Where / How do you report bugs

Discussions, questions, comments and suggestions regarding Capture One PRO, Capture One PRO For Sony / Fujifilm, Capture One for Phase One and Capture One Express For Sony / For Fujifilm 20.x for Mac

Where / How do you report bugs

Postby DAndison » Thu Jan 16, 2020 12:23 pm

Ok, after going round and round in circles with C1's new website structure I still have not found the old page I used to use to report software bugs.

The option in software seems to have gone and the Capture One Support under help takes me to a webpage that offers no link to submit a fault. There is an option to submit a request but this seems like a different thing altogether.

The Technical issues header further down the page doesn't seem offer any insight as to how it should be done either.

Anyone know where it is (probably missing the obvious) as I've wasted a stack of time already and about to give up (or is that what they want? :)

Thanks

Edit.
The only way I can get to the page I used to use is if I lie about owning Phase One camera equipment?!? It seems they only want contact from people who have bought their camera gear now :?
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Re: Where / How do you report bugs

Postby tenmangu81 » Thu Jan 16, 2020 12:50 pm

Hi,

You go there:
https://support.captureone.com/hc/en-us

and then, in the upper right corner, there is a link to "submit a request".

But there is also still this page:
https://www.phaseone.com/fr-FR/SupportMain

where it seems that, like previously, you could submit your ticket. But I didn't try.
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Re: Where / How do you report bugs

Postby DAndison » Thu Jan 16, 2020 1:31 pm

Thanks... found the submit request page but ignored it as it seemed to be purely for requests rather than software faults/nugs.... if you see what I mean. No way monitoring

If this is the page to use they could probably do with renaming it I think.

I've tried submitting to it although the reasons don't include faults... who knows :)



The other page linked to is the one with 3 blue buttons... the first being

https://www.phaseone.com/fr-FR/SupportMain/contact-technical-support

that is the contact page I used to use but it's now only for people with Phase One camera gear.

The other two links are for purchasing equipment and login queries unfortunately.
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Re: Where / How do you report bugs

Postby SFA » Thu Jan 16, 2020 1:42 pm

As I understand things the old system, which was set up for Hardware support as evident from the questions to be filled in before logging a question, is still in use for Phase family camera owners and the support of those cameras and associated phase solution devices.

To simplify things for the more numerous Capture One user base for whom the Hardware questions are irrelevant and the support request volumes probably higher, a new system is bing implemented and it's based on email communication rather than a need to log in to make and receive comments.

The "Submit Request" option appears on many pages - notably at the bottom of the rapidly increasing number of self service articles in the FAQ section. So if one cannot see an answer that provides instant guidance for a problem it is very simple to select the link and create a new request.

However there has been a noticeable increase in FAQ articles in recent times and many of the more commonly similar posts in this forum seem to be addressed in some detail by available articles.

In addition it seems now to be possible to comment on the articles AND the articles show signs of being updated which suggests they are being actively managed as matters develop. If so the revised system could well prove to be very beneficial.

So the "Submit Request" option certainly seems to be the best option for any Capture One based support activity at this time. I suspect that attempting to use the old system approach would not be very productive.


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Re: Where / How do you report bugs

Postby DAndison » Thu Jan 16, 2020 1:55 pm

SFA wrote:As I understand things the old system, which was set up for Hardware support as evident from the questions to be filled in before logging a question, is still in use for Phase family camera owners and the support of those cameras and associated phase solution devices.

To simplify things for the more numerous Capture One user base for whom the Hardware questions are irrelevant and the support request volumes probably higher, a new system is bing implemented and it's based on email communication rather than a need to log in to make and receive comments.

The "Submit Request" option appears on many pages - notably at the bottom of the rapidly increasing number of self service articles in the FAQ section. So if one cannot see an answer that provides instant guidance for a problem it is very simple to select the link and create a new request.

However there has been a noticeable increase in FAQ articles in recent times and many of the more commonly similar posts in this forum seem to be addressed in some detail by available articles.

In addition it seems now to be possible to comment on the articles AND the articles show signs of being updated which suggests they are being actively managed as matters develop. If so the revised system could well prove to be very beneficial.

So the "Submit Request" option certainly seems to be the best option for any Capture One based support activity at this time. I suspect that attempting to use the old system approach would not be very productive.


Grant


The thing with most fault/bug reports they tend to every specific so the FAQ articles never cover it. It'll probably be the last time I submit a software fault report as it has taken so long to do (taking me away from my work) but it was shear determination that there must be some way to do it.

