How do you access Level Two customer service?

[lata]

HI Fred
First this may not be your problem?
Using a test project I have managed to replicate the load to 33% freeze and closure of the program.
I created a test project using two samples, added a Blind transition to the timeline
I renamed the Blind.vfx effectively removing the blind transition from the VFX folder
Opened the project to fail at 30%
To restore I had to replace the Blind transition to the VFX folder, in-addition reset the program by renaming the 22.0 folder
Then the project opened ok.

We are able to read the VSP using Notepad, most of this is gobbligook but can identify the files and transitions used.
Some transitions that I found.
Dessolve
Fire
Fade
Adorage
Cross Zoom-Stretch
Crossfade
VFX For Home Movies
Seam6
Can you check the VFX folder to make sure these files exist.

To fix this problem ............
Have you tried resetting the program by renaming the 22.0 folder
C:\Users\UserName\AppData\Roaming\Ulead Systems\Corel VideoStudio Pro (x64)\22.0

Have you re-installed the program?

Post updated
I ran another test but this time i was unable to restore the corrupt VSP until i reset the library, now the project opened

Can you try resetting the library
You may wish to Export the library to save your files before resetting the library.

[fred456885]

The guy from India had me rename my 22.0 folder to 22,0old, but this didn't help. However, he didn't have me reset my library. How do I do that? BTW, I checked my "VFX for Home Movies" folder and didn't find a Seam6. Is that a VSP transition? Where would I find VSP's transitions folder? And finally, no, I haven't tried reinstalling the program. Frankly I was nervous about doing much of anything until I heard from someone who knew what they were doing. I haven't even cleaned my Recycle Bin because the guy in India had me delete my temp files and I didn't want to lose anything that might be important.

Trevor--quick update. I read how to export and import the library and reset it, so I'll try that.

Ok, another update. I backed up my Library then reset it and tried opening my project again and it got to the exact same place--33%--and shut down. Should I try re-installing VSP? Is there anything I should back up before doing that?

[lata]

Hi Fred
The A/B transitions for Video Studio are here, yes Seam6 is a VS transition.
C:\Program Files\Corel\Corel VideoStudio 2019\Vfx_plug


Reset Library
Go to Settings – Library Manager
Here you have the option to Export your library, saves the current library as a backup, however if the library is corrupt then Export will fail.
The option to reset the library will return the library to its as installed state, takes a while so be patient.
Some info on resetting the program and library export here, was written for X10 (20.0) you use 22.0
http://lata.me.uk/corel/reset/reset.htm

Is the” VFX for Home Movies” a package you have purchased for the A/B transitions.
If these are the problem you may need to re-install that package?

Clutching at straws with fingers crossed

[fred456885]

My "VFX for Home Movies" folder is just a folder I created to keep VFX that I've found and/or created. I checked VSP's transitions folder and found everything except for Cross-Zoom-Stretch and Crossfade. There is a Croszoom.vfx and a Cross.vfx. Could these missing transitions be the issue? I've only used transitions offered by VSP, so I'm not sure where they could have come from. I do adapt my transitions on occasion by lengthening them. Should I try a re-install of VSP? And if so, is there anything else I should back up first?


UPDATE: I checked my account and my download link for the program expired 3/17/19. If I uninstall it can I still re-install it?

[lata]

Hi Fred

When you first purchased the program you downloaded a file called VideoStudio_Install.exe of similar name, a small file about 7 Mb
you originally downloaded the program to a folder on your desktop, I think called Video Studio

Think of the file as a download manager, running the file will allow you to download and/or install the program.
You need to find that file.

You can run this file at any time to download the latest installation files.
Run the VideoStudio_Install.exe…follow the instructions.

From the panel that shows the program as installed (in blue), deselect Do Not Download Installed modules again….
Choose a new folder for the Download Location, (Browse) create a new folder on your pc for these files.
Choose to Download only, will download the latest installation files for 2019.
This is in preparation to re-install the program.

