Support
Having selected RT Software to supply your real time broadcast graphics solution, effective deployment in your environment and on-going help and advice are critical in delivering user satisfaction.
For entry level products the comprehensive documentation, on-line user tutorials & videos and the support of a local reseller will be all that is required. But for bigger projects a range of services can be tailored to meet your needs precisely. This can encompass the provison and installation of approved and tested hardware and the choice of your operating systems. We can integrate our systems into your existing workflow and train all users in deriving greatest productivity from the products. We can also, if required, conceive and initiate programme graphics, scripts and templates.
Once in production, you become a member of our user community. It is part of our vision to continually extend the graphics capabilities within tOG, enabling you to deliver excitement to viewers through more engaging and sophisticated programme graphics.
Our support for users includes a web-based user forum, an academic programme providing low-cost licences to undergraduates and an annual tOG user group conference. tOG is regularly updated for licensed users and our consultants are on standby to help in whatever endeavours and events our client community is developing.
RT Software offers a no quibble 30 day guarantee on all of its products, during which we will ensure the products perform to specification when installed on supported hardware. After this period a valid Software Support Agreement is required to gain product updates and access to technical support.
Through a valid Software Support Agreement, all customers can download and install themselves the latest versions of our products. The agreement also provides remote access to technical support from RT Software.
Chargable on-site consultancy to provides services work including software installs can also be provided – please see the Services section of our web site.
Our standard software support can be upgraded to cover out of hours and 24/7 support if required.
With our annual Right to Use licences, a Software Support agreement is included in the price.
The following contacts at our major hardware partners may be useful for you. For hardware that RT Software has supplied we will of course assist in handling hardware support incidents.
HP Products
HP workstations ship with a 3 year world-wide on site warranty with a next day response. Please note this does NOT cover any third party items such as DVS video cards. Most workstations are ordered with a non-SDI nVidia GPU and in these cases the GPU will be covered by HP.
Check if an item is in warranty
It will prompt you for Product ID code and Product Serial Number (both located on a badge on the workstation).
If an item is in warranty then service is initiated by a call to:
HP Support (in the UK this is 0870 842 2339).
This takes you to a call centre that will undertake some basic problem diagnosis and will organise the engineer to come out the following day.
DVS Video Boards
DVS supplies video boards. These items are covered under a 24 month Return To Base (RTB) warranty.
DVS Digital Video Systems GmbH
Krepenstr. 8
30165 Hannover
Germany
tel: +49 511 678 07 32
Web: www.dvs.de
Administration contact: Johanna Schoene schoene@dvs.de
Bluefish Video Boards
Bluefish supplies video boards. Items are covered under a 12 month RTB warranty.
Bluefish 444 Europe Ltd,
Joel Street Farm,
Joel Street,
Pinner,
Middlesex,
HA5 2PD.
United Kingdom
Tel: +44 (0)20 8429 8345
Web: http://www.bluefish444europe.com
Sales and Technical Contact: Jonathan Fall JFall@bluefish444europe.com
Crystal Vision Keyers and Delays
Crystal Vision supply chromakeyers, linear keyers and delays. Items are covered under a 12 month RTB warranty.
Crystal Vision Ltd.
Lion Technology Park
Whittlesford
Cambridge
CB2 4NL
United Kingdom
Tel: +44 (0)1223 497049
Web: http://www.crystalvision.tv
Sales Contact: Ray Davis Ray@crystalvision.tv
Technical Contact: Andrew King Andrew@crystalvision.tv
MoSys Heads
MoSys supply ptz heads and cranes fitting with tracking sensors.
Mo-Sys Ltd
Unit B211, Faircharm Trading Estate
8-12 Creekside
London SE8 3DX
Tel: +44 (0) 20 8694 2076
Web: http://www.mo-sys.com/
Sales Contact: Michael Geissler michael@mo-sys.com
Technical Contact: Mark Seaton Markse@mo-sys.com
Vinten Heads
Vinten supply ptz heads, tracked pedistals and robotic heads and the free-d camera tracking systems.
Vinten Broadcast Ltd
Western Way,
Bury St Edmunds,
Suffolk IP33 3TB,
UK
Tel: +44 (0)1284 752121
Web: http://www.vinten.com
Sales Contact: Mark Osborn Mark.Osborn@vinten.com
Admin Contact: Hayley Virciglio Hayley.Virciglio@vinten.com
Introduction
The tOG software is protected from un-authorised use by a USB dongle. The dongle controls which tOG capabilities can be used and it may also enforce a time-limited right-to-use (RTU). If you require additional capability or additional time-allowance RTU then you will need to get the dongle updated.
Dongle updates are done via files. The user generates a “request” file (extension .req) and sends it to RT Software. RT Software use the request file to generate a new license file (extension .NLF) and sends it to the user. The user can then use the new license file to update their dongle.
This document describes how to generate a request file and how to use the new license file to update the dongle.
Instructions
The dongle can be updated from any machine that has tOG installed. Insert the dongle to be updated in the chosen machine and make sure there is no other dongle attached and that tOG is NOT running. Please continue using the appropriate section below:
From a Windows PC
If not done so already download file SecureUpdateUtility.zip located at this URL:
https://support.rtsw.co.uk/index.php?page=downloads&directory=downloads/releases/Drivers/Windows/Dongle
To download the file click on the above link which will take you to a login page. If you do not have a login name/password please email a request to support@rtsw.co.uk Once logged in click on the above link again and you will be taken to the directory containing SecureUpdateUtility.zip Click on the filename to download the file. Once downloaded please unzip the file to create a folder called “Secure Update Utility”.
Inside the “Secure Update Utility” folder double-click on file SecureUpdateUtility.exe and follow the instructions to create a request (.req) file.
Send the request file to RT Software.
Upon receipt of the new license file (.NLF) use the same utility as above to update your dongle.
From a Linux PC
Login from the main login screen as “root” – you will need to type in the name “root” (do not include the quotation marks) as it does not have a clickable icon. The password will be “tog” unless it has been changed since the machine was delivered.
Double-click on the “Secure Update Utility” icon.
In the window that opens type:
./SecureUpdateUtility -r /tmp/dongle.req
Send the request file (/tmp/dongle.req) to RT Software.
Upon receipt of the new license file (dongle.NLF) copy it into /tmp.
Follow the same procedure as above but this time type:
./SecureUpdateUtility -n /tmp/dongle.NLF