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Some tips for troubleshooting

PostPosted: Tue Jun 16, 2009 6:14 am
by yihyeong
Before you start your thread, you might want to take a look at some of our tips which might help resolve your issue(s).

Also, please kindly include the information below so that we can serve you better.
Product:
Product Build Number:
Operating System:


[Section 1] ALWAYS USE LATEST BUILD
Check that you are using the latest build of muvee Reveal. We have frequent releases with improvements and bug fixes. If you are using an older build, it is worthwhile to update to the latest version and try it again. If you already have a prior installation of muvee Reveal, please reinstall the latest build muvee Reveal by following the steps below:

[For Windows Vista]
1) Uninstall ALL versions of muvee Reveal on your computer
a. Click on the 'Start Menu' (Windows Vista logo)
b. Go to 'Control Panel'
c. Select 'Add/Remove Programs'
d. Select muvee Reveal and remove

2) Download, unzip and run muveeCleaner.exe for Windows Vista and proceed with the cleaning process. (see attached vista-muveeCleaner.zip)

3) Once the cleaning process has completed, please restart your computer.

4) Reinstall muvee Reveal.


[For Windows XP]
1) Uninstall ALL versions of muvee Reveal on your computer
a. Click on the 'Start Menu' (Start button)
b. Go to 'Control Panel'
c. Select 'Add/Remove Programs'
d. Select muvee Reveal and remove

2) Download, unzip and run muveeCleaner.exe for Windows XP and proceed with the cleaning process. (see attached xp-muveeCleaner.zip)

3) Once the cleaning process has completed, please restart your computer.

4) Reinstall muvee Reveal.





[Section 2] TRY USING OUR SAMPLE MEDIA

2.1
Please try using our sample files located at C:\Program Files\muvee Technologies\muvee Reveal\Samples and try to make a muvee again.

2.2
For your information, the supported input formats:
Video: ASF, AVI, DV-AVI, MOV, MPEG-1, MPEG-2, MPEG-3, MPEG-4, WMV, 3GP, AVCHD, H.264
Picture: JPEG, PNG, GIF, BMP, TIF
Music: MP3, WMA, M4A (Unprotected AAC), WAV
* Apple QuickTime is required to support MOV and 3GP files.

Supported output formats:
Video: AVI, DV-AVI, MOV, MPEG-1, MPEG-2, WMV, WMV-HD, H.264
* Apple QuickTime is required to support MOV files.





[Section 3] TRY REPRODUCING THE ERRORS WITH LOG FILES ENABLED
You can also troubleshoot your hang/crash issue with us, so that we can get a clearer view of your situation, and provide you with a proper fix/solution
Log files basically help us to understand more about your system configuration, and also information about how muvee Reveal crashed on your system.
We have attached a debug tool which will generate a log file to help us further investigate your problem. Please follow closely to the steps below to proceed.

1) Set up reveal to generate log files
1. Download the attached file muveeDebug.zip
2. Unzip the muveeDebug.zip file (You will see a file called muvee.bat after unzipping)
3. Run/execute muvee.bat by double clicking on it (This operation will take around 30 to 50 seconds, and the folder 'muveeDebug' will be automatically created at your C:\ drive)
4. This will collect some of your system configuration and information into the files

2) Try reproducing the error using muvee's sample media files
1. Launch muvee Reveal
2. Please use only the sample media files, which can be located at C:\Program Files\muvee Technologies\muvee Reveal\Samples
3. Redo the steps which will reproduce the issues

If this results in a crash or error message, you may attach all the files under C:\muveeDebug on your next post. (It would be better to zip up the muveeDebug folder and attach the zip file)

3) Try reproducing the error using your own media files
1. Launch muvee Reveal again
2. Use with your own media files
3. Redo the steps which will reproduce the issues

Please attach all the files under C:\muveeDebug on your next post. (It would be better to zip up the muveeDebug folder and attach the zip file)
Please let us know which test(s) has/have passed as well.

In your post, you may consider including the details/parameters below which you have used for your muvee purchase, so that we can serve you better
Name:
E-mail Address:
Order ID:

If you feel uncomfortable with revealing the details/parameters above, you can always write in to us at support@muvee.com. When you write in to us, please also let us know your forum username.