FlipFactory Frequently Asked Questions

Top 10 + Specific Questions

Where are the FlipFactory logs located?
Where is my license file located?
How do I back up my factory settings?
What are the supported QuickTime and Java versions for FlipFactory?
I want to install a later version of Java or QuickTime than what is recommended.
Are there any known issues with QuickTime versions?
I am on FlipFactory version 6.0 and I want to decode Apple ProRes, but the ProRes decoder is only available in  QuickTime 7.4.5. What should I do?
I need to use Java version X, but it’s different than what is supported.
How should I backup my database? Should I use the “Backup Restore Tool”?
How do I change the logon of the FlipEngine Service?
Can the FlipEngine service be logged on as a Domain user?
How do I install FlipFactory into a current installation of Microsoft SQL2005?
What does the error “No Partitions Available” mean?

Section Shortcuts

License Issues

FlipFactory General Questions

File Problems

FlipFactory Integrations

Third-Party Codecs and Applications

TrafficManager FAQ

Where are the FlipFactory logs located?
C:\program files\telestream\flipfactory

Where is my license file located?
C:\program files\telestream\flipfactory\license\license.dat

How do I back up my factory settings?
Go to Administer Accounts, highlight the account that you want to backup, and hit the button with the arrow above. This will allow you to save your factory settings as an XML file.

What are the supported QuickTime and Java versions for FlipFactory?
For FlipFactory 5.1: Java 1.4.2_09 and QuickTime 7.0.4
For FlipFactory 6.0: Java 1.5.0_12 and QuickTime 7.1.6
For FlipFactory 6.1: Java 1.5.0_12 and QuickTime 7.4.5
For FlipFactory 7.1: Java 1.6.0_15 and QuickTime 7.6.6
For FlipFactory 7.2: Java 1.6.0_21 and QuickTime 7.6.6

I want to install a later version of Java or QuickTime than what is recommended.
This is usually a very bad idea. FlipFactory will run with later versions of Java, but some of them cause problems. The same goes for QuickTime.

Are there any known issues with QuickTime versions?
QuickTime 7.4.5 has a known bug that will not use a network UNC path in your store. QuickTime 7.5.5 does not have this problem.

QuickTime 7.5.5 seems to break some QuickTime reference workflows.

I am on FlipFactory version 6.0 and I want to decode Apple ProRes, but the ProRes decoder is only available in QuickTime 7.4.5. What should I do?
To decode Apple ProRes, you will need to upgrade to FlipFactory version 7.2.

I need to use QuickTime version X and it breaks Y!
Telestream has no control over bugs inside QuickTime, which limits our ability to support all QuickTime versions. If you are using the recommended version of QuickTime, then please contact us for support. Otherwise please try using the recommended version of QuickTime.

I need to use Java version X, but it’s different than what is supported.
If you are not using the supported versions of Java or QuickTime, we recommend you go back to the supported versions.

How should I backup my database? Should I use the “Backup Restore Tool”?
Do not use the Database Backup-Restore utility.

The best way to back up your database is to shut down the FlipEngine service first, then shut down the MSSQL $FLIPINSTANCE service and copy the database files to a different location.

For FF6.0 and below, the database files are located here:
C:\program files\Microsoft SQL Server\MSSQL$FLIPSINSTANCE\Data.

For FlipFactory 6.1 and later, the database files are here:
C:\Program Files\Microsoft SQL Server\MSSQL.1\MSSQL\Data.

Just copy the entire folder to a different location. When you are done, restart the SQL Service first, then the FlipEngine Service.

How do I change the logon of the FlipEngine Service?
Go to the Services tab, which you can reach by going to Start then Run, typing “services.msc” and hitting return. Right-click on the FlipEngine service and go to Properties, then select the Logon tab. The FlipEngine service must be logged on as a user that is in the local Administrator group. Also see the Access Network Locations with FlipFactory FAQ.

Can the FlipEngine service be logged on as a Domain user?
Yes, but that Domain user must still be in the local Administrator group of the FlipFactory machine.

