Support Posts

Use the following steps to redeem an iOS promo code you may have received for a free copy of the app.

On your computer

1. Launch iTunes and go to the iTunes Store.

2. At the right of the homepage, click Redeem under the Quick Links section of the sidebar. Sign into your iTunes account if prompted.

3. Type in the code you received, then click Redeem. The app will begin downloading immediately.

On your iOS device

1. Launch the App Store app.

2. Tap the Featured tab at the bottom if it is not already selected.

3. Scroll down to the bottom of the page and tap the Redeem button. You won't see this button unless you are logged in, so tap the Sign In button at the bottom of the page to do so.

4. Tap the text to enter your code manually, then type the promo code and tap Redeem.

Some of our applications log analytics and usage data to help us improve our software. This sends anonymous data periodically to our server.

Please be aware that this system is opt-in, so we do not log any data without your express permission. If you do not wish to share such data, simply decline when prompted. If you wish to retract this permission later on you can do so from the application's Preferences dialog.

This setting applies to all of our desktop apps so you will only ever be asked once, and whatever your answer is will be respected by every app. On mobile you will be asked once per app.

The data logged varies based on the app in question but essentially falls into the following areas:

• Technical information such as the operating system version you are running
• Configuration information such as the current app version and which NLEs you are using it with
• Usage information such as the number of times an app has been launched
• Information about any errors encountered

Your system is assigned an ID code which helps us filter out duplicate data. This code is completely random, is not guaranteed to be unique (sometimes more than one user has the same code) and is not linked to your Digital Rebellion account, so it is impossible for us to link an ID back to a particular user or computer. As an additional privacy measure your system is assigned a new ID every 90 days.

For more information, please view out privacy policy.

If you are seeing unknown charges on your bank statement, please first check the name of the listed company. We bill as either "Digital Rebellion" (although this may be partially cut off on some statements) and "Kollaborate.tv". If you see anything else listed, that means it's not actually a charge by us.

What you are probably seeing on your bill is a charge called "CinePlay". CinePlay was a free online movie service of questionable legality and ethics that has since been shut down, however the company is still billing different services under the name "CinePlay". Because the site has been shut down it no longer appears on Google searches for that name. Instead, our site appears because we have unrelated software products called CinePlay for which we are well-positioned on Google. Note that these products are one-off purchases, not subscriptions, that are billed as "Digital Rebellion" and retail for a different price than the amount that was billed to your account.

The company that is billing your account is called iMovies Ltd and runs sites like ReelHD (you can read reviews here). Please contact that company for a refund. If you are unable to contact them or obtain a refund, please speak to your card provider about initiating a chargeback.

A small number of users may be experiencing an issue in Cut Notes where the UI is slow or sluggish and takes a while to respond to your button presses. If you experience the issue, first go to the Updates tab of the App Store and check you have the latest version of Cut Notes.

If that doesn't solve the issue, perform the following steps:

1. Plug the iPad into iTunes on your Mac or PC.

2. Select the name of the iPad in the left-hand pane.

3. Select Apps in the main pane.

4. Under File Sharing at the bottom, select Cut Notes.

5. Select the Projects folder, click Save To and choose a location.

6. Compress the folder into a ZIP file, upload it to a site such as Dropbox, YouSendIt or WeTransfer, then contact us with a link and as many details as possible about when the problem occurs.

When creating a plugin installer with Plugin Manager, you may receive a similar error message to the following:

Unable to create installer

Code signing failed: object file format unrecognized, invalid or unsuitable.

The code signing function of Plugin Manager requires Xcode to be installed on your system along with the optional command-line tools.

To install the command-line tools, launch Xcode, go to the Downloads tab of the Preferences dialog and then click the Install button next to Command Line Tools.

