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TOPIC: Lightworks Shuttle Pro - product support

Lightworks Shuttle Pro - product support 1 year, 8 months ago #188299

  • andrixnet
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I have recently aquired an outright license with the "Lightworks Shuttle Pro" included.

Trying to make it work, I discovered that it is rather poorly documented and supported on the website.
The object of this topic is to outline these deficiencies and to suggest how it should be properly supported.

The "Lightworks Shuttle Pro", as a product, is described here: www.lwks.com/index.php?option=com_shop&view=shop&Itemid=205

1) Although the [detailed] text mentiones something about driver versions, it lists no link to the actual drivers, neither a link to a manufacturer's website support section where one might obtain the drivers.
If you talk about drivers here, please provide link to drivers as well.

2) LWKS.com website does feature a "Tools" section under "Downloads". Here there is a link to drivers for the "Lightworks Console", but not the "Lightworks Shuttle Pro"
Please add a driver download section for the "Lightworks Shuttle Pro" as well.

3) The only actual link to drivers for the console I found in the Tutorials section ( www.lwks.com/index.php?option=com_content&view=article&id=162&Itemid=246&start=QuickStart ) in this video

at time index 1:12.

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Note: the tutorial video's description on Youtube does not include any link to drivers.

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I believe that having to pause the video, write down manually the link written in the video itself to finally get to the drivers I am searching for is a very poor choice of product support strategy.


The video shows this URL: contour-design.co.uk/support-and-downloads/drivers

Typing this manually into the browser yields a 404 Page not found error!

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However, digging further on the Contour website, in the "Support" section here contour-design.co.uk/support/ and scroll down, you will find a section "For Shuttle & Shuttle Xpress"
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And then expand the "Drivers" section, you finally find what you are looking for:
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Note the discrepancy between the driver version(s) recommended on LWKS.com website product page and the available for download driver version(s) on the manufacturer website.
For the user this becomes another problem: which driver version to install?
- current version according to manufacturer website?
- LWKS recommended version, but deemed old and for older, possibly no longer supported OS versions?

=================================================================
Please update your website with proper product support information regarding drivers.
This really shouldn't become a "quest like experience" for a customer.

Furthermore, it is [at least] bad image to initiate a marketing campaign, such as the outright license with "Lightworks Shuttle Pro" included and have so little or incorrect support information on it.

I know about this topic and it's references: www.lwks.com/index.php?option=com_kunena&func=view&catid=25&id=184649&Itemid=81 but it does not provide link to drivers, nor does it stand in for product support information.

Though the key assignment diagram is useful.


P.S.
A tutorial video does not replace proper product support information on your website.
Video enthuziast; IT specialist
Lenovo V510 laptop
i7 7500U
AMD RADEON R7 M340
Last Edit: 1 year, 8 months ago by andrixnet.

Re: Lightworks Shuttle Pro - product support 1 year, 8 months ago #188311

  • briandrys
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For information on the Shuttle pro, visiting the manufacturer's site is the best way. contour-design.co.uk/produkt/shuttlepro-v2/

There you will find the latest drivers, plus support contour-design.co.uk/support/

You install the latest driver for your operating system
Last Edit: 1 year, 8 months ago by briandrys.

Re: Lightworks Shuttle Pro - product support 1 year, 8 months ago #188328

  • andrixnet
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@briandrys: Thank you for the information.
Actually, after all the digging I had to do, I have already seen it.

The main purpose of this topic was to point out flaws and suggest improvements on how this product is presented and supported on LWKS.com webite (which is where I got it from).

Hope to see improvements soon
Video enthuziast; IT specialist
Lenovo V510 laptop
i7 7500U
AMD RADEON R7 M340
Last Edit: 1 year, 8 months ago by andrixnet.

Re: Lightworks Shuttle Pro - product support 1 year, 8 months ago #188329

  • briandrys
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I suspect contour design may have changed their web site, which is always a possible issue. I'll put the new link in the forum sticky on the ShuttlePro.

Re: Lightworks Shuttle Pro - product support 1 year, 8 months ago #188336

  • hugly
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andrixnet,

As a matter of interest what keyboard layout (language) do you use? I'm asking, because I had some trouble configuring the Shuttle for my German keyboard layout.
It's better to travel well than to arrive...

Re: Lightworks Shuttle Pro - product support 1 year, 8 months ago #188477

  • andrixnet
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@briandrys:
- please also put add such information also in the product page on lwks.com where the description talks about drivers.
- please also add such information in the description of the Youtube video tutorial for the console

@hugly: my keyboard layout is US english.
Video enthuziast; IT specialist
Lenovo V510 laptop
i7 7500U
AMD RADEON R7 M340

Re: Lightworks Shuttle Pro - product support 1 year, 8 months ago #188487

  • briandrys
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I'm a user, so I can't change the product(I assume you mean in the shop) pages or the video, I can only update information in the forum.

The video mentions the latest ShuttlePro driver, I would assume this comes with the ShuttlePro from Lightworks, but it may be the case that old stock may not have it, so you need to update at the Contouedesign website.

The Shuttlepro user guide says:
"Updating or Uninstalling your Shuttle device Software

Periodically, Contour provides new software updates on the website for downloading. We encourage you to stay current with your software to avoid incompatibilities with applications and setting features. Shuttle Device software is available at: www.contourdesign.com. "

Re: Lightworks Shuttle Pro - product support 1 year, 8 months ago #188492

  • hugly
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andrixnet wrote:
@hugly: my keyboard layout is US english.

Good - US English is what the presets are made for.
It's better to travel well than to arrive...
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