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General Support Information for TrialDirector 6.

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  • General Support Information for TrialDirector 6.

    General Support Information for TrialDirector 6.

    ***(This article is not a complete list. The information may change frequently)***




    Phone Support for TrialDirector 6 is only available on Serial Numbers that are In-Maintenance.
    To check if your Serial Number is In-Maintenance, click HERE to contact us.





    TrialDirector 6 is currently supported on the following Operating Systems
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    • Windows 10
      Notes on Windows 10 support

      -------Retail Microsoft Windows 10 Builds 1607 to 1903 (current) are supported. Any builds before this and Beta Windows 10 builds are NOT supported.
      Windows Insider Builds are also NOT supported.

      -------Microsoft has heavily scaled back support for Microsoft Components that TrialDirector 6 leverages.
      Per Microsoft, the components in question are legacy - they may or may not work as they have in the past. Ipro has no control over this.

      -------This includes MPEG-1, MPEG-2 and SMI (Caption files) played back within videos. Click this article for more information.

      ------- For most troubleshooting - you will be required to encode your videos to MPEG-4 or MP4 to continue using TrialDirector 6.
      Speak with your videographer or Vendor for more info. Ipro CANNOT mass-convert your videos to proper format.


      -------TrialDirector 6 uses Microsoft Windows Media Player Components to play back video.
      Ensure your Windows Media Player works or switch to another computer.

      -------TrialDirector 6 may not display audio, video or both audio / video on a computer that utilizes NVidia 64-bit drivers only.
      Please be aware of this when purchasing a courtroom computer. Ipro has no control over this. NVidia made this decision - see this article for more info.

      -------TrialDirector 6 tabs at the top and bottom may not respond when Windows Resolution is set ABOVE 1920 x 1080.
      Ensure your resolution is set at 1920x x 1080 or below. Scaling also needs to be below 150%.
      Please be aware of this when purchasing a courtroom computer. Ipro has no control over this. See this article for more info.
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    • Windows 8.1
      Notes on Windows 8 support

      -------Windows 8 closely mirrors the Windows 10 environment. All the Notes on Windows 10 support applies to Windows 8.1

      -------Windows 8 RT is NOT supported.
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    • Windows 7
      Notes on Windows 7 support

      ------- Windows 7 is still supported ( Service Pack 1 needs to be installed)

      ------- Windows 7 End-Of-Life is scheduled for January 2020. Microsoft will end support. Please update to Windows 10.

      ------- 3rd party codecs and plug-ins installed alongside TrialDirector 6 may impact performance and playback in Windows 7

      ------- Users may be required to UNINSTALL programs to troubleshoot. No exceptions.
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    • Apple BootCamp
      Notes on Apple Bootcamp support

      -------Users with Apple Computers can install Apple BootCamp onto their computer.

      -------Once BootCamp is installed, users can then install Windows 10, Windows 8 or Windows 7 into the BootCamp section of the computer.

      -------Once Windows is installed, the above Windows 10, 8 and 7 information applies to this type of install.

      -------Ipro cannot assist users with installing BootCamp or the Windows Operating System. Please contact Apple and Microsoft.

      -------Apple Parallels is NOT supported.
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    • Unsupported Operating Systems
      Notes on Unsupported Operating Systems

      -------If it's not listed above, it's not supported.

      -------Also not supported - Windows Server (all versions) Windows Enterprise N (all versions) any Linux or Unix distro.

      -------Once Windows is installed, the above Windows 10, 8 and 7 information applies to this type of install.

      -------VIRTUAL MACHINES ARE NOT SUPPORTED. They do not meet hardware requirements.
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    Other Limits of Support
    • While most computer systems have the Operating System and 3rd party software installed, Ipro may require the user to remove any and all 3rd party software so that
      Ipro Software and the Windows Operating System are the only two components installed. There are exceptions, but this is the only configuration Ipro is responsible for.
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    • Ipro will never assist a client with Windows Driver Installation. The user will need to speak to their IT Group. No Exceptions.
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    • Database Repair outside of Ipro Software - Ipro will need the user to sign a waiver to release liability. This service may also be billable.
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    • Registry repair and tweaks - Ipro will need the user to sign a waiver to release liability.
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    • Disabling Security / Antivirus - Users will need to involve their IT Group for security related issues using Ipro Software.
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    • Windows Permissions - Users are assumed to be Windows Local Admin or Windows Domain Admin. If permissions are a hurdle, troubleshooting is exhausted.
      Users will need to engage their IT Group. This also applies for Firewalls.
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    • This is not a complete list. Ipro is also not responsible for:

      Hardware
      Network Firewalls
      Routers
      Switches
      Load Balancers
      Server OS Installation
      Server OS Configuration
      SQL Maintenance Plans
      Courtroom Equipment
      Barcode Scanners
      DNS Settings
      SQL Installation
      SSL Certificates
      Security Group Configuration




    This article should be reviewed before contacting support. If your support call has to do with how to's, usage, or anything outside of launch or error messages - Ipro Support may refer you to Ipro Training Services (billable). While support can accommodate some very basic training, this is not what's outlined in the TrialDirector 6 maintenance contract.
    Last edited by Chris Friedel; 4 days ago.
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