VS2020 Crashing when playing MOV files

Re: VS2020 Crashing when playing MOV files

Postby canuck » Thu Apr 16, 2020 3:18 pm

RobertOZ wrote:
canuck wrote:
mikelehman wrote:I included a small file I recorded today. Let me know if you'd like a couple of others, but all the .MOV files I have are doing the same thing, including ones that rendered fine before. I tried this file in my VS2020 and the software crashed/shut down immediately when I tried to preview/play it in the Edit tab. I am using a Zoom Q8 camera for the videos. Thank you so much for the help!
Mike

https://1drv.ms/u/s!AgFo13QYEakxgqkLeiUTa--CJS45Zg?e=hIlZsL


Jusr change the mov extension to mp4 and it plays fine in VS2020. No need to convert


Would have suggested that canuck, but when I download the file. it did not have a .mov extension, in fact it had no extension just ZOOM002


You must have "File Extensions" disabled if they don't show up
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Re: VS2020 Crashing when playing MOV files

Postby mikelehman » Thu Apr 16, 2020 6:27 pm

Thanks for all the help, everyone! I do still have VS X9 installed and my files work there. The small file I made available had very little audio on it anyway; I just shot a quick few seconds without talking as a small file to upload. It seemed very odd that everything worked fine in VS2020 for a while then suddenly stopped working. Would the best process to convert to mp4 be in VS X9 through the share tab or is there a better way to do that? I'm pretty green with the video editing stuff so my knowledge and abilities are quite limited still, so I really appreciate all the help!

Mike
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Re: VS2020 Crashing when playing MOV files

Postby lata » Fri Apr 17, 2020 8:58 am

Hi Mike

I converted the file using CVS 2019 but the quality was dreadful, using other conversion software may produce better quality

I have since used HandBrake to convert to MP4 which looked ok although I would expect better quality, the original is not perfect so other recordings may do better.
Regards Trevor
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Re: VS2020 Crashing when playing MOV files

Postby JohanGr » Wed Apr 22, 2020 10:31 am

Hi guys,
I'm the original poster of this problem. I've been communicating with Corel support on this for the past 2+ weeks and unfortunately I have not been successful in getting a descent response to this issue. Corel support got me to uninstall all previous versions, re-install VS2020 twice, delete temp and cache files and suggested converting the file to another format. I also had to send them my MSINFO32 and a full system audit file. Everything but admit that there is a problem with the software. The latest response mentioned a "Hard Codec" problem in the video header file and that I should convert the file. That is not an option as my files are extremely large (60Gig+) with new videos for editing coming in on a weekly basis.

As you have all said, VS2019 and even X10 works quite well with these files. My own experience speaks of this as well. VS2020 does not and I'm relieved(and sorry for you) to hear that others are having the same issue and described in the same way.

As soon as I get a decent solution/answer from Corel, I'll post it over here. For now I feel like I'm just going in circles with the support person as they are suggesting things which we have already tried.....like they've now exhausted the standard reply list and are starting from the top again.

My request to them to escalate the problem to management has fallen on deaf ears. (Or blind eyes :roll: )

Regards,
Johan.
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Re: VS2020 Crashing when playing MOV files

Postby JohanGr » Fri Apr 24, 2020 11:00 am

Ok, so the Corel support consultant has given up on this one. In my last email I mentioned that I should maybe just get a refund as the software is now totally useless to me (Well version 2020). The consultant then responded by sending me a standard refund email mentioning different links to the refund application process and promptly marked the ticket as resolved.

Do these consultants even work for Corel or are they a 3rd party vendor?

I'm not happy with how this query was handled and in my mind the ticket is far from resolved. But at least the support consultant does not have an outstanding ticket against his name now. Wish there was a complaints route which does not just take you back to a support consultant.

Well guys, if I one day get a solution to this, then I'll let you know.....till then its back to VS2019 for me.

