0 Replies Latest reply on Jun 4, 2015 1:28 PM by Jeff Almasol Branched to a new discussion.

    FAQ: What information should I provide when asking a question on this forum?

    Jeff Almasol Adobe Employee

      When asking a question on the Character Animator user-to-user forums, you can make it easier for folks to help you by proactively providing complete information.

       

      IMPORTANT: Screenshots and sample movies are often very useful in showing exactly what you're seeing, and can thus make getting an answer faster and easier.

       

      Also, please do everyone a favor and check the Character Animator FAQ list to see if your question has been addressed already.

       

      Be sure to answer all of these questions when asking for help:

       

      • What exact version of Character Animator are you using? The version appears on the menu bar (e.g., "Preview 1". Do not just say "Character Animator with the latest updates" or "Character Animator"; give the specific version number.
      • Have you installed the recent updates? (If not, you should. They fix a lot of problems.)
      • What operating system? This should include specific minor version numbers, like "Mac OS X v10.9.5" --- not just "Mac".
      • If you are getting error message(s), what is the full text of the error message(s)?
      • What were you doing when the problem occurred? What is the exact sequence of steps that you are taking?
      • Has this ever worked before? If this worked before by doesn't work now, what has changed on your computer in the intervening time?
      • Tell us about your computer hardware. Include CPU type and number of processor cores, amount of RAM installed, GPU, number and sizes of connected monitors, etc.
      • What version of the display driver for your graphics hardware do you have installed?
      • Do you have any third-party I/O hardware (e.g., AJA, Matrox, Blackmagic, MOTU)?
      • What kind(s) of source footage (e.g., Photoshop, Illustrator, AIFF, WAV)?
      • What other software are you running?
      • Does the problem only happen while stopped, during playback or recording, while exporting, or a combination of them?
      • If the problem is with export or using the exported content in another application, please mention the application and version used.