To ensure we can solve issues as efficiently as possible, please supply us with all relevant information when contacting support.
Performance or System instability
A detailed explanation of the problem – please let us know if the setup has changed recently Hardware Configuration – Workstation, RAM, Storage, Graphics card & additional PCI cards fitted (and placement) Installed Operating System nVidia driver version Additional software installed after delivery Project setup (resolution, frame rate etc.) Monitoring setup and video card (e.g. HD1080 SDI GPU read-back) The general.prefs file (C:Nucoda\20xx.x\root\users\AllUsers) The log files for the relevant period (in root\logs) The minidumps for the relevant period (in root\minidumps) The source media format (file type, resolution, bit depth) and location (e.g. SAN volume)
Project instability and media issues
A detailed explanation of the problem and steps to recreate if possible Exact version of Nucoda / Phoenix software (from the about box) The general.prefs file (in the root folder) The log files for the relevant period (in root\logs) The minidumps for the relevant period (in root\minidumps) A copy of the project (path in main project screen) before project recovery has been attempted A detailed explanation of the problem (e.g. camera firmware version / origin of media etc.) A short example of the media (in cases of large or confidential footage contact Media Support beforehand)