FAQ

FAQ

**Note: Many of the technical topics in the FAQ section are excerpts from the Cinedeck User Manual. If this is your first time operating a Cinedeck, we suggest you spend some time reviewing the Cinedeck User Manual and the many other downloadable documents and video tutorials available on the site.

End User License Agreement

End User License Agreement for the Cinedeck and cineXinsert software
IMPORTANT

YOU SHOULD CAREFULLY READ THE FOLLOWING TERMS AND CONDITIONS BEFORE DOWNLOADING, INSTALLING AND USING THE CINEDECK & CINEXINSERT SOFTWARE PROVIDED BY CINEDECK LLC.
(the Licensor).

These are the terms and conditions on which the Licensor licenses to you (the Licensee) to use the software product known as the Cinedeck & CineXinsert (the Software.) By clicking on the “ACCEPT” button, you are agreeing to the following terms and conditions (the Agreement). If you DO NOT AGREE to the following terms, you must not download, install or use this Software.

1. Grant of License

1.1 The Licensor grants to the Licensee a non-exclusive, non-transferable, royalty-free license to use the Software for the term of this Agreement.

1.2 The Licensee is entitled to download, install and use the Cinedeck Software on the Cinedeck device or for CineXinsert on your chosen hardware device.

1.3 The Licensee agrees to use the Software only for the Permitted Use and in compliance with all applicable laws, including all applicable intellectual property laws.

1.4 The Licensee must not lease, rent, distribute or sub-license the Software, or use the Software in a time-sharing arrangement, or in any other manner that is not the permitted use.

1.5 The Licensee may make one copy only of the Software if it is essential for back-up and archival purposes, in accordance with
its use of the Software. Any such copy must reproduce and contain all of the copyright and other proprietary notices appearing in
the Software.

1.6 The Licensor reserves the right at any time to alter the price, features, specifications, capabilities, functions, licensing terms, release dates, general availability or other characteristics of the Software.

2. Warranty and Disclaimer

2.1 The Software has not been written to meet individual requirements of the Licensee and is supplied without warranty of
any kind. A failure of any part or the whole of the Software to be suitable for the Licensee’s requirements will not give rise to any
right or claim against the Licensor.

2.2 THE LICENSOR MAKES NO WARRANTY OR REPRESENTATION TO THE LICENSEE AS TO THE PERFORMANCE OR OPERATION OF THE SOFTWARE, AND TO THE FULLEST EXTENT PERMITTED BY LAW DISCLAIMS ALL EXPRESS,
IMPLIED AND STATUTORY WARRANTIES, INCLUDING (BUT NOT LIMITED TO) MERCHANTABILITY, FITNESS FOR PURPOSE, SECURITY, RELIABILITY, NON-INFRINGEMENT AND PERFORMANCE OF THE SOFTWARE.

2.3 The Licensee acknowledges and agrees that it downloads, installs and uses the Software at its own discretion and risk, and that it will be solely responsible for any damage to the Cinedeck EXTREME or any loss of data that results from such downloading, installing or use of the Software.

2.4 To the fullest extent permitted by law, any condition or warranty which would otherwise be implied in this Agreement is
hereby excluded. Where legislation implies in this Agreement any condition or warranty, and that legislation avoids or prohibits
provisions in a contract from excluding or modifying the application of or exercise of or liability under such a condition or warranty, that condition or warranty will be deemed to be included in this Agreement. However, the liability of the Licensor for any breach of such a condition or warranty will be limited, at the option of the Licensor, to one or more of the following: in the case of the supply of goods: the replacement of the goods; the supply of equivalent goods; the repair of the goods; the payment of the cost of replacing the goods or of acquiring equivalent goods; or the payment of the cost of having the goods repaired; and in the case of the provision of services: the supplying of the services again; or the payment of the cost of having the services supplied again.

2.5 The Licensee acknowledges that the Software in general is not error-free and agrees that the existence of such errors will not constitute a breach of this Agreement.

2.6 The Licensor does not warrant that the Software will be free from all known viruses and the Licensee is solely responsible for virus scanning the Software.

