Support

If you're looking for information about cineSync 5 or cineSync Play, click here

cineSync Shotgrid integration

If you are currently seeing an issue with the cineSync Shotgrid integration, we have a fix. Click here for more information.

Contact Us

Address

Cospective Pty Ltd,
Adelaide Studios,
1 Mulberry Road,
Glenside SA 5065,
Australia

Phone

+61 8 8400 6475

Frequently Asked Questions

  • With cineSync 5, we wanted to build the foundations for an exciting new future for cineSync. As such, cineSync 5 is an entirely new, completely redesigned version of cineSync, featuring a new infrastructure designed from the ground up. Current users of cineSync will notice many changes to the UI and layout, and will discover new features for more streamlined reviews alongside additions like OTIO support and frame sequence playback, but will recognize all the familiar aspects of the cineSync user experience they’ve come to expect over the last 17 years.

  • cineSync Play is the downloadable app used to run cineSync 5. cineSync Play features the fully-enabled local player version of cineSync, with local-only, frame-accurate playback and review of high-res frame sequences, OTIO and OCIO support, and more—all without needing to sign up for a license.

    cineSync Play also comes integrated with any ftrack Studio license, so you can browse media, notes, and information in cineSync Play and then add feedback into your production plan.

    We’re also working towards functionality that will enable studios to easily integrate cineSync Play into their pipelines.

  • With cineSync 5, we wanted to build the foundations for an exciting new future for cineSync. By building a new infrastructure and backend, we have opened the door for more streamlined reviews, alongside features like OTIO support and frame/image sequence playback. We have also paved the way for many exciting new features as we continue to iterate on and evolve cineSync.

    The new infrastructure also enabled us to build cineSync Play—a player that could function as a standalone review player, available on any desktop, and that could support all the latest formats and workflows.

    However, creating a new infrastructure for cineSync 5 means that it is no longer compatible with cineSync 4 and all previous versions of cineSync. As such, cineSync 5 users cannot host review sessions with cineSync 4 users and vice versa.

    To avoid any disruption this may cause to ongoing projects, we will continue supporting the existing iterations of cineSync (4.x) alongside this initial launch of cineSync 5. We expect the parallel rollout and transition to cineSync 5 to occur over the next six months. As such, our customers can keep current projects moving without disruption, then switch over to the new and improved cineSync 5 when they feel comfortable doing so.

  • We anticipate supporting cineSync 4 for at least the next six months. When we feel our customers are comfortable with the transition, cineSync 5 will become the primary version of cineSync. We will discontinue support for the older versions and infrastructure of cineSync, including cineSync 4. We will let customers know in good stead when changes are due to happen.

    We would like to assure you that cineSync 5 and its new infrastructure will offer everything cineSync already offers, but with more features and an even better review experience. We will not drop cineSync 4.x until we are confident that we have fully achieved that goal.

  • Macintosh

    • Mac OS X 10.14 or later

    • At least 4gig of ram

    • An internet connection that allows access to whitelisted addresses on port 443

    Windows

    • Windows 10 or later

    • At least 4gig of ram

    • An Intel or AMD GPU that supports OpenGL 4.1 or greater

    • An internet connection that allows access to whitelisted addresses on port 443

    Linux

    • Any 64 bit system that has GLIBC version 2.17 or later.

    • At least 4gig of ram

    • An Intel or AMD GPU that supports OpenGL 4.1 or greater

    • An internet connection that allows access to whitelisted addresses on port 443

    Please note: System requirements are based on playing a 1920 x 1080 movie encoded using H.264

  • cineSync supports most of the major movie and image formats as well as multi-page PDFs. The basic rule of thumb is – if you can view it in QuickTime, then you can view it in cineSync. cineSync Pro accounts also support frame playback for image sequences including DPX, EXR and Cineon.

