Sony a7 IV support and feedback

[Catherine]

Please don't click or do anything before the camera takes the picture. Just wait. If you still get the "Timeout" message, please send a bug report (menu - Help - Report a bug).

[Mirko_8]

I don't click anything, it automatically takes the photo.

Sent the bug report after the pop up message, but I can't send a bug report from the menu. As soon as I press send the software crashes and I've to force quit.

[Catherine]

I don't click anything, it automatically takes the photo.

Yes, exactly. It's important to do nothing until that process completes.

Unfortunately, we did not receive a report from you. Does it also crash if you just open Helicon Remote with no camera connected and try to send a report?

[Mirko_8]

Just sent, without my camera attached. I opened the software and sent the report.

[Catherine]

Sorry, for some reason it's not being sent. There should be a pop-up message saying "Thank you for contacting us" after you click "Send", and I assume you did not get that message (which would confirm that it's not being sent).

Please do this: reproduce the problem with the Sony camera, then, after the timeout message occurs, click "continue waiting" and go to menu - Help - Report a bug, but do not click "Send". Instead, click the "Show data to be sent" checkbox, select all the text that appears (click on the text and then press Ctrl + A), and mail to us to [email protected]. Or you can save it to a text file and attach here to a forum post, whichever is more convenient.

[Mirko_8]

It said that it was sent, I just tried again now.

P.S.
I can't press "show data to be sent" , if I do so it crashes and I've to force quit the application.

P.P.S.
Tried with an Intel MacBook and it does the same things.

[Catherine]

I assumed you are on Windows, should have asked sooner. The problems you encountered with the software crashing are extremely odd (and never reported before), but on Mac it's especially odd.

When you say "it does the same things on another Macbook", do you refer to it crashing when interacting with the bug report window, or to the camera not working?

Do you have the latest macOS 14.6? And the latest Helicon Remote 4.4.8? It shows the version name in the window title bar.

[Mirko_8]

Yeah, my bad, I forgot to tell you that I'm on a Mac (M1 Pro).

I refer to the not being able to control the camera, it goes grey than I get the timeout message.

I just realized I wasn't on the latest software on my camera, but now as soon as I attach it I don't see the settings of the camera. Every setting's menu is blank.

I'm not even able to close HeliconRemote, I have to force quit otherwise it remains open in the background even after pressing CMD+Q .
(EDIT: I get the "App quit unecpectedly", after clicking two times CMD+Q)

[Catherine]

Yes, we think that having the latest camera firmware is required for Helicon Remote to work with Sony A7(R) IV. Sorry I didn't mention it sooner, was focused on the program crashing.
Please check that USB mode is set to "PC Remote" in the camera menu (find the USB section in the yellow area of the menu). If it is set to that, and the software still doesn't work, please try sending a bug report again (maybe from the Intel macbook if it still crashes on your main Mac).

And if it does crash, please send us the detailed info that macOS displays, as described here: https://www.heliconsoft.com/faq-helicon ... report_mac

[Mirko_8]

Same thing happened on the Intel Mac, weird quitting and all. Just sent a bug report.

I really need the software, I have to focus stack a series of images but I wanted to buy the pro version to have the remote in the future. But there's no point in spending the extra money for me.

[Catherine]

We're still not receiving anything. Have you sent us an e-mail with the details about the crash, as described here? https://www.heliconsoft.com/faq-helicon ... report_mac

Sorry about the issues, we have no idea what's going before we can see the data, and it's a rare/unique issue.