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  • #31
    801 222 5204 is our Support Number. Longest hold time for Canopus Support the past year has been less than 2 minutes. We have a call center that picks up all calls promptly (I test it myself frequently). Most customers receive a call back within 30 minutes. So... I'm not sure what number you called, but it wasn't Canopus Support. We haven't had a live support queue for over 2 years, so you should never have to wait on hold for a tech.

    We received your email a little after noon on Thursday. Sorry we haven't responded, but it doesn't sound like a "normal" issue. I'll respond to your email requesting your direct number and call you as soon as I can.

    Our US Support team is located on the West Coast and our hours (relative to our time zone) are between 9am and 5 pm.

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    • #32
      Hi Rob

      your files worked ok on my system

      can you update graphics driver and see if that helps

      http://www.nvidia.com/Download/index.aspx?lang=en-us

      drivers new version is 191.07 now.
      Last edited by antonsvideo; 10-13-2009, 05:46 AM.
      Anton Strauss
      Antons Video Productions - Sydney

      EDIUS X WG with BM Mini Monitor 4k and BM Mini Recorder, Gigabyte X299 UD4 Pro, Intel Core i9 9960X 16 Core, 32 Threads @ 4.3Ghz, Corsair Water Cooling, Gigabyte RTX-2070 Super 3X 8GB Video Card, Samsung 860 Pro 512GB SSD for System, 8TB Samsung Raid0 SSD for Video, 2 Pioneer BDR-209 Blu-ray/DVD burners, Hotswap Bay for 3.5" Sata and 2.5" SSD, Phanteks Enthoo Pro XL Tower, Corsair 32GB DDR4 Ram, Win10 Pro 21H2

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      • #33
        Originally posted by antonsvideo View Post
        Hi Rob

        your files worked ok on my system

        can you update graphics driver and see if that helps

        http://www.nvidia.com/Download/index.aspx?lang=en-us

        drivers new version is 191.07 now.
        Thanks Anton - I suspected they would since I have another system that they work fine on - the question remains why they work as v5.0 but not as 5.12 on this particular system - tough to track down i suppose. I will update the drivers again - did this already when I posted my first thread but always hopeful for a painless solution! will test in the am before support calls back.

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        • #34
          Originally posted by GrassValley_BM View Post
          801 222 5204 is our Support Number. Longest hold time for Canopus Support the past year has been less than 2 minutes. We have a call center that picks up all calls promptly (I test it myself frequently). Most customers receive a call back within 30 minutes. So... I'm not sure what number you called, but it wasn't Canopus Support. We haven't had a live support queue for over 2 years, so you should never have to wait on hold for a tech.

          We received your email a little after noon on Thursday. Sorry we haven't responded, but it doesn't sound like a "normal" issue. I'll respond to your email requesting your direct number and call you as soon as I can.

          Our US Support team is located on the West Coast and our hours (relative to our time zone) are between 9am and 5 pm.
          i can centainly check our phone system for a record of the # - will do that in fact. I never spoke with anyone - just got music that played indefinitely - no call pickup. thats why i tried twice. Think I got the original # from grass valley website (the other "wing" of the company?) called an 800 # first and 'They' said to call Canopus support and provided a #... Will track that down to be sure. Anyway, glad to have someone respond whether its e-mail, phone or whatever! Have been a die-hard supporter and have nothing but positive things to say about my edius system...

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