29 replies to this topic

[BioBiro]

"Hello Sir or Madam, I'm not an angry person, i'm really not - but I feel the need to vent my spleen to someone, and this seems the most appropriate outlet. You know when they tell you to write down all your frustrations in a letter, and then never send the letter? Well that's what i'm doing now, except i'm going to send the letter also. 'Easy VHS to DVD' is terrible. I'm sure it must be illegal to sell software that is unusable off-the-shelf? Am I able to bill Roxio for my time and energy spent trying to get it to work? You know, i'd actually pay 50 beer vouchers for an official Roxio 'engineer' to come to my house and make it work - except that she/he wouldn't be able to!

Let's talk a little trip back in time, shall we? I'm stood in PC World in Leeds, having done some prior research on which products are suitable for converting my old VHS porn films to my computer. I'd narrowed it down to Roxio and Pinnacle, holding 'Easy VHS to DVD' in my left hand, and 'Dazzle Video Creator Platinum' in the other. What could have been... It was around 7:30PM by the time I got home, and had picked up some sweet & sour chicken with fried rice for my tea. It was delicous. Anyway - after finishing the meal, I popped the disc into my laptop, double-clicked on setup.exe, only to be informed that my 'configuration' was not 'compatible' with the Roxio product in question!

Still, unperturbed by this minor hiccup in my investigation, I ran the setup.exe program with the 'Program Compatability Wizard' applied, and found the software installing correctly (albeit slowly). Little did I know what a mistake I had made. For you see, on the Internet I am informed that it is of critical importance that the USB video capture device must be inserted prior to the software installation. "BEFORE!" they said. But, hold on one second, let me check the manual that came in that colourful little box - what did it say? Step 1. 'Insert the Easy VHS to DVD installation disc into your disc drive...' Step 2. (install it) Step 3. 'Connect the Roxio Video Capture USB device to a USB 2.0 port on your computer'. How foolish of me to follow printed instructions.

Nonetheless, I found myself in the promising situation of a successful installation of the Roxio 'Easy VHS to DVD' software. I launch the capture software - hear my tape playing back, but see nothing. 'No Signal', the software reports. Hmm... Taking a trip to the Roxio website, I discover I have to register (for no apparent reason), and then wait several painstaking hours with no sign of the confirmation email arriving - to an address I might add that is privately owned and has no spam filtering present. I then register under an alternative (ISP) address and find the email arrives much quicker. I can barely control my greedy hands as I slam the mouse over the 'download' option to acquire 'Service Pack 2' for 'Easy VHS to DVD' (getting kind of tired of the irony of calling it 'Easy' - from this point on let's just call it 'VHS to DVD'). I install SP2, only to find it complain that it can't be installed because no installation of 'VHS to DVD' could be found. Words fail me. To Roxio's credit, they have supplied the raw USB device driver required by the software, which supposedly corrects the silly error I made earlier on when I accidently followed the manual's instructions. Unfortunately it does nothing to solve my 'No Signal' error.

At this stage, I began uninstalling, installing, reinstalling, and probably overinstalling everything in sight following the variety of both official and unofficial guides to a fruitful and happy 'VHS to DVD' installation. Because of the constant restarting required, I was unable to listen to keep listening to music on the computer, so I browsed my CD shelf and found a 2-CD compilation of Rod Stewart's greatest hits and had a listen on my stereo. It must have been years since I last heard 'Baby Jane' - great song. Anyway...

I discover that the reason for the installation program giving me a whinging, tedious error message is due to my lack of 'Service Pack 1' being installed in Windows Vista. So I now find myself in-search of this mythical piece of software, which appears to sit uncomfortably somewhere between 'operating system' and 'ordinary software'. Windows Update seems unable to help me on this one, so I am forced to download it manually. Of course, it doesn't work - it can't possibly work - that would make too much sense. To find out why it won't work (install), Microsoft very kindly provides me with a special piece of software. This piece of software is capable of checking the suitability of my computer as to whether it is safe to install SP1 on it. This piece of software consistently hangs part-way through it's installation.

At this stage (a week after setting foot in the previously mentioned PC World store), I decide the solution to my problems is to backup all my important data, format my hard drive, and install Windows 7 on it. I want YOU PERSONALLY to know that i'm doing this just to make Roxio 'VHS to DVD' work. I hope you're happy.


All the best for Christmas and the New Year,

Steve.

P.S. - I don't want a refund, it just seemed the appropriate category to file this under. It must be said, Roxio has a distinct 'Do It Yourself' attitude towards customer service. Also, I was going to spare you the job reading this complaint by posting it on the Roxio forums, but there's a problem with the forum software that's preventing me from registering so I can post - and no contact details are available to inform the admin of this."



I submitted this to Roxio Customer Service a couple of days ago. I had to break it into two seperate tickets, and their software screwed up the format so it's all one big paragraph. I received the following reply to the first part of the story:

"Thank you for Contacting Roxio Customer Service

For us to assist you more effectively, we will require some more information.

