FAQ

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How to contact technical support?

When contacting technical support, it is necessary to specify the serial number of the system and describe the problem in detail. Most of the problems can be dealt using Remote Support. Therefore we recommend connecting your system to the Internet, activating Remote Support and providing support the ID number of remote connection. Leave the system permanently connected. This will allow technical support to troubleshoot without your participation.

Support is available from 7 to 17 pm (GMT), Monday to Friday. If you do not have premium support level, you will get a response within one business day.

All requests get automatic notification of receipt with assigned request number. Make sure to check your spam folder if you don’t see this. When further communicating with technical support, please use Reply to keep the same subject line.

In the future do not use already assigned request number for any other problem.

Where can I find the serial number?

The serial number is shown on the desktop and can also be found on product label on back panel.

GoalNetCam serial number is on the back of the camera body and is also on its receiving unit.

vR-Cam serial number is on the top side of the camera body and on the front side of its service unit.

Where can I find the Remote Support?

Remote Support shortcut is on the desktop.

Label 'Remote Support'

What if I do not have Remote Support?

If Remote Support is not on your system, then you need to download and install it yourself. For download and installation instructions, click here.

The system will does not boot.

You can restore the original configuration of the system using the supplied USB Recovery Stick. This procedure takes a few minutes.

If, after the recovery the system still hangs up, contact technical support.

I installed a new video card driver and nothing works.

Slomo.tv servers are highly complex hardware-software systems with carefully chosen and tested hardware and software components. Therefore, any modifications, including operating system updates, installation of additional software, drivers or changing network settings or disk configuration, voids the warranty and can lead to erratic performance or complete failure.

You can restore the original software configuration using the supplied USB Recovery Stick.

How to make the transition from Windows XP to Windows 7?

Recent versions of our software are optimized for Windows 7. Transfer to Windows 7 is done at the factory for a nominal fee.

What if video windows layout on the screen is not correct?

Close the program. Make sure that your monitor has 1920x1080 or 1920x1200 resolution. Change the monitor if it does not support the recommended resolution.

Check system settings for appropriate resolution. (Right-click on desktop area → Screen resolution).


Recording and replays

What to do if T-bar will not set to zero (calibrate)?

  1. Close the program;
  2. turn off the power to Control Z controller (switch on the rear panel);
  3. hold down the 'Event' button and turn it back on
  4. hold down the 'Speed Range' or 'Event'[1] button and turn it back on. After that release the 'Speed Range'/'Event' button and follow instructions on the display.

After completing calibration turn the remote control off and back on.

[1] If you are using the button 'Speed Range' displayed no instructions for calibration, you must use the 'Event' button.

[2] If your controller has Keypad type 2 ('Enter' is in the upper right corner) when instructed to press the 'Enter' button press '9'.

Keypad type 1     Keypad type 2
Keypad type 1     Keypad type 2

What to do if Control Z does not work (display has no info).

The remote control is not detected by the system. Try the following:

  1. Turn Off/On Control Z using the switch on its rear panel;
  2. Restart the server.

Contact support if this did not fix the problem.

What if using Jog/Shuttle does not produce the desired scroll speed?

We use two types of Jog/Shuttle:

  1. Type 1 (Sony mechanism) - which controls both functions depending if it is pressed down or not;
  2. Type 2 - with separate Jog and Shuttle wheels.
Jog/Shuttle type 1     Jog/Shuttle type 2
Jog/Shuttle type 1     Jog/Shuttle type 2

They not only have different mechanism and appearance, but also different dynamic characteristics. The software uses special intelligent algorithm to control the scrolling through the recorded material speed.

Each operator can experimentally select the appropriate algorithm parameters. Use Tools → Settings → Jog/Shuttle type: Jog/Shuttle type 1 or Jog/Shuttle type 2.

Pressing Control Z numeric keypad does not lead to results described in the manual.

Keypad can either type 1 or type 2 as shown below:

Keypad type 1     Keypad type 2
Keypad type 1     Keypad type 2

Select the correct type as follows: Tools → Settings → Remote Control type:

Select Jog/Shuttle type

When a new project is open, the system indicates that available space for one channel is considerably smaller than in others.

Message about no free space on disks Message about no free space on disks

This indicates that there is not enough free space. Delete unneeded projects using Tools → Change Project → select unneeded → Delete Project.

Delete Selected Project

Password for delete

Confirm Delete

What to do if there is not enough free space on disk?

Message about no free space on disks Message about no free space on disks

In this case you should delete unneeded project(s) using Tools → Change Project → select unneeded → Delete Project.

Delete Selected Project

What to do when opening a project, the system asks to check disks configuration?

Message about no DMR™ disks Message about no DMR™ disks

This situation may occur when the system is configured for DMR™ recording, but disks are not physically installed.

Close the program, install disks and run the program again.

To configure DMR™ recording over the network, specify the path to the network folder in which you want to record: Tools → Change Project → Enable DMR → Browse.

Browse

If you do not need DMR™ recording, you must change configuration to work without DMR™. Tools → Change Project → uncheck Enable DMR.

Enable DMR

What to do if there is no video on input video window(s)?

