Tweak Software Support

Alan Trombla August 26, 2015 Announcements

 

The Details

What's happening?

The Tweak Software support site (this site you're on right now) is moving to the Shotgun Software support site. All forum posts, tickets, accounts, etc. will be migrated over into an RV section on the main Shotgun support site at support.shotgunsoftware.com.
 

When is this happening?

This will happen on September 3, 2015. 
 

Why is this happening?

This will allow us to share support resources and better handle issues that affect any combination of Shotgun and RV. In addition to the (former) Tweak peeps continuing to handle support (especially Jon and Alan), now the entire Shotgun Street team will also be able to help out.

 

What's Not Changing?

  • Level of support: The awesome support you receive from us will not change. In fact, the goal is that it should be more awesomer.
  • Tickets: All of your tickets will be moved with your account so you can retain the history that you have built on the Tweak support site.
  • Forum Posts: All of your forum posts will be moved with your account so you can retain the history that you have built on the Tweak support site.
  • Forum Comments: All of your comments will be moved with your account so you can retain the history that you have built on the Tweak support site.
  • Subscriptions: All of your forum and forum post subscriptions will be migrated and you should still get notifications for updates, just from the Shotgun support site instead of the old Tweak support site.
 

What Is Changing?

  • New Home: You will access RV support through the main Shotgun support website at support.shotgunsoftware.com. There will be an RV section which will be similar to the existing Tweak support site you use now. All of the documentation and forum posts will have new URLs (because they will have new ids).  And of course the email address for new tickets will now be support@shotgunsoftware.com.
  • Ticket, Forum, Documentation Ids: Your tickets will all be assigned new ids. Forum posts (including documentation) will also be assigned new ids. This means any bookmarks will need to be updated. You will be notified of the new id for any in-progress tickets so you can easily reply to keep the conversation going.  Note that URLs (which include IDs) also changed so we may need to help if you have an old URL and you need to know what it (used to) refer to.
  • Account Password: You may have to reset your password on the Shotgun support site in order to login for the first time if you haven't previously created an account on the Shotgun support site. 
  • Secondary Email Addresses:  If you already have an account on the Shotgun support site (IE your primary email matches) any secondary email addresses on the Tweak support site will not be moved to the Shotgun support site.

Common Questions & Answers

What will happen to my existing tickets?

Any support tickets on the Tweak support site will be moved over to the Shotgun support site and will have a new id.  All of your tickets on the Tweak support site will be closed for comments. 
 

What if I have tickets that are in-progress?

Before the move, we are going to programmatically "Solve" any in-progress tickets with no activity in the last 6 months.   If you have one of these older tickets you can of course reply to that update if you'd like the ticket to remain open.  Any support tickets that are open at the time of the move will be moved over to the Shotgun support site and will have a new id. We will send a one-time update on the new ticket so you'll get an email notification with the new id that you may reply to. All of your tickets on the Tweak support site will be closed for comments. 
 

What if I reply to an old email that goes to the old Tweak Support site?

If you respond to an old support email that uses the old Tweak support email address, your email will be redirected and will generate a new ticket on the Shotgun support site. So your response won't be lost!
 

Is it possible that my ticket or reply will be lost if I don't do the right thing?

No! We'll do our best to notify (not spam) you of new ticket ids for your open tickets. If you accidentally reply to an old email or send email to an old support email address, it will automatically be redirected to the Shotgun support site and create a new ticket. 
 

I already have an account on the Shotgun support site, what will happen to it?

We're attempting to match up accounts as best we can when merging the two sites. Zendesk relies heavily on email addresses for identifying an account. If your email addresses match, then all of your info and content should merge seamlessly with your existing account on the Shotgun support site. After the merge, when you login to Shotgun support, you should see both your Shotgun and previous Tweak tickets, forum posts, comments, etc. 
 

I don't have an account on the Shotgun support site, what do I do?

No worries! As part of the move, we will create a new account for you (identified by your email address). All of your tickets, forum posts, comments, etc. will be linked to this new account on the Shotgun support site. The first time you attempt to login, you will be able to request a password for your account. Once you confirm your account and set a password, you'll be in!
 

