How to contact Roxio support via email?

[Young]

Can anybody tell me how to contact Roxio tech support?

 

I 'm trying to find solution to my problem with adding AVI files from within VideoWave. The Knowledge base support is not helpful at all. I've tried so many combinations of keywords to describe "problem adding AVI files" but to no avail.

[Young]

If you are a registered user you can go here. To get a response make sure your spam filter will not block the return e-mail.

 

Sometimes responses you get on this board are faster and almost as good as Tech Support. If you post your computer specs, the function you are trying to use and what happens when you try to add the avi file; perhaps someone here can help. Were did you get the avi file?

 

Thanks. Have tried that - the options for that link are Knowledge base (which hasn't worked for me) Tutorials (??) and Roxann (again!). I've used Roxann earlier without much help. The Roxann from this site is worse coz before posting my question i have to check one of 4 options for the type of Tech Support requested guess what, there is no option for EMC version 9. Is there no simpler way to post an email to them?

 

Anyway, I've already posted my question in this forum under "Program Errors/Crashes/Hangs". Hopefully someone can offer a solution. My AVI files are downloaded to my harddisk from my Canon S80 camera.

[sknis]

Thanks. Have tried that - the options for that link are Knowledge base (which hasn't worked for me) Tutorials (??) and Roxann (again!). I've used Roxann earlier without much help. The Roxann from this site is worse coz before posting my question i have to check one of 4 options for the type of Tech Support requested guess what, there is no option for EMC version 9. Is there no simpler way to post an email to them?

 

Anyway, I've already posted my question in this forum under "Program Errors/Crashes/Hangs". Hopefully someone can offer a solution. My AVI files are downloaded to my harddisk from my Canon S80 camera.

 

Roxanne acts as a gatekeeper; not necessarily a road block. If you logged in and used Roxanne from the support page, you should be able to go to another page that asks if the problem was solved or not solved. If it was not, you have several options including live chat. At the top right hand side of the page that opens is a question mark. That will give you instructions. If you can't post a V9 question, post to V8 and indicate that you have V9.

[sknis]

Yes, I did that. Hopefully they will get back to me. Thanks. Or maybe some digital gurus will be able to shed some light.

 

I just looked at your computer profile and you just meet the minimum requirements for the program for video processing. It might work but it will be very slow.

• Windows XP Home/Pro/MCE (Service Pack 2), Windows XP Pro x64 Edition, Windows 2000 (Service Pack 4 or later)*
  
• For burning music and data discs: 500 MHz Intel® Pentium III or equivalent; 128 MB RAM
  
• For DVD, slideshow or video authoring: 1.4 GHz Intel Pentium 4 or equivalent; 256 MB RAM
  
• For real-time MPEG-2 capture and burning:1.6 GHz Intel Pentium 4 or equivalent; 256 MB RAM
  
• For viewing DivX HD or H.264 video files in full screen mode: 2 GHz Intel Pentium 4 or equivalent; 512 MB RAM
  
• 7200 RPM hard disk drive recommended for video projects
  
• 1 GB of free hard disk space for typical installation of all components
  
• 1 GB of free hard disk space for every 5 minutes of video for video capture
  
• Up to 9 GB of free hard disk space for copying DVD-Video** discs
  
• 1024x768, 16-bit color graphics card; 24-bit or 32-bit true color recommended
  
• DirectX 9 or higher compatible sound card and graphics card
  
• QuickTime 7 or greater for burning of M4A files
  
• Windows Media Player 9 or higher for Windows 2000 systems; Windows Media Player 10 or higher for Windows XP and Vista systems
  
• Microsoft Internet Explorer 6 or higher
  
• CD-ROM drive to install the software
  

Make sure that you have WMP10 or higher if you are using XP.

 

Where did you get the avi files from? How large (long) are they? You might try capturing the avi in shorter lengths. Say 10 to 15 minutes and combining them later. Just to see, do you have a short say 5 minutes or so avi file you can try? Do you have your VideoWave set to hardware or software rendering (VideoWave> Tools> options). It should be set to software. Update your video chip drivers and Microsoft;s DirectX 9c.

 

Do everything you can to make your laptop perform. Shut down all unnecessary running program, run from AC power, turn off energy saver function, set the computer to best performance rather than let Windows decide. etc.

[Young]

I just looked at your computer profile and you just meet the minimum requirements for the program for video processing. It might work but it will be very slow.

