Fx Sound and Magic Frequently Asked Questions
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Cannot delete movie
Can't remove a program.
Can't find uninstall log
Cannot convert large files
Cannot play CD
CD doesn't play in DVD player
Comctl32.ocx
Comdlg32.ocx problems in Vista
Halts, produces out of sync or incomplete files
Could not get caps on sound card.
Digital Video Camera files
DirectX Errors and diagnostic tools
DirectX Filters, Stream Splitters, quasi-codecs
DivX 4 problems
DivX 5 Problems
Encoding halts
DVD Playback Check
Can't insert codec into graph.
Video file load errors.
Error file has no video stream
Fx Joiner unloads abruptly
Troubleshooting file Conversions
Fx Panel
Missing FxSplitterBar.ocx
CODEC Known Issues
Estimate MPEG movie size
How do I make a movie smaller so that I can burn it onto a CD?
Getting information from DirectX
How long does it take to get my CD?
How to install codecs
How to remove codecs
Connection Dropped
Merchant download expired.
Trial version expired
I need the key to unlock a demo version
Install and Uninstall Command Line switches
Karaoke CD problems
Finding missing or outdated Windows components
MP3 Errors
MPEG LA license agreement
How come I can't encode to MPEG-2?
MPEG-2 no sound
Missing Microsoft's MSVCP70.dll
My converted movie has no sound but the source movie has sound.
My movie is upside down, backward, out of sync, pixilated, dithered, porr quality.
My MPEG movie ripples or has a line at the edge.
My new CD has an old version of your product.
The demo version has expired
No audio stream
No frame preview in start or end panes of Fx Splitter
I can't play, preview or save my movie in your program.
..has caused an error and is being shut down by Windows.
The pieces of a split file will not play
Pinnacle Studio 8 MPEG problems
Pinnacle Studio 8 MPEG Load Problems
Problems with full screen movies.
Program causes an error and is then unloaded by Windows.
The program locks up during save or conversion.
Apple QuickTime
Registering ActiveX components
How to remove an orphaned application from Add Remove Programs.
Run Time error '-2147220727 (80040309) Control not installed.
Runtime error '48': Error in loading dll.
Run-Time error '339' -- Component xyz missing (where xyz may be any file name)
There was an error inserting the codec into the graph
Troubleshooting file Conversions
The data type is unsupported
How do I unlock the trial version of your software?
Unsupported Codecs
Using the DOS copy command to join files.
Verify versions of system files
Version control mismatch
Vista Recording Problems
What is the bitrate or bit rate of MPEG movies?
When I convert an AVI file to a MPEG its not playing on my DVD player.
Why can't I get a free upgrade?
Why did you reboot my computer during the installation?
Windows Media Conversion Error
Windows Media playback error
Windows Media Player Errors
Windows locks up or the application freezes during rendering.
Windows Media conversion or playback problems
ACM Driver error from audio application
AddSourceFilter Failed
After I removed your software something didn't work
AVI file has no audio stream, not VFW
Application Error
Re-key AVI File
Applies to video format converters
Max size audio
Q: Cannot delete movie "Cannot delete the file. There has been a sharing violation. The source or destination file may be in use." QUESTION: I have an avi file on my computer that windows XP will not allow me to delete or move. It is in 'my shared videos' folder. I pulled it off of the server in my house yesterday, and watched it. Now when I try to delete it I am informed that it is being used by another program or person. A: You can create a new file in notepad then save it using the name of your movie file. This will usually permit you to delete the new file. For example: If the troublesome file name is "C:\\MyMovies\\MyMovie.avi", you open notepad, type in some random characters then save the files as "C:\\MyMovies\\MyMovie.avi." Windows will ask if you want to replace the existing file, you say yes, and then delete the new file named "C:\\MyMovies\\MyMovie.avi".    Q: Can't remove a program. Trying to uninstall from control panel produces an error. A: The Windows uninstall system works very well in most cases but occasionally problems occur. Below some common instances and possible solutions for applications that use the WISE installation system. Trying to uninstall from control panel says "can't find install log".
Download and install the application again taking note of the below.
The above process should create a new log file that the uninstaller can use. Note: If you have installed more than once to the same folder Windows may remove only the earliest instance which in turn removes the install log. In such cases you will need to make a copy of the install log and then uninstall until the reference is removed. Trying to uninstall from control panel says can't find uninstall.exe or unwise.exe. Reinstalling as in the above procedure should also solve this problem in most cases, however sometimes Windows does not register the correct exe name when the application is originally installed. If the error message says "can't find uninstall.exe" but a file exists in the folder named unwise.exe, just rename it to uninstall.exe. If the error message says "can't find unwise.exe" but a file exists in the folder named uninstall.exe, just rename it to unwise.exe. I tried all of the above and it still doesn't work or the application does not use WISE. A. Remove the folder where the original EXE file was installed and then run Add/Remove programs from your Control Panel. When it fails to find the files Windows should ask you if you want to remove the references. Say yes. If Windows does not ask if you want to remove the references, see "B" below. B. If you still can't remove the reference in the Add/Remove programs applet you can either search for the application name in your system registry and delete the keys. If you are comfortable with editing your registry please see this pagefor details. If you are not comfortable with editing the registry you can download Microsoft's Power Tools and use the Tweak-UI application to remove the references.
 Q: Can't find uninstall log Can't find uninstall log. A: If you have installed more than once to the same folder Windows may remove only the earliest instance which in turn removes the install log. In such cases you will need to make a copy of the install log. Download and install the application again taking note of the below.
The above process should create a new log file that the uninstaller can use. If you are comfortable with editing your registry please see this page.
Q: Cannot convert large files Conversion stops before completion or an error is raised that says the file is corrupt or unsupported. A: There is a 40 GB size limit on NTFS partitions and 20 GB on FAT32 partitions for some of our older software. The newer applications support files up to 1,000,000 terabytes. If your source file is smaller than the above and is AVI format it is probably missing a key frame. See the below page for how to re-key your file. http://www.jhepple.com/virtualdub.htm If you have split your source file using any kind of binary splitter and are trying to convert any piece other than the first conversion will fail. Only the first piece of a binary file that has been split has a file header. All other pieces are garbage unless they are rejoined to the first piece. See the below page for instructions to create a batch file that will join the pieces: http://www.jhepple.com/support/kb/using_the_dos_copy_command_to_jo.htm
Q: Cannot play CD The Audio CD that I burned with your software will not play in my stand alone DVD (CD) player. A: Some CD and DVD players will not play re-writeable or re-writable CD's and others are very touchy about the brand of blank media. If you can play a CD in one device but cannot play it in another, try a different brand of media and if that fails, contact your player's support department. They may have a firmware upgrade or suggestions for media brands.