I have multiple accounts on the Tweak and/or Shotgun support sites, what's going to happen?

People move around a lot, that's cool. And sometimes you may submit requests from your personal email account, other times from your work email. Zendesk creates and identifies accounts based on their email address so this can create multiple accounts for you. We'll do our best to merge your content with the right account info based on the email address you've used. But this can be tricky. If you notice things aren't linked up correctly, just let us know and we can tidy things up for you.
 

Will my password on the Shotgun support site be the same as my Tweak support site password?

No. We can't migrate any password information in the move.  If you already have an existing account on the Shotgun support site, your password should be the same as it was. If you did not previously have an account on the Shotgun support site, then when you first login, you will have to request a new password. Once you confirm your account and set a new password, you'll be able to log in.
 

I'm subscribed to forums for updates, will my subscriptions carry over?

Yes. As part of the migration, we will be ensuring subscriptions to forums and posts carry over to the new site. You should not see any interruption. The email notifications will have slightly different subjects since they will now be spawned from the Shotgun support site.
 

Will email notifications for tickets change?

The formatting of the emails from the Shotgun support site is a bit different, but not in any significant way IMHO.  If you have any feedback on this after the move, please let us know!
 

What if I find a broken link that points to the old support site, what do I do?

Thank you for your attention to detail (which isn't surprising given the users we have)! Please just drop us an email at support@shotgunsoftware.com and let us know. We'll fix them ASAP. 
 

I have more questions, who do I talk to?

We're happy to talk to you about anything! Just drop us a line at support@shotgunsoftware.com.

Alan Trombla April 29, 2015 Knowledge Base

RV 6 Release Notes

CAVEATS and KNOWN ISSUES (last updated 5 August 2015)
As usual we'll update this page, including known issues, throughout the release process, so you can subscribe to this forum thread if you want to get notification of newly discovered issues or additional releases in this series.
  • These notes list all changes since RV 4.2.4. Complete release notes from the RV 4 release series are also available; please see this page.
  • Please report bugs or other issues via email to support@tweaksoftware.zendesk.com.

Version 6.2.4 (RELEASE - 4 August 2015)

PLEASE NOTE: RV 6.2.4 uses Python 2.7; if you require Python 2.6, please use RV 6.0.4, which is identical except for Python version.

NEW
  • PySide Python Modules distributed for all platforms (OSX, Linux, Window). This is PySide version 1.2.2. An optional "PySide Example" package can be loaded via the Packages preferences tab for users looking to use PySide.

  • Improved unicode/internationalization support on Windows.

  • AJA SDK updated to version 12.2.1 on all platforms.

  • Blackmagic SDK updated to version 10.4.1 on all platforms.

  • SDI SDK versions are now reported in the Video preferences tab.

  • Video/SDI SDK version and additional info (e.g. recommended driver version) displayed in Video preferences.

  • Added --simple-routing option support for Kona devices.

  • Improved rendering of annotation strokes with "sharp turns".

  • Default colorspace conversion when encoding v210 media is now REC601.

FIXED
  • Platform Audio: Fixed frame drop warning when playback resumes on Linux.

  • rv/rvio: Removed maximum limit on number of command line arguments.

  • During remote sync using presentation mode, the remote pointer no longer moves in opposite vertical direction on certain presentation devices.

  • Fixed layer/channel selection on multipart exrs files which have the same view for all parts.

  • Fixed reading RLE encoded PSD files on Windows.

  • Fixed crash when using packed fluid layout with one source.

  • Fixed SDI Kona playback output modes for "12bit 3G RGB" and "8bit 3G RGB".

  • Work-around for "mixed fps" DPX files from Mistika.

Version 6.2.3 (RELEASE - 23 Jun 2015)

PLEASE NOTE: RV 6.2.3 uses Python 2.7; if you require Python 2.6, please use RV 6.0.3, which is identical except for Python version.

NEW
  • SMPTE VC-3 Codec (DNxHD) enabled for mio_ffmpeg.

  • PySide Python Modules Distributed for linux only, these modules should be considered alpha, for testing purposes only.

  • Support 12-bit DPX files with unpadded scanlines.

  • RVLS now accepts one or more Session Files as input. In that case, it will report information about the media referenced by the Session File.

