About our Support
Getting help when you need it is important, so we’ve compiled a list of all support information for all the products we carry. You’ll find email contacts, phone numbers, and other important information available to you to get the help when you need it. Aside from getting support directly from the manufacturer, we’ve included information on troubleshooting, installation, and general tips and tricks to help you out.
We’re also an Authorized Apple Full Service Provider, so if you something goes wrong with your Apple computer, you can give us a call or stop by and we can perform in warranty or out of warranty repair, to get you back up and running, very quickly.
If you are within the New York or New Jersey area, call or email about our on-site technical support and installation services. We can have a tech come by and troubleshoot or setup your purchase!
And Don't forget Pain free exchanges! If we determine you have a defective product from us, we can exchange it out for a new one very quickly and easily, just give us a email to get started!
So, we’ve got you covered when you need help. From the list of contacts, to our own great support articles, you have a partner when you are in need, but of course we hope you will be problem free!
Adobe Systems (Includes Serious Magic)
Direct telephone number: 1-800-642-3623
Online support case creation, click here.
Adobe also has a online user forum, click here.
Aichvee (Balancing Tool)
Please contact 4VideoEquipment directly if you are in need of balancing assistance. You may also contact Aichvee directly at Support@aichvee.com
AJA Video
4VideoEquipment is your first line of contact for support issues with AJA. Of course you may also contact AJA directly via telephone at: 530-271-3190. You may also contact them via web form by clicking here. You can also email support@aja.com as well.
Before contacting AJA:
* Check your system configuration and make sure everything is connected properly.
* Check the AJA product user manual or documentation shipped with the item for information about the problem.
* For Io or KONA products, make sure that current Final Cut presets and Easy Setups match what you are trying to do.
* For Final Cut Pro operational issues, Power Mac system issues or Xserve RAID issues, contact Apple Customer Support for help.
* For Avid Liquid Chrome XE operational issues, XENA LH users should contact the Avid Liquid Support Center for help.
Please contact our Apple Authorized Service Department via email Support@4VideoEquipment.com
We do not currently offer Carry-In Apple Service.
Avid Technology (Includes Pinnacle Systems)
Avid Liquid Edition Support Phone number: 978-275-2469
Avid Liquid Edition Support website: www.pinnaclesys.com
Avid Product Support Phone number: 800-800-AVID (2843)
Avid has a great user forum, you can get there by clicking here.
Azden
Azden by far has one of the best Technical Support ever. You cannot email them, but you may call them at 516-328-7500. They are located in New York.
Bella USA (Keyboards)
Click here to visit the MAC Support FAQ
Click here to visit the PC Support FAQ
If you want to see if there's an updated driver for your Bella keyboard, click here.
Blackmagic Design
4VideoEquipment is your first point of contact for support issues with Blackmagic Design. Please call or email us.
Blackmagic also has a web form you can fill out for support. You may also call them directly at: 408-954-0500.
Before contacting BMD Support, please check out the software updates page so you can make sure you have the latest drivers installed on your Mac or PC.
You can download all the documentation for BMD products by clicking here.
Bogen Imaging (Bogen Tripods, Gitzo, Kata Bags, Reflecmedia, Formatt)
You can contact 4VideoEquipment, or you may contact Bogen directly at 201-818-9500, Bogen's Service Department is open from 8:00am to 4:30pm (EST) Monday through Friday. There is no email contact available.
Canopus (Grass Valley)
Direct Technical Support: 801-222-5204
For Online Support, Canopus requires you to create and account and login to obtain updates and other information for your product.
Canopus also is known for it's great user forums, which can be accessed by clicking here.
Century (Schneider Optics)
You may call Century optics at: 800-228-1254
You may also email them, but we recommend telephone as first contact. Email is: century@schneideroptics.com
Cineform (Aspect HD)
Telephone support is not available directly. Therefore you are welcome to contact 4VideoEquipment for telephone support needs, and we can help you out ourselves.
Cineform Support Page: Click here
You may submit a support ticket on their website by clicking here.
They also have several workflow suggestions on their Technotes page.
The CineForm Discussion Forum is located at DVInfo.net where hundreds of CineForm users discuss their workflow issues. David Taylor (CineForm C.E.O.) and David Newman (CineForm C.T.O.) frequent these boards on a daily basis.
Ciprico (Huge Systems)
You are welcome to use us as your point of contact, but you can also contact Ciprico directly (Again, great support department to deal with):
Click here to visit their support website.
Support phone number: Toll Free (877) 484-3797
You can also email their support department at: support@ciprico.com
Class on Demand
If you received a DVD or CD-ROM that is not working properly, call 4VideoEquipment directly. However, you may also contact Class on Demand.
Click here to visit the online FAQ.
