Losing titles in New Blue Titler Pro 5

[Rich Kutnick]

“PS – NewBlue support is no help. They act like they have never heard of this problem before and ask me to reproduce it for them.”

To the contrary, Steve, I have been working with Caleb at New Blue very closely over the past 9 months to identify and squash this bug. The ARE quite aware of it, and have updated the program for me at least three times with mixed success, but it still appears now and again. I fondly refer to it as the “Template Reversion Anomaly”.

I just received my latest updated file from New Blu several weeks ago, but have not had a chance to test it out. My advice is that you, too, get on the bandwagon, and if you have not yet done so go to the New Blue Zen Desk Web site (aka Tech Support), create an account and open a ticket. You may want to reference the fact that you are aware that I am having the same problem and you would like to receive all updates (files and email updates) as well. Power in numbers, for the more of us in this situation the more incentive they have to rectify it.

Please note that they are actively working on it, but now are relying on user feedback to see if their fixes work. As Grazie stated, deleting OFXBridgeB64.dll allows you to open the program if it is freezing when you run it. This is their common fix for that problem–there apparently is a clashing of other OFX modules on your computer, and this DLL file is causing the crash. You can permanently delete OFXBridgeB64.dll–it is not necessary (so for some odd reason, then, why is it there??!!).

Let me know if you have any other questions or problems…

Rich Kutnick
VIDEO IMPRESSIONS

[Steve Kauzlarich]

Thanks for the suggestions guys.

I have been working with Caleb (and once with Edward) for several months off and on. Caleb had me download a special version of the program about 3 months ago that tracks NBs antics via logs. I sent in log files a couple of times to them with no reply except an automated response that says ‘we haven’t heard from you, are you still having problems’. I’ve also sent them screen shots as requested. I rebuilt the NetFramework and disabled the OFXBridgeB64.dll.

Generally, they want me to reproduce the steps that led up to the “Enter Text” disconnect problem, which of course is not possible, because it happens randomly. In fact – it happened on four titles this morning.

I have detailed other issues in the program such a the default “shared” button which the user should be able to set in the preferences box as to whether they want it on or off.

Also, many times when I use control Z in Vegas, the NB interface pops open, and if you just close it without being careful, the “shared” box is active… and I don’t know what changes that I may have made to other titles.

I’ve also noticed that the “enable cache for this title” and “only cache Region of interest (ROI)” appear as checked randomly even it I have unchecked them.

So, at least on my system (Boxx, SSD “C” drive, 8 core, 32 gigs of ram) inconsistent things are happening. I’ve dealt with other titling programs in the past which were also buggy, and after purchasing the latest and greatest suite from NB, I was hoping that I wouldn’t be put in the position of bug tester again. I need to get work done.

The bottom line with the “Enter Text” issue is that NB is losing its reference (or connection) with Vegas. I’m not a programmer, but it would seem that they could have made more progress with this issue since I purchased it 9 months ago. I have read about the Enter Text problem for a year or so.

Thanks again,
Steve

Steve Kauzlarich

[Rich Kutnick]

You are, as they say, “preaching to the choir”. I have experienced exactly the same anomalies as you have described herein, and agree 100% with your position, as it also is mine! My only choice is to keep plugging away with them or otherwise just stop using my highly invested interest in NBTP (for which I have saved hundreds of titles over they years and now somewhat understand how to use it). Unfortunately, according to New Blue we are those few unfortunates on whose computers NBTP 5 is NOT playing nicely with. They have been pleasant with me and really appear to want to help–just very slowly…

Best of luck to you, Steve, with your outcome. I will repost only when this issue has been resolved or there otherwise is a question or problem I might be able to resolve.

Rich Kutnick
VIDEO IMPRESSIONS

[Bernie Lademann]

This issue seems to have been around for a long time. I have NBTP 4 and Vegas Pro 13 and have exactly the same issue. In October last year, technical support from NB logged into my computer and verified that there was a genuine issue and captured information for their developers to work on. It is now Feb 2018 and NB have released a new version of TP and there is still no word on whether this issue has been resolved, or can still be expected after installing the new version. Has anybody upgraded to Titler Pro 6 and can confirm that the issue no longer occurs in that version?

