Why it is hard to get support from Corel VideoStudio

[gajanpriya]

Hi,
I am not sure if anyone experianced this issue. My VideoStuio 2021 keep crashing. Updated all drivers, windows 10 latest updates. Followed the support system guidelines (opened 5 tickets). Still not get resolved.
I feel frustrated because when I call into support calls get dropped -- keep calling, agents gets in puts me on hold gets dropped again.
Feel like, they are giving me run around rather than fixing issues.

Right now, Video Studio 2021 starts and then disappears.

I used cleanup tools twice -- once by myself and once by agent (one time I got someone to connect do remote sessions)

It is getting frustrating as they do not give me a straight answer - say sorry every time.

[lata]

Gajanpriya

Sorry you are having problems here, given that you have used the cleanup tool and re-installed the program I will avoid suggesting that for the time being.
When we start Video Studio the program I believe reads the contents of some files whilst launching or immediately after launching the program.
I suggest removing those from the system, new folders will be created, but should the originals contain corrupt files then the program may start.
it is possible that some of these folders remain after uninstalling the program.

OK
1 / Locate this folder “VSPTemplate” rename that to “VSPTemplate_old”
C:\Users\UserName\Documents\Corel VideoStudio Pro\VSPTemplate
2 / Also check this location, I am unsure why I have 2 VSPTemplate folders ?????
C:\My Documents\Corel VideoStudio Pro\VSPTemplate
The Templates folder contains various folders used by all versions of Video Studio, any corrupt templates may cause the program to fail.

3 / C:\Users\UserName\AppData\Roaming\Ulead Systems\Corel VideoStudio Pro (x64)\24.0
Rename the 24.0 folder to “24_old”
This folder is used to reset the program, contains details of the library amongst other things.
Some info on resetting, ignore references to Importing the Library
http://lata.me.uk/corel/reset/reset.htm

[gajanpriya]

Going to try your suggestion. Will keep you posted

[gajanpriya]

Gajanpriya

Sorry you are having problems here, given that you have used the cleanup tool and re-installed the program I will avoid suggesting that for the time being.
When we start Video Studio the program I believe reads the contents of some files whilst launching or immediately after launching the program.
I suggest removing those from the system, new folders will be created, but should the originals contain corrupt files then the program may start.
it is possible that some of these folders remain after uninstalling the program.

OK
1 / Locate this folder “VSPTemplate” rename that to “VSPTemplate_old”
C:\Users\UserName\Documents\Corel VideoStudio Pro\VSPTemplate
2 / Also check this location, I am unsure why I have 2 VSPTemplate folders ?????
C:\My Documents\Corel VideoStudio Pro\VSPTemplate
The Templates folder contains various folders used by all versions of Video Studio, any corrupt templates may cause the program to fail.

3 / C:\Users\UserName\AppData\Roaming\Ulead Systems\Corel VideoStudio Pro (x64)\24.0
Rename the 24.0 folder to “24_old”
This folder is used to reset the program, contains details of the library amongst other things.
Some info on resetting, ignore references to Importing the Library
http://lata.me.uk/corel/reset/reset.htm

I followed the steps - ran cleanup tool, mved VSPTemplate directories (searched all) changed Ulead Systems folder and reinstalled Video Studio
It opens up. Once I click on templates or FX or leave it out for sometime - it disappears

[lata]

Seems a very strange problem, unfortunately we do not know what Corel Support have already tried so any suggestions may be going over old ground
This is assuming the problem lies with Video Studio and not a direct issue with your PC.

Please try a new install
First Uninstall Video Studio
Download a new set of installation files, you should create a new empty folder to hold these files
Now only install the Main Program, deselect all other options Contents and Bonus Features.

Launch VS does the program remain running.

[gajanpriya]

Seems a very strange problem, unfortunately we do not know what Corel Support have already tried so any suggestions may be going over old ground
This is assuming the problem lies with Video Studio and not a direct issue with your PC.

Please try a new install
First Uninstall Video Studio
Download a new set of installation files, you should create a new empty folder to hold these files
Now only install the Main Program, deselect all other options Contents and Bonus Features.

Launch VS does the program remain running.

Thank you, I will try this. However I am having this issue only with Video Studio 2021. I have Corel Paintshop and Corel Pinnacle Studio as well. I do not have an issue with Both of them or other applications that I have. Corel Video Studio was working fine until VS2019. I saw some issues when templates during 2020, however it was in frequent that I did not notice. Also I am a hobbyist so use this for my hobby work.

I started having issues since I started installing VS2021 ult.

[lata]

Clutching at straws...
Have you installed any additional plugins, templates.
Either purchased or free with 2019 or 2021
I recall a comment on the forum that installing some New Blue packs have caused problems.

Do you still have 2019 installed, if so does that work ok

[gajanpriya]

Clutching at straws...
Have you installed any additional plugins, templates.
Either purchased or free with 2019 or 2021
I recall a comment on the forum that installing some New Blue packs have caused problems.

Do you still have 2019 installed, if so does that work ok

Yes, I have additional plugins Templates including New Blue packs. I cleaned up all previous versions that were installed. Do you want me to reinstall 2019 -- or just try what you have indicated (install only main for now)

[lata]

I would Install the Main Program only to see if that works without the extra Contents and Bonus Features

[gajanpriya]

I would Install the Main Program only to see if that works without the extra Contents and Bonus Features

Thank you, I am planning to do that. I saw that in another place as well. Hopefully I can get to use all Bonus and plugins I paid for once this is get resolved. Will update this after I do that

[gajanpriya]

I would Install the Main Program only to see if that works without the extra Contents and Bonus Features

Hi, Update - No luck. It looked like it was going to work, setting up my templates etc. Now it just goes away. Only VideoStudio 2021 is behaving this way.

[lata]

Thanks for the update
I have been in touch with Corel Support and received a message regarding the New Blue filters that may attribute to this problem
Installing the Main Program only should NOT install these files, but should they exist can you go to ...........

C:\Program Files\NewBlueFX\uninstallers

I see 18 files, 11 being named Uninstall*********
If these files exist can you run those Uninstall files, one at a time.

Then try launching Video Studio

[excalibur1814]

I gather that you've un-ticked hardware acceleration?

Settings/Preferences/Performance Tab/

Enable Hardware decoder acceleration
Enable hardware encoder acceleration


Worth a shot.

[gajanpriya]

I gather that you've un-ticked hardware acceleration?

Settings/Preferences/Performance Tab/

Enable Hardware decoder acceleration
Enable hardware encoder acceleration


Worth a shot.

Correct, I wanted to try that - But program does not keep up till I go there.

[gajanpriya]

I gather that you've un-ticked hardware acceleration?

Settings/Preferences/Performance Tab/

Enable Hardware decoder acceleration
Enable hardware encoder acceleration


Worth a shot.

Correct, I wanted to try that - But program does not keep up till I go there.

BTW, I checked (long enough to keep it running) - Both are ticked