No response in days from RED support

[Daniel Stilling]

I sent in an email to RED support through the website on Wednesday morning. I got an immediate auto reply with a case number: RED#80061. But I haven't heard anything back ever since, and I need the problem resolved ASAP!
here is what I wrote:

I have not been able to output video from the SDI port. It was working fine, and at some point it stopped. I have changed settings from 1080 to 720, 23,98, 29,97, 60 and none of the possible combinations work. Video out of HDMI works. I have marked enable on the SDI dialogue. I have 2 other Scarlets that work, copied the settings to 1192 still no joy. Tried the latest 3 Beta and release firmware, no different results. please advise.

 

[Brian Merlen]

I am assuming you changed the cords, and tried different monitors already, being that you have other camera bodies to test with you must surely have done this...

In which case I would think you might be dealing with a blown out port and need to send the camera in, call them and try emailing your rep again. They are typically pretty prompt at helping you, but maybe your reps not in full time? Sometimes my rep isn't in for some reason and another one handles my issues

 

[Bill Goehring]

I've found that calling your Bomb Squad rep is the quickest, surest way to get help.

 

[Felipe Mozqueda]

Hi Daniel,

Can you please send us a log file from your camera for diagnosis so we can assist you with troubleshooting?

Thanks,
Felipe

 

[Daniel Stilling]

I'm getting full attention now, I have been emailed several times. It just took a while