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Help, Nero Video 2015 won't start

When I go to start Nero Video 2015, I get the following pop-up window: "Nero Video has experienced a serious problem and must close immediately. Do you want to save your project before closing?" The program is frozen and I have to close it. Please help! I just did all my Windows updates today, and same result afterward. I have Windows 7.
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  • Hi Matt,
    If it was working previously, perhaps you could "roll back" using a Windows restore point from prior to the problem?

    Another thing to try is to locate the NeroVision.exe file on your computer, right-click on it and select "Run as Administrator".

    It's probably located in your Program Files (x86)\Nero\Nero 2015\Nero Vision
    folder or Program Files\Nero\Nero 2015\Nero Vision
    folder.

    Does that make any difference?
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  • Are you getting that message when you click on Nero Video to start it or are you already in Nero Video? The error asks if you want to save your project, which is strange if you haven't selected anything to start a project. It's almost like another instance is running.
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  • Matt,

    There should be some information about what went wrong in the Windows Application Event Log. That can be found in Control Panel | Administrative Tools | Event Viewer | Windows Logs | Application. There should be an error event for each time you've tried starting Nero Video, followed by an information event similar to this:



    Double-clicking on the entries will display more information that you can post if you wish.

    It may be a good idea to also write to techsupport@nero.com while continuing to post here. If you do that, time can be saved by attaching the output of the Nero Get Support Files utility. It can be downloaded here.

    Edit: My picture has the wrong "information event" line - it is actually above (later than) the error event.
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  • Thank you all so much for your replies!

    Wither 1, I get the message when I click on Nero VIdeo to start it.

    Lucky Phil, I tried opening the folder and right-clicking, then "Run as administrator" as you described. It worked once, and the program opened. But now that's not working either. It just freezes at the Nero start-up screen when I try to run as admin now.

    Omega Tester, I looked in the Event log as you described. Here's what showed up:

    Windows cannot access the file C:\Windows\SysWOW64\d3d9.dll for one of the following reasons: there is a problem with the network connection, the disk that the file is stored on, or the storage drivers installed on this computer; or the disk is missing. Windows closed the program NeroVideo because of this error.

    Program: NeroVideo
    File: C:\Windows\SysWOW64\d3d9.dll

    The error value is listed in the Additional Data section.
    User Action
    1. Open the file again. This situation might be a temporary problem that corrects itself when the program runs again.
    2. If the file still cannot be accessed and
    - It is on the network, your network administrator should verify that there is not a problem with the network and that the server can be contacted.
    - It is on a removable disk, for example, a floppy disk or CD-ROM, verify that the disk is fully inserted into the computer.
    3. Check and repair the file system by running CHKDSK. To run CHKDSK, click Start, click Run, type CMD, and then click OK. At the command prompt, type CHKDSK /F, and then press ENTER.
    4. If the problem persists, restore the file from a backup copy.
    5. Determine whether other files on the same disk can be opened. If not, the disk might be damaged. If it is a hard disk, contact your administrator or computer hardware vendor for further assistance.

    Additional Data
    Error value: C0000185
    Disk type: 3

    Where do I go from here? Any suggestions? Thanks again for your help!

    I tried running the CHKDSK, but it says in the command prompt box:

    "Access denied as you do not have sufficient privileges. You have to invoke this utility running in elevated mode.
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  • Matt,

    Something similar happened to Alain in topic Nero 2014 Platinium suite is dead, won't start recently.

    I'm too sleepy to review it all now, but I had no success there!

    I'll just pose a few random questions:

    Are you able to find the file at C:\Windows\SysWOW64\d3d9.dll ? If not, you may find an answer at this Microsoft page.

    Do you have a stand-alone Nero Video or is it part of the Classic or Platinum suite? If it is included in a suite, will others apps such as Recode start?

    Your operating system?

    Have you written to techsupport@nero.com?
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  • Hi Matt,
    To run the Windows 7 cmd prompt as administrator:

    Click Start, click All Programs, and then click Accessories.
    Right-click Command prompt, and then click Run as administrator.
    If the User Account Control dialog box appears, confirm that the action it displays is what you want, and then click Continue.

    I wonder if running the ccleaner free utility would be of benefit to you also ...

    I've used it for years and find that it is a useful tool.

    You can get the free version from here:

    http://www.piriform.com/ccleaner/down...

    If you download and install it, I suggest clicking on the Registry Tab and selecting Scan for issues:



    Then Fix Selected issues:



    To be able to undo anything if you get further issues (I've never had to undo from ccleaner) .. you can save a file that if you double-click it later will undo the changes.



    Then let it fix all the issues ...



    It may be worth while doing this operation a couple of times to make sure it fixes all errors.

    Also, you can select the Cleaner Tab, Analyze, then Run Cleaner to get rid of some clutter on your drive.

    Doing all the above may help to fix up any errors in your registry.

    If all this, and a re-boot afterwards of your computer does not help ...

    It may be an idea to uninstall the Nero Software via Windows Add/Remove and reinstall it.

    Please make a note of your serial/licence numbers first. !!!!!!

    The serial number/s should be 39 characters long (including the hyphens).

    Normally, you can find your serial number in the Nero ControlCenter - but if you can't fire-up Nero, you could find the serial numbers in the Windows Registry instead...

