Problems but no support

[Synaptic-Machines]

Hi
I bought Video Studio X5 about 6 months ago,
Installed it, tried the feature I was interested (Video capture) and it failed. As I really didn't have the time to look deeper into that, I just put it on the side for later. I knew I would need it at a later time

Now, I need it.

Of course, it didn't repair itself and failed again (When I launch vid capture it give me the now classic "prepare record failed #15" message and will not record)
Checked all the forums - no solution exists
Checked the website, there is one update, a service Pack 1. It fails to install "The version of the installation could not be determined"
Now when I think of contacting Corel, I have to pay, which is of course out of the question.

What is this f... rip-off!!!! I should bill them 150US$ per hour for making me waste my precious time like this.

I understand that there can be technical difficulties in developping a soft, that's OK, but I bought a soft to do something they claim, so they should arrange that I get what I payed for through tech support or reimburse me. This is a breach of contract!

This is utterly unacceptable, so I hope that if a Corel employee screens this forum, he will contact me and at least try to solve the problem.

[BrianCee]

There is more chance of a snowball surviving that very hot place than there is of a Corel employee reacting to your post

you have not told us which camera you are using but with most modern cameras you do not "capture" - you simply transfer the videos from your camera to your hard drive and then just 'insert' them into VideoStudio - if your camera uses a DVD or more recently an SD card then you do not even open VideoStudio to get the files onto your computer.

Assuming your camera has an SD card then connect your camera to the PC using the USB cable supplied - open "Computer" and you will see the camera displayed as an external drive - browse to the folders in the camera until you find the videos (on my camera they are buried in a folder in a folder) then drag and drop them to a folder on your hard drive. Then use the 'Insert Video' option within VideoStudio to get the videos in to VideoStudio time line .

The alternative is to take the SD card out of your camera - put it in a card reader/card slot on your PC - open "Computer" - browse to the card - etc. etc. etc..

If you do have an older camera using a DV tape and capturing by firewire then the problem is Windows 7 and not VideoStudio - change the driver for the 1399 device to the "legacy" or "old" driver and you should be able to capture.

The usual reason for the "The version of the installation could not be determined" error is that the service pack is already installed - it can happen automatically - check your VS version number - if it says 15.1.0.34 service pack 1 is already installed.

[canuck]

Hi
I should bill them 150US$ per hour for making me waste my precious time like this.

I think I should bill you for making you making me waste my time reading your rant! There is absolutely no useful information in your post except for "it doesn't work for me"

Perhaps if you come back with the info that Brian mentions we can determine what you are doing wrong.

[Synaptic-Machines]

THank you Brian for all this information

And Canuck is correct, heated up by this, I didn't detail my issue, and I am afraid that led to Brian trying to solve the wrong problem. I apologize.

My story is simple: When I try to capture the screen (not capture via a camera), then I have this systematic issue coming up : When I start the recording " Prepare record failed error #15" or something similar and the countdown stops. I went through all the forums and other users having the same problem have not seems to find a solution... I tried all suggestions proposed (changing screen res, disconnecting a monitor etc.). For Corel, we must be a minority of paying users not worth spending resources on... (that's why I was p.. off)

I checked the version number, no mention of a service Pack 1...

THank you again for any help, and again apologies for my hot blood (I am French... maybe that's an excuse

Greetings

Edouard

[canuck]

Ok, ... that is behind us. Now to trying to solve your problem.

First of all what is your version number. SP1 does not get listed as far as I know. The version # on the About window should show: 15.1.0.34.

[RobertOZ]

Unfortunately, I can confirm Edouard's error, if I try to screen capture I receive Prepare Record Failed error #42, will investigate further to see if I can isolate the issue

Robert

[RobertOZ]

Well, I have been playing around with this issue for the past couple of hours and still cannot screen capture, the sound test works OK, my voice over is correctly played. I have looked at every post on this forum regarding screen capture and note that nothing has ever been resolved. From what I can make out, Error #42 is : Subscript out of range/invalid subscript, whatever that means. I have no problem screen capturing with Camtasia Studio 8 or Adobe Premiere Elements 11.
My drivers are all up todate and I am using X5 Ultimate 15.1.034, so I believe the issue is solely X5 related and as contacting Tech Support is no longer an option, I will continue screen capture with Camtasia.
With issues like this, it should be possible to contact Tech Support for advice seeing that the members of this forum are unable to assist, without to need to pay for that option.

Robert

[lata]

Hi

When you login to your Corel.com account—Support there is an option to Submit a question
This an e-mail request
Are you saying you have to pay for this support, I thought this was free.

[RobertOZ]

Hi Trevor,

That is the situation, if you try to email a support request, you end up at a page which only offers paid support, free support is now only valid for 90 days from purchase, no other NLE provider places this restriction on free support.

Robert

[Synaptic-Machines]

Hi Everybody,

Thank you for looking into this with me ))) Very much appreciated!

My version number is 15.1.0.34 (Ultimate)

Note that the error I get is not #42, but #15

Premiere elements? Maybe that's what I should have purchased! Camstasia, I never tried, is it a free soft?

Greetings

Edouard

[canuck]

I have no problems capturing from the screen using the Screen Capture task so we know that the programs works correctly.

Camtasia Studio is a program more dedicated to capturing the screen then Corels VS suite. It of course also costs 3 times what VS does so I would expect it to be a lot better.

Exactly what are the steps you are doing when you try to use the Capture Screen task?

[RobertOZ]

I have now resolved the issue of not being able to screen capture with X5, I downloaded and installed the trial of X6 and now screen capture works in both X5 and X6, so I assume that some common files have been updated, it will be interesting to see if screen capture in X5 still works when I uninstall the trial of X6
However, no matter what I try, the screen capture will not record the sound, Camtasia and Adobe have no issues in this respect, I will open a new thread regarding sound issues.

Robert