  • RVLS has a -o command line option to specify an output file.

  • Environment variable TWK_SERVER_PORT_FALLBACK_COUNT can be set to determine the number of ports RV will try when looking for an open port to listen on for a network connection. The default is to try 10 ports.

  • RVCDL node with node.file property will automatically update CDL values from files of type CCC, CC, or CDL.

FIXED
  • Increase Timeline Magnifier render performance when there are many marked frames.

  • RV could crash after saving a Display Profile containing a LUT

  • Exporting a movie or frame sequence when using a Display LUT could cause a crash.

  • Adding additional nodes to a PipelineGroup containing a LUT could cause the LUT to have no effect.

  • Screening Room: Media with timecode could confuse the sequence setup so that frame numbers did not match sequence frame numbers.

  • Screening Room: Sometimes the correct (current) Version would not highlight in the Screening Room panel.

  • Screening Room: The main view "step left/right" hotkeys were broken when the Screening Room browser was visible.

  • RVLensWarp node: the "center" parameter for the OpenCV distortion model was not used correctly.

  • Complicated PipelineGroup contents, especially PipelineGroups within PipelineGroups, could cause a crash.

  • The -strict command-line flag would cause RV to exit if it could not acquire an rvsolo license. Now it correctly enters the unlicensed state in that case.

  • Two AJA Kona video modes ("10 Bit YCrCb 4:2:2" and "Stereo Dual 10 Bit YCrCb 4:2:2") could not be stored as preferences.

  • A sequence of EXRs wherin all the files did not have the same set of layers could cause a crash.

  • Remote sync could fail on string properties with "/" characters in their values.

  • Some Python headers were missing from the distribution.

  • Multi-byte unicode filenames would prevent mov and avi files from loading.

  • Mattes now render below text and rectangle overlay objects defined in the same RVOverlay node.

  • Geometric resize combined with bit-depth reduction of 16-bit planar images could cause a crash.

  • Custom PipelineGroup contents that include both OCIO nodes and a user-defined custom node could cause a crash.

  • True location of Python site-packages directory was not being added to system path.

  • The disted pyconfig.h included macros specific to the internal build system.

  • In sessions with many paint/annotation strokes, adding new strokes could get very slow.

  • RVSDI: improved output frame rate calculation and display.

Version 6.2.2 (RELEASE - 5 May 2015)

PLEASE NOTE: RV 6.2.2 uses Python 2.7; if you require Python 2.6, please use RV 6.0.2, which is identical except for Python version.

FIXED
  • Use of OpenColorIO could cause a crash (all platforms).

Version 6.2.1 (RELEASE - 29 April 2015)

PLEASE NOTE: RV 6.2.1 uses Python 2.7; if you require Python 2.6, please use RV 6.0.1, which is identical except for Python version.

NEW
  • Licensing RV Via Shotgun Use your Shotgun username and password to get full RV functionality. Some answers to expected questions:

    • The current licensing style is always configurable via the License Manager item on the File menu.

    • The RV (and RV-SDI) version 6.0 executables support both licensing systems (standard Tweak licensing and licensing via Shotgun).

    • RV-SDI can be licensed via Shotgun only at sites using "Super Awesome" support.

    • There’s no requirement that a given site use only one style of licensing.

    • RV licensed via Shotgun is functionally identical to RV licensed the usual way.

    • A user can switch from Tweak-standard to via-Shotgun licensing and back (the choice is stored as a preference).

    • At a facility where standard Tweak RV licensing is set up and working, there will be no change when the user runs RV6 (they will be able to try out via-Shotgun licensing by selecting a menu item if they wish).

    • Licensing RV via Shotgun does not produce any requirement to use Shotgun for other purposes. For example, users may license RV via Shotgun, but not use Screening Room.

    • A user who authenticates RV via Shotgun username/passwd once, and then runs RV at least once a week, will not have to authenticate again. (The original authentication will be refreshed on each run, assuming that the Shotgun server is accessible, and the username/passwd is still valid).

    • Similarly, an RV user who authenticates via Shotgun will be able to use RV "offline" (when the Shotgun server is unavailable) for 30 days, starting from the most recent "online" use.

