Support & frequently asked questions

When will I receive my hard drive?
Delivery dates are set by the studio. Please contact our Helpline if you have not received your hard drive within 48 hours of your first show time.

My hard drive is not ingesting. Do I need a new one?
Start by swapping out the cables. Inspect the connections on the power cord and drive. Confirm that the power switch is in the “on” position. If the ingest still does not start, please attempt ingestion on another server at your theatre. If still unable to ingest, please contact our Helpline.

Where do I find details about the film, such as file size, aspect ratio, or the end credit offset?
These are specifics that vary from one title to another. To get the most current information, refer to the ingest letter sent with your hard drive. Also, feel free to contact our Helpline.

When will I receive my keys?
Delivery dates are set by the studio. Please contact our Helpline if you have not received your keys within 48 hours of your first show time.

How will I receive my keys?
If your server has a working modem, we will attempt electronic delivery. Otherwise, we will email the keys to you.

I have a server that needs to be replaced. Will I need new keys?
Yes. Call our Helpline and provide the serial number of the new server to be installed. We will create and send keys for the new server.

I want my keys to be valid for different times than those provided. How do I get new keys?
The studio must authorize all changes to keys. If you require different key times, you need to contact your booking agent. The studio will then contact us. Once we have authorization, keys will be generated and delivered to you.


Email support@substance.digital