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Tenomichi
provides a full on-line Technical Support process. Most
problems are solved within a 24 hour period.
Before
you contact technical support please make sure you have
watched the free tutorials included in 3D Media Center and 3D
Edit and you have read the FAQ Forum section here
or our Manual here.
The
FAQ Forum and our Manual contains details on
1)
How to install your Tenomichi Product
2)
How to use our Tutorials
3)
Frequently Asked Questions
4)
Getting the right video codec support
5)
Problem solving
and
much more
If
you can't find the solution to your problem on the FAQ Forum
then send an email to
tech
@ tenomichi . com
(Please
note we have added spaces to the above address to stop some of
the spam we get. You have to remove the spaces when you
email).
IMPORTANT
If
you run an email spam filter make sure it is set to allow tech
@ tenomichi . com to respond to you. Otherwise when we send
you an email reply to your question, you will not get
it!!
So
we can deal with your problem promptly, your email needs to
include the following
a)
Your name. This needs to be the same name you registered with.
b)
Your email. This needs to be the same email you registered
with.
c)
Details of your PC including what graphics card you are using
including the following;
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Number
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Detail
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Description
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1
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What
version of 3D Edit do you have?
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Silver
or Gold?
Version
3 or Version 4? |
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2
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What
operating system and service pack do you use
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Windows
2000 Service Pack 4? You must use Win 2000 Service Pack
4 with 3D Edit.
DX9.0c?
If you are using Windows 2000 you must use DirectX9.0c
which you can get from our website under the download
section. If you are using XP or XP Pro DirectX 9.0c is
part of Service Pack 2.
Windows
XP or XP Pro with Service Pack 2? You must use XP
Service Pack 2 with 3D Edit. |
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3
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What
CPU do you use
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Pentium
XXX
Athlon
XXX
Make
sure you include your CPU Speed. |
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4
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What
graphics card do you use
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Make
sure you include the manufacturer, the chip model such
as GeForce 6600 XT or Radeon 9600XT etc.
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5
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What
memory is on your graphics card
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This
is normally 128Mb or 256Mb
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6
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What
hard drives are you using.
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What
we ant to know is what speed are they. Normally they
will be ATA 100, ATA 133, SATA 150 and sometimes they
might be in a RAID configuration which makes them very
fast.
|
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7
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What
is your motherboard type
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AGP
(Accelerated Graphics Port) or PCIE (PCI Express)
|
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8
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What
memory does your motherboard have
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256Mb?
512Mb? 768Mbit? 1GBit?
|
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9
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Confirm
you have already checked your graphics card and computer
settings.
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Yes
or No
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10
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Describe
your problem in a short precise way.
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11
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Detail
any Error that 3D Edit gave you.
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12
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Detail
any Error that Windows gives you.
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13
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If
the problem began to occur after an update detail when
you downloaded it.
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We
will do our best to repair your problem within 24 hours.
Tech
Support Team
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