How do you access Level Two customer service?

[fred456885]

The program I was editing crashed and I started a chat with Santhosh who proceeded to ask me to send him files so he could solve my problem. The files he was asking for had nothing to do with my issue and struck me as busy work--the kind you used to get in school from teachers you hated. But I sent them anyway and waited to hear back. I finally did and Santhosh said he could solve my problem by doing a remote session. We set it up based on India Standard Time and I watched as he fussed with things that--again--had nothing to do with my issue. He obviously knew less about Corel than I do and had difficulty forming complete sentences in English. Finally he gave up and said he would connect me to their "Level Two" customer service so they could solve my problem. This was on a Saturday, so he said he would let them know on Monday. Monday came and went and so did Tuesday. Finally on Wednesday I got an email from Santhosh asking to set up a remote session so he could solve my problem. Seriously. It was obviously the SAME form letter he'd sent me days before. So now I'm stuck. I can't access the program I was editing and I was almost through with it. I've been a longtime, loyal, Corel customer, and am currently using Video Studio Pro Ultimate X10. Does ANYONE know how I can bypass the so-called customer service in India and speak with someone who actually knows what he's doing?

[weaver]

Usually if the standard customer service fails two times the problem is transferred to the second level. It takes a while (2-3 weeks). Until your ticket is not closed you can hope in their support. ( it does not mean that they can solve your problem but at least they will try.).

[gewb]

I once had an issue and my experience with Corel service mirrors yours. The "help" was basicly worthless as the tech was doing busy work totally unrelated to my issue. I ended up solving my own issues.

[tletter]

The program I was editing crashed ... I can't access the program I was editing and I was almost through with it.

By "program", do you mean a project file, i.e. a VSP file?

Does your X10 start up normally and can it open other VSP files? If so then it sounds like you have a corrupted VSP for which there is no good solution other than having an older copy of the VSP or you may get lucky and find that a newer version of VS can open it. In my experience, VS occasionally corrupts a VSP when saving it and subsequently that VSP can't be opened.

https://www.youtube.com/user/tletter
tletter

[fred456885]

Yes, X10 starts normally and I can open other VSP files. However, when I try to start the file I was working on it loads without a problem until the very end where it reaches 33% and just shuts down. I wish VSP allowed you to revert to a previous version of your file. My program was fifty-four minutes long and I was almost through with it--just adding some sound effects. I haven't tried using an older version of VSP to open it. I'll give that a try. Thanks.

[tletter]

I haven't tried using an older version of VSP to open it. I'll give that a try.

I suggested trying "a newer version of VS " but your VSP sounds to be corrupted.

https://www.youtube.com/user/tletter
tletter

[lata]

Hi
I do agree with “tletter” that you appear to have a corrupt VSP or maybe the VSP content

Can you attach your VSP to your post, you will have to rename it to use .txt as its file extension
We can try to open the project file, of course we cannot see your files, but if it opens it may suggest there is a corrupt file on your pc causing the VSP not to load.
Worth a try anyway.

[weaver]

Interstingly the newer versions of VS ( after X7) have issues with the audio tracks. I have also one project already in deep investigation of Corel as I can repeat the problem any time. I recorded a 40 min concert by 3 cameras. The video editing was troublefree but in one sequence I needed to combine the 3 camera pictures ie I needed an exact synchronisation. I switched on on all 3 videos the soundtrack ( in other parts of the video I used just a single audio track from one of the cameras). In the mentioned about 3 minutes segment when I switched the VS2018 into audio mode ( to see te envelope) and wanted to shift the tracks for the exact synchronisation the VS2018 always closed. If I do not use this feature, the VS has no problems. If I shift there the video tracks it works without a problem ( I had to synchronize by ears).
(Two videos are MP4, the main camera is mts. )
The videos in X7 have absolutely no problem.
Since this video I edited 2-3 more project (no extra synchronisation needed) the VS2018 had no problems ( even in combination with old HD videos from DV tapes.)

[BJC]

I wish VSP allowed you to revert to a previous version of your file. My program was fifty-four minutes long and I was almost through with it--just adding some sound effects. .

You can do it manually - for many years now while editing a longish programme at regular intervals I do a "Save As" and add a number to the end of the file name - it creates a new .vsp which you can open up if the one you are working on crashes - I can end up with 10 - 15 .vsp files - but it doesn't matter - they are very small in size and when you finish the final one you can delete them all


from what you have said above it does not really sound like a problem with the programme - sounds more like a corrupted .vsp file and I don't see how any Corel tech fiddling with your computer is going to help you with that - maybe they can edit the .vsp and remove the last bit - I don't think anyone on here knows how to do that without getting it to open in VS

[fred456885]

Thanks, BJC. Yeah, I was thinking about that last night. If I stay with VSP--and that's a big IF as the moment--I'll create my own backups as I edit. Of course that doesn't help me with my current project which took me three weeks to edit and is my grandfather telling stories of going on cattle drives with his father in the late eighteen hundreds.

Trevor, how can I attach by VSP as a txt file? I don't see a way to attach a file to a post, plus do I simply change the extension to a text file or do I have to convert it some way? Sorry, I've never done it before.

[lata]

Hi
You can Zip or rename the file
The forum does not allow us to upload VSP files but will allow zip or txt, and renaming to txt seems an easy option.
From Windows Explorer locate the project file.
First I would create a copy, right click for copy, then right click the folder for Paste
That should create a copy of the VSP.

Right click the copy for Rename
Change the name from ProjectName.vsp to ProjectName.vsp.txt you will get a warning, yes to that.

When composing your post at the bottom left shows Upload Attachment,
Choose a File opens a browse window, find the Project file then Add the file
Now click below your reply to set the cursor – click Place in line.
I would then add a “file comment” project file created using VS 10, for example.

[fred456885]

Ah, Trevor, now I know what I was doing wrong--I wasn't using the "Full Editor". When I clicked on that I got a place to upload an attachment. However when I tried to do that it said the file was too big so I had to zip it. And by the way I keep saying I'm using X10 but I updated to VSP 2019 recently and was using that when it crashed. Thanks so much for your help.

Grandfather Fred's Stories.VSP.zip

VSP 2019

(62.08 KiB) Downloaded 124 times

[tletter]

Grandfather Fred's Stories.VSP

When trying to open your VSP, VS2019 says:

erase.jpg (16.38 KiB) Viewed 3585 times

I've been a longtime, loyal, Corel customer, and am currently using Video Studio Pro Ultimate X10.

Originally you stated that you were using X10 but now you state that "I updated to VSP 2019". As there is no newer version of VS and VS2019 can't open it, then it's a corrupt VSP. Hence if you don't have an uncorrupted backup VSP then you'll have to recreate the project (all your source material should be available). As a Hail Mary, you could ask Corel support if they have a tool to restore a corrupt VSP which would be useful as VS has a nasty habit of occasionally corrupting a VSP when saving it.

https://www.youtube.com/user/tletter
tletter

[lata]

Hi
Unfortunately I have a similar problem
The project starts to load the clips, most appear to be images, the progress bar runs 5 times where I can see the clips being selected
On the 6 attempt the progress bar stalls at 30%, pauses a few seconds then Video Studio closes without warning, no errors.
It was worth a try for us to open the project but it does appear to be a corrupt project file.
The project does appear to have been created using 2019

Agree with tletter, your only option is to contact corel again to see if they can fix corrupt project files.
I would also re-install X10 if you are intending to recreate the project.

[fred456885]

Okay, Trevor, thanks for trying.