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    #1

    The Support ticket system exists?

    I don't understand why you have a support system, when support is not existent.

    I send you a crash.zip generated from streamfab and the support asks me to send the streamfab.log and the link to the video that caused the crash?
    Really? ???
    Inside the zip already exists the streamfab.log and inside the streamfab.log is included the link of the video file in question.

    Is the support system a joke to you?
    Do we have to post in a public forum to actually get some support?
    ???
    Tags: None
    #2
    Can a staff member check my ticket and foreword the zips to the developers?

    And by the way can you ask them why streamfab crashes when it cannot decrypt a stream?
    I understand throwing errors, but causing a program crash is a bit too much...

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      #3
      Sorry for that. We've passed all the available information to the developer for checking.

      Comment

        #4
        Originally posted by Mona View Post
        Sorry for that. We've passed all the available information to the developer for checking.
        Thanks,
        but I have a BIG doubt if the dev checks it or if I'll ever get a response...
        Will probably remain a pending ticket... same as the 4 other tickets I opened in 2022... and closed last week...

        I guess next time, I'll donate to "niladoa" (dev of N_m3u8DL) instead of wasting any more money in dvdfab/streamfab/etc.

        Comment

          #5
          Originally posted by pandlouk View Post
          Do we have to post in a public forum to actually get some support?
          ???
          As it stands now it would probably be to your advantage to post to this forum rather than use the support ticket route. That is if you are willing to provide the information needed to analyze your problem. That can be found in the sticky above at https://forum.dvdfab.cn/forum/softwa...ion#post433509 .
          StreamFab has recently revamped their support team with fellow user volunteers. They added a brilliant analyst, jpp72 (aka Jack), as a Moderator. They have given me (and, I believe, one of two other longtime users) the ability to read log files. In the short time that the new system has been in effect we have solved quite a few problems without having to burden the Developer with them so that he can work on improving the UI and adding new modules to StreamFab. Those that could not be solved by us have been passed directly to the Developer by Jack telling them the exact problem that needs to be recoded. I suggest you give us a try.

          Comment

            #6
            Originally posted by Cats4U View Post

            As it stands now it would probably be to your advantage to post to this forum rather than use the support ticket route. That is if you are willing to provide the information needed to analyze your problem. That can be found in the sticky above at https://forum.dvdfab.cn/forum/softwa...ion#post433509 .
            StreamFab has recently revamped their support team with fellow user volunteers. They added a brilliant analyst, jpp72 (aka Jack), as a Moderator. They have given me (and, I believe, one of two other longtime users) the ability to read log files. In the short time that the new system has been in effect we have solved quite a few problems without having to burden the Developer with them so that he can work on improving the UI and adding new modules to StreamFab. Those that could not be solved by us have been passed directly to the Developer by Jack telling them the exact problem that needs to be recoded. I suggest you give us a try.
            Well:
            1st) when someone has paid almost 1200$ for over the last decade on products of a company he expects to have a minimum kind of support and not a:
            "thank you we received your logs and we passed it on the dev and we will notify you when we have more news"= .... which means I'll never get a response
            2nd) if the dev actually received the report(s) and communicated I would point, exactly where the problem is, because streamfab tries to decrypt the ts files using wrong decryption keys. At the moment I download and decrypt them manually.
            3rd) giving in a public forum logs, that can identify me, is something I'm not willing to do... even if those logs can be accessed by 3-4 members only.

            Comment

              #7
              I'm sorry I can not help you then.

              Comment

                #8
                Since Mona has replied and forum members cannot help, i will close this topic.
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