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New Magic Australia offers free phone and email support for all products. Should you need to contact us for support please consult the Contact Us page. You can use this link to access the Blackmagic Design support pages and additional information for commonly asked questions can be found below.

 

1. Where can I download my latest Blackmagic installer?

  • - Blackmagic Camera Setup
  • - DaVinci Resolve and Fusion Studio (Be sure to download the version with 'Studio' in the download's name if you have the paid activation key or USB dongle license)
  • - ATEM Switchers
  • - Ultimatte
  • - HyperDeck & Video Assist
  • - DeckLink, UltraStudio & Intensity
  • - Cintel Scanner
  • - Teranex AV & Express
  • - Micro, Mini, Teranex & 2110 Converters
  • - SmartView & Video Assist
  • - Network Storage
  • - MultiView
  • - Videohub & Ethernet Switch
  • - Web Presenter & Streaming Encoder/Decoder

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    2. Where can I find Blackmagic's official DaVinic Resolve training material?

  • - Blackmagic's DaVinci Resolve Training Page
  • - Blackmagic's official YouTube Channel

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    3. I've lost my DaVinic Resolve Studio Activation Key:

    If you are unable to locate your Activation Key, we will need to put in a request via Blackmagic's system to attempt a recovery. This process is slightly different depending on how the activation was purchased.

  • You purchased the activation via the DaVinci Resolve Website:

    • Please email our support staff your contact details from the email address used during the purchasing process (the email associate with you PayPal account)

  • You purchased the activation on its own from an authorized Blackmagic Design dealer:

    • Please email our support team a copy of the purchase invoice with your name, contact details and the serial number of the product along with a copy of your ID

  • Your license came inside of a Blackmagic product (Camera, Speed Editor etc.):

    • Please email our support team a copy of the products purchase invoice which has your details, a copy of your ID and photo of the products serial number (for Pocket Cinema Cameras it is located inside the battery compartment and for URSA cameras its located on the bottom)

     

    4. I'm having trouble activating DaVinci Resolve:

    Typically we find that this is due to a firewall &/or security blocking the activation. Steps for troubleshooting include:

  • - Check that your computer is connected to the internet
  • - Disable any firewall, internet security on your computer or third-party block programs
  • - If still unsuccessful, try enabling a VPN if you have one available.

    • - Try using your phone's data connection by hot-spotting. To do this, physically connect your phone to your computer via USB and enable USB-Tethering. Make sure the phone's WiFi is turned off

  • - You may need to add exceptions for the following for any system or network security:
  • http://blackmagic.hostedactivation.com/blackmagic/
  • https://blackmagic.hostedactivation.com/blackmagic/
  • Port: 80 and 443

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    5. I'm having DaVinci Resolve tech issues, what should I provide to assist with the troubleshooting?

  • - A brief description of the issue.
  • - Which operating system version are you using exactly?
  • - Which Studio license type do you have(Apple App Store, Activation Key or USB Dongle)?

    • - a screenshot of the DaVinci Resolve Studio splash screen showing the Resolve Studio build number you have installed. (Click on the drop-down menu item 'DaVinci Resolve', then click 'about DaVinci Resolve').

    For deeper troubleshooting, please provide a copu of your computers .spx (MAC) or .nfo (PC) system information file, a copu of the Resolve .drp project that shows the issues and a copy of the Resolve Diagnostic/CaptureLogs. Details of how to provide these files can be found below

  • System Information (macOS):
  • - Hold down the Option Key and click on the Apple menu (top left corner).
  • - Click the System Information application
  • - Click on File --> Save.

    • - Save the .SPX file to your desktop and email it to us as an attachment

  • DaVinci Resolve Diagnostics\CaptureLogs (macOS)
  • - If not dealing with a crash, you can choose to create the CaptureLogs from within Resolve.
  • - Click on Help --> Create Diagnostics Log on Desktop

    • - Find the .tgz file on your Desktop and email it to us as an attachment

  • - If Resolve has crashed, for the .tgz file, open a finder window
  • - Navigate to the /Library/Application Support/Blackmagic Design/DaVinci Rsolve folder and double clikc CaptureLogs

    • - This action will place a .tgz file on your Desktop which you can email to us as an attachment

  • DaVinci Resolve .drp Project File (macOS):
  • - Click on File --> Export Project (alternatively use Command + E).

