9 replies to this topic

[chano]

I just bought the software, connected everything to a mini video camera, and every time I start the app up, there is a brief pause, then a message box instructing me to connect the video device to the USB port. There is no other option than OK and that closes down the app. I am connected to a USB port on a Mac G5 tower. I've tried the front and the back USBs and the result is the same. I had the cable extension in the loop and I removed that, same scenario.
Is there a history of the connectors being bad or is there something else that might be preventing it from recognizing the USB connection?

d chanowski

[tsantee]

Sounds like you may have a defective device. I suggest contacting Roxio's customer service.

[Jim_Hardin]

Very, very rare!

Device hit the market in November 2008 (10 months ago). I have seen one probable faulty device in that time…

Any other way to test it out? Otherwise tsantee is right, Customer Service before it gets too late.

[chano]

Thank you for your replies.

Edited by chano, 07 August 2009 - 03:10 PM.

[chano]

Sounds like you may have a defective device. I suggest contacting Roxio's customer service.

the services provided is more than a little clumsy. . I  tried 3 times entering in my question and problem description before I got an automated reply. they certainly don't make it easy to reach them. I tried to tech support phone number and got the "$2.99 a minute " routine. . it's all a little like going into a blind alley.
I hope that I hear something back from them. I don't know how effectively I described the problem. .It appears to be a hardware failure as there is no way to test
via the software.

[Jim_Hardin]

I tried to tech support phone number and got the "$2.99 a minute " routine. .

It is a bluff! You will be charged nothing unless you are actually talking to a tech and you agree to be changed!

There will not be a charge for install problem or faulty device. – give them a call.

[chano]

It is a bluff! You will be charged nothing unless you are actually talking to a tech and you agree to be changed!

There will not be a charge for install problem or faulty device. – give them a call.

  Good to know. . .thanks for the tip. . . . .I'll try them again tomorrow. . .

[chano]

Good to know. . .thanks for the tip. . . . .I'll try them again tomorrow. . .

they sent me a link to update the drivers. I completed that and it's still the same. .It shouldn't matter what the cables are connected to should it? The connection should only sense that something is connected, right?

[tsantee]

they sent me a link to update the drivers. I completed that and it's still the same. .It shouldn't matter what the cables are connected to should it? The connection should only sense that something is connected, right?

Right. Of course it can only accept standard definition analog video.

[chano]

Well, I finally got the Easy VHS to DVD for Mac Software running. . After about 20 exchanges with the Roxio support team I discovered that I needed an update for the USB drivers on the G5. I got a tip that there could be a compatibility issue that is not readily apparent. I went and did a search for Mac OS X 10.4 updates and found something that was a driver and firmware update from Apple. . I captured and converted my first video tapes last night .
thanks to you guys that replied to me. . .
chano

Edited by chano, 25 September 2009 - 10:28 AM.