HD

150 Appendix D Solutions to Common Problems and Customer Support
Problems Playing a Reference Movie
This section deals with issues encountered while playing a reference movie and the
solution to these issues.
You’re having problems playing a reference movie.
• If you encounter playback problems with a reference movie, export the media as a self-
contained movie (which includes all its media files), and not as a QuickTime reference
movie. To do this, make sure there is a checkmark in the Make Movie Self-Contained
checkbox in the Export dialog. For more information, see
Final Cut Express Help, Chapter 37, “QuickTime Export of Video, Images, and Sound.”
AppleCare Support
Included in yourFinal Cut Express HD package is the Apple Software Service & Support
Guide that provides information about the support options available from Apple.
Several levels of support are available, depending on your needs. In addition, there are
numerous online resources within the Apple Service & Support website that provide
valuable information and instruction. Find answers to support questions and share and
exchange valuable information with a community of experienced users at
http://www.apple.com/support.
Whatever your issue, it’s a good idea to have the following information immediately
available when contacting AppleCare Support. The more of this information you have
ready to give to the support agents, the faster they will be able to address your issue.
• The registration number that came with Final Cut Express HD. This number is different
from the software serial number that is used to activate your copy of
Final Cut Express HD.
• Which version of Mac OS X you have installed. This information is available by
choosing Apple menu > About This Mac.
• The version of Final Cut Express HD you have installed, including updates if applicable.
The version number can be viewed by choosing Final Cut Express HD >
About Final Cut Express HD.
• The model of computer you are using
• How much RAM is installed in your computer, and how much is available to
Final Cut Express HD. You can find out how much RAM is installed by choosing
Apple menu > About This Mac. The amount of RAM available to Final Cut Express HD
can be found in the Memory Usage section in the Memory & Cache tab of the
System Settings window.
• What other third-party hardware is connected to or installed in the computer, and
who are the manufacturers. Include hard disks, video cards, and so on.
• Any third-party plug-ins or other software installed along with Final Cut Express HD
AppleCare Support can be reached online at http://www.info.apple.com/usen/
finalcutexpress.