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Please help us debug DVD burning issues...

PostPosted: Mon Feb 01, 2010 3:02 am
by yihyeong
Hello all! We’re really sorry to hear that some of you are having trouble burning to DVD.

We're determined to solve this problem, but unfortunately we need to ask you for a little help. DVD burning is a tough area to debug because it's very dependent on your PC: your DVD hardware, the other software you've installed, even the discs you're using. The difficulty we face is that we've been testing the Reveal DVD burning extensively on lots of different PC's and it works fine, so up to now we can't figure out why it's not working for you.

Would you be prepared to help? We'll ask you to generate some "log files" that hopefully will tell us what's going wrong on your PC and then send them to us. (Don’t worry: this isn't hard and only takes a few minutes. We’ll walk you through the process step-by-step. And the logfiles don't contain any personal data from your PC.)

If you're prepared to do this, please drop me an email: yihyeong AT muvee DOT com. Thanks in advance! And again, sincere apologies that you're having problems with our product.

--YihYeong

Re: Please help us debug DVD burning issues...

PostPosted: Mon Feb 01, 2010 3:19 pm
by carlt
Hi -YihYeong, I have been in touch with Patrick via support over my DVD burning issue ( it wont burn to widescreen format directly from Muvee, but will burn to widescreen if i save it then use Windows DVD Maker. I have followed all his instructions up to the debug and send you the files bit. I personally have found this just to complicated as a novice PC user [the main reason why I bought Muvee} I am sure many other people are having the problem. I hope you can sought this out as Muvee has the potential to be a great piece of software.

Best Regards Carl

Re: Please help us debug DVD burning issues...

PostPosted: Tue Feb 02, 2010 9:30 am
by yihyeong
carlt wrote:Hi -YihYeong, I have been in touch with Patrick via support over my DVD burning issue ( it wont burn to widescreen format directly from Muvee, but will burn to widescreen if i save it then use Windows DVD Maker. I have followed all his instructions up to the debug and send you the files bit. I personally have found this just to complicated as a novice PC user [the main reason why I bought Muvee} I am sure many other people are having the problem. I hope you can sought this out as Muvee has the potential to be a great piece of software.

Best Regards Carl


Thanks Carl for your advice. I see your point and agree with you that it is not easy for a novice PC user to follow the instructions. Let me take an action point to improve on the description, also to see if we can automate more steps. Btw, what do you think if we provide online chat assistance to guide users through the process? Will it be easier for customers? Another thought is to login remotely into their PC to setup the debug files for them (with their permission of course...).

Thanks in advance.

Re: Please help us debug DVD burning issues...

PostPosted: Tue Feb 02, 2010 3:37 pm
by carlt
Hi -YihYeong thanks for prompt reply, I think either of your suggestions would work it would be great to get Muvee functioning correctly

Best Regards Carl

Re: Please help us debug DVD burning issues...

PostPosted: Wed Feb 03, 2010 3:14 am
by yihyeong
Thanks Carl. We are now working on how we can provide the below. :)

Please help us debug DVD burning issues...

PostPosted: Wed Feb 03, 2010 6:44 am
by brownenicola
I had a problem burning DVDs it kept on giving me an error it didnt want to burn anything then i try to lower the speed of the burning process wich by default is "maximun speed possible" always.

Re: Please help us debug DVD burning issues...

PostPosted: Sun Feb 21, 2010 11:13 pm
by Ave Bayle
brownenicola wrote:I had a problem burning DVDs it kept on giving me an error it didnt want to burn anything then i try to lower the speed of the burning process wich by default is "maximun speed possible" always.


We would like to help you resolve this problem, but unfortunately we need to ask you for a little help. DVD burning is a tough area to debug because it's very dependent on your PC: your DVD hardware, the other software you've installed, even the discs you're using.

Would you be prepared to help? We'll ask you to generate some "log files" that hopefully will tell us what's going wrong on your PC and then send them to us. (Don’t worry: this isn't hard and only takes a few minutes. We’ll walk you through the process step-by-step. And the logfiles don't contain any personal data from your PC.)

If you're prepared to do this, please drop me an email: ave_bayle AT muvee DOT com. Thank you And again, sincere apologies that you're having problems with our product.

Re: Please help us debug DVD burning issues...

PostPosted: Mon Feb 22, 2010 9:37 am
by carlobabel
Thank all.I like it so much

Re: Please help us debug DVD burning issues...

PostPosted: Tue Feb 23, 2010 5:09 pm
by ruhappy2day
I just bought muvee autoProduction 6.1 made a movie and tryed to burn it but when I tryed it just shut down so what am I doing wrong?

Re: Please help us debug DVD burning issues...

PostPosted: Tue Feb 23, 2010 5:24 pm
by ruhappy2day
please someone help I need this movie burned in 1 hour