To email Class on Demand support, email: support@classondemand.net
Comprehensive (Cables & Adapters)
Just give our support department a call or email, we'll handle the warranty exchange (All cables come with a lifetime warranty)
CTA Digital (Batteries)
Support email: support@ctadigital.com
Telephone contact: (718) 963-9845
Datavideo
4VideoEquipment is your first contact for Datavideo, however you may contact them directly at: (562) 696-2324 (Technical Support Hours are M-F 9:00AM to 5PM Pacific Time)
You may visit Datavideo USA's online support page by clicking here.
You may request support by visiting their online web for here. (USA Support Only)
You may also email Tech support at: techsupport@datavideo.us
Data Robotics (DroBo)
You can call DroBo Technical support at: 1-866-426-4280
You can also email DroBo at: support@drobo.com
DroBo also has a Knowledge Base by clicking here.
Focus Enhancements (Videonics)
Telephone contact: 763-398-1658 - 6 am-4 pm, Pacific time.
Email contact: support@focusinfo.com
Online RMA (Returns/Exchanges Authorization) form: click here
For downloads and updates, click here
For a list of troubleshooting tips, click here.
For Focus's online FAQ, click here.
Formatt Filters (See Bogen Imaging)
Glidecam Industries
You can contact 4VideoEquipment for Glidecam support, or you can contact them directly via telephone at: 1-800-600-2011.
You can email their support department at: tech@glidecam.com
Some Glidecam Stabilization Tips:
"The first step in this balancing act is finding the equilibrium of you camera, and the easiest way to find this is by placing a your finger underneath the handle so that the camera is horizontal. You should then place the camera on top of the glidecam so that this point is over the top of the glidecam bar. But before attempting any kind of balance, ensure the camcorder is set exactly how you intend to shoot: the viewscreen in position, the lens cap removed, a tape in the camera and finally a battery and any other accessories in place! Adding any of the above after balancing will inevitably result in re-balancing."
Also see the new Aichvee balancing tool:
You can also checkout the Aichvee Balancing tool for Glidecam 2000 and 4000 Pro. Search for SBT-10507 in our search box above.
G-Technology (G-Tech Drives)
G-Technology has a online support page which includes a FAQ, Downloads, and Drivers. Click here to visit.
Creative cow hosts a online user forum, click here to visit.
You may call them at: 310.449.4599, or email support@g-technology.com
K-Tek (M.Klemme)
If you are in need of support, call K-Tek at 760. 727. 0593
You can also send them an email at: info@mklemme.com
Lowel (Lighting)
Lowel has one of the best, and most laid back support departments ever. They always fix the stuff so fast and are awesome to deal with! Just give them a call at: 800-334-3426 (Eastern Time)
Marshall Electronics
You can call Marshall Electronics at 1-800-800-6608 for support. They do not have a email address specific for support issues.
Matrox
4VideoEquipment can be your first line of contact, however you may also contact Matrox directly.
Click here to visit Matrox's support website.
To call Matrox, you'll need your 6-digit System ID number, then call 514-822-6030. If you do not know your System ID number, please click here to register.
Matrox offers a 3-Year warranty on the RT.X2 hardware, and a 6 month free of charge telephone support included with purchase. You must register your RT.X2 to take advantage of the 6 months of free support via telephone. If it is past the 6 months, you'll have to purchase support on a per incident basis.
Matrox also has a free user forum, which has great tips and tricks and troubleshooting available. Click here to visit the online user forum.
Medea (See Avid Technology)
Medea was purchased by Avid, so you need to contact Avid now for technical support.
MOTU (V3HD)
Before contacting support, please make sure you have the latest driver downloaded and installed.
Please visit MOTU's online support page by clicking here.
You may also contact MOTU via telephone, by calling 617.576.3066 (9AM - 6PM EST, Monday-Friday)
nNovia (QuickCapture Devices)
nNovia has one of the best support departments we've ever seen. You can contact them directly and you will be amazed at how fast and quickly they help you out. They never want a dis-satisfied customer, so have no fear - you will get the help you need. They have a great warranty department. They test every single unit that comes in for repair so much, that it takes 2 days for them to complete the tests! So you can be sure when your unit is exchanged, you are getting a 100% working unit.
Visit the nNovia online FAQ, by clicking here.
You can also email nNovia at support@nnovia.com
You may also call them directly at: (408) 436-1486, extension 102 (They are located in California)
Omnirax (Furniture)
You can always contact 4VideoEquipment to help you with any issue with your Omnirax purchase from us, or you may contact them directly:
Support Phone Number: (800) 332-3393
Fax (415) 332-2607
To contact Omnirax via email, email info@omnirax.com.
PNY Quadro Graphics Cards
You are welcome to contact 4VideoEquipment for your initial support request, but you may also contact PNY Directly.
Visit PNY's Quadro Support page by clicking here.
To Request a RMA for a Quadro Card, visit this website.
You may call PNY at 1-800-230-0130
ProCon Technology (DVD Duplicators)
Please contact 4VideoEquipment with any issues you may have with a ProCon DVD Duplicator or Printer. We will help you out with any exchanges or warranty service that will be needed.