How do I install FlipFactory into a current installation of Microsoft SQL2005?
During the installation process, FlipFactory will attempt to install the database. When it does, it will ask you where you want to point the database. Simply point the installer to the current SQL installation and it will install a FLIPINSTANCE into that database. This can be on a different machine than the FlipFactory machine. The installer must have SA access to the whole database, so you will need to open up the SA user for the installation. After the installation is complete, you can change the access.

What does the error “No Partitions Available” mean?
This error means that FlipFactory cannot access the Local Storage location, which is where FlipFactory holds media. Check your store configuration in the registry.  Also see the Local Store Configuration FAQ.


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License Issues


There are features on my console that are grayed out.
Your license determines which options are available to you. If something is grayed out, it means that your license does not include that feature.

There is a feature that is grayed out that I want to use, and I think I’ve already paid for it.
Send your license.dat file to license@telestream.net and explain the situation. They will review the available options in your license and your sales orders and let you know what options you paid for.

There is a feature that is grayed out that I want to use, and I know I haven’t paid for it.
Send your license.dat file to license@telestream.net and explain your situation. They will generate a quote for you.

There is a feature that I think I want, but don’t know if it will do what I want. What should I do?
Send your license.dat file to license@telestream.net and explain your situation. They will be able to tell you if that feature is what you think it is. If necessary, they can give you a temporary license for that option so you can test it in your workflow. Generally temporary licenses expire in 15 days.

All my Products are grayed out except Duplicate Original; or When I try to flip a file, it shows a license error in Job Status for that job; or Job Status shows a hex error code that ends with CE.
Things to check in these situations:

  • Is there a file named license.dat file in the C:\programFiles\telestream\flipfactory\license directory?
  • Did you restart the FlipEngine service after putting a newly-issued license.dat into that directory? This is an often overlooked but necessary step.
  • In the C:\program files\telestream\flipfactory\license directory, do you have “Hide extensions for known file types” checked? This is in the Tools -> Folder Options -> View. If so, the file could potentially be named “license.dat.dat”, which would mean that FlipFactory doesn’t see it. Uncheck that folder option and make sure the file is called “license.dat”. If it is called “license.dat.dat”, remove one of the “.dat”s and restart the FlipEngine service.
  • Check the MAC address that the FF license is tied to.

Inside the license.dat file, the MAC address is referenced as “HOSTID”. Write down the MAC address.
Open up a command line, and do an “ipconfig /all” and record which connection is attached to that MAC address.
Right-click on “My Network Places”, go to Properties, then Advanced, and Advanced Settings. Locate the connection that is attached to that MAC address. Highlight it and use the arrows on the side to push that connection to the top of the binding order.
Restart the FlipEngine service.

  • Open the license.dat file in Notepad (only Notepad, not Word or Wordpad). The license file should be formatted like this:

FEATURE FLIPSCAN TL_SERV 2008.1126 permanent uncounted \
HOSTID=0019b92ed0b8 SIGN=D9D42A1E4154

FEATURE NOTIFY_HTTP TL_SERV 2008.1126 permanent uncounted \
HOSTID=0019b92ed0b8 SIGN=D06903BA5B1E

FEATURE NOTIFY_EXTERNAL_SHELL TL_SERV 2008.1126 permanent uncounted \
HOSTID=0019b92ed0b8 SIGN=86F25E8403D63

FEATURE MONITOR_NET_PLUS_METADATA TL_SERV 2008.1126 permanent \
uncounted HOSTID=0019b92ed0b8 SIGN=A20FEDA0F640

     (This is only a small portion of a license file. Your options will be different.)

If it’s not formatted like that, email your license.dat file to license@telestream.net and request a new one.

  • Are the features in your license expired? In the example above, the strings are permanent and never expire. If you have a date instead of the word “permanent” in them, make sure that date has not passed.

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FlipFactory General Questions


Why can't I install FlipFactory on my F drive (or other drive) when there isn't enough space on my C drive?
You can install FlipFactory on any partition you select. HOWEVER, the installer uses space on the C drive for the installation process. Make sure there is at least 350MB of free space on your C drive before installing FlipFactory.

