reQuest is a file transfer utility for the Quantel generationQ range, allowing direct native file transfer capabilities between Quantel's generationQ range of products and many other industry standard video-graphics and live-to-air systems. See the reQuest product page for details.
There are also the following two related products, which are sub-sets of reQuest:
- psdQ: Only supports import and export of Photoshop PSD files.
- reConnect: Only supports import and export from/to Legacy Quantel systems over FTP.
[521044] Is reQuest part of Synapse?
The Synapse installer includes reQuest, but it is a separate product. Click here for information about Synapse. reQuest is also available in the downloads area as a separate installer, for users who are not interested in Synapse and want a smaller download.
[521046] Where can I find documentation?
After installing reQuest, you can find documentation in "C:\Data\Static\DLL_Data\VDS\VDS_Docs". This includes the setup and user guide, "reQuest_UserGuide.pdf". It also includes text release notes for each update.
reQuest gets installed when you install Synapse using our "Synapse Entry Level Installer" (Synapse_Entry_Level_Installer.exe).
If you wish to install reQuest without installing Synapse, you can use the reQuest Installer (eg, "ReQuest_Install_3_3_2.exe" for version 3.3.2). This is a ZIP file which is a much smaller download than the Synapse installer. Once you have downloaded the file, double click it and then unzip it to your "C:\Data\Static" folder.
[521050] If I am updating to a newer reQuest version, do I need to worry about overwriting any existing settings?
- reQuest's data files reside in "C:\Data\Static\DLL_Data\VDS\ReQuest".
- When you update reQuest, your license file ("lservrc") should be left in tact.
- Your "qXMLNet.reg" may get overwritten when you update, so you may need to re-edit this file (using Notepad) to enter your server name, and then save the file and double click on it to register it. Please refer to the section on Installation in "reQuest_UserGuide.pdf" for details.
- Also, if you are using FTP, your "FTPSettings.txt" file may get overwritten when you update. You may need to re-edit this file to edit your FTP settings. Please refer to the section "FTP Setup for Legacy Quantel Systems" in "reQuest_UserGuide.pdf" for details.
- An alternative to re-editing is to just backup the above two files prior to updating and then restore them after updating. For example, copy "qXMLNet.reg" and "FTPSettings.txt" to "C:\Temp", update reQuest, and then copy the two files back to "C:\Data\Static\DLL_Data\VDS\ReQuest".
[521052] Where can I download the latest reQuest version?
[5170452] How do I download from the VDS FTP Site?
NOTE: To access the VDS FTP SITE PLEASE CONTACT: license@videodesignsoftware.com or phone: 631-249-4399 in order to obtain the username and password.
[521056] What Quantel version do I need to be running to support reQuest?
As of the date of this FAQ, reQuest runs on Quantel versions 2.1, 3.0, and 3.5. There were bugs fixed in certain Quantel versions (eg, 2.1 rev 22, and 3.5 rev 3.06). But in general, it's always a good idea to ensure you're running the latest rev of Quantel software. Please check with Quantel Tech Support to ensure that you're running the latest and update if needed.
Licensing
[521058] How do I enter my license?
Your reQuest license is contained in the "lservrc" file in "C:\Data\Static\DLL_Data\VDS\ReQuest". You can open this file in Notepad and paste a license (copied from an email from VDS) into it (when you save the file, Notepad will add a ".txt" extension which you will need to remove by renaming the file back to "lservrc" (rather than "lservrc.txt") in Windows Explorer.
Full details on licensing can be found in the "Licensing Section" of the reQuest User Guide.
Note also that reQuest saves a log file, "ReQuestLicenseLog.txt", to "C:\Data\Static\DLL_Data\VDS\ReQuest". If you're having licensing issues, it may be helpful to examine this file and/or email the file to VDS Technical Support.
[521060] What does a license look like?
