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Chris Borjis
how long does it take aja support to respond?
on Jul 16, 2008 at 9:12:40 pm


I sent them an email early monday about an ongoing rs-422 control
problem with 59.94 and they have not sent any response.

I thought AJA had good support?



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Jeremy Garchow
Re: how long does it take aja support to respond?
on Jul 16, 2008 at 9:20:28 pm

Have you picked up the phone?


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Chris Borjis
Re: how long does it take aja support to respond?
on Jul 16, 2008 at 9:30:21 pm


no, I heard they responded real quick when emailed.

I'll call them.




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Craig Sommerer
Re: how long does it take aja support to respond?
on Jul 16, 2008 at 10:17:31 pm

Call them. Leave a message if you need to, they will return the call within the day. Whenever I've called them I get a call back within an hour if I leave a message.

Emailing them is futile, I've sent emails that were never answered. Then I wised up and learned to use the phone.


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Jordan Woods
Re: how long does it take aja support to respond?
on Jul 17, 2008 at 12:47:38 am

blasting any company's tech support publicly, because believe it, this forum is public space not your living room, before you even learn to pick up a phone is never a good way to resolve your issues or make friends on this forum.


Post Engineer
Los Angeles, CA


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Bob Zelin
Re: how long does it take aja support to respond?
on Jul 17, 2008 at 1:15:45 am

Chris -
this is what is going to happen as of tomorrow morning. You are going to call AJA tech support. You are going to pick up the G-d Damn phone and call 530-271-3190, and you are going to say "support please". And you will ask to speak to a tech like Rudy, Steve, Hector, Gerry, or anyone who is available.

If you get no response, or no one calls you back in a reasonable period of time, feel free to post back that "you called, and you could not get anyone on the phone, and no one every called you back". But I bet you money that someone will pick up and help you, or call you back.

If you decide not to do this, I will fly to your location with a baseball bat, and make you use the telephone. OK Chris ? Remember, at 9am (they are on pacific time in the US), you are going to pick up the telephone at call (53) 271-3190, and call support, AND THEN, you are going to report back what happens - right ?

And since I am being a jerk here, please feel free to remind me of exactly what your RS422 control problem is - I will be more than happy to assist you.

Bob Zelin





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Jeremy Garchow
Re: how long does it take aja support to respond?
on Jul 17, 2008 at 1:19:58 am



http://forums.creativecow.net/thread/98/870645


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Bob Zelin
Re: how long does it take aja support to respond?
on Jul 17, 2008 at 1:31:17 am

There is a patch from AJA that may resolve this problem for you.
The patch is a text file, and goes into the
/library/application support/FCP system support/plug-in's folder.

I have used this VTR (the JVC BR-HD50U), and have not had this issue, and did not require this patch (which is for old Panasonic DVCPro VTR's), but you need to try this. I would blame your RS422 control cable, but you said that VTR XChange is working just fine.

I cannot put attachments into Cow Forums, so I can't send you the patch, but I believe that Apple has this on their site as well, and I will try to find the link for you, and post it.

Bob Zelin




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Bob Zelin
chris - this may resolve your issue
on Jul 17, 2008 at 1:35:47 am

this is from the Apple site, relating to the AJA product.

This is the document that I got this from (you should still call AJA and ask them to email you the patch) -
http://support.apple.com:80/kb/HT1942

Serial device control and "Tape trouble" messages
When capturing from or outputting to a device using serial control (RS-422), Final Cut Pro regularly queries the device about its current state. If this polling is held off for any reason (such as the other factors listed in this article), Final Cut Pro may display a "Tape trouble" dialog. Updating to the latest Kona drivers and Mac OS v10.5.3 should help resolve this. If polling interruption is still an issue, increasing the polling interval may result in fewer warning dialogs.

To increase the serial device control polling interval, take the following steps:

Use TextEdit (or another plain text editor) and create a new document.
Note: If you are using TextEdit, make sure the document format is plain text (not rich text) by choosing Format > Make Plain Text (or press Shift-Command-T).
Copy and paste the following lines (or type them exactly) into the plain text document:

startuponly
FileVersion(60243, 41391, 68)
code

dictput(0,"kgDeviceControl","useAltETTPolling", "value");

Choose File > Save.
Name the file DisableAltETTPolling.txt and save it in this location:
/Library/Application Support/Final Cut Pro System Support/Plugins
Close Final Cut Pro and reopen it for the change to take effect.




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Jeremy Garchow
Re: chris - this may resolve your issue
on Jul 17, 2008 at 1:40:30 am

Just to give a warning: Someone said this didn't work as it doesn't match exactly the AJA plugin they give you when you call them.

Read this for info as you have to add one more line of text, but what's weird is that the line of text is just a clarifier and not any code:

http://forums.creativecow.net/readpost/150/858668

No offense to John Knowles, I think there might have been a typo somewhere.

Jeremy


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Paul Provost
Re: chris - this may resolve your issue
on Jul 17, 2008 at 2:40:45 am

just call them. I've had to call them twice in the past year for a couple of weird problems and they were able to solve it in minutes both times. they have the BEST tech support period. really quite unbelievable in this day and age.

Paul Provost
http://www.postandbeam.tv


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gary adcock
Re: how long does it take aja support to respond?
on Jul 17, 2008 at 10:30:07 am

[Bob Zelin] "If you decide not to do this, I will fly to your location with a baseball bat, and make you use the telephone."