2.7 The Licensor does not warrant that the Software will enable the Licensee to render its products compatible with the Licensor’s

3. Liability

3.1 IN NO EVENT WILL THE LICENSOR BE LIABLE TO THE LICENSEE OR ANY OTHER PERSON FOR ANY LOST PROFITS, LOST SAVINGS, LOST DATA, OR OTHER SPECIAL, DIRECT, INDIRECT, PUNITIVE, CONSEQUENTIAL, OR INCIDENTAL DAMAGES ARISING OUT OF OR RELATING TOTHIS AGREEMENT OR ANY PRODUCT OR SERVICE FURNISHED OR TO BE FURNISHED UNDER THIS AGREEMENT OR THE USE THEREOF, EVEN IF THE LICENSOR HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH LOSS OR DAMAGE.

3.2 The aggregate liability of the Licensor upon any claims howsoever arising out of or relating to this Agreement or any products or services furnished or to be furnished by the Licensor under this Agreement will in any event be absolutely limited to US$100.

3.3 Unless this Agreement expressly provides otherwise: to the maximum extent permitted by law, all express and implied conditions, warranties or liabilities (including liability as to negligence) regarding the condition, accuracy, suitability, quality or title to the Software are negated and excluded; and the Licensor gives no condition, warranty, undertaking or representation in relation to the condition, accuracy, suitability, quality of or title to the Software (including any data contained in or supplied in relation to it or reports generated or produced by or with the aid of any of them).

3.4 The Licensee acknowledges that the Licensor has entered into this Agreement in reliance upon the Warranty and Disclaimer and Liability clauses set forth in this Agreement, and that the same form an essential basis of the bargain between the parties. The parties agree that the limitation of liability specified in this Agreement will survive and apply even if the Warranty and Disclaimer or Liability clause, or any limitation of remedies is found to have failed its essential purpose.

4. Intellectual Property Rights

4.1 For the purposes of this Agreement, the term Intellectual Property Rights means all copyright, patents, designs, trademarks or service marks, brand names, product names, trade secrets, know-how, rights to confidentiality and other intellectual and industrial property rights (including Marks as defined in clause 6), whether or not registered or capable of registration, in all parts of the world.

4.2 The Licensee acknowledges that it obtains no Intellectual Property Rights whatsoever in the Software. As between the parties all Intellectual Property Rights vest in the Licensor.

4.3 The Licensee must not, except to the extent permitted by any law that cannot be excluded by the parties, copy, modify, disassemble, decompile, or reverse engineer the Software nor directly or indirectly permit any third party to do any of the foregoing.

4.4 The only permitted copying of the Software is for the back-up purposes referred to in clause 1.5. The Licensee acknowledges and agrees that ownership of, and title to, the Software and all subsequent copies thereof regardless of form or media are held by the Licensor.

5. Infringement of Intellectual Property Rights.

5.1 If the Licensee becomes aware of any infringements or suspected infringements by any third party of any Intellectual Property Rights in the Software, the Licensee must immediately notify the Licensor, and must at the request and expense of the Licensor, take such action as the Licensor may reasonably deem appropriate to protect its Intellectual Property Rights.

6. Marks

6.1 The Licensee will not adopt or use, nor authorise others to adopt or use, any trademark, service mark or trade name which includes, or is likely to mislead, deceive or cause confusion, or is substantially identical with, or deceptively similar to, any Mark. This clause will survive the expiration or earlier termination of this Agreement.

6.2 For the purposes of this Agreement, the term Marks means any trademark, service mark or trade name of Cinedeck LLC or its affiliates, as the case may be, including but not limited to “Cinedeck ” and “cineXinsert” whether it is registered or capable of being registered.

7. Term and Termination

7.1 This Agreement is effective until terminated.

7.2 The Licensor may immediately terminate this Agreement at any time with or without notice: at the Licensor’s sole discretion; or if the Licensee breaches a term of this Agreement.

7.3 Upon termination of this Agreement, the Licensee must immediately cease to use the Software and if capable of return, return the Software (and all copies thereof) to the Licensor. Where such Software is  incapable of return, the Licensee must permanently delete or destroy the Software and provide a declaration to the Licensor that the Licensee has complied with this clause.

