Troubleshooting Guide for Common ShotFlow Capture Errors

Modified on Fri, 22 Aug at 12:36 PM

Below, you'll find common errors and their solutions to help you get back on track quickly.We hope this guide helps you troubleshoot common issues in ShotFlow Capture;


Error Message	Description	Suggested Solution
An unexpected error occurred. Please try again later.	This is a generic error, potentially caused by a system, network, or MacOS-related issue.	Restart the app and check your internet connection. If the error persists, contact customer support.
Table provided does not exist.	The app may not have the necessary permissions or access to a specific table.	Check your app permissions. Ensure correct multi-application relationships, such as "One Shot is related to many Assets." Contact admin/support for guidance.
There are no products relating to the barcode '____'.	This error occurs when the product ID or sample barcode is incorrect or missing.	Verify the barcode and ensure it corresponds to a valid product in the system.
Insufficient offline data.	The app can't operate offline due to insufficient local data or no internet connection.	Connect to the internet and reopen the app to synchronize data for offline use.
Unable to locate sample.	The app can't find a sample with the provided barcode.	Check the barcode and ensure it's correct. Verify the sample is registered in the system.
No shots were downloaded.	The system can't locate any available shots for the provided sample, possibly due to mismatched shot types or statuses.	Confirm the barcode is correct and ensure linked shots have the proper status ("Awaiting Assignment," "Assigned," or "Ready"). If using shot retrieval, confirm the shots have the right Type for the shot list.
Maximum Activated Stations Exceeded.	There are too many active ShotFlow One Stations.	Deactivate existing stations or contact your admin to adjust the station capacity.
Unable to reach the server.	There might be a network connection issue.	Ensure you're connected to the internet. Test if other websites or apps are accessible. If the problem persists, contact support.
Not Logged In.	This error usually indicates an expired authentication token or a prolonged login session.	Log in again. If the issue continues, restart the app and try again.
Invalid app version.	The selected app might not be compatible with the current version of the Capture Module.	Contact a ShotFlow admin for assistance. An app update or switch to a different version might be needed.
No Sessions.	There's no active session in Capture One, preventing connection.	Open a session in Capture One and try connecting again. Confirm that Capture has access to Capture One in System Preferences -> Automation.
Check the timezone and change it if necessary.	This error occurs when the app is set to an incorrect time zone.	Adjust the time zone to automatic or correct it manually. If the problem persists, contact your system administrator.
The app crashes when switching studios.	Crashing occurs when logging out without wiping local data and then attempting to log into a different studio.	Wipe the local data and try logging in again. If the crash continues, you may need to reinstall the app or contact support.
Update Error	Pop up "ShotFlow Capture can't be updated if it's running from the location it was downloaded to.	Move ShotFlow capture from the Downloads folder and into the Applications Folder.
XMP Already Exists: An XMP already exists for this file: xxxx	An XMP file already exists in the same location with the same name. It's likely that your # of Captures field hasn't updated and that capture is being taken again. You may not have the Capture - Naming Format Shot List configuration setup with a Camera Counter token to pass to Capture One.	Set a Camera Counter token to pass to Capture One in the Capture - Naming Format field on the Shot List. An example value that would be listed in this field is: [Name]_[4 Digit Counter]. Try to take the capture again.
Bad Connection: The cloud server cannot be accessed through the current Internet connection. Please check your connection.	This issue occurs when a connection to the ShotFlow API cannot be established on the current network. When this error appears, syncing with the cloud is disabled, and the system will only operate in Offline Mode until the connection is restored.	1. Check your internet connection by visiting a non-ShotFlow website like www.google.com. 2. Switch to a different network if your current network is unstable. 3. Check for firewall restrictions that may be blocking the connection to the ShotFlow cloud server. *If the issue persists, reach out to your network admin or tech support for further assistance.
Couldn't Copy File: The file "xxx" couldn't be saved in the folder xxx.	The file could not be saved. This could be due to user permissions, disk permissions or a myriad of other causes preventing you from writing to the destination folder.	Check OS user permissions and adjust accordingly. Ensure that your system user can create and edit files in the destination folder.
No File Found: No File at xxx (where xxx = name of the file)	There was an attempt to copy a file, but it couldn't be found at the location. Copying of files typically occurs during use of Drag and Drop.	Search the shot's naming convention in Finder to locate it and move it back to the expected Capture Session subfolder.

If you encounter any of these errors and the provided solutions do not resolve them,contact ShotFlow Support.