patrick's Profile

Recent activity

Subscribe to this feed

patrick replied on November 24, 2009 08:21 to the question "Muvee Reveal Gets Stuck During Saving/Burning." in muvee:

Hi Rob Gross & crj1908,

May I know if you are using music files which are purchased from an online store, like iTunes? Most of the online purchased music files are DRM-protected. Currently, muvee programs only work with music files which are not DRM-protected.(Digital Rights Management)

Also, we kindly ask you to follow the steps on the thread below(please refer to the third section) and please send me all the files under C:\muveeDebug.

http://community.muvee.com/viewtopic....

Please send your log files : patrick at muvee dot com

Do you think this answers the question? Mark it as answered
patrick replied on August 26, 2009 05:53 to the question "My muvee reveal program seems slow. Please help" in muvee:

Hi Sophie Gallie,

I understand that you are having problems using our software. I can imagine how inconvenient this must have been for you. To help you with your issue, kindly provide us the following information:

1) On what stage did the crash occurred: Is it when loading your media files? During preview? Saving or Burning?
2) May I know the extension file name of the videos/music/photos that you are trying to load?
3) Number of videos/music/photos?
4) Can you please take a snapshot whenever the application crashes or freezes.
(http://www.wikihow.com/Take-a-Screens...)
5) Can you please run dxdiag on your system, save it and send me the DxDiag.txt file. To run dxdiag, click Start -> Click Run -> type 'dxdiag' -> then click 'Save all Information' , save it to your Desktop and send it to patrick at muvee dot com

Do you think this answers the question? Mark it as answered
patrick replied on July 08, 2009 04:46 to the problem "Reveal muvee inverts video clips from Vado HD" in muvee:

I've attached a debug tool which will generate a log file to help us in our further investigation. Need your co-operation to perform the below:

** please ensure reveal is close before proceeding with the below steps **

Test 1
1) Download the file muvee.zip from the link below.
ftp://muveeUserMedia:UM12oPLkadtunb9@ftp.muvee.com/muveeDebug.zip
2) Unzip the muvee.zip file on your desktop (you will see muvee.bat file after unzip)
3) After unzippping the file, double click on muvee.bat to launch it(this operation takes around 30seconds to 50seconds)
4) This will automatically create the folder C:\muveeDebug ( and will collect some of your system configuration information into the file)

Test 2
1) Launch muveeReveal again
2) Make muvee using your own media
3) Save it into any format
4) Please take the snapshot of the application showing the inverted video (http://www.wikihow.com/Take-a-Screens...)
5) Then please send me all the files under C:\muveeDebug. ( better way is to create the zip file of complete folder and send me zip file) and snapshot.

Please send me the log files : patrick at muvee dot com

Do you think this solves the problem? Mark it as solved
patrick replied on July 08, 2009 04:32 to the problem "Reveal muvee inverts video clips from Vado HD" in muvee:

Can you please check if you are using the latest build[2128]?

Do you think this solves the problem? Mark it as solved
patrick replied on July 08, 2009 03:51 to the problem "Reveal muvee inverts video clips from Vado HD" in muvee:

Hi Joel,

Can you please check whether you are using the latest build[2128]. From muvee Reveal main screen, click 'Help' -> 'about muvee Reveal'). This issue has been resolved in our latest release.

Do you think this solves the problem? Mark it as solved
patrick replied on July 08, 2009 03:31 to the problem "Reveal muvee inverts video clips from Vado HD" in muvee:

I have attached a patch with a fix for this issue. May I request you to try it out and tell us whether your projects work again?

To install the patch -

1) Download the patch from the link below:
ftp://muveeUserMedia:UM12oPLkadtunb9@ftp.muvee.com/common.zip

2) Unzip the attached "common.zip" file anywhere.
3) Right click on the common.bat and choose "Run as administrator"
3) Then try making your muvees again.

Do you think this solves the problem? Mark it as solved
patrick replied on July 08, 2009 02:24 to the problem "Reveal muvee inverts video clips from Vado HD" in muvee:

If you want to download the latest build, please visit muvee at http://www.muvee.com/en/products/reveal

Do you think this solves the problem? Mark it as solved
patrick replied on July 03, 2009 10:11 to the question "no change" in muvee:

Hi K donnelly,

Sorry for the delay. We are trying our best to simplify those steps in generating the log files. We are going to email you the steps.

