nero video cannot insert mov video

I am trying to editing video to burn onto a disc. Details of the movie are included. Other files work in nero 14 platinum, but these files will not "insert" into nero video or any other part of the software. Any help would be appreciated as I have gotten no help from support at all. I sent them all the info they asked for and have not received anything back with respect to any resolution of my problem. That was 20 days ago. This is very disappointing and frustrating.

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  • Have you checked your e-mail spam folder? Sometimes, their responses go there. I'm assuming you don't have the spam detector to automatically delete spam.

    Download and install the QuickTime Player. Does that help with the import operation?
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  • I don't have a spam folder. I have updated and installed quicktime , updated all my drivers and done the GetSupportFiles.zip app they told me to download. The file was too big to send by email, so I shared the info with them from the getsupportfiles.zip app in icloud. The support team has not responded to that sharing email or any of the other recent emails I have sent. I just sent another one yesterday, and no informative reply, just a read email receipt in german. Thank you for your quick reply.
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  • I have a feeling the problem is that there is no codec installed for the Prores video. I could be wrong.

    I don't know where you live. There is a chat line for European customers. If you go to nero.com, support, Contact and Change the country to Germany, you should be able to see and use it. Note that it's on GMT+5. I have the actual link somewhere but can't find at this time.
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  • I live in the US. I tried of change the country. I don't have that option. I also have searched for the codec. I found a couple, but I am hesitant to download them. I don't know how reputable the sites are. Thanks for your help tho. I appreciate your input.
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  • Wither 1 thanks for the chat link. It is 7:22 cst for me right now, and the chat line should be on according greenwichmeantime.com, but it says chat is offline. I must be doing something wrong. I will keep on trying though, I am bound and determined to fix this issue. Thanks again.
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  • Hi Karen, when you say it will not import into any other part of Nero ... does that include Nero Recode?

    Just wondering - if it works into Recode, you may be able to convert it into - say a .mkv file - and see if that imports OK into Nero Video.

    p.s. Did I see that your file is 12 GB? That seems quite large for 20 mins of video.

    Have you tried any smaller .mov files to see if they import?
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  • Hi Lucky_Phil1, I have tried Nero recode. No success there either. Good idea about the size of the file, but a smaller file will not insert either. Yes, these mov files are raw prores video that have been transferred from 8 mm silent movies. My Dad's old movies, taken 70 years ago. I had the transfer done by a professional company and it was quite expensive. Now I want to edit them and maybe put some audio on, too. Thank you so much for your input, I really appreciate your help.
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  • Sorry to hear that Recode does not work either.
    I hope that Tech Support can come up with an answer for you.
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  • Tech support has stopped communicating with me. I have tried repeatedly to contact them but I think they have me blocked. I don't even get a read receipt anymore. I think it has to do with the prores codec, but I am unsure as to which one to download. I am determined to solve this issue. Thanks again.
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  • I don't think you're blocked by Nero. I don't know if your e-mail has spam controls but I'm suspecting it does and it's deleting tech support responses. Isn't there a way for you to adjust the controls so that spam isn't automatically deleted?

    Omega Tester posted the link that I couldn't find but it goes directly to the chat. I just tried it at 11:00 AM EST and it's closed. Just have to keep trying.

    There are all kinds of programs for converting ProRes to another format on a MAC. This one, although not free, purports to do that in Windows:

    http://m.movavi.com/videoconverter

    The company that created the files should easily be able to convert them to a Windows supported format such as mpeg-4.
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  • Hey Wither 1, ok they aren't corresponding with me anymore, at all. Usually I get a read receipt immediately upon sending an email, but I don't anymore, not at all. They don't bother to reply to my emails. I don't have a spam folder, I read all my emails. In my opinion, they are blowing me off. I bought this software because customer support said it supported mov files. These are mov files. Thanks again for your input.
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  • karen,

    You could try writing to Customer Service about the lack of response to your Tech Support emails. Note that there are Nero employees here in the forum that are ignoring you also!

    Customer Service
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  • Oh really, so you aren't an employee. So how do you get an employee's attention? Oh my, if only companies would stand by their products. I realize there are a lot of factors with software and computers. So am I to think my issue is unresolvable? Or is it too hard for them to deal with? Or do they just not care about their "valued customers". Or maybe, it's all of the above. If they would tell me that it can't be fixed I would stop trying to resolve the issue and move on. HEY EMPLOYEES, I'M A GOOD PERSON TRYING TO FIX A PROBLEM WITH NERO SOFTWARE. IF YOU'RE NOT AFRAID OF A CHALLENGE, HELP ME FIX THIS ISSUE.
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  • First- not all .mov files are equal. There's another thread on another type of .mov that won't import but I didn't look for it.

