Issues & Fixes

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We strive to provide products that offer the most accurate and reliable timecode solutions on the market. Unfortunately, from time to time things go wrong, and when this happens we work hard to provide solutions as quickly as possible.

On this page, we share known faults that our development team are currently working on, along with suggestions on how to avoid these issues occurring or to minimise the impact caused by a fault until an update is released.

We encourage all users to report any issues with our system as soon as they are noticed. You can report a fault using the link on this page, which will ensure it is flagged with our development team promptly.

:pulse

No current device faults

Noticed a problem with this product? Please report the fault here.

:wave

No current device faults

Noticed a problem with this product? Please report the fault here.

UltraSync BLUE

No current device faults

Noticed a problem with this product? Please report the fault here.

SyncBac PRO (GoPro H6/H7 Black)

SyncBac PRO for GoPro HERO7 Black

Accuracy on longer shoots

We have investigated reports from users experiencing timecode drift on longer shoots when using the SyncBac PRO with the GoPro HERO7 Black.

Our tests confirm this is caused when the camera segments larger video files into ‘chapters’. GoPro cameras automatically create a new ‘chapter’ once the file has reached a certain size. In chapters generated after chapter 1, there is a small error in how the camera timestamps the start of the chapter in the MP4 file. This causes a small drift in timecode in all subsequent chapters. 

 

To clarify exactly what this issue is, based on our tests using a GoPro HERO7 with a 64GB card:

  • ​This fault does not occur on short, single chapter shoots (so when filming for less than 20 minutes continuously). 
  • When filming starts, timecode is frame-accurate and the camera is filming perfectly in sync. For the first chapter (approximately 20 minutes of continuous filming) there is zero drift.
  • From the start of chapter 2 onwards a small, incremental drift occurs. 
  • For example during Chapter 2 (approximately from 20 to 40 minutes filming), timecode drift of 1-2 frames occurs. 
  • If you continue to film for 5 chapters (approximately 2 hours) you may experience up to 8 frames drift. 
  • Although the timecode provided in later chapters continues to be a useful sync reference for postproduction, it is not frame accurate. 
We suggest the following workarounds or solutions

An update to the GoPro HERO7 Black camera firmware is required to fix this issue. This is logged with GoPro. You do not need to return SyncBac PRO units as no action is required to repair the SyncBac PRO.

We advise if you are filming for more than a few chapters continuously, to upload all content as a whole (rather than individual chapters) into edit software. As timecode is frame accurate at the start of filming this enables you to search and align content accurately using timecode as a reference.

SyncBac PRO (GoPro H4)

No current device faults

Noticed a problem with this product? Please report the fault here.

UltraSync ONE

UltraSync ONE

"***Device Fault***" error

We are currently investigating an intermittent issue causing ***Device Fault*** to appear on the UltraSync ONE screen.

When this happens, the unit becomes unresponsive and all menu operation halts. Although the device can neither receive nor transmit timecode over RF when this occurs, it will continue to free run, so timecode continues to roll and sync remains accurate.

We suggest the following workarounds or solutions

We are releasing a firmware update in early January 2019 to address the issues we believe are most likely causing this problem.

2.09 Released We have added a background feature with the release of 2.09 to log any fault condition to assist in future hardware fault errors
We have also added additional routines to reduce the possibility of system freeze from a fault connection
For more information visit https://www.timecodesystems.com/support/firmware/

In the meantime, resetting the unit resolves the error and restores complete functionality of the UltraSync ONE. So when there is an appropriate break in filming, we advise to reset the faulty unit by pressing down the ‘up’ and ‘down’ keys together and holding for 10 seconds. Please be aware doing this will reset the timecode to zero. If this unit is a slave, it will re-sync to its master when in RF range. If the faulty unit is a master, please ensure slaves units are in range when you reset to ensure accuracy is maintained across your sync network.

BLINK Hub app

BLINK Hub app

Scaling issues on small scale mobile devices

The BLINK Hub display is not scaling correctly for screens on smaller smartphone devices.

This fault is causing some buttons to fall out of visibility and difficulties updating some data fields. This problem does not occur on iPads and other tablets.

This issue has been resolved

Scaling issues on small scale mobile devices has been resolved in the 3.10 webview.

Android 9 compatibility

The BLINK Hub is failing to launch on Android 9.

The BLINK Hub app fails to launch on devices running the new Android 9 operating system.

Due to new Google security regulations the BLINK Hub app is not compatible with Android 9.0 and as a result will be removed by Google from the Play Store on the 30th – 31st of Jan.

If you currently have our Android App installed it will continue to work provided you continue to run a version of Android prior to 9.0

Since the App will be removed from the Play Store we are looking at providing a direct link to the Android app which will be located on our own server


Users on Android 9.0 will be required to use their web browser to access BLINK Hub , This can be done by typing the IP address of your :pulse / :wave into your mobile devices browser once connected via WiFi

Contact Us

At Timecode Systems we want to make communication simple. If you have any questions or need support from a member of our experienced technical team please contact us.