how long does it take aja support to respond?

[Jeremy Garchow]

Have you picked up the phone?

[Chris Borjis]

no, I heard they responded real quick when emailed.

I’ll call them.

[Craig Sommerer]

Call them. Leave a message if you need to, they will return the call within the day. Whenever I’ve called them I get a call back within an hour if I leave a message.

Emailing them is futile, I’ve sent emails that were never answered. Then I wised up and learned to use the phone.

[Jordan Woods]

blasting any company’s tech support publicly, because believe it, this forum is public space not your living room, before you even learn to pick up a phone is never a good way to resolve your issues or make friends on this forum.

Post Engineer
Los Angeles, CA

[Bob Zelin]

Chris –
this is what is going to happen as of tomorrow morning. You are going to call AJA tech support. You are going to pick up the G-d Damn phone and call 530-271-3190, and you are going to say “support please”. And you will ask to speak to a tech like Rudy, Steve, Hector, Gerry, or anyone who is available.

If you get no response, or no one calls you back in a reasonable period of time, feel free to post back that “you called, and you could not get anyone on the phone, and no one every called you back”. But I bet you money that someone will pick up and help you, or call you back.

If you decide not to do this, I will fly to your location with a baseball bat, and make you use the telephone. OK Chris ? Remember, at 9am (they are on pacific time in the US), you are going to pick up the telephone at call (53) 271-3190, and call support, AND THEN, you are going to report back what happens – right ?

And since I am being a jerk here, please feel free to remind me of exactly what your RS422 control problem is – I will be more than happy to assist you.

Bob Zelin

[Jeremy Garchow]

https://forums.creativecow.net/thread/98/870645

[Bob Zelin]

There is a patch from AJA that may resolve this problem for you.
The patch is a text file, and goes into the
/library/application support/FCP system support/plug-in’s folder.

I have used this VTR (the JVC BR-HD50U), and have not had this issue, and did not require this patch (which is for old Panasonic DVCPro VTR’s), but you need to try this. I would blame your RS422 control cable, but you said that VTR XChange is working just fine.

I cannot put attachments into Cow Forums, so I can’t send you the patch, but I believe that Apple has this on their site as well, and I will try to find the link for you, and post it.

Bob Zelin

[Bob Zelin]

this is from the Apple site, relating to the AJA product.

This is the document that I got this from (you should still call AJA and ask them to email you the patch) –
https://support.apple.com:80/kb/HT1942

Serial device control and “Tape trouble” messages
When capturing from or outputting to a device using serial control (RS-422), Final Cut Pro regularly queries the device about its current state. If this polling is held off for any reason (such as the other factors listed in this article), Final Cut Pro may display a “Tape trouble” dialog. Updating to the latest Kona drivers and Mac OS v10.5.3 should help resolve this. If polling interruption is still an issue, increasing the polling interval may result in fewer warning dialogs.

To increase the serial device control polling interval, take the following steps:

Use TextEdit (or another plain text editor) and create a new document.
Note: If you are using TextEdit, make sure the document format is plain text (not rich text) by choosing Format > Make Plain Text (or press Shift-Command-T).
Copy and paste the following lines (or type them exactly) into the plain text document:

startuponly
FileVersion(60243, 41391, 68)
code

dictput(0,”kgDeviceControl”,”useAltETTPolling”, “value”);

Choose File > Save.
Name the file DisableAltETTPolling.txt and save it in this location:
/Library/Application Support/Final Cut Pro System Support/Plugins
Close Final Cut Pro and reopen it for the change to take effect.

[Jeremy Garchow]

Just to give a warning: Someone said this didn’t work as it doesn’t match exactly the AJA plugin they give you when you call them.

Read this for info as you have to add one more line of text, but what’s weird is that the line of text is just a clarifier and not any code:

https://forums.creativecow.net/readpost/150/858668

No offense to John Knowles, I think there might have been a typo somewhere.

Jeremy

[Paul Provost]

just call them. I’ve had to call them twice in the past year for a couple of weird problems and they were able to solve it in minutes both times. they have the BEST tech support period. really quite unbelievable in this day and age.

Paul Provost
http://www.postandbeam.tv