Help & Support
This Help document is intended to be the primary mechanism by which to help you understand the application. To search this Help Document use the search field at the top right of this Window.
If you do not find the answers you are looking for, you are welcome to post your question on the Frameline User Forum, or to send an email to the Frameline Support Desk.
Telephone support is only available to organisations who have purchased multiple licenses.
Please note that we reserve the right to publish any support emails onto the user forum, so as to potentially help other users with similar problems in the future.
Troubleshooting
If you are having trouble with the application, please feel free to send an email to the Frameline Support Desk or post your issue on the Forum. Below are a few common issues that you may experience:
Slow
If you are finding that the application is very slow in operation, there maybe a number of reason for this. First of all establish if Frameline is the only application that is performing badly, if it is not, then your issue will be system related. (In which case a system restart should be the first stage of your system diagnosis)
If Frameline is the only application that appears to be performing badly, restart the application, then:
1. Check that your system meets the minimum hardware requirements.
2. Check that the Video File is appropriate to the Tool you are using within the application. For example a HD MPEG-4 File will perform very slowly in the Edit Window, which is designed for use with either a low data rate Proxy or an Edit Codec.
3. Check your Quicktime Plug-Ins Folder. You may have installed a 3rd Party Codec that is not compatible with the application.
If you still experience slow performance, please email the Frameline Support Desk with as much information as possible, & we will try to get to the bottom of your issue.
Crashing
Unfortunately, due to the nature of Digital Video, application crashes are inevitable. If you experience an application crash, then please copy paste & email the crash report to the Frameline Support Desk This will help us to analyze the problem, & improve the application in subsequent updates. Your support is much appreciated, & all submitted crash reports will receive personal attention.
Clips Not Showing Up
If the data you are getting from the application is erratic; for example a clip you know exists is not showing up in the filter, then the database may have been corrupted and may need re-building.
To re-build the database, first quit the application, then navigate to HD/Users/Shared/ in the Finder, and delete the folder named 'VDS'. Then re-start the application, and the database will be re-built.
Files Not Showing Up: Missing Extensions
Please refer to the Video Formats page for more details.
Files Not Showing Up: Spotlight broken
Frameline relies on the OS X Spotlight Database to find & display Video Files, but sometimes Spotlight refuses to find what you’re looking for, even though you know the file exists. This problem occurs when Spotlight’s indexes get out of sync. To set things right, try rebuilding the indexes—this forces Spotlight to scour your drive again and serve up the right search results.
Open the Spotlight preference pane. Click on the Privacy tab, and then drag your hard drive to the list of locations you don’t want Spotlight to search. Wait a few seconds; then select the drive and click on the minus-sign (–) button. By adding the drive to this list, you force Spotlight to erase the index; when you remove it from the list, Spotlight notes that the drive is again available for indexing and starts chugging away at that task.
Keep in mind that if you have thousands of files, rebuilding the index may take quite a bit of time. If you try to use the Spotlight menu while it’s indexing, you will get a message saying that it’s busy indexing your drive. Once it has finished, your searches should be more efficient.
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