Ulead Support's Latest Nonsense

MikePH · Post by **MikePH** » Wed Jul 05, 2006 2:43 pm

Has anyone yet successfully overcome Ulead Support's latest way of half-reponding to a problem? I got a question from them regarding the clip properties of the files I was trying to burn. Unfortunately the mail said that I couldn't reply directly to the question. Instead I had to click Yes/No boxes asking me if this had solved my problem(?). Unfortunately these boxes proved unclickable. There was a text box below which was supposed to allow you to add further information but, though you could add text, the submit button did not work. I've e-mailed them again but, with my luck, they will respond in just the same way. It doesn't create a very good image for a supposedly tech-savvy company.
Ironically I was trying to help them because I think there is a bug in DMF5 when trying to burn files which have been edited with multi-trim which is not present in DMF4. Other people on this board have had a number of early-adopter issues with DMF5 but Ulead seem very slow to issue an update or even to acknowledge that any problems exist.

maddrummer3301 · Post by **maddrummer3301** » Wed Jul 05, 2006 9:32 pm

snoops · Post by **snoops** » Wed Jul 05, 2006 10:08 pm

Hi,
Slight misunderstanding due to phrasing. Mike is actually saying:

I think there is a bug in DMF5 ... which is not present in DMF4

maddrummer3301 · Post by **maddrummer3301** » Wed Jul 05, 2006 10:18 pm

MikePH · Post by **MikePH** » Wed Jul 05, 2006 11:03 pm

Snoops has worked out correctly what I meant to say....I'll have to watch the long sentences for some people in future....Anyway, as you seem to be assuming, without hearing the details, that the problem is all down to my source videos, I'd better explain what has been happening.
I have been trying to produce a DVD of 3 TV shows on the same disc. I have used multi-trim to edit out the ads and then put together a simple menu. I have used the preview function to check the content and it plays perfectly (all the way through). However when I burn a disc the video (and ONLY the video) comes out as a random mess. The sound is edited perfectly but the video starts at a point some 30 seconds into the first clip and then continues to take seemingly random slices of the footage (including some of the ads that I thought I had cut out). All the while the sound plays as intended. I have tried this with several different segments of imported content, with the same results. However it does NOT happen with DMF4 (I have used the same footage and menu structure) so I can only conclude that there is a bug in DMF5. DMF4 finds nothing wrong with my source videos but DMF5 churns out garbage when I try the same sort of edit for ANY footage.
I hope that is clear enough. You may have used multi-trim without any problems (as I have with DMF4) but I have used multi-trim with DMF5 with nothing but problems.

maddrummer3301 · Post by **maddrummer3301** » Thu Jul 06, 2006 12:47 am

sjj1805 · Post by **sjj1805** » Thu Jul 06, 2006 1:42 am

MikePH
Firstly please complete your system details on your profile page.
This may have a bearing on the issue as more up to date programs often require more up to date hardware.

Then describe the source of the videos - are they downloaded from the internet or captured by way of a TV card. What format are they avi (which) / MPEG2 / MPEG4 / Xvid / Divx.

The fact that they work in version 4 but not 5 at least shows they should be suitable for editing out the adverts. However you tell us nothing about your project settings. Have you cross checked the project settings in MF4 with those in MF5 or have you relied upon the default (startup) settings?

MikePH · Post by **MikePH** » Thu Jul 06, 2006 10:17 am

I've done this long enough to know that my system is more than capable of meeting the requirements of DMF5. I have also ensured that the project settings and preferences are the same or similar on both pieces of software and the clips (MPEG2 for what it's worth) are the same. I am confident that the problem is down to a glitch in DMF5. My aim in posting this issue here was not to debate how a beginner should check all his settings but how to get in touch with Ulead so that they can address the issue

Post by **Ron P.** » Thu Jul 06, 2006 11:55 am

Mike,

Did you try completing the online form foundHERE. Click on the Technical Support Form link, found near the bottom at Submit a question. You will be taken to a log-in page, then after logging in, the page showing all of your registered products will open. Select DVDMF5, then the form page will open.

I don't know if you have already tried this, or just emailed them. Ulead uses the form, over email due to the thousands of emails daily.