    Select Run from the menu
    The Run window will open.
    Enter "regedit" in the "Open" text field and click the "OK" button.
    The Registry Editor window will open.
    You will find your serial number via the left side in the navigation tree.

    On 32bit-systems please follow the path:
    HKEY_LOCAL_MACHINE\SOFTWARE\Nero\Shared\NL11

    On 64bit-systems please follow the path:
    HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Nero\Shared\NL11

    Your serial number is displayed next to the "Serial11" entry. It is structured as follows:
    x0xx-xxxx-xxxx-xxxx-xxxx-xxxx-xxxx-xxxx
    Write down your serial number.

    THEN ...

    Depending on what version of Nero software you have ,,,

    You can download the installer again from the Nero website.

    If it is Nero 2015, you can download the Trial version and use your fully paid serial number during the re-installation.

    Or, for other older versions if that is what you have - you can find the download links in the "Previous versions" pages:

    http://www.nero.com/enu/downloads/pre...

    Download whichever one you used to have, then run the installer by right-clicking on it and selecting "Run as Administrator".
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  • Omega Tester, I think you're on to something... I went to the folder you mentioned. The dll files are all set to open with a 'doom builder' software (game). When I switched the default opener to Nero, I can open Nero Video once. After that the problem resumes. But it seems like if I go in and switch the opener again, Nero will open. I'm not sure what should be opening DLL files....? There's nothing showing up in the "open with" box. That might be the problem... I need the correct program set as default to open/run DLL files... Do you know what program needs to be set as this default, and if I should download it (assuming I don't have it)? Thanks again.
    • Matt,

      I know of no "open with" settings for .dll files. Generally, they are loaded and called upon by .exe files. So, your post is a little confusing. The "open with" default should be unchecked as you say it is. I don't understand how you determined that "The dll files are all set to open with a 'doom builder' software (game)."

      The good news is that there is a set of circumstances that allow the program to start. I have no idea why "open once" happens. I can only guess that writing to techsupport@nero.com is in order. If you do, include a reference to the topic.

      Just in case someone else may be able to help, a clear description of the steps you are taking with some screenshots could be useful.

      You might also try a Microsoft forum.

      If I come across anything useful, I will come back.
    • I think I unknowingly set DLL files to open with Doom Builder software a little while ago, while trying to open a file. Not sure how to undo this.

      How do I post a screenshot in this forum? I took a screenshot, but am unsure how to post.

      I emailed the tech support today. Thanks.
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  • Matt,
    If you are feeling brave, you could download the reset .reg file from the link page below for the dll files option. Then run it as described.

    http://www.sevenforums.com/tutorials/...
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  • Matt,

    I totally forgot that I made a little test program for Alain in the other topic. I changed the program, uploaded it, and modified the following (from Alain's topic):

    So, before proceeding, how about another little test that should help? I've added a couple of lines to a sample program from Microsoft that attempts to load D3D9.dll. If you're up for it, it'll take just a minute or two.

    A little test program.

    If you download and unzip the file, you will have an executable program called IsD3D9Avail.exe. Double-click it to run; an empty window will open that has two menu items, File and Help; click on Help, then About. A message should appear saying that D3D9 loaded (or not).


    Another random thought:

    When the program starts once and then fails, etc., does the event log contain the same error?
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  • Matt,

    To upload an image, click "Add Image" just above the "Reply" button,


    Have you tried my little program?
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  • Here's a screenshot, of the properties for a DLL file... they're set to open with a program. Not sure how to change it back to default settings so that they operate properly....

    • Hi Matt,
      Do you have an identical copy of that file located here:
      C:\Windows\WinSxS\x86_microsoft-windows-directx-direct3d9_31bf3856ad364e35_6.3.9600.17415_none_5739cc087c2637bf

      Or, if you search for it in the C:\Windows\WinSxS
      sub-folders?

      You could copy it over the top of the one in C:\Windows\sysWOW64
      although you might have permission problems doing that.

      Did you run ccleaner to see if it could clean up some registry issues for you?

      Did you run CHKDSK /F in elevated mode yet?
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  • Matt,

    Well, I used that "Change" button to assign a program to .dll files. It has no effect on starting Nero. I haven't found a way to get rid of it, but I don't think it's important as long as a DLL file is not double-clicked, etc.

    Have you downloaded and tried the sample program I offered above?
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  • Matt,

    I was reminded of your topic today by activity on topic Nero 2014 Platinium suite is dead, won't start.

    Has there been any progress?
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  • I'm in contact with Nero support, trying to get the problem sorted out...
    • Matt,

      Thanks. Did you ever try my little test program downloadable from here?

      Or, as I said above:

      So, before proceeding, how about another little test that should help? I've added a couple of lines to a sample program from Microsoft that attempts to load D3D9.dll. If you're up for it, it'll take just a minute or two.

      A little test program.

      If you download and unzip the file, you will have an executable program called IsD3D9Avail.exe. Double-click it to run; an empty window will open that has two menu items, File and Help; click on Help, then About. A message should appear saying that D3D9 loaded (or not).
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  • Matt- you did the right thing by contacting tech support. In previous versions, these problems were caused by C++ or .netframework. It got more esoteric with v2015.
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  • If you still have that problem you can solve it in an easy way. U can load d3d9.dll from here http://fix4dll.com/d3d9_dll ( don't worry it's a reliable site) . Then copy it to the Nero folder and reboot computer. It should fix your problem)
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