Q: CD doesn't play in DVD player I converted an AVI file to DVD using your software and burned it to CD but it won't play in my DVD player. A:
Q: Comctl32.ocx Comctl32.ocx version 6.0.81.5 or one of its dependencies is missing... A: The Microsoft Common Controls libraries are part of the Windows operating system. However some versions of Windows does not include all the required files and some uninstallers are known to erroneously remove them. If you are getting an error relating to a missing Comctl32.ocx or a related dependency, this installation may solve the problem. These files were the most recent version as of the date of this writing, however to insure that you have the latest you can also download the individual files from Microsoft by appending the file name to the root path below and register the files manually using RegSvr32.exe: http://activex.microsoft.com/controls/vb6 Please read this entire page before proceeding to Downloadthe installer. The installation includes the below list of files:
The files will be copied to your windows/system32 folder and registered only if they are the same version, a newer version or the file is missing from your system. Details are shown below
6.0.81.5
This is the old page. Below will install the Comctl32.ocx Version 5.00.3828 file only Q: Comdlg32.ocx problems in Vista Comdlg32.ocx missing in Vista A: Comdlg32.ocx problems in Vista Note this page addresses only the Vista issue of this error. See Run-Time Error '339'to find solutions for other operating systems. This problem seems to have multiple causes and seems to occur only on Vista systems delivered in European Union. The error message is however consistent with that of a genuine missing file error regardless of the cause: "Run-Time Error '339' : component COMDLG32.OCX or one of its dependencies not correctly registered : a file is missing or invalid." The file mentioned in the error message is in fact included with all Fx Sound and Magic commercial software and with most free application installations as are all the dependency files so if you are seeing the above mentioned error the problem is elsewhere. Please read this entire page before taking any action. Before doing anything else, reboot your computer and try running the program that generated the error once again. If the error still fires, search your Windows\\System32 folder for COMDLG32.OCX. If the file COMDLG32.OCX exists the problem may be a User Account Control issue, a wrong version or (very unlikely) a dependencyfile could be missing. The correct version information is (at the time of this writing) displayed below but higher version numbers may become available from Microsoft at any time and should be backward compatible.
If you have the correct version and the required dependency files, try logging on as the computer administrator and running the program in elevated mode. Users in EU have reported to us that after going through the above process once the application will run with lower security settings for all users. We cannot confirm this simply because we do not have access to the version of Vista that is being distributed by Microsoft in the EU. If the file does not exist, log on as the local administrator and try installing the application again. If Vista continues to block the installation of the required files you will need to copy COMDLG32.OCX and the dependency files manually to the system32 folder and register them using Regsvr32. Below is the COMDLG32.DEP file listing the requirements for Vista which includes the URL on Microsoft's server where the CAB file resides. ; Dependency file for setup wizards. Q: Halts, produces out of sync or incomplete files Conversion from ASF, WMV or other Windows Media file to AVI, MPEG or another formats halts unexpectedly, produces incomplete or out of sync results or cannot be read. A: The source file may have a damaged index or perhaps you don't have the codec that was used to create your source movie. If the index is at fault (usually results in a read error or incomplete file conversion) you can re-index the source file with Microsoft's Windows Media File Editor that comes with the Windows Media Encoder suite. To index a WMV or ASF file use the Windows Media File Editor
Open your source file in the editor...
From the main File menu select Save and Indexor Save As and index.
If the codec is at fault you can download the latest codecs for Microsoft at the below URL: http://www.microsoft.com/windows/windowsmedia/download/default.asp For your convenience, we have stored the files on our server as well. Windows Media 9 Series Codecs Installation Package
Windows Media Codecs 8.0 Installation Package
Windows Media Video 9 VCM
Q: Could not get caps on sound card. Could not get caps on sound card. A: This error may be generated from our program, from DirectX or from Windows depending upon the level of access before the failure was detected. Your sound card isn't communicating with Windows, is missing the wave mapper object or isn't supported under DirectX. Run the DirectX diagnostic tool to see if there are any driver issues. Some Internet games over-write drivers or driver dependency files which makes the game work very well and ruins everything else. Removing your sound card and allowing plug and play to detect and re-install it will often solve the problem if you elect to let Windows chose the correct driver. Q: Digital Video Camera files Movies from my camera cannot be converted using my AVI converter. A: DV Type 1 files must be converted to Video for Windows standard before they can be loaded into any Video for Windows application. You can use the free version of Fx MPEG Writer. Q: DirectX Errors and diagnostic tools DirectX Errors and diagnostic tools A: Occasionally a problem might be caused by a driver conflict or a DirectX error. Such errors usually result in an Windows error message or a locally generated error message when the file is loaded or conversion starts. Driver or component errors are reported in your DirectX diagnostic report. To start the DirectX Diagnostic Tool and to create the report click the Windows Start button, select Run from the menu, type "dxdiag.exe" without the quotes into the dropdown, click the OK button and then click the Save All Information button on the DirectX Diagnostic Tool. Q: DirectX Filters, Stream Splitters, quasi-codecs DirectX Filters, Stream Splitters, quasi-codecs
A: Exotic DirectX filters such as audio splitters will not load or render unless you have the writable version of the filter. You must contact the manufacturer of the codec or filter. Q: DivX 4 problems DivX 4 problems
