HD Audio uot of sync - No Response from Ulead

[chelmreich]

Here is my fourth service ticket submission to Ulead. (No reply to the first three.)

Anyone hear find a solution to this?

I paid what I consider to be a huge sum to get your HD capture module and media studio pro. (20% of the purchase price of my HD camcorder) To date I have found your software to be useless because the audio it captures is off by 2 to 4 seconds by the end of a one hour HDV transfer. It starts off fine, but it seems at scene breaks (pauses) it gets further and further out of sync.

My camcorder is the JVC HD1 and I have a brand new Gateway P4 3.4 with hyp.th., 1GB ram, 250 GB NTFS hard drive etc.

I had the problem on my old machine (Dual PIII 750 with 382 RAM) So I bought the new one... but same problem. The old machine was XP Pro SP1. The new one is XP Home SP2.

The captures start off fine, but get further and further out of sync as the 60 min HDV transfer continues.

This is the fourth trouble ticket I have submitted without response. Please contact me with a solution, or in the alternative provide me with a full refund of the $600 I paid for this useless software. If a solution to this problem is not immediately provided I will pursue all avenues available to recover the purchsde price, including but not limited to the Unfair and Deceptive Consumer Sales Act. I consider the lack of functionality to be an uncured deceptive act under thst statute and now request you cure the deceptive act within 30 days. Further, your failure to reply in any way to my previous requests for assistance are additional uncured deceptive acts and I demand they be cured within the same time frame. Finally, the failure to respond to previous trouble ticket submisions shows the failure of your warranties.

I hope we can resolve my issues with the program and the lack of support without litigation and look forward to your reply.

Very truly yours,

Craig J. Helmreich
office phone (deleated from message)
home phone (deleated from message)

[Steve]

Craig,

Don't know if it will help any but check out the post under the DVD Movie Factory board titled "the everything AUDIO/VIDEO sync thread". There is a lot of cross over in the Ulead products and the suggestions for that product may be helpful for you.

I assume by now that you have all the latest patches loaded as well.

Don't shoot the messenger! For what it's worth, I have many Ulead products including MSP7 (not HD plugin though). The main reason that I migrated to Ulead is that once I got past any initial problems, I found all of the Ulead products to be much more stable than other video products on the market that I've tried.

Steve

[MikePH]

Craig
I don't know if it is any comfort but I have been complaining to Ulead about this problem for about 4 months. They sent me the latest version of the HDV Plugin but it still persists. However I have got a bit further than you. My contact there has received some examples of the problem from me and passed them on to the specialists. Last night he admitted that they had received other complaints of this sort and were addressing the problem. I don't know how long they will take to resolve it.

[Gift]

I use both HD cameras, JVC GR PD1 and Sony HDR FX1, with Ulead's HD Plugin.
With JVC there's a sound lack on capture while the capture rolls on 30-40 min. far. I asume that's a bug not corrected yet in Video Capture.
The only way to solve it, is cutting down your captures no more than 30 min. This way, everything goes fine.
Curiosly, with Sony machine, there's no problem at all, and you can capture all tape long with no sound lack.

A bug to take care for the next update.
Have a good time.

[ejskater16]

i can't give anyone advice as far as the HD Plug-In goes, but if all you've done is emailing them, maybe try giving them a call sometime. i don't know if it's long distance or not, but then you could at least get a hold of someone and know for sure that they are hearing what you've got to say.

[MikePH]

I think Gift has a pretty relaxed attitude towards a product which expensively does not do the one job it is supposed to do. Some of us do not have the luxury of more than one camera and take fairly long shots of concerts etc. The problem actually occurs over a period of 15-20 minutes and Ulead have known about it for some time. They could have addressed it some time ago and they SHOULD have addressed when they brought out Version 2.
I have plenty of sympathy for Craig because the product just does not do what it says on the box.

[chelmreich]

I have discovered that if I make start and stop cut points for a batch capture that do not include the actual moment I hit stop/pause while initially recording the audio is in perfect sync. It seems there is a problem with the way the software captures through cut points (and judging from other posts - there is also a problem over 30 min.)

This solution is working for now, but I just got an e-mail to download the latest HD plug in and have not had a chance to try that yet...

Craig