I’m finding it hard to run a business based on using software tools which are this flakey.

Cheers,

Bernie.

[Rich Kutnick]

I have been communicating with Caleb in Tech Support at New Blue for OVER a year now to correct this anomaly, even giving him and his team access to my PC once or twice during this period. Despite my DETAILED observations, experiments, attempts, ad nauseum, there STILL is no resolution.

In fact, I am at the point right now where he and his team have been ignoring me since his last ZenDesk (their Tech Support Web site) comment to me on August 18, 2017. Since then I have sent nine more (all unanswered) comments to this web site. I now am more frustrated than ever with them–why are they refusing to communicate with me?

I have not pursued this since my last comment to them on November 06, 2017, as I have had major eye surgery and it is an effort now to even see my computer monitor, much less do any video work (until the surgically placed gas bubble in my eye dissipates).

My educated guess is that they neither have placed any meaningful resources towards resolving this (known) anomaly, nor do they want to continue pursuing its resolution. I believe that by ignoring me they think that I just either will go away and/or upgrade my Vegas Pro and/or NBTP software.

Ironically, when I first brought up this issue to New Blue, they appeared to bend over backwards for me to try to resolve the problem. As time went on, however, and they apparently could not figure it out, they became “fair weather” friends. I am deeply disappointed and hurt that this current attitude prevails, but I do not know what else I can do to turn them around. They have gone from Class A customer service to Class F, at least with respect to me and my concerns.

Since this particular problem is very low priority with my guess that there are only a handful of us experiencing this anomaly, I doubt that they will do anything more or even ever contact me back again. The least that they could do would be to offer us (with this problem that has festered so long) a free copy of their latest NBTP software and see if the problem is resolved with that version. My guess is that because of the underlying cause of the problem that this may not even correct it.

Since I have no control over the situation, though, the only thing that I can do is make my plea heard publicly (such as on this forum) as well as boycott them and recommend that everyone do the same until they once again offer excellent customer service.

So in addition to this problem, has anyone else experienced good or bad customer support from New Blue? I would be interested to hear if mine is an isolated incident or of others have shared in my experiences. I only hope that New Blue will open their eyes to how they have treated me, explain their unresponsiveness to my latest inquiries and once and for all rectify this issue.

Rich Kutnick
VIDEO IMPRESSIONS

[James Ollick]

I have not had this issue with any version on VP or TP. I am currently using the latest versions of VP (15) and TP. (6) Just a thought, I always save my TP work in the same file folder as my project media and the VP .veg file. Have you tried using the trial version of TP 6? (not sure it lets you save your work) As I said, just a thought if you are not saving the TP project in the same folder as your media and veg file, give it a try.

James Ollick

[Steve Kauzlarich]

I’ve had “Enter Text” problem since using NB. Many emails to NB, and then many more. They even had me place a log checking application on my computer that I’ve sent that to them when a problem occurred. I’ve suggested a number of application changes to NB, including offering user preferences.

I’m in business and this issue is a real problem. Working on a large video with a client and opening the project the next day to continue editing and seeing “enter text” where your titles once were is unacceptable and a time killer. I must check the entire timeline after closing, even if no changes were made, to check all the graphics before rendering.

I purchased NB6 as soon as it was introduced. I haven’t seen the “enter text” problem since, but I don’t trust NB at all. I’m using lots of shapes such as boxes, arrows and circles, and it’s a snap with NB. Great program, but…

I’ve developed a workflow that insures that when my titles are lost I can easily get them back. I don’t like the template/shared nonsense that NB offers. I don’t need it and I don’t want it turned on. But there is no option to shut it off. So here’s my workflow – which is a necessary hassle.

– Drag a NB cell onto the timeline

– Create a title and save it as a template. The best I can figure this is the only way to save an individual NB title. Copy the name of the title.