A: DivX 4.11 and 4.12 will not work on a Pentium, Pentium MMX, or AMD K6/K6-2/K6-3 due to use of a Pentium Pro instruction and will cause a crash. Q: DivX 5 Problems DivX 5 Problems A: There's a bug in the DivX 5.0.2 Pro Bundle codec that prevents the Direct Show FrameGrabber from working. This can manifest itself in movies that were encoded with earlier version of DivX as well since they are decoded by DivX 5. DivX 4.16 to 5.0.1 don't seem to have the problem. This has been fixed in version 6 and higher. Q: Encoding halts During a save the progress bar goes about X% but the file never gets saved. A: Applies to multimedia editing software
Applies to movie joiners
Q: DVD Playback Check How can I check to see if my computer will play DVD's? A: DVD Decoder CheckWindows XP does not come with compatible DVD decoder software installed. To confirm that you have a DVD decoder (CODEC) on your system:
Q: Can't insert codec into graph. Error message: Can't insert codec into graph. A: This happens during a save, even when no codec has been chosen, and it might be followed by other object oriented errors as the DirectX thread begins to unravel. Applies to Fx Splitter in some but not all versions Windows 98 and ME perhaps only version 4.4.4. This has been fixed in version 4.5.x and higher. Q: Video file load errors. Video file load errors:
A: If your troublesome source movies were created with a read only codec and you don't have a writable version installed on your computer (DivX 5.x or another non-Microsoft codec for example), Fx MPEG Writer won't be passed the required information for conversion. This is designed into the codec and we have no control over it. To solve the problem you'll probably have to buy the read/write version of the codec. The error might also be generated from a movie that isn't Video for Windows compliant. For example some Apple QuickTime movies have an AVI extension but they aren't Windows AVI movies. Video for Windows requires two streams; one for video and one for audio. Q: Error file has no video stream I keep getting an error when I try to open a movie. The error message says: "Error file has no video stream..." A: This error message is the default error that's fired when DirectX can't open a video stream. If this message occurs with only one movie you might be able to fix the movie with VirtualDub. http://www.jhepple.com/virtualdub.htm If this message occurs with all movies:
Run the DirectX Diagnostic tool to see what version of DirectX is installed on your system and what type of processor you have. To run the DirectX Diagnostic tool, click on your Start button, select Run from the menu, type in DXDIAG.EXE and press the OK button. After the utility has finished, press save All Information. Q: Fx Joiner unloads abruptly When I try to save and AVI file, Fx Joiner unloads abruptly. Instead of causing an abrupt unload, the DirectX 8 stream resize component sometimes generates a "Can't insert codec into graph" error even when no compression is selected. A: If you have recently installed DirectX 9 please download the updated version of the Direct Show 9 Stream Resize DLL from here. Otherwise check you DirectX diagnostic report for errors. Q: Troubleshooting file Conversions Fx MPEG Writer troubleshooting file Conversions. A: Occasionally a problem might be caused by a driver conflict or a DirectX error. Such errors usually result in an Windows error message or a locally generated error message when the file is loaded or conversion starts. Driver or component errors are reported in your DirectX diagnostic report. All other problems with Fx MPEG Writer are related to errors within source files or with a codec that is not supported by your operating system or your processor. These sorts of problems show up as incomplete or out of sync output files or with Fx MPEG Writer locking up (freezing) but neither Windows nor Fx MPEG Writer can detect the problems so no error is raised.
One way to quickly determine if you problem is with your system or your source file is to download a sample file of the same type as the troublesome file from our web site: http://www.jhepple.com/support/sample_movies1.htm It is important to note that file size has nothing to do with conversion problems other than the likelihood of a flaw in a big file is greater simply because it holds more data. Here are some additional resources: If your source file is an AVI format it probably has a corrupt or missing key frame. You may be able to fix it with VirtualDub. You can download VirtualDub free from the below page. Just follow the directions on the page to re-key your file then use the new file as your source. If your source file is Windows Media you may not have the correct codec or you may be able to repair it using the Microsoft tools. Please see the below page for more information. If the file fails to load or freezes before any frames are converted the problem is likely to be caused by a hacked codec such as DivX ;-) which will freeze applications running in the newer version of Windows or the DivX 4 codec which does not run properly on any processor other than the Pentium Plus. See the below knowledge base article. DV Type 1 files must be converted to Video for Windows standard before they can be loaded into Fx MPEG Writer. Other exotic DirectX filters such as audio splitters will not convert unless you have the writable version of the filter. A variety of problems have been reported when trying to convert files created by Pinnacle Studio 8. There are some issues created when Nero Burning is installed after Pinnacle and other issues with the Pinnacle updates. We cannot offer support for fixing Pinnacle installations or files. Please visit Pinnacle Studio web site: Q: Fx Panel Run time error: Component Fxpanel.ocx is invalid or missing. Installation Error: FxPanel.ocx failed to register. Other: FxPanel.ocx or a required component cannot be found. Please reinstall from the original disk. A: The shared COM object FxPanel.ocx has been deleted from your system, was removed by an application or failed to register during installation. You can download a small patch below that will install and register the latest version of this control. Q: Missing FxSplitterBar.ocx Run-time error "339" : Component 'FxSplitterBar.ocx' or one of its dependencies not correctly registered: a file is missing or Invalid. A: Download the control only installer below. The file is very small and takes only a moment to run. Once it has finished delete the installation file. Q: CODEC Known Issues The Microsoft web site says my CODEC will cause Windows to crash. I can't get a preview of my DivX encoded movie. A: The AngelPotion codecs and early DivX ;-) codecs will crash your system or most editing applications that try to open movies the use them. DivX 4.11 and 4.12 will not work on a Pentium, Pentium MMX, or AMD K6/K6-2/K6-3 due to use of a Pentium Pro instruction and will cause a crash. There's a bug in the DivX 5.0.2 Pro Bundle codec that prevents the Direct Show FrameGrabber from working. This can manifest itself in movies that were encoded with earlier version of DivX as well since they are decoded by DivX 5. DivX 4.16 to 5.0.1 don't seem to have the problem. This has been fixed in version 5.1 and higher.
