How to contact technical support?

I have a studio version Davinci Resolve.
I have a bug I don't know how to fix it. But it must be done.
The third time I ask the simple question, how can I contact the regional support office?

Thanks for all the answers.
Cordially

Support contact is on the main BM website.
Forum is not really for the support although in most cases forum is way more likely to help you than support.
Support is limited and helps only with very specific problems, like suggests a driver version or how to perform firmware update etc. If you have Resolve problem from usability point or see bug then look here
viewtopic.php?f=21&t=90190 or simple as people on the forum.

https://www.blackmagicdesign.com/support/

scroll to the bottom for contact options. Don't put big hope though.

Thanks Andrew,

I have already sent a few emails to the main BM site. But I didn't have an answer. Here, on the forum it's the same, I post bug description - zero response too.

Support like that is a disaster. I did not know it. At Adobe, I never had like this.

Thank you anyway.

Have you posted your problem here on the forum?

Yes of course it's here:
viewtopic.php?f=21&t=137102

Okay, final conclusion.

Lack of technical support for such a great product (Davinci Resolve Studio) is really a big disappointment.
It's like you bought a great Porsche, it's broken down, but the garage to fix it doesn't exist.
You have to try to fix it yourself with your neighbors. It's really rubbish, plus nothing to say. It's unreliable. I regret the time it took to learn Davinci Resolve.

Good luck everyone.

Okay, final conclusion.

Lack of technical support for such a great product (Davinci Resolve Studio) is really a big disappointment.
It's like you bought a great Porsche, it's broken down, but the garage to fix it doesn't exist.
You have to try to fix it yourself with your neighbors. It's really rubbish, plus nothing to say. It's unreliable. I regret the time it took to learn Davinci Resolve.

Good luck everyone.

It is really frustrating when you run into something and have no idea how to solve it, but people do try a bit more here (when they can) the common response from Adobe is 'uninstall, reinstall drivers, it's a user error'.

Just keep posting your question every few hours until someone finally replies with help for it that's all I do eventually it will get seen by someone who can help.

Thanks David!
I will try to follow your advice.

Okay, final conclusion.

Lack of technical support for such a great product (Davinci Resolve Studio) is really a big disappointment.
It's like you bought a great Porsche, it's broken down, but the garage to fix it doesn't exist.
You have to try to fix it yourself with your neighbors. It's really rubbish, plus nothing to say. It's unreliable. I regret the time it took to learn Davinci Resolve.

Good luck everyone.

It is really frustrating when you run into something and have no idea how to solve it, but people do try a bit
more here (when they can) the common response from Adobe is 'uninstall, reinstall drivers, it's a user error'.

That's all what current about every support is about. Don't count on more specially when software is free or cost 300$ (and it's quite complex inside).

One more illusion that dispelled.

Report as a bug and maybe few months in time it will be fixed.

I tried to replicate your issue Aleksejs, but am unable to. I don't have a transparency problem in Software or OpenGL renderer - see my screenshot.
The only thing I could suggest is that maybe your images are non-standard?!? Try pngs or psd files to test?
Good luck.

Multiple ImagePlane.jpg (724.57 KiB) Viewed 12482 times

Aleks,

Like so many others you've unfortunately come across the not-so-wonderful side to being a Resolve user. Dozens if not hundreds of posts exists - over the course of years - for problems people have been complaining about for features that are either unreliable or don't work at all. You're not alone both in lack of support and the frustration.

It's unconscionable that a premium product, especially one that is touted as a world-class NLE, is simply not 100% functional and, lacks the professional support we all expect and normally get from other products in our industry.

I would strongly suggest that if you're on a mission-critical job that needs to be finished that you either:

A. Create your own workaround;

B. Work whatever part of the sequence you can't get done in Resolve elsewhere, then import it back into Resolve to finish the project or;

C. Transfer the entire project over to any other NLE that you're familiar with and finish it there.

I would love to tell you that eventually BMD support will fix and/or address your issue, but clearly it is being ignored, like too many others, so don't waste your precious time waiting for a train that just won't come. As I've pointed out in other threads, this is a cultural thing with BMD across the board on every product, not just Resolve. (My experience both for myself and watching other threads is that when BMD support doesn't respond at all it's because they've got no clue how to fix it and can't offer any usable advice. They are also swamped with trouble tickets and there's only so many hours in the day...)

I love the way Resolve puts together a timeline, it's so simple and fast. But after years of fussing with features that simply don't work I've finally made the decision to move away from Resolve and use other tools that are 100% reliable and actually work as expected. Which is what we ALL need to run a business.

Get this done on your own and then decide how to proceed for future projects.

Buona Fortuna

Lack of technical support

Did you call?

I tried to replicate your issue Aleksejs, but am unable to. I don't have a transparency problem in Software or OpenGL renderer - see my screenshot.
The only thing I could suggest is that maybe your images are non-standard?!? Try pngs or psd files to test?
Good luck.

Multiple ImagePlane.jpg

Thanks Steven.