    Intro video and additional Shotgun setup details available here, and complete RV licensing details here.

  • Media Export with no RVIO License Using RVIO to export media from RV will be allowed as long as RV is licensed (with any licensing scheme). Usage of RVIO "on the farm" (IE unassociated with any local RV process) will still require a standard Tweak license.

  • RVX Functionality in RV The functionality previously available only in the RVX executable will now be available in RV (we will no longer distribute RVX). This includes the use of unsigned custom GLSL shader nodes.

  • Experimental Stereo Disassembly RVPackage to support "disassembly" of top-and-bottom or side-by-side "squeezed" stereo media. (Details in Packages preferences.)

  • Experimental LatLong Viewer RVPackage allows the addition of a LatLong Viewer node for viewing un-warped lat-long (spherically-mapped) media. Shader courtesy The Mill! (Details in Packages preferences.)

  • Per-frame meta-data display from RED R3D movie files.

  • RVSDI: additional supported Kona4/IO4K video modes (UHD 60Hz, etc).

  • RED R3D SDK updated to version 5.3b2 (Jan 2015).

  • The Color Channel Select package can display luminance via the l hotkey.

  • An option on the File/Export menu to export an "RVIO-Ready" Session file, with the current display copied into the "Output" transform that RVIO will use.

  • Improved support for multi-byte encodings in filenames, etc.

  • Quicktime Timecode/ReelName metadata can now be read and written.

  • ARRI Raw SDK updated to version 5.0 (4.6 on Linux because ARRI does not distribute libs compatible with our CentOS 5 target. Please let us know if you need a 5.0 build for linux.)

  • IOARI_ARGS environment variable can set the ARRI Raw decode color space with --colorspace (details here)

  • Quicktime reader supports movies with ICC profile in COLR atom.

  • RVOverlay node supports softer stereo window drawing (details here).

  • RVIO supports ARRI LogC target with -outlogc command-line flag (you can specify LogC EI parameter with -outlogcEI).

  • FFMpeg updated to version 2.6.1.

  • Limited MXF containers support.

  • Additional movieproc type "syncflash" for testing audio/video sync.

  • Custom LUT Package: Added autoload support to source LUT/CDL slots.

  • Sources Details: display files-space CDL settings.

FIXED
  • When viewing a user-defined merge node, zooming the view would appear to affect only one of the merge inputs.

  • If the underlying Audo system supplies a device called "default" selecting it in RV’s preference would not "stick".

  • A Layout view in tiled ("packed') mode containing media with different aspect ratios sometimes did not "frame" correctly.

  • Several problems associated with audio range and offset; in particular a global offset could conflict with a source-level offset causing missing audio.

  • OpenEXR: DWA compression bug (https://github.com/openexr/openexr/issues/156).

  • On the Python Event class, the methods relativePointer and timeStamp did not work.

  • Some quicktimes written by Nuke would not show the first frame when displayed in RV.

  • For quicktime timecode calculations, use frame rate from timecode track, rather than video track.

  • Combining a multi-frame leader with an image overlay could cause RVIO to crash.

  • Opening the preferences dialog could cause the OpenEXR decoder thread count to be reset to 1.

  • Occasional crashes when reading Session Files containing complicated PipelineGroups.

  • Insufficient precision in ASCII session files could cause drift in FPS values.

  • In some cases an RV3-version session file containing annotation paint strokes was not loaded into RV4 correctly.

  • The Annotation mode was consuming some events (like "frame-changed"), and interfering with other modes (like Screening Room).

  • Creation of new Display Profiles was broken.

  • Session Manager "New Node by Type" drop-down automatically populated.

  • Crash when clearing session during rendering.

Seth Rosenthal July 9, 2009 Announcements

The Tweak Helpdesk is part of our effort to support our growing community of users.

The simplest way to communicate with Tweak is to send email to:

support@tweaksoftware.zendesk.com

This will automatically create a new help request, and you will receive a reply with a link to your ticket. You can follow progress on the ticket here at the helpdesk or you can simply reply to the emails for that ticket.

Or you can use our forums to post questions, comments, feature requests or share tips with our growing community of RV users. 

The Tweak Team