Q: Estimate MPEG movie size How can I estimate how big an MPEG movie is going to be? I want to to know the size of my MPEG movie before I encode it so I can see if it will fit on a CD. A: When using constant bit rate encoding you can roughly estimate the file size in kilobytes by multiplying the sum of video bit rate and the audio bitrate by the runtime divided by 8. Estimated KB = (Video bitrate + Audio bitrate) X (Runtime/8) You should add a 2% or 3% "fudge factor" to your estimate to make sure it will fit on your CD. Fudged KB = Estimated KB * 1.02 Important: If you use variable bit rate encoding the compression varies depending upon motion and frame complexity so you can't calculate the size. Q: How do I make a movie smaller so that I can burn it onto a CD? How do I make a movie smaller so that I can burn it onto a CD? A:
Q: Getting information from DirectX How do I run the DirectX Diagnostic tool? How do I know what version of DirectX I have? How do I know how much memory I have? How do I know what type of processor I have? A: To run the DirectX Diagnostic tool, click on your Start button, select Run from the menu, type in DXDIAG.EXE and press the OK button. After the utility has finished, press save All Information. Q: How long does it take to get my CD? How long does it take to get my CD? A:
Q: How to install codecs How to install codecs A: To add all the default codecs in Windows, follow these steps:
To add a specific codec follow these steps:
Q: How to remove codecs How to remove codecs A: To remove a specific codec or MCI device in Windows versions prior to XP, follow these steps:
The process is a bit different in XP: Go to Control Panel | System then click on the Hardware tab | Device Manager click on Sound, Video and Game Controllers then select the audio code (and video codecs) to look for wayward codecs. See the screen dumps below for step-by-step:
Sometimes, if the codec is stubborn, you will need to search your registry and remove the references to the codec by name. If you are not familiar with editing your system registry do not attempt this or serious problems including rendering your computer unusable can result. Additional key words - remove AngelPotion, remove DivX ;-), remove illegal codecs, remove hacked codecs. Angel Potion.
To remove the default Windows codecs, follow these steps:
Q: Connection Dropped When downloading a file from your site my connection keeps dropping. A: If you're using a telephone line be sure to disable call waiting. Otherwise, check with your phone company or ISP. Q: Merchant download expired. I downloaded the full version from an online merchant a few months ago but I didn't buy a CD and I didn't save the original installation file. Recently I had to reformat my hard drive but when I tried to download again using the URL that the merchant sent to me now says that the download had expired. Now what? A: Registered users of most of our products can order a replacement CD for a nominal fee. See the individual product pages or the support main pagefor details. The merchants that sell our products charge us a fee to sell our products and for hosting the full versions on their servers. They only maintain the link for a matter of hours after the sale and do not give away free downloads to our customers who have lost their original installations. If you purchased download insurance or some kind of extended download service from an online reseller please contact the reseller. Q: Trial version expired I downloaded your 30 day trial version but when I tried to run it it said that the 30 days has expired and now it wants me to buy it.How do I reset the timer so I can try it? A: Unfortunately there is no way to reset the timer. The demo version should only behave as described if:
Q: I need the key to unlock a demo version I need the key to unlock a demo version. I need to reinstall the software I bought but I didn't save the original installation file. Please send me a key to unlock the trial version or a URL where I can download the full version again. A: Our software does not use keys to unlock the trial versions instead the full versions are available as completely separate installations with totally different components and executable files. We use this procedure for two primary reasons.
Some merchants that distribute the full versions of our software also send a key code simply because the merchants' systems are focused on vendors that use keys. These keys have no value in our software. We recognize that our system of distributing a trial version and a full version also has drawbacks. Many customers complain that they must go through the exercise of downloading and installing the full version where unlocking the trial version would be much faster and easier. Others complain that they must backup the full version installer or pay for a replacement CD if their hard drive crashes or they upgrade their computer. We recognize the validity of those complaints but we sincerely believe that the full version download better serves our customers and we will continue to use this method until a better alternative is available. To soften the blow to our customers that have purchased a full version of our software and need to reinstall but failed to back up the original installation we provide very inexpensive replacement CD's with a temporary download link via Plimus. See the individual product pages or the support main pagefor details. If you purchased download insurance or some kind of extended download service from an online reseller please contact the reseller. Download insurance, the time that the original download is available and billing issues are the responsibility of the merchant.
Q: Install and Uninstall Command Line switches Install and Uninstall Command Line switches A: These switches can be included in network installations and removal batch files or called from a command prompt. Install
Uninstall The following command line options can be applied to the Wise Installation System uninstall executable file, which is usually named unwise.exe or unwise32.exe.
Note: By default, without the /Z command line switch, all folders are not removed. Q: Karaoke CD problems I have a Karaoke CD that playback music and the synchronized script on a TV. I checked at the computer and found the tracks 1 to 9 with termination .cda I had converted the original CD files into MP3 in HD Folder, then converted/saved into a virgin CD. The burned CD It playback only in the computer, but it do not playback in an stand alone CD karaoke player. It do not play the audio neither playback the script letters synchronized. A: Karaoke music CDA does not comply with the Redbook standard for audio CD's. Typically Karaoke CD's are formatted as DVD, VCD or CDG disks. Each of these formats requires karaoke machines to enable all the features but CDG formatted discs can be played on most regular CD players. Q: Finding missing or outdated Windows components Finding missing or outdated Windows components A: If a component (DLL, OCX or other COM object) is missing from your system or the wrong version the application that tries to call that component or Windows will generate an error. See System File Checker. In some cases the component will be a third party object that was or should have been installed with the application. In other cases the component will be a dependency file that the application expects to have been installed on your system. Microsoft has a tool that will "walk" the dependency files that are called by an application. You can download the zipped files for this tool from the below URL: http://www.jhepple.com/support/ftp/DependencyWalker/MS_D_Walker_21_x86.zip Dependency Walker recursively scans all dependent modules required by a particular application. During this scan it performs the following tasks:
The below image shows the DLL's that are called by Fx Video Converter.
