Please read before posting support questions

Get answers to your questions about color grading, editing and finishing with DaVinci Resolve.
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Peter Chamberlain

Blackmagic Design

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  • Joined: Wed Aug 22, 2012 7:08 am

Please read before posting support questions

PostSat Dec 10, 2016 8:01 am

As this is a user forum, the majority of your support questions will be answered by other users in the community. In order to assist you with your queries they will need the same detailed description of your issue that any support team would.

For example, which specific version of Resolve. v12 is not enough detail. You need to provide the exact version string, such as 12.5.0.052. This can be found from the DaVinci Resolve menu in the ‘About DaVinci Resolve’ window.

You should also report the exact OS version, hardware platform, number of and type of GPUs being used, storage type and other setup specific details. Many users add this information to their forum signature. This can be done in the Forum’s ‘User Control Panel’.

When reporting your issue, be as detailed as you can with steps to reproduce the problem. Post online a screen shot or phone video of the issue if that helps explain.

If you don’t have permission to post images yet, you can also place these in shared download storage locations, Dropbox, OneDrive, Google Drive etc. and provide a link so that other users can see your description and the video.

If you encounter consistent crashing, it’s likely we will need all of the above information and also a special DaVinci Resolve log file you can create and post online.

The “CaptureLogs” application is installed in all DaVinci Resolve systems (except Apple App store versions). If you have a repeatable crash please follow these instructions.
1) Restart DaVinci Resolve
2) While holding the Option/Alt key, select the help menu and then select ‘Create diagnostics log on desktop’
3) Post the log or a link to it on a new thread with a description of the steps to reproduce the crash.

Often, your project export could be useful too as you might have a specific workflow setting that exposes an issue. You can export and share a simplified version of your project. You can follow the instructions below in order to export your project.
1) Restart DaVinci Resolve
2) Use the Resolve File menu, then select ‘Export Project'

thank you
DaVinci Resolve Product Manager

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