Comments

aysgarth wrote on 2/23/2021, 6:19 AM

With tech support on line! only this is A rubbish way to resolve problems, what about by telephone .

Most disappointed with this company with there technical support.

browj2 wrote on 2/23/2021, 7:34 AM

@aysgarth

Which update?

The one issued last week, 18.0.1.94 was pulled because many users had problems. 18.0.1.94 was discussed on this forum. Look for it and read through to the end.

Can you post a screen shot?

John CB

John C.B.

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johnebaker wrote on 2/23/2021, 9:39 AM

@aysgarth

Hi

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:

  1. know the issue and respond with a fix
     
  2. ask for more details, some analysis data, and try to replicate the issue, determine the cause and respond with a fix

    or
     
  3. 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:

  1. 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.
     
  2. A screenshot of the Media Pool showing the issue.
     
  3. 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.

John EB
Forum Moderator

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