Q: MP3 Errors MP3 Errors A: If your application stops producing MP3 files with or without an error, the cause might be a missing LAME encoder DLL. LAME is an LGPL MP3 encoder. The Open source development model allowed to improve its quality and speed since 1999. It is now an highly evolved MP3 encoder, with quality and speed able to rival state of the art commercial encoders widely used by software developers. Download and copy the DLL to a folder in your search path or to a folder with your EXE and/or the BIN subfolder. Download: lame_enc.dll If your application is not using LAME encoding, this DLL will do no harm but it, of course, will not solve the problem. Q: MPEG LA license agreement MPEG LA license agreement. A: Any use of this product other than consumer personal use in any manner that complies with the MPEG-2 standard for encoding video information for packaged media is expressly prohibited without a license under applicable patents in the MPEG-2 patent portfolio, which license is available from MPEG LA, L.L.C., 250 Steele Street, Suite 300, Denver, Colorado 80206 Q: How come I can't encode to MPEG-2? I have the full version but the encoding options don't include MPEG-2. Your web site says that your MPEG software supports MPEG-2 but the dropdown list only says MPEG-1. How come I can't encode to MPEG-2? A: MPEG-2 requires a license and is not included in any demo versions. To encode to MPEG-2 in the full versions of Fx MPEG Writer and Fx MPEG Suite select either SVCD or DVD. You can customize all the parameters of SVCD but you cannot change the height and width of DVD formatted movies. Q: MPEG-2 no sound When I convert a movie to MPEG-2 with DVD extensions the video will not play in Windows Media Player. A: In order to playback movies, Windows Media Player requires that the appropriate codecs are installed. Installing DVD software such as Win DVD will install the necessary codecs. Additional keywords: Out of sync, no audio, distorted video, audio skips. See also: Q: Missing Microsoft's MSVCP70.dll Missing Microsoft's MSVCP70.dll A: If you're missing Microsoft's MSVCP70.dll you can download and run the below installer. http://www.jhepple.com/support/ftp/MSVCP70/msvcp70.EXE Q: My converted movie has no sound but the source movie has sound. My converted movie has no sound but the source movie has sound. A: Chances are that the problem is either in your source, in the audio codec or . If your source movie is not Video for Windows compliant it will not convert properly. Open the file with VirtualDub and if it pops up a message about the sound format not matching the header you'll have to record the sound as a wav file and re-dub your original. http://www.jhepple.com/virtualdub.htm If it opens properly in VirtualDub without an error, re-derive the key frames. If none of the above works or if it happens with every AVI you try I'll need your DirectX diagnostic file to help you further. Before you send it please try the test AVI file from our web site so that I have some known place to start. Q: My movie is upside down, backward, out of sync, pixilated, dithered, porr quality. My movie is upside down. My movie is backward. My movie is out of sync. My movie is pixilated. My movie is dithered. My movie is out of focus. My movie is terrible. A:
Q: My MPEG movie ripples or has a line at the edge. My MPEG movie ripples or has a line at the edge. It looks like the top (bottom side) of my movie is wrapped. There's a ghost image a few pixels wide at one edge of my MPEG encoded movie.
A: The height and width of your movie must both be a multiple of 16. If for example you set the width to 325 rather than 320, 5 pixels will "overlap" producing undesirable results. Q: My new CD has an old version of your product. My new CD has an old version of your product. A: There are dozens, perhaps hundreds of people who download demo and free software from the Internet and put the programs on CD's for their own purposes with or without the copyright owner's permission. We are not responsible for the versions of our software on CD's that we do not manufacturer or on web sites that we do not control. Q: The demo version has expired How do I reset the timer so I can evaluate the demo version for more than 30 days? A: This cannot be done. Q: No audio stream An error message says that the source AVI file has no audio stream but I can hear the sound when I play the movie. A: If your file is DV Type I these movies do not comply to Video for Windows standards because they have a single stream of audio and video rather than an audio and a video stream. As a result Type 1 movies can't be edited or post processed by VFW tools which are the preponderance of currently available applications. You can download Fx MPEG Writer free to convert type 1 files to standard AVI or MPEG formats. If your file is MPEG-2 you need MPEG-2 codecs. Install DVD player software to install the codecs. Q: No frame preview in start or end panes of Fx Splitter No frame preview in start or end panes of Fx Splitter A: There's a bug in the DivX 5.0.2 Pro Bundle codec that prevents the Direct Show FrameGrabber from working. This can manifest itself in movies that were encoded with earlier version of DivX as well since they are decoded by DivX 5. DivX 4.16 to 5.0.1 don't have the problem. This has been fixed in the newer releases. Q: I can't play, preview or save my movie in your program. I can't play, preview or save my movie in your program. A: Chances are very good that your movie is badly formatted. If it won't play in Windows Media Player it won't play in our software or any other DirectX based software. If it plays but won't save it may have no key frames. In order to make them as small as possible, many of the movies that are available on the Internet have no key frames . A year or two ago, before the latest generation of DirectX players a movie like that wouldn't even play. Now they might play but you can't edit them unless you re-derive the key frames. VirtualDub can do this for you.
Q: ..has caused an error and is being shut down by Windows. Page fault ..has caused an error and is being shut down by Windows.
A: Most of these errors are caused by the video card driver. In the most severe cases a stop error is generated. If you install DirectX 8.x and there isn't a DirectX 8.x driver for your video card you would be wise not to run any DirectX applications. Q: The pieces of a split file will not play The pieces of a split file will not play A: If you have split your source file using any kind of binary splitter only the first piece will have a file header. All other pieces are garbage unless they are rejoined to the first piece. See the below page for instructions to create a batch file that will join the pieces: http://www.jhepple.com/support/kb/using_the_dos_copy_command_to_jo.htm To split a movie or sound file so that each piece will play back you must use a utility that re-encodes each piece as a complete multimedia file. Q: Pinnacle Studio 8 MPEG problems Pinnacle Studio 8 MPEG problems A: A variety of problems have been reported when trying to convert files created by Pinnacle Studio 8. There are some issues created when Nero Burning is installed after Pinnacle and other issues with the Pinnacle updates. We cannot offer support for fixing Pinnacle installations or files. Please visit Pinnacle Studio web site for help: Q: Pinnacle Studio 8 MPEG Load Problems Pinnacle Studio 8 MPEG Load Problems A: Some MPEG files that have been captured with Pinnacle Studio 8 will not load in any of our movie editing tools. We cannot explain this other than to say that our software complies 100% with the MPEG committee standard. Please visit Pinnacle Studio web site for help: Q: Problems with full screen movies. Problems with full screen movies. A: If the aspect ratio of your source movie doesn't conform to your monitor size something has to give. There are a number of video cards that can set your screen to a wide variety of resolutions but typically the height would be 75% of the width. If your movie doesn't match the width to height ratio it will be distorted to fit. Q: Program causes an error and is then unloaded by Windows. Program causes an error and is then unloaded by Windows. A: Applies to all programs:
Specifically applies to Fx Splitter, Fx Joiner, Fx Video Tools or other movie editors.
