Service Desk

{"xsrfToken":"BCHD-FSN8-BJYL-TGS4_1d3c0e7d5547372f32f34cc17037c03ad64fa2fd_lout","branding":{"id":"2","key":"cs","name":"TouchCast Help Center","portalBaseUrl":"/servicedesk/customer/portal/2"},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/d9b8e87e-e774-467b-bdc2-e30620fe246f/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIzNzE5ZGQ1Zi00ZjcxLTRmYmYtYjZlZS0wNzJmNWE2Y2ExMmIiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOmQ5YjhlODdlLWU3NzQtNDY3Yi1iZGMyLWUzMDYyMGZlMjQ2ZiI6WyJyZWFkIl19LCJleHAiOjE1NzYwMTY3NDgsIm5iZiI6MTU3NjAxNjA4OH0.nMS_WP1WAzSrtwpXp6ONvsGzRpXCKsgyQgFAg5OE62o&client=3719dd5f-4f71-4fbf-b6ee-072f5a6ca12b&mode=fit","logoId":"d9b8e87e-e774-467b-bdc2-e30620fe246f","isLogoAvailable":true,"helpCenterTitle":"Welcome to TouchCast Support","sharedPortalName":"TouchCast Support","userInitialAnnouncementHeader":"Announcements and Updates (Click to expand)","userInitialAnnouncementMessageWiki":"Pitch for Windows 10 (UWP) Date: January 23, 2019 We will be releasing an update to TouchCast Pitch for Windows 10 devices. If you don't have auto updates enabled, please update your app from the Microsoft Store. This version has improved application performance especially for devices that sit near the low range of our <a href=\"https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/580452484/TouchCast+Pitch+Windows+System+Requirements\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">recommend minimum spec. </a> \nStudio 2.2.1 Update. Date: January 24, 2019 We will be releasing an update to TouchCast Studio for iPad. If you don't have auto updates enabled, please make sure to update your app from the app store. This version includes some general fixes and performance enhancements when uploading your touchcasts and projects. \nSystem Maintenance Schedule No planned maintenance. \n<a href=\"https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/131432726/Customer+Portal+Announcements\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">Please click here for history of archived announcements. </a> \n<a href=\"https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/583925803/TouchCast+Customer+Knowledge+Base\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">Customer Support Knowledge Base </a>","translations":{"en-US":{"helpCenterTitle":"Welcome to TouchCast Support","sharedPortalName":"TouchCast Support","announcementHeader":"Announcements and Updates (Click to expand)","announcementMessage":"*Pitch for Windows 10 (UWP)*\nDate: January 23, 2019\nWe will be releasing an update to TouchCast Pitch for Windows 10 devices. If you don't have auto updates enabled, please update your app from the Microsoft Store. This version has improved application performance especially for devices that sit near the low range of our [recommend minimum spec. |https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/580452484/TouchCast+Pitch+Windows+System+Requirements]\n\n*Studio 2.2.1 Update.*\nDate: January 24, 2019\nWe will be releasing an update to TouchCast Studio for iPad. If you don't have auto updates enabled, please make sure to update your app from the app store. This version includes some general fixes and performance enhancements when uploading your touchcasts and projects.\n\n\n\n\n*System Maintenance Schedule*\nNo planned maintenance.\n\n[*Please click here for history of archived announcements.* |https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/131432726/Customer+Portal+Announcements]\n\n\n[*Customer Support Knowledge Base* |https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/583925803/TouchCast+Customer+Knowledge+Base]","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#4655d2","helpCenterTitleColor":"#ffffff","useDefaultBanner":false,"isBannerAvailable":false},"portal":{"id":"2","key":"cs","projectId":10500,"serviceDeskId":2,"name":"TouchCast Help Center","description":"Please use the TouchCast Knowledge Base link below, if you are unable to find what you are looking for, submit a support request using the links below. \n<h2><a name=\"%21\" target=\"_blank\"></a><img src=\"http://cdn-assets.touchcast.com/support/images/knowledgebase_20_20.png\" style=\"border: 0px solid black\"> <a href=\"https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/583925803/TouchCast+Customer+Knowledge+Base\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">TouchCast Knowledge Base</a></h2>","portalBaseUrl":"/servicedesk/customer/portal/2","onlyPortal":true,"reqTypes":[{"id":"13","name":"Suggest a new feature","descriptionHtml":"","callToAction":"Suggest a new feature","introHtml":"Let us know your idea for a new feature.","icon":10405,"iconUrl":"https://touchcastllc.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10405","groups":[],"key":""},{"id":"56","name":"Data Purge/Export","descriptionHtml":"","callToAction":"Data Purge/Export","introHtml":"To request a data deletion or export per GDPR regulations please choose this request type","icon":11412,"iconUrl":"https://touchcastllc.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=11412","groups":[2],"key":""},{"id":"14","name":"Suggest Feature or Service","descriptionHtml":"","callToAction":"Suggest Feature or Service","introHtml":"See a place where we can do better? We're all ears.","icon":10407,"iconUrl":"https://touchcastllc.