Mov files and coreaudiotoolbox.dll

[Cruachan]

Hi,

I do have to say that I am very disappointed with the level of support offered by Corel.

I submitted my request for help and received both an acknowledgement and some preliminary advice on 28 June:

Problem summary: Unable to render a MOV file clip to disc or playback a MOV file clip while in the Edit Room of MF7 (7.00.398.2) without the following error:

Faulting application dvdmf.exe, version 7.0.0.0, faulting module coreaudiotoolbox.dll, version 7.9.6.0, fault address 0x00261c79

Same problem experienced with MovieFactory 5.

Video clips were taken on a Canon 60D at 1920x1080 16:9 aspect ratio (setting 1080p).

I was advised to update my graphics drivers and Install the latest Direct X (June 2010). This I have done and also took the opportunity to update my audio drivers. However, the error still occurred and I reported back on 29 June and advised Corel Support that It appears that the problem is related to MOV files and the MF7 program's interaction with Apple's "CoreAudioToolbox.dll" which resides in the "Windows\Program Files\Common Files\Apple\Apple Application Support" folder. I have conducted searches and that appears to be the only instance of this file.

I waited a month before receiving a response on 29 July. I was asked to update Apple's Quicktime. This I have now done, but still the problem remains.

Unfortunately, I was on holiday when Support responded on 29 July and on my return I was taken aback to discover an e-mail dated 8 August had been sent stating: "I'm am writing to let you know that your incident is now closed because we did not receive the information we requested.".

So, it would seem that it's okay for Support to stall for lengthy periods between responses, but when the customer takes a few days to reply, the opportunity is taken to close the incident! I do have to wonder what motivates such behaviour which, quite clearly, is distinctly lacking in courtesy towards the client who a) has paid for the product and b) is entitled to receive help when a product fails to perform as advertised.

As things stand, I have to assume that Corel are aware of this problem but, for some reason, are either reluctant or are unable to provide a solution.

For the record, I have found a 'workaround' which could help others and that is to first use software like ImTOO's MOV Converter 6 to convert high definition MOV file clips to MPEG-2 video and then process them in MF7. MovieFactory 7 appeared to have no problems with MPEG-2 files and the playback was smooth during playback in the Edit Room and also after I had added some text to a clip.

ImTOO's MOV Converter 6 allows batch processing, which is great as I had 31 MOV clips to convert to MPEG-2 before importing and joining them together in MF7. Also, I have noted no obvious degradation in the quality of the converted file clips.

It's a real shame that Corel Support have chosen to be unhelpful on this matter as I have been a loyal user of MovieFactory since version 4 when it was owned by Ulead.

Mike

System Spec: ASRock 939Dual-SATA2 (AM2CPU Board), AMD Athlon 64X2 6400+ (BE,3200MHz,Windsor), Arctic Cooling Freezer 64 Pro, 2GB Crucial Ballistix DDR2 PC2-6400 4-4-4-12(2T) (Dual Channel), NVIDIA GeForce 8800 GTS 640MB (DDR3) (Forceware 275.33 WHQL), SB Audigy2 ZS Platinum (Drivers version 6.00.0001.1377), Antec NeoHE 650W PSU, Windows XP Home Edition (SP3), DirectX 9.0c

[Ron P.]

Welcome to the forums,

It seems that DVD MF and VS has had this problem with using the proper version of Q.T. Player, they seem to be a version or two behind. This is further complicated when we use the older versions, and Apple continues to update theirs.

Thanks for posting your solution.

[Cruachan]

Hi Ron,

Thanks for the welcome and glad I may have been some help with this issue. However, it would have saved me a lot of time if only Corel Support had come clean at the outset. Instead it appears that I was being strung along in the vain hope that the error would somehow miraculously disappear. I suppose their next suggestion would have been for me to reinstall Windows!

If the 'problem' does indeed lie with Apple continually moving the goalposts then perhaps Corel might consider developing and including their own MOV->MPEG-2 convertor which could then be included with MovieFactory. We live in an age of increasing numbers of HD capable DSLR cameras and a substantial number of these are Canon. Why the MOV format was chosen for their cameras is unclear, but that is the way it is for now. Therefore, it would seem that Corel should be looking to accomodate the needs of all those Canon owners if they don't want to see us stray to using alternative software. Sure, Canon do include Adobe Premier Elements 9 with their package, but I didn't find it very intuitive to use and it is much slower than MovieFactory running on my now less than stellar system. However, to be fair, I haven't spent a lot of time trying to get to grips with it and I'm kinda used to using MovieFactory anyway. This does beg the question as to why it is that Premier Elements can handle Mov files and Corel DVD MovieFactory currently can't?

Come on Corel, help us out, please!

Mike

[Ken Berry]

This does beg the question as to why it is that Premier Elements can handle Mov files and Corel DVD MovieFactory currently can't?

I suspect that is because Adobe as a company has long had strong cross-platform support for Apple. I am not talking about Premiere Elements, but about Adobe as a company. I might be wrong, but I think Adobe may even have started life as an Apple software developer and only later started producing PC software. And Apple uses Quicktime as one of its basic programs as well with .mov being a common format in Apple video editing programs.

[pe1125]

Has there been any resolution to this problem? Same crash with MF6 when attempting to export a clip from a quicktime 1920x1080 file when using Quicktime 7.7.3 with CoreAudioToolBox.dll version 7.9.8.2. Export works if I use Quicktime 7.6.4 which did not include the CoreAudioToolBox.dll. If I delete CoreAudioToolBox.dll from the version 7.7.3 install MF6 exports without crashing but understandably there is no audio in the resulting export.

I was tempted to upgrade to MF7 to resolve the problem, but it appears that the problem exists there as well. Fortunately Nero Vision works great and produces smaller files faster.