This can happen for several reasons:

  1. The source does not supply video signal or the signal is in the wrong standard for which the system was configured.
  2. Check the feed using professional video monitor displaying characteristics of the input video signal.

  3. Video source is OK, but there is a defective cable or video adapter. Check, or better yet, replace the suspected items.
  4. There is a faulty input connector or video card(s) did not initialize at system startup.
  5. Check messages in the notification window. If all cards are initialized then most likely the problem is the input connector or the video board itself. If not all the video boards are initialized, reboot the system:

    AVIO board not work properly

The system itself can be used as a generator of video signal. Connect the video output to the input of the channel where there was no video. After starting the program the suspected input will receive a signal in a format for which the system was configured. If the video input is OK, the window will display:

  • The serial number of the system;
  • The output number;
  • Standard and resolution of output signal;
  • The output designation.

This information will be on the output from the start until there is another output video, i.e. until you start working with the video.

Video out slomo.tv

What types of disks are recommended for DMR™?

We recommend Western Digital RE

We have tested:

  • WD5002ABYS (500Gb),
  • WD1002FAES (1Tb),
  • WD1002FBYS(1Tb),
  • WD2003FYYS (2Tb),
  • WD2000FYYZ (2Tb)

I want to use some project clips in the future. How to do it?

You will need to export clips and add them to OnAir. Click Tools → Export OnAir (license required).

Export Onair

If "Combine Clips to one movie" was chosen, then all the clips will be recorded in a single file together with .xsm file. After that in the new project you can import the playlist, selecting this .xsm file.

Import Playlists

How do I use on my system clips from another system on the network?

The easiest way — is to have the clips in OnAir of the other system as described above, and give network access to your system so the operator at the other system will import the playlist to your shared disk.

A faster and more convenient solution is using the Transfer or Direct Connect licensed option.

Options can be acquired by contacting support.

How do I insert graphics with alpha-channel?

The system should be configured for working with alpha channel. To use the TGA sequence with alpha channel it has to be imported. It will appear in the CG/Paint tab.

To import a TGA sequence open Tools → Import video to CG/Paint and select the desired file.

Open TGA Import TGA

After import you will need to set clip options:

  • Infinite loop;
  • Fixed speed.
Import success - set clip options

You can also change the imported clip name.

Find the clip in CG/Paint and add it to OnAir.

CG/Paint (6)

How can I use background music in playout of a playlist?

To add background music you will need to import audio file by opening Audio Control Audio Control

Audio Control window Audio Playback mode Open Audio

Import Audio file progress

Imported Audio

Is it possible to improve video playback quality at low speeds?

To solve this problem it is necessary to use special high-speed camera.

How can I get access to the clips and Playlist on a different system?

This can be done using Transfer or Direct Connect option. Contact technical support ( This email address is being protected from spambots. You need JavaScript enabled to view it. ) to get a demo license, or purchase a license for This email address is being protected from spambots. You need JavaScript enabled to view it. .

Can recording be done in two places at once?

Yes, this is possible if you have the necessary license for recording over network.

Can export be done to several disks in parallel?

The current version of software does not support this. We are working on it.

Can a DMR™ file be used for editing immediately, without waiting for recording to stop?

If you record video onto a DMR™ discs, you need to wait until the end of recording.

Instead of writing to DMR™ discs, you can do segmented recording on the network. In this case, set the appropriate value of "DMR chunk duration" (Tools → Change Project → DMR chunk duration), for example, 5 minutes. Then every 5 minutes, the system will close current DMR™ files and create new ones, providing for seamless recording. In this case, you will be able to proceed with editing within 5 minutes after the start of recording.

Set DMR chunk duration

Is it possible to restore all events, clips and playlists after the loss of power during operation?

Our systems are designed not to lose data after accidental work disruption. To restore the data, immediately after rebooting the server, run the last used configuration and in Tools select → Restore lists from backup.

Restore List from backup

That will restore all clips, events and playlists which were in this configuration before the failure.

Restored Lists

How can I rename channels?

Double-click on the appropriate window's title bar, select its name and typeover the desired new channel name. In case of duplicate names, they will be highlighted in red.

Rename the video output window
Rename the video output window

How do I rename clips in the list of clips?

To rename a clip in the clip list, select the clip, hold down the Ctrl key and double-click on it. It will open Clip options window where you can enter a new name.

Clip options

Rename clip

4K video

Which is better - 12G or 4x3G SDI?

Our opinion is that the 12G SDI is better, because it requires only one wire for transmission, instead of four. There are two main advantages: first — the probability of problems is reduced by 4 times, the second — you can immediately see whether there is a signal or not.

The only drawback is that a large number of broadcast equipment manufacturers have not mastered this standard and we are waiting for the transition of the entire industry to 12G. As soon as this is done we will immediately switch to 12G SDI in all our servers.

Why do slomo.tv servers use 4x3G SDI video interfaces rather than 12G SDI?

At the moment, the broadcast equipment market has not implemented the 12G standard. And therefore the vast majority of professional 4K cameras, mixers and switchers use for transmission of one 4K 50p/60p signal 4x3G SDI connection. Since we work with existing market, we use the same connections.