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10407","groups":[2],"key":""},{"id":"42","name":"Email2Case","descriptionHtml":"","callToAction":"Email2Case","introHtml":"Email2Case Support Request","icon":10432,"iconUrl":"https://touchcastllc.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10432","groups":[],"key":""},{"id":"8","name":"General Support Questions","descriptionHtml":"","callToAction":"General Support Questions","introHtml":"If you can't find a resolution in our <a href=\"https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/583925803/TouchCast+Customer+Knowledge+Base\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">TouchCast Knowledge Base </a>, please submit a support ticket detailing the issue you're experiencing.","icon":10427,"iconUrl":"https://touchcastllc.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10427","groups":[2],"key":""},{"id":"51","name":"Report a Bug","descriptionHtml":"","callToAction":"Report a Bug","introHtml":"Report irregular app behavior. Please submit as much information including screenshots or video captures of the issue you're experiencing.","icon":11410,"iconUrl":"https://touchcastllc.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=11410","groups":[2],"key":""},{"id":"11","name":"Other questions","descriptionHtml":"","callToAction":"Other questions","introHtml":"Don't see what you're looking for? Select this option and we'll help you out.","icon":10426,"iconUrl":"https://touchcastllc.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10426","groups":[],"key":""},{"id":"50","name":"Billing and Subscription Inquiries","descriptionHtml":"","callToAction":"Billing and Subscription Inquiries","introHtml":"If you have an active subscription or are looking for more information about subscriptions, please submit that here. Please read the <a href=\"https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/610861222/Billing+Subscription+FAQ+s\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">Billing and Subscription FAQ's </a> before submitting a request","icon":11417,"iconUrl":"https://touchcastllc.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=11417","groups":[],"key":""},{"id":"85","name":"Contact Us Touchcast.com","descriptionHtml":"","callToAction":"Contact Us Touchcast.com","introHtml":"","icon":10432,"iconUrl":"https://touchcastllc.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10432","groups":[],"key":""}],"reqGroups":[{"id":2,"name":"General"}],"orderMapping":{"2":[8,51,14,56]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"87067e49-b29b-3e91-8eb7-78c73d2d38b5","appLinkName":"Confluence (touchcastllc.atlassian.net)","appLinkUrl":"https://touchcastllc.atlassian.net/wiki","spaceKey":"CS","spaceName":"Customer Support","spaceUrl":"https://touchcastllc.atlassian.net/wiki/spaces/CS"},"labels":[],"projectKey":"CS","serviceDeskId":2},"createPermission":true,"portalAnnouncement":{"portalId":2,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"CS","userLanguageHeader":"Announcements and Updates (click here to collapse)","userLanguageMessageWiki":"Important Notice Date December 03, 2019 Tomorrow (December 04, 2019, 1AM EST) we are doing maintenance and upgrading our systems related to authentication. For users who did not authenticate after July 4th, 2019 we will require them to set up a new password upon their first login. For all the others no action required. We think the process will be very smooth, however, if you do encounter any problems please let us know, and we will try to resolve it in the shortest time. \nThank you, The TouchCast Team \nImportant Notice Date August 01, 2019 To all users of TouchCast Pitch on Windows: We are pleased to announce that Pitch 1.16.2 is now available in the Microsoft Store. Please could anyone recently affected by the below issue please update their device via the Microsoft Store (the specific version/build you will see within Pitch post update should be 1.16.988.0) \nThank you for your patience in this matter. The TouchCast Team \nImportant Notice Date July 31, 2019 To all users of TouchCast Pitch on Windows: \nWe are aware that several Pitch users are experiencing issues with the latest version (v1.16.978) released into the Microsoft App Store earlier this week. These issues relate to problems with recording and inserting text, resulting in frequent crashes. We have addressed these issues and have submitted a new version (v 1.16.2) to the App Store. Unfortunately, given the submission and approval guidelines, it will take a few days before this version is available in the store. \nIn the meantime, we are aware that many users depend on Pitch for critical use, so we are making a side-loaded version available to download immediately. Please follow instructions in the document <a href=\"https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/829063290/TouchCast+Pitch+Windows+Installing+Sideloaded+Version+of+Pitch+While+Waiting+for+Hotfix\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">HERE</a> to download a temporary fix version. We would like to emphasize however that it is important for you to go back to the App Store and download the correct version once it becomes available, in order to ensure that you continue to get subsequent updates. \nThank you for your patience. Mark Piesanen Chief Operating Officer \nImportant Notice Date July 30, 2019 Please be aware we have received numerous reports of Pitch Windows 10 crashing, post a recent update to v1.16.978. Our team is working hard to resolve this issue and will release an update asap to mitigate further problems. Thank you for your patience. \nImportant Notice Post a recent Fabric upgrade, if you experience a white frozen page please clear your browser cache. \nPitch for Windows 10 Release version 1.16 Date: July 05, 2019 • Linking of objects between scenes. \nStudio Release version 2.4 Date: July 05. 