No not in theory, in reality. This is the problem, people are so wishy-washy. People need to say what they mean. “Oh this might be a solution, that might be caused by something” No-one says “this is it, that is the problem, this is what we are going to do”.
A sad indictment on society as a whole.
I never thought of that, though it makes sense from their point of view.
Your reality is different to mine. I’ve worked in software for nearly 40 years.
As I follow the BMD forums, I can tell that there are a huge amount of users that are experiencing the same problem over and over again.
Yes, BMD software do suffer from bugs, but there are a constant stream of users complaining about the software turned into free version even though they have a license for the Studio version.
Or that they downloaded the licensed Studio version but the download only contains the Free one.
As always - it is them who have clicked the wrong link.
It happens time after time. Day efter day.
The user does not read or follow the instructions. Are BMD responsible? No.
Could BMD do something about it? Yes.
Better instructions, better naming conventions, change in splash screen design etc.
Pretty much same with crashes in Resolve. Very often due to old legacy plug-ins, incorrect graphics drivers, incorrect install procedures or paths for databases etc.
Their support staff is very active on their forums but it’s a constant stream of repetitive problems due to the same user errors. Often in the same threads as well as the users don’t read the lines above or believe they are more unique than everyone else.
But the support process is the same every time. Their staff go through the exact same instructions with the users time after time.
Generate logs, upload or share, analyse and tell the user what they have done or not - often opposite of what the users previously have stated - and what they need to do to resolve it.
Same procedure every time.
No difference if it’s a bug or user related issue.
Whilst I too would be somewhat annoyed at a similar response and after reading your post expected similar I did however receive a response detailing the fact the hot fix had been released and to try that if I hadn’t already and to go from there if still having issues so maybe (and I’d still say that’s not a good enough) you just got caught in the space before everyone at DxO was on the same page and the ‘advice’ offered was genuine from someone who really probably should have know there was an issue being worked on/fixed but maybe didn’t/hadn’t been informed.
If that is the case though. DxO need to address their internal communication too never mind to their customers.
I complained and got an equally annoying response to that. Along the lines of “when you reported it we didn’t know there was a bug yet.”
Probably a true statement. But… their reply to me arrived at almost exactly the same time as the bug fix release. I’m pretty sure they knew about the bug at that stage if it was already fixed!
I am surprised they didn’t ask you to turn your computer off, waiting 30 seconds and then turn it back on again. The computer industry used to use that for 20 years, used to make me roll around laughing when someone said that to me.
The DXO one was delete the database
Laugh all you want, “turn it off and on again” remains one of the most effective troubleshooting tools. Literally this afternoon, my phone couldn’t see the internet. I turned off the radios and back on and viola. At lunch time, my AirPods were misbehaving. Guess how I fixed them.
For anyone who has had anything to do with IT support companies, it solves less than 3% of problems but removes between 10-20% of people from the queue.
I’m an IT service guy and cannot confirm your statement. Sorry
There was issue with release 9.3.0.33 that caused the optic module to not being applied. It was fixed in release 9.3.0.35 so make sure you run that latest hot fix to the issue.
This is valid for Macintosh only. Win Versions have different build Numbers.
Let me repeat:
Wenn Sie nichts zu tun haben, tun sie es nicht hier!
Why in German? Because “Streng Verbotten” sounds better.
If you worked further up the food chain the management statistical analysis would confirm what I said.
I can’t believe no one has commented on the fact that this bug is in versions 7, 8, and 9. Where are the complaints from previous versions? Did nobody notice?
I have literally worked in technical support for 38 years. As well as supporting myself with all manner of hardware and software. 3% is way on the low side.
And you are disclosing it all publically to an unknonwn person.
Not being funny, management analysis tools aren’t usually the domain of tech support. Maybe with whatever you support the figures are higher. I can only tell you that I have the the data and it was about 3% on a consistent basis. Some products slightly higher, some lower.
Why not? I don’t work in the industry any more. I don’t think it is that great a secret either. Jeez…………………. Everyone know the crap that companies do. Texts and email sent out that you can’t reply to…………… all this stuff is designed to improve communication, one way. It costs them money to deal with incoming calls, they really don’t want them.
IT support is great if you can get through to someone good but the better they are teh more they cost. So you have to triage. First point of call is “Turn it off, wait 10 mins, and then turn it on. You should be ok then. If not ring us back.” Just kicking the problem down the road……………………………………………….