STILL "Test Before Burning" Not Working in X4 Pro Update

[MysticNitekatt]

THREE weeks later and several follow up messages to support and they haven't responded to the status of the progress the techs supposedly looking into in finding a solution or problem?

I'm really upset about this,actually - A loyal long time Ulead/Corel customer and they can't even give me a simple response on the status?

What use is a $89 piece of software if it doesn't work properly. If it won't "test before burning", who knows what other issues their might be!

NEVER had a problem with VS11!

Anyone know a particular person in charge of customer support I can contact to complain? Someone in charge over there? (or is there a Mod over hear that can help me get some movement on this!) This is piss poor customer and tech service if you ask me - and apparently from my previous post - no one has encountered a similar issue.

Here's the exchange:

Support Agent 2012-06-21
Dear XXXXXX Thank you for contacting Corel Customer Support. Since I do not have enough resources to address the issue further, it would be best that I transfer this case to our level 2 technicians so that they can assist you further. An agent will be contacting you shortly. Please do not hesitate to contact us with any further questions. Regards...

Support Agent 2012-06-22
Hello XXXXXX Thank you for your submitting your question. My name is XXXXX and I have been assigned to your case XXXXX. I am currently reviewing it and will respond to you within 12 business hours. In the meantime, I invite you to explore our extensive Knowledgebase ( http://corel.force.com/index ) for answers to frequently asked questions. If you do resolve your issue through this avenue, feel free to inform me by responding to this email or updating your case status which can be found in the Support section of your account (https://www.corel.com/corel/login.jsp). Sincerely...

Customer 2012-06-24
The problem still persist - even after a clean uninstall and reinstall. There is NOTHING in the Knowlegebase that pertains to this problem.

Support Agent 2012-06-25
Good Morning - Can you please advise what type of files are in your project? Please do not hesitate to contact us with any further questions. Regards,

Customer 2012-06-25
Various Files - mpeg2,Avi,WMV,etc The issue has nothing to do with the files, that i'm sure of. Also, while burning the detailed progress display continues to say "Video/Audio Multiplexing" through the entire process until closing the disc.

Support Agent 2012-06-26
Hello -- To properly assess the situation with the issue at hand, may I request that you upload the ailing file to my secure FTP location for further product testing?

Customer 2012-06-27
Project is 4:3 using a standard x4 pro menu template.
Customer 2012-06-27
Ok - uploaded a sample project (File and Video) to the FTP server.

Support Agent 2012-06-27
Morning - Thanks for the upload. I will snag that from my folder and tear it apart to see if I can isolate the issue and get back to you as soon as possible. Please do not hesitate to contact us with any further questions. Regards,

Support Agent 2012-06-27
Hi -- So I got your project and tore it apart as promised. Here is my findings breakdown: 1) Three MPG files. 2 using DVD MPEG2 Video with Dolby Digital Audio, 1, using DVD MPEG2 Video and DVD MPEG Audio. This would result in the multiplexing until disc complete. Once the Titles are converted to True DVD Format, the three files are then joined into one file. Multiplexing or muxing, when speaking of video and video editing, means basically a process where separate parts of the video (or 'streams' as they're called in video terminology) are joined together into one file. Typical process of multiplexing is where we have MPEG-2 video file (extension normally .m2v), an AC3 audio file and a subtitle file and we want to combine into MPEG-2 system stream file in order to burn that file to SuperVideoCD disc. The same goes for DVD-video and more recently, AVCHD. The actual process of muxing, technically, is the interleaving of an audio and video stream into one transport stream. 2) Test Before Burning: I have 2 optical drives in my testing machine. I have both VSX4 and VSX5 loaded on this machine. Once basic template was chosen, I recreated your project as per your specifications and selected the test before burning option. I ensured all settings were to match yours, even the 4x burning. I can (un)happily confirm you are indeed correct. Test before burning is non functional in both X4 and in X5. I will need to log this with our engineers to have them look at it further. Please do not hesitate to contact us with any further questions. Regards

Support Agent 2012-06-27
Reported to Engineering -- XXXXXXX

Customer 2012-06-27
Thank you for the latest status report. Looking forward to the input from the engineers on this issue.

After that, and requesting a follow up status 5 times over 2 1/2 weeks - no reply.

[Kingston]

They really aren't obligated to give you a status report. And they certainly aren't going to fix the problem just for you in 2 weeks. You are probably pissing them off as much as you are pissed off at them.

[canuck]

What is the big hangup about "testing before burning"? What do you think the test will show? There is obviously no interest in your so-called problem. If you absolutely want a test then burn to a RW DVD. That will be a much better test then any software simulation of a test burn

[MysticNitekatt]

They really aren't obligated to give you a status report. And they certainly aren't going to fix the problem just for you in 2 weeks. You are probably pissing them off as much as you are pissed off at them.

A fix for ME? It's an issue with their software - there's a problem - they are fixing if for THEIR users, not just me. Even if i'm the only one who has reported it so far, an issue is still an issue. Not looking for a quick fix, just don't like being left without information and having a program that isn't working properly.

Not obligated to give me a status report? That's poor customer service - I've asked for a status report - Asking for a Follow up on an OPEN CASE is far from "Pissing them off" - Contacting them every 5 days or so isn't unreasonable - I'm a Loyal customer - and it's not working a - It's called customer service - which apparently they are lacking in.