2019 • General improvements & bug fixes \nFabric Release version 1.9.0 Date: July 05. 2019 • General improvements & bug fixes \nIntercom Live Chat Date: June 28, 2019 Please be aware we are disabling the Intercom Live Chat interface from our webpage. If you need to contact support, please log a call via the <a href=\"https://touchcastllc.atlassian.net/servicedesk/customer/portal/2/group/2/create/8\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">Support forms below</a> Many thanks \nPitch for Windows 10 Release version 1.15 Date: May 08, 2019 • <a href=\"https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/800751661/Pitch+UWP+Resolution+Settings\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">Now supports 1080p for local exports </a> (Fabric Full HD exports - Enterprise & Business only) • <a href=\"https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/801308806/TouchCast+Pitch+Windows+Adding+Animated+Builds\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">Animate objects In & Out of scenes</a> • Improved UI and bug fixes \nPitch for Mac OS Release version 1.15 Date: May 08, 2019 • <a href=\"https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/801275948/TouchCast+Pitch+MacOS+Resolution+Settings\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">Now supports 1080p for local exports </a> • <a href=\"https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/762839142/How+to+use+the+Pitch+Virtual+Camera\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">Pitch Virtual Camera - present Pitch in 3rd party applications i.e Skype, Zoom etc </a> • <a href=\"https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/801243165/TouchCast+Pitch+MacOS+Adding+Animated+Builds\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">Animate objects In & Out of scenes</a> • Improved UI and bug fixes \nStudio Release version 2.3 Date: May 3, 2019 This update includes: • <a href=\"https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/728957022/What+is+TouchCast+Academy\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">Launch TouchCast Academy from the Studio home screen. </a> • <a href=\"https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/551682250/TouchCast+Fabric+Portal+Fabric+Portal+User+Interface+Overview\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">Launch TouchCast Fabric from the Studio home screen. </a> • <a href=\"https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/797540690/TouchCast+Studio+vApp+Sound+FX\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">New vApp custom sound effects. (SFX) </a> • <a href=\"https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/797540487/TouchCast+Studio+Adding+the+eMail+to+vApp\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">New \"email to\" vApp. </a> • <a href=\"https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/797376933/TouchCast+Studio+vApp+Animation\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">New vApp animations. </a> • Bug fixes. \nIMPORTANT ANNOUNCEMENT FAO users who use LinkedIn authentication to access the TouchCast Suite. LinkedIn is disabling their support for using their service to authenticate into 3rd party tools. Therefore we need to ask you to set up a new way of accessing your TouchCast account. Don’t worry: your data will be preserved and nothing will be lost. \nSteps: 1. Make sure you have logged out from your TouchCast account. 2. Then navigate to <a href=\"https://auth.touchcast.com/create-account\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">https://auth.touchcast.com/create-account</a>. 3. Type your work email (the one you have been using with LinkedIn) and click Sign up button and then follow the steps. \nThanks, the TouchCast team \nSystem Maintenance Schedule No planned maintenance. \n<a href=\"https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/131432726/Customer+Portal+Announcements\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">Please click here for history of archived announcements. </a>","defaultLanguageHeader":"Announcements and Updates (click here to collapse)","defaultLanguageMessage":"*Important Notice* \nDate December 03, 2019\nTomorrow (December 04, 2019, 1AM EST) we are doing maintenance and upgrading our systems related to authentication. For users who did not authenticate after July 4th, 2019 we will require them to set up a new password upon their first login. For all the others no action required. We think the process will be very smooth, however, if you do encounter any problems please let us know, and we will try to resolve it in the shortest time.\n\nThank you,\nThe TouchCast Team\n\n*Important Notice* \nDate August 01, 2019\nTo all users of TouchCast Pitch on Windows:\nWe are pleased to announce that Pitch 1.16.2 is now available in the Microsoft Store.\nPlease could anyone recently affected by the below issue please update their device via the Microsoft Store \n(the specific version/build you will see within Pitch post update should be 1.16.988.0)\n\nThank you for your patience in this matter.