Losing titles in New Blue Titler Pro 5

[Bernie Lademann]

I find it interesting that Edward (who seems to be working for NewblueFX), responded with “please contact NewblueFX support”, when the very nature of this thread is that NewblueFX support are not doing anything to help the issue.

I have a lot of respect for small companies with limited staff on the payroll. It is hard to deal with lots of customers and provide feedback. However, forums such as this, is a good way to get information out back to the public.

From what I can see is this problem has been around from at least Titler Pro 4 days and may still be Titler Pro 6. I also see that there are at least 6 different people who have reported this exact same issue and have had technical support contact them, accessing there machines, etc. and then doing nothing.

If I owned NewblueFX, I would put an end to this issue by supplying a free full licence of the latest version of Titler Pro Elite to each of the 6 people on this forum. This will have the following consequences.

1. It will tell us that NewblueFX care about their customers and are listening.
2. The 6 people here have demonstrated a willingness to try out the new software on commercial projects, to see if the problem has been fixed.
3. The 6 people will all be happy to report back to NewblueFX and/or this forum, the results of their finding.
4. It will have cost NewblueFX, the price of a few coffees (in real dollars).
5. You will end up with 6 advocates for your potentially stellar product.

NewblueFX have all of our email addresses on record as we have all had our machines accessed by their technical support staff over the last 2 years, so there should be no administrative issues involved here.

How about it?

Cheers,
Bernie.

[Edward Troxel]

Rich, I’m sorry that there was a ton of support requests at the end of last year and, unfortunately, a few accidentally slipped through the cracks. Please do try again as this is being resolved.

Edward Troxel

[Edward Troxel]

Bernie, please also note that some of the issues you state are intermittent issues that only seem to happen on some machines. I haven’t see the issues you report on my machine so we are still reaching out to people to let our developers test things on their machine so these strange issues can be resolved. So please do get back in contact with support so the still active issues can be verified.

Edward Troxel

[Rich Kutnick]

I have a “running tab” on the Zendesk web site already, with a multitude of posts that date back now over 15 months!

So what do you exactly propose that I do, Edward? Beg Caleb to reach out to me? How in the world does a thread a million miles long get lost?

I think that I need divine intervention with them!

Shall I drop a line on the Zendesk that says Edward wants you to contact me (LOL)??!! Even then, how do I know that they will answer this time? Mine was a priority case that should have been having continued dialog between them and me, and they cut me off! How much crawling and begging do I have to do to make them respond?

With all due respect to you, Edward, I really am pissed (pardon the French) at them. Would you therefore kindly ask your NB colleagues to contact ME so that I can be assured that they are on it again?

I thank you in advance.

Rich Kutnick
VIDEO IMPRESSIONS

[Bernie Lademann]

Hi Edward,

I am not sure what you are saying. Caleb and your support staff had full access to my machine for two days. During the time that they were connected, they firstly determined that the 3 faults I was witnessing were real and that they had enough logs and machine info etc. that they could take back to the developers for action. The last comment was “we will get back to you”, not “we will close the issue and tell us when you see it again”.

Telling me that the software works fine on your machine, is comforting but totally unrealistic.

The term intermittent used in software engineering is too often used as an excuse for inaction.

When I contacted NB support, your staff connected directly into my system. We repeated the same actions and found that the outcome was correct one out of the three times attempted. We then changed the system configuration by placing the source video clips on a “local” drive and found that it worked 5 out of 5 times .

Having worked for years in software development, I know that this is valuable information in isolating the fault. The first clue is that if changing the location from a network drive to the local drive involves different function calls in the code, it also generally takes longer for responses from the network, than a high speed local SSD. My guess. There are timing issues. As a developer/tester, I would ensure that the system test included scenarios where all of the project files and/or data files were located on NAS devices and if that didn’t show up issues, I would slow down the network and repeat. I am pretty confident that you will see our issues then.

The second issue I demonstrated was the fact that closing the TP window and switching back Sony Vegas window quite often results in a locked up application, resulting in having to go to the task manager to kill TP and VP. This again hint very much at a timing issue where the two applications do not do the appropriate handshakes and they wait indefinitely for a response from the other application.

I hope this issue is taken more seriously now, as I feel a bit like Rich at the moment.

Remember that a production environment is not an isolated machine.

It is not uncommon to have multiple drives for storage of data and project files. This is done for either speed, or for better customer project management, or for secure storage (NAS).

Anyway, when I last contacted support, I offered NB that if they needed a system to verify that their proposed fix, I would happily try it out provided that I could rapidly revert back to a working system if it didn’t work.

Cheers,
Bernie.

[Rich Kutnick]

Caleb (New Blue Tech Support) FINALLY got back to me today!!

In all fairness to him and his company, he DID present me with a (hopeful) solution, albeit a a day late and a dollar short!!

Anyway, he gave me a link to NBTP 6 (Beta?), which I downloaded and installed–WORKS GREAT–no loss of titles!! However, the NBTP 5 version he had me download at the end of December 2016 ALSO started working fine once I moved my master video files and .veg files both to internal hard drives. So what makes this version work better and more stable over the previous one? Got me!! The ONLY difference apparent to me is that the Dynamic Link Library file, OFXBridgeB64.dll, no longer crashes the Standalone NBTP program!!

Caleb also offered to give me a complimentary upgrade to NBTP 6, which I took him up on. Hopefully now all of this is behind me and I can get on editing with NBTP. Now waiting for a S/N to unlock it or a new file to download…

So how are everyone else’s issues with this anomaly being resolved at this point in time?

Rich Kutnick
VIDEO IMPRESSIONS

[Edward Troxel]

Really glad to hear it’s now working for you.

Edward Troxel

[Bernie Lademann]

It would be interesting to know whether the issue is really resolved, or whether it was resolved by moving all of the project files to local drives? Only the developers can answer that for sure.

I’m still waiting on a response from NB with regard to my open case on this matter.

Cheers,
Bernie.

[Steve Kauzlarich]

Hi Edward:

Thanks for the feedback. I’ve never saved titles from the built-in Vegas titlers, unless I wanted to use them over again later. But it’s different with New Blue.

Although it does share the title cell concept with the Vegas titlers, the difference is that once the title is lost and all you have is an empty “enter text” box when you open Vegas, you have to remember exactly what the title or graphic that was in the now empty box and regenerate it all over again. This happened randomly and often, even if I simply rebooted the computer before rendering a project. So the only safe thing to do was to save the file as a template.

I figure that the reason that this was occuring is that a link between NB and Vegas was being lost somewhere and I have no idea how to re establish it. Since this hasn’t happened to me in NB6 yet, I’m hopeful that it is finally fixed. But I’m still saving titles, at least for now.
Steve

Steve Kauzlarich

[Bernie Lademann]

Caleb has provided me with a update to Titler Pro 6. I can now confirm that the issue appears to be resolved for me too.

Cheers,
Bernie.