If that doesn't solve the problem, type the following command in to the Terminal:

export CODESIGN_ALLOCATE="/Applications/Xcode.app/Contents/Developer/usr/bin/codesign_allocate"

On the App Store all purchases are handled by Apple. We have no knowledge of the details of your purchase and have no control over it. If you have a billing question or problem it must be directed to Apple.

You can do this by contacting iTunes support.

Problem:
You may experience a situation where project files open in one of our applications instead of its source application. For example, some users have found that XML files generated from Final Cut Pro open in XML Repair instead of Final Cut Pro.

Solution:
If OS X is not explicitly told which application a file should open in and there are many applications on the system capable of opening that type of file, it will guess at what the appropriate application should be. These guesses can often be incorrect.

To force OS X to open a file type in a particular application, ctrl-click on the file in the Finder and click Get Info. Under the Open With section, select the desired application from the list and click Change All.

• Pro Media Tools now requires OS X 10.6 or higher
• Support for Adobe Creative Suite 6
• Improved compatibility with OS X 10.8 Gatekeeper
• Project Overview - Improved reliability
• Project Overview - Ability to import markers from FCPX projects
• QT Edit - When importing timecode from a THM file, QT Edit no longer prompts you for the file if the corresponding THM file exists in the same directory as the movie
• QT Edit - Timecode can now be imported from THM files in batch mode
• QT Edit - Fixed an issue where batch exported movies could be displayed in QuickTime Player at the wrong size
• QT Edit - Various tweaks to batch mode
• QT Edit - Fixed an issue where not all FCPX markers in the sequence may be recognized
• Timeline Tricks - Improved speed and reliability
• Timeline Tricks - Added an option to remove audio clips with -inf volume
• General bug fixes, tweaks and optimizations

• IMPORTANT: This version requires OS X 10.6 or higher. An older version for OS X 10.5 is available here.
• Avid Symphony support
• Adobe Premiere CS6 support
• CS Repair - Improved processing speed
• Housekeeper - Ability to reset Premiere title editor settings
• Housekeeper - Ability to clear Adobe Media Encoder queue
• Plugin Manager - Stability improvements
• Preference Manager - Improved compatibility with multi-user environments
• Preference Manager - Ability to backup Premiere Pro keyboard layouts
• Improved OS X 10.8 Gatekeeper compatibility
• Fixed an issue where it could say an application was damaged
• Updated Crash Analyzer definitions
• General bug fixes, tweaks and improvements

Issue: If you have "Play work area after rendering previews" switched on in the General tab of Premiere Pro preferences, Render Watcher may not show a notification until after playback has stopped.

Workaround: Switch off "Play work area after rendering previews".

When using the Mac App Store version of Post Haste with folder breaks switched on, you may receive a message asking you to confirm that you wish to overwrite the destination directory when creating a new project.

This error is produced by the OS X Save dialog and only occurs when folder breaks are switched on. It is erroneous and nothing will be overwritten unless a warning icon appears next to the filename preview or Post Haste warns you specifically.

We have overridden this OS X message in the version of Post Haste available from our website, but we cannot override this message in the Mac App Store version while remaining in compliance with Apple's rules.

We recommend either ignoring the error message or using the version available on our site instead.

• Batch Renamer - Significant improvements to performance and memory use
• QT Edit - New Quick Tasks: Set Square Pixel Aspect Ratio and Strip Adobe XMP metadata
• QT Edit - Overhaul of the conform function with support for creating slow-motion movies from overcranked Canon DSLR clips
• QT Edit - Support for embedding Final Cut Pro X-specific metadata such as scene, shot, angle and reel
• QT Edit - Fixed several issues with importing markers from a marker list
• QT Edit - Fixed several issues with importing markers from a Final Cut Pro X project
• QT Edit - Fixed an issue where QT Edit would claim the movie had been modified when trying to save to an Xsan volume
• Render Watcher - Improved the reliability of watch folders
• Render Watcher - Reduced memory usage when your system is booted up for a long time
• General bug fixes, tweaks and improvements

