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Possible Solution to Muvee Reveal Crashes.
I have used Muvee products for some time, and the quality of the movies can not be beat, especially when you factor in the time that it would take to create something like this manually. When Reveal came out, I immediately purchased it, but it suffered frequent and random crashes on my system.
After much frustration with Muvee Reveal locking up, I decided to try the software on a clean installation of Windows XP Pro, and here were the steps I followed:
Step 1: I erased my entire hard drive using Kill Disk 4.0 – This gets rid of absolutely everything from the hard drive.
Step 2: Re-Installed Windows XP Pro.
Step 3: Downloaded all patches, fixes, service packs and drivers from the Windows Update site.
Step 4: Loaded Muvee Reveal (notice that I have not loaded my Antivirus software yet).
Step 5: Created a Muvee Reveal video.
At this point, I tried everything I could to make the software crash, to include shuffling the media around while I was playing a preview of the movie. I also moved the Magic Spots around and immediately hit the play preview button without giving the software any time to think about the changes. Lastly, I made changes to the themes in the middle of a preview and then hit the preview button again before it had a chance to catch up, and after about 20 minutes of trying to make the software lock up, I gave up. Muvee Reveal was working great........until......
Step 6: I loaded my Antivirus program (Symantec Endpoint Services), and installed the latest definition files and then re-booted the computer.
Step 7: I tried to use Muvee Reveal again, and the random crashes were back.
Step 8: I disabled the Antivirus (not uninstalled, only disabled the auto-protect), and Muvee Reveal was still locking up frequently at random times.
Step 9: I completely uninstalled my Antivirus program.
Step 10: Tried to make a movie in Muvee Reveal, and again the software worked flawlessly without lockups or crashes.
Step 11: I loaded a different antivirus program (this time I used Symantec Antivirus (Corporate Version 10.1.0.394), and then updated the definition files.
Step 12: I rebooted the machine and started Muvee Reveal, and there were no lock ups or crashes, even when I tried all of the things listed after step 5 above.
If you are having trouble with Muvee Reveal, my recommendation is that you try uninstalling your Antivirus program (you may want to disconnect from the internet while doing this part), re-boot your machine, and then try to use Muvee Reveal. If the software begins to work after that, then your Antivirus software is causing the problems. So far, I know that Symantec Endpoint Services does not work well with Muvee Reveal (and quite a few other programs evidently because a quick google search showed that IT Administrators recommend not using Endpoint Services on server operating systems, etc.), but Symantec Antivirus (Corporate Version 10.1.0.394) seems to work just fine. As for other Antivirus software that causes problems with Muvee Reveal.....that is something that Yih Yeong and the others will be troubleshooting soon.
For those of you who are still suffering problems with Muvee Reveal, I can tell you that the software does work, and it will produce a high quality movie in a very short amount of time. We just need to get to the bottom of why the software is experiencing problems on your machine.
After much frustration with Muvee Reveal locking up, I decided to try the software on a clean installation of Windows XP Pro, and here were the steps I followed:
Step 1: I erased my entire hard drive using Kill Disk 4.0 – This gets rid of absolutely everything from the hard drive.
Step 2: Re-Installed Windows XP Pro.
Step 3: Downloaded all patches, fixes, service packs and drivers from the Windows Update site.
Step 4: Loaded Muvee Reveal (notice that I have not loaded my Antivirus software yet).
Step 5: Created a Muvee Reveal video.
At this point, I tried everything I could to make the software crash, to include shuffling the media around while I was playing a preview of the movie. I also moved the Magic Spots around and immediately hit the play preview button without giving the software any time to think about the changes. Lastly, I made changes to the themes in the middle of a preview and then hit the preview button again before it had a chance to catch up, and after about 20 minutes of trying to make the software lock up, I gave up. Muvee Reveal was working great........until......
Step 6: I loaded my Antivirus program (Symantec Endpoint Services), and installed the latest definition files and then re-booted the computer.
Step 7: I tried to use Muvee Reveal again, and the random crashes were back.
Step 8: I disabled the Antivirus (not uninstalled, only disabled the auto-protect), and Muvee Reveal was still locking up frequently at random times.
Step 9: I completely uninstalled my Antivirus program.
