When asking for help, always include the following information to ensure the fastest and most accurate service:
- The (partial) serial number visible on the SynthEyes splash screen
- The SynthEyes version and build, from the title bar or Help/About
- The exact operating system version you are using. Enter "winver" into the search field in Windows, or see "About This Mac" on macOS.
- As many details about the issue you want to discuss as possible, such as how to reproduce it starting from scratch.
- A full screen screen capture of SynthEyes if any user interface issues are involved. DON'T CROP—don't be that guy/gal who crops the portion with the most useful clues.
Sending Us a Shot
- These instructions are for sending SynthEyes scene (SNI) files. Do not send source images unless requested*.
- File/Open your SNI file in SynthEyes.
- Hit Clear All Blips on the Feature Panel to greatly reduce the size of the .sni file.
- File/Save As the SNI file as a temporary file to avoid overwriting the original.
- Compress the .sni file using Windows's, macOS's, or Linux's builtin ZIP features. We will not look at RAR files, sorry.
- ZIP files under 2 MB can be emailed to support.
- If the compressed file is larger than 2 MB (did you clear blips?), please post it on a web page or dropbox, and send a URL instead.
- Exporter issues: You must include the following information: (1) the exact name of the exporter being used, (2) a full screen capture of your settings of the exporter's parameters panel, (3) the file produced by the exporter, and screen captures of quad views of the scene in both (4) SynthEyes and in (5) the downstream application on the same frame.
*If source imagery is requested:
- We prefer you post a ZIPped sequence of JPEGs to your website. Make sure image and movie files have extensions (.mov,.jpg, etc).
- In some cases a low-resolution Quicktime may be OK. Don't use DIVX, DVCPRO HD, or any codec or file format that isn't a standard part of the operating system.
- Never ftp, post, or email image sequences as individual files, always package them into a single ZIP file.
- Again, do not send source images unless requested. If you are having trouble with a shot and send images and no SNI, we're going to ask for the SNI instead.