Support Services

RiverPoint offers support contracts on an annual basis for software products. Support services are provided via phone and email. Contracts are based on providing services in either GMT or PST timezones.

Support contract customers have access to either a European (London) or US (Hollywood) technical support line for escalation of critical issues.

Within the contracted hours we aim to provide a response as follows:

Critical issues: 4 hours
High priority: 1 business day
Medium/Low priority: 2-3 business days

Contacting Support

To help resolve your issue quickly and efficiently, email support:

Email Support (24/7 intake, responses during contracted hours)

The support email is regularly monitored but if there is a critical issue affecting production output, we recommend escalating immediately by calling the relevant support line:

Euro Support (London): +44 203 773 1474
USA Support (Hollywood): +1-818-643-5383

To help resolve your issue quickly and efficiently, if you contact support please provide the following information.

System Information

RiverPoint Product & software version

Ingest Server type & software version

Avid MediaCentral / Interplay software version

Avid Web Services version

Installation type: (new/upgrade/existing)

Issue Details

Brief description of the problem
Error messages (exact text or screenshots)
When did this issue first occur
Is this issue reproducible (Yes/No/Sometimes)
If reproducible, steps to reproduce

Impact Assessment

How many users are affected:
Business impact: (Critical/High/Medium/Low)
Have you a workaround : (Yes/No - if yes, please describe the workaround being used)

Send Logs

Please generate and attach logs at the appropriate level:

For general issues: Set logging to INFO
For intermittent problems: Set logging to DEBUG
For critical/complex issues: Set logging to FINER

Troubleshooting

Common Issues

Network Issues

RiverPoint products rely on network connectivity in order to perform many operations. Often problems with the network or servers being controlled on the network will cause our products to generate error messages. As a first step it is worth confirming the network is healthy.

Connection timeouts → Test network connectivity, check OCIP ports
DNS resolution fails → Verify hostname spelling, check DNS settings

Gallery Configuration Errors

Channel listing fails → Verify server addresses, check firewall
"Duplicate channel names" → Each channel needs a unique name
"Invalid channel combination" → Check record/playback/GPI settings
"Missing AAF folder" → Verify folder exists and has write permissions

License Problems

"Invalid License" → Check license file location and OS permissions
"License expired" → Verify system date/time, request new license if necessary
"Dongle not found" → Check USB connection, update drivers

Gallery Product Logging

Gallery maintains a log which includes key information associated with controlling ingest servers and clip processing.

Viewing Log Files

The current log can be viewed by clicking View Current Log (Ctrl+L) in the main Gallery UI drop-down menu. This will open the current log in the default text viewer.

Viewing Real Time Status Information

Gallery includes a viewer which is set to show messages at the FINER logging level. Right click the application and select Show Status Monitor (Ctrl+M)

Copying Status Monitor Entries

To copy Status Monitor entries to the clipboard, select the appropriate entries, right click and select Copy from the pop-up menu. This can be a convenient way of reporting an issue with detailed information without the need to change the logging level.

Setting the Logging Level

A typical log only includes key information plus any high level errors. To troubleshoot a problem, or if instructed by a support specialist, you can change the logging level to include more information. The levels are:

Normal operation: INFO (default)
For general issues: Set logging to DEBUG
For intermittent problems: Set logging to FINER
For critical/complex issues and only when asked to: Set logging to FINEST (this will log all the timecode data streamed from the server).

To change the logging levels locate the application folder:

C:\Program Files\ RiverPoint \Gallery

Edit the file LoggingRelease.config xml file and locate the <levelMin value= line as below:

</filter>

</appender>

</log4net>

Set the value to the desired level:

Save the file and restart Gallery to activate the new logging levels.

Note: make sure to return the level to INFO once the need for the additional levels has passed.

Log File Location

If you need to inspect or send logs, right click the Status Monitor and select Gallery Logs to open the folder containing the log files. Logs are stored in the user’s AppData folder:

AppData\Roaming\ RiverPoint \Gallery\Logs

The log files can also be located by right clicking on the Status Monitor window and selecting Gallery Logs.