How can I tell which files are being monitored?
System Status window shows all active monitors. If you've deleted an account and the monitors are still active, you will need to restart your FlipEngine from the Server's Task Manager.

How do I know what licenses are active?
You can check your license status by click on the "About" button on the FlipFactory console.

Why can't I browse my network from the Submit window?
You need to set your java permissions to (Settings/Control Panel/Internet Options/Security/Custom Levels/Java Custom Settings) enable Miscellaneous Java permissions.

How can I password protect my Quicktime Sorenson 3 media files?
Select the Media Key option in the Sorenson 3 codec and enter a password. When the clip is opened, you will be prompted for your password.

My FF applet reports back with a "Cannot display page" error?

  • Check to see if the Flip Engine is started. Windows 2000: display the Services window in
    Control Panel > Administrative Tools. Windows NT: display the control panel.
  • If the Flip Engine is started, determine if HTTP port 9000 is already in use by another application or service. If so change the HTTP port number to an unused port number above 9000.

After a restart or boot up when I click on the shortcut to the FF applet nothing happens.
Flip Factory service takes a while to start while enumerating all the decoders, encoders and plug-ins. Wait a minute and try the shortcut again.

How can I brand my video output?
If you have an unbranded license and want to add a message to your video output, such as "Produced by Telestream FlipFactory," go to regedit, then navigate to HKEY_LOCAL_ MACHINE/SOFTWARE/Telestream/FlipServer and make a new key called Settings then a new String Value called branding.title. Modify and enter the text you want to appear such as Produced by Telestream FlipFactory.

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File Problems


I have a file that I cannot flip through FlipFactory. How should I proceed?

  • Is this the only file that will not flip? If it is the only one, and you have other files recorded the same way, chances are there is some kind of error in that file. If it is all your files, proceed to the next step.
  • Is a third-party codec required to flip this file? If you are coming from an Avid, you must have the latest Avid Codec Pack installed on your FlipFactory machine. Please see the Third-Party Codecs FAQ.
  • Have you recently upgraded? If you have, you should make a test factory from scratch and attempt to flip the file through that factory. This will identify if there are options in the factory that need to be exposed in order for the factory to function properly.
  • Do you have GraphEdit on your machine? If so, and you know how to use it, please drag the file into GraphEdit. If you get a “Could Not Construct a Graph from this File” error, then FlipFactory will usually produce the same result. Record that error and send it in with the other required information in Step 6. If it does construct a graph of the file, please take a screenshot of it and send it in with the information in Step 6.
  • Contact Technical Support.
  • Send us your file, your factory settings and all your log files. Make sure you identify which factory you used. You can upload all this information to our ftp site, or put them on an ftp site of your own for us to retrieve.

I have an output file that has poor audio or video quality. What should I do?
First, follow the first four steps from above. If none of that works, send us all of the following:

  • Your source file.
  • The bad output file made from that source file (very important).
  • Your factory settings and all your log files.
  • A description of the quality problem you are seeing and how you played the file when you saw the problem.
  • If you know how the file was created, please describe that as well.

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FlipFactory Integrations



I have a Pathfire ServerConnect, and I see it’s running FlipFactory. Who should I call for support?
For Pathfire ServerConnects, you must call Pathfire for technical support. Telestream technical support will be unable to assist you. If necessary, Pathfire can contact Telestream for additional help. To identify whether you have a Pathfire ServerConnect, check the desktop of the machine. Pathfire ServerConnects have a large, distinctive “Pathifre” logo on the desktop background.

I am using FlipFactory with the Harris Automation Plugin. Who should I contact for support?
You should contact Harris for technical support. If they need additional assistance, they will contact Telestream support.

I have an Omneon MigrateTool, which uses FlipFactory. Who should I contact for support?
You should contact Omneon technical support.

I purchased FlipFactory through a reseller. Who should I contact for support?
You should always attempt to get service through your reseller first. They are familiar with your setup and will probably know what you need to do. If you do call Technical Support, please mention that you bought FlipFactory through a reseller and who that reseller is.