7.3. This requirement is without prejudice to any other rights and remedies that the Licensor may have in respect of the breach.

7.4 Despite any other provision of this Agreement this clause 7.4 and clauses 2, 3, 4, 5, 6, 7.3 and 8 survive the expiration or termination of this Agreement.

8. General

8.1 This written Agreement constitutes the entire agreement between the parties relating to the subject matter of this Agreement and supersedes all prior communications and agreements between the parties as to its subject matter. Each party agrees that unless expressly stated in this Agreement, that party has not relied on any representation, warranty or undertaking of any kind in relation to the subject matter of this Agreement.

8.2 If any provision of this Agreement or any part of a provision is unenforceable or void for any reason, then: that provision of the Agreement will be enforced to the maximum extent permissible so as to effect the economic intent of the parties, and the remainder of this Agreement will continue in full force and effect; and in any other case, such provision must be severed from this Agreement, in which case a valid, legal and enforceable provision of similar intent and economic impact will be substituted, and the remaining provisions will continue in full force and effect as if the severed provision had not been included.

8.3 The Licensee must not, without prior written consent of the Licensor assign, charge, sub-license, or otherwise transfer any of its rights or obligations under this Agreement in whole or in part.

8.4 Any delay or forbearance by either party in enforcing any provisions of this Agreement or any of its rights hereunder will not be construed as a waiver of such provision or right to subsequently enforce the same.

8.5 Clause headings have been included in this Agreement for convenience only and must not be considered part of, or be used in interpreting, this Agreement.

8.6 This Agreement is governed by and must be construed in accordance with the laws in force in the State of New York. The parties submit to the exclusive jurisdiction of the courts of that State and the United States of America in respect of all matters arising out of or relating to this Agreement, its performance or subject matter.

8.7 The Licensee agrees to abide by all applicable laws of the State of New York and all applicable jurisdictions, including the federal laws of the United States. The Licensor reserves the right to enforce its Intellectual Property Rights before the competent courts of any jurisdiction where an act of infringement has occurred.

8.8 The Licensee acknowledges and agrees that it will not export or re-export the Software or any products utilizing the Software in violation of any applicable laws or regulations of the United States of America.

Cinedeck Log & Dump Files

Frequently Cinedeck will ask you to provide logs or dump files to help us troubleshoot your system.

  • DO NOT REINSTALL THE SYSTEM IMAGE
  • Log Files are found in: C:\cinedeck\logs
  • Dump Files are found in: C:\cinedeck\dump

Because the Cinedeck systems are constantly logging events, your unit may have many log files. They are well identified with date and time stamps so please assure you have selected the appropriate files.

Zip the files using any standard compression application such as  7zip or WinZip. If you are doing this from the Cinedeck system, simply select the required files, right click and select “Send to” > “Compressed (zipped) folder”.

When requesting support, please use the Support Request Form. You can also upload your zipped log files via the support form.

Last Official SW Version

Last Official Release: Version 4.5.0.13405  (This page is updated regularly with notices about the last official version.)

Release Date: 6/15/15

 

SSDs: Installing, Initializing, Formatting, Disk Cache Settings

Important:

Most issues that arise during recording are media related. Improper formatting, including incorrect file system or cache settings, use of drives on other file systems before recording (eg offloading media on a Mac), formatting on a system other than Windows7, and improper removal of the drives after recording can all affect the state and performance of drives and negatively impact recording.

Local SSD disks must be:
1. MBR volumes, partitioned on a Windows 7 or newer system
2. Formatted as NTFS or EXFAT*
3. Formatted as a single volume
And for Samsung SSDs, Windows disk-caching settings must be set to “on”.

Note: Disks should be freshly formatted before recording, especially if used with another system such as a Mac or if improperly removed. In both cases, the file system index can be corrupted which can cause various I/O errors and write failure during record.

* EXFAT should only be used if the drives need to be mounted on a Mac OS machine for offload however the better solution is to install NTFS read and possibly write capability. If you are primarily a Mac user, don’t panic. Aesthetic differences aside, the Windows Explorer is very similar to Mac Finder… they both do exactly the same thing. The Windows Disk Management Console is similar to the Mac Disk Utility… they both do the same thing. In fact the paradigms are all the same since the people in Bellingham do their best to imitate the people in Cupertino and vice versa. The only real difference is appearance.