Step 10: Tried to make a movie in Muvee Reveal, and again the software worked flawlessly without lockups or crashes.
Step 11: I loaded a different antivirus program (this time I used Symantec Antivirus (Corporate Version 10.1.0.394), and then updated the definition files.
Step 12: I rebooted the machine and started Muvee Reveal, and there were no lock ups or crashes, even when I tried all of the things listed after step 5 above.
If you are having trouble with Muvee Reveal, my recommendation is that you try uninstalling your Antivirus program (you may want to disconnect from the internet while doing this part), re-boot your machine, and then try to use Muvee Reveal. If the software begins to work after that, then your Antivirus software is causing the problems. So far, I know that Symantec Endpoint Services does not work well with Muvee Reveal (and quite a few other programs evidently because a quick google search showed that IT Administrators recommend not using Endpoint Services on server operating systems, etc.), but Symantec Antivirus (Corporate Version 10.1.0.394) seems to work just fine. As for other Antivirus software that causes problems with Muvee Reveal.....that is something that Yih Yeong and the others will be troubleshooting soon.
For those of you who are still suffering problems with Muvee Reveal, I can tell you that the software does work, and it will produce a high quality movie in a very short amount of time. We just need to get to the bottom of why the software is experiencing problems on your machine.
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Inappropriate?I've spent some ridiculous hrs troubleshooting this product.. but.. I think you've got me beat. Unless you consider I purchased a BRAND NEW computer to run it on.. then had problems... but... I always use an AV product...
Now.... you've got me thinking/wondering. Soooooooooooooo...
Off to uninstall my safety net and see how it all goes!
Thanks for posting this data for us all!
~Rick1 Comment
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Rick,
Let me know if uninstalling your Antivirus software works for you, and as a recommendation, when you get to the point of testing, use the Muvee sample files rather then your own. That will eliminate one of your video files or possibly an audio file as the source of your problem. If you don't get it working, let me know because there are a few other options I am investigating that you can try.
John -
Inappropriate?John.. did two things this afternoon..... probably should have done them separately, but too late now!
1. Saw that an update ( build 2054?) is out, so I took the opportunity to install it...
2. Exited out of my AV ( I use Free AVG on this system). Didn't uninstall it; just terminated it while using Muvee.
For the first time in Months... Muvee Reveal worked flawlessly .. zero issues using magic moments, different option setups, etc. compiled it perfect, etc.
I"m on vacation tomorrow and coming back in a week.... with a lot of pics and HD video, so the 'real' testing will begin then!!! :) Hopefully, nothing but good news when I get back :)
p.s Thanks for all the info! I've been hitting my head against the wall for months!
I’m happy
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Congrats! Have fun on the vacation. Hopefully, this will give Yih and the rest of the tech support folks some relief.
I conducted the antivirus experiments with two versions of Muvee, and they both acted the same way. They locked up with Symantec Endpoint Services, and worked perfectly using Symantec Antivirus (Corporate Version 10.1.0.394). The two versions of Muvee I used were:
muveeReveal_7.0.38.7596_1976 - This is the file that you get when you download the trial version from the Muvee website as of today.
muveeReveal_7.0.39.8123_2014 - This is the version that I downloaded from the self serve screen where all of a customer’s Muvee purchases are listed (also on the Muvee website). This is the newest build available as of the date of this writing.
Both versions experienced the same problems with Endpoint Services, and both version worked perfectly once Endpoint Services was off my system. My guess is that AVG is probably having a negative affect on Muvee as well, regardless of the version of Muvee that you may be using.
John -
Inappropriate?John .. .quick note... I got a different version from the support site.. it's was a 7.0.4xxxxx_2054 I believe...( on my other computer and it's off right now)... newer version I know than the 2014...
They owe you some 'extra's if this is the fix!!!: )
1 person says
this solves the problem
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Inappropriate?latest ..
7.0.40.8982_2056
.. not that it matters really.. just wanted you aware..1 Comment Add a comment
This solves the problem
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Excellent! I will go and get that from the Muvee support site now. By the way, Yih did hook me up with a stylepack for the discovery, but getting Muvee working was reward enough. It is by far the most impressive and most time saving compilation software on the market today. Let me know if you are planning a trip to the Big Easy. You missed Margi Gras already, but there is always next year. Think of the movies you could make with pictures from Mardi Gras. You could become the most famous YouTuber of all time! Ha.
