Is Blackmagic Support even working for you?

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bluepr0

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Is Blackmagic Support even working for you?

PostSat Feb 24, 2024 6:01 pm

Hello!

I have recently bought a Resolve Studio license and I think I've found a bug related to the subtitles export. I found this website for support at https://www.blackmagicdesign.com/suppor ... and-fusion (Need Assistance > Email). This was several days ago, haven't got any reply.

How am I supposed to contact support and/or report bugs?

Thanks!
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Uli Plank

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Re: Is Blackmagic Support even working for you?

PostSun Feb 25, 2024 1:25 am

That's a legit way with Studio. You may also call them on the phone, with your invoice serial at hand.

Apart from that, people like Dwaine or Peter even go to great lengths for helping with the free version in this forum, if you give them the necessary information to replicate the issue.
Now that the cat #19 is out of the bag, test it as much as you can and use the subforum.

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ZRGARDNE

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Re: Is Blackmagic Support even working for you?

PostTue Feb 27, 2024 12:14 pm

My understanding is the Black Magic support workflow does not provide any feedback on the status of bug reports.

I raised #ATZ-866-38412 in 2021 and have heard nothing back.


I also raised BXU-560-89721 Sept 2022. I didn't receive any status from BM, a user responded to my tread in Mar 2023 to notify me it was addressed;

viewtopic.php?f=21&t=166300&hilit=codec+incorrect
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Steve Alexander

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Re: Is Blackmagic Support even working for you?

PostTue Feb 27, 2024 1:48 pm

I submitted a support request (on their website) a couple of months ago and never heard back from them. This is the first time they have not at least replied to my support request. Maybe their online support team has been reduced in size or maybe they had a 'server error'. Did seem odd to me. They used to be pretty good at getting back even if they couldn't correct the issue.
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Peter Chamberlain

Blackmagic Design

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Re: Is Blackmagic Support even working for you?

PostWed Feb 28, 2024 2:12 pm

bluepr0 wrote:Hello!

I have recently bought a Resolve Studio license and I think I've found a bug related to the subtitles export. I found this website for support at https://www.blackmagicdesign.com/suppor ... and-fusion (Need Assistance > Email). This was several days ago, haven't got any reply.

How am I supposed to contact support and/or report bugs?

Thanks!


Maybe you could detail the issue here?
DaVinci Resolve Product Manager
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roger.magnusson

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Re: Is Blackmagic Support even working for you?

PostWed Feb 28, 2024 4:11 pm

It was discussed here and determined not to be a bug, just that YouTube expects imported srt files to start at 0.

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