  • Please Note – cineSync 5 and cineSync 4 have different connection requirements, as follows

    cineSync 5

    cineSync 5 communicates via TCP port 443 and requires, and requires connections to the following addresses:

    cineSync 4

    cineSync 4 uses an outgoing TCP port of 5068, and requires connections to the following IP addresses:

    • 74.50.49.131
    • 74.50.52.109
    • 94.76.200.4
    • 74.50.59.191

    cineSync 4 also requires a connection to www.cinesync.com on TCP port 443

  • cineSync is free to use for people who simply want to join an existing session. The ability to host your own sessions requires a paid cineSync account. Account packages are available as monthly, 6 month and 12 month subscriptions priced according to the maximum number of people you’d like to participate in your sessions; further information can be found here.

  • You can report bugs or suggest features by sending us an email. Alternatively you can send your ideas to us directly from the cineSync Menu on Mac OS X or from the Help Menu on Windows and Linux.

  • cineSync is secure by design; only synchronisation data such as ‘I am on frame 10’ and ‘I have drawn a line here’ are sent to the other clients in a session. In addition to this all communication is sent over an encrypted SSL connection.

  • Yes, the participants in a single cineSync session can join from cineSync for Windows, Mac OS X, Linux, or any combination.

  • cineSync Pro supports Autodesk .3dl, Lustre .LUT and Scratch .3dl LUTs, Iridas .ITX and Iridas .Cube

  • Frankie supports Firefox, Chrome, Safari, Internet Explorer 11+ and Edge. For best performance, we recommend Chrome, which is available as a free download for Mac, PC and Linux.

  • Frankie supports all of the most commonly used video formats and 99% of the rest. Here’s a (very) small sample of the supported video formats:

    • AVI
    • DNxHD (SMPTE VC-3)
    • DV (Digital Video)
    • Flash Video (FLV)
    • H.264 / AVC / MPEG-4 AVC / MPEG-4 part 10
    • Matroska (MKV)
    • MJPEG (Motion JPEG)
    • MOV (Quicktime)
    • MP4 Video
    • Ogg Theora
    • ProRes 422
    • WebM
    • Windows Media Video (WMV)

    Frankie also supports still images in the PDF, PNG and JPG formats. You can import several other image formats, but they’ll take a little while to load.

  • When you upload videos to Frankie they’re transcoded to H.264 so that we can support all of the common browsers. We preserve the original file resolution and aim to maintain a very high quality level without generating files that are too large to load within a reasonable time frame.

  • If you encounter any bugs or run into difficulties when using Frankie, email our support team at support@cospective.com.

  • Occasionally, you may encounter an issue where a Frankie review doesn’t load correctly. In some cases Frankie may display a message saying that it is unable to connect to its server. In others, the ‘Loading review…’ message and progress bar may appear, but the review doesn’t load even after several minutes.

    There are a few possible causes of this issue. The first is related to a web technology known as WebSockets, which Frankie uses for its communication with the server. Some older browser versions don’t support WebSockets and so it’s worth checking that you’re using the latest version. You can check whether WebSockets are enabled on your browser by visiting www.websocket.org and viewing the test results. If the WebSockets (Port 443) result is ‘Yes’ with a green tick then Frankie should connect just fine. Otherwise, it’s time to upgrade your browser!

    In some rare cases, access to the Frankie server may be blocked by some firewalls. If you are experiencing a connection problem that you can’t easily resolve, please email support@cospective.com and we’ll be happy to help.

  • Frankie supports up to ten simultaneous participants in each review, depending on your current plan. That’s you plus nine friends.

  • Yes, each participant in a Frankie review can be on any supported operating system and browser. For example, one person could be using Chrome on a Mac while another is be using Firefox on a PC — the review will still work perfectly.

  • Frankie has a dedicated iOS app which can be downloaded for free from the App Store

    Frankie will run on some Android tablets, but in a browser rather than in a native app, which means performance can be less reliable than on iOS devices. Again, this is something we’ll be addressing in the coming months.