    I would try what Omega Tester suggested. Nero tech support doesn't blow people off. I suppose they might if a person sent them nothing but flames. Also, the replies that you initially get when you send an e-mail, are automatic. I think there might be something messed up with the system because I don't get automated responses when I send e-mails to techsupport@nero.com. Up until a few months ago, I always got automated responses.
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  • Ok, so all mov files are not equal. If there are so many different kinds of mov files why not list the mov files this software is capable of inserting into nero vision?
    At first I got read receipts immediately upon sending an email. Now I get nothing. I don't think I have been sending flames in the least bit. I have been working on this problem for 3 weeks. Tech support has not responded to my recent emails. If you call begging for help on this forum "flames" you have my sincere apologies Wither 1. I just want to solve this issue and edit my movies.
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  • Note that I didn't say that "you" are sending flames. I didn't think you were.

    I understand you completely. My first trip into the forum was as an ordinary person wanting to get my problem solved. I'm still an ordinary person. :)

    The best us volunteers can do is try to steer you in the right direction for getting tech support's attention.

    I'm really surprised that your e-mail system doesn't have spam controls. You must get a lot of junk mail.
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  • May I ask if you are a nero employee? I don't share my email with a lot of sites. I would like to thank you for your help on this issue, however I don't think it is an issue that can be solved. Live and learn. I know what questions to ask when I buy my next editing software. I wanted to use nero because I have used it in the past, I was familiar with it and was a huge fan. The issue to me is customer service. And in my opinion nero has totally failed me. All they would've had to say was that the software doesn't recognize a prores mov file. End of discussion. I would not have be happy, but then again, I wouldn't have wasted 3 weeks trying to resolve the issue. After doing a search on reviews of this software, I have come to realize there are a lot of problems like mine. So I will move on and try to find software that will fill my needs. Thanks again.
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  • Just an update. My review of your product helped someone decide whether to buy it or not. I wonder what I said that helped them decide?
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  • I'm not a Nero employee (as indicated by the use of the word "volunteers"). I've been in the forum on a daily basis for almost 6 years.

    One of the issues with ProRes is that it's a somewhat propietary codec not intended to be a general use compression algorithm. It's a "intermediate" codec that's used by people like the Apple folks to do editing before creating a final file which may not be ProRes. In all likelihood, it would end up being a .mov (which is a variant on .mpeg-4) or .mp4 which is Apple's version of mpeg-4 and Nero supports both. I have no idea why the folks you hired to convert the film to digital chose ProRes and why they chose to output the file as ProRes. I'm not familiar with the software that is out there to capture raw photographic film in digital format.

    Why shouldn't people buy Nero? Just because a few people have a problem with a specific codec, among the thousands of codecs, that doesn't mean that Nero is useless. It's has served peoples needs for almost 20 years (it wasn't called Nero until around 2005).
    The folks at Nero have constantly had to change the product to accomodate new codecs.
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  • 1
    I thank you for your volunteer service. As I have said more than once, my problem with nero isn't with the software, it's with the customer service or lack thereof, which seems to be a systemic problem. Ignoring a valued customers problem isn't acceptable to me as a consumer. Customer service is huge because of all the complexities involved with software of this kind. Quicktime opened these mov files, windows media player opened these mov files, vlc opened these mov files but nero couldn't. I have just downloaded a trial version of a competitor and it inserts the file with no problem. I can edit with no problem. So there you have it. If I am one of the few people that bought this software with the intention of editing mov files and can not edit them, I think I have the right to inform potential buyers of that fact. Especially when tech support avoids telling the consumer the truth, for example, nero cannot read prores mov files. Very simple statement of fact.
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  • Playback is one thing but decompressing the files with the required codec so that they can be edited is another.

    I understand your frustration with not getting responses from tech support. I still think it's a some kind of technical issue in the means of communication. We've given you two alternative methods for getting attention to the communication problem. Please pursue them. The chat method is best tried on Monday.

    If you try them and don't get results, let me know and I'll try my best to go to bat for you.
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  • 1
    Wither 1 you are true to nero and I can appreciate that. I was in an area today that blocked me from chat, so I was unable to connect. I will try the chat on Monday. I have tried to call the number provided, but I was asked for my credit card number before I even talked to a real live person. That's not the way I do business. I will inform you on Monday if my chat session is successful. Thanks again for keeping me on track. Have a nice weekend.
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  • Don't pay for support. There's the free chat and the free e-mail to Customer Service. If that fails, I'll do what I can to get this straightened out.
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  • I finally got an email from tech support. They have admitted that nero is deficient and cannot read mov files. I used a trial version of Corel over the weekend to edit and it worked, used Windows movie maker to edit and it worked, so why can't nero fix this issue?
    • Well, I suppose they will be modifying the System Requirements?