Thank you for your patience.

Do you think this answers the question? Mark it as answered
patrick replied on July 02, 2009 10:19 to the question "Muvee Reveal just hangs when analyzing media. Help!" in muvee:

Hi Kerri,

I understand that you are having problems using our software. To help you with your issue, kindly provide us the following information:

1) May I know the extension file name of the videos/music/photos that you are trying to load?
2) Number of videos/music/photos?
3) Can you follow the steps below and let me know the results:
a) Launch muvee Reveal
b) Make a new muvee this time using only muvee sample media files located at "C:\Program Files\muvee Technologies\muvee Reveal\Samples"
c) Press "Make muvee"
d) Save it into any format
e) Please take the snapshot of the application when it crash or hang (http://www.wikihow.com/Take-a-Screens...)

4) Can you please run dxdiag on your system, save it and send me the DxDiag.txt file. To run dxdiag, click Start -> Click Run -> type 'dxdiag' -> then click 'Save all Information' and save it to your Desktop.

Please email me the dxdiag.txt : patrick at muvee dot com

Do you think this answers the question? Mark it as answered
patrick replied on June 30, 2009 07:15 to the question "One too many crashes....." in muvee:

Hi Paul,

I understand that you are having problems using our software and I would like to work with you to resolve the problem. Can you please provide us the following information:

1) May I know what is the muvee Reveal version, build label and build number? (from muvee Reveal main screen, click 'Help' -> 'about muvee Reveal')
2) May I know the extension file name of the videos/music/photos that you are trying to load?
3) Number of videos/music/photos?
4) ) Can you follow the steps below and let me know the results:
a) Launch muvee Reveal
b) Make a new muvee this time using only muvee sample media files located at "C:\Program Files\muvee Technologies\muvee Reveal\Samples"
c) Save it into any format
d) Please take the snapshot of the application when it crash or hang (http://www.wikihow.com/Take-a-Screens...)
5) Can you please run dxdiag on your system, save it and send me the DxDiag.txt file. To run dxdiag, click Start -> Click Run -> type 'dxdiag' -> then click 'Save all Information' and save it to your Desktop.

Please send me the DxDiag.txt file and the snapshots : patrick at muvee dot com / support at muvee dot com.

Do you think this answers the question? Mark it as answered
patrick replied on June 30, 2009 02:36 to the problem "Reveal muvee inverts video clips from Vado HD" in muvee:

Hi Rob Krieg,

We have released the latest build [2128] of muvee Reveal that contains many fixes related to saving,burning issues,saved muvees playing upside down problem, etc. Could you please try to reinstall the program and make your muvees again.

Do you think this solves the problem? Mark it as solved
patrick replied on June 29, 2009 07:22 to the question "reply to karr" in muvee:

Hi k donnelly,

I'm sorry you are having such a hard time using muvee Reveal. We have released the latest build [2128] of muvee Reveal few days ago that contains many fixes. Could you please try to reinstall the program and make your muvees again.

If you still encounter the same problem, kindly check your email and please follow the instructions that Sohrab sent you.

We apologize for any inconvenience this may cause and thank you for your patience.

Do you think this answers the question? Mark it as answered
patrick replied on June 22, 2009 06:52 to the problem "After I make the muvee, the audio does not match the video, why?" in muvee:

Please check whether you have made the changes below:

Do you think this solves the problem? Mark it as solved
patrick replied on June 16, 2009 10:30 to the question "Problems with my muvee ap6. HELP!!!" in muvee:

May we ask to send us a sample file for testing?

Here are the steps to upload your media files:

a) Open Windows Explorer (Start->Programs->Accessories->Windows Explorer).
b) Copy the URL below and paste it at the address bar of the Windows Explorer:
ftp://muveeUserMedia:UM12oPLkadtunb9@ftp.muvee.com/GS-Vicki
c) Copy and paste your media files inside.

Do you think this answers the question? Mark it as answered
patrick replied on June 08, 2009 10:12 to the problem "Inverted video" in muvee:

Hi Sheila,

1) May I know the extension file name of the video/s that you are trying to load? May we ask to send us a sample file for testing?