A reQuest license is one line of text, and usually looks something like the following:
VIQWJJP6LZ5KO3U2Z7E9BS4TCJOTZEYQRVQAYAMZZZZ5E6# "70" version "5.3", no expiration date, exclusive
Everything including and after the "#" is a "comment", which provides readable info on the alpha-numeric key to the left of the "#". In this case "70" is the feature id (this is for reQuest, while "71" is for Reconnect and "72" is for PSDQ). "5.3" is the version number (this rarely changes regardless of the actual reQuest version), and the info to the right tells you the expiration date or whether the license is permanent.
[521068] Make sure the date and time on your system are correct.
If the date and time on your system are not correct, it may cause problems with your Synapse or other plug-in licenses. You can view and modify the date and time settings under "START>SETTINGS>CONTROL PANEL>DATE AND TIME"
TroubleShooting
[521062] How should I proceed if I'm having problems?
First, please verify that you're running the latest reQuest version. The reQuest version number appears in reQuest's message button when you first bring up reQuest or when you change modes (eg, Import to Export). Please check with VDS to see if this is the latest version, and update if needed. You can usually download the latest installer from our FTP site.
You should also verify that you're running the latest rev of Quantel software .
Also, please verify that you've configured and registered your QXMLNet.reg file. Please refer to the section on "Installation" in reQuest User Guide.
On occasion, you may need to install the Microsoft XML parser (you can install this using the "msxml3sp2Setup.exe" program in "C:\Data\Static\DLL_Data\VDS\ReQuest").
In general, it's a good idea to ensure that all your Windows service packs are up to date. You can check for updates at www.windowsupdate.com.
You should also check to make sure your "C:\Temp" folder exists. If it doesn't exist, please create it (using Windows Explorer, or in a Command Prompt Window using "mkdir C:\Temp").
If you have checked all the above items, restarted your Quantel software, and you still have problems, please run our troubleshooting script, "ReQuest_Analyze.bat" as follows:
- Open a Command Prompt window (use "Start, Programs, Accessories, Command Prompt", or if this does not exist, use "Start, Run", then type "cmd" into the "Open:" button, and press "OK").
- In the command prompt window, type the following (each line is followed by the "Enter" key):
cd C:\Data\Static\DLL_Data\VDS\ReQuest
ReQuest_Analyze.bat
Running this script generates a detailed report file, "ReQuest_Analyze.txt" in "C:\Temp". Please email this file to VDS Technical Support for further analysis.
You may also want to try restarting the Quantel software with the Control and X keyboard keys held down. Refer to the section on resetting reQuest to default settings.
[521064] Are there log files I can look at if I'm having errors?
reQuest creates a number of log files in "C:\Data\Static\DLL_Data\VDS\ReQuest" (and also several in "C:\Temp"). If you'd like to know more about these, you can search on the word "Log" in reQuest User Guide. You can examine these log files if you're having problems, but in general it's easier to just run the "ReQuest_Analyze.bat" script and email the resulting "ReQuest_Analyze.txt" file to VDS Technical Support, as described in this troubleshooting section.
[521066] I'm unable to export files from my Quantel system using reQuest.
Also, it's possible to manually test Quantel export using a Command Prompt window, as follows:
- Open a Command Prompt window (use "Start, Programs, Accessories, Command Prompt", or if this does not exist, use "Start, Run", then type "cmd" into the "Open:" button, and press "OK").
cd C:\Data\Static\DLL_Data\VDS\ReQuest
XMLDIR * (to list files on the Quantel system)
XMLGET YourStillName -fd C:\temp -fn test.tga -fo tga (test export of still "YourStillName' to C:\Temp\test.tga)
The Quantel software may need to be running for the above to work. If it fails, it either means your QXMLNet.reg file was not configured correctly, or that there is some other problem with the Quantel software.
[521068] How Can I Reset reQuest to Default Settings?
To reset your bins to default settings, restart the Quantel software and hold down the Control and X keyboard keys during startup.