      Supported Video Formats and Codecs

      • Advanced Streaming Format (ASF)
      • Audio Video Interleave (AVI, NVAVI)
      • Digital Video (DV, DVSD)
      • QuickTime® Movie (MOV)
      • DVD Video Object (VOB)
      • MPEG Video (MPG, MPEG, MPE, M1V, M2P, M2V, MOD, MP2V)
      • MPEG-2 Transport Stream Files (M2TS, M2T, MTS, TS, TOD, TRP)
      • MPEG-4 Video (MP4, DIVX)
      • MPEG-4 AVC/H264
      • Windows MediaTM Video (WMV)
      • Flash Video (FLV)
      • Matroska Video (MKV)
      • Microsoft Vista TV Recording (DVR-MS)
      • Video CD Movie (DAT)
      • AVC Blu-ray Disc Video Format (BSF)
      • Third Generation Partnership Project Movie (3GP)
      • DVD Movie Info (IFO)
      • Motion JPEG Video (MJPEG)
      • MicroMV Video (MMV)
      • Windows 7 Media Center TV Format (WTV)
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  • I would like to see a copy of that e-mail. People have been burning .mov in Nero for a long time.
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  • I have been doing some research on mov files and have learned that ProRes is a line of intermediate codecs, which means they are intended for use during video editing, and not for practical end-user viewing. The benefit of an intermediate codec is that it retains higher quality than end-user codecs while still requiring much less expensive disk systems compared to uncompressed video. So if prores is used for editing, wouldn't you think editing software would support this mov file?
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  • From my post 3 days ago-

    "One of the issues with ProRes is that it's a somewhat propietary codec not intended to be a general use compression algorithm. It's a "intermediate" codec that's used by people like the Apple folks to do editing before creating a final file which may not be ProRes. In all likelihood, it would end up being a .mov (which is a variant on .mpeg-4) or .mp4 which is Apple's version of mpeg-4 and Nero supports both. I have no idea why the folks you hired to convert the film to digital chose ProRes and why they chose to output the file as ProRes. I'm not familiar with the software that is out there to capture raw photographic film in digital format."

    For $20, you can get the conversion software I mentioned several moons ago.
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  • Hey Wither 1, I probably missed that part of the conversation. Quite frankly, I don't believe I should have to pay any more money for something I should have gotten in the first place. Sounds to me like nero is just to cheap to get the permissions to use the codec i need. If I spend any more money it won't be to use nero, it will be to buy something that I know works.
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  • If you want Nero to pay to get permission for every proprietary codec out there, the cost of the product would soar. The price already includes the licensing fees for mpeg-4, .mts and .m2ts which are used by a lot of people. The Cyberlink equivalent to Nero Platinum costs around twice as much but I don't know if it includes the ProRes codecs for editing.

    You said you spent a lot of money to get your files. I don't think $20 is much for converting them to a format which all the common Windows editing software can handle. Just read the documentation carefully before buying it since I didn't do an indepth review.
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  • If the mov files play in quicktime shouldn't they play in nero?
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  • From Wiki-

    On 28 August 2008, Apple introduced a free ProRes QuickTime Decoder for both Mac and Windows that allows playback of ProRes files through QuickTime.

    That's my last post on this.
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  • Curious

    I was hoping that karen would make a short .mov video available, but went ahead and found a couple of them that use the prores codec here. They were:

    ProRes 422 145 Mb/s 10-bit 29.97: prores422_29.97.mov (520.2 MB)
    and
    ProRes 422 Proxy 36 Mb/s 8-bit 29.97: prores422 proxy 29.97.mov (171.1 MB)

    These videos are playable in QuickTime player and VLC. They can be imported to and converted by HandBrake. They are not playable or importable in Nero 2014 Video, Recode, or MediaHome. They are not playable by any Windows players I have including Windows Media Player, Movie Maker, Media Center, and Video.

    So, they appear to be somewhat different from those used by karen since she reports being able to play her prores videos in Movie Maker, etc.

    There are other files available at the above web site that have .mov extensions using other codecs. I downloaded ProRes 422 Proxy 36 Mb/s 8-bit 23.98: prores422_proxy_23.98.mov (118.4 MB) and found that it is playable in VLC and can be converted by HandBrake. However, it is not playable in QuickTime or any of the Windows players or Nero apps.

    In any case, it would help to have some changes made to the Nero System Requirements that reflect the actual capabilities of their applications. In other words, a clarification of what it meant by "QuickTime Movie (MOV)".

    'Curious' because it took almost a month for karen to get an answer to this rather simple issue!
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    • I don't think it worked.
    • So I used the drag and drop uploader and got an error message at the end of the upload. Now I am using the other upload choice. I will take 45 to 60 minutes.
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  • karen,

    The link you provided points to a folder called '2014'. There are no files in it. Did you drag/drop your .mov file to the upload dialog of the pogoplug folder?

    After doing that, navigate to the uploaded folder and click on the 'chain link' to get a link to the file.

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