How to Contact Technical Support For VS 11

[PeterSiebert]

Hello,
I have technical problems with Video Studio 11 and don't find a way to contact technical support in order to ask for help:
Whenever I try to create a video file after multiple cut, the program goes into a loop.
What is the recommended maintenance level?
Kind regards
Peter

[Ron P.]

Welcome to the Forums,

First we are going to need some more information. Please view This Thread, it provides a guideline to the specific information needed to help you.

Please complete your System Information in your profile. Clicking on this button --> will take you to a short tutorial, explaining how to find and complete that information. This way it will always be available, and will save you from retyping it in the future.

This sounds like some sort of conflict possibly with a codec. Have you installed any of those "mega-codec" packs?

[PeterSiebert]

Hello,
I never used a "mega codec pack". I do audio coding/decoding only with Magix Music Cleaning.

[PeterSiebert]

I still have video studio 8 installed. With this version I have no such problems.

[sjj1805]

.......
First we are going to need some more information. Please view This Thread, it provides a guideline to the specific information needed to help you.........

Please answer the above.

[Ken Berry]

I am sorry, but I will be more blunt that Ron. I simply don't understand what you mean when you say the program goes into a loop. Can you describe your problem in more detail please and give us the information that Ron has already asked for. Without it, no one is going to be able to help you.

[PeterSiebert]

Source File type: MPEG, size: 964 MB, produced by DVBPlayer (satelite TV software)
devices involved: internal hard disk drive
project settings:
PAL (25 fps)
MPEG-Dateien
24 Bits, 720 x 576, 25 fps
Unteres Halbbild zuerst
(DVD-PAL), 4:3
No error codes given.
Problem:
After selecting MPEG optimizer and entering the file name, allowing to overwrite the existing file, VS11+ issues a message indicating that the file is being written and the process can be stopped by pressing the Esc key.
Afterwards no key is accepted. Taskmanager show a CPU utilization of process vstudio of up to 99% (that's what I call a loop). It can only be killed by taskmanager.

[Ron P.]

The only thing that I can offer is that I learned early on, attempting to over-write video files, seldom produce good results. If I'm going to choose the same file name as a previous, I will delete that video file, before creating another with the same name, or just specify another location on my system. For me, VS just does not handle over-writing well.

[PeterSiebert]

Maybe I solved the problem. Something must have happened with my system. I performed a system recovery and noe I'm able to write a video file. Unfortunately I was not careful enough and lost the file with which I had worked before. I'll perform further test and come back later.
Thank you for your help.

[PeterSiebert]

Sorry, the problem isn't solved. I was just lucky to work with a very small video file. With a bigger one I see the same strange behaviour: VS starts with a CPU-utilisation of about 60% which goes up to 99%. So my CPU is and remains 100% busy after a while. I hoped to have found the reason because the following had happened some days before:
I tried to write a DVD with a couple of existing video files. It turned out that the result was to big for a standard DVD. VS was as grateful as to try to make the result smaller. But it insisted to get 10GB on my system volume C for doing that. I couldn't convince the program to use the data volume on the same drive or one of my many external disk drives. I changed the corresponding project parameters several times, always with the same result. They returned to point to the C disk. Therefore I changed my partitions using the partition utility from Paragon, could create my DVD but was afterwards unable to write a video file on disk.
I return to one of my first questions: What is the recommended maintenance and in which order should it be applied?

[Black Lab]

The editing module and the burn module, although within the same program, are actually different. They have different working folders. What you have set in your editing preferences may not be the same as in the burn module (it's probably still set at the default - on your C: drive).

When in the burning module you will see 3 icons on the bottom left. Click on the one that looks like a cogwheel where you can change the burning project properties, including the working folder. Make sure those properties also match your project's properties.

[Ken Berry]

Ummm... Just to correct that one, Black Lab, the burning preferences, including the working folder, are in the first of the three icons in the bottom left of the burning screen (Settings and Options), not the second (Project Settings cogwheel) one.

[Black Lab]

Thanks for the correction Ken. Don't have VS on this machine...

[PeterSiebert]

Thanks to all who tried to help me with their posts. But now I give up. Smaller files (about 2GB) can be handled by VS11+, for bigger ones (I tested with 4.5 GB) I use VS8 and wait for new maintenance.

[PeterSiebert]

I reinstalled the complete stuff and found, that without any maintenance the same error occurs with very small video files.
I worked with Steve's document 'Creatind a Video Editing Profile'. Generally I think that each software should be able to be run in a normal computing environment. If there is a need to do very special thinks there must be something wrong with the software. Nevetheless I implemented most of Steve's suggestions, but that didn't help.
Therefore I want to come back to my 2 questions which remain unanswered until now:
1. How can I ask a question electronically to the support team? I have been able to ask a question but now I don't find a link where to do that.
2. What is the recommended maintenance and in which order must it be applied?