Q: The program locks up during save or conversion. The program locks up during save or conversion. A: Applies to: All multimedia editors and converters. There are two likely causes for this problem. Either you don't have enough drive space or the source file has a bad place in the data. Drive Space - Some programs have to decompress the source to temp files before saving the new data. That process can take an enormous amount of drive space. Try again and when the program locks check your drive space while the program is still running. If you end the program and then check you won't get an accurate view because the temp files will already be deleted. One further note: If you are saving to a drive other than the drive where your temp folder is stored you'll need to check both drives. Applications that don't have a way to change the temp location will use the Windows default temp folder. In NT based systems that will be something like: C:\\Documents and Settings\\UserName\\Local Settings\\Temp Bad data - The easiest way to check a source file (and sometimes fix it) is to try to open it in VirtualDub. Generally speaking, if the file won't open in our application or in VirtualDub it can't be fixed. If you don't have VirtualDub you an get it free right here. Q: Apple QuickTime Your software says that it supports Apple QuickTime but when I try to browse for a movie all I see are MPEG and AVI movies. A: Applies to Fx Splitter, Fx Joiner.
Q: Registering ActiveX components Registering ActiveX components Re-Registering ActiveX components Registering COM Objects Symptoms
A: Background
How to fix it if the required object has been mistakenly removed or is otherwise missing.
How to fix it if the required object still exists but is not registered.
Q: How to remove an orphaned application from Add Remove Programs. How to remove an orphaned application from Add Remove Programs. A: How to remove an orphaned application from Add Remove Programs.
Before proceeding make a copy of your registry just in case something goes wrong then go to: HKEY_LOCAL_MACHINE\\SOFTWARE\\Microsoft\\Windows\\CurrentVersion\\Uninstall\\ Find the application reference that you want to remove and delete the key.
The above is only an example. Each application has a unique name.
Q: Run Time error '-2147220727 (80040309) Control not installed. Run Time error '-2147220727 (80040309) Control not installed. Error loading DLL A: This error is caused by some missing component on your system that the calling application depends upon to run. Microsoft has a very good tool that can walk through the dependency files as they are called. You can download the zipped files for this tool from the below URL: http://www.jhepple.com/support/ftp/DependencyWalker/MS_D_Walker_21_x86.zip Dependency Walker recursively scans all dependent modules required by a particular application. During this scan it performs the following tasks:
The below image shows the DLL's that are called by Fx Video Converter.
Q: Runtime error '48': Error in loading dll. Runtime error '48': Error in loading dll. A: Applies to: Any software. This is a common Windows error that occurs when a Dynamic Link Library (DLL) is not properly registered or when there are multiple DLL's of the same class registered. If the DLL is part of the application's installation the simplest way to solve the problem is to uninstall the error generating application, reboot and the reinstall the application. Unfortunately this will not solve the problem if the DLL is part of your operating system and not part of the application. Please see Finding missing or outdated Windows components. Q: Run-Time error '339' -- Component xyz missing (where xyz may be any file name) Run-Time error '339' -- Component xyz missing (where xyz may be any file name) A: If you see this error the first time you run the application, reboot. If your operating system is Vista the error may be caused by User Account Control issues. Please see this page for more. If the error persists after a reboot it is usually caused because an expected component was not found on your system during installation. If you didn't see or note the error during the installation you can find it in your log file. Video conversion utilities will usually require the below files: oleaut32.dll(3.50.5014.0)
Microsoft Windows XP and Microsoft Windows 2000
Microsoft Windows Millennium Edition
Microsoft Windows 98
Video for Windows DLL's The following files are used by VFW:
Download links may be found below: http://support.microsoft.com/default.aspx?scid=kb;en-us;205087 The Microsoft C++ runtime files such as msvcr70.dllcan be found in the DLL Database http://support.microsoft.com/default.aspx?scid=/servicedesks/fileversion/dllinfo.asp The Microsoft GDI+files can be downloaded from the below URL. Note that they are part of XP: Follow the steps for extracting oleaut32.dllto extract twain_32.dllfrom your Windows CD. Before you extract this DLL make sure that it wasn't in use when you ran the installer. It should be located your Windows folder. See also: Finding the DLL's that are missing from your system Q: There was an error inserting the codec into the graph There was an error inserting the codec into the graph A: This error message generally occurs on Windows 98 operating systems where there are DirectX problems. To generate a DirectX diagnostic file: From your Start button select Run then type “Dxdiag.exe” into the Open box and press OK.
The problem will usually be with a beta version of a file or with your registry. DirectX Files Tab: The file vfwwdm32.dll is a beta version, which is unsupported and could cause problems. The error can also be generated because of hacked codecs. DivX MPEG-4 DVD Video Decompressor ,0x00800000,1,1,DIVX_C32.AX,4.01.00.3917 DivX ;-) MPEG-4 Low-Motion,0x00200000,1,1,QCAP.DLL,6.01.05.0319 DivX ;-) MPEG-4 Fast-Motion,0x00200000,1,1,QCAP.DLL,6.01.05.0319
See also: http://www.jhepple.com/support/KB/when_i_load.htm http://www.jhepple.com/support/KB/how_to_remove_codecs.htm Q: Troubleshooting file Conversions Troubleshooting file Conversions A: Occasionally a problem might be caused by a driver conflict or a DirectX error. Such errors usually result in an Windows error message or a locally generated error message when the file is loaded or conversion starts. Driver or component errors are reported in your DirectX diagnostic report. All other problems with Fx Video Converter are related to errors within source files or with a codec that is not supported by your operating system or your processor. These sorts of problems show up as incomplete or out of sync output files or with Fx Video Converter locking up (freezing) but neither Windows nor Fx Video Converter can detect the problems so no error is raised.
