how long does it take aja support to respond?

[Gary Adcock]

[Bob Zelin] “If you decide not to do this, I will fly to your location with a baseball bat, and make you use the telephone.”

“Don’t mess with the Zelin!”

gary adcock
Studio37
HD & Film Consultation
Post and Production Workflows
Inside look at the IoHD

[Bob Zelin]

it’s 8:30am Thursday 7/17/08. Chris will be calling AJA in less than 4 hours (and possibly trying the patch before then).

Chris, we are VERY interested in your problem, and how it gets resolved !
bob Zelin

[Walter Biscardi]

[Bob Zelin] “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 ? “

Granted it’s a wiffle bat, but that sucker still hurts when he gets a full wind-up……..

Walter Biscardi, Jr.
Biscardi Creative Media
HD and SD Production for Broadcast and Independent Productions.

STOP STARING AND START GRADING WITH APPLE COLOR Apple Color Training DVD available now!
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[Bob Zelin]

Hi Chris –
we are waiting here, holding our breath, to see if you were able to get thru to AJA tech support, and if you have a solution to your RS422 issue. We are here to help you (and certainly AJA is) – would you please tell us what is going on ?

Bob Zelin

[Chris Borjis]

Wow I invoked old Bob!

I’m in a secret bunker, hiding from you!….just kiddin.

Thanks very much for all of the solutions, I will try
it out just as soon as I finish my edit session with
my client (the deck is being used in another room where it plays nice on the decklink hardware)

I will post my findings though just as soon as possible.
I know there are others with the BRHD50U having this same problem.

I come from a tech support background (years ago) and understand what really good support is. Answering the phone and solving a problem is good and no knock against aja but equally important is email response from a website, that kind of same day or next day support is stellar…its beyond good.

From just emails and posting on a forum alone I once had JVC call ME!
about an issue I had with my HD100 camera, now THAT is about is good as support gets in my experience.

[Bob Zelin]

Chris –
the reason I am interested in your results is that I have several clients with the BR-HD50U, using AJA hardware, and they are NOT having these issues, HOWEVER, I have had clients with Panasonic AJ-BR450 VTR’s that had this issue (and the patch resolved this), and recently I had ONE client with a regular Beta 1800 that had these problems, and to my surpise, AJA recommended the patch – and IT WORKED. I have NO IDEA why every other AJA system (with Beta VTR’s) never had this problem, but only ONE did – and the patch worked.

Let us know what happens.

Thanks –
Bob Zelin

[Chris Borjis]

Will do and Thanks again Bob. The fun of reading your posts has started my day with a smile. 🙂

incidentally, this machine is running a Dual G5 PCI-E Power Mac, with 4GB RAM, FCP 6.01 and OS X 10.4.9 – with a Kona LH-E.

With the 5.1 driver, once in awhile my digibeta DVW-500 would exhibit the same odd problem. But not all the time.

I have one other thing to add before I get back to work, the capture window I have noticed is different in how it displays video.

The decklink shows the video overlay within the entire video overlay area of the capture pop up application (not the HDV capture app btw)
yet the Kona LH-E is showing video in the overlay but part of
the right side and bottom show gray….it does not fill the area like the decklink. I’ll try and post comparison pics later today to show you what I mean.

Thanks again buddy!

[Chris Borjis]

I made the .txt file following the instruction to the letter.

It did not fix the problem, and now when I launch fcp I get
this message just after the splash screen:

“One or More unsupported enabler files are installed.
Blue render bars will appear in the timeline to indicate
areas of real-time playback that may drop frames as a result
of this non-standard configuration.”

[Chris Borjis]

I got another of those .txt files from aja this time and
though I don’t get that error now, it still does not work.

29.97 material is just fine.

right now anything 59.94 HD captured or SD downconverted by the
Kona to 29.97 on the fly is having the problem only.

[Jeremy Garchow]

Have you considered upgrading your version of FCP?