Cheers.
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Re: VS2020 Crashing when playing MOV files

Postby Choi seong chul » Mon Apr 27, 2020 9:46 am

I also contacted Corel Service for the first time in VS 2020, but with the same problem.
Could not solve it.
So I went into the control panel and deleted the QuickTime player and tried it.
Problem solved. I have also reported this to Corel.
And after the service pack was updated, I reinstalled the QuickTime player.
The problem doesn't happen now.
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Re: VS2020 Crashing when playing MOV files

Postby lata » Mon Apr 27, 2020 10:51 am

Choi seong chul wrote:I also contacted Corel Service for the first time in VS 2020, but with the same problem.
Could not solve it.
So I went into the control panel and deleted the QuickTime player and tried it.
Problem solved. I have also reported this to Corel.
And after the service pack was updated, I reinstalled the QuickTime player.
The problem doesn't happen now.


Hi Choi seong chul
and welcome to the forums

Regarding QuickTime
Because of security issues you should only install the Codec and Not the player
This You Tube video gives info on installing the codec only.

https://www.youtube.com/watch?v=8lDOgqO_fVk&t
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Re: VS2020 Crashing when playing MOV files

Postby Choi seong chul » Mon Apr 27, 2020 11:54 am

This issue is resolved after installing the service pack and there are no issues.
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Re: VS2020 Crashing when playing MOV files

Postby JohanGr » Mon May 04, 2020 8:09 pm

Choi seong chul wrote:This issue is resolved after installing the service pack and there are no issues.


Hi Choi seong chul,
Unfortunately this problem is not resolved. I just did a full re-installation and the problem still occurs.
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Re: VS2020 Crashing when playing MOV files

Postby Dragonfly709 » Mon Jun 22, 2020 5:29 pm

lata wrote:
Choi seong chul wrote:I also contacted Corel Service for the first time in VS 2020, but with the same problem.
Could not solve it.
So I went into the control panel and deleted the QuickTime player and tried it.
Problem solved. I have also reported this to Corel.
And after the service pack was updated, I reinstalled the QuickTime player.
The problem doesn't happen now.


Hi Choi seong chul
and welcome to the forums

Regarding QuickTime
Because of security issues you should only install the Codec and Not the player
This You Tube video gives info on installing the codec only.

https://www.youtube.com/watch?v=8lDOgqO_fVk&t


I just installed VS2020 and immediately ran into this issue. After following the directions in the YouTube video, I am now able to play the video without the application crashing, but the audio is absent.
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Re: VS2020 Crashing when playing MOV files

Postby Ken Berry » Mon Jun 22, 2020 7:28 pm

Dragonfly -- if the audio is Dolby 5.1, that could be the problem. For some unknown reason Corel is removing Dolby from VS. They have done so entirely in Windows 7, and so far in Win 10 they have removed Dolby 5.1, though Dolby dual channel stereo should still play...
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Re: VS2020 Crashing when playing MOV files

Postby Dragonfly709 » Mon Jun 22, 2020 9:03 pm

Ken Berry wrote:Dragonfly -- if the audio is Dolby 5.1, that could be the problem. For some unknown reason Corel is removing Dolby from VS. They have done so entirely in Windows 7, and so far in Win 10 they have removed Dolby 5.1, though Dolby dual channel stereo should still play...


Thanks for the response, Ken.

The video (and audio) works fine in VLC media player, and I can bring it into CyberLink PowerDirector (competition, I know) and it works fine. When I check the properties of the file within VS2020, it simple states "no audio". Windows 10 detail tab, on the properties dialog box, tells me its properties to be: Bit rate: 1409kbps / Channels: 2 (stereo) / Audio sample rate: 44.00 kHz.
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Re: VS2020 Crashing when playing MOV files

Postby Ken Berry » Mon Jun 22, 2020 9:54 pm

All I can suggest, if you absolutely must use VS, is to put your video through a video converter program like the freeware Handbrake, and choose an audio format like AAC. The video properties themselves could remain the same or you could use the occasion to convert to straight mp4 with AAC audio.
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Re: VS2020 Crashing when playing MOV files

Postby Choi seong chul » Mon Jun 22, 2020 11:12 pm

I had the same problem when I first bought 2020
Occurred.
So I deleted the QuickTime player on my computer
Solved. Give it a try.
However, after Service Pack 2 and 3 are released, all problems are solved.
It has been.
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