More information on using your SSDs with Cinedeck can be found in the Cinedeck User Manual

  • Installing: section 9.3
  • Initializing: section 9.4
  • Formatting: 9.5
  • Disk Cache Settings: 9.6

 

Network Storage

Recording to a SAN or other network-based solution requires adequate infrastructure and staff with the IT knowledge and experience with each system to configure and maintain it properly. Your Cinedeck supports 1Gb networking and some Cinedecks can be configured with a Fibre Channel or 10Gb Ethernet host adapter for use with higher-speed networks.

SAN-based recording can be extremely efficient and cost-effective, especially for long-form multi-camera shows with tight editing deadlines, or in a facility where direct access to recorded media is required. Because the various Cinedeck platforms are Windows 7-based, generally very little setup is required on the Cinedeck side for operation with a SAN. The network environment and any SAN client software, needs to be installed and configured properly by an IT professional.

There are some important issues to keep in mind:
1) recording over a network can create a single point of failure
2) network topology and 3rd party software (SAN clients and managers) add additional levels of maintenance, support

The list grows constantly however, some NAS and SAN solution manufacturers whose products are known to be used with Cinedeck products include:

  • Avid ISIS
  • Drobo
  • Facilis TerraBlock
  • Harmonic Omneon Mediagrid
  • Quantum Storenext
  • SNS Storage Network Solutions

This information is also in the Cinedeck User Manual

Setting up your unit for Remote Support

Cinedeck frequently uses remote log in to troubleshoot for customers.  Some remote log in programs that can be used are join.me  and gotomypc.  However, our preferred remote log in is Team Viewer.

Installing Teamviewer and Attended remote support

  1. Make sure your unit is connected to the internet
  2. Follow this link for the TeamViewer download for Windows.
  3. Once you have downloaded T/V and started the file, you will be provided with “Your ID” and a “Password”
  4. Please pass ID# and Password for your T/V installation to Cinedeck’s Support Team when asked.

Sometimes support is required after business hours.  If that is the case, Cinedeck will require unattended remote access.

Set up for Unattended remote support

  1. Install Teamviewer as above
  2. Click on the “Connection“ tab at the top of the TeamViewer window and select “Setup unattended access …“.
    • In the first step set a computer name and password for the remote computer.
    • In the second step you can add this remote computer to your partner list (refer to “TeamViewer – Use the Partner List“).
  3. Open your partner list and right-click on the computer name you would like to connect with (see step 2). Choose “remote control” as your preferred connection mode.

Full Guideline for Unattended Access Setup

Supported H.264 Profiles

Cinedeck supports a variety of H.264 profiles in various resolutions and qualities:

HD Master

IPOD 16×9 320×180 VBR (max 350kbps)
IPAD 16×9 640×360 VBR (max 900kbps)
DAX (Dailies) 640×360 VBR (MAX 700kbps)
DAX_2800 (Dailies) 640×360 VBR (MAX 2800kbps)
NatGeo 16×9 576×360 VBR (max 350kbps)
Main Proxy 16×9 960×540 VBR (max 350kbps)
PIX (Dailies) 1280×720 VBR (max 2800kbps)
Full HD 16×9 1920×1080 VBR (Max 3000kbps)

SD Master

FULL_SD 4×3 NTSC/PAL VBR (MAX 700kbps)
FULL_SD_2800 4×3 NTSC/PAL VBR (MAX 2800kbps)
FULL_SD Anamorphic 16×9 NTSC/PAL VBR (max 700kbps)
FULL_SD_2800 Anamorphic 16×9 NTSC/PAL VBR (max 700kbps)

HD Proxy

IPOD 16×9 320×180 VBR (max 350kbps)
IPAD 16×9 640×360 VBR (max 900kbps)
DAX (Dailies) 640×360 VBR (MAX 700kbps)
NatGeo 16×9 576×360 VBR (max 350kbps)
Main Proxy 16×9 960×540 VBR (max 350kbps)
Pix (Dailies) 1280×720 VBR (max 2800kbps)

