For non-support general inquiries, please contact us using the contact form
You can also call: +1 888-390-4460 – Option 2
[Some international locations do not allow dialing a US toll free number, in that case call: +1646-642-6985]
Technical Support office hours are generally 9am-6pm US Eastern Time, but we usually respond to support requests from 8am to midnight, 7 days a week, and at odd hours of the night. Response time is generally within minutes during business hours.
To initiate a support request, it is preferred that you fill out this support form.Phone support can be reached at +1 888-390-4460 – option 2. If you do not reach us, please do leave a message. [Can’t dial a US toll free number? Call: +1 646-642-6985 – option 2]
It is generally both helpful and essential to have as much information as possible about the nature of the problem and the setup involved, including; Cinedeck model, Cinedeck software version (Prefs page), Cinedeck settings such as codec, wrapper, storage in use and all related equipment being used; source/camera settings, audio embedders, timecode source, etc.
If you are using an esoteric piece of equipment in the signal chain, it is critical that we know so we can make a correct diagnosis.
Is it plugged in? Often the simplest things can make life difficult…
Always check the basics! Are power, cabling and signal paths all confirmed to be good?