old camera. Those of us who rely on C1 on set (aka others are relying on us relying on C1), we rarely upgrade until at least 3 revisions. And that goes for both C1 and OS versions.0 -
I would not be surprised that the reason for all the reported support issues is that they have outsourced support to a cheap east european agency to save some money but the core problem ist that they did not maintain this software in the good days. and when covid plays a roll here then only in the way that this software was less used by professional and hobbyists resulting in less support cases.
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I would not be surprised that the reason for all the reported support issues is that they have outsourced support to a cheap east european agency to save some money but the core problem ist that they did not maintain this software in the good days.
I don't believe this to be the case. The folks who have answered my support requests have been the same folks for a few years running now if that's any indication.
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this does not rule out that an external agency is handling all the incoming cases and only some are forwarded to a higher support level and the rest is simply dumped or answered with standardised text.
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this does not rule out that an external agency is handling all the incoming cases and only some are forwarded to a higher support level and the rest is simply dumped or answered with standardised text.
Sure enough, but, I'm not one for conspiracy theories.0 -
on of my clients thought that as home office worked so well it is a good idea to fire the whole IT department and outsource to india... well, they are now rehiring again so doing this kind of things is just how corporates think and act and far away from conspiracies....
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