Frequently Asked Questions
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General |
How do I trial your software?
All applications offer the option to activate a three day trial license when first run. Download and install the required application, run it and click 'Try' to activate a trial license via your iLok account. See our iLok page for more information on activating trial licenses and iLoks. To extend a trial, contact us and provide your iLok user ID.
Do I need to purchase an iLok dongle to run your software?
No. All license types (including trials) for all applications can be activated to an iLok Cloud session. See our iLok page for more information on iLok Cloud.
I'm getting the error 'Attempt to start trial too many times'. What do I do?
If you just activated a trial license but the application is not seeing it, make sure the license is on your physical iLok or activated in an iLok Cloud session. Open iLok License manager, login to your iLok account and see if there is a trial license in your account. If so, drag and drop it onto an iLok or activate it to your iLok Cloud session. See our iLok page for more information on activating trial licenses and iLoks. To extend a trial, contact us and provide your iLok user ID.
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?
Check to see if the purchased license is on an iLok or activated in an iLok Cloud session. Open iLok License manager, login to your iLok account and see if the license you just redeemed is in your account. If so, drag and drop it onto an iLok or activate it to your iLok Cloud session. See our iLok page for more information on activating licenses and iLoks.
I'm trying to purchase an app but my credit card is being declined. What do I do?
If you are attempting to purchase with a credit card and the charge is being stopped, the only thing our web store provider FastSpring really knows is that your card provider declined the charge. Your card provider does not provide any more information than this. It can be for any of the following reasons:
- 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?
If you are purchasing via our web store with PayPal, the VAT entry number is displayed once you come back to our store from entering your details in PayPal. Our store displays the VAT field after the PayPal page so it has confirmation as to which country you live in.
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EdiCue |
What languages can be cued in Pro Tools for use with EdiCue?
You can cue any LTR (Left To Right) language that can be entered into a Pro Tools clip group. When cueing non-English characters and loading the cue data from Pro Tools to EdiCue with a text file, be sure to export the text file from Pro Tools and import the text file into EdiCue using the UTF-8 text encoding. Search 'Text Encoding' in the EdiCue user guide for more information. Also see 'Cueing Non-English Text' on page 6 of the EdiCue user guide.
When I generate MIDI files containing markers, why do the markers appear in the wrong position when I load them into Pro Tools?
This can be caused by one of three reasons:
- 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?
No. Visual cues can only be overlayed on screens that are connected to a display port that shows up on the 'Displays' pane of the macOS System Settings. Generally these are built-in Mac or graphics card display ports. The Pro Tools 'movie' window is positioned on this display so EdiPrompt can overlay its cues on top.
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?
Yes. Simply connect EdiPrompt to Pro Tools via virtual, network or hardware ports, and then "piggy-back" V-Control Pro's Ney-Fi app onto EdiPrompt using the HUI MIDI ports. See 'Connecting a HUI Control Surface' in the EdiPrompt user guide for more information. This was tested with EdiPrompt v1.5.0, Pro Tools v9.0.5, V-Control Pro v1.2 and Ney-Fi v1.2.1.
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EdiLoad |
Why should I request an AAF or XML file instead of an EDL file from my picture editor?
The AAF and XML file spec can contain:
- mute clips
- 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
- AAFs can contain 'SlipPerf' quarter frame adjustments
- XMLs can indicate which clips are 'Nested Sequences' or contain varispeed
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?
There can be several reasons why Pro Tools isn't finding any matching WAV files. See the section named 'Conform Errors - No Matches' in the EdiLoad v4 user guide for a list of things to check. Alternatively, upgrade to EdiLoad v5 and use the EdiLoad Assembly window to match your WAVs and export a Pro Tools session file ready for dialogue editing.
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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?
If the session-as-text file came from Pro Tools 12.4.0 or above and was created from the selected tracks, you will need to update to EdiChart version 3.0.3 or later.
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EdiMarker |
How do I transfer markers from one Pro Tools session to another?
Markers can be imported into Pro Tools directly from another session. In Pro Tools select: File > Import > Session Data and check 'Markers / Memory Locations'.
How do I export markers from Pro Tools now that EdiMarker v2 no longer imports MIDI files?
In Pro Tools select: File > Export > Session Info As Text and check 'Include Markers' to create a text file containing the markers with their location, name and comments.