[Peter Mcauley]

Hi Claudio,

Our support staff would like to assist you with this. Please send them an email at support@borisfx.com. I’ve briefed them on your situation and they are expecting to hear from you.

Cheers,

Peter.

[Peter Mcauley]

Hi Brian,

Is this happening all the time? What happens if you disable OpenGL previews? You can do this by selecting from the RED pulldown menu: Preview>Open GL Mode>Off.

I hope this helps,

Peter.

[Peter Mcauley]

Hi Claudio,

It is unclear to me what the source of the problem with your system could be – we have tested this configuration in our labs and, as far as I am aware, we did not encounter the issue that you describe. The set-up that you are working with is certainly a supported configuration and should operate without error. What exactly were you attempting to do with RED … are you using RED for titling or compositing or other special effects? Is there a particular filter in RED that causes the error message to appear?

I would like to suggest that you contact someone in our support department who will assist you in understanding the root of the problem and hopefully will be able to offer a satisfactory solution. You can contact them via email at support@borisfx.com.

Cheers,

Peter.

[Peter Mcauley]

What are the exact steps that you used to create the title and place it on the timeline? Here are the steps that you should have taken:

• click on the generators button and select Boris>Title 3D
• go to the controls tab in the viewer window and click on the Title 3D banner
• create the title in the text generator window that appears after you clicked the Title 3D banner
• click on the apply button at the bottom right of the text generator window once you are satisfied with the title
• click on the video tab in the viewer window
• set the length of the title effect by typing a value into the numeric entry field at the top left of the video tab in the viewer window
• drag the title from the video tab in the viewer window onto the timeline

You should now have a title track in the timeline. To edit the title, double click it and then click on the Title 3D banner again in the controls tab in the viewer window

I hope this helps.

Peter.

[Peter Mcauley]

Hi Paul,

The “update” that you are attempting to install is in fact a full product installer, which is why he installer is asking for the unlock code. You should have received this from us automatically via email when you logged in to download the software.

If you can’t find the installer unlock then we can provide you with this. Please send me an email at peterm@borisfx.com and I’ll send that to you.

Cheers,

Peter.

[Peter Mcauley]

Hi,

Not quite sure what is going on with your system but I would suggest disabling OpenGL in RED to see if that helps (Preview>OpenGL Mode>Off).

Cheers,

Peter.

[Peter Mcauley]

Hi John,

The internal architecture for each host is unique; Apple has FxPlug, Avid has AVX, Adobe has AE, Autodesk has Sparks. Because of this each host has uses a separate installer as it installs unique, non-shared sets of code. That being the case, with the set up that you describe you would have to install 3 separate products … BCC AE, BCC AVX, BCC FxPlug. I believe this is true of all 3rd party plug-ins.

Cheers,

Peter.

[Peter Mcauley]

Hi,

If you simply delete the application from the Applications menu you should be fine. If you really want to do a complete clean of the product from the system before you reinstall from the DVD then please feel free to contact our support department and a technician will walk you through the process. You can contact them by sending an email to support@borisfx.com.

Cheers,

Peter.

[Peter Mcauley]

Hi Dave,

Thanks for reporting this – it is new and not something that we were aware of before your posting.

So … I wonder if reproducing this issue is dependent on saving the PSD file from a particular version of Photoshop. I just tried it with PS CS1 and it worked just as expected. I’ll increment the version with which I save out the PSD file to see if I can reproduce the problem. Meanwhile, perhaps you could send me a simple (and small) version of the file that is causing the crash on your system along with your system specs. You can send that to me at peterm@borisfx.com.

Cheers,

Peter.

[Peter Mcauley]

Hi,

I suspect that the issue you are seeing has to do with the video card that is installed on your system. There is a listing of compatible cards on our web site and this published list does not include the NVidia GeForce 7400, which is the card that you are using.

So what does all this mean? Well it means that currently you are prevented from using the 4 filters in the 3D Objects category on your laptop. Will it be this way forever? No, our engineers are currently working to expand the number of cards that fall into the supported hardware category and will provide updates on a regular basis. When will an update be available that covers my system? I’ll speak with engineering today and ask them if they can expand the supported hardware listing to include the 7400 and include this in the next update.

Meanwhile, all of the other filters, including the older OpenGL filters that are included in BCC6, will operate as expected on your system.

Cheers,

Peter.