Muvee Reveal - How can I reach a real tech support person???

Yih Yeong, thanks so much for answering so quick. It is build number 1838. Were there some music download problems with this build? I thought since I just purchased Muvee Reveal on line it would be the latest... but it sounds as though you have to have the latest free trial to put product key into. Should I go in and delete software through my control panel? i dont wnat to accidentally delete the project I am now working on. Is there any way around that?

Thanks,
Ron

Yes I'm very fusturated with this program. My product key is never recognized, it dosen't save the music and now flashes through the picture in a fast forward motion. I haven't found any help and feel this product was a scam.

My support ticket is JZR-19663-415 Thanks for helping.

YihYeong,

My support ticket is: XQE-51835-349 thanks for helping, I need to get a project done a week ago and getting frustrated, but hopefully they will be able to figure it out.

The program works fine for muvee upto around 10 mins duration.If the movie to be editied is over 20 minutes the program keeps crashing with random errors.Unable to understand why this is happening

YihYeong, did you see the support ticket number I got? You said you would call and get it put on high prioirty for me.

hi since i have downloaded muvee reveal i have had nothing but problems. It is slower than muvee auto 5 and keeps shutting down on me! i keep recieving the message "encounted a problem"' which seems to happen at just about any old time, haf way through saving etc. it is an exact copy of the old version and it is rather annoying so annoying i feel like delting the whole program. i sympathise with you concerning the problems you and everyone else seems to be having. im sur they make these programs just to drive us crazey.
theresa dempsey

I'm seeing exactly the same things as the other posters to this thread. I was an avid user of autoProducer 6 and (stupidly?) upgraded to Reveal as soon as it came out. I too have found that short muvees (< 10 minutes) usually work without difficulty. But longer ones, especially with video embedded, give me nothing but grief. Sometimes it will crash during muvee making. Other times it makes the muvee fine, but hangs or crashes during saving. I get lots of "muvee Reveal has encountered a problem....". Lately I've been getting nothing but "Failure making muvee. Internal error." I realize how ambitious this program is, and it really is much more advance than autoProducer. But it's looking more and more like it was rushed out without adequate testing. Too bad--it's going to destroy the good reputation that autoProducer gave them. (autoProducer never crashed on me, but its MPEG2 output is decidedly inferior to Reveal's)

I've filed three bug reports already. The first one, 3 weeks ago, still has not been unanswered. (ticket ETP-17351-435)

Thanks for the quick reply, YihYeong. It's good to hear from a live person at muvee. I checked my Gmail (both Inbox and Spam folders) and I do not see any reply from muvee for ticket #ETP-17351-435. This is strange, because I always get your automated reply quickly. While you're at it, can you also expedite tickets ENS-37586-121 and JJY-22787-449? These errors are preventing me from completing a project that I've spent hours trying to get working!

For muvee reveal
May re'use pictures if music is not finish.
music will continue and re'use pictures Thank You
Jeannette Hebert

created a movie in Muvee 6 initially, however, I prefer the styles in Muvee Reveal ...so I downloaded the free trial. Then I opened the Muvee 6 file in Muvee Reveal. I chose the style I liked in Muvee Reveal and tweaked the pics. Then I proceeded to burn the movie to dvd. Muvee Reveal allowed me to burn the dvd, the end results read "burned to dvd successfully". Everything worked until I put it in my dvd and it then my dvd player said "can't play" the dvd. My dvd player is fine though because I just burned another dvd with Muvee 6 and it worked fine. I am doing something wrong with Muvee Reveal but I do not know what it is??? Before burning to dvd, I did choose the right option "dvd" .....I am confused???????

I purchased the full muvee autoproducer 6.1 in august, that came with my hp/Vista computer. But, after many hours of work the program will not save my movie! It continues to freeze and crash every time I try to save the video. Then I purchased trail vesrion of Muvee reveal and after after some hours, it not save my movie, with the same message : "Muvee ... has encountered a problem and needs to close" .
So, what can I do ? I don't want any complicate solution, I'm just a customer, not a specialist in technological field . On http://getsatisfaction.com/muvee , nobody speaks about the problem of compatibility with Vista. You can see an example at http://fr.youtube.com/watch?v=IymHwDt...
It is exactly what passe with my HP Vista (which however recommends Muvee). What can I do ?

