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3 Red Dragons on feature film, one of them died.

Christopher-lee dos Santo

Christopher-lee dos Santo

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Hi guys,

Kinda need some urgent help here.

We're in week one of production for a feature film here in South Africa, and one of our dragon cameras (which we own) has started misbehaving.

Please see attached pic below. The Camera has these red lines/streaks that run from top to bottom of the image. When pressing record, the camera gives an error and then shuts down.



If we let her warm up, she suddenly is ok again and we can film with her once she is at operating temperature.


Please advise.
 
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Might be bad board I'd try factory resets and firmware roll backs with AC power and no accessories but plan for a rental backup
 
Had the same problem just after receiving my Dragon except the lines were green. At first it did the same thing, the lines would disappear once the camera came upto temperature. In under a day the lines were permanently there. Unfortunately the camera had to go back first to red Europe and then to Irvine. I believe it took just over a month to get the camera back. Red were very good at helping me out when required.
 
This looks like a call to RED and then a call to FEDEX. The good thing is RED is awesome about being as helpful as possible in these situations.

File a support ticket with log file, etc.
 
So Red Engineers have responded to my support ticket and log file and it looks like I need to send this camera back to RED. The sad thing is, I bought this camera for this specific feature film I am directing/producing and on the second day of shooting, it breaks.

Sigh.
 
Christopher-lee dos Santo said:
So Red Engineers have responded to my support ticket and log file and it looks like I need to send this camera back to RED. The sad thing is, I bought this camera for this specific feature film I am directing/producing and on the second day of shooting, it breaks.
Click to expand...
Unfortunately, with any mission-critical piece of gear like a camera, you have to have backups -- or at least, have the ability to rent or borrow a backup in the event of an emergency.
 
Red customer service is so good, you can hear it's good over and over again, but you'll still be astounded by just HOW good the first time you call on them. Don't worry.
 
Yes I can testify to Red's excellence in situations like this.... had a similar issue... red line on over exposure.... fortunately it happened during a test and not the real job. In my case they sent down a replacement camera from Pinewood in 2 hours... it was absolutely outstanding customer service. However these little bugs here and there are adding to a reputation that Reds can be touchy... I hope Weapon will solve some of these reliability issues. I love Red... Dragon in particular but I've had to send the Camera back for repairs 3 times since November.... I completely understand that all technology can have issues.... I hope Weapon's design is more durable.
 
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NOSA OBAYIUWANA said:
Yes I can testify to Red's excellence in situations like this.... had a similar issue... red line on over exposure.... fortunately it happened during a test and not the real job. In my case they sent down a replacement camera from Pinewood in 2 hours... it was absolutely outstanding customer service. However these little bugs here and there are adding to a reputation that Reds can be touchy... I hope Weapon will solve some of these reliability issues. I love Red... Dragon in particular but I've had to send the Camera back for repairs 3 times since November.... I completely understand that all technology can have issues.... I hope Weapon's design is more durable.
Click to expand...

Unfortunately, it seems to be just the luck of the draw with electronics. I've had zero issues with my Epic since 2011 and so has many others. I don't think it's a design issue so much as just some parts go bad quickly sometimes.
 
It's also luck of the draw when it comes to getting a loaner camera from RED.

I really wish RED would invest in a fleet of loaner cameras for situations like this. They wouldn't have to free but to be able to always get a loaner in situations like this would be great.
 
I am looking for an Epic X dragon whitout red armor. I believe it's a.rockstable system so i didnt looking at all for the armor. So i am just in trouble with that when I read this topic, whats happen ?
 
The camera has been fixed and has already been sent back to me by RED. They paid for shipping the camera back from South Africa to them, and then back to me after repairs. RED's customer support is bloody amazing. I have never experienced support like this. They constantly kept me in the loop, with more than three reps constantly checking up on me. They were always positive and supportive. They offered me a loan camera that was ready to ship right away for me to use whilst my camera was in for repairs.

The problem seems to have come from an internal board that was not performing up to spec. They simply replaced the board.

Thank you Darryl, Sam, John, Felipe and Dan for all the support and help. You guys really are amazing.
 
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