Troubleshooting


    Overview

    This section includes some hints and tips to help you troubleshoot an issue with your CODEX product.

    Please take a look at the Support FAQ's section below. If you can't find an answer to your question, you can browse through the main CODEX Help Centre using the navigation menu on the left-hand side, or use the search option at the top of the navigation menu. If you need to discuss your issue with the CODEX Support team, please use the Contact Support web form, or call us to speak to our team.

    Telephone and email support is available 8am to 5pm GMT | 8:30am to 5:30pm PST Monday to Friday through our teams in London and Los Angeles.

    Support Email: support@codex.online
    US Support: +1 323 283 8929
    UK Support: +44 203 7000 999

    Support FAQs

    I have a problem with Device Manager or HDE
    If you have recently installed Device Manager and it is not working as expected, then please ensure you have followed all the steps in the Installing Device Manager guide.

    If HDE is not working after you have updated macOS, then try Uninstalling Device Manager, rebooting, and then Installing Device Manager again.

    You can read more in the Device Manager and HDE sections of the Help Centre.

    If you would like support from our team with an issue with Device Manager or HDE, then please save your Device Manager log files and Contact Support with a description of your issue.
    I am getting a "CODEX Driver Error" popup
    The "CODEX Driver Error" popup will appear if the CODEX drivers (installed with Device Manager) are not working properly. This can typically occur if permissions to allow System Extensions (drivers) have not been correctly set on your Mac.

    To resolve this issue, please follow these steps:

    1.  Uninstall Device Manager from System Settings > Codex > Stop Server and then Remove software.
    2.  Reboot your Mac.
    3.  Follow the steps detailed in the Installing Device Manager guide, ensuring to pay special attention to the section titled Enabling System Extensions.

    If you continue to see the "CODEX Driver Error" popup after following these steps, please please save your Device Manager log files and Contact Support.
    CODEX media is failing to load on camera

    ARRI ALEXA 35, Mini LF or 265
    Please check the status on camera as you attempt to load the media. When inserting a Compact Drive into an ALEXA 35, Mini LF or 265, the status "INIT" will appear for a few seconds while the media loads, before turning to "READY". If the status does not change to "READY", please check the following:

    • If the status remains on "INIT" and does not change to "READY", please leave the Compact Drive in the camera for 10 minutes, save camera logs and Contact Support to report this issue. In some cases, the issue can be resolved by leaving the drive in the camera, or in a CODEX Compact Drive Dock or Reader for an hour (or more). 
    • If you are using a 2TB Compact Drive with a serial number starting "173" and have recently formatted the drive with macOS Disk Utility, then please load the Compact Drive onto your Mac via Compact Drive Dock or Reader and leave powered for 5 minutes before trying again on camera. This should allow the drive to load successfully. Please ensure that CODEX Media (with serials starting "173") are erased using either the Device Manager > Erase option, or Parashoot, and not with macOS Disk Utility.
    • If you have any other issue, please note any errors displayed on the camera, save your camera log files and send them to us, with a description of your issue, via the Contact Support form.

    All Other Cameras
    Please note any errors displayed on the camera, save your camera log files and send them to us, with a description of your issue, via the Contact Support form.
    I can't offload the clips from my CODEX media

    I cannot offload any clips
    If your CODEX Media is loading and you can see the clips in Finder, but you are unable to offload any of them, please check the following:

    • If you are offloading HDE ARRIRAW, then please ensure you are using a compatible copy tool.
    • If you are getting a "HDE cannot be applied to all clips" popup message, then please ensure you have installed the latest version of Device Manager from our Software Downloads page to ensure compatibility with the latest ARRI ALEXA camera SUP version.
    • If you see any other error message popups, please take a screenshot and Contact Support.
    • If you cannot resolve the issue, please save your Device Manager log files and send them to us via the Contact Support form.

    I can offload some clips, but not others
    If certain clips offload, but others do not, please check the following:

    • If you are getting a "Checksum Error" popup, this indicates an issue reading data from the drive. Follow the link to identify which frames from which clips are affected. Offload the affected clips again and try to identify whether the same frames from the same clips fail on the second attempt. Contact Support to discuss the issue further with our team.
    • If you are offloading standard ARRIRAW from the ALEXA 35, Mini LF or 265, then try enabling HDE (Device Manager > Preferences > HDE) and offloading as HDE ARRIRAW. You may be able to offload successfully. Please Contact Support to report the issue and discuss with our team.
    • If you see any other error message popups, please take a screenshot and Contact Support.
    • If you cannot resolve the issue, please save your Device Manager log files and send them to us via the Contact Support form.