[521070] What if I'm having problems accessing my Pinnacle Server from reQuest?
There are a number of steps required to configure Import and Export from/to Pinnacle Thunder and Lightning servers. Please refer to the section "Setup for communication with Pinnacle servers" in "reQuest_UserGuide.pdf", and make sure that you've followed all the instructions in detail.
In addition, one point that may be overlooked is that on both the Pinnacle and Quantel, you need to be logged in as "Quantel", and this user needs to have administrator privileges on both systems. It also helps to verify that you can open each system from the other, over Network Neighborhood in Windows Explorer.
Note also that Pinnacle transfers will be logged to a file, “Thunder_IO.txt”, in the C:\Temp folder. If you're having Pinnacle related problems, it may help to examine this file and/or email it to VDS Technical Support for analysis.
[521072] What if I'm having problems accessing legacy Quantel systems over FTP?
Please refer to the section "FTP Setup for Legacy Quantel Systems" in "reQuest_UserGuide.pdf", and make sure that you've followed all the instructions in detail. In particular, you need to edit and save your FTPSettings.txt file as specified in this section, and then restart the Quantel software.
There are also several tests you can try from a Command Prompt Window, as follows:
Open a Command Prompt window (use "Start, Programs, Accessories, Command Prompt", or if this does not exist, use "Start, Run", then type "cmd" into the "Open:" button, and press "OK").
In the command prompt window, type the following (each line is followed by the "Enter" key):
ping IP_ADDRESS_OF_LEGACY_SYSTEM
This will tell you if you can see the system at all over the network. If not, there is a physical networking problem or a problem with the networking software on one or both systems. For example, you need to have TCP/IP configured on your Quantel system running reQuest. For instructions on this, please refer to the following link:
Or search on www.microsoft.com for "Configure TCP/IP settings: Networking and Communications".
If you can successfully ping, you can also try manually FTP'ing from a Command Prompt window as follows (each line is followed by the "Enter" key):
cd C:\Temp
ftp IP_ADDRESS_OF_LEGACY_SYSTEM
(when prompted, enter user name of "FTP")
cd /def/pic/vpb
bin
dir (to list files)
get 54.20.5 test.vpb (gets file 54.20.5 on legacy system to "test.vpb" on this system)
quit
As a side note, it sometimes helps to edit the "Hosts" file in "C:\WINDOWS\SYSTEM32\DRIVERS\ETC" (or "C:\WINNT\SYSTEM32\DRIVERS\ETC" if your system uses a "WINNT" folder instead). You can edit this file in Notepad, and add a line such as the following for each legacy Quantel system you want to talk to:
10.0.0.21 legacy_system_name1
Use the proper IP address and computer name for that system, then save the file. If there already is a correct entry for your legacy system(s) in this file, you can just close the file leaving it as is.
Note also that FTP transfers will be logged to a file, “FTP_Trace.txt”, in the C:\Temp folder. If you're having FTP problems, it may help to examine this file and/or email it to VDS Technical Support for analysis.
Importing Issues
[521074] Will reQuest import 16 bit files?
All data are currently imported and exported as 8 bits per pixel component (eg, 8 bits Red, 8 bits Green, 8 bits Blue, 8 bits Alpha). 16 bit data will be converted to 8 bit data prior to import/export.
[521076] When I try to import entire clip, I get an error message and nothing is imported.
When importing with "All Frames" enabled, all frames in the clip being imported must be the same dimensions (for example, 720 x 576).
[521078] When importing a file, if a file of the same title already exists in the Quantel environment, a new file is created with the same title (both files will appear with the same name in the Quantel clips bin).
This is a known issue with the Quantel software.
[521080] One of my local TGA files was overwritten, but I don't know why.
reQuest uses Targa (.tga) as an intermediate file format. It is a good idea to avoid keeping Targa files in the local directory that you use to import and export files (E.g. "C:\temp" if that’s the directory you’ve selected in reQuest). Otherwise, there is a chance you will unintentionally overwrite a Targa file. For example, if you are importing test.iff and there happens to be a file test.tga in the same import directory, test.tga will be overwritten during the import process.
