C500: Odyssey 7Q+ --- Can I ever trust my unit again?

C-Mac

C-Mac

Well-known member
Just got home from the final shoot for the pilot episode of a show we are working on and this has happened:

https://vimeo.com/205817142

So, I own a very new 7Q+... I had been shooting Canon C500 in 2K 12 bit to ProRes XQ with no issue. CD recently sent out a 2 day trial with 4k RAW Key. I went ahead
and took the offer and we went out and shot 4k RAW to 4K ProRes HQ.

We have 2 to 2.5 hours of good footage that is fine then this starts inside of 100 GB left on SSD 1 the problem carries over to SSD 2

We had no idea during shooting that this was happening. Image on CD screen looked great, but something terrible was happening and we had no clue. The unit was plugged into a wall
power source. Both drives are very new Samsung SSD 850 EVO 1TB units.

Has anyone ever had this happen! This is a disaster! How can I ever trust this unit again?

I am very nervous to use a 7Q+ again! I have had a scare or two in my career, but I've never lost footage till now.

Thank you,

Best Regards,

Chris
 
Did you import the footage using CD ProRes Transfer app? If not, it might be worth trying to re-import using that and see if anything changes...
 
Well I will be watching this posting, I hope using the CD transfer app you may be okay, I have not had any problems using the ODYSSEY 7Q+ yet, other than a glitchy screen once in a while, recording has been solid. Were you recording back up to the CF cards? I'll check in in the AM fingers crossed your footage is still intact on those drives, contact Dan Keaton at CD ASAP, he may have a solution.

Fingers crossed for u Chris!
 
dmitrizigany said:
Did you import the footage using CD ProRes Transfer app? If not, it might be worth trying to re-import using that and see if anything changes...
Click to expand...

Well it is prores and all the other clips play right off the SSD. No transfer needed. It hard to believe 2+ hour of good then everything goes wrong from there on out. The only think I could really do is bind the clips with the CD app. The files show 3.8 ish GBs and are only a few seconds... the audio is disjointed and cutting. Camera was not moved from position before things started going wrong.

Best Regards,

Chris
 
Dear Chris,

I have watched the video.

I am submitting this problem to our engineering team.

What firmware version were you using in the Odyssey7Q+

You may call me at:

Seven One Nine --- Nine Three Zero --- One Three Seven Six

Respectfully,


Dan Keaton
Convergent Design
 
Interested to hear how this resolves, I have been considering and comparing the Odyssey 7Q+ to the Atomos Shogun Inferno. I have the Ninja Blade and had a big, high profile shoot where midway through the day, the Ninja Blade just asked if I wanted to re-format the hard drive. Thankfully I was dual recording on SD the cards also on the C100 so I was saved but it was unnerving. Have had a few "Skippy" indicators since then but they seem to stay away as long as I re-format the drive each time I use it. I don't think I would ever trust an external recorder as my sole recording device, regardless if it was an Odyssey or Atomos.
 
Why would u ever blame the CD unit at all if u r using cheapest Samsungs media - the EVO!?! there is a Reason why PRO version is more expansive then EVO. Even the warranty difference 5y vs 10y should warn that there is a reason why EVO is cheaper. the inside is very different... its all over the online tech reviews.

i dont think CD could be blamed for the lack of EVO reliability! we are talking about the critical media and the price difference 100-130 usd....
 
Wow, hope it gets resolved, Chris.

On the bright side, and I'm sure this isn't the time or the place, that shot looked great! Very filmic. I have a sinking feeling I prefer the original C500/C300/C100 sensor over the newer one in the C300MKII (now that I have a C300MKII of course). Is that just the grass being greener on the other side?
 
Hope it gets resolved - have it recorded internally hopefully??

anatusa said:
Why would u ever blame the CD unit at all if u r using cheapest Samsungs media
Click to expand...
That SSD is listed CD's website FAQ as supported media.

I've never used an external recorder and doubtful I ever will because I'd be worried about something like this, or the cable being knocked, or whatever fidgety stuff that comes with it. At least CD is actually looking into it and replied pretty quickly publicly on here (won't get that from many companies!).

Shot does look great BTW!
 
anatusa said:
Why would u ever blame the CD unit at all if u r using cheapest Samsungs media - the EVO!?! there is a Reason why PRO version is more expansive then EVO. Even the warranty difference 5y vs 10y should warn that there is a reason why EVO is cheaper. the inside is very different... its all over the online tech reviews.

i dont think CD could be blamed for the lack of EVO reliability! we are talking about the critical media and the price difference 100-130 usd....
Click to expand...

Well, It is one of the few CD recommended drives. I have 2 of them, they are rather new, purchase a month or so apart and both had the failure issues, extremely rare for 2 SSD's to have that issue... we'll see I have been speaking with Dan. It's pretty frustrating to loose footage. In 5 years, I won't have this system.

Best Regards,

Chris
 
drummondb said:
Wow, hope it gets resolved, Chris.

On the bright side, and I'm sure this isn't the time or the place, that shot looked great! Very filmic. I have a sinking feeling I prefer the original C500/C300/C100 sensor over the newer one in the C300MKII (now that I have a C300MKII of course). Is that just the grass being greener on the other side?
Click to expand...


Thank you drummondb, I think I would agree with you on liking the out of box image from the C500 better than the C300MKII. It's frustrating to loose that entire interview and part of the earlier interview. I have never had this happen.
 
chappelldigital said:
Hope it gets resolved - have it recorded internally hopefully??


That SSD is listed CD's website FAQ as supported media.

I've never used an external recorder and doubtful I ever will because I'd be worried about something like this, or the cable being knocked, or whatever fidgety stuff that comes with it. At least CD is actually looking into it and replied pretty quickly publicly on here (won't get that from many companies!).

