VideoStudio X3 Continually Crashes When Rendering

[JamesH]

So I bought this program, and for simple videos (1 or 2 shot) it seems to work fine. I can edit reasonably well, and so long as I dont do anything to quickly it doesnt crash.

Now I have just spent 3 days creating a more complex (but still relatively simple) video with a few edits, but whenever I try and render it to MP4, it crashes. I've installed the latest upgrade patches, but still the same problem.

A message pops up appologising and telling me to contact corel customer support and send them my dump file. I have 6 such dump files here but I have no idea where to send them? The website is bloody useless. I tried calling the customer support number here in Australia only to get a recorded message saying this was for 1st time installation support only ...

So now I have spent $100 on a program which doesnt seem to work, and which I can recieve no support for.

I should point out that no other program on my computer is unstable. This is the only program which crashes, and all I want to do is either (preferably) fix the problem, or get a refund.

Please help, I've spent all morning trying to figure out who to contact and how to get support but have failed miserably ... this is my last resort.

[Black Lab]

Please read the following, supply the requested info, and we'll try to help.
http://forum.corel.com/EN/viewtopic.php?f=1&t=8959

[JamesH]

Hi Jeff,
My original post was actually wanting to know who I send these dump files to to help fix my problem (as per the error message) but if you guys can help then all the better. I thought I had provided enough info, but I'll try and expand.

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If you have not already done so (I have already done so, but will repeat for your reading pleasure), click on Profile in the forum header and fill in the fields titled:
Operating System: Win7 Ultimate x64 (as per my profile)
Motherboard: ASUS P5(as per my profile)
Graphic Card: GF IV (as per my profile)
Sound Card: ASUS Mobo (as per my profile)
Processor: Intel Pentium Quad Core (as per my profile)
Hard Disk Drive: 1Tb (~100Gb free) (as per my profile)
Memory: 4Gb (as per my profile)

For problems not covered, please use this copyable format in posting your questions:

SUBJECT: Please use a subject that describes your exact problem : I thought I did?
Describe your problem: I thought I did?

Properties of your source files, including video, audio, image files (format, file size, where did you get it?): Various but for this the files are primarily HD .mp4 files converted to .mov for editing.
What devices are involved and their mode of connection?: ??

Project Properties (important):

Output format (file, DVD, VCD, SVCD): file (as stated in the original post) MP4 HD format

Output Properties (cogwheel in lower left of burn screen): ??

PAL or NTSC: PAL

Error Codes (if any): "The program has encountered an unspecified error and stopped functioning. Please contact corel technical support and send the dump file for analysis." ... and that is what I am trying to do

Product Version: e.g. VS10 or VS11+ : VS X3 Pro with (and without) Patch 1

By following these simple rules, you will increase your chances of obtaining a solution to your problem.

Thank you
You are welcome

[Ken Berry]

We still need a bit more information, I'm afraid... Where did the HD mp4 video come from in the first place -- a camcorder? Or from a digital still camera which can film short videos using AVCHD Lite (which is of course HD mp4)?

Did you do the conversion to .mov format? If so, why? (Video Studio doesn't like .mov very much and we usually advise people to convert it to something else for editing. In this case, I would say you would have been better leaving it in its original format if it wasn't .mov to begin with.)

If you have one of the original, unconverted files, can you please insert it in either the Video Studio library window or in the timeline. Then right click on it and copy ALL its properties here please.

Now this is where it is important to know what your project properties are, though you didn't give us those. You say you are trying to output to mp4, but how exactly are you doing that? I mean, what are you choosing? Share > Create Video File > mpeg-4? Or Share > Create Video File > AVCHD?

[JamesH]

We still need a bit more information, I'm afraid...

No probs, I'll give you watever I can if you can help!

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Where did the HD mp4 video come from in the first place -- a camcorder? Or from a digital still camera which can film short videos using AVCHD Lite (which is of course HD mp4)?
Videos originally came from a GoPro Hero HD helmet video camera in MP4 format ...
Did you do the conversion to .mov format? If so, why? (Video Studio doesn't like .mov very much and we usually advise people to convert it to something else for editing. In this case, I would say you would have been better leaving it in its original format if it wasn't .mov to begin with.)
Yes I did the conversion to .mov format using QT, because VSX3 refused to recognise the .mp4 files ... if you can tell me how I can get VS to recognise the MP4s that would be great!

If you have one of the original, unconverted files, can you please insert it in either the Video Studio library window or in the timeline. Then right click on it and copy ALL its properties here please.
As I said, VS refuses to recognise the mp4 files ... I'll post the error messgae it delivers when I get home (I'm at work at the moment).

Now this is where it is important to know what your project properties are, though you didn't give us those. You say you are trying to output to mp4, but how exactly are you doing that? I mean, what are you choosing? Share > Create Video File > mpeg-4? Or Share > Create Video File > AVCHD?
Share > Create Video File > mpeg-4 (HD)

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Who am I supposed to send these dump files to as the error message tells me?

