Support Posts

This is a list of all error messages supported by the Error Lookup function in Crash Analyzer.

To view the solutions for these error messages, please download Crash Analyzer. Unsupported error messages can be added using the submission link within the application.

The FCP Versioner application is delivered on a disk image. While the application can be opened directly from the image, for reliable operation of the software we recommend installing it to your Applications folder.

To do this, open a new Finder window by going to File > New Finder Window, navigate to the Applications folder and then drag the FCP Versioner application into the folder. You may be asked to enter your administrator password.

Once this is complete, eject the disk image and launch FCP Versioner from your Applications directory.

If a client machine is highlighted in red, it means it is not connected. Here are some things to
try to resolve the issue:

1. If you have set the client to listen on a specific network interface (by default it is set to Any), make sure that the interface is connected to a network that the admin computer is capable of accessing.

2. In the Security pane of System Preferences, make sure the Firewall is not set to Allow only essential services.

3. If the Firewall is set to Set access for specific services and applications, make sure Pro Admin.app and ProClient are added to the list (ProClient is located at /Library/PreferencePanes/Pro Client.prefPane/MacOS/ProClient).

4. In the Pro Client pane in System Preferences, toggle the switch to the Off position, wait a few seconds and then toggle it back to On.

5. Try disabling your network connection and then re-enabling it. If you are connected to a wireless network, this will involve going to the Airport icon in the top-right corner of the screen, selecting Turn Airport Off, waiting a few seconds and then switching it back on.

If you are connected to a cabled network, it will require unplugging the cable, waiting a few seconds and plugging it back in.

6. If you are on a corporate network, you may have a hardware firewall. In this case, go to the Pro Client pane in System Preferences, specify a custom port and make sure this port is open on your firewall. Also try opening 35011, which is the fallback port if something goes wrong.

7. Download and reinstall Pro Client on the affected systems.

8. You may also experience success by closing Pro Admin and reopening it.

Try the following steps if Editmote is unable to connect to your computer.

1. Make sure that the Editmote Preference Pane is installed on your Mac and that the switch is in the On position.

2. Ensure your Mac and iOS device are connected to the same wi-fi network.

3. Make sure you have the latest versions of Editmote and the preference pane.

4. In the Editmote preference pane, try turning the switch off, waiting a few seconds and then turning it back on again.

5. Try force-quitting the Editmote iOS app by going back to the home screen, double-tapping the Home button, tapping and holding over the Editmote icon in the panel that pops up, then tapping the X or - symbol next to it.

6. If you have set the preference pane to listen on a specific network interface (by default it is set to Any), make sure that the interface is connected to a network that your iOS device is capable of accessing.

7. In the Security pane of System Preferences, make sure the Firewall is not set to Allow only essential services.

8. If the Firewall is set to Set access for specific services and applications, make sure the Editmote preference pane is added to the list (it is is located at /Library/PreferencePanes/Editmote.prefPane/MacOS/EditmoteListener by default).

9. Try disabling your network connection and then re-enabling it. If you are connected to a wireless network, this will involve going to the Airport icon in the top-right corner of the screen, selecting Turn Airport Off, waiting a few seconds and then switching it back on.

If you are connected to a cabled network, it will require unplugging the cable, waiting a few seconds and plugging it back in.

10. If you are on a corporate network, you may have a hardware firewall. In this case, go to the Editmote preference pane in System Preferences, specify a custom port and make sure this port is open on your firewall. Also try opening 36015, which is the fallback port if something goes wrong.

11. Try choosing a specific network interface and port to listen on and then connect manually to this IP address and port from within Editmote.

When you use Plugin Manager to disable a plugin, the plugin file is moved to the directory /Library/Application Support/Digital Rebellion/Pro Maintenance Tools/Plugin Manager Disabled Plugins.

If your trial expires and you do not register the software, you will need to manually move files that you would like to enable back to their proper location. The files are stored in the disabled plugins folder under their original hierarchy so it's easy to see where the file came from.

The first time you run MC Repair, it may find a large number of files with incorrect permissions. This could take 5-10 minutes to fix depending on how may files need to be repaired.

While it does this, it may appear to some users that the application is no longer functioning. This is unlikely to be the case and we recommend waiting for the application to finish processing.

In future versions we will make it clearer that processing is still taking place and the application is functioning correctly.

