My second Corel remote support session took place yesterday evening. When discovering that he could not get VS2020 to open past the splash screen he then opened and viewed task manager. He then disconnected the remote connection. I immediately emailed Corel that I was still sitting at my pc awaiting further instructions. I heard nothing back until just now - 18 hours later!!
This is what Corel Support tell me
"After reviewing the notes left on your desktop yesterday, it will take a bit of time to get the instructions you are looking for, for the NewBlue installation process I took. When a client asks for these steps, I write them up comprehensively, with screenshots, so it is easy to follow. Being the meticulous person I am, I take my time in doing this.
As for the launching issue, after some further research into the matter, the issue isn't solely with VideoStudio, after the installation of the additional filters. With the way that Windows now handles the interactions with programs and respective hardware, it was found by a colleague, that all drivers for the system, not just audio and video, as well as the system firmware, or BIOS, needs to be updated. From what I have been able to glimpse, this does not just affect our software, but various others as well, and not at the same time. Some applications do not even show any faults, but are there.
On that note, however, I am not permitted to assist with these types of updates, and must leave it to you. I can advise, however, that you can find the majority of these installs, on your system manufacturers website (*HP, DELL, Acer, etc*)"
I have responded
"Whilst I am willing to concede that the issues you describe may well affect installation on my desktop pc this does seem illogical as an identical problem is also experienced on my new laptop.
Prior to the installation of VS2019 and NB filters on my Huawei X Pro 2019 laptop I updated windows and all system drivers. The problem was replicated despite the fact that no additional 3rd party software had been installed on the laptop.
What is the best way forward?
Are you suggesting that I the only way for this to be resolved is for me to incur the additional cost of getting my PC engineer to update all audio and video drivers, as well as the system firmware, or BIOS on my desktop pc and try to install the NB filters again myself?]"
"Only if you are not comfortable about visiting a website, and downloading the necessary updates yourself. As for the happenstance on the alternate machines, it is logical, especially if you are running any Windows build after 1909. From the white paper I was reading, the architecture, is being changed, to prepare for the next evolution of the Operating System. With these changes, the environment has to be as up to date as possible. Motherboard and PC Manufacturers will release firmware and BIOS updates for a lot of their components for this very reason, as well as to ensure any / all security vulnerabilities are patches and secured.
It sounds farfetched, but it actually is not. I have been working in this field for over 25 years, and have had the honour of working for Microsoft before in the past. I was present for the releases of Windows 2000, XP, Vista and Seven. One of the first courses in our training was learning the changes of the framework architecture, and to recognize the subtle to complex differences between the platforms. The errors shown in the MSInfo32 window yesterday and previously, are that of ntdll.dll and kernelbase.dll -- the two higher level components which act as the go between for drivers and core system components.
There are so many intricacies, so many connections in the system, which allow the OS to process commands from applications, it makes my mind bounce over."