Cleo, I too had trouble burning a dvd that would play on my dvd player(and my DVD player plays about every format know to mankind). I was trying to used the advanced setting in "Share Muvee" and I saved to MPEG, AVI and WMA and I would keep getting the same error message on my TV as you did. Finally just used there burn DVD setting in "Share Muvee" which just saves in NTSC format. This format is makes your project even larger then it is to burn the DVD but it did work and I was able to play on my DVD player.

Thanks RoadRunner.

I have been using the "Share Muvee" option ....I am thinking now that my DVD player "Sony, S-Master, DAV-FC7" does not play back MPEG-2 DVD files? I don;t know what to do?

Cleo,

When you go to Share Muvee, just use the Burn DVD format, which is just NTSC format... it works great.

I did that, and it is burning successfully ......however, when I put the dvd in the player .....that is when I am encountering problems. I am using the Muvee Reveal "trial" version. Could it be that the trial version is not allowing me to burn to dvd?

Shouldn't be that, I was able to burn with trial version. Try using the advanced settings and burn one with mpeg2 and see if that plays. This Muvee Reveal seems to work differently with each person and their computer. I am seeing that it is a really big CPU hog when it runs. I believe I am going to have to get another PC if I plan on doing more Muvee's. Something much more powerfull then I have now. Good Luck.

I'm having the same problems as other poster with the error that it encountered a problem and needs to shut down. I tried the trial versions of autoproducer 5 and 6, now reveal. I cannot save an AVI file past 50%...just stops and then needs to shut down. On top of this mess, I cannot delete by the uninstall under control panel autoproducer 6 from my computer...does the same thing...says encountered a problem and needs to shutdown. I'm sure there is a corrupt file but since they are trial versions I don't have a cd to try to reinstall and then uninstall them. It's driving me mad and I don't want to damage my computer further. Can anyone help on how to get the trial version of autoproducer 6 out of the computer. It's driving me mad. Thanks. I have XP OS and I am very technically challenged so talk to me like I'm starting from scratch.

Other helpful hints:

If one is using Adobe to edit, make ABSOLUTELY SURE you do all your editing prior to bringing anything into Muvee.

Also, have all your photos in one place on your drive (either external or internal) PRIOR to bringing anything into Muvee.

Once you do bring files into Muvee, Muvee creates Zip files from those original files. So don't alter the original files except inside Muvee. Have any editing accomplished prior to bringing them into the program.

In other words, don't change a file name in any way once you begin making your movie with Muvee or Muvee cannot find the file.

I have been trying to get problems resolved for months they send you fixes that work temporarily but they do not last for long
I would advise people not to buy this program Though i do love it when it works ...Key word when it workssssss

When I discovered Reveal, I thought it looked like a great solution for easy integration with a video streaming site and it also seemed simpler for me to train non-technical people (putting together clips from athletic training sessions).

However, Reveal consistently crashes. Haven't been able to get to completion on even a very simple product. Get messages such as:

The instruction at "0x77502b3a" referred to memory at "0x00000001" could not be "read"

I'm thinking I can try uninstalling and making a clean install, but I have no reason to think this will actually result in a positive outcome.

Has anyone been able to get Reveal working consistently enough to be worth trying? Or should I just give up on it?

After slogging through Reveal, I've discovered some survival tips that might help you keep your sanity:

- Constantly check muvee's Self Serve for newer versions. Click on the "download" link for Reveal and then see if the EXE that it's about to download is newer than the one you already have installed. Do not believe the "you already have the latest version" message. I've found that it's not accurate. Do not use the "check for updates" within Reveal. Unless they've fixed it, this never finds newer versions.