The first time you run CS Repair, it may find a large number of files with incorrect permissions. This could take 5-10 minutes to fix depending on how may files need to be repaired.

While it does this, it may appear to some users that the application is no longer functioning. This is unlikely to be the case and we recommend waiting for the application to finish processing.

In future versions we will make it clearer that processing is still taking place and the application is functioning correctly.

Issue: When importing files with forward slashes (/) in the title, Batch Renamer displays them as a colons (:). For example, My_Image_5/5/11.jpg is displayed as My_Image_5:5:11.jpg.

In OS X forward slashes separate folders and cannot be used within a filename, so the Finder substitutes forward slashes for colons behind the scenes. Batch Renamer displays the filename exactly as it exists on disk with colons instead of slashes.

Workaround: Find & Replace the colons instead of the slashes.

This occurs when you have both FCS Maintenance Pack and Pro Maintenance Tools installed on the same system.

To remove the duplicates, download the FCS Maintenance Pack uninstaller from the Pro Maintenance Tools support page and run the uninstaller to remove FCS Maintenance Pack. Make sure the option to remove shared files is deselected.

Alternatively, you can keep FCS Maintenance Pack on your system and simply hide FCS Maintenance Pack within the launcher. To do this, go to View > Hide Groups > FCS Maintenance Pack.

• Fixed several issues that could cause communication with remote clients to stall
• Fixed an issue where Pro Admin would erroneously claim that a client did not have Pro Maintenance Tools installed
• General bug fixes, tweaks and improvements

If you experience a crash in one of our iOS applications, we recommend that you file a bug report and send us the log directly. While iTunes does automatically submit crash logs to us, it waits for a certain threshold to be met before doing so. This limits our ability to fix automatically-submitted crashes quickly and some more obscure bugs will never meet the threshold and so we'll never know about them.

Crash logs are copied to your computer when you sync with iTunes. They are located at ~/Library/Logs/CrashReporter/MobileDevice/[name of device] and/or ~/Library/ Logs/CrashReporter/MobileDevice/[name of device].symbolicated. You can submit these to us via the Report a Bug link on the relevant application's support page or by using the Leave Feedback link within the app itself.

• 64-bit support
• Auto Transfer - Each volume can be tagged with metadata that can make up the destination path or be added to a spreadsheet
• Auto Transfer - Ability to set a destination individually for each volume
• Auto Transfer - Folders can be copied
• Auto Transfer - Option to only copy QT movies if they exist on a volume
• Auto Transfer - Checksums can now be disabled without disabling file size verification
• Auto Transfer - Improved user interface responsiveness while copying and verifying
• Auto Transfer - Fixed an issue where the verification failure window could appear blank
• Auto Transfer - Fixed an issue where "total remaining space" can calculate the same drive twice
• Batch Renamer - Support for regular expressions
• Batch Renamer - Insert Characters at Position task added
• Batch Renamer - Replace Characters in Range task added
• Batch Renamer - Suffixes can now be added after a frame number
• Batch Renamer - Added an option to search the file extension when performing Find and Replace
• Batch Renamer - Now flags up conflicting filenames
• Batch Renamer - Folders can be renamed
• Batch Renamer - Significant boost in processing speed
• Batch Renamer - Fixed an issue where it would say the wrong number of files had been renamed
• Batch Renamer - Fixed several issues when changing the case of a filename
• Edit Detector - Significant speed boost
• Edit Detector - Improved accuracy
• Edit Detector - Frame data is now cached so that you don't need to rescan when loading a previously-opened file
• Edit Detector - Now shows edit points in timecode values instead of frames
• Edit Detector - Fixed an issue where the timecode could be invalid when an edit point was inserted on the last frame of the movie
• Project Overview - Support for exporting marker and locator lists
• Project Overview - Improved loading times
• Project Overview - Significant performance improvements when editing markers
• Project Overview - Fixed an issue where marker colors may not display correctly
• Project Overview - Allowed importing of marker lists with Windows-compatible encoding
• Project Overview - Fixed an issue where it would only update one marker if several have the same name and time position
• Project Overview - Fixed an issue where markers could be inserted before the in point of a clip on the timeline
• QT Edit - Batch processing support
• QT Edit - Support for importing markers from an FCPX XML project
• QT Edit - Video and track summary tabs show basic details about the movie file and its tracks
• QT Edit - Added Quick Task presets for setting pixel aspect ratios for NTSC and PAL
• QT Edit - Added thumbnails to chapter view
• QT Edit - Improved the reliability of saving files to volumes with incorrect permissions
• QT Edit - Various improvements to the Conform function
• QT Edit - Fixed an issue where QT Edit would sometimes not be able to overwrite a previously opened movie
• QT Edit - Fixed an issue where per-track metadata could not be displayed
• Quick Bins - Color-coded bin icons
• Render Watcher - Support for Adobe Media Encoder
• Render Watcher - Support for Compressor 4
• Render Watcher - UI overhaul
• Render Watcher - Fixed an issue where Avid, Premiere or FCP renders may not correctly notify
• Render Watcher - Improved the reliability of notifying Compressor encodes
• Timeline Tricks - FCPX support for stripping effects and markers
• Timeline Tricks - Uncomposited clips stacked on top of each other can now be collapsed
• Timeline Tricks - Transparent third-party filters can be added to a blacklist in preferences to prevent Timeline Tricks collapsing these clips
• Timeline Tricks - Improved reliability when collapsing tracks
• Video Check - Significant speed boost
• Video Check - Support for 10-bit video files on Lion
• Video Check - Greater accuracy
• Video Check - Support for multi-channel audio
• Video Check - Results can be filtered
• Video Check - Results can be color coded
• Video Check - Fixed an issue where the interface could lock up when processing very large video clips
• Video Check - Fixed a bug that could cause it to erroneously flag up pixel values that were within legal range
• Improved general stability and reliability
• Option for all apps to show open dialog at startup
• Fixed an issue where Pro Media Tools may ask you to re-enter your registration information unnecessarily
• General bug fixes, tweaks and optimizations

