VS 7SE Basic Resolution to small

[SirRusty]

Hi there, I am a technician in a company that sells cameras which include Ulead VS 7SE Basic with the product. I have had several calls regarding the error message appearing at the beginning VS stating that the resolution is to small. I am aware that the resolution must be set to at least 1024x768 for VS to run (which is a very silly way to design the software and stating that the resolution is to small is silly to, perhaps low would be a better word).

Anyhow I currently am dealing with a customer running Windows XP on his Packard Bell PC and when he attempts to run VS he gets the mentioned error message. He has tried this running his resolution at 1024x768 @ 60hz, 1024x768 @ 70Hz, 1280x1024 @ 60Hz and all other combinations @ 60Hz but continues to get the same error message. Is there any other setting that needs to be changed? I have got him to try different refresh rates but still to no avail. Any ideas, your haste in answering this would be much appreciated as some of you would understand how antsy customers get when their software we provided does not function as it should.

I have looked through the forums, support and KB but could not find anything resolving my problem. The support section is terrible, FAQ's give you answers to about 2 problems (one of the answers even loops you back to the support section which then would lead you back to FAQ, odd). Tried following the link for phone support for the Asia/Pacific region which is excellent as it loops you back to the support section and provides no phone numbers.

Thanks.

[thecoalman]

I would suggest it's a system issue and the display card is either not communicating the correct resolution or something along those lines. I'd have them install the latest drivers for the card, also make surte they are running the latest version of DirectX.

Hi there, I am a technician in a company that sells cameras which include Ulead VS 7SE Basic with the product. I have had several calls regarding the error message appearing at the beginning VS stating that the resolution is to small. I am aware that the resolution must be set to at least 1024x768 for VS to run (which is a very silly way to design the software and stating that the resolution is to small is silly to, perhaps low would be a better word).

I think the reason for that is VS was designed to be easy to use. The preview display takes up a large portion of the screen, to keep the interface uniform they need a minimum size to keep everthing in the same spot.

[THoff]

It could also be the color depth, or that the DirectX installation is damaged. Make sure he's running in 24-bit or 32-bit color, and run DXDIAG.EXE to make sure all the tests of the Video tab pass -- UVS needs DirectShow to work correctly.

[SirRusty]

Thanks guys, will give it a go and let you know how it goes. He is already running 32bit colour. Personally I think they should have made the start up video in 800x600 as that seems to be the most common resolution for non-computer literate people for some reason they love to have huge icons and text

[SirRusty]

Tried all of the above and still no go unfortunatly, I have instructed the customer to re-install Windows and see how it goes or to just try another piece of software cause he doesn't really wanna have to back up all his data. So therefore unfortunatly for Ulead's not so smart method of creating the software they have just lost one customers business and he does not want to use Ulead products any more.

[rwindeyer]

I would agree with thecoalman and THoff - I usually run VS on my laptop - at the moment that is off being fixed so I am trying out my new VS9 on the desktop. Runs well on a 64 MB ATI Radeon 9200 card, Sony SDM-S71 monitor, resolution at 1024 X 768, 60 Hz refresh rate.

The laptop runs a Radeon Mobile 9000 64 Mb card, resolution at 1400 x 1080, 60 Hz.

Both units are fully updated with Direct X 9.0c, and run 32-bit colour.

Hope that helps.

[maddrummer3301]

Hi,

If your giving this person technical support on the phone or via email
how do you know he/she has actually changed the video resolution.
They may be changing the virtual screen size etc.
In other words you can run a desktop of 800x600 with a virtual screen
of 1280x 1024 (as you know).

It's hard to communicate by phone or email and give tech support
when you don't know exactly what the user has really done.

Can you have them share their desktop with yours? That will give you
control of their machine to troubleshoot.

Hope this helps,

MD

[SirRusty]

Hi,

If your giving this person technical support on the phone or via email
how do you know he/she has actually changed the video resolution.
They may be changing the virtual screen size etc.
In other words you can run a desktop of 800x600 with a virtual screen
of 1280x 1024 (as you know).

It's hard to communicate by phone or email and give tech support
when you don't know exactly what the user has really done.

MD

I give the customer a very good description of which buttons to press and what to do and as they follow my instructions it will only lead them to one place which is display settings (settings tab) where the slider bar there does change the resolution and not the virtual screen, this is done via phone and once they adjust it they read the message which appears and is correct for adjusting the resolution, they also comment on the size of the screen after adjusting it.

We do not use remote access here as it would involve one of two things, either downloading a program to do it (which not all people would be able to do) or activating Microsoft Windows Remote Access and this could potentially leave the customer open to an easy attack which would then result in us getting the blame. I am also not a fan of Microsoft and it's Windows products and so called features. Though I really would like to use some sort of remote access program as it would make a lot of things easier but unfortunatly our company does not allow it (I have forgotten the reason why, possibly what I have mentioned above).

[maddrummer3301]

Hi,
I know what your going through, not an easy job.

> I am also not a fan of Microsoft and it's Windows products and so called
> features
It's all about money.

Microsoft licensed IE for the Mac. Also wrote MS Office for Mac.
I use Open_Office Suse 9.2 on a L-Box..

MD

[maddrummer3301]

Just a suggestion but maybe installing the latest updates to
the 7se version may help.

But, it sounds like they have given up on ulead already.

MD

[SirRusty]

I will keep that in mind if he calls back, once again thanks for all the help guys/girls