Help with tech support on broken HDV features?

[the_tom56]

I have been trying to get Ulead tech support to acknowledge some problems with the MSP 7 SP3 and HDV Plugin 2. When I follow the workflow like this:

1. import HDV from the SONY HDR-HC1 using Video Capture 7 SP3
2. minimally edit (or do not edit at all! just insert the file into the timeline!), using Video Edit 7
3. Create Video File CAREFULLY selecting the template for 1080i TRANSPORT STREAM
4. Export/DV Recording... selecting the file just created and YES the correct device

what happens is

1. The HDR-HC1 goes into record mode
2. The tape advances the right amount of time
3. no time code or video is displayed on the cam, and no video is visible on tape on playback.

To try to understand this, I took the output "transport file" to another computer with an MIT MyHD 130, which plays transport files from the HDR-HC1. The output file plays with an *occaisional* good frame, but otherwise is *all garbage all over the screen* (blocks and ghosts).

Using other tools I have found other evidence of problems, e.g. the video data rate in the ulead "transport file" exceeds the fixed 25000000 bps. And it looks like the problems may start further back in he Ulead stack: when I create an HDV mpg file instead of an m2t, the file has some (less severe) playback problems on Zoom player, e.g. it cannot fast forward or skip around.

I have reported the problem in detail to tech support. I have offered to provide files that illustrate the "garbage out" from the product. The initial response? "Uninstall and re-install." The latest response? "When you output to DVD there is bound to be a loss of quality"!!??? What "DVD"? I never said *anything* about outputting to DVD. And for *that* I waited six days!

I even did a fresh install of WinXP SP1 (on a P4 3.2 GHz with 100 GB of free ATA150 disk), installed NOTHING BUT ULEAD SOFTWARE on it, and got the same results.

What is the experience others have getting ulead tech support to understand reports of problems, and to acknowledge defects? What do I need to do to get their attention?

thanks,

-tom-

[Joe Linn]

Welcome to the club. I have been doing everything possible trying to export to the HC1 without any success. I described the problems I was having in the thread http://phpbb.ulead.com.tw/EN/viewtopic.php?t=5955 . From the answers I received, it sounds like there isn't any maintenance level works. In another thread, I asked if there would be an SP4 to fix the HD plugin and the response was that it is highly unlikely since they are now working on version 8.

I'm very frustrated. I bought MSP7 for the sole purpose of editing HD video. I have been unable to do that. As far as I have been able to determine, nobody has been able to import HD video, edit it, create a valid transport stream, and copy it back to the camera. With three service packs, they have been unable to make the HD plugin work. Rather than fix it, they would like us to buy the upgrade to MSP8 when it becomes available in the hopes that HD might work in MSP8.

I'm still hoping to hear from someone who may have found a work-around, some combination of settings or maintenance level that works. I've already uninstalled and reinstalled a couple times as described in the thread http://phpbb.ulead.com.tw/EN/viewtopic.php?t=3142 to fix the problem where SP3 breaks the HD capture utility.

Anybody?

Joe