Shot does look great BTW!
Click to expand...


Yes Dan has jumped in... does not help the sinking feeling of loosing that nice footage... and thank you for the comment... wish we had more of it than what you saw.

Best Regards,

Chris
 
I tested the Odyssey a year or so ago, and ran into numerous substantial problems. In one test it recorded blocky super-low-res footage; in another it played back the footage all out of order -- like, it played the first 10 seconds and then the fourth 10 seconds and then the second 10 seconds, like the playback was skipping throughout the clip. They issued new firmware, in which the recording issues were fixed but then the vectorscope was completely broken. It was like two steps forward, one step backward with each firmware update. I expressed my concerns at the time and the engineering team and management were very receptive and supportive, and Dan Keaton will bend over backwards to do anything he can to ensure customer satisfaction.

Fast forward to a year later: I just rented an Odyssey 7Q+ for a few days to use its outstanding vectorscope and waveform monitor to do some scene file work. Repeatedly the monitor would get "off", where (what should be) the upper left corner of the frame, was showing up in the middle of the frame. Sigh. Had to restart on more than one occasion to get it to work right. I really would have thought they'd have the bugs ironed out by now.

I appreciate all the features, all the support, and all the company is trying to do, but no, I don't trust the 7Q+ to be bug-free, and there is no way I would feel confident recording to it as my only recorder.
 
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That's really unfortunate. I will say, though, that I've personally been using my Odyssey 7Q over the past 3 years without a single hiccup - and I've probably logged hundreds of hours on it with multiple cameras from Canon & Sony. I use it as my primary recorder on a regular basis for broadcast applications and have never lost a frame or needed to reboot due to system malfunction. I do use only CD branded media, always use CD transfer applications, and typically run power from a d-tap or a Convergent Designs Canon BP plate. I hate that you've had a problem, but I do believe the O7Q to be an exceedingly reliable and robust external recorder. I hope the issue is sorted for you soon and there is a way for you to recover or re-shoot your lost material.
 
My experience echoes Brian above. I used my 7Q+ solidly for over year, and the only issue I ever had was with a wonky firmware update. But CD got me quickly sorted out and I was back to shooting.
 
cowpunk52 said:
That's really unfortunate. I will say, though, that I've personally been using my Odyssey 7Q over the past 3 years without a single hiccup - and I've probably logged hundreds of hours on it with multiple cameras from Canon & Sony. I use it as my primary recorder on a regular basis for broadcast applications and have never lost a frame or needed to reboot due to system malfunction. I do use only CD branded media, always use CD transfer applications, and typically run power from a d-tap or a Convergent Designs Canon BP plate. I hate that you've had a problem, but I do believe the O7Q to be an exceedingly reliable and robust external recorder. I hope the issue is sorted for you soon and there is a way for you to recover or re-shoot your lost material.
Click to expand...

It's good to hear Brian. There is no path to recovery for the files. I think based on conversations with Dan that's set.

Best Regards,

Chris
 
Dear Friends,

I have been working with Chris shortly after I heard of this problem.

And our team has been working on the issue also.

Early this morning I spoke with our Chief Engineer about this problem, and we both feel that this is a failure of a DDR memory part within the Odyssye7Q+. This is a rare failure as we use quality parts, and do not stress them by overclocking.

We do not feel that this is a firmware issue, nor a problem with Samsung media. We have complete confidence in the Samsung 850 Evo 1 TB SSD's as well as the Samsung 850 Pro 256 GB, 512 GB, and 1 TB SSD's.

We will be issuing Chris an RMA shortly.



I have already discussed with Chris his upcoming schedule. We will repair his unit promptly.

And if Chris needs it, we will send him a loaner unit.

I am still available 24/7, every day of the year at my cell phone number.

Seven One Nine --- Nine Three Zero --- One Three Seven Six

Respectfully,

Dan Keaton
Convergent Design
 
Good customer service Dan! And we appreciate you posting here. Your honesty and forthrightness about what the issue could be is a breath of fresh air these days. All electronics break and or have issues, it truly is what the manufacturer does to get you back up and running that matters. Hope it all gets resolved.
 
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puredrifting said:
Good customer service Dan! And we appreciate you posting here. Your honesty and forthrightness about what the issue could be is a breath of fresh air these days. All electronics break and or have issues, it truly is what the manufacturer does to get you back up and running that matters. Hope it all gets resolved.
Click to expand...

To this point Dan and the team at CD have been very responsive and that is a great thing, really appreciate that...

CD believes and I quote Dan, "We feel that the problem is a memory chip in the Odyssey7Q+ that is malfunctioning after long use."

I have been running my own tests on the unit and am running a final test before I ship the unit back, later today. The tests have been able to consecutively reproduce the issue with different drives in the 7Q+ SSD1 configuration. These test were done under the 4K to ProRes HQ recording process... the same as when the issue occurred. I am also running a test under the 2K 12bit to ProRes XQ to see if the issue is something that has failed (overall) in the unit or has only surfaced due the the increased data of the 4K to ProRes HQ recording. I do these for my own knowledge in hopes to find peace of mind moving forward. I would note that I have been very happy with the the 7Q+ and really like some of its features... being able to change the False Colors to taste is huge plus for me!

Ironically, I have been working on a Blog about this unit and had figured this 4k test would be nice to write about. I personally will need "extensive" testing under 4k moving forward, before I will be comfortable again... :-( I will detail things in my blog post after this process/experience concludes, so those of you on the board and who have contacted me privately can read if you like.... One of my friends/colleagues, who was a big part of me purchasing this unit has had really good experiences using his 7Q+. I genuinely hope moving forward I will feel the same way.

If anyone cares, I am using the CD SDI cables and plugging the unit into the wall.

Best Regards,

Chris
 
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