I don't know if it is important or not, but there is a small difference: I used empty 3D imagePlanes without images, just to create 3D space and give perspective (but behavior of Imagsplanes3D with .png files is also changed). Otherwise, it is the same.
And for me, before, everything was fine, I had no problem with the transparency, the display of ImagePlanes3D and then the rendering either, until the moment when I updated Davinci Resolve to 17.1 . And now it's the same bug, even in projects I created before.

If you have any ideas ... I'm still here, and thank you again.

Lack of technical support

Did you call?

I sent email to technical support (with confirmation of receipt) with bug description, screenshots, detailed system specifications, ...
I sent it 3 times.
And then, no feedback, zero answer.

OK.

Try calling. I've always found my local support very helpful. (Though it was for hardware, not Resolve. Still worth a shot, though.)

OK.

Try calling. I've always found my local support very helpful. (Though it was for hardware, not Resolve. Still worth a shot, though.)

OK, thanks.
My English is not excellent, but I'll try.

Aleks,

Like so many others you've unfortunately come across the not-so-wonderful side to being a Resolve user. Dozens if not hundreds of posts exists - over the course of years - for problems people have been complaining about for features that are either unreliable or don't work at all. You're not alone both in lack of support and the frustration.

It's unconscionable that a premium product, especially one that is touted as a world-class NLE, is simply not 100% functional and, lacks the professional support we all expect and normally get from other products in our industry.

I would strongly suggest that if you're on a mission-critical job that needs to be finished that you either:

A. Create your own workaround;

B. Work whatever part of the sequence you can't get done in Resolve elsewhere, then import it back into Resolve to finish the project or;

C. Transfer the entire project over to any other NLE that you're familiar with and finish it there.

I would love to tell you that eventually BMD support will fix and/or address your issue, but clearly it is being ignored, like too many others, so don't waste your precious time waiting for a train that just won't come. As I've pointed out in other threads, this is a cultural thing with BMD across the board on every product, not just Resolve. (My experience both for myself and watching other threads is that when BMD support doesn't respond at all it's because they've got no clue how to fix it and can't offer any usable advice. They are also swamped with trouble tickets and there's only so many hours in the day...)

I love the way Resolve puts together a timeline, it's so simple and fast. But after years of fussing with features that simply don't work I've finally made the decision to move away from Resolve and use other tools that are 100% reliable and actually work as expected. Which is what we ALL need to run a business.

Get this done on your own and then decide how to proceed for future projects.

Buona Fortuna

... so don't waste your precious time waiting for a train that just won't come.

At least you shared your experience and gave ideas and paths to follow to finish my project etc.

Thanks Rober.

I tried to replicate your issue Aleksejs, but am unable to. I don't have a transparency problem in Software or OpenGL renderer - see my screenshot.
The only thing I could suggest is that maybe your images are non-standard?!? Try pngs or psd files to test?
Good luck.

Multiple ImagePlane.jpg

I have another question. I saw your computer configuration: 64gb RAM, ...
The question is: is the 32gb and 64gb RAM difference for Fusion considerable?
Does that change a lot for video editing.
I have 32gb, and in Fusion with that it is sometimes not very simple. If I add 32gb - will it change a lot?

Also, it may be useful if you shared a bit more details about your Os/hardware, including the version of the drivers ...
Note that saying "the latest drivers" does not really help ...

viewtopic.php?f=21&t=90190


By the way, NVIDIA released new Windows driver today ...

Aleksejs I didn't see much difference in Fusion operationally, when I upgraded 32GB to 64GB. But with complicated node setups I am sure it has helped.
I wouldn't think that is the cause of your transparency problem though.

Hey Aleks, just wanted to chime in with my last forum post as I move onto other tools...

Don't bother with making a phone call to tech support. If you've already submitted a formal trouble ticket (only available to Studio-licensed users) more than once and you're not getting a reply, it won't make any difference if you phone-in. It's the same staff of people that have to look at and assess tickets regardless how they are submitted.

As I say, don't waste your precious time trying to do BMD's job for them in trying to figure out why Resolve isn't working. Get it done in another app, in whatever manner fits your workflow best, and move on.

I am, immediately.

Also, it may be useful if you shared a bit more details about your Os/hardware, including the version of the drivers ...
Note that saying "the latest drivers" does not really help ...

viewtopic.php?f=21&t=90190


By the way, NVIDIA released new Windows driver today ...

I'm not sure that this is the hardware issue, as the bug appeared right after updating to version 17.1, but who knows... Here is my computer configuration:

Operating System: Windows 10 Professionnel 64-bit (10.0, Build 19042) (19041.vb_release.191206-1406)
Processor: AMD Ryzen 7 3700X 8-Core Processor (16 CPUs), ~3.6GHz
Memory: 32Gb RAM 3200Mhz
AMD Radeon RX 5700 8Gb Driver Version 27.20.14535 (Adrenalin 21.2.3)
ADATA SU630 500Gb SSD + TOSHIBA HDWD110 1Tb

Others reported issues when moving to 17.1 and in some cases, upgrading the video driver to a newer version fixed the issue.

It looks like AMD released a new driver today (3/18) - may be you can try that.

I tried to reproduce your issue, without any success - but I am using a different video hardware ( Nvidia )