– Go to Vegas, select the properties for the textbox and paste the name of the NB title into the properties name for the cell. That way if the “enter text” box ever comes back, I can open the NB file that I saved and regenerate the title, plus I know what was in the blank cell in vegas. I save all NB titles in a folder on my D drive.

– I also unshare each title in the templates box because I don’t want one graphic affecting a chain of previous graphics that I might be unaware of. It seem that many times if I open a title it turns on the “shared” button, and I don’t always see it. I don’t really know the implications. There is no good tutorials or documentation on NBs logic or operation that I can find. Only bits and pieces of information can be located and the rest you must figure out.

Other bugs have been worked out of NB6, but I don’t trust it for a second. I use it because I don’t know of another titling program that can do simple shapes for Vegas. NB does do other cool things as well. You can use Photoshop, but that’s even more of a hassle than NB. If anyone has anymore insight into NB – or knows of another graphics program, please let me know. It’d be worth the time to look into it.

Steve Kauzlarich

[Rich Kutnick]

The “Enter Text” problem is a known and acknowledged anomaly, and has been so AT LEAST since December 2016 when I started my communications with New Blue. By now you are aware that I am a non-entity in their eyes.

I just got done editing a Costa Rican travel video, the one that was giving me extensive titles losses and numerous “Enter Text” titles in their places. The ONLY solution that I have found (and using it I now have ALL of my titles in good order) is:

1) A “special” rendition of NBTP 5 (NewBlueTitlerPro5-161226-409.exe), written in late December 2016.

2) All raw video clips stored on my “O” drive (internal SSD)

3) All VEG files stored on “D” drive (Internal SATA HD)

4) All titles saved to the library (on my “D” drive) as projects

All is well with this workflow, but it STILL ticks me off that every other NBTP 5 update file DOES NOT WORK (e.g., titles are lost and end up as “Enter Text” entries) and NB no longer communicates ANYTHING to me using ANY mode of communication! I therefore neither can recommend their products or services nor will I ever purchase any additional products from them based upon the way they have treated me (TERRIBLY)! I have done a lot of experimentation for them on my part and have kept them up-to-date with my findings (as if I was Tech Support), and frankly they seem so stumped and mystified by my problem that they apparently have given up without warning or desire to help me rectify this anomaly.

So this is where I am today…

Rich Kutnick
VIDEO IMPRESSIONS

[Edward Troxel]

Steve, if you are having issues, please do contact NewBlue support.

Based on your workflow comments, typically you do not need to “save” a title. You simply drag Titler Pro to the timeline, create the title as desired, and the close Titler Pro. The title is saved as part of the Vegas project.

Of course, you *can* save a title. Just go to File – Save and you will get a .nbtitle file with all that title information. To open that title, just go to File – Open and select that .nbtitle file. If you are going to be using a specific layout many times, then saving as a template would definitely be the way to go.

Edward Troxel

[Rich Kutnick]

Edward, do you have any clue why New Blue has been ignoring me since November 06, 2017? Up until that time I (thought that) I had a great working relationship with Caleb, only to be dropped like a lead balloon! On the Zendesk web site currently, I see that my inquiry still has an open status, a high priority and still is assigned to Caleb. So why for 5 months have I not heard one thing back from him??!!

I know that you have worked with the folks at New Blue, and I have had numerous communications with you over the years not only about them but also about your great Excalibur app, which i still utilize frequently and is a godsend when editing in Vegas!

Would you have the ability, or the desire, then, to please look into my dilemma and possibly find out if mine is a cold case or otherwise still being investigated seriously? Since I made five written inquiries on the zendesk web site during November 2017 that were not answered, IMHO anything else that I inquire of them will go unanswered as well.

Thank you in advance, Edward, for any intervention on your part that may help to resolve this issue. I appreciate any efforts that you can make on my behalf, which also may benefit numerous others.

Rich Kutnick
VIDEO IMPRESSIONS