Tech support online is a very common method, and as someone who has run a support desk for many years, telephone support consumes a large amount time when issues are being dealt with over the phone - the 'to and froing' of fault analysis is slow, very easily misunderstood, and is not very productive for Support staff.
The support ticketing system is a much better system, the issue is logged, checked and passed on to the appropriate department who will either:
know the issue and respond with a fix
ask for more details, some analysis data, and try to replicate the issue, determine the cause and respond with a fix
push the issue to the developers for further analysis, fault finding and fixing.
It would help us to help you if you posted more details such as:
Computer specification - see this topic for details required - it would help if you put the information in your signature - see mine for how to quote the information.
A screenshot of the Media Pool showing the issue.
If the files are video files, a MediaInfo analysis of one of them would help - post the results from the Text view in MediaInfo - copy and paste into your reply.