[521082] When I try to import or export a file I get a "File conversion failed" message.
In particular, please verify that you've properly configured and registered your QXMLNet.reg file.
[521084] I am unable to import Photoshop layers files.
Try importing a single-layer Photoshop file. Also try importing one of the other supported formats (eg, a VPB file). For example, you can export a VPB file using reQuest and then try to re-import it using reQuest. Often you will find that you are unable to import any formats at all. If this is the case, please refer to the section on How should I proceed if I'm having problems?.
[521086] When I import Photoshop files, I do not see Adjustment Layers, Blend Modes, or other objects such as Paths and Text.
reQuest only supports import of basic image layers in Photoshop files. Other Photoshop-specific data, such as Adjustment Layers and Blend Modes, are not supported by reQuest or the Quantel software.
[521088] When I import a file sequence, the frames in the resulting clip are in the wrong order.
When importing, be sure to only select (highlight) one frame in the sequence prior to clicking "Get". If your "Import" settings are set to "All Frames", "Get" will import all frames in the sequence to a Quantel clip.
Quantel has trouble importing file sequences whose names are not padded with leading zeroes. You can correct this with the "Leading Zeroes" button at the bottom of the reQuest menu. Set the "Leading Zeroes" button based on the number of frames in the clip. For example, if there are 1000 frames, set "Leading Zeroes" to four. This will ensure that all frame numbers have four digits, causing reQuest to use frame numbers 0000, 0001, 0002, etc. This ensures that the frames will be imported in the correct order.
Exporting Issues
[521090] When exporting using reQuest, how come there are no thumbnails displayed?
This is a limitation of Quantel's interface.
[521092] When exporting using reQuest, is it possible to narrow my listing of files on the Quantel system using criteria such as "Category" and "Owner"?
It's not possible at this time. This is a limitation of Quantel's interface.
[521094] Will reQuest export 16 bit files?
All data are currently imported and exported as 8 bits per pixel component (eg, 8 bits Red, 8 bits Green, 8 bits Blue, 8 bits Alpha). 16 bit data will be converted to 8 bit data prior to import/export.
[521096] I tried to export a clip with the "n frames" button selected but reQuest did not export anything.
If your start timecode and/or length are invalid for the selected clip (out of range), reQuest displays an error message in the Status window. In this case, reQuest does not export any frames.
Often it is preferable to keep export set to "All Frames", which will export as many frames as exist in the still or clip (1 frame for stills). If you need to export just part of a clip, however, use "n Frames" but be sure the start timecode and length are within range for the clip (you can display the start timecode and length by selecting the appropriate columns for display; See the section on "Selection of which file header fields to display" in "reQuest_UserGuide.pdf").
[521098] reQuest does not prompt me to confirm overwriting files of the same name in the same location.
This is a known issue in reQuest.
[521100] Is there a way to export Photoshop Layers?
No, you can only export one clip or image layer at a time from the Quantel environment.
[521102] When exporting, I get an error that the key file is not found.
Make sure that reQuest's "Export Key" button is turned OFF if the clip or still you're exporting does not have a key channel. If there is a key channel, you can set "Export Key" to either ON or OFF depending on whether you want the exported file(s) to have an alpha channel.
Pinnacle Thunder / Lightning Issues
[521106] I am unable to import or export files from/to my Thunder or Lightning system.
Please refer to the section "What if I'm having problems accessing my Pinnacle Server from reQuest" in the TroubleShooting section.
[521108] When I switch between Thunder or Lightning databases, I see a "wrong size clusters" error on the server.
If you are using a software-only version of Pinnacle Thunder or Lightning, when you switch databases, you may see a "wrong size clusters" popup within the Pinnacle software on the server. You must "OK" this popup on the server before you can proceed. This should not be an issue for production Thunder and Lightning systems with Pinnacle hardware.