• General bug fixes, tweaks and improvements

• When adding a large project, users are now prompted to backup a specific sequence rather than the entire project for improved performance
• Folders can now be dragged into the main window to add all contained projects to the list
• Complete printing overhaul
• Performance and memory usage optimizations
• Fixed an issue where icons in the backup type popup menu would appear blurred
• Several crashes fixed
• General bug fixes, tweaks and improvements

If your Digital Rebellion software does not accept the registration information you received by email, please ensure the following:

• Make sure you have entered the registration information exactly as written in the email. We recommend copying and pasting it to ensure accuracy.
• Check that the product name matches in both the email and title bar of the registration dialog.
• If your product key is too long or short for the dialog, then it is likely you are entering the wrong key for this product. A common cause of this problem is using an FCS Maintenance Pack license key on Pro Maintenance Tools. Pro Maintenance Tools is a paid upgrade from FCS Maintenance Pack so it requires you to either purchase an upgrade key or download FCS Maintenance Pack from the right-hand side of the Pro Maintenance Tools page under Older Versions.
• Enter your name exactly as written in the email. For example, if the name is "Joseph" on the email, you cannot enter a shorthand version such as "Joe".
• The company field is optional and can be set when making a payment. If the field is filled in on the email then you must enter it, otherwise you must leave it blank.
• The product key (referred to as "serial" on some of our older applications) consists of numbers and capital letters only.

The registration dialog will close automatically if the information was accepted.

• Avid Media Composer 6 support
• Compressor Repair - Improved Compressor 4 support
• Compressor Repair - Faster processing speeds
• Crash Analyzer - Improved reliability when pasting logs
• Housekeeper - Support for Compressor 4
• Housekeeper - Support for trashing Final Cut Pro X thumbnail, peak and analysis caches
• Housekeeper - Improved support for Premiere media caches
• Housekeeper - Support for trashing the Avid Media Composer 6 web cache
• Housekeeper - Fixed an issue where Final Cut Pro X may fail to close properly
• Path Manager - Compressor 4 support
• Plugin Manager - Improvements in loading speed
• Project Repair - Support for repairing Adobe Premiere projects
• Project Repair - Fixed an issue where it would not repair FCP projects without file extensions
• System Toolkit - QuickTime components now list their manufacturer
• Option for all apps to show Open dialog at startup
• Compatibility with Growl 1.3
• Improved general stability and reliability
• Fixed an issue where Pro Maintenance Tools may ask you to re-enter your registration information unnecessarily
• Fixed an issue where Pro Admin could erroneously say that Pro Maintenance Tools was not installed correctly
• Updated Crash Analyzer definitions
• General bug fixes, tweaks and improvements