Support lacks?

Now i try here.... can anyone from Telestream help me with a reply to my ticket 6th   november'Telestream Case #00611942 - wirecast, rendezvous and reconnections'? Seems they already have taken off for Christmas. Tried to write support again but they haven't replied.

Best regards

Mark.

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  • You can follow up by email with the case number and ask for a status update. Some issue take some time to investigate and determine the fix and then develop the fix, test, implement in an update. Sorry but some issues are complex and take time. Rendezvous issues may involve server side work as well as work in Wirecast.

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  • I have replied to your case numerous times. We have records of it. Please check your spam filter as it could be going in there. I will reply yet again with my response from the day you initially sent in your request. I will attach a screen shot here showing it. Here you can see with the screen shots, that your questions have been answered numerous times. Please check your spam filters. CraigS

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  • Stephen Heywood hi. I haven’t received them. I need to check why. Sorry for that. Regarding the question mark it’s quite unprofessional to show a big red question mark in a live stream. I can’t be the only one who has this problem? About auto live this could be a way to at least get the picture on the stream when connection comes back. Will it do this with auto Live? But this question mark....

    best wishes

    mark

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  • Mark Hildebrandt said:
    Regarding the question mark it’s quite unprofessional to show a big red question mark in a live stream. I can’t be the only one who has this problem? 

    Hi Mark.

    I am in 100% agreement with you. This needs to be configurable. This has already been submitted as a feature request to wirecast under JIRA ticket WIRE-12911, and is listed in the community tracker here.

    To help show your support for this feature request, please quote the jira ticket in your correspondence to the support team. Also, click on the link to the entry in the community tracker and VOTE for this enhancement.

    Thanks.
    GK

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  • Greg Kuhnert Hi Greg, thanks for your support.

    Yes it's totally impossible to use this in a professional set up - which i assume wirecast want to be? Furthermore i'm stunned (in a negative way) about the arrogance Stephen Heywood replies me with "unfortunately this is by design and there are no plans to change it". WTF!!!!.....

    I think I have had wirecast since version 4... Is that the way they treat a loyal customer? don't you listen to your customers needs or how should this be translated? Please step up, Telestream! 😡 CraigS

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  • Greg Kuhnert Stephen Heywood CraigS just tested the auto live. Even if it goes live automatic when getting the connection back to the rendezvous cam (which it actually doesn't...) then how can anyone professionals live with a questionmark in a livestrem if connection is lost? That's really to make us like stupid animal, if Telestream thinks that's good enough for us. After all, the application cost 1000$ right?.... This HAS to get fixed in some way. First with removeing that big red questionmark. What about making a function which allow us to decide what's coming up, if you can't fix that the signal goes live when it comes back, which I actually don't understand why you can't fix. It's just making a special rule for the rendezvous source that this has to be live always, when set in program/live.

     

     

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  • Greg Kuhnert CraigS Stephen Heywood  this needs to be fixed! acutally this is close to what I call a crash in making livestreaming, t least a big, big bug.

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  • Greg Kuhnert i've posted a comment under your entry + vote. ANything alse I can do except hoping for the best?....

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  • The program will have to present some icon of some sort when a connection is lost. If it were replaced with something else it may just be another variant of confusion or annoyance. Would a checkerboard be "better?" If it were simply black that, in and of itself, would be a point of confusion since the cause is less obvious. 

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  • CraigS said:
    If it were replaced with something else it may just be another variant of confusion or annoyance.

     Hi CraigS

    In my request, I suggested to make it configurable. What you could do for example is to put a station logo or something in there instead of a big red question mark. But some people might prefer black... Thats OK too. Make it configurable.

    GK

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  • Greg Kuhnert said:
    Make it configurable.

     Keep in mind that all development is relative in priority. You'd want to make a case that this is a higher priority than some other features.

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  • CraigS said:
     Keep in mind that all development is relative in priority. You'd want to make a case that this is a higher priority than some other features.

     Hi Craig.

    I agree. 100%. I've had those discussions with other Telestream team members. Lets unpack this problem.

    There are two dimensions.

    1. Will it be done (Yes or no). Its in the queue, or its in the bin.
    2. When will it be done (Estimate)

    I think we are all mature enough to understand scheduling. Previously, both of the above have been invisible to the community which has caused pain. Answering at least the first question will help reduce the pain.

    In partnership with some Telestream team members, we now have updates in the community tracker that I've created to clearly answer the first question. But equally importantly, the community can vote on these items to show their support which may bring them forward.

    I think this approach will improve the way the pipeline is perceived - if there is a view of it!

    GK

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  • Greg Kuhnert said:
    Will it be done (Yes or no). Its in the queue, or its in the bin

     Good question. Best way is get a ticket and then ask for a status update at some point. You may get a decision at that point.

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  • CraigS said:
    Best way is get a ticket and then ask for a status update at some point. You may get a decision at that point.

    Be careful what you wish for. If we assume I have one ticket open for every community portal entry, I'd be asking for updates on many items. And assuming that the answer is "I don't know" on 95% of them, should I ask again the next day, and the next day? That is really just not scalable.

    This is why I've been working directly with Telestream management to get updates in bulk... and getting this updated on the portal I built.

    GK

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  • Greg Kuhnert said:
    I'd be asking for updates on many items.

     The case number is for just such communication.

    Greg Kuhnert said:
    should I ask again the next day, and the next day?

     It may not change day to day but generally after each update would be a reasonably time to check back in. 

    Greg Kuhnert said:
    This is why I've been working directly with Telestream management to get updates in bulk

     bulk rate holiday discounts apply. 😉

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  • CraigS  Greg Kuhnert  I think it's strange to me, that - as a user of this program for 7 versions - you, Craig, tells me what would be best for me. I'm sure to know that I knows best what's best for me, right? It obvious that a big red question mark is totaly unacceptable for a livestream. also that when a connection is lost, why not make it possible to choose if it should go live immediately when the connection comes back instead of a red question mark, which only disappears if I do some actions to make it disappear. And no; we don't get confuse4d if we get the possibillity to change thoser settings by our selves. WHy don't ask us, if you are so unsure about we can handle that kind of dissicions...?

    I put up som ideas as well as Greg did. Why not listen to your users? Very strange to me if you doesn't. After all it's the customer which pays your wage. Period.

    Mark.

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  • Mark Hildebrandt Development may be weighted by the number of requests and time required to implement. We haven't had many requests for this over the years. If more people requested it the priority certainly would increase.

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  • CraigS  this feature is useless for me with a big red question mark all over the screen. It doesn't make sense if you dont understand that for a producers perspective. I suggest you take my feature request serious. It's not webtv from fifth grade i do. Please come into the real world. Thanks.

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  • Mark Hildebrandt Please do make a strong case for it when making or updating your feature request.

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  • why should I make that request, which already in the big picture has been made by Greg Kuhnert?

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  • Mark Hildebrandt Requests may be measured by the number requesting it. 

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  • CraigS  are you working at Telestream? Then I think i have mentioned for you and Stephen Heywood  the issue enough + used enough time here for you to weight if this request is serious or not? Please hand it over to whom it would concern, i.e. sales department (selling enough numbers) or the devolopment department (listening to your customers). That's how we deal with such things here in Denmark. Thanks.

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  • Mark Hildebrandt The developers want to hear directly from the customers not us.

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  • OK CraigS  I'll make one. Can you provide me a link? Thanks. Mark.

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  • Mark Hildebrandt 
    Wirecast Feature Request Form
    You can explain the circumstances where the "?" appears and what you'd prefer instead.

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