[Ken Berry]

Looking at the specs of your helmet cam, it appears to film using the h.264 codec in high definition, which makes the end product AVCHD. Normally, AVCHD uses either .mts or .m2ts as its extension, though sometimes also .mpg. Yet yours apparently uses the extension .mp4 and I am wondering if it is that which VS cannot see when it looks at that video in that format. For VS, .mp4 would normally indicated non-HD mpeg-4. So I am wondering if you could take a small sample file and copy it (just so you don't lose the original if things go wrong), and rename the extension to either .mts, .m2ts or even .mpg Then try opening them in VS.

I am also curious as to whether your helmet cam comes in a PAL version. The only link I could find quickly to it was American and thus had NTSC properties. Now I know you said your output (I assume in .mov format) was PAL, but did it start life that way? That could be an extra complication.

As for the dump files, I have no idea where you can send them. None of us here work for Corel -- we're just users like you who volunteer their time to help out. But don't post them here!!

[Black Lab]

In addition to Ken's advice, please read the following regarding .mov files.
http://forum.corel.com/EN/viewtopic.php?f=1&t=38420

[JamesH]

Grrr why is it so complicated, and why is there no official support?

If I try changing it to MTS it comes up with
"File Format mismatch 16803:1:3"

And yes ... it definitely outputs in PAL as well as "Never The Same Colour" ... there is a setting for it

But that doesn't seem to matter now because since updating to the new patch it now reads the MP4 files! That doesnt help me with my current rendering problem though, does it? My video was edited using the .mov files

Is there anyway I can save the work I have done over the last few days, or is it totally lost?

[Black Lab]

That doesnt help me with my current rendering problem though, does it?

You're the only one who can answer that.

[Rob717]

This should be an easy fix.

The first thing I need to know is what version of QuickTime you are using? (I am betting it is 7.6.6)

The second thing I need you to do is to duplicate the error and then go into the Windows Event Viewer and get the error details of the crash.

Access the event viewer:

Start | Control Panel | Once in control panel change the "View by" to small or large icons, if already set to one of the two then open Administrative Tools | Open Event Viewer | Expand the Windows Log category and select Application.

Here you should see an error message from VideoStudio, it will be a red ball with a white explanation point in the center of it and the source will say Application. Double click on the error message and post the Faulting Application (e.g. should be VStudio.exe 13.0.0.0) and then the Faulting Module (I am betting that it will show CoreAudioToolBox.dll) be sure to check a couple of the error messages to make sure there is no information you are missing.

If you find the the faulting module to be CoreAudioToolBox.dll then it is an issue with the QuickTime player 7.6.6 and you will need to remove the following:

Apple Application Support - (The CoreAudioToolBox.dll is located in the Apple Application Support Program folder.)
Apple Software Update
QuickTime 7.6.6

Once you have removed the three programs you then will need to downgrade to QuickTime 7.6 (You can download from this link: http://support.apple.com/kb/DL762)

Once installed you should have no more issue when rendering.

In regards to VideoStudio not importing or supporting MP4 files that is a different story. With all the new pocket camera's or in your case the the Go HD Pro (sweet camera by the way) it is not just a simple MP4 file anymore. A lot of them need the correct codec installed on the system for other video editing programs to be able to import or edit the files.

Here are two tricks that I have found when using MP4 files:

Trick 01:

Change the file extension from MP4 to MOV, you will now be able to import the files into VideoStudio

Trick 02 (not really a trick just something I read):

Download and install the K-Lite codec pack from Download.com, once you have installed it you should be able to import, edit and render your MP4 files.

Both worked for my Flip camera that uses MP4 formats.

Let me know if this helps

[wjmund]

Question with same topic;

I have Quick Time version 7.6.6.71.0 (latest). I have only rendered .mts files with no crashes. If I were to render an .mov file would it probably crash? Thanks; warren

[Rob717]

Question with same topic;

I have Quick Time version 7.6.6.71.0 (latest). I have only rendered .mts files with no crashes. If I were to render an .mov file would it probably crash? Thanks; warren

That would be correct Warren, With the latest version of QuickTime there is a conflict, so any format that QuickTime is associated with will cause VideoStudio to crash (e.g. MP4 and MOV files)

Downgrading to 7.6 will fix the issue until Corel and Apple can sort this issue out.

[JamesH]

That doesnt help me with my current rendering problem though, does it?

You're the only one who can answer that.

How is that helpful?? I was making the point that because I had converted the movies into a format that is apparently incompatible with VSPro (although VS gives me no warning of this), all the editing I have done on those videos is wasted. I've essentially lost 3 days of hard work because VS will not render these videos properly.

Not only that, but VS pops up an incredibly helpful error message asking me to contact an apparently non-existant technical support ... hardly something which encourages me to purchase a Corel product again. Unfortunately I'm stuck with this program now as I cant really afford to buy another one.

Rob717, thank you very much for your very helpful post, I'll try that when I get home, I hope it saves me re-editing it! *fingerscrossed*

[Black Lab]

I can't render your project for you. Only you can render it and confirm whether you still have the problem or not. Hence, only you can answer the question.

[JamesH]

Ok it aint "CoreAudioToolBox.dll" it is a bunch of different dll's most recent crash was "ntdll.dll" ... have just uninstalled QT lets see if that makes a difference.