Nevertheless, in videoReferee®-4K for working with 4K 50p/60p video signals we use 12G SDI interface. This is done because the most affordable 4K video camera is Blackmagic Micro Studio Camera 4K.

Your servers are working with full frames, while competitors work with four quarters. Why do you do this?

The architecture of our servers allows us to work with full frame resolution. The architecture of competitors does not give them such an opportunity. It is worthwhile to understand that instead of recording 4K full frame they are working with four separate 3G quarters. This approach may have some problems. The main problem arises from the use of adaptive codecs which adjust their properties depending of the incoming image. It can turn out that one part of the image is very different from the other parts and in fact that will lead to different distortions in different quarters. Therefore, the image processed through quarters, will look a little different.

We use the IFRAME DCT based codec, which works with a full 4K frame and avoids such problems.

Another advantage of working with 4K full frame is that the image can be displayed to the user in any scale.

Why do you use ProRes 422 codec in your files for 4K non-linear editing?

The ProRes 422 codec which was not tied to 1920x1080 resolution was originally used by Apple Final Cut and other editors on Macintosh for movie applications. In contrast, for example, to the AVID DNxHD Pro HD or any other broadcast codec, its high resolution is native for 4K.

Two years ago, when we created our 4K servers, ProRes was the only accepted and normally working 4K codec that could be applied. We believe that the quality provided by this codec significantly exceeds the quality of files created by other editors.


Sports Video Judging

Can 11-channel videoReferee® be reconfigured for 6 cameras?

Yes. Interface can be configured for work with desired number of inputs. Let Support know the number of inputs and cameras resolution. Connect the system to internet for Remote Support and it will be reconfigured.

I would like to use videoReferee® for a sport not listed on you website. Can you help?

We are very interested in expanding the list of supported sports. Please contact This email address is being protected from spambots. You need JavaScript enabled to view it. , and we will try to help you.

I want to use scoreboard controller that is not on the list of supported types. What to do?

Contact This email address is being protected from spambots. You need JavaScript enabled to view it. indicating controller brand and the sport for which it is used.

For integration we need manufacturer's documentation describing the protocol and physical interface.

Support will provide estimate for this service.

How to connect a second referee’s workplace to videoReferee®?

To connect the second workplace, you need a second DVI/HDMI™ monitor, remote control and, if necessary, DVI/HDMI™ signal extender.

Connection diagram can be seen here.

Each controller works by pressing the 'Active' button. A red LED above it lights up. This means that it is ready for use.

How to rename the event buttons in videoReferee® interface?

To rename a button, enter a new name [1] in the input field and double-click the right mouse button on the button you want to rename. The length of text is limited by the size of the button.

Rename the event button Rename the event button

[1] Characters entered as the name of the button should be encoded in ASCII. Symbols encoding different from the ASCII, may be displayed incorrectly on the screen.

How to rename an event in the list of events?

Created events, by default, are named Ev:. This name can be easily changed to more appropriate one. To rename the event, enter the name of the event in the name input field or select the button with the corresponding event name. Select the event, which will be renamed and double-click the right mouse button on the event status bar.

Rename the event Rename the event

After starting the program (OS Windows XP) it spontaneously closes.

VideoReferee® software requires two monitors. Perhaps a second monitor is not connected.

We use your videoReferee® server in football and discovered that existing camera presets do not always allow us to synchronously view events from all needed cameras. How do we get out of this situation?

For football slomo.tv has created vR-Keypad. This interface device allows the video referee assistant to access any camera and form 2 or 4 camera combinations in arbitrary manner. It also allows you to create your own presets and save them for later use. vR-Keypad is recommended for use with SSD servers.

We use the videoReferee® server and need to label events and key moments and then search for marked values.

The new videoReferee® allows the use of the vR-Keypad for assigning events to any keys and for quick marking and search on these keys.

vR-Keypad

We use videoReferee® for rugby and our league's requirement is to show the video judging process on the video cube and in TV broadcasts. How can we do it?

The videoReferee® system uses a DVI/HDMI™ interface to connect the referee’s monitor. If it is explicitly permitted by the competition rules, there are devices that allow you to convert the DVI/HDMI™ signal to a standard HD SDI signal. (For example, Matrox Convert DVI Plus or BMD Mini Converter HDMI™ to SDI).

On modern systems, such as videoReferee®-4A, it is possible to connect an external SDI output option that provides simultaneous video outputs of HDMI™ and SDI. HDMI™ is used for the referee’s monitor and SDI is used for TV or video-display.

KHL now requires controlling the "blue lines". What do I need for my system to meet this video judging requirement?

For users of videoReferee®-IIM2 and later model servers it is required:

  1. o connect 2 or 4 cameras for controlling the blue lines. The layout of the cameras is on the website. You can use vR-Cam or any other cameras, if they provide the required viewing angle. If the server has 2 free video inputs, then use 2 cameras. If there are 4 free inputs, we recommend using 4 cameras for a better overview.
  2. Contact the service center to configure the system with additional installed cameras and to setup vR Controller presets* for working with these cameras.

* - Available on Windows 7 based systems.

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