One way to quickly determine if you problem is with your system or your source file is to download a sample file of the same type as the troublesome file from our web site: http://www.jhepple.com/support/sample_movies1.htm It is important to note that file size has nothing to do with conversion problems other than the likelihood of a flaw in a big file is greater simply because it holds more data. Here are some additional resources: If your source file is an AVI format it probably has a corrupt or missing key frame. You may be able to fix it with VirtualDub. You can download VirtualDub free from the below page. Just follow the directions on the page to re-key your file then use the new file as your source. If your source file is Windows Media you may not have the correct codec or you may be able to repair it using the Microsoft tools. Please see the below page for more information. If the file fails to load or freezes before any frames are converted the problem is likely to be caused by a hacked codec such as DivX ;-) which will freeze applications running in the newer version of Windows or the DivX 4 codec which does not run properly on any processor other than the Pentium Plus. See the below knowledge base article. DV Type 1 files must be converted to Video for Windows standard before they can be loaded into Fx Video Converter. Other exotic DirectX filters such as audio splitters will not convert unless you have the writable version of the filter. A variety of problems have been reported when trying to convert files created by Pinnacle Studio 8. There are some issues created when Nero Burning is installed after Pinnacle and other issues with the Pinnacle updates. We cannot offer support for fixing Pinnacle installations or files. Please visit Pinnacle Studio web site: Q: The data type is unsupported I am trying to convert an AVI movie to mpeg-1 but when I click "start conversion", I get the following error message: "Unable to load the source file. The stream may be corrupt or the data type is unsupported." Since the source file is AVI, I doubt the data type is unsupported. As for the stream being corrupted, I am able to play the stream just fine via programs like Windows Media Player. A:
Q: How do I unlock the trial version of your software? How do I unlock the trial version of your software? A: Our software does not use keys to unlock the trial versions instead the full versions are available as completely separate installations with totally different components and executable files. We use this procedure for two primary reasons.
Some merchants that distribute the full versions of our software also send a key code simply because the merchants' systems are focused on vendors that use keys. These keys have no value in our software. We recognize that our system of distributing a trial version and a full version also has drawbacks. Many customers complain that they must go through the exercise of downloading and installing the full version where unlocking the trial version would be much faster and easier. Others complain that they must backup the full version installer or pay for a replacement CD if their hard drive crashes or they upgrade their computer. We recognize the validity of those complaints but we sincerely believe that the full version download better serves our customers and we will continue to use this method until a better alternative is available. To soften the blow to our customers that have purchased a full version of our software and need to reinstall but failed to back up the original installation we provide very inexpensive replacement CD's with a temporary download link via Plimus. See the individual product pages or the support main pagefor details. If you purchased download insurance or some kind of extended download service from an online reseller please contact the reseller. Download insurance, the time that the original download is available and billing issues are the responsibility of the merchant. Q: Unsupported Codecs Unsupported Codecs A: If the file fails to load or freezes before any frames are converted the problem is likely to be caused by a hacked codec such as DivX ;-) which will freeze applications running in the newer version of Windows or the DivX 4 codec which does not run properly on any processor other than the Pentium Plus. See the below knowledge base article. http://support.microsoft.com/default.aspx?scid=kb;en-us;316688 Q: Using the DOS copy command to join files. Using the DOS copy command to join files. A: Create a batch file such as the one below: @ECHO OFF Q: Verify versions of system files Verify versions of system files A: If you suspect that an application has replaced a system file with an incorrect version, use the Windows System File Checker Tool to identify and/or restore the correct versions. If you are using Windows 98 please see the following articles in the Microsoft Knowledge Base: For Microsoft Windows 2000 see 222471 For Microsoft Windows XP and Windows Server 2003 see 310747 Additional keywords: find missing files find incorrect versions find dll mismatched dll wrong version
Q: Version control mismatch When starting the program a message box pops up saying, "Version control mismatch. Please contact technical support." A:
The full version EXE will not run with trial version or free version components. The error is caused when youhave some components from a free version, a trial version or an older version of the program in the same folders with the full version executable file of a newer version. This often happens when the full version EXE file is copied into a free version or demo version installation folder over-writing the demo EXE with the full version EXE. To fix this problem uninstall all previous instances of the program from your computer. Make sure that the folders were actually deleted by the uninstaller. This cannot be assumed because Windows occasionally protects folders and files preventing then from being deleted by the uninstaller. If the folder still exists after uninstalling, delete it and all contents manually. Typically the program is installed in C:\\Program Files\\Fx Product Name. After removing all previous versions reinstall using the full version that you downloaded from the merchant that sold you our software and all the correct, matching files will be installed under the main folder that you choose during installation.
Q: Vista Recording Problems Vista Recording Problems Cannot record a sound being played through the computer's sound card. A: By default, the only recoding input devices are Microphone and Line In which would mean that you can't record a sound played on your computer. To enable additional inputs, log on with elevated administrator rights and follow these steps.
Q: What is the bitrate or bit rate of MPEG movies? What is the bitrate or bit rate of MPEG movies? A: Essentially the bitrate of an MPEG movie is the amount of compression or the amount of data that it uses in a second. More specifically it means the total number of bits per second. Practically speaking higher bit rates produce higher quality and lower bit rates produce higher compression. It may be important to note that although most MPEG movies are encoded using a constant bit rate (CBR), they can in fact be encoded with a variable bit rate (VBR) which uses an additional algorithm that decides when a higher bi rate might be used without sacrificing quality. VBR encoding is obviously slower than is CBR encoding. Q: When I convert an AVI file to a MPEG its not playing on my DVD player. When I convert an AVI file to a MPEG its not playing on my DVD player. A:
Q: Why can't I get a free upgrade? Why can't I get a free upgrade? Lots of other companies provide free upgrades for life. A: Registered users of most of our products can order a replacement CD for a nominal fee. See the individual product pages or the support main pagefor details. We can't give away upgrades because all our products use patented technologies that require us to pay a royalty for each license that we sell or distribute. In order to stay in business we need to collect the royalty from you in order to pay the patent holders. Some software companies do not use patented technologies or they use patented technologies without paying the owners and some don't pay for anything. Below are some of the entities to whom we pay royalties and/or fees.
Bet you didn't know that you were supporting so many people. Q: Why did you reboot my computer during the installation? Why did you reboot my computer during the installation? A:
Q: Windows Media Conversion Error Windows Media Conversion Error A: The below error is fired from Windows if you do not have the appropriate codecs installed. "FX MPEG WRITER HAS ENCOUNTERED A PROBLEM AND NEEDS TO CLOSE" This error is not exclusive to Fx MPEG writer and may apply to any application that attempts to decode a Windows Media stream when some Windows Media component is outdated or missing. We cannot write code that will trap this error because Windows unloads the application from memory before raising an error that we can read. Download the codecs for the Windows Media Web Site. Microsoft says that you can install all the Windows Media codecs. We suggest that you install them in order by series. Q: Windows Media playback error Windows Media playback error A: If your source file is Windows Media you may not have the correct codec or you may be able to repair it using the Microsoft tools. Please see the below page for more information. http://www.jhepple.com/support/kb/wmv_conversion.htm Q: Windows Media Player Errors Windows Media Player Errors A: Movies larger than 640 X 480 may generate an error but most systems can support 720 X 480.