\nThe TouchCast Team\n\n*Important Notice* \nDate July 31, 2019\nTo all users of TouchCast Pitch on Windows:\n\nWe are aware that several Pitch users are experiencing issues with the latest version (v1.16.978) released into the Microsoft App Store earlier this week. These issues relate to problems with recording and inserting text, resulting in frequent crashes. We have addressed these issues and have submitted a new version (v 1.16.2) to the App Store. Unfortunately, given the submission and approval guidelines, it will take a few days before this version is available in the store.\n\nIn the meantime, we are aware that many users depend on Pitch for critical use, so we are making a side-loaded version available to download immediately. Please follow instructions in the document [HERE|https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/829063290/TouchCast+Pitch+Windows+Installing+Sideloaded+Version+of+Pitch+While+Waiting+for+Hotfix] to download a temporary fix version. We would like to emphasize however that it is important for you to go back to the App Store and download the correct version once it becomes available, in order to ensure that you continue to get subsequent updates.\n\nThank you for your patience.\nMark Piesanen\nChief Operating Officer\n\n*Important Notice*\nDate July 30, 2019\nPlease be aware we have received numerous reports of Pitch Windows 10 crashing, post a recent update to v1.16.978. Our team is working hard to resolve this issue and will release an update asap to mitigate further problems. \nThank you for your patience.\n\n*Important Notice*\n Post a recent Fabric upgrade, if you experience a white frozen page please clear your browser cache.\n\n*Pitch for Windows 10*\nRelease version 1.16\nDate: July 05, 2019\n• Linking of objects between scenes.\n\n*Studio*\nRelease version 2.4\nDate: July 05. 2019\n• General improvements & bug fixes\n\n*Fabric*\nRelease version 1.9.0\nDate: July 05. 2019\n• General improvements & bug fixes\n\n*Intercom Live Chat*\nDate: June 28, 2019\nPlease be aware we are disabling the Intercom Live Chat interface from our webpage. \nIf you need to contact support, please log a call via the [Support forms below|https://touchcastllc.atlassian.net/servicedesk/customer/portal/2/group/2/create/8]\nMany thanks\n\n*Pitch for Windows 10*\nRelease version 1.15\nDate: May 08, 2019\n• [Now supports 1080p for local exports |https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/800751661/Pitch+UWP+Resolution+Settings] \n(Fabric Full HD exports - Enterprise & Business only) \n• [Animate objects In & Out of scenes|https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/801308806/TouchCast+Pitch+Windows+Adding+Animated+Builds]\n• Improved UI and bug fixes\n\n*Pitch for Mac OS*\nRelease version 1.15\nDate: May 08, 2019\n• [Now supports 1080p for local exports |https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/801275948/TouchCast+Pitch+MacOS+Resolution+Settings] \n• [Pitch Virtual Camera - present Pitch in 3rd party applications i.e Skype, Zoom etc |https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/762839142/How+to+use+the+Pitch+Virtual+Camera]\n• [Animate objects In & Out of scenes|https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/801243165/TouchCast+Pitch+MacOS+Adding+Animated+Builds]\n• Improved UI and bug fixes\n\n*Studio*\nRelease version 2.3\nDate: May 3, 2019\nThis update includes:\n• [Launch TouchCast Academy from the Studio home screen. |https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/728957022/What+is+TouchCast+Academy]\n• [Launch TouchCast Fabric from the Studio home screen. |https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/551682250/TouchCast+Fabric+Portal+Fabric+Portal+User+Interface+Overview]\n• [New vApp custom sound effects. (SFX) |https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/797540690/TouchCast+Studio+vApp+Sound+FX]\n• [New \"email to\" vApp. |https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/797540487/TouchCast+Studio+Adding+the+eMail+to+vApp]\n• [New vApp animations. |https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/797376933/TouchCast+Studio+vApp+Animation]\n• Bug fixes.\n\n*IMPORTANT ANNOUNCEMENT*\nFAO users who use LinkedIn authentication to access the TouchCast Suite.\nLinkedIn is disabling their support for using their service to authenticate into 3rd party tools. Therefore we need to ask you to set up a new way of accessing your TouchCast account. Don’t worry: your data will be preserved and nothing will be lost.\n\nSteps:\n1. Make sure you have logged out from your TouchCast account.\n2. Then navigate to https://auth.touchcast.com/create-account.\n3. Type your work email (the one you have been using with LinkedIn) and click Sign up button and then follow the steps.\n\nThanks, the TouchCast team\n\n*System Maintenance Schedule*\nNo planned maintenance.\n\n[*Please click here for history of archived announcements.* |https://touchcastllc.atlassian.net/wiki/spaces/CS/pages/131432726/Customer+Portal+Announcements]","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":false},"canViewCreateRequestForm":true,"isProjectSimplified":false},"sharedPortal":{"name":"TouchCast Support","description":"Welcome to the help center - we're here to help! Raise a request from the options provided.","kbs":{"kbEnabled":true,"appLinkUrl":"https://touchcastllc.atlassian.net/wiki"}},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}