I love the VideoStudio line of products, been using them since VS7, used VS11 for years, but now x4 PRO is the first version I've purchased since Corel took over Ulead. So you can see how Frustrating all this

Lack of communication isn't good customer service - even a canned response would be better. They haven't even bothered to contract me for any follow up information.

[MysticNitekatt]

What is the big hangup about "testing before burning"? What do you think the test will show? There is obviously no interest in your so-called problem. If you absolutely want a test then burn to a RW DVD. That will be a much better test then any software simulation of a test burn

It's not a "Hang-up" - it's a function that is not working properly! A Function that is part of the program that Should be working. (I've got both updates/patches installed as well so all is there that should be)

Second, I PREFER to use this function - that's what it is there for. I've used it in VideoStudio 7 and I've used it in VideoStudio 11 and I want to be able to use it in x4 PRO. I've been using the VS products for 10 years.

The "Test Before Burning" function has worked fine for me,for what it is designed for - checking the system speed for sending the data to the Burner at the selected recording speed - which Is why I like the program. Sure there may NEVER be a single issue with my current system or burner (test or otherwise) but It's one of the functions I like as part of the VideoStudio line.

Any issues, no matter how trivial it may seem to some,Is Still A Problem That Needs to Be Addressed.

.

[lata]

Hi MysticNitekatt

First I have to say that I have never used "Test Before Burning" but can understand your frustration when an option is offered that simply does not work. It should work and we pay for that privilege..

Out of interest I decided to test out the options.

I tried first using a DVD - RW type, as you say it just does not work for any versions back to VS10, with the exception of 11, just don't have that version. As you indicated that it used to work something must be different, I was thinking a difference in the Ulead to Corel software

However I was using DVD - RW not wanting to waste a disc as you can appreciate.

Using DVD - R type discs and the option "Test Before Burning" does work for all versions upto X5 at least for me it does work.

I only have the one type of disc, Ritek DVD-R

I am writing this as I test, Just removed the disc and selected to Create Disc Image.
This option also worked for me, Can you try this option with the disc drive empty?

[MysticNitekatt]

Issues still persists Even after trying a combination of different parts of the function and different disc setting in burning,etc.

I'm at a total loss.

[MysticNitekatt]

Is there a possibility that there is an error/defect with the instillation disc or patches causing these problems?

[lata]

Hi

I am at a loss as to what to suggest, when I try, even with an empty drive -- Creating a disc Image, the Test Before Burning is available. Have you tried this option.

I do not have VS 11 but tried from VS10 to current versions without problems.

[MysticNitekatt]

Hi

I am at a loss as to what to suggest, when I try, even with an empty drive -- Creating a disc Image, the Test Before Burning is available. Have you tried this option.

I do not have VS 11 but tried from VS10 to current versions without problems.

Yes, I've tried the creating a disc image and test before burning is not functioning either.

Could it be possible that the installation disc is defective/faulty?

[lata]

Hi

Well yes it is possible that the installation files are corrupt, but I would have thought if that were the case that you would receive other errors when using the program.

I am running Windows XP, and X4 standard version, not the Ultimate, not that that should make a difference.
---------------------------
Have you tried manually updating Direct X.
I do know that this cured some strange issues with Video Studio, whether this affected Windows 7 i do not know.

The DX update is in three parts
Download
Extract files to a new folder on the desktop--will do
Run DXSETUP.exe

http://www.microsoft.com/en-us/download ... px?id=8109

--------------------
Post edited

I mentioned running XP, just tried on the wife’s laptop using W7 64 bit.

I have to run the program in XP compatibility mode, no idea why as nobody else seems to have problems. Test Before Burn available....

Can you try XP compatibility mode to see if it makes any difference?

[MysticNitekatt]

Downloaded the DirectX - didn't make a difference,
Running in Compatibility mode lower than Window 7 Didn't make a difference.
This is plain frustrating to say the least.

[MysticNitekatt]

Still happening, no surprise there.

Still waiting word back with updated information from support - last word about a month ago the Engineering Department was still looking into it.

I got a feeling it won't be addressed until the next patch.

Still would like to know WHY this is happening.

[lata]

Hi

Sorry you have not managed to sort the problem, as i mentioned i am unable to simulate the problem, it just works for me.
Would have been nice if others commented to see how many are affected.
It may well be only your system that this is happening to.

[MysticNitekatt]

Hi

Sorry you have not managed to sort the problem, as i mentioned i am unable to simulate the problem, it just works for me.
Would have been nice if others commented to see how many are affected.
It may well be only your system that this is happening to.

Well, I know I'm up to day with my window 7 and all drivers, so that can be eliminated. I've in fact did 2 reinstals of windows 7 and 2 different clean installs of the program.

I still suspect there may be an issue with the install disc but unable to determine what.

As far as I can tell (and I haven't tried everything) Burning direct seems to be working, and basic editing,fx and rendering seems to be working in Mepg2 at 4:3. However, considering the cost of the software there should be better troubleshooting tools and support and I should not have to wait around till god knows when for the next patch, if there is even a patch for this problem.

There's an issue, and support and engineering have been "working on it", but yet I've not been offered any possible solutions to try or any troubleshooting advice, or even a work around.