    I have offloaded my clips as HDE, but they appear as 0 bytes in size

    HDE can only be offloaded using a compatible copy tool. If you offload with a non-compatible tool, such as drag and drop with macOS Finder, this will result in empty files of 0 bytes. 

    See Copying ARRIRAW HDE for more information.

    Is a licence required for Device Manager or HDE?
    No licence is required to offload your ARRIRAW clips as HDE ARRIRAW. See the High Density Encoding (HDE) section for more information. 

    If you are using the original ARRI ALEXA Mini or ARRI AMIRA, recording to CFast 2.0 cards, then Device Manager 7.5.1 or above supports a an MXF / HDE workflow with no licence required.  The earlier ARX / HDE workflow is available in Device Manager 7.4 and below.  Customers wanting to use this workflow with a third-party CFast 2.0 reader should contact CODEX Support to purchase a licence.
    Can I get a licence for Vault Platform / Production Suite?
    CODEX Production Suite software became end of life on 1st January 2021, and so licenses are no longer available for this product. Instead, we offer the free CODEX Device Manager application, which allows you to manage your CODEX media and media stations, and apply HDE.

    You can download Device Manager from the CODEX Software Downloads page.

    If you are working with ALEXA 65 Classic material and require a licence for Vault Platform, please contact your ARRI Rental representative. 
    How do I get a CODEX product repaired?
    If you have a CODEX product which requires repair, please use our RMA Request form.  We will reply with an RMA form and shipping instructions.

    CODEX can repair your products at our Service Centres in the UK and Los Angeles, USA.
    Can CODEX provide a data recovery service?
    Yes, in many cases CODEX can recover data from your CODEX media.  Please see our Data Recovery section for more information.
    How do I send log files to CODEX?
    See the Device Manager Log Files section.

    Device Manager Log Files

    Sending your Device Manager log files to CODEX Support can help our team diagnose your issue more quickly and effectively.

    You can save Device Manager log files from System Settings > Codex > (cllick the lock to make changes) > Generate Issue Report...

    The resulting .dbg file can be sent to CODEX as an email attachment or via the Contact Support web form.

    Here are some useful tips when sending log files to CODEX Support:

    • Please include a description of the issue.
    • Please include the serials numbers of any affected CODEX hardware.
    • If the issue affects original camera material, please include camera roll name (e.g.  A_0001_R01D) or names of affected clips.
    • Include a time and date for when the issue occurred.
    • Screenshots demonstrating the issue may be helpful.

    ARRI Camera Log Files

    When troubleshooting issues with CODEX recording media, sometimes it is necessary to send camera log files to CODEX Support. This may be especially necessary if there is an issue offloading clips after recording.

    Here are some instructions on how to save camera log files for ARRI ALEXA cameras:

    ALEXA 35 and ALEXA 265

    • Please insert a correctly formatted USB drive. You can format a USB Drive using MENU > Media > Prepare USB Medium option.
    • Go to INFO -> Export Logfiles.
    • Once the logs are saved, eject the USB drive and compress the log files into a zip file ready to send.

    ARRI ALEXA Mini LF
    • Please insert a correctly formatted USB drive. You can format a USB Drive using MENU > Media > Prepare USB Medium option.
    • Go to INFO -> SAVE TO USB
    • Once the logs are saved, eject the USB drive and compress the log files into a zip file ready to send.

    ARRI ALEXA XT, SXT, LF, or 65

    • Please insert a correctly formatted USB drive.
    • Go to INFO -> SAVE TO SD. 
    • Once the logs are saved, eject the SD card.  You will find an .ipkg camera log file ready to send.
    Our support team is available to answer any questions:

    Telephone and email support is available 8.30am - 5.30pm GMT Monday to Friday through our teams in London and Los Angeles.

    Support Email: support@codex.online
    US Support: +1 323 283 8929
    UK Support: +44 203 7000 999
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