Oh and remember

Ulead Customer Care Form Advisory wrote:NOTE: Some mail servers categorize the virtual Technical Support account (support@ulead.com) as spam and include it in their blacklist. To guarantee that you receive our response, please add the Ulead Technical Support account to the list of safe senders. Thank you.

Found in red print at the bottom of the page..

Good luck...

Ron P.

MikePH · Post by **MikePH** » Thu Jul 06, 2006 12:08 pm

Thank you Ron. I used the form for my original query and they responded with an e-mail question. However their e-mail did not allow me to reply directly. I had to click some Yes/No buttons at the bottom which asked whether my problem had been solved (clearly even the tech people at Ulead though it hadn't!) and then use a form which allowed me further comment. Unfortunately the submit button on this form didn't work either so I have been reduced to filling out another form on their website to resubmit my question. I'll probably get yet another e-mail to which I can't reply and so the cycle will continue.........

brucefl · Post by **brucefl** » Thu Jul 06, 2006 12:44 pm

Hi,
I have never overcome there system. I have been using UL for several years. Always the same, use the tech form, they generally respond.
You try to repsond to the yes, no answer question, and put more information in to send, guess what, doesn't work, at least with hotmail and other mail servers. (I refuse to give any my regular email address, have enough junk mail from co. selling there list.
So then, you have to go back to the webform, put in all the information again (now they want even more info.) then hit send again, get another case number to the 2, 3 or 4 you already have.
Have suggested 2 or 3 times they do something about it, nothing yet.

sjj1805 · Post by **sjj1805** » Thu Jul 06, 2006 3:43 pm

MikePH wrote:Snoops has worked out correctly what I meant to say....I'll have to watch the long sentences for some people in future....Anyway, as you seem to be assuming, without hearing the details.............

MikePH wrote:I've done this long enough to know that my system is more than capable of meeting the requirements of DMF5. I have also ensured that the project settings and preferences are the same or similar on both pieces of software and the clips (MPEG2 for what it's worth) are the same. I am confident that the problem is down to a glitch in DMF5. My aim in posting this issue here was not to debate how a beginner should check all his settings but how to get in touch with Ulead so that they can address the issue

MikePH
The users of this forum are trying to help you. You appear to have bitten off the heads of maddrummer3301 and myself. Why?

You now tell us you are not a beginner. How do we know how experienced or inexperienced you are. Have we ever met? At the time of posting this reply you have a message count of 14 - again not much of a sign of an experienced forum member is it - or do you only post here when you have a problem?

I would expect the experienced members of this forum to at the very least complete their system information on their profile pages. This does not exactly tell me much about you does it:

If you want further help I suggest a slight change in attitude.

MikePH · Post by **MikePH** » Thu Jul 06, 2006 11:18 pm

I haven't got the time or inclination to take this any further. All I will do is refer you to the other people who responded. They didn't need my system information in order to discuss the difficulties of contacting Ulead.

maddrummer3301 · Post by **maddrummer3301** » Thu Jul 06, 2006 11:34 pm

htchien · Post by **htchien** » Fri Jul 07, 2006 12:26 pm

After you send the tech support form via Ulead website, you should get an auto-response mail from Ulead to let you know that your form is been accepted by the tech support system. If you did not get the auto-response mail, there are some possible reasons:

1. Your ISP or your mail client has some spam filter faulty recognized Ulead tech support mail as spam so they filtered the auto-response mail or move the mail to the trash box in your mail client. (It happens)

2. The mail address you fill in the Ulead user profile is not correct, the auto-response mail is lost and cannot reach you (so does Ulead).

3. The mail address you fill in the Ulead user profile is a free e-mail account, which might be considered as spam mail account by Ulead tech support system.

Check if any of the reason would apply. If it's case 1, check your mail client and ISP, or use another e-mail address to turn off the spam filter. If it's case 2 and 3, correct the e-mail address or use another non-free e-mail address in your Ulead user profile and submit the form again.

If you have got Ulead's auto-response mail, a Ulead tech support guy should contact you via e-mail asking for details. You can reply to the e-mail address that Ulead guy use for communications.

Hope this helps.

H.T.

Alludo USER to USER Web Board

Ulead Support's Latest Nonsense

Ulead Support's Latest Nonsense

Ulead needs a better way to respond to there replies