Frequently asked questions

Silverstack provides general and advanced support for a lot of different media formats. Learn more about supported formats for Silverstack XT and Silverstack Lab.

If you experience a problem with the software or don’t understand a specific feature, please get in touch with us through our contact form.

In the rare case that Silverstack hangs or crashes repeatedly, you can automatically send reports to our support team: – Choose the menu Help > Contact Support – Please enter your personal information (name and email) so we can contact you – Enter a short description: – What steps do you perform in the software that cause the issue? – What happens when you perform these steps? – What would you expect the software to do instead?In addition to your message, the form will include crash reports, log files, and system information that will help our support team trace potential bugs.

Certain camera formats require Silverstack XT or Silverstack Lab. When trying to work with those camera formats in a Silverstack Basic project, you get a warning. To be able to ingest all the metadata for those clips and view them, you will have to upgrade your Silverstack license. Please visit the Silverstack Upgrade site for more information. Once the upgraded license is installed, you need to re-ingest the clips to read the metadata and work with them as usual. For a detailed list of the supported formats, please check the article Assets in Silverstack.

Silverstack updates will be delivered automatically through the built-in update mechanism. If you disabled automatic updates, you can start a manual update via the Silverstack > Check for Updates… menu.

One license allows you to use one copy of the Software on one single computer. But you can transfer a single seat license from one computer to another. In order to move your license to a different computer, you first have to deactivate the license on the original computer. Now the License Key is free to be activated on the software download on the second computer.

Please reinstall Silverstack on your old computer and activate the software again. After Silverstack is activated, please go to the license menu and deactivate your license from the computer. You can now activate the license on another computer. If this is not possible, please send an email to support@pomfort.com. Sign into to your Pomfort account to check whether your license is activated and on which computer it is enabled. More information about the Pomfort Account can be found here.

Each Silverstack license key can be activated on one computer at a time. If an error message appears when you try to activate your license on a new computer, please check if the license was deactivated properly from the original computer. You can do this by signing into your Pomfort account. The license status needs to be shown as “Inactive” to activate the license on another computer. If this is not the case, please deactivate your license from the computer that it’s shown as “in use on”. Find more information about the Pomfort Account here.

Just send an email to support@pomfort.com and we’ll send your license again.

Yes, the library and all settings created during the trial will remain the same in the licensed versions of Silverstack or Offload Manager

There are two ways to submit feedback on our products. For bug and crash reports, please use the Silverstack integrated bug report mechanism available via the Help > Send Bug Report… menu. The bug report incorporates run logs, crash logs, preferences and information about your system. The information you submit via the bug report mechanism will not be used for any means other than identifying and fixing the submitted bug. For feature requests and questions about our products, please use our contact form.