If you install DVD software such as Win DVD it will install the codecs required to play MPEG-2 files but it might or might not resolve the large resolution movie issues. Q: Windows locks up or the application freezes during rendering. Windows locks up or the application freezes during rendering. A: This is always a fault with the source file, not with the application or with Windows. AVI Files:
Windows Media Files
Unsupported Codecs:
Digital Video Camera files:
DirectX Filters, Stream Splitters, quasi-codecs:
Pinnacle Studio 8 MPEG's:
Q: Windows Media conversion or playback problems
A: These sorts of problems seem to be a particularly prevalent with movies that were created in Windows Movie maker version 1. You can upgrade to the new version free from the Windows Update site. The source file may have a damaged index or perhaps you don't have the codec that was used to create your source movie. If the index is at fault (usually results in incomplete file conversion) you can re-index the source file with Microsoft's Windows Media File Editor that comes with the Media Encoder. To index a Windows Media file use the Windows Media File Editor
If the preview panel is blank you'll need to download the correct Windows Media codec for your source file.
If the preview displays and the file can be played, from the main File menu select Save and Indexor Save As and Index.
If the codec is at fault you can download the latest codecs for Microsoft at the below URL: http://www.microsoft.com/windows/windowsmedia/download/default.asp For your convenience, we have stored the files on our server as well. Windows Media 9 Series Codecs Installation Package
Windows Media Codecs 8.0 Installation Package
Windows Media Video 9 VCM
Additional keywords: Reindex WMV, reindex asf, WMV codecs, reindex, re-index Q: ACM Driver error from audio application ACM Driver error A: ACM Driver error is the default error generated by Windows. It occurs when the sound card or codec returns an unpredicted result. Take it in steps. First reboot your computer. If you still have problems make sure your sound card works. Play an audio file and record a file to make sure it isn't a hardware fault. Try again and if you still get the error reinstall the software that's displaying the error. If the issue persists after all of the above, the cause is likely to be the codec or the sound card driver. A. If it happens with only one file type the issue is most likely to be the codec. You might not have the codec, the codec may have been over-written by an older version or it could be corrupt. If the codec exists, remove and reinstall it. If there's no codec for the file type install one. See below for details:
B. If this happens with all file types it is most likely to be an issue with your sound card driver. First check your device manager and see if there are any problems listed. If nothing shows then run your DirectX diagnostic including all the audio tests and see if it tells you anything useful. If that doesn't help the next step would be to reinstall your audio driver. Modem generated ACM driver errors are not the same issue.
Q: AddSourceFilter Failed When trying to save a WMV Windows Media movie the application is returning an error: AddSourceFilter Failed. A: Your system does not have the codec installed that was used to create the original file. You can download the latest codecs for Microsoft at the below URL: http://www.microsoft.com/windows/windowsmedia/download/default.asp For your convenience, we have stored the files on our server as well. Windows Media 9 Series Codecs Installation Package
Windows Media Codecs 8.0 Installation Package
Windows Media Video 9 VCM
Q: After I removed your software something didn't work I removed your software and now my other program doesn't work. A: Windows keeps track of files that are marked by installation programs as "Windows Shared" with a shared file counter. If the count is zero when our software is uninstalled the shared file will be removed if you use the automatic removal option. If some other application uses a Windows Shared file but fails to mark it as shared during installation, Windows doesn't know that it shouldn't be removed. This can also happen if you install the same application in two places then remove it using the uninstall application that shipped with the program. The file may not be removed the second time but the counter might be decremented.
Q: AVI file has no audio stream, not VFW An error message says that the source AVI file has no audio stream but I can hear the sound when I play the movie. A: If your file is DV Type I these movies do not comply to Video for Windows standards because they have a single stream of audio and video rather than an audio and a video stream. As a result Type 1 movies can't be edited or post processed by VFW tools which are the preponderance of currently available applications. You can download Fx MPEG Writer free to convert type 1 files to standard AVI or MPEG formats. If your file is MPEG-2 you need MPEG-2 codecs. Install DVD player software to install the codecs. Q: Application Error The following 'application error' is given after the program appears to have finished converting a file and Exit is selected: The instruction at "0x7c9184ad" referenced memory at "0x02aea002". The memory could not be "written". A: The error is generated by Windows when you halt a program's execution before your system has completed all the requests made on behalf of that program. In this case Windows hasn't finished cleaning up the temp files as was instructed at "0x7c9184ad" because there's no longer a program in memory location "0x02aea002". Microsoft doesn't change the mouse cursor during system events so as a rule of thumb you should always wait until all disk activity stops before trying to shut down any disk intensive program. To regain any lost drive space you should delete all temp files and run chkdsk /f on the next reboot. Q: Re-key AVI File File fails to load or an error message is being returned. A: If your source file is an AVI format it probably has a corrupt or missing key frame. You may be able to fix it with VirtualDub. You can download VirtualDub free from the below page. Just follow the directions on the page to re-key your file then use the new file as your source. http://www.jhepple.com/virtualdub.htm Q: Applies to video format converters How do I convert an AVI that has no sound to MPEG? A: MPEG requires a sound track and will not accept silent movies. You can add sound to silent AVI movies with VirtualDub or Fx NewSound. Both are free and will add sound to AVI's. http://www.jhepple.com/virtualdub.htm Q: Max size audio How do I calculate the maximum size of a recorded audio file? A: During recording or conversion, audio is saved to your temp folder in uncompressed PCM format. For technical reasons, the size limit of that file is 2,097,153 k bytes. The duration of the file can be calculated using the formula below.
Applying the formula we find that an 8 bit mono file recoded at 6 kHz can be over 10 days long whereas a 32 bit stereo file recorded at 96 kHz can be no longer than about an hour and twenty minutes. The table on the belwo page shows maximum duration times of audio files recorded at various settings in hours, minutes and seconds. |
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