SD Proxy

IPOD 16×9 320×180 VBR (max 350kbps)
IPAD 16×9 640×360 VBR (max 900kbps)
Dax (Dailies) 640×360 VBR (MAX 700kbps)
NatGeo 16×9 576×360 VBR (max 350kbps)
FULL_SD 4×3 NTSC/PAL VBR (MAX 700kbps)
FULL_SD_2800 4×3 NTSC/PAL VBR (MAX 2800kbps)
FULL_SD Anamorphic 16×9 NTSC/PAL VBR (max 700kbps)
FULL_SD_2800 Anamorphic 16×9 NTSC/PAL VBR (max 700kbps)

Download the Full List from the Manuals and Guides section.

Support & Warranty Policy

Support & Warranty Policy

Cinedeck warrants your unit against defects in materials or workmanship as follows:

For a period of ONE year from the date of purchase of the extended warranty plan, Cinedeck will repair or replace the unit, at our option, without charge for parts or labor. After the period of ONE year you must pay for all parts and labor charges.

The Cinedeck Extended Warranty Plan includes:

  • 2 ~3 official software updates per year which include new features and codecs
  • All official maintenance releases
  • 24 hour customer support by phone or email
  • On-site tech support depending on geographic location.

If a Cinedeck representative is unable to be on location, then tech support will log into your machine to diagnose the issue and suggest steps to solve your technical issue.

To enable the Cinedeck Extended Warranty Plan, you must register each Cinedeck unit separately on the Product Registration page.

To obtain warranty support service, start by filling out the Cinedeck Support form here. Make sure to have your support warranty ID and serial number for the unit ready.


 The limited warranty is extended only to the original purchaser. It does not cover damage or failure caused by or attributable to Acts of God, abuse, misuse, improper or abnormal usage, faulty installation, improper maintenance, lightning, or other incidences of excessive voltage, or any repairs or tampering by other than a Cinedeck-authorized repair facility. It does not cover replacement of batteries or other consumable parts, transportation costs, or damage in transit. This warranty will become void if the serial number or model number identification has been wholly or partially removed or erased. Repair or replacement under the terms of this warranty do not extend the terms of this warranty. This warranty can not be modified by any agent of Cinedeck unless in writing and signed by an officer of Cine Design Group LLC.

Should this product prove defective in workmanship or material, the consumer’s sole remedies shall be such repair or replacement as provided by the terms of this warranty. Under no circumstances shall Cinedeck be liable for any loss or damage, direct, consequential, or incidental, arising out of the use of or inability to use this product. Some states do not allow limitations on how long an implied warranty lasts or the exclusions or limitations of incidental or consequential damages, so the above limitations or exclusions may not apply to you. This warranty gives you specific legal rights. You may also have other rights which vary from state to state. 

Cinedeck RMA Process

Whether or not you have a current support contract, Cinedeck will help in the best way possible with your RMA.

Process:

  • Contact Cinedeck through the Support Form
  • We will reply back within 24 hours hours, but usually much sooner
  • A support specialist will help you troubleshoot your unit by email and phone
  • If the item requires a parts replacement, Cinedeck may ask you to fill out an RMA request form.
  • An RMA # will be assigned and emailed to you with instructions on where to return.

Unit Under Support

Your support contract entitles you to receive priority support.

If you need to return your unit for repair, Cinedeck will:

  1. Attempt to troubleshoot remotely
  2. If this fails, then  your unit will need to be shipped back to our HQ or delivered locally if local support is available
  3. The unit will be evaluated and parts replaced if necessary within 5 business days from receipt of unit.
  4. The unit will be shipped back to you at our expense.

Unit Out of Support

An out of support unit will undergo a similar process to a unit with a current support contract.  However, shipping charges both ways will be the responsibility of the owner and also a parts and labor charge will apply.

An estimate of parts of labor will be supplied prior to any work done on your unit.

 

Restore System to Factory Settings

Your system should have arrived with a USB restore key.  If not, then you can easily create one by following the steps in FAQ: Creating a Restore Key.

