This article will go over some basic troubleshooting Frame.io Camera to Cloud workflows and Cloud Devices. We’ll cover some common problems you may run into when Authorizing a Cloud Device, recording files, or using the files in post-production.

For troubleshooting hardware issues, please refer to the Cloud Device’s manufacturer’s support.

Authorizing a Device

How do I authorize a device for Frame.io C2C?

Click here for more information on authorizing a device for Frame.io C2C.

My authorization process fails.

Double-check the pairing code and device name, then make sure both the Cloud Device and your phone can access the internet.

I can’t see the Cloud Devices tab on my Frame.io app.

Make sure you are in a project where and Cloud Device Integration is enabled and you are a Team Manager or Admin. Contact your account owner if you need more permissions.

My Cloud Device either won't generate a pairing code or the code disappears before I can read it.

The device needs to be connected to the internet in order to get a pairing code. Make sure the device has access to the internet, not just the local network.

My Cloud Devices files uploaded to the incorrect date folder.

The date folder in the Fixed Folder Structure is determined by the timezone of the iOS device that was used to authorize the Cloud Device at the time it was authorized. For instance, if a Cloud Device was authorized in New York, then was flown to Los Angeles, the date folder will be determined by New York time.


Teradek Cube 655

My camera isn’t triggering a record on the Cube.

When the Cube 655 is recording, you will see REC in the upper-right corner of the device's display. The WebUI will also say Recording. If you are not seeing these indicators, try the following troubleshooting steps:

  1. Make sure the camera system you are using supports run/stop record triggers and that they are enabled. Click here for more information on Frame.io C2C camera compatibility.

  2. Make sure there are no devices in the video pipeline that may be stripping the record triggers from the SDI stream (this can include certain transmitters, monitors, or other video processing devices).

  3. In the Cube WebUI, make sure Trigger is set to Camera under Recording > Settings.

  4. In the Cube WebUI, make sure Camera is set to match your camera system under Recording > Settings (ie, RED, ARRI Alexa, etc).

  5. Make sure the SD card is formatted, mounted, and has enough free space to record to.

  6. Finally, you can disable and re-enable Recording in the Cube WebUI by going to Recording, selecting Disable, then Apply, then Enable and Apply.

If these steps don’t work, please see Teradek Support or your camera’s documentation for more information.

My Cube isn’t recording clipname or timecode from the SDI stream.

Make sure your camera system supports sending clipname and timecode over its SDI stream. Click here for more information about Frame.io C2C camera compatibility. If your camera system supports both, and you are still not seeing clipname and timecode, try the following troubleshooting steps:

  1. In the Cube WebUI, make sure Camera is set to match your camera system under Recording > Settings.

  2. Make sure Sync Pts. (or Sync Timecode to Video) under SDI Ancillary Data in the Video/Audio Input pane is set to Enabled.

  3. Make sure there are no devices in the video pipeline that may be stripping the record triggers from the SDI stream (this can include certain transmitters, monitors, or other video processing devices).

If these steps don’t work, please see Teradek Support or your camera’s documentation for more information.

I’m not getting audio on my proxies.

If you are attempting to send audio over the SDI from the camera, make sure Embedded is selected under Audio Input in the Video/Audio Input pane in the WebUI. If you are attempting to send audio to the 3.5mm port on the device, make sure Analog is selected. If you are still seeing an issue, make sure the settings for your audio mode match your audio signal. Refer to Teradek Support for more information.

I’m seeing a large delay between the start of my original camera files and the start of my proxies.

To reduce the start delay, you can change the Key Frame Interval setting under Encoding. We recommend setting this between 0.5 and 2.0.

The timecode on my proxies doesn’t match the timecode of my original camera files.

  1. Make sure Sync Pts. (or Sync Timecode to Video) under SDI Ancillary Data in the Video/Audio Inputpane is set to Enabled.

  2. Make sure the camera system you are using supports passing timecode through the SDI and that they are enabled. Click here for more information on Frame.io C2C camera compatibility.

  3. If the timecode clock of the camera was changed (such as after a jamsync), you may need to reconnect the SDI to the Cube or reboot it.


Sound Devices 8 Series

My Sound Devices isn’t uploading to Frame.io.

Check to make sure your device is connected to the internet and that Frame.io connection is enabled under Files > Frame.io Setup.


Post Production

The clipnames or timecode of my original camera files and the proxies don’t match.

Make sure your camera system supports sending clipname and timecode over its SDI stream. Click here for more information about Frame.io C2C camera compatibility. If your camera system supports both, and you are still not seeing clipname and timecode, try the following troubleshooting steps:

  1. In the Cube WebUI, make sure Camera is set to match your camera system under Recording > Settings.

  2. Make sure Sync Pts. (or Sync Timecode to Video) under SDI Ancillary Data in the Video/Audio Input pane is set to Enabled.

  3. Make sure there are no devices in the video pipeline that may be stripping the record triggers from the SDI stream (this can include certain transmitters, monitors, or other video processing boxes).

  4. If the timecode of the Cube proxies are offset from the timecode of the OCF, you can adjust the Timecode Offset setting under Video/Audio Input. This can be adjusted up to +/- 5 frames.

If these steps don’t work, please see Teradek Support or your camera’s documentation for more information.

My AVID dailies ALE from Resolve crashes AVID when I import it.

AVID can only accept values in an ALE that are less than 32 characters. If you are importing Frame.io C2C proxies into your dailies tool, like Resolve, directly from Frame.io, the Source File Path (or equivalent) column will be the full URL of the asset on Frame.io, which greatly exceeds the character limit. You can either edit the ALE to remove this (this should not affect future conform) or download the Frame.io C2C proxies and import them into your dailies tool locally.

My proxies aren’t relinking to my original camera files.

For DaVinci Resolve:

For conforming in Resolve, you’ll have to make sure the ReelID can match between the proxy and the original camera file. You may need to use different settings under Conform Options for the proxies than you do for the original camera files.

For Final Cut Pro:

In Final Cut Pro, both the proxy files and the files you are relinking need to have the same filename and audio configuration.

If you are using Multicam in Final Cut Pro, the clips may not relink since FCPX may not be able to reference the original extents of the file.

For Adobe Premiere:

Under Match File Properties, File Name should be checked. You may also want to disable the following: File Extension, Media Start, Tape Name, Description, and Clip ID. You may also want to make sure the following settings are enabled: Align Timecode, Relink others automatically, Preserve interpret footage settings.

For AVID:

Relinking Frame.io C2C proxies directly in AVID is currently not supported by AVID. However, you can either use an AMA Link or generate DNx media from Frame.io C2C proxies to conform back to original camera files later in an offline/online workflow.

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