You cannot uncheckthe stats once selected

Also, it is worth nothing that you need to click the actual checkbox rather than any of the label area. I believe the is also the case for the rest of the application and I have brought that up before. Labels for inputs should be clickable and that would select / activate / deactivate their respective field element.

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  • I more and more get the impression that wirecast is more for private users, fiddlers, pensioners but definitely not if you want to use it professional.

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  • Do keep reminding the developers of this.

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  • Jens Jarke You may want to explain why to the developers. They'll listen especially if you provide specifics.

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  • #1 the interface freezes. No matter how good or bad the software. This is a no go. Never ever. I rather use a bad software that I can trust because at the end everything relies on it. I get payed if I have happy customers. They aren't happy when the software freezes. And I can abstain the additional stress that this discussion will bring with the customer. It's my fault at the end, no matter what.

    #2 Dev circles. Features and bugs are just taking too long to be fixed. 

    #3 Support. I don't know how good or bad the premium support is but at the end they can't do miricles if #2 isn't getting out anything. So no matter how cheap or expensive the support, it counts what hits the road. And that is .....

    #4 Information+Beta. There are people that are willing to support. Don't kick them in the ass. Say thank you and give them information. The Beta users have signed NDA's. Why are you not telling anything, involving them etc. I don't understand it.

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  • Don't send me any forms to fill, senseless. If the developers don't have the ability to read the forum then fix the issues internally first.

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  • Jens Jarke They only spot check the forum and only occasionally. They spend their time coding. They prefer requests to be fully documented so it's in our database. In fact there was a recent attempt to have someone document the feature request and it was simply an overwhelming job preventing them from doing other work. Our database system is a common industry standard to document this. It allows the developers and coders to analyze and focus on coding.

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  • It seems that others do it differently and can output more frequent releases/fixes. 

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  • CraigS  - I personally agree 100% with Jens Jarke  on this one. I have worked in IT for many years, and I have never seen a company "telling their clients where to go" more than telestream. 

    I speak both as a consumer, and as an IT professional. I have been responsible for managing support organisations. Nowhere else have I seen this methodology. I have written to your CEO and your head of support separately expressing my concerns.

    There is an article in the Harvard Business Review that might be of interest to read. Some quotes from that article include the text below.

    Make it easy. When it comes to service, companies create loyal customers primarily by helping them solve their problems quickly and easily.  ... What exactly does “make it easy” mean? Simply: Remove obstacles. 

    I hope you can take this on board and remove this obstacle. Every time your company tells people to go fill in a form, it comes across as arrogant. Sorry to be blunt, but that is how your customers perceive this.

    GK

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  • Greg Kuhnert We have premium support options for phone support and remote login so that is always an option.FWIW every single software and hardware company i deal with as a consumer, requires a form and then issues a case number.  We can certainly make the form easier but we need standardized documentation.

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  • CraigS - Phone support and remote login are not what I am talking about here. If you'd like me to pull out examples of companies that know how to do support, we can go there.

    Microsoft. They have an interface to their customers for Office 365 support that allows customers to post in a forum. Those items get voted upon, and the ones that make it to the top of the stack get pushed to their DEV tools via an API. They dont ask their customers to jump through hoops.

    IBM - A company that I previously worked for was purchased by IBM. They have multiple entry points - phone, chat, tickets, service teams, etc. No matter which path is taken, if something is broken - it will get moved to software development internally. No extra forms.

    Telestream have two options. Take on board feedback that is being given to help improve the support experience, or remain ignorant. And to be clear, this is not directed at you personally CraigS  - You are following processes. My point is that those processes are less than optimal.

    GK

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  • Greg Kuhnert You may want to take that up with the powers that be.

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  • I think what Greg wants to say is that it's an obstacle to write in this forum and then you have two options. #1 a user (including you Craig) answers and helps, or #2 dead end with obstacles to fill further tickets ending in support. And with ending I meant ending.

    My recent experience with a NDI question to support ended with multiple emails asking what is multicast in combination with NDI. I needed to explain the support what the difference between unicast and multicast are and how this influences a NDI viewing experience. It ENDED by me tired of explaining what I need and expect.

    Honestly, I'm a big fan of Wirecast since the early days but vMix is doing it way better. And I'm getting tired of pushing and pushing against a wall that doesn't move a centimeter.

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  • Jens Jarke said:
    It ENDED by me tired of explaining what I need and expect.

    Sorry about that. Some support people may need references to developing technology. Multicast using RTP for example has been around for a long time. Multicast for NDI is fairly new and some staff are still learning. It's good to provide links. Granted that's a burden on the user. If you run into such issue you can post here and I can help out. 

     

    Jens Jarke said:
    Honestly, I'm a big fan of Wirecast since the early days but vMix is doing it way better.

     It's very important (and I'd say mission critical) to provide your direct comparison and insight to the developers. Be very specific. They have to hear this especially from our most experienced users.

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  • Hey Craig, I have absolute understanding that nobody is perfect. I'm learning myself day by day something new and that's fun for me.

    But what I would have expected from the support is that if the particular person doesn't get it that he/she escalates to another one or the next level. That's how I do it myself as well. And I expect that there is a minimal understanding what Wirecast is, what it does and how it works. Otherwise these people would be better at a cashier in the supermarket.

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  • Jens Jarke While support understands Wirecast I think NDI is new to some people and it's even a bit of a moving target. When NDI 3.5 is released there may be more significant changes. Our higher tier tech may be contacting you shortly.

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  • They did. whoohoo. It sounds promissing. Looking forward to the next version.

    Thanks for escalating Craig.

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  • So... about those check boxes... is anybody else having this issue? 😏

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  • Jens Jarke You're welcome of course (sorry Greg Kuhnert  😉)

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  • Matthew Potter Do report it. I think others have seen that as well.

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