That said, some issues which I could do with reporting are faults/bugs I reported during Beta testing an they're still there so I guess it's probably not going to do any good anyway.
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Re: Where / How do you report bugs

Postby SFA » Thu Jan 16, 2020 2:46 pm

The FAQs articles that are appearing seem quite specific and detailed in many cases.

My impression is that the way the FAQ identified section is being used does not look like a typical FAQ section of a web site. Time will tell.

Given the pressures related to OS releases, new camera support, target release dates, etc. I doubt that all problems reported in public beta testing could possibly be addressed before release. That does not mean they won't be addressed so it is still sensible and useful to report them. Service releases will likely clean them up over time.

Given the issues that accompanied the V20 release one way or another I would imagine that much time was spent trying to deal with the ones that had a wide impact on the most users. The most serious seemed to appear only at the last minute. In fact maybe just after the last minute and primarily for Mac users.


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Re: Where / How do you report bugs

Postby DAndison » Thu Jan 16, 2020 3:11 pm

SFA wrote:The FAQs articles that are appearing seem quite specific and detailed in many cases.

My impression is that the way the FAQ identified section is being used does not look like a typical FAQ section of a web site. Time will tell.

Given the pressures related to OS releases, new camera support, target release dates, etc. I doubt that all problems reported in public beta testing could possibly be addressed before release. That does not mean they won't be addressed so it is still sensible and useful to report them. Service releases will likely clean them up over time.

Given the issues that accompanied the V20 release one way or another I would imagine that much time was spent trying to deal with the ones that had a wide impact on the most users. The most serious seemed to appear only at the last minute. In fact maybe just after the last minute and primarily for Mac users.


Grant


True... I have to say, this release feels somewhat disorganised compared to others. Hopefully they sort things out quickly.

It's a good job there isn't another company that offers a similar product (sessions rather than catalogue) as I think I would have moved away. I might have to start looking at using 1 catalogue per year rather than a session per job so it makes it easier to switch.
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Re: Where / How do you report bugs

Postby David532 » Thu Jan 16, 2020 3:46 pm

As Grant says the FAQ section is rapidly expanding here is the FAQ I think you need
https://support.captureone.com/hc/en-us/articles/360002740637-Sending-the-Capture-One-team-a-Feature-Request
It seems to cover more than just features.

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Re: Where / How do you report bugs

Postby DAndison » Thu Jan 16, 2020 5:22 pm

David532 wrote:As Grant says the FAQ section is rapidly expanding here is the FAQ I think you need
https://support.captureone.com/hc/en-us/articles/360002740637-Sending-the-Capture-One-team-a-Feature-Request
It seems to cover more than just features.

Dave


Very possible, but unlike before, I have no idea if someone has even looked at the issue submitted, no way of tracking progress or if it's pending a fix etc and no longer have one place to review all outstanding issues/fault reports. It's turning into a black hole of fault reporting.

This is similar to Beta bug reports... press send and forget about it. Never to be seen or heard of again. This year seems really bad in that the issues I've reported so far are still there...and that's from early Beta's.

I did try to leave comments on the relevant section but the sign in process would only work if you allow full cookie access and as I don't allow tracking, it have me a blank webpage.

So, I think today is the last time I waste my valuable time trying to report problems especially as they don't appear to do anything about them anyway.
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Re: Where / How do you report bugs

Postby thomaskyhn » Thu Jan 16, 2020 5:35 pm

DAndison wrote:Very possible, but unlike before, I have no idea if someone has even looked at the issue submitted, no way of tracking progress or if it's pending a fix etc and no longer have one place to review all outstanding issues/fault reports. It's turning into a black hole of fault reporting.

This is similar to Beta bug reports... press send and forget about it. Never to be seen or heard of again. This year seems really bad in that the issues I've reported so far are still there...and that's from early Beta's.

I did try to leave comments on the relevant section but the sign in process would only work if you allow full cookie access and as I don't allow tracking, it have me a blank webpage.

So, I think today is the last time I waste my valuable time trying to report problems especially as they don't appear to do anything about them anyway.

Indeed. Their handling of user feedback is pretty unfortunate.
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Re: Where / How do you report bugs

Postby SFA » Thu Jan 16, 2020 6:30 pm

DAndison wrote:
David532 wrote:As Grant says the FAQ section is rapidly expanding here is the FAQ I think you need
https://support.captureone.com/hc/en-us/articles/360002740637-Sending-the-Capture-One-team-a-Feature-Request
It seems to cover more than just features.

