Support

Contact Us

Address

Cospective Pty Ltd,
Adelaide Studios,
226 Fullarton Road,
Glenside SA 5065,
Australia

Phone

+61 8 8400 6475

Frequently Asked Questions

  • Macintosh

    • Mac OS X 10.8 or later
    • An internet connection that does not block port 5068
    • Intel-based Macintosh Computer

    Windows

    • Windows 7 or later
    • An internet connection that does not block port 5068
    • Intel or AMD processor, 2.5GHz or faster 2GB RAM Dedicated 3D video card, 128MB RAM*

    * Supported Chipsets: NVIDIA GeForce 6800 GT or greater; ATI Radeon 9800 Pro or greater. Laptop versions of these chipsets and integrated chipsets may work but are not supported.

    Note: System requirements are based on playing a 1280 x 720 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.

  • cineSync 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

    While it is rare for firewalls to block outgoing TCP ports, if you experience connection problems it is worth checking that your firewall is not blocking this outgoing port.

  • 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.