Troubleshooting Issues With The Software

The application does not start

If the application does not start due to a crash or hang, you should first try to

  • unplug all the connected devices and re-open application,
  • restart your machine

If that does not help, and Reeltime Pro still doesn’t launch on your computer, you can reset the preferences for a clean restart of Reeltime Pro.

Note: Resetting the preferences results in losing your customized settings and slot/device configuration. If you want to keep your current preferences, you can rename or copy (and backup) the preferences; see below.

Follow the below instructions to reset the preferences of Reeltime Pro:

  • Quit Reeltime Pro
  • Create a copy/backup of the following file (optional)

~/Library/Preferences/com.pomfort.ReeltimePro.plist

The Library folder is hidden by default. You can open it in Finder by opening the “Go” menu and holding the “option” key. You will see an extra entry, “Library,” in the “Go” menu. Choose this entry, and a Finder window will open with the Library folder.

  • Open up the Terminal application (type terminal in your spotlight or navigate within the Utilities folder of your application folder)
  • Type the following command in your terminal window

defaults delete com.pomfort.ReeltimePro

  • Start Reeltime Pro,
    now Reeltime Pro should again start as usual.

If the problems persist, please contact our support team.

 

The application hangs, or crashes repeatedly

In the rare case that Reeltime Pro hangs or crashes repeatedly, you can send automatically created reports to our support. You can do this by:

  • Choosing “Contact Support” in the “Help” menu of Reeltime Pro.
  • Enter your personal information (name and email) so that we can get back to you.
  • Enter a short description:
    • What steps do you perform in the software that lead to the problem,
    • what happens when you perform these steps, and
    • what you would expect the software to do instead.

The form will include crash reports, log files, and system information in addition to your message, which will help our support trace possible bugs.

 

The video signals are stuttering

Under some circumstances the application’s performance may not be as good as expected, and the video in the input and/or output may stutter or show other undesired effects. Try the following to troubleshoot the issue:

  • Restart the application
  • Avoid performing demanding tasks in other applications while working in Reeltime Pro; (if possible, close applications that you do not need)
  • Restart your machine
  • Close application, unplug connected devices and re-open application
  • Check for a newer driver version of your video I/O devices
  • In rare cases, resetting the application preferences can resolve the issue (see above)

Note: Removing devices while the application is running may lead to performance issues; therefore hot-plugging devices is currently not recommended.