I purchased a DAM system(Artesia/Opentext, FrontPorch DIVA, etc) and it already has FlipFactory installed, but you have a newer version/update on the Telestream website. Should I upgrade?
Do not make any modifications to your system without the approval of the DAM company first. Those systems have carefully researched upgrade paths, and you should not deviate from them.

I am using FlipFactory with a DAM and I am experiencing a failure. What should I do?
Always contact the DAM company technical support department in these cases. If there is a problem, that company will contact Telestream support for help. If you feel you must contact Telestream support, it is vital that you mention you are using one of these systems.

I have a custom integration of FlipFactory where I send messages directly to the FlipFactory database (SDK). Who should I contact for support?
SDK customers who have purchased SDK support should contact the FlipFactory developers. This is the fastest way to get a response. You can contact Support and your question will be directed to our developers. See the SDK FAQ.


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Third-Party Codecs and Applications


Telestream’s official policy on installing third-party codecs is that we have a list of supported third-party codecs and all other third-party codecs are unsupported.

Supported means that we approve of or encourage the installation of these codecs, and we have qualified that they will not interfere with any FlipFactory codecs. However, we did not write the codecs, which means that problems inherent in the codec cannot be resolved by Telestream.

The list of supported third party codecs are:

  • The Avid Codecs (www.avid.com)
  • The AJA codecs (www.aja.com)
  • The Blackmagic codecs

Unsupported means that we do not encourage or recommend that customers install these codecs, as they may interfere with the regular operation of FlipFactory. Furthermore, uninstalling these codecs might not remove them properly, so proceed with caution.

A partial list of unsupported codecs includes (this is not a complete list):

  • DivX (or Xvid)
  • ffdshow
  • x264
  • Any of the various “codec packs” (including KLITE)
  • Many, many more….

Some customers have reported success with decoding and encoding files(such as DivX) after installing the appropriate codec. That is fine, and we are happy that it worked, but the codec is still officially unsupported. Additionally, you may find that decoding other files isn’t working properly after installing these unsupported codecs. If that is the case, there is nothing to do except remove it. Telestream support will not be able to assist you with this if you have other codecs installed and do not remove them.

If you really must have these codecs and you want to run them with FlipFactory, our advice is to have two FlipFactory servers, one that is clean and one that you can install these codecs on. Do not, however, confuse this advice with Telestream supporting those codecs. They are still unsupported.

I want to install a certain application on the FlipFactory server. Is that supported?
The answer is almost always no. Unless advised to by Telestream support, do not install any other video or audio applications onto the FlipFactory server. This includes, but is not limited to, video or audio editing applications, DVD playback software, and DVD or CD ripping software.

A list of approved 3-party applications includes:

  • QuickTime(you must have this)
  • WindowsMediaPlayer(you can’t get around having this, as it comes with Windows)
  • VLC Player(As far as support has been able to determine, this is safe to install on your FlipFactory machine)
  • GraphEdit

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TrafficManager FAQ


What is TrafficManager?
TrafficManager is a version of FlipFactory that comes with a specific set of options. It is intended only for use by television stations, and mimics the Traffic/Operations workflows that most stations already use.

What does the Traffic account do?
The Traffic account retrieves and stores advertising content distributed by companies such as DGFastChannel. It stores content until the Traffic department issues a dublist that requests it.

This is done by monitoring all incoming content to the edge servers, pulling it to the FlipFactory box, and applying metadata labels for each spot that comes in. Those labels include the ISCI number and the duration.

What does the Operations account do?
The Operations account distributes the ads called for by the dublist to the playback servers, and optionally notifies the automation system.

This is done by checking each house ID on the dublist, matching it to an ISCI number in the Traffic database, applying the house ID to the spot, and sending it to the playback servers.

Where do the metadata labels like the duration get generated?
Those are sent with the spot by the distribution company. FlipFactory does not generate them, just applies them.

My spots are coming in without metadata, how do I fix this?
Usually in this situation, FlipFactory cannot reach the metadata webpage on the DG server. Contact DG and make sure the web page is being served properly.

My spots are coming in fine, but they are trimmed wrong. How can I fix this?
The trim labels are pre-set from the distribution company. If you need to alter them, you can go into the monitor and change the offset start time and offset end time.

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