A P P E N D I X
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A
Troubleshooting
This appendix provides instructions for gathering information to assist in troubleshooting. For a complete
and current list of potential issues and recommendations, go to http://www.telestream.net/pdfs/user-
guides/Pipeline_FAQ.pdf.
GATHERING INFORMATION FOR TROUBLESHOOTING
There are three topics that you should read and utilize to gather details that aid in troubleshooting,
depending on your environment:
Workflow Information (immediately following)
Pipeline Information (page 146)
Counters Panel Details (page 146)
Workflow Information
First, identify the workflow and get system information about your client application: FlipFactory
(immediately following) or Final Cut Pro (Final Cut Pro (page 146)).
FlipFactory
Obtain FlipFactory information using FlipFactory's automatic support email, or get it manually.
To obtain the information automatically, send email to Telestream by using the Email Tech Support button
on the FlipFactory System Settings window (see the FlipFactory User’s Guide, Chapter 5, Using
FlipFactory, in the Sending Email to Tech Support section).
To obtain this information manually:
• Get FlipFactory version and all update packs which are installed
• Get a copy of the FlipFactory license file
• Get account and factory details – obtain an XML output of the account when possible
• Obtain the FlipFactory server and/or Pipeline client system information:
1. Click Start > Help and Support.
2. On the Help and Support panel, click Support from the top menu.
3. Click Advanced System Information.
4. Click View detailed system information.
5. On the System Information dialog, select File > Save to save an nfo file containing your system
information to the desktop of the computer.
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