"Don't mess with the Zelin!"

gary adcock
Studio37
HD & Film Consultation
Post and Production Workflows
Inside look at the IoHD




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Bob Zelin
Re: how long does it take aja support to respond?
on Jul 17, 2008 at 12:25:03 pm

it's 8:30am Thursday 7/17/08. Chris will be calling AJA in less than 4 hours (and possibly trying the patch before then).

Chris, we are VERY interested in your problem, and how it gets resolved !
bob Zelin




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walter biscardi
Re: how long does it take aja support to respond?
on Jul 17, 2008 at 12:52:00 pm

[Bob Zelin] "If you decide not to do this, I will fly to your location with a baseball bat, and make you use the telephone. OK Chris ? "

Granted it's a wiffle bat, but that sucker still hurts when he gets a full wind-up........



Walter Biscardi, Jr.
Biscardi Creative Media
HD and SD Production for Broadcast and Independent Productions.

STOP STARING AND START GRADING WITH APPLE COLOR Apple Color Training DVD available now!
Read my Blog!
View Walter Biscardi's profile on LinkedIn


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Bob Zelin
Chris - it's 12:15 eastern (9:15 pacific)
on Jul 17, 2008 at 4:17:18 pm

Hi Chris -
we are waiting here, holding our breath, to see if you were able to get thru to AJA tech support, and if you have a solution to your RS422 issue. We are here to help you (and certainly AJA is) - would you please tell us what is going on ?

Bob Zelin




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Chris Borjis
Re: Chris - it's 12:15 eastern (9:15 pacific)
on Jul 17, 2008 at 4:25:01 pm


Wow I invoked old Bob!

I'm in a secret bunker, hiding from you!....just kiddin.


Thanks very much for all of the solutions, I will try
it out just as soon as I finish my edit session with
my client (the deck is being used in another room where it plays nice on the decklink hardware)

I will post my findings though just as soon as possible.
I know there are others with the BRHD50U having this same problem.


I come from a tech support background (years ago) and understand what really good support is. Answering the phone and solving a problem is good and no knock against aja but equally important is email response from a website, that kind of same day or next day support is stellar...its beyond good.

From just emails and posting on a forum alone I once had JVC call ME!
about an issue I had with my HD100 camera, now THAT is about is good as support gets in my experience.




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Bob Zelin
Re: Chris - it's 12:15 eastern (9:15 pacific)
on Jul 17, 2008 at 4:32:43 pm

Chris -
the reason I am interested in your results is that I have several clients with the BR-HD50U, using AJA hardware, and they are NOT having these issues, HOWEVER, I have had clients with Panasonic AJ-BR450 VTR's that had this issue (and the patch resolved this), and recently I had ONE client with a regular Beta 1800 that had these problems, and to my surpise, AJA recommended the patch - and IT WORKED. I have NO IDEA why every other AJA system (with Beta VTR's) never had this problem, but only ONE did - and the patch worked.

Let us know what happens.

Thanks -
Bob Zelin




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Chris Borjis
Re: Chris - it's 12:15 eastern (9:15 pacific)
on Jul 17, 2008 at 4:40:40 pm

Will do and Thanks again Bob. The fun of reading your posts has started my day with a smile. :)

incidentally, this machine is running a Dual G5 PCI-E Power Mac, with 4GB RAM, FCP 6.01 and OS X 10.4.9 - with a Kona LH-E.

With the 5.1 driver, once in awhile my digibeta DVW-500 would exhibit the same odd problem. But not all the time.

I have one other thing to add before I get back to work, the capture window I have noticed is different in how it displays video.

The decklink shows the video overlay within the entire video overlay area of the capture pop up application (not the HDV capture app btw)
yet the Kona LH-E is showing video in the overlay but part of
the right side and bottom show gray....it does not fill the area like the decklink. I'll try and post comparison pics later today to show you what I mean.

Thanks again buddy!



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Chris Borjis
NO CHANGE
on Jul 18, 2008 at 5:13:50 pm


I made the .txt file following the instruction to the letter.

It did not fix the problem, and now when I launch fcp I get
this message just after the splash screen:

"One or More unsupported enabler files are installed.
Blue render bars will appear in the timeline to indicate
areas of real-time playback that may drop frames as a result
of this non-standard configuration."



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Chris Borjis
Re: NO CHANGE
on Jul 18, 2008 at 9:03:08 pm


I got another of those .txt files from aja this time and
though I don't get that error now, it still does not work.

29.97 material is just fine.

right now anything 59.94 HD captured or SD downconverted by the
Kona to 29.97 on the fly is having the problem only.




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Jeremy Garchow
Re: NO CHANGE
on Jul 19, 2008 at 8:17:18 pm

Have you considered upgrading your version of FCP?


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Chris Borjis
Re: NO CHANGE
on Jul 21, 2008 at 5:29:12 pm


If I have to as a last resort I will.

I have another machine I will have to as well (keeping them mirrored with same software versions so projects work in either room)

The last thing they suggested on friday was logging in
as another user to see if its a permissions/preferences problem.




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Chris Borjis
WORKAROUND......
on Jul 25, 2008 at 9:46:45 pm


I recieved a replacement kona lh from aja, made no difference
on this particular problem.

I have a keyspan usb to serial adapter and decided to give
that a try.

It works perfectly.

so the workaround for me at this point is to bypass kona
serial control and use the keyspan.




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