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Old December 17th, 2008, 12:31 PM   #1
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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?
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Old December 17th, 2008, 12:44 PM   #2
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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.)
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Old December 17th, 2008, 12:55 PM   #3
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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.
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Old December 17th, 2008, 01:43 PM   #4
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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.
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Old December 17th, 2008, 01:49 PM   #5
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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.
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Old December 17th, 2008, 01:54 PM   #6
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Put that info in the ticket, along with information about the files, type, size, length, etc.
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Old December 17th, 2008, 03:06 PM   #7
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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.
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