- When adding new videos to a Reveal project--or when simply opening an existing project--WAIT SEVERAL MINUTES BEFORE DOING ANYTHING. Reveal seems to do a lot of "behind the scenes" processing of videos and it will throw a tantrum (i.e., crash) if you try to do things like make a muvee, share a muvee, etc., too soon. This one trick alone has saved me from the "muvee Reveal has encountered an error..." many times.

- Always remember to do a "make muvee" before attempting to share, save as MPG, etc. If you do not want to watch the whole muvee, you can stop if after it has processed and is in the playing stage. Then you can safely share.

- If crashes occur during the making stage, previewing every video clip ahead of time may help.

- "memory cannot be read" errors plague many applications, not just Reveal. This *could* be a sign that your video driver needs updating, or that there are registry errors.

I hope these tips will save you from pulling your hair out. Like many, I was on the verge of giving up on Reveal (I even paid for an upgrade to Ulead VideoStudio X2, my previous standby). But like a precocious but temperamental child, Reveal can amaze you with its breathtaking results--especially in Blu-Ray format. When you make a successful muvee, everything seems worthwhile in the end. I will post these tips to muvee's forums too.

Centauri27,

Thanks for the tips! It's interesting that you say to always make the muvee before saving because I was only able to get a muvee finished and saved by never previewing it.

I do need to look into the drivers. It's not my machine and so I didn't really think about it after the installer approved of them, but there's a good chance he hasn't updated his drivers. Friend's machine, but I'm the one who's semi-tortured by the determination to figure this out.

Are you able to regularly get muvees made and saved completely? I'm nervous about recommending that he buy the software if it is not going to work any better than the download, but he needs to buy it to able to use the self support to update the version. Currently, it's build 2014 which is what's up for the download. If it is going to work, it is more than worth the cost, but if it's essentially going to be unusable, just can't see that I can justify telling him to buy it.

Hopefully we can get some sort of official answer about some of these ideas, particularly the waiting several minutes following adding videos to a project before doing anything else. If it is true, might be nice if they could put in some sort of indicator to let us know when it was safe to move on. I hate adding another substantial wait to the process (pulling off hte camera, analyzing media, and saving are the big ones currently that I can think of), but if it keeps it from crashing then it would be justified.

Thanks again!

Hi Elizabeth.

Yes, it would be nice if Reveal could put up some sort of "wait" indicator. I'm not sure if the wait is intentional or just a side effect. Reveal seems to parse all the files for information (even ahead of the "make" step),especially so for videos. I agree that all this does add time to the process, but I think of it this way: once the wait is out of the way, Reveal will save you *tons* of time producing results that might take you hours--if not days--to replicate using a conventional video editing program.

Reveal seems to be stuck on build 2014 for some time now. It seems fairly stable, and I was even able to produce a couple of AVCHD files that look fantastic on my plasma TV.

One more tip I forgot to mention: if Reveal crashes on you, just start it right back up and try again (this time really wait). I've found that crashed productions would compile fine if you tried it again immediately--but with patient waiting between each step. I use to reboot my machine just to be sure, but that doesn't seem to make a difference.

Be sure to visit the new muvee community for more tips: http://community.muvee.com

Carl

Centuari27

Yes you are right when it works it is a fantastic program i went ahead and paid 150 bucks for adobes photoshop elements 7 premiere as a back up since muvee doesn't work half the time but i still like muvee better its easier and more professional looking when it works key word works , but I am surprised HP is still loading it on their computers with the problems that it has

I downloaded the trial to see if I would buy the software or not. I spent countless hours on a presentation and when I went to save it, it kept freezing when it was going to burn onto a dvd 43%. I tried a new DVD, I tried to restart my computer, etc. It still kept freezing. Finally, I opened up the file again and all of my pictures were gone, all 60 of them and all of the editing work that I did. All that remained were the voice files. My computer is brand new so it had nothing to do with my pc. I put in a ticket a few moments ago, but my presentation is tomorrow and when the program gets back to me in three business days or less, it will be way too late.

Reading all of these problems people have been having... it really shouldn't be so hard to use the program. I'm definitely not going to purchase it.