Cineform tech support offline? at DVinfo.net
DV Info Net

Go Back   DV Info Net > Cross-Platform Post Production Solutions > CineForm Software Showcase
Register FAQ Today's Posts Buyer's Guides

CineForm Software Showcase
Cross platform digital intermediates for independent filmmakers.

Reply
 
Thread Tools Search this Thread
Old December 17th, 2008, 12:31 PM   #1
Space Hipster
 
Join Date: Oct 2001
Location: Greensboro, NC
Posts: 1,508
Cineform tech support offline?

I submitted a support ticket to Cineform a week ago and no response. Is that not the way to get support?
__________________
stephen v2
www.insaturnsrings.com
Stephen van Vuuren is offline   Reply With Quote
Old December 17th, 2008, 12:44 PM   #2
CTO, CineForm Inc.
 
Join Date: Jul 2003
Location: Cardiff-by-the-Sea, California
Posts: 8,095
Flooded today, San Diego is not used to rain. Filing tickets are the best way. However tickets with missing information or ambiguous often take longer process. If the problem is somethings isn't looking right, send a screenshot or sample clip, and normally the reply is quick. About once a week engineers help out with the confusing cases. If something just doesn't work, that can be confusing also as the support staff don't have any leads. So help support with as much relevant information as you can. I have no idea if this applies to your ticket, but normally we I see a delayed ticket it is one of these two scenarios -- or support has the plague (not so this week, just flooded roads.)
__________________
David Newman -- web: www.gopro.com
blog: cineform.blogspot.com -- twitter: twitter.com/David_Newman
David Newman is offline   Reply With Quote
Old December 17th, 2008, 12:55 PM   #3
Space Hipster
 
Join Date: Oct 2001
Location: Greensboro, NC
Posts: 1,508
I think my ticket is pretty clear and I'm sitting fighting the same problem - basically importing multiple Cineform files into AE CS3 is crashing it. Having to import them a few at a time inbetween crashes.

Also can't get importer warning back with shift key. Tried uninstalling, reinstalling latest build.
__________________
stephen v2
www.insaturnsrings.com
Stephen van Vuuren is offline   Reply With Quote
Old December 17th, 2008, 01:43 PM   #4
CTO, CineForm Inc.
 
Join Date: Jul 2003
Location: Cardiff-by-the-Sea, California
Posts: 8,095
Guess that full into the not enough info./baffled as that is not happening here. I just imported 200+ clips in AE CS3 without issue, I'm sure support tried the same thing (otherwise I would have heard there is a new bug.)

CS3 AE doesn't use that old importer that had the shift key qualifier (stuff was for CS2), it using the Premiere importer. The older component under CS3 is only used for export.
__________________
David Newman -- web: www.gopro.com
blog: cineform.blogspot.com -- twitter: twitter.com/David_Newman
David Newman is offline   Reply With Quote
Old December 17th, 2008, 01:49 PM   #5
Space Hipster
 
Join Date: Oct 2001
Location: Greensboro, NC
Posts: 1,508
I can import about 20-25 files and then get a crash. If I start a new project, the file that crashed imports fine and then about 20-25 files another crash.
__________________
stephen v2
www.insaturnsrings.com
Stephen van Vuuren is offline   Reply With Quote
Old December 17th, 2008, 01:54 PM   #6
CTO, CineForm Inc.
 
Join Date: Jul 2003
Location: Cardiff-by-the-Sea, California
Posts: 8,095
Put that info in the ticket, along with information about the files, type, size, length, etc.
__________________
David Newman -- web: www.gopro.com
blog: cineform.blogspot.com -- twitter: twitter.com/David_Newman
David Newman is offline   Reply With Quote
Old December 17th, 2008, 03:06 PM   #7
Space Hipster
 
Join Date: Oct 2001
Location: Greensboro, NC
Posts: 1,508
Quote:
Originally Posted by David Newman View Post
Put that info in the ticket, along with information about the files, type, size, length, etc.
Most of that is already there but added a couple of additional notes.
__________________
stephen v2
www.insaturnsrings.com
Stephen van Vuuren is offline   Reply
Reply

DV Info Net refers all where-to-buy and where-to-rent questions exclusively to these trusted full line dealers and rental houses...

B&H Photo Video
(866) 521-7381
New York, NY USA

Scan Computers Int. Ltd.
+44 0871-472-4747
Bolton, Lancashire UK


DV Info Net also encourages you to support local businesses and buy from an authorized dealer in your neighborhood.
  You are here: DV Info Net > Cross-Platform Post Production Solutions > CineForm Software Showcase


 



All times are GMT -6. The time now is 08:05 PM.


DV Info Net -- Real Names, Real People, Real Info!
1998-2024 The Digital Video Information Network