Frequently Asked Questions
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General |
How do I trial your software?
Do I need to purchase an iLok dongle to run your software?
I'm getting the error 'Attempt to start trial too many times'. What do I do?
I purchased an application and entered the activation code on startup but the app keeps asking me to activate each time I restart. What do I do?
I'm trying to purchase an app but my credit card is being declined. What do I do?
- One of the credit card numbers was entered incorrectly.
- An incorrect expiration date was entered.
- A country other than the one you are purchasing from (IP address) was selected.
- There is some kind of a fraud hold on the card. This happens sometimes when the card company sees a transaction they don't believe fits your normal buying pattern and they are worried that it might be fraud.
- There is some other type of problem with the card account, for example a restriction placed on it by the card company that it may not be used outside their country, or insufficient funds available.
With 1, 2 or 3, you can try to submit the order again with the correct details. With 4 or 5, you will probably need to call the card company and ask them why the charge was declined.
If your bank did reject a payment for fraud and has since cleared this, there may be a block on your card that needs to be removed with our store provider FastSpring. It may be quickest due to timezone differences to contact FastSpring support directly, else you can contact us with the details.
Your store doesn't display a VAT field. How do I enter my VAT number?
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EdiCue |
What languages can be cued in Pro Tools for use with EdiCue?
When I generate MIDI files containing markers, why do the markers appear in the wrong position when I load them into Pro Tools?
- The session start time does not match the start time entered while generating the MIDI file
- The MIDI Song Start is not positioned at the beginning of the session
- An incorrect pull-down setting was used while generating the MIDI file. When incorrect, the markers and MIDI commands will drift over time
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EdiPrompt |
Can EdiPrompt overlay streamers, text or prompts using BlackMagic or AJA cards?
EdiPrompt is not compatible with video peripherals that stream video directly from Pro Tools. For example: Nitris, Mojo, Blackmagic, AJA, and Canopus.
Can I run a Neyrinck V-Control Pro when EdiPrompt is connected as a MIDI controller?
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EdiLoad |
Why should I request an AAF or XML file instead of an EDL file from my picture editor?
- scene and take number fields
- the frame rate of each source clip
- multiple video and audio tracks
- lower case text and space characters in field data
- additional metadata fields that EdiLoad can fall-back to
Note: Please request an XML instead of an AAF for Premiere Pro exports. See the EdiLoad FileSpec PDF for full details.
When I select 'Expand Tracks' on my EdiLoad v4 conform reference tracks, why doesn't Pro Tools match any of my location WAV files?
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EdiChart |
When I load a Pro Tools session-as-text file, why do I get a 'Number of Tracks found does not match that of Session Header' error message?
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EdiMarker |