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  • General Support Information for TimelineXpress


    General Support Information for TimelineXpress.

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




    Some TimelineXpress issues require in-depth troubleshooting.
    Please click HERE to contact us.





    TimelineXpress 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 TimelineXpress 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 TimelineXpress.
      Speak with your videographer or Vendor for more info. Ipro CANNOT mass-convert your videos to proper format.


      ------- PRINTING: Timelines that are printed to hard copy in TimelineXpress should NOT be printed to standard 8 1/2 x 11 paper.
      Timelines are best presented digitally within the software or if you must print to hard copy, consider speaking to a vendor that can print in banner size.


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

      -------TimelineXpress utilizes most native applications to display anything thats linked. Example - Adobe PDF for PDF files, Microsoft Word for doc and docx files, etc.
      Ensure these files are installed and working properly for TimelineXpress to display your linked files.

      -------TimelineXpress 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 production computer. Ipro has no control over this. NVidia made this decision - see this article for more info.

      -------TimelineXpress menus and the Timeline window may not function properly 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 production 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 TimelineXpress 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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    • Ipro will not repair transcripts. Please speak to the courtroom reporter to get the transcript repaired and re-certified.
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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, clients will need to reach out to Ipro Training Services for any training beyond 10 minutes. Training Services may be billable.
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