John -
Inappropriate?I logged into the support site and went to the links for my paid downloads ( I'm assuming you're a registered user)... When I clicked to download, the file name also gives away the ver number
Man.. I need some of that love from the folks at Muvee :) I've gone though a lot of pain and hung with them ... :) heheh -
Inappropriate?John.... can't sleep so I cranked up my media system and starting doing some testing.
You've DEFINITELY hit on a major issue.. AV. Turning off AV, it's as if I've got a new system. SCREAMS , low CPU hits ( I've got a quad system), etc. There is no doubt this was causing MAJOR issues... MUVEE flys now .. and almost zero issues!
Secondly.... in one of the other posts C++ errors.... I was able to recreate it by dumping in a few dozen clips , 13 min total of video. I'm 99% sure a couple of those are different .. in that I mean... they are all 640x480, but some were recorded in 'fine' mode, other's in 'standard'. I've keyed on this before causing issues, as well as different types of video files killing it off.
I have found a NEW problem though that has bit me .. and I was able to isolate it a notch more... though not sure what the real problem is.
When going to the PERSONALIZE panel..... if you've got some various video files in there.. it has a tendency to completely LOCK UP the program.
Without Video files, I can literally abuse the system, flipping changes all over the place. But with Video files included ( not many) ... The PERSONALIZE options gets a little more touchy... probably some bad code in there somewhere..
That all being said, I flipped between a dozen styles, changed settings, etc.. with 200+ pics and music.. it wasn't until the Video was a player.. issues began.
One more interesting note. If I didn't have enough music so MUVEE included the videos when I hit play ... all was fine! BUT.. if I added music so it included the movies ( back when I had dozens of clips)... I got slammed' with the "C++ errors"
Muvee folks.. assume you're reading this and hopes this helps in addtion to what John contributed!
~Rick -
Inappropriate?Hey Rick & John, yup we are reading this thread closely. :)
Rick: We are particularly interested in the C++ errors & personalize panel you mentioned. Can you drop me an email : yihyeong AT muvee DOT com ? I will have my technical guys troubleshoot with you.
Btw, R10 is now officially out and the build number is 2056 (you guys are fast!)
I’m happy
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Inappropriate?Yih,
Rick is on the same track that I mentioned to you a while back. There is something in the format of video files and audio files that will allow Muvee to import them, yet when the program actually tries to use the file, it locks up.
One troubleshooting method I am working with is to import the video files into Microsoft Movie Maker first, and if Movie Maker says that it can't use the file, then Muvee will definately not be able to use the file. The difference being, Muvee will still import it without telling you there is a problem, whereas Movie Maker will catch the bad file and not allow you to import it.
Prior to the antivirus discovery, I had isolated a few video and audio files that proved the theory, but I have since deleted them, so I am trying to create new ones. It seems to be most pronounced when trying to use MPEG 2 video files and MP3 audio files.
Too busy to try to work the issue now, but I will try to get to it this weekend and post the results.
If someone wants to do a little investigating on their own, I was using Nero 8 to create MPEG 2 files and some settings (codecs, resolutions, etc.) would work with Muvee, and others would not.
See you all in a few days with an update to the troubleshooting, but let me say this. If you have video and audio files in a format that Muvee Reveal likes, it is hands down the easiest product to use and will save you tremendous amounts of time with very professional results. DON'T GIVE UP ON THE PRODUCT. IT DOES WORK! We just need to isolate what the requirements and boundaries are so that it will work on your system, with your software, etc.
John1 Comment Add a comment
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Hi John, thanks for the updates. Yup, using another application to try the media is one technique to isolate media related issues. Btw, to speed up our application, we don't do extensively/expensive analysis of the content of the media files until we really need to. Therefore, in fringe cases some unsupported media will be flagged only later in the muvee making process.
And thanks for encouraging the users here who has been facing issues. Please don't give up! :D We are trying our best to make Reveal support as much different media formats as we can.
One thing we hope is to have Reveal running with larger variety of media files out there, to surface issues in Reveal. We do have a lot of different media variants to test against, however, it can never cover all the cases/possibilities out there. Do drop us a line if you happen to discover anything interesting.
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