Once you have the restore key, follow the steps below:

  • Restoring the system:
    • With the unit powered off, turn off the drive bays by turning the knobs left and make sure to disconnect any USB drives or external drives from the unit.
    • Insert the Cinedeck restore USB stick and a Keyboard only.
    • Power on the unit.
    • Tap on the “Delete” key continuously until you enter the BIOS setup screen.
    • Go to the Save and Exit tab.
    • Under “Boot Override” section, select the USB flash drive (*not the one with “UEFI” in front of it) and press enter.
    • The system will boot to the USB and begin the restore process.
    • Follow the prompts.
    • Once the restore process is complete, it will display “Press enter to continue”.
      • Press “Enter”.
      • Type “0” (zero) and hit “Enter” on your keyboard to shutdown the system.
    • Remove the restore USB and power it on.

You may need to update the Cinedeck application and video card drivers depending on what version of the software you had been running previously.  If you’re not sure, please note in the Support Form, that you are unsure of whether you need to update your drivers and note the version of the SW you are currently running.

Return Policy

CINEDECK RETURN POLICY

Here is the procedure to follow in the rare instances that a Cinedeck product needs to be returned:

Defective Product Return Policy

The Cinedeck Limited Warranty provides a one (1) year warranty for software and hardware.* If it appears that the product is defective, please contact the local Cinedeck Authorized Reseller from whom the product was purchased. Please refer to www.cinedeck.com/reseller to locate an authorized reseller. If the Authorized Reseller determines that a return is indeed necessary and the product remains under Warranty coverage, an RMA (Return Material Authorization) number will be issued, along with return instructions. Please note: Cinedeck is unable to accept returns without an RMA number.

NOTE: Before delivering the product to the reseller, all data on the hard drive(s) should be backed up. Confidential, proprietary, or personal information should be removed. Neither Cinedeck nor the authorized reseller is responsible for any confidential, proprietary, or personal information; lost or corrupted data; or damaged or lost removable media.

During the remaining period of the Warranty: For any remaining period of the Limited Warranty, Cinedeck will replace any defective part with new or refurbished parts, at our option, if it is determined that such a replacement is necessary.

Cinedeck uses new and refurbished parts in performing warranty repairs, and in building replacement parts and systems. Refurbished parts and systems are parts or systems that have been returned to Cinedeck, some of which were never used by a customer. All parts and systems are inspected and tested for quality. Replacement parts and systems are covered for the remaining period of the Limited Warranty for the product purchased. Cinedeck owns all parts removed from repaired products.

After the warranty period expires, or in certain other cases where Cinedeck is not obligated to replace the product, Cinedeck may elect to replace parts or products, at its sole option, but in doing so Cinedeck does not waive in whole or in part, any provision of the product’s Limited Warranty for that product, for that customer, or the Limited Warranty in general. Any such replacement will be done only on a case by case basis by Cinedeck, without waiver.

Advance Replacement Policy

In cases wherein replacement parts for defective components are needed immediately, including DOA (dead on arrival) products, customers may request an Advance Replacement, and only within the first 15 days of the Cinedeck product invoice date. The Advance Replacement Policy applies to products purchased from a Cinedeck Authorized Reseller.

Advance Replacement requests should be initiated via the appropriate Cinedeck Authorized Reseller. In emergency circumstances when the Cinedeck Authorized Reseller cannot be reached, a request for Advance Replacement may be made directly to Cinedeck Customer Support.

Requesting Advance Replacement implies that the customer has the defective parts, and pays freight for the return of defective parts back to Cinedeck, within 10 calendar days of the request. Upon approval, Cinedeck will pay freight for delivery of replacement part to customer, via UPS Ground service only. If defective parts are not received, Cinedeck will invoice the customer for the full value of the replacement part, or unit.

Please follow the following procedures to request Advance Replacement:

Contact local Authorized Reseller to arrange for Advance Replacement. If Reseller is unavailable, Contact Customer Support for technical assistance and problem diagnosis. If the problem is determined as a hardware or software failure by Cinedeck, customer may request Advance Replacement from the technician.

Either the Authorized Reseller or Cinedeck will provide an RMA number, depending on the escalation path chosen. Return the original defective product to Cinedeck within 10 days from the date following proper return procedures.

Cinedeck or the Authorized Reseller will send out the replacement product.