    • - Save the .drp file on your Desktop and email it to us as an attachment.

    or

  • System Information (Windows):
  • - Click on the Start Menu and type System Information, open the application
  • - Click on File --> Save.

    • - Save the .NFO file on your desktop and email it to us as an attachment.

  • DaVinci Resolve Diagnostics\CaptureLogs (Windows):
  • - If not dealing with a crash, you can choose to create the CaptureLogs from within Resolve.
  • - Click on Help --> Create Diagnostics Log on Desktop

    • - Find the .zip file on your Desktop and email it to us as an attachment

  • - If Resolve has crashed, open a new Explorer window
  • - Go to the following path: C:\Program Files\Blackmagic Design\DaVinci Resolve\
  • - run the CaptureLogs.bat file.

    • - This will place a .zip file on your dektop. Run CaptureLogs after a Resolve crash and before restarting Resolve

  • DaVinci Resolve .drp Project File (Windows):
  • - Click on File --> Export Project. (alternatively use CTRL + E)
  • - Save the .drp file on your Desktop and email it to us as an attachment.

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    6. How to restore a DaVinci Resolve local project library/database:

  • Option #1: Backup and restore using .diskdb file:
  • - If you have manually created a Project Library backup which lets you save a .diskdb file, then the process is quite straight forward.
  • - Firstly, have your Resolve Project Manager window open
  • - Underneath the 'Local' tab you'll see the words 'Project Libraries' and to its right you'll have some icons.
  • - To the left of the magnifying glass you'll have the 'restore' icon, click on this
  • - Navigate to where you saved the .diskbb file. Once added you'll get the 'Add Project Library' window.
  • - Give the Project Library a name and browse to where you would like the Project Library.Database to be stored.
  • - Hit 'create'.
  • - You should now have this new restored version of your project library sitting in the project manager. When you select it, ALL your project from the time you created the .diskdb backup should be there.

    • - If however you do not have the .diskdb file, but you still have the Project Library Folders, then you can use the 'connect' option as per below.

  • Option #2: Restore database from the existing project library folder structure using 'Connect':
  • - If you still have the folder structure of a previous Project Library, you can use the below steps to connect to this location.
  • - From the Project Manager window, click on "add Project Library"
  • - Now click on "Connect" (not create).
  • - Give the Project Library a name and browse to where the existing folder structure is.
  • - NOTE AS PER BELOW (VERY IMPORTANT)
  • - The folder structure MUST be correct for this to work and you need to browse to the TopLevelFolder of the Project Library folder structure.
  • - The top level folder should contain a Resolve Project folder. By default, this top level folder is called the "Resolve Disk Database", however you may have this as a different name if you had a custom location.
  • - The Project Library structure should be as per below
  • - TopLevelFolder\Resolve Projects\
  • - Then inside the Resolve Projects folder, you'll have 2x folders (Settings & Users), inside 'Users' you should have 'guest', then 'Projects'.
  • - Inside 'Projects' is where all of your project names can be seen. Each has it's own folder and in each of these you will see a Project.db file.
  • - Back in Resolve and within the connect window, if you have successfully browsed to the correct location (\resolve projects\users\guest\projects) and hit the 'connect button', it will create your Project Library with the given name. You should now have a successfully restored Project Library.

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    7. My Apple computer can't detect my UltraStudio/DeckLink Device:

    We often find that Mac security settings are preventing the Blackmagic device from communicating with the system, you can take the below steps to modify the security settings:

  • - Make sure you have the lasted Desktop Video installer on your Mac, the download link is here.
  • - Open your Mac's 'System Settings' Appliation.
  • - Go to the 'General' tab and then to 'Login Items & Extensions'.
  • - Scroll down to the 'Extensions' section and switch the results from 'By App' to 'By Category'.
  • - Click on the info symbol next to 'Camera Extensions'.
  • - Ensure that 'Blackmagic Desktop Video Driver Extension' is turned on.
  • - Click on the info symbol next to 'Driver Extensions'.
  • - Ensure that both of the 'com.blackmaig-design...' options are turned on.
  • - When you go back to your Desktop Video installer, the device should now be showing up.

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