Could you kindly give us a more detailed description of your issue including

    * The steps you are taking
    * Any troubleshooting steps you have already tried
    * What programs you are using and the software programs within the suite you are using.
    * Was your software pre-installed on your computer
    * The type of files you are working with
    * Error message(s) you receive (if any) or any symptoms like hanging or the program shutting down.
    * What Operating System you are currently using

If the information provided does not resolve your issue simply update your webticket with a detailed explanation with the steps you have tried and any error messages you receive.

Regards,

Roxio Customer Service"

...and the following reply to the second part of the story:

"Thank you for contacting Roxio Customer Service

We have updated your original ticket 820080

We appreciate your sense of urgency regarding this issue.  We will continue to work with you through your original ticket.  For the most prompt response, please only update your original ticket.


Thank you.

Regards,

Roxio Customer Service"

- they actually took it seriously! Although, I would expect nothing less. My Windows 7 installation is lovely, less than a couple of hours old. Now i'm going to install Roxio 'Easy VHS To DVD', and if it doesn't work Jim, i'm going to personally come down there and eat what's left of your hair.

[myguggi]

"Hello Sir or Madam, I'm not an angry person, i'm really not - but I feel the

Tese are the install instructions from the manual



Did you also read the tips in the pinned posts at the top of the VHS2DVD forum? If you you can't get it installed on Vista iy will most likely not install on W7.

Edited by myguggi, 29 October 2009 - 09:11 AM.

[BioBiro]

Tese are the install instructions from the manual

Did you also read the tips in the pinned posts at the top of the VHS2DVD forum? If you you can't get it installed on Vista iy will most likely not install on W7.

I'm sorry, but:

I appreciate the suggestion, and i'm searching the forums now before I install on Windows 7, but there was nothing I could find that helped me. I believe the reason for my problems was that the Easy VHS To DVD software could not install properly due to me not having SP1 installed on Vista. My Vista installation was so knackered and screwed up, that i've wiped everything and started anew.

[cdanteek]

Have you looked through this?

http://forums.support.roxio.com/index.php?showtopic=49170

I just installed W7 Pro X64 a couple days ago and haven't installed any Roxio software yet..

cd

[BioBiro]

Have you looked through this?

http://forums.support.roxio.com/index.php?showtopic=49170

I just installed W7 Pro X64 a couple days ago and haven't installed any Roxio software yet..

cd

Thanks for writing that excellent guide. I followed it through when I was using Vista, and i've followed it through just now on 7. My installation experience on Windows 7 has been virtually identical to your guide - the USB device came up looking like that when I plugged it in, then I installed the software - everything went smoothly. The USB device looks perfect as per your guide in Device Manager, but when I go to capture some video, just like before, I hear audio but see a black screen, complaning of 'No Signal'.

Went off to download SP2, it says that no installation of Easy VHS To DVD could be found - so I assume that means my version of EVTD is so new that it already features SP2 in it. I'm really at the end of my tether with this thing - i'd appreciate any more suggestions.

[cdanteek]

I hear audio but see a black screen, complaning of 'No Signal'.

Do you have the input set for composite video or S-Video?

Are you using a USB extension cord?

cd

[BioBiro]

Do you have the input set for composite video or S-Video?

Are you using a USB extension cord?

cd

I have the input set to Composite, as that is the connection I am using. I switched between S-Video and Composite a few times just in case it needed a 'shove' to get working. I tried going through all the different PAL/NTSC/SECAM variations, but all still say 'No Signal'.

The device is plugged directly into a USB 2 socket in my laptop. I tried it in the other USB ports also.

I'm going to try finding some alternative capture software to see if that helps finding a video signal.

Incidentally, years ago I had a PCI WinTV card (which was also rubbish - the included Bt878 drivers were useless, and the included capture software was slow and buggy), and I remember the software having to 'scan' frequencies (UHF etc...) to find all available signals. Does Easy VHS To DVD not need to do this?

[Jim_Hardin]

SCART???

[BioBiro]

SCART???

Tried 'Debut' capture software and that has the same problem.

Just tried using EVTD with a different VCR, and it still says 'No Signal'.

Using the SCART port instead? Well, I guess it's worth a try. Is there really any chance of it making a difference?

[Jim_Hardin]

Tried 'Debut' capture software and that has the same problem.

Just tried using EVTD with a different VCR, and it still says 'No Signal'.

Using the SCART port instead? Well, I guess it's worth a try. Is there really any chance of it making a difference?

No, can’t see what you have in front of you… Most VCR’s in the UK have SCART and do not have the RCA connectors.

If you are using SCART and it has a place for RCA and/or S-Video, it may not actually be connected!

Typical failure in that mode is Audio OK, NO Video!

There is absolutely no guarantee that the Roxio Video Capture USB device will work with anything but Roxio software!!! So your “tests” may have failed for other reasons.

If you take your SCART connector to an electronics store they will probably know at a glance if the RCA & S-Video outputs are even hooked up on it.

I'll give you a real laugh. I have never been East of Maine but have gathered a wealth of info from other UK users here  

[BioBiro]

No, can’t see what you have in front of you… Most VCR’s in the UK have SCART and do not have the RCA connectors.

