Page - 2 of 297
Support:
Technical Support office hours are 9am-6pm US Eastern Time, but we generally respond
to support requests from 8am to midnight, 7 days a week, and at odd hours of the night.
Response time is generally within minutes during business hours.
To initiate a support request, it is preferred that you fill out the support form on the
Cinedeck website: http://cinedeck.com/support/
The direct support email address is: support@cinedeck.com
Phone support can be reached at +1 888-390-4460 (option 2). If you do not reach
us, please do leave a message, indicate your version number and as much relevant
informations as possible and use the above noted support form as we do endeavor to
respond ASAP within the expanded hours noted above.
Some international locations do not allow dialing a US toll free number, in that case call: +1 646-642-6985
Please Note! It is generally essential and helpful to have as much information
as possible about the nature of the problem and the setup involved, including; Cinedeck
model, Cinedeck software version {Prefs page}, the relevant log files {C:\cinedeck\logs},
Cinedeck settings such as codec, wrapper, storage in use and all related equipment being
used; source/camera settings, audio embedders, timecode source, etc.
If you are using an esoteric piece of equipment in the signal chain, it is critical that we
know so we can make a correct diagnosis.
Is it plugged in? Often the simplest things can make life difficult... Always
check the basics! Are power, cabling and signal paths all confirmed to be good?
Contacting Cinedeck
General
Information:
For non-support
general inquiries,
please contact us at:
info@cinedeck.com
You can also call:
+1 888-390-4460
Some international
locations do not allow
dialing a US toll free
number, in that case call:
+1 646-642-6985
Additionally, the
Cinedeck website
has a significant
array of resources
including brochures,
where to buy,
video tutorials
and technical
documents.
