AJA KONA 5.0 - Manual (Page 119)

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Appendix A: Troubleshooting
A
If You Run Into Problems
One useful way to find the source of problems is to isolate your system to the smallest size
where the problem still occurs and then note all the symptoms. This serves to eliminate areas
not involved in the problem and makes finding the problem easier.
Once you’ve noted problem symptoms, look through the following table and see if any of the
symptoms are listed. If so, check the items listed. If you later need to call for customer service,
let them know all of the things you’ve tried and when and how the symptoms appeared.
Updating Software
Check for software updates on the AJA Video website:
http://www.aja.com/support/index.php
If any are available, download the file and read any associated instructions prior to installing
the software.
Support
When calling for support, first check over your system configuration and ensure everything is
connected properly and that current Final Cut presets and Easy Setups match what you are
trying to do. Even if you cannot find the cause of the problem, having this information at hand
will help when you call Apple or AJA Customer Support for help.
If the problem is unknown or you need general help, first contact the dealer where you
purchased the product. AJA dealers offer product support for many service requirements.
If the problem is a Final Cut Pro operational issue, Mac Pro system issue, or Xserve RAID issue,
then call Apple Customer Support for help.
If the problem is an AJA Video KONA issue, contact AJA Video Customer Support using one of
the methods listed below:
Contacting by Mail Address:
180 Litton Drive, Grass Valley, CA. 95945 USA
Telephone: 1.800.251.4224 or 1.530.274.2048
Fax: 1.530.274.9442
Web: http://www.aja.com
Support Email: [email protected]