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Old 08-02-2013, 11:39 AM   #1
tom777
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Default Grass Valley Support?????????

Hi all

so far I have sent 5 crash reports to Edius support at G.V there response

( In response to your EDIUS 7 question, we're unfortunately unable to open a support ticket at this time. For user information please refer to our forums page ) I never sent them a question I sent them crash reports about
Edius 7 Pro do they bother to look at these crash reports or are we just wasting our time???????????????????

Tom G
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Old 08-02-2013, 12:06 PM   #2
Zorro
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Quote:
Originally Posted by tom777 View Post
Hi all

so far I have sent 5 crash reports to Edius support at G.V there response

( In response to your EDIUS 7 question, we're unfortunately unable to open a support ticket at this time. For user information please refer to our forums page ) I never sent them a question I sent them crash reports about
Edius 7 Pro do they bother to look at these crash reports or are we just wasting our time???????????????????

Tom G
If you think that analyzing a crash report ist a five minute job then I can assure you that you're completely wrong.
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Old 08-02-2013, 12:20 PM   #3
tom777
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Default not what I think

Quote:
Originally Posted by Zorro View Post
If you think that analyzing a crash report ist a five minute job then I can assure you that you're completely wrong.
Hi Z
I don't think it is a 5 min job as you put it,
but I do think the response could have been something like
( We have received your crash reports and we will look at them
Thank You.

I never mentioned anything about 5minutes so why would you assume that
I do know it takes time, my question was do they get looked at that is all
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Old 08-02-2013, 01:27 PM   #4
Andreas_Gumm
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If you have an issue, just start a message & describe what was going wrong.
Also tell them about your observation & attach the system report.
System reports are helpfull in a context of an issue only. Otherwise it's just a cololection of a lot data.

Andreas
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Old 08-02-2013, 02:03 PM   #5
Jerry
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Did you contact them prior to sending them?
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Old 08-02-2013, 06:14 PM   #6
tom777
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Default Hi Jerry

Quote:
Originally Posted by Jerry View Post
Did you contact them prior to sending them?
No I just went to grass valley support told them about the crashes I was having with E/7 Pro. and attached the files about( 7days ago approx.)
I was only asking if they would be looked at I did not say I wanted an answer in 5mins I do know it takes quiet a bit of time, and I don't want to be wasting my time sending crash reports if they are not looked at.
as you will be aware the system creates the reports automatic.
all I do is send them.
Thanks anyway I wish I had not bothered posting the first question?????????
Tom G
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Old 08-02-2013, 06:49 PM   #7
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I have to tell mine to create the system report. It pops up the panel, but I have to allow it to create the report. Basically, you are reporting an issue. They will not normally inform you of anything. This information is sent to the engineers to evaluate. The more people reporting issues with the system reports, the more information the engineers will have to find and correct the problems.
Just don't expect a return email or phone call to tell you what was wrong.
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If you own the Tutorials and you need help, PM me.

Vistitle YouTube Channel
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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, 4790K@4.7Ghz, 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.
Both systems on Gigabit network
Second System: EditHD Ultimax-i7, X58, 980x@3.74, 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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Old 08-03-2013, 08:07 AM   #8
tom777
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Default Thank You Jerry

Quote:
Originally Posted by Jerry View Post
I have to tell mine to create the system report. It pops up the panel, but I have to allow it to create the report. Basically, you are reporting an issue. They will not normally inform you of anything. This information is sent to the engineers to evaluate. The more people reporting issues with the system reports, the more information the engineers will have to find and correct the problems.
Just don't expect a return email or phone call to tell you what was wrong.
Thank You Jerry for the reply
Tom G
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Old 08-03-2013, 02:03 PM   #9
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If the problems occur with the trial version support will not be able to help.
Also remember that system reports are usually asked for.
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Please don't send me Private Messages for support. Contact Grass Valley support
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