Here are the steps to upload your media files:

a) Open Windows Explorer (Start->Programs->Accessories->Windows Explorer).
b) Copy the URL below and paste it at the address bar of the Windows Explorer: ftp://muveeUserMedia:UM12oPLkadtunb9@ftp.muvee.com/GS-Sheila
c) Copy and paste your media files inside.

2) When the playback is inverted, is it the playback of the video source, or the playback of the muvee, or both?

3) Could you please generate the codecsList.txt as per steps given below

a) Download the file codecPrinter_ToDesktop.zip from the link below:
ftp://muveeUserMedia:UM12oPLkadtunb9@ftp.muvee.com/codecPrinter_ToDesktop.zip
b) Unzip and run codecPrinter_ToDesktop.exe ( this will take around 10-20 sec ) and will generate the codecsList.txt
c) Please email me the codecsList.txt : patrick at muvee dot com

Do you think this solves the problem? Mark it as solved
patrick replied on June 04, 2009 04:03 to the question "Problems with my muvee ap6. HELP!!!" in muvee:

Glad to hear that everything works fine now!

Enjoy your muvee making! Feel free to write in to us if you run into more problems!

Do you think this answers the question? Mark it as answered
patrick replied on June 03, 2009 14:07 to the question "Problems with my muvee ap6. HELP!!!" in muvee:

Hi Vicki,

Based on the codecsList that you have sent, I found out that 'FFDshow.ax' file is in your system. Kindly rename it to something like 'FFDshow.old' and try making/saving your muvee again. Search for the file, right click on it then choose rename and change it to FFDshow.old. Please let me know as soon as possible if you are unable to make your muvee this time.

Do you think this answers the question? Mark it as answered
patrick replied on May 25, 2009 09:42 to the problem "Reveal taking ages "making muvee"" in muvee:

I'm sorry to hear that you are having problems using our software and I would like to work with you to resolve the problem.

I've attached a debug tool which will generate a log file to help us in our further investigation. Need your co-operation to perform the steps below:

** please ensure reveal is close before proceeding with the below steps **

- Download the muvee.zip from the link below

ftp://muveeUserMedia:UM12oPLkadtunb9@ftp.muvee.com/muvee/muvee.zip

- Unzip the muvee.zip file on your desktop (you will see muvee.bat file after unzip)

- After unzippping the file, double click on muvee.bat to launch it(this operation takes around 30seconds to 50seconds)

- This will automatically create the folder C:\muveeDebug ( and will collect some of your system configuration information into the file)

- Launch muveeReveal and make muvee using your own media

-Please take the snapshot of the application when it crash or hang (http://www.wikihow.com/Take-a-Screens...)

- Then please send me all the files under C:\muveeDebug. ( better way is to create the zip file of complete folder and send me zip file) and snapshot. Please send me the log files at patrick at muvee dot com

Do you think this solves the problem? Mark it as solved
patrick replied on May 25, 2009 07:42 to the problem "Reveal taking ages "making muvee"" in muvee:

Hi Msavigear,

Based on the dxdiag file that you have sent, your graphics card driver is quite outdated and needs to be updated. Kindly click the link below to update your graphics card and try to reinstall muvee Reveal again.

http://www.nvidia.com/object/geforce_...

Do you think this solves the problem? Mark it as solved
patrick replied on May 25, 2009 04:51 to the problem "Reveal taking ages "making muvee"" in muvee:

Hi Msavigear,

Can you please check whether your graphics card driver is updated? Please do a driver update via windows. Kindly follow the steps below.

a) Right click "My Computer" and choose "Manage";
b) In System Tools-> Device Manager, double click on your "Display adapters";
c) Click Driver tab;
d) Click Update Driver;
e) Select "Search automatically for updates..." and Next.
f) Launch muvee Reveal, try to make you muvees again using your own media files.

Also, can you please run dxdiag on your system, save it and send me the DxDiag.txt file. To run dxdiag, click Start -> Click Run -> type 'dxdiag' -> then click 'Save all Information' and save it to your Desktop. Please send me the file at patrick at muvee dot com

Do you think this solves the problem? Mark it as solved

patrick's dashboard

I'm an employee of:

About me

Recent activity