[521110] I am unable to list files on the Pinnacle Thunder or Lightning system.
Configuration for the Pinnacle Thunder and Lightning systems is fairly involved. Please be sure you have carefully reviewed Section 7 of "reQuest_UserGuide.pdf", and have followed all the steps there. Also, be sure to re-check your "Dir" path to make sure it exists (you can check this by entering the same path into Windows Explorer). And be sure that your "DB:" path corresponds to a database file that exists on the Pinnacle system (this path should be the path as seen in Windows Explorer on the Pinnacle system).
[521112] How do I select a Pinnacle database path (using the "DB:" button in reQuest)?
Initially you may leave this path blank. The first time you access the Pinnacle Thunder or Lightning (by pressing "Search"), reQuest will fill in the path of the default database. If you want to select other databases, type the path into the "DB:" button in reQuest. You will need to write down the path of the database (.pff) file on the Pinnacle system (as it appears on that local system), then enter it into the "DB:" button. Once you've set up such a database path, it is possible to save this as a setting (refer to to the last question in this doc> for details).
[521114] When importing from Pinnacle, reQuest fails to list files when the "Search DB" button is on.
The Pinnacle system only likes to search on one database field at a time. When using "Search DB", be sure you only enter a value into one database field (for example, the title field). All other database fields should be left blank. The one exception to the above is the start date (date1) and end date (date2), which may be used together.
[521116] How do I use the Pinnacle "Server ID" button?
For each Pinnacle system you want to connect to, pick a unique server ID number (eg, 3). Then follow the instructions for using the "PCLE_SETUP" utility. Please refer to the section "Setup for communication with Pinnacle servers" in "reQuest_UserGuide.pdf".
[521118] How do I import or export Pinnacle Thunder clips?
reQuest does not currently support Pinnacle Clips. reQuest only supports Pinnacle Thunder and Lightning Still Files.
Operational Issues
[521126] Is it possible to navigate between different folders in reQuest?
This is not possible at this time due to limitations in Quantel's interface.
However, there is a time-saving workaround. Prior to starting the Quantel software, bring up Windows Explorer. Then, when using reQuest, alt + tab to Windows Explorer, navigate to the desired folder, select the full path of the folder (in the "Address" button), control + c, then alt-tab back to Quantel, click on reQuest's "Dir" button to change the path, and control + v to paste the path there.
Note that for this to work, you need to go to "Tools, Folder Options" in Windows Explorer, and in the "View" tab, turn on "display the full path in the Address bar".
[521128] I am unable to list files using the "Search" button.
Make sure that your "Mask" is set to * (a single asterisk), and that your "Dir" path is set to a folder that exists on your system (Verify this by opening that folder in Windows Explorer). Also, be sure that to the right of the "Search" button, you either have "All Files" selected, or that your "Max Clips" button is not zero.
[521130] What are the "Save", "Remove", "Update" and "Reset" buttons at the top of the reQuest menu?
reQuest allows you to save and recall preferences. Press the "Save" button to save your current settings (including Dir path, Pinnacle DB path, etc). Use the list box button to the right of "Save" to enter a name for the settings you are saving.
From then on, you may use the list box to recall these saved preferences into reQuest. For example, if you have saved settings under the name "import1," select "import1" in the list box to recall (restore) these settings into reQuest. You can also use the "Update" button to save the current menu settings into the currently selected pre-set, use the "Remove" button to delete the currently selected pre-set, and use the "Reset" button to reset the currently selected pre-set to default settings.
Be careful not to select (recall) a pre-set from a different mode than the one in which you are currently working. For example, if you have saved a pre-set during "Import" mode, do not recall this pre-set during "To Pinnacle" mode.
Using pre-sets in the above manner can be helpful when the operator frequently needs to change between import/export folders or Pinnacle databases.