...

I'll give you a real laugh. I have never been East of Maine but have gathered a wealth of info from other UK users here  

No offence, but I could barely comprehend what you were saying in that post. The SCART sockets on my VCR(s) may not actually be connected - or the RCA sockets on my VCR(s) may not actually be connected? Or if I purchase a SCART adapter/converter like the link you posted it may not actually be connected? What are you talking about?

By the way Jim, i'd like to retract and apologise for my jab about eating your hair in my original post. After trawling through the forums today I realised that you aren't in fact a Roxio employe (although I feel it's a pretty easy mistake to make, and they should probably hire you based on the endless advice you give).

And where the heck is Maine anyway? I thought it was somewhere in London at first. I live in Yorkshire - we barely have electricity here.

[Jim_Hardin]

No offence, but I could barely comprehend what you were saying in that post. The SCART sockets on my VCR(s) may not actually be connected - or the RCA sockets on my VCR(s) may not actually be connected? Or if I purchase a SCART adapter/converter like the link you posted it may not actually be connected? What are you talking about?

By the way Jim, i'd like to retract and apologise for my jab about eating your hair in my original post. After trawling through the forums today I realised that you aren't in fact a Roxio employe (although I feel it's a pretty easy mistake to make, and they should probably hire you based on the endless advice you give).

And where the heck is Maine anyway? I thought it was somewhere in London at first. I live in Yorkshire - we barely have electricity here.

From what UK users have posted, few VCRs have RCA plugs for Output, SCART being the normal output.

Many of the SCART connectors have RCA & S-Video plugs but to save some money they do not have them actually connected.

So unless you know for sure do not assume that your RCA/S-Video plugs are working!

[BioBiro]

From what UK users have posted, few VCRs have RCA plugs for Output, SCART being the normal output.

Many of the SCART connectors have RCA & S-Video plugs but to save some money they do not have them actually connected.

So unless you know for sure do not assume that your RCA/S-Video plugs are working!

That's a fair point - however, i've used the composite video outputs on both my VCRs succesfully in the past, and the RCA outs on my VCR that has them work fine because I can hear them in the capture software.

_{(Have I missed the point? I get the feeling I have).}

Edited by BioBiro, 29 October 2009 - 01:01 PM.

[cdanteek]

The device is plugged directly into a USB 2 socket in my laptop. I tried it in the other USB ports also.

Is your laptop on AC or battery power?

Are you using Roxio Media Import or Plug and Burn?

The USB 2861 Device is showing in the Capture from window?

One poster claimed he had a defective device and it only worked when he pushed the connectors together very hard, try doing that with the yellow video composite connector..

Does the device get warm?

cd

[BioBiro]

Is your laptop on AC or battery power?

Are you using Roxio Media Import or Plug and Burn?

The USB 2861 Device is showing in the Capture from window?

One poster claimed he had a defective device and it only worked when he pushed the connectors together very hard, try doing that with the yellow video composite connector..

Does the device get warm?

cd

My laptop is running on mains AC power.

I have tried both, but am using Roxio Media Import.

In the capture window, the (only) device (to choose from) is 'Roxio Video Capture USB'.

The device is noticably warm. Pushing the composite connectors together hard does nothing, however, if I unplug the RCA audio input cables and touch the composite connectors together (fairly gently) all over each other, the video screen that has so far been permanently black in Roxio Media Import flickers shades of grey and white!

Edited by BioBiro, 29 October 2009 - 01:42 PM.

[gi7omy]

TYhe thing to remember is the majority of SCART/RCA da[ptors is they are either in or out but not both - you need to be 100% certain you have the correct type.

Actually there is one availabe from Maplin that is switchable between input and output (and also has a SVHS connection as well as RCA)

http://www.maplin.co.uk/Module.aspx?ModuleNo=35931

[myguggi]

My laptop is running on mains AC power.

I have tried both, but am using Roxio Media Import.

In the capture window, the (only) device (to choose from) is 'Roxio Video Capture USB'.

The device is noticably warm. Pushing the composite connectors together hard does nothing, however, if I unplug the RCA audio input cables and touch the composite connectors together (fairly gently) all over each other, the video screen that has so far been permanently black in Roxio Media Import flickers shades of grey and white!

Your device is definitely not connected/installed correctly. You should see the following (USB 2861 Device) in Device Manager and when selecting the Input Device

[BioBiro]

Your device is definitely not connected/installed correctly. You should see the following (USB 2861 Device) in Device Manager and when selecting the Input Device

Hmm - here's what mine looks like, with the driver details included:



And here's Roxio Media Import - you can see the scrolling grey bar video artefact from when I touch the composite connectors together:

[cdanteek]

Why do your screens look different than mine?

Where is your Input Box, Composite / S-Video?



cd

[BioBiro]

Why do your screens look different than mine?

Where is your Input Box, Composite / S-Video?

cd

Not sure! Maybe I have some crazy outdated version. I'm gonna go scour the Roxio website for any updated versions of the software I might have missed. Here's where my Composite/S-Video selector is located - I always make sure to set it correctly: