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  • Hey all, just changed over the backend after 15 years I figured time to give it a bit of an update, its probably gonna be a bit weird for most of you and i am sure there is a few bugs to work out but it should kinda work the same as before... hopefully :)

I think my BT Scarlet-X is broken... records wacky screwed up shit, sensor problem or

Seems to me you haven't really done anything other than continue to try the same things (blackshade) expecting a different result? Did you try reseating the SSD module?

Obviously the camera worked for the shoot that it was on... So it can't be completely boned unless the shipper was Ace Ventura.

 
I did switch out the SSD when trying the black shade hoping it was a bad SSD. It wasn't.

Plus, the corrupt frames are still happening when recording.

Plus it's kicking me an error # now off and on.

And I did re-seat the SSD module, and the side handle, hoping it was simply a connector issue. It isn't.

I'm pretty sure it's completely boned.
 
On reloading the firmware:
If you'd read my posts, you'd have noticed that this is a brand-new, straight-from-RED, according to Jarred "extra QA"'d BT Scarlet.

Now, were this a normal camera that'd been used for a bit by me, yeah- I'd reload that firmware. But since it just (2 days ago) passed RED's QA process a second time, I'm not inclined to reload the firmware. Not only should it be perfectly fine, but also if it's a 90 day warranty camera that's not holding its firmware properly? Shit, that means it's a lemon with serious hardware issues. Not something one wants to be stuck with after 90 days, for sure. And not something I can afford to be out on a shoot with and have fail.

Keep in mind I have been a RED customer since 2007.
 
patrickortman said:
On reloading the firmware:
If you'd read my posts, you'd have noticed that this is a brand-new, straight-from-RED, according to Jarred "extra QA"'d BT Scarlet.

Now, were this a normal camera that'd been used for a bit by me, yeah- I'd reload that firmware. But since it just (2 days ago) passed RED's QA process a second time, I'm not inclined to reload the firmware. Not only should it be perfectly fine, but also if it's a 90 day warranty camera that's not holding its firmware properly? Shit, that means it's a lemon with serious hardware issues. Not something one wants to be stuck with after 90 days, for sure. And not something I can afford to be out on a shoot with and have fail.

Keep in mind I have been a RED customer since 2007.
Click to expand...

Reloading the firmware can't hurt - it might be all RED does. This way if it's fixed you'd have a working camera today.

- Paul.
 
I'm not saying re-seat the SSD/REDmag... I'm saying re-seat the SSD MODULE... as in the entire slot that is connected to the side of the camera. Aside from that, you're going to need to send it in... OR if you know someone else with a DSMC RED, you could try their SSD module and see what happens.

Also, is it on all the time, or just every few frames?
 
I second the suggestion of reloading the firmware.

When my camera acts up I reboot and if that doesnt work I reinstall the firmware. Has worked every time. In your case I think reseating the SSD module is a good idea too.
 
Antonio Ribeiro said:
Hey Patrick,

Really sorry to hear. good luck with it and let us know what happens. I will certainly post here when I hear back from RED.
Click to expand...

Antonio,

I am worried that we have a disconnect somewhere.
This is the first I have heard of your issue, and you should not have been left for 2 week period without contact.
Can you e- mail me direct and I will investigate. Alan-at-red.com.

Alan
 
Thanks guys. Yeah, you may be right- reloading the firmware may be all RED does, too.

BUT... the idea of getting a camera with a 90 day warranty that doesn't work out of the box, brand new, QA'd from the mothership... makes me very leery of using this cam on jobs. My R1 was never like this, and it feels like there's a serious hardware fault in the Scarlet if she can't even hold her firmware for 3 days.
 
i got my BT scarlet....and had issues with the canon mount form the start...had to mount- remount lenses to get aperture read out.....or i would get funky aperture numbers....took the whole mount off, cleaned the connections a little and it seems to be fine now....

btw: i was NOT on the latest firmware.....so really the first thing i had to do was update the firmware....which i thought was strange since these cameras supposedly came right from a special quality check up? nobody even updated firmware or put a lens on it? seemed strange.....

strange is also the "send it in, they will take care of it" approach mentioned here over and over....this process seems to be at least a week.....
don't get me wrong...but i have yet to hear from a 5D to have any issues...ever...especially not straight from the factory.....