Change/Cancellation of Order:

Cinedeck Authorized Resellers will make every effort to accommodate requests to change or cancel orders. However, orders typically enter production within 48 hours, after which point they cannot be changed or cancelled. Cinedeck only guarantees that requests for changes or cancellations within 48 hours of the order being placed will be honored. After an order has entered production, its components are considered used goods and therefore their resale value is reduced.

All cancellations must be submitted within 48 hours after placing order, and require email confirmation provided by either the Authorized Reseller or customer support. To obtain the confirmation number, please contact either your authorized reseller or Customer Support.

15 Day Return Period for Cinedeck Products and Accessories: Unless there is a separate agreement with Cinedeck, or except as provided below, all hardware, accessories, peripherals, parts, and media-based software that is unopened and still in its sealed package or, that has not been downloaded, may be returned within 15 days from the date on the packing slip or invoice for a credit, or a refund of the purchase price paid, less shipping and handling and any applicable restocking fees.

Restocking Fees: Unless the product is defective or the return is a direct result of a Cinedeck error, Cinedeck may charge a restocking fee of up to 15% of the purchase price paid.

How to Return a Product: Before returning a product, you must first contact the Authorized Reseller from whom the Cinedeck product was purchased to obtain a Credit Return Authorization (CRA) number before the end of the applicable return period. Cinedeck will not accept returns without a CRA number. Please visit www.cinedeck.com to find the appropriate Authorized Reseller. Alternatively an e-mail may be sent to Customer Support to request a CRA number.

NOTE: The product must be shipped to Cinedeck within 5 days of the Credit Return Authorization number date as follows:

All Cinedeck products for which a CRA number has been issued must be returned. Credit amount may be less than the original invoice or individual component price for partial returns due to bundled or promotional pricing or any unadvertised discounts or concessions.

Return the products in their original packaging, in as-new condition, along with any media, documentation, and any other items that were included in the original shipment.

Ship the products at the customer’s expense via UPS or FedEx. Customer should ensure the shipment or accept the risk of loss or damage during shipment.

Upon receipt of the return, Cinedeck will issue a credit or a refund of the purchase price paid, less shipping and handling and any applicable restocking fees.
Cinedeck will not accept returns without a CRA number.

Creating a Restore Key
  1. Contact Cinedeck Support to obtain a download of the appropriate system image.
  2. Prepare the USB stick.
    • You will need a USB drive at least 8GB in size.
    • Quick format the USB as FAT32.
    • Extract the contents of the zip file to the USB stick. There should be 5 folders and 3 files copied to the USB stick.
  3. On a system with Win 7 installed, open the command prompt.
    • Click the start button.
    • Type “cmd” in the “search programs and files” field
      • You should see cmd.exe show up under programs.
      • Right click and select “Run as Administrator.”
    • Type:
      • D: (or whatever the USB key drive letter is)
      • CD UTILS\WIN32
      • MAKEBOOT.BAT
  4. Follow the instructions to make the USB bootable.
  5. Once the procedure is done, close the command prompt window and eject the USB stick.
  6. Restoring the system:
    • With the unit powered off, turn off the drive bays by turning the knobs left and make sure to disconnect any USB drives or external drives from the unit.
    • Insert the Cinedeck restore USB stick and a Keyboard only.
    • Power on the unit.
    • Tap on the “Delete” key continuously until you enter the BIOS setup screen.
    • Go to the Save and Exit tab.
    • Under “Boot Override” section, select the USB flash drive (*not the one with UEFI in front of it) and press enter.
    • The system will boot to the USB and begin the restore process.
    • Once the restore process is complete, it will display “Press enter to continue”. Press “Enter”. Type “0” and hit “Enter” to shutdown the system.
    • Remove the restore USB and power it on.

You may need to update the video card drivers depending on what version of the software you had been running previously.  If you’re not sure, please note in the Support Form, that you are unsure of whether you need to update the firmware or drivers and note the version of the SW you are currently running.

Spinning Disk Drive Recommendations for use with Cinedeck

One of the unique capabilities of Cinedeck ingest appliances is recording to your choice of storage including direct attached local drives. Local storage can be connected via; USB3, eSATA , Ethernet and (on MX) by utilizing a PCIe adapter card which connects to the storage system.