Once downloaded you should be prompted to install, assuming you have uninstalled the program in the first place.
Otherwise you can install on a later day

Keep these installation files in a safe place, add a txt or Doc file containing your serial number to the same folder.

[fred456885]

Ran a search for VideoStudio_Install.exe and nothing turned up. Under Corel, Ulead, and VSP 2019 I've found a variety of executable files, none labeled installation: MSInstaller.exe, Setup.exe, SetupARP.exe, MWizard.exe, VSComServer.exe, VSNotification.exe, vstudio.exe, APLoading.exe, VS2019_SP2.exe, and VS2019_SP3.exe. Do any of these sound right?

[lata]

Hi Fred
To install the program you do need the VideoStudio_Install.exe file, (Web Installer aka Stub) we can no longer do manual installs using the Setup.exe file
Just to confuse us Corel do use a variety of names for this file

For Video Studio 2019 please download the Trial version, that will give you the web installer

I see that named as VideoStudio2019_Installer.exe at 7 Mb

1 / Run that file,
2 / Enter your serial number for 2019
3 / Accept the agreements
4 / The registration details I think will be already filled in
5 / On the panel that shows the program, deselect Do not download installed modules
6 / Choose a Download Location – create a new folder for the files.
7 / “Download only” will provide the latest installation files which can be used to install the program whenever you wish.
A new Installation file at 7 Mb will also be saved to your folder, which may have a slightly different name?
If you have already uninstall 2019 then you can choose to install

[fred456885]

At what point should I uninstall the current version--before I do these steps? I just want to make sure I won't be losing any project files, etc., by reinstalling. Also, once I've reinstalled, should I import my library since resetting it didn't fix my issue?

UPDATE: I went to VSP's website and tried to download the trial version of 2019 Ultimate and nothing happened. I disabled blocking cookies and protection for their site (I use Bitdefender) and still nothing happened when I tried to download it. And yes, I also clicked on the place where it says "If the download doesn't start, click here," and when I do that two windows open in the lower left of my screen giving steps one and two, but when I click on step one the windows disappear and nothing happens. Is the download program detecting that I already have Corel? And if so, should I uninstall it before trying again?

[lata]

Hi
There should be no problems in downloading the file
If you have not set your browser to prompt you to save the downloads it will save them by default to your “Download folder”.
Have a look there for the VideoStudio2019_Installer.exe file

I only suggested that you download the files first before uninstalling then you won’t be without the program for that long.

Use the clean up tool to remove the program.
viewtopic.php?f=1&t=59847

then delete the 22.0 folder
C:\Users\Trevor\AppData\Roaming\Ulead Systems\Corel VideoStudio Pro (x64)\22.0

Uninstalling should not affect your project files (vsp’s), if you are concerned create a copy.
After reinstalling you should test your project file, cross fingers that it will open?

Then you can import your library.

[fred456885]

I do have my browser set to ask me about downloads and my default is my desktop. However, just to be sure I checked my download folder and the last Video Studio download was V7 in 2014. I then scanned my computer, searching for VideoStudio2019_Installer.exe and it didn't show up. I have Video Studio allowed in Bitdefender, so the only other thing I think of is that Windows did a major update day before yesterday and I'm wondering if they installed some protection I'm unaware of. Bitdefender is operating normally--Windows has messed with it in the past trying to get me to use their protection--but it seems fine after this latest update. I'll look into Windows protection and see if there's anything new.

I'm nervous about uninstalling VSP until I know I can reinstall it.

BTW, I really, really do appreciate your help. I've already learned a lot that I will apply in the future! Thanks!


UPDATE: I checked Bitdefender and Windows and Video Studio hasn't been blocked anywhere, so I'm at a loss. If Bitdefender blocks an app it adds it to its notification list and VSP isn't on that list, so Bitdefender isn't messing with it, and when I check Windows security, it's not blocking it either. Could it be VSP? Should I try uninstalling it and see if I can then reinstall it?

[lata]

Hi Fred
It is not the program that is stopping you downloading the file, you should be able to download, I did download the trial version yesterday with no problems.
I will e-mail you.