Contact Episode Support

Search our Knowledge Base

Tell us what you need help with...

  • Troubleshooting
    • QuickTime and Bonjour for Windows are installed but Episode won't launch.

      Go to Windows Services. Scroll down to Episode services. Right click to restart any Episode Service that is not running. Episode Services are also known as Background Processes and can be set in Episode Advanced Preferences.

    • How can I prevent a crash with large files if I don't have an Engine license?

      Episode 7 is a 64-bit application that supports UHD and 4K transcoding. Previous versions of Episode were 32-bit and only used 4 GB RAM on Windows. There are no known Episode Mac memory issues when encoding large files.

    • What are Episode Best Practices?

      Best Practices is to set File Cache location in Episode Preferences to external storage. Running many jobs with a local source on a default configuration will stress the disk I/O since all jobs will be reading and writing from the same disk. Set the cache path to physical storage which is different than the source storage like another local disk (internal SATA drive or external attached drive) or shared storage on a SAN. Running many jobs on a default configured cluster will stress the network I/O too. Setting the cache path on all machines to the same shared storage helps. The data still has to be transferred between the machines, but the OS is responsible for it in this case. If file cache is changed from local machine to shared storage on a SAN, make sure the Episode user has read/write permissions on the SAN.

    • How do I reinstall Episode?

      Run the Episode Windows clean up script:

      • C:\Program Files (x86)\Telestream\Episode 6\bin\EpisodeCleaner.bat
      • Script must be run with admin privileges. (Right click on command prompt and choose “run as administrator”)
      • Uninstall Episode from Add and Remove programs
      • Reboot system
      • Reinstall Episode for Windows

      Run the Episode Mac clean up script:

      • Go to the Application folder
      • Right-click Episode.app and choose "Show package contents"
      • Navigate down into /Contents/Resources
      • Double-click the EpisodeCleanup.command and follow its instructions
      • Reinstall Episode for Mac
  • Activation and Downloads
    • Where can I find current and previous versions of my software to download?

      You can download from our website by hovering your mouse over the Support tab at the top of the page and select the "Download" link for the product you want to download. This will take you to the Customer Login page. The login is not associated with your purchase. Please create an account by clicking "Create an Account." Enter the requested information and note that your email address will be your username.

      Once you have created an account and logged in, you will be able to download the most current version from the link on the right side of the page. Previous versions are available on the left side of the page.

      Watch the   Desktop Applications Tutorial: Download Current and Previous Versions of Software.

    • How many computers can I activate with my license?

      Our software End User Licensing Agreement (EULA) states that you can run your desktop product on one (1) computer at a time. If you have purchased multiple quantities of the product, you are authorized to install the software on that number of computers.

      To activate your single license on a second computer you must first deactivate the license on the original machine and install and activate the license on your second system. To buy additional licenses, please see our online store. How to deactivate and activate your license.

    • Can I activate my license on Mac and Windows?

      Episode is a cross platform license. You can deactivate and activate your license on both Mac and Windows.

  • General
    • What is the major difference between Episode, Episode Pro, and Episode Engine?

      Episode will encode one job at a time. Episode Pro adds support for professional codecs and will encode two jobs simultaneously. Episode Engine encodes multiple jobs based on the number of cores. The only way to get all CPUs running at 100 percent is with Engine's Split and Stitch option which splits the video and audio into pieces, sends the bits to multiple processors, then stitches them back together.

    • How can I upgrade from Episode to Episode Engine?

      All upgrades are available within the Episode application under license preferences. You will get a new serial number and only pay the difference in cost.

    • Can I cluster Mac and Windows computers together?

      Episode serial numbers can be used on Mac or Windows computers. You can create a cluster with licensed and unlicensed machines. The master can be unlicensed if it is set not to run jobs in Episode Preferences. In the Cluster Browser, the unlicensed Mac and Windows computers should always be set to "Submitting to" not "Join". If more than one licensed machine is doing the encoding (i.e. joined to the cluster), go to Episode Preferences on the master and select "Load Balancing". This will ensure that all encoding jobs are evenly distributed.

  • Encoding
    • How do I create a custom encoder?

      Select a System Encoder preset that closely matches what you need. Drop it into the encoder icon in the workspace and double click to bring up the Encoder Inspector on the right. Type a new task name, make changes and save task. Custom encoders are saved in the User Encoders folder.

    • How do I export a custom encoder to another Episode computer?

      Select the encoder. Go to the File menu and select "Export Task". The file extension is .epitask. Copy the file to a flash drive. On the other Episode computer, drop the .epitask file into the encoder icon in the workspace. Double click to bring up the Encoder Inspector on the right and save.

    • Does Episode support Final Cut Pro, Adobe Premiere, and Avid workflows?

      Episode is fully compatible with Final Cut Pro and Avid Media Composer. Installation of Avid QuickTime codecs no longer needed. Episode 7.1 adds support for Adobe Premiere Pro plugin version 2.

    • Does Episode support closed captions and subtitles?

      Episode supports writing 608 and 708 closed captions in H.264, x264, and MPEG-2 (Elementary, Program, and Transport Streams) and MXF (Op1a, AS11, XDCAM). Captions can come from source VBI captions or from external .SCC file (608) or .MCC (708) files using caption importer filter. MOV source files (ProRes, DNxHD, etc.) must have QuickTime timecode track when using .SCC or .MCC caption files. The timecode should match the caption file start time.

    • Can Episode encode surround sound plus stereo tracks?

      The Pro Audio option is required for Dolby Digital (AC3) encoding. Episode 7 adds support for multiple tracks using Channel Configurator filter. Previous versions encoded multiple mono channels (left, right, center, etc.) within one stereo track using Channel Mapper filter.

Still Need Help?

Search our Knowledge Base
  
Submit a Support Inquiry