Dave


Very possible, but unlike before, I have no idea if someone has even looked at the issue submitted, no way of tracking progress or if it's pending a fix etc and no longer have one place to review all outstanding issues/fault reports. It's turning into a black hole of fault reporting.

This is similar to Beta bug reports... press send and forget about it. Never to be seen or heard of again. This year seems really bad in that the issues I've reported so far are still there...and that's from early Beta's.

I did try to leave comments on the relevant section but the sign in process would only work if you allow full cookie access and as I don't allow tracking, it have me a blank webpage.

So, I think today is the last time I waste my valuable time trying to report problems especially as they don't appear to do anything about them anyway.


Not correct in my experience.

You should see an automated acknowledgement of the report via email. And then an email when some one responds. The emails have a full record of the "conversation" and thus one has a local record of what has been communicated without the need to log in anywhere. Even you most recent replay will, presumably, be saved in your sent mail folder.

In general I'm not a great fan of email trail Support Systems. However my experience with this one so far shows signs of development and improvements since it was introduced and it will be interesting to see how it progresses.

The impression so far may have been damaged by the problems that clearly caught everyone out at the time of the V20 release and the poorly understood pre-purchased upgrade process compounded by the annual battle of the MAC and Windows OS update releases.

To introduce a new Support system process at the same time seems like a "brave" decision.

That said the reality may be that there is NO good time to do that to one just has to go with it and handle, somehow, whatever it throws at you.


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Re: Where / How do you report bugs

Postby DAndison » Thu Jan 16, 2020 6:50 pm

Yeah, not a fan of email based replies/updates at all.

I receive god knows how many biz emails in a day and that particular email with a reference number on it is already buried. It's been flagged and I guess I'll have to create a separate email workflow to prevent them from being accidentally deleted.

Brave to introduce a new system? maybe... or foolish when you already had an a good ticket based system?!? time will tell but for now, I'm not going to waste any more time trying to provide them with user support/feedback.
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Re: Where / How do you report bugs

Postby SFA » Thu Jan 16, 2020 6:55 pm

The thing is the new system appears to be an implementation of zendesk which in recent times has become a very popular choice for support systems.

One might therefore hope that things will settle down and mature nicely after a somewhat fraught birthing experience.


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Re: Where / How do you report bugs

Postby thomaskyhn » Thu Jan 16, 2020 7:00 pm

SFA wrote:
DAndison wrote:Very possible, but unlike before, I have no idea if someone has even looked at the issue submitted, no way of tracking progress or if it's pending a fix etc and no longer have one place to review all outstanding issues/fault reports. It's turning into a black hole of fault reporting.



Not correct in my experience.

You should see an automated acknowledgement of the report via email. And then an email when some one responds. The emails have a full record of the "conversation" and thus one has a local record of what has been communicated without the need to log in anywhere. Even you most recent replay will, presumably, be saved in your sent mail folder.


There's clearly no way of seeing the state, progress, etc., of an issue. Whoever responds to a support request may tell you that your request has been forwarded to whatever department, but that doesn't say anything about what they're actually doing about it.
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Re: Where / How do you report bugs

Postby DAndison » Thu Jan 16, 2020 7:14 pm

thomaskyhn wrote:
SFA wrote:
DAndison wrote:Very possible, but unlike before, I have no idea if someone has even looked at the issue submitted, no way of tracking progress or if it's pending a fix etc and no longer have one place to review all outstanding issues/fault reports. It's turning into a black hole of fault reporting.



Not correct in my experience.

You should see an automated acknowledgement of the report via email. And then an email when some one responds. The emails have a full record of the "conversation" and thus one has a local record of what has been communicated without the need to log in anywhere. Even you most recent replay will, presumably, be saved in your sent mail folder.


There's clearly no way of seeing the state, progress, etc., of an issue. Whoever responds to a support request may tell you that your request has been forwarded to whatever department, but that doesn't say anything about what they're actually doing about it.


It's a shame really... they do so many things really well, some excellent features etc but then throw it away by frustrating the hell out of there customers when reporting problems or requiring help.

Both Adobe and Capture One could seriously learn a lot from Affinity in terms of providing support forum/reporting etc.

I would be happy if they were Brave enough to copy that system... then they may end up with good customer support which could go a long way to improving their software as well through organised/transparent feedback.
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