cineSync will not go Online / Connect

• Ensure that you are connected to a working internet connection - for instance check that you can access the internet via a web browser.

• Check to see that your connection is not being shielded by a firewall. If a firewall is blocking cineSync's ability to connect to the cineSync communication servers, you will need to open a port in the firewall. cineSync requires either port 5068 or port 80 to be open and needs to be able to connect to the following IP addresses:

     • 94.76.202.153
     • 74.50.52.109
     • 72.249.190.147

While it is rare for firewalls to block outgoing TCP ports, if you experience connection problems it is worth checking that your firewall is not blocking this outgoing port.

• Check your username and password to ensure they are correct and that you
don't have Caps Lock or Num Lock on.

• If cineSync comes up with the message "Your account has expired" contact cineSync Support to renew your account.

cineSync will not launch in "Offline" mode.

• Ensure that you either have a local node locked license file, or access to a central license server within your facility.

• Pressing "Find License" on the login screen will launch the Licensing preferences pane, where you can set the location of your node locked or floating license.

• If the license file has expired, contact support@cinesync.com to have it renewed.

cineSync tells me I need to install QuickTime. Why?

• cineSync Pro utilizes QuickTime to manage the playback of the media in the session.

• QuickTime is available as a free download from http://apple.com/quicktime.

I've added a movie, but it's only showing up as a black screen with no image.

• There are some incompatibilities between some types of files and some versions of QuickTime (which cineSync uses to manage playback).

• These incompatibilities particularly affect high-resolution movies (with any pixel aspect greater than your graphics cards limit).

• We recommend upgrading to QuickTime 7.5 or later as most of these issues have been resolved.

I'm trying to upload a file to an FTP site using the Playlist Organiser, but I'm getting an error.

• If the files do not upload properly, double-check the spelling and punctuation of the Server, Directory Name, User Name and Password. Keep in mind that all of these names and passwords are case sensitive.

• You can also double check that the FTP server is working correctly, by using a different FTP application.

• If you consistently have a problem and other FTP applications apear to be working for the same server, contact cineSync Support.

My guests are trying to download material from the FTP site that I uploaded using the Playlist Manager, but they're getting an error.

• Verify that the Username and Password are correct. cineSync will sometimes default to an anonymous username and password, if you have not entered anything.

• Ensure they don't have Caps Lock or Num Lock on - FTP Usernames and Passwords are case sensitive.