Reflecmedia (See Bogen Imaging)
Sennheiser
Visit the Sennheiser FAQ by clicking here.
To email Sennheiser, click here, for a listing of each department.
You may also call Sennheiser: (860) 434-9190 - Hours: 8:30 AM - 5:00 PM (EST) Monday - Friday
Shining Technology (CitiDisk)
Shining by far has the worst technical support we've ever seen. If you've purchased from us or someone else, call us and we'll try to help you out. If not, here's as much info as we have to get in touch with them. I strongly recommend you NOT purchase a CitiDisk or Shining product, because you will be left in the dust for help. We've even been burned by these guys. There are tons of stories we can tell you about how bad their support department is. We are not trying to defame Shining in any way, we are just letting you know that their support department is a horror. That's all.
We've learned that Chris Wang is either the owner, or the only guy who seems to reply eventually with an answer. You can email him directly at: cwang@shining.com
As for telephone support, here's their number, but I'd be suprised if they call you back: 714.761.9598
Softron Media Services
4VideoEquipment is your first line of support for Softron. You can give us a call or email and we'd be happy to assist you. Softron is located in Belgium, so it can be difficult to call them for support in the USA, but if you are able to, here is their phone number: +32 2 771 73 71.
You may email Softron technical support directly at: support@softronmedia.com
Before you email Softron, Please make sure you have the following information ready, and included in the email:
- Version of the software you are using
- Version of your Operating System (MacOS 10.4.10 for instance)
- QuickTime version (7.2. for instance)
- Your serial number
- Description of the problem.
- Severity (from minor cosmetic glitch to complete crash)
- Is it reproductible?
- Please also add any console logs that you might find appropriate
Stardom (Disk Arrays)
There is no telephone support available for Stardom.
Stardom is based in Taiwan, therefore please direct all support inquires directly to 4VideoEquipment's technical support staff, and we will help you out.
Steadicam (by Tiffen)
Email Tiffen at: techsupport@tiffen.com
You may also call them at: 631-273-2500 (Eastern Time)
Superior Specialities (Chroma Key)
Please contact 4VideoEquipment directly with any support issues with any of the Superior chroma-key fabrics and background stands.
Wafian Corporation
Telephone support is available directly, call 1-858-863-4166 (option 2)
You can also visit their online knowledge base by clicking here.
When emailing Wafian with your support issue, please include this information:
1. Wafian recorder serial number.
2. If you are contacting us regarding a concern that you have discussed with us in the past, please provide us with your previous incident number.
3. Text of the error message and/or description of abnormal condition.
4. Steps to reproduce the problem (if available) and steps already taken to solve the problem.
5. Manufacturer and model number of the equipment that you are using to connect to your Wafian recorder.
Submit the above information to support@wafian.com.
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Class on Demand Complete Training for Final Cut Pro 5 Learn everything you need to know in this 4 + hours of DVD-Video training. Our Price: $49.95 |
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Class on Demand DVD FYI: Popular Authoring Programs Explained A complete guide for understanding the DVD specification and authoring Our Price: $49.95 |
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Class on Demand Mac OSX Tiger Training These lessons focus on the information you need to quickly become comfortable with the powerful OS X Tiger interface. Our Price: $39.95 |
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Panasonic Panasonic HVX-200 - P2 DVCPROHD HD Camcorder with 1/3 16:9 P P2 HD Camcorder with 1/3 16:9 Progressive 3-CCD with Advanced Progressive Technology Lens, Lecia DICOMAR Lens with Optics Image Stabilizer, Motorized/Manual Zoom Mode Switching Our Price: $5,195.00 |
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Glidecam Industries Glidecam BODY-POD for 2000 or 4000 Pro (Converts to Mono-Pod Like Device) Accessories for the 2000 and 4000 Pro. Our Price: $165.00 |
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Glidecam Industries Glidecam X-10 Dual Arm Professional Camera Stabilization System for 2000 and 4000 Pro (Vest & Dual Arm Kit) A body-mounted professional camera stabilization system for film and video cameras weighing up to 10 pounds when used with the Glidecam 2000 Pro, or for cameras weighing from 4 to 18 pounds when used with the Glidecam 4000 Pro. Our Price: $2,299.95 |
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Class on Demand Basic Training for Adobe Creative Suite Production Studio Emmy-Award winning expert, Tim Kolb, will show you the basics of using the core applications. In addition, you_ll understand how these programs will work together and save you time. Our Price: $69.95 |
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Glidecam Industries Glidecam Low Mode FX Kit for 2000 Pro, 4000 Pro or Smooth Shooter The Glidecam Low Mode kit for 2000 Pro, 4000 Pro or Smooth Shooter provides low angle ground shots and sweeping shots. It also can be used as a High Mode accesory for higher perspective shots. Our Price: $229.00 |
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We are not responsible for typographical errors.
