General Previewing problem with Sapphire on AE CS4 Mac

[Donald Johwa]

Hi Josh,

To better assist you, can you please contact our support team at “support@genarts.com”? We look forward to assisting you.

Regards,

Donald

[Josh Prescott]

Donald,

I actually think you guys missed the point of the forum post.
THIS is the place to talk about these sorts of problems. I didnt buy your product, I was trying it out. I don’t feel there is anything you can say in email that cannot be said here. If you would like me to screencapture a video of exactly what your plugins are doing, then great. Otherwise everything you read in my previous post would be EXACTLY what you would get in your email. So how bout addressing it so we all can have a solution at once?

I dont require the support these others do. I can easily re-create all these. I am just confirming for everyone else on here that there is an actual problem with your product. And offer any solution I can to fix it or workaround it. Which is more than I can say for your company representatives.

This “assisting me” im sure consists of sending some logfile with probably NO useful information in it. Because the plugins do NOT crash or ERROR out. They just simply stop displaying.

Jumping through support center hoops only to be told that its probably “our” fault is not really what this post is about. You have many people here with different setups all confirming the same thing. Its not rocket science.

Thank you however. I realize that if this is the level of support one can expect with Genarts over a widely confirmed bug, I am better off knowing during the trial.

I think later on I am gonna take a video showing exactly what this does. And on different computers.
Normally I never post about these matters but when I see a company like yours wanting to play email tag rather than just help many people at once, it kinda disappoints the rest of us.

I would have taken you up on your offer to email you. But honestly, if even 2 out of the many people here did email you and got a solution, im sure they would have posted it. So I am guessing it will resolve nothing.

As for everyone else, good luck with these plugins.
The workarounds required to get these to work for a full project is not worth the hassle. Id personally mix Red Giant’s Magic Bullet Looks with Boris Fx for a more stable solution.

Seeya

[Jonas N bär]

Hey Guys,

I’m working in an agency right now and experience a problem which you described above.
As I was googleing around, I found someone who uploaded a Capture of exactly this problem:

https://www.youtube.com/watch?v=NjoMMxkhYqA

The client I’m working for has restrictions for TCP-Traffic; as far as I know they only allow communication via FireFox & Port 80. Could this be a problem that your Plug-In needs to be connected?

Thanks & bye
Jonas

(AE CS6 / Sapphire 6.14)

[Gary Oberbrunner]

Hi Jonas;

Generally this problem is caused by using an unlicensed or incorrectly licensed version of Sapphire. I am sure that is not the case here, but usually in cases like this, the next step is to look up the licensing information in our database and then work with you directly to resolve the issue (which can be as simple as reissuing your old license). Hence, drop us a note with the license information at support@genarts.com and we’ll make sure this gets fixed.

Thanks
Gary

[Jonas N bär]

Hey Gary,

thank you very much for your response; I know it is a legal license but I will forward your answer to the IT-Guys; as my job had to be completed last friday I can’t do anything for them anymore.

Thanks again and bye,
Jonas