The recommended drives come from manufacturers that take their design, quality and uniformity testing seriously and turn out drives that work very well. While Cinedeck cannot guarantee results or recommend one above the other, there are some interesting plus differences worth noting between the products.

  • Avastor HDX 1500
  • CalDigit AVPro , AV Drive or VR2 Drive

Full Guide: Spinning Disk Drives

Supported SSDs

Don’t skimp on drives to save a few cents: The use of unsupported drives to save a little money per GB has a poor cost-benefit ratio when what is at stake is generally the recording of an extremely costly production. Make a backup recording. Even if it’s just to the in-camera recording card.

If a shoot is important, always have a backup plan. Cinedeck currently supports all models of Samsung Drives, specifically:

  • Samsung 840 Pro series (excellent price/capacity)
  • Samsung 850 Pro series (highest performance, longest warranty)
  • Samsung 840 OR 850 EVO (best price/capacity)

You may use other SSDs with your Cinedeck recorders, but we may not be able to provide technical support should you have any issues due to non-approved SSDs. The Cinedeck development team can absolutely confirm, not all SSDs are created equal and SSD specifications as advertised by manufacturers can be extremely misleading. Real-time video recording, especially multistream, is unlike any other use-case for SSDs and in general, most SSD drives are not optimized for best performance in this very specific case. Also, some drives have appalling failure rates. For instance, Cinedeck had drives provided from a manufacturer for testing which had a 100% failure rate within 6 months. This does not mean they all necessarily completely stopped working but they could no longer reliably record video.

Can I schedule a webex for my team?

Yes, please contact Cinedeck Sales through the Contact Us form.

Cinedeck Training

If you’d like to learn more about operating a Cinedeck, please contact us through CINEDECK INTERACTIVE REQUEST.  You may log into a live system of your choice to familiarize yourself with the Cinedeck UI.

If you’d like to receive onsite training or training for your group, please contact sales here: CONTACT CINEDECK

Do you have a manual?

Yes, you can download the most recent manual for all models including RX3G, MX, and ZX series from the Cinedeck Manuals and Guides Page.

Where do I get the latest version of the software?

If you have a valid support contract and are a registered user, you can contact Cinedeck Support through the Support Form. Support will then send you a link to the latest official version.

If you don’t have a current support contract, please contact sales here.

Supported RS422 Controller

Hardware and software RS422 controllers can be used via Sony or VDCP protocols.

The following have been tested, but are not specifically limited to:

Hardware RS422:

  • Hi-tech (Sony and VDCP over RS422)
  • DNF (Sony)
  • BUF  (Sony)
  • JL Cooper (Sony)
  • most Sony VTRs
  • Spirit telecine control (Sony)
  • Ross switchers (VDCP over IP or RS422)

Software RS422

  • Media Composer (Sony)
  • Final Cut (Sony)
  • Clipster/Venice (Sony)
Supported NLEs
  • Apple Final Cut Pro
  • Apple Final Cut X
  • Adobe Premier
  • Autodesk Smoke
  • Avid Media Composer
  • Avid Symphony
  • Sony Vegas Pro
  • Quantel Pablo
  • Assimilate Scratch
  • Autodesk Flame
  • SGO Mistika
Supported Cameras

Cinedeck systems support cameras that output via 3G HDSDI, HDMI, or LAN, including, but not limited to, the following tested cameras:

  • ARRI – D-21/ALEXA/ALEXA PLUS ( HD only ) & ARRI RAW
  • CANON – XLH1S, XF305, C300, C500
  • CINEFLEX V14 HD
  • HITACHI – SK-HD200
  • PANASONIC – HPX3700, AF100
  • PANAVISION – Genesis
  • PHANTOM – Flex, HD Gold
  • RED – ONE (720p tap for on-set monitoring), EPIC, SCARLET-X(HD ONLY)
  • SONY – F1500, F950, F900, EX1R, EX320, F23, F35, FS100,
    PVM- 320, PMW-35, PMW-F3 (including S-LOG option), F5, F55 (YUV 10 4K)
  • WEISSCAM – HS2 ( HD only )
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