i also don't get the bomb squad idea....so we all have a person to talk to ....which is great! i don't have anyone to talk to at canon but IF anything goes wrong, i have parts replaced within days....possibly loaners....no i don't know the person who takes care of it but i do know that the "system" does...better....

i knew that getting a red is pretty much stepping into constant beta territory....there really is no other option to get these files, so i am willing to put up with it....
but i was expecting more from a "small, community, hands-on" company in regard to customer relation...the people are great but something in the organization is not really right...

an expample before i get off my soap box: i ordered the red mote with my original BT order.....before i went to pick up my scarlet, i changed my mind to get the side handle (and volts,....) instead....red irvine could not change my order (no problem)...so i drove to hollywood on my way back, picked up the handle (volts,...)...was not able to return the red mote (unopened of course) at the store (?)...ok...had to get an RMA...send it to irvine....they got it 2 days later....it's been 3 weeks....i really don't care but for red that means that something that has been sitting there for 3 weeks still has to be dealt with....i understand they are busy but this is the easiest refund ever....not opened, returned the same day it was picked up.....some one has to deal with this 3 (4, 5, 6?) weeks after the fact which makes things a lot more time consuming.....not efficient at all....

a suggestion: there is a retail store in hollywood....with the studios....why not make a repair center there? there are so many reds in this area....take a load off irvine....seriously cut down on return time by making an assessment/drop off/trouble shoot booth.....call it the RED BAR and get a genius behind it....there is a reason apple has it....it saves them a LOT of time and money (in the long run)...
 
Just an interjection - I think the only way to truly evaluate RED's support is over time. Sure, they can stumble sometimes. And in trying to get all these BT Scarlets out to eager customers, they may have rushed a little too much and created some errors. I am confident they will make good and over the next several months, new owners will see how dedicated and reliable they are. Believe me, I was disappointed that my Scarlet (received in February) had to go back three times to get the same problem fixed. But RED was great each time and always came through. Shit happens, it can't be helped. The way they deal with it is very professional.
 
Keys to great experience with RED if you have a problem. - 100% succss rate in 4 years.

1. Dont post the problem here first
2. File a support ticket with tech support AND your Bomb Squad rep
3. Vent all of the above concerns Privately and thru email
4. give them a chance to remedy and fix it.
5. Avoid coming on here to complain except as a last resort and/or if RED is slow to respond
6. If you do have no choice but to post... then Try to avoid negative verbiage like "lemon" and other drama filled descriptions (this is especailyl true BEFORE the problem is diagnosed or you are just spreading FUD for competitors and TROLLS
7. Be succinct in the description of issue as others may be able to help...


Postong publicly "Oh man Ill never trust this on a job" does not give me confidence to offer help, especially as its obvious you came here first and didnt give support a chance to respond to your issue.

You seem to have convinced yourself its catastrophic before any confirmation of the problem.. this may lead to stress and health problems. You have a warranty, stuff happens.

Misery loves company and not surprisingly several jumped on here with more negative comments. Again,, nothing wrong with being disappointed, but airing your issues before giving them a chance to remedy seems wholly unfair.

Good luck with your issue, I trust it will be resolved as i also know REd goes above and beyond to make things right. By far the best camera service I have ever received from any company... give em a chance!
 
Tim,

I respectfully disagree with a lot of points in your post.

1) "Don't post the problem here, first" and "Avoid coming on here as a last resort"

Seriously? I've been a RED customer since 2007. The first place we go- the very first place- when things go wrong is to REDUser.net. We do a search to see if anyone else has had similar issues, and what their resolution was. If it's an easy fix, we fix it ourselves and move on. That's how we roll. Discouraging people from documenting bugs and problems with their REDs on REDUser for fear of "trolls" and whatever is just about the dumbest thing I've ever heard in my life. And having this stuff on REDuser absolutely helps RED lower their support costs as well as helping out the general community of RED users. In this case, I saw (and still see) no definitive answer to the corrupted frames issue, nor have I seen much about failed black shading resolution.

2) The words used. Hmm. Well, in my case, my Scarlet IS a lemon, and is headed back to RED for fixing or replacement. As always RED support did a great job. RED QA fell down on the job, however, as my camera had issues right out of the box. I can't think of a nicer word for my particular Scarlet, can you? Perhaps "performance-challenged"? I'm slightly joking, Tim, but seriously- encouraging censorship (even self-censorship) is a really uncool position you've taken up with regards to REDUser. As for the "competition" hearing about QA issues? Fuck 'em. They're miles behind RED right now, and part of the appeal of RED is their pirate mentality. RED's not defensive, RED's about offense. Encouraging people to begin circling the wagons is bullshit.

