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  • Tech Support???????

    Does tech support respond to e-mail? I e-mailed a problem with "Titlemotion Pro" almost two weeks ago and have yet to hear anything from them. Does support stop once the product is sold? (being sarcastic)

  • #2
    I think it has been pretty well documented here that emailing tech support is not the way to go. Use the phone.

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    • #3
      Welcome to the club. Before I found this forum, I had to rely on my distributor for technical support ... emaling Canopus is an exercise of frustrations. Just forget it, I say.
      TingSern
      --------------------------------------
      Edius 9.4 Pro, Lenovo P72 workstation laptop, 64GB RAM, Xeon CPU, Windows 10 Pro (64 bits), 2 x 2TB Samsung M2.NVME and 1 x 4TB Samsung SSD internal. Panasonic UX180 camera, Blackmagic 4K Pocket Cinema, Blackmagic Pocket Cinema

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      • #4
        hmmm, email should be the quickest way
        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

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        • #5
          In theory, that is. Have you tried emailing Canopus Tech support? I tried - and gave up. First - I registered my h/w and s/w in Canopus USA website. When I tried to email tech support, I get a message saying "I should be contacting Canopus China". When I tried to contact Canopus China, it tells me I don't have any h/w or s/w registered there. When I tried to re-register my h/w and s/w under Canopus China, the form is all in Chinese, not English. Unfortunately, my Chinese is not good - and I can't understand a lot of words there. How?
          TingSern
          --------------------------------------
          Edius 9.4 Pro, Lenovo P72 workstation laptop, 64GB RAM, Xeon CPU, Windows 10 Pro (64 bits), 2 x 2TB Samsung M2.NVME and 1 x 4TB Samsung SSD internal. Panasonic UX180 camera, Blackmagic 4K Pocket Cinema, Blackmagic Pocket Cinema

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          • #6
            well, in that case, someone at GV needs to fix this issue
            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

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            • #7
              Originally posted by bobbyd View Post
              Does tech support respond to e-mail? I e-mailed a problem with "Titlemotion Pro" almost two weeks ago and have yet to hear anything from them. Does support stop once the product is sold? (being sarcastic)

              Almost 2 weeks ago was Xmas day.... maybe they have been on holiday? :)
              www.myvideoproblems.com
              Microsoft MVP in Digital Media

              Edius 4.61, NX Express, xp sp2

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              • #8
                Call in, they will give you a ticket number and you will receive a call back within a couple of days.

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                • #9
                  Originally posted by bobbyd View Post
                  Does tech support respond to e-mail? I e-mailed a problem with "Titlemotion Pro" almost two weeks ago and have yet to hear anything from them. Does support stop once the product is sold? (being sarcastic)

                  Have you asked the question here on the forum?
                  Jerry
                  Six Gill DV
                  www.sgdvtutorials.com
                  If you own the Tutorials and you need help, PM me.

                  Vistitle YouTube Channel
                  https://www.youtube.com/channel/UCMVlxC8Am4qFbkXJRoPAnMQ/videos

                  Windows 10 Pro up to v.1803 Tweaks for Edius Users
                  http://sgdvtutorials.com/WIN%2010%20...%20V.2.0.0.pdf


                  Main System:: Azrock Z97 Extreme 6, [email protected], 32gb ram, Corsair H110, Win10 Pro 64, Samsung 850 pro, E7.5/8.5/E9 on separate SSD drives, HD Spark, Intensity Shuttle, 12tb RAID 0 on backplane ,2 BD, Benq 27 and Hanns-G 28 monitors, CC 2019, GTX 1080ti SC Black.
                  Second System: EditHD Ultimax-i7, X58, [email protected], Corsair H80, Win764, 24gb ram, Storm 3g, Samsung 840 Pro 256, 4tb and 6tb RAID 0 on backplane, GTX 980ti Classified, Edius 9, Apple 30", Samsung 24", dual BD.

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                  • #10
                    Originally posted by Jerry View Post
                    Have you asked the question here on the forum?
                    Yes I have. Many people have been very helpful but could not solve the problem

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