• Markers can now be sent to Final Cut Pro X with the Cut Notes Marker Import 1.1 utility
• General bug fixes, tweaks and improvements

• Fixed an issue where timecode may be displayed in portrait orientation instead of feet+frames when in F+F mode

• IMPORTANT: This version requires OS X 10.6 or higher. An older version for OS X 10.5 is available here.
• Plugin Manager - Plugin installer added. This is useful for developers to create self-contained installers for their plugins and effects. End-users do not need Pro Maintenance Tools installed to use the installer.
• Plugin Manager - Improved compatibility with FxFactory plugins
• Plugin Manager - Added a Delete all Disabled Plugins function
• Plugin Manager - Minor performance improvements
• Plugin Manager - Fixed an issue where some system Audio Units would always fail the validation test
• Housekeeper - Fixed an issue where it could hang when trashing FCP waveform or thumbnail caches
• Updated Crash Analyzer definitions
• General bug fixes, tweaks and improvements

• Edit Detector - Fixed an issue where thumbnails may not be displayed with the correct aspect ratio
• Edit Detector - Multiple edit points can now be selected and deleted
• Edit Detector can now export a selected range of edit points instead of every single one
• Post Haste - Fixed an issue where some files within a template could not be renamed
• Post Haste - New default templates for Photography and Web Design
• Render Watcher - Fixed an issue where it could sometimes take up a lot of RAM
• Render Watcher - Growl categories added so that alerts can be customized by type (e.g. Compressor batch, FCP render, etc) within the Growl preference pane
• QT Edit - Support for additional QuickTime metadata
• QT Edit - New Quick Task - Remove all timecode tracks
• QT Edit - New Quick Task for creating a timecode track from auxiliary timecode information within the movie's metadata
• QT Edit - Fixed an issue where it may be unable to save to a network volume when flattening
• QT Edit - Fixed an issue where metadata fields may not update after being edited
• Video Check - Printing support
• General bug fixes, tweaks and optimizations

• Post Haste - New parameter type: List. Add comma-separated items to the list in the Default Value field in preferences
• QT Edit - Fixed an issue where new timecode tracks could play too fast
• QT Edit - Added support for creating a timecode track using the file creation time on disk as the start time
• Video Check - Fixed a crash on Lion
• Video Check can now detect long frames (potentially dropped frames)
• Video Check - Support for checking if the start timecode matches a particular value
• Video Check - Now shows the percentage of pixels in the image that are outside the legal range
• General bug fixes, tweaks and optimizations

• Compressor Repair - Fixed an issue where it may not properly clear out Compressor history
• Crash Analyzer - Fixed several issues with the error message search function
• CS Repair - Performance improvements
• Housekeeper - Support for trashing audio aggregate device preferences (can solve Premiere Pro issues)
• MC Repair - Performance improvements
• Plugin Manager - Improved compatibility with FxFactory plugins
• Plugin Manager - Enhanced support for Motion effects
• Plugin Manager - Fixed several issues with plugin installation
• Preference Manager - Fixed an issue where it could present an error dialog when automatically launching Final Cut Pro
• Project Repair can now repair Motion projects
• Project Repair - Support for stripping Premiere project keyframes
• QT Repair - Added an option to not create a backup before repairing
• QT Repair - Fixed an issue where the app would hang when removing edits on very large files
• QT Repair - Various reliability and performance improvements when removing edits
• QT Repair - Fixed an issue where long movies might not be able to be scrubbed after removing edits
• Updated Crash Analyzer definitions
• General bug fixes, tweaks and improvements

• Plugin Manager - Fixed an issue where the Crash Tester could get stuck at the Initializing stage
• Plugin Manager no longer asks whether to only install for the current user when installing Adobe / Avid plugins
• Housekeeper - Support for trashing ProKit preferences
• Updated Crash Analyzer definitions
• General bug fixes, tweaks and improvements

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.