3) Posting publicly I'll never trust this on a job is NOT exactly what I said, by the way. I did say something similar, but not that- you made it more drama-filled. Yes, it gives me pause to take this particular Scarlet on a shoot somewhere (like the UK, I leave in a couple weeks for a job in London) without backup. What's unreasonable about stating that, in response to someone yelling REINSTALL THE FIRMWARE!!! at you?
 
Tim Whitcomb said:
Keys to great experience with RED if you have a problem. - 100% succss rate in 4 years.

1. Dont post the problem here first
2. File a support ticket with tech support AND your Bomb Squad rep
3. Vent all of the above concerns Privately and thru email
4. give them a chance to remedy and fix it.
5. Avoid coming on here to complain except as a last resort and/or if RED is slow to respond
6. If you do have no choice but to post... then Try to avoid negative verbiage like "lemon" and other drama filled descriptions (this is especailyl true BEFORE the problem is diagnosed or you are just spreading FUD for competitors and TROLLS
7. Be succinct in the description of issue as others may be able to help...


Postong publicly "Oh man Ill never trust this on a job" does not give me confidence to offer help, especially as its obvious you came here first and didnt give support a chance to respond to your issue.

You seem to have convinced yourself its catastrophic before any confirmation of the problem.. this may lead to stress and health problems. You have a warranty, stuff happens.

Misery loves company and not surprisingly several jumped on here with more negative comments. Again,, nothing wrong with being disappointed, but airing your issues before giving them a chance to remedy seems wholly unfair.

Good luck with your issue, I trust it will be resolved as i also know REd goes above and beyond to make things right. By far the best camera service I have ever received from any company... give em a chance!
Click to expand...

sir you are a joke :)
 
Tim Whitcomb said:
Keys to great experience with RED if you have a problem. - 100% succss rate in 4 years.

1. Dont post the problem here first
2. File a support ticket with tech support AND your Bomb Squad rep
3. Vent all of the above concerns Privately and thru email
4. give them a chance to remedy and fix it.
5. Avoid coming on here to complain except as a last resort and/or if RED is slow to respond
6. If you do have no choice but to post... then Try to avoid negative verbiage like "lemon" and other drama filled descriptions (this is especailyl true BEFORE the problem is diagnosed or you are just spreading FUD for competitors and TROLLS
7. Be succinct in the description of issue as others may be able to help...


Postong publicly "Oh man Ill never trust this on a job" does not give me confidence to offer help, especially as its obvious you came here first and didnt give support a chance to respond to your issue.

You seem to have convinced yourself its catastrophic before any confirmation of the problem.. this may lead to stress and health problems. You have a warranty, stuff happens.

Misery loves company and not surprisingly several jumped on here with more negative comments. Again,, nothing wrong with being disappointed, but airing your issues before giving them a chance to remedy seems wholly unfair.

Good luck with your issue, I trust it will be resolved as i also know REd goes above and beyond to make things right. By far the best camera service I have ever received from any company... give em a chance!
Click to expand...

Last time i checked this wasn't NorthKoreaUser.net
 
Terry VerHaar said:
Just an interjection - I think the only way to truly evaluate RED's support is over time. Sure, they can stumble sometimes. And in trying to get all these BT Scarlets out to eager customers, they may have rushed a little too much and created some errors. I am confident they will make good and over the next several months, new owners will see how dedicated and reliable they are. Believe me, I was disappointed that my Scarlet (received in February) had to go back three times to get the same problem fixed. But RED was great each time and always came through. Shit happens, it can't be helped. The way they deal with it is very professional.
Click to expand...

i am not sure how having to have the same problem fixed 3 times with a new camera can be in the general professional area....

my 25 years experience with cameras has shown me that the higher priced, specialized, smaller company items need back up....my phase backs, rolleiflex and leica all broke down during a shoot....canon, nikon, sony...never...

when i got the scarlet i knew i would always have to have a back up with me....so until i can get an epic this will be something lesser and hopefully my clients understand if something goes wrong....
 
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