In order that we can help you as quickly as possible it is useful to supply us with all relevant information when contacting support

Hardware / system instability problems

Please supply:

* A detailed explanation of the problem – please let us know if the setup has changed recently
* Hardware Configuration – Workstation, Storage, Graphics card & additional PCI cards fitted (and placement)
* Installed Operating System
* nVidia driver version
* Additional software installed after delivery
* System information file: Go to Run > type: msinfo32 > File > Save
* System event logs: Right click on My Computer > Manage > Event Viewer > Windows Logs (Win7 only) > System > right click and save all events as a .evt or .evtx

Performance issues

Please supply:

* A detailed explanation of the problem
* Hardware Configuration – Workstation, Storage, Graphics card & additional PCI cards fitted (and placement)
* Installed Operating System
* nVidia driver version
* Exact version of Nucoda / Phoenix software (from the about box)
* Project setup (resolution, frame rate etc.)
* Monitoring setup (e.g. HD1080 SDI GPU read-back)
* The general.prefs file (in the root folder)
* The source media format (file type, resolution, bit depth) and location (e.g. SAN volume)

Software Instability

Please supply:

* A detailed explanation of the problem (we need enough information to be able to repeat the problem reliably)
* Installed Operating System
* nVidia driver version
* 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)

Project Instability

Please supply:

* A detailed explanation of the problem
* 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.

Media compatibility issues

Please supply:

* A detailed explanation of the problem (e.g. camera firmware version / origin of media etc.)
* Exact version of Nucoda / Phoenix software (from the about box)
* The log files for the relevant period (in root\logs)
* A short example of the media (in cases of large or confidential footage contact Media Support beforehand)