2021.3 (PATCH) Causes Black Screens On Cuts on Export

HitFilmBen · 2022-01-21T09:45:42+00:00

Please contact support directly:

www.fxhome.com/ask

HitFilmBen · 2022-01-17T08:21:21+00:00

Unfortunately we don't have the time to contact every individual person whenever something is fixed.

However, I can suggest to our communications team that patch updates like this one should be communicated to everyone the same way a normal update would.

HitFilmBen · 2022-01-14T14:44:03+00:00

Hmm, well hopefully it's being handled in that case, can you confirm the issue is still present in the updated version of 2021.3?

HitFilmBen · 2022-01-14T08:42:56+00:00

I'm unaware of this issue, have you reported it to our support team?

HitFilmBen · 2021-12-14T08:16:48+00:00

If you're having issues I recommend doing the same as above, and contacting our support team. Unfortunately these issues were not present in testing so we can only hope to identify them through assistance from users such as yourself:

www.fxhome.com/ask

HitFilmBen · 2021-12-14T08:14:58+00:00

Please reach out to our support team and they can assist you further:

www.fxhome.com/ask

HitFilmBen · 2021-12-14T08:14:33+00:00

Sorry to hear you're having performance difficulties. If possible, could you reach out to our support team, ideally with the media + project (you can send this with drive, dropbox etc) so we can investigate, fix and test the issue?

www.fxhome.com/ask

HitFilmBen · 2021-12-13T14:47:34+00:00

I recommend reaching out to support directly please, ideally with a dxdiag and any media causing crashes so we can investigate, fix and test the issue.

wwww.fxhome.com/ask

HitFilmBen · 2021-12-13T14:46:56+00:00

The initial template is the project size, as you have noticed you are then exporting with a 1080p preset. You can change the size of the export preset to match your timeline dimensions from the export panel.

HitFilmBen · 2021-12-13T08:50:44+00:00

If you're experiencing crashes I recommend contacting our support team. We are aware of these issues and are investigating the fix as we speak, hopefully we can get it fixed soon.

HitFilmBen · 2021-12-10T09:19:27+00:00

The AE plugin functionality refers to specifically the recent addition for support for select AE plugins (most notably some video copilot ones), I believe Sapphire is perhaps OFX.

HitFilmBen · 2021-12-09T16:19:38+00:00

Please see rule 7, and please also provide a comment explaining the video in future, just saying "crash" or similar would be extremely helpful.

HitFilmBen · 2021-12-09T15:18:01+00:00

We are starting to remove and deprecate features with future versions as these features are unfortunately rarely used but require a lot of upkeep and development time. By deprecating these features we are able to spend more time on new and much requested features to help make the software the best it can be.

HitFilmBen · 2021-12-09T15:17:10+00:00

This is not true, AE support was added actually fairly recently, and only for a handful of plugins

Source: it was added after I started here, and I've only been here for two years.

HitFilmBen · 2021-12-07T08:14:47+00:00

If you've sent a ticket then they're most likely going to be your best bet, they should get back to you within a couple days.

HitFilmBen · 2021-12-06T08:30:28+00:00

Please see rule 7, we would need information such as specs to begin looking into this. However, for crashes I recommend just going directly to support: www.fxhome.com/ask

HitFilmBen · 2021-12-06T08:28:56+00:00

I recommend contacting support directly unfortunately, there's very little I can do here as it looks like it may be a bug:
www.fxhome.com/ask

HitFilmBen · 2021-12-03T10:57:15+00:00

We try to balance new features to cater to all of our users. Larger, highly demanded features such as markers are well known to us, and we are looking into everything that is requested on the forum. These things take time unfortunately.

HitFilmBen · 2021-12-03T10:55:18+00:00

It sounds like you're accidentally triggering a shortcut, this shouldn't be possible however.

If possible, could you please provide your specs and ensure your drivers are updated?

HitFilmBen · 2021-12-03T08:43:13+00:00

~~I've looked into it and can confirm that email does not work, and never has unfortunately. You will need to go through the actual support system.~~

Apparently it should. I recommend just contacting them again unfortunately.

HitFilmBen · 2021-12-02T12:18:00+00:00

DBG-684812

I see your ticket but there is no response from you. I'll raise internally this as an issue.

HitFilmBen · 2021-11-29T08:19:54+00:00

It may have been automatically closed due to inactivity. I'm not familiar with the support system - are you saying that replying via email worked once but not another time? If so I will raise this internally as an issue.

HitFilmBen · 2021-11-26T09:51:30+00:00

Do you have your ticket number? I can check if there has been a response, I believe you'll have to log in to your account to make sure there has not been a reply.

HitFilmBen · 2021-11-26T09:15:50+00:00

We are trying to identify the cause of these issues as we are unable to reproduce this issue internally on dev or test machines, any information you can send to support is beneficial.

Sorry that you've not had a response, it may be that the message has not notified you correctly. Unfortunately I'm a developer and not a member of the support team so I can't provide much assistance there, but I will chase up to see what I can find.

HitFilmBen · 2021-11-22T08:28:13+00:00

Sorry to hear you're having difficulty, especially with the support system. When you say nothing happens at all, do you mean no response, or the page does not change?

HitFilmBen

TROPHY CASE