• Windows XP Home/Pro/MCE (Service Pack 2), Windows XP Pro x64 Edition, Windows 2000 (Service Pack 4 or later)*
  
• For burning music and data discs: 500 MHz Intel® Pentium III or equivalent; 128 MB RAM
  
• For DVD, slideshow or video authoring: 1.4 GHz Intel Pentium 4 or equivalent; 256 MB RAM
  
• For real-time MPEG-2 capture and burning:1.6 GHz Intel Pentium 4 or equivalent; 256 MB RAM
  
• For viewing DivX HD or H.264 video files in full screen mode: 2 GHz Intel Pentium 4 or equivalent; 512 MB RAM
  
• 7200 RPM hard disk drive recommended for video projects
  
• 1 GB of free hard disk space for typical installation of all components
  
• 1 GB of free hard disk space for every 5 minutes of video for video capture
  
• Up to 9 GB of free hard disk space for copying DVD-Video** discs
  
• 1024x768, 16-bit color graphics card; 24-bit or 32-bit true color recommended
  
• DirectX 9 or higher compatible sound card and graphics card
  
• QuickTime 7 or greater for burning of M4A files
  
• Windows Media Player 9 or higher for Windows 2000 systems; Windows Media Player 10 or higher for Windows XP and Vista systems
  
• Microsoft Internet Explorer 6 or higher
  
• CD-ROM drive to install the software
  

Make sure that you have WMP10 or higher if you are using XP.

 

Where did you get the avi files from? How large (long) are they? You might try capturing the avi in shorter lengths. Say 10 to 15 minutes and combining them later. Just to see, do you have a short say 5 minutes or so avi file you can try? Do you have your VideoWave set to hardware or software rendering (VideoWave> Tools> options). It should be set to software. Update your video chip drivers and Microsoft;s DirectX 9c.

 

Do everything you can to make your laptop perform. Shut down all unnecessary running program, run from AC power, turn off energy saver function, set the computer to best performance rather than let Windows decide. etc.

 

Thanks that.

 

Yes, I'm aware I just barely meet the system requirement and I don't intend to go for intensive video editing projects. I'm using WMP11 on my Win XP Pro. My Video card driver is up to date and I have Direct X (version 9). Videowave was set to Software rendering. I've even tried a 10 sec AVI file.

 

Beginning to suspect that it might be due to the compression format for my AVI file.

I did a check on my Canon spec and it tells me the movie format is AVI type (Motion JPEG with WAVE monaural). I believe that is very common for digital cameras. John from Roxio mentioned that he is not aware of any support for that format.

 

If the cause is really due to EMC not supporting the format then my other alternative is to convert all these avi files to some other type. (I have some AVI files that worked and they were converted from MOV).

 

But this is unbelievable coz it is this proliferation of digital cameras that is making all the media software so popular and these types of avi files are common to these digicams.

 

Of course it could be due to other reasons.. maybe someone in this forum will tell me that he/she has no problem adding AVI (MJPEG) files. Then I'll be back to swuare one.... sigh...

 

Young

 

p/s sorry i posted the issue more than once.

[sknis]

Thanks that.

 

Yes, I'm aware I just barely meet the system requirement and I don't intend to go for intensive video editing projects. I'm using WMP11 on my Win XP Pro. My Video card driver is up to date and I have Direct X (version 9). Videowave was set to Software rendering. I've even tried a 10 sec AVI file.

 

Beginning to suspect that it might be due to the compression format for my AVI file.

I did a check on my Canon spec and it tells me the movie format is AVI type (Motion JPEG with WAVE monaural). I believe that is very common for digital cameras. John from Roxio mentioned that he is not aware of any support for that format.

 

If the cause is really due to EMC not supporting the format then my other alternative is to convert all these avi files to some other type. (I have some AVI files that worked and they were converted from MOV).

 

But this is unbelievable coz it is this proliferation of digital cameras that is making all the media software so popular and these types of avi files are common to these digicams.

 

Of course it could be due to other reasons.. maybe someone in this forum will tell me that he/she has no problem adding AVI (MJPEG) files. Then I'll be back to swuare one.... sigh...

 

Young

 

p/s sorry i posted the issue more than once.

 

Check your owners manual, from what I read on Canon camcorders, you can capture to jpeg( still) to the m-jpeg and possibly to mov, mpg2 or perhaps straight avi. For instance here. I'm still confused about why you are selecting m-jpeg. What camera do you have?

[sknis]

Can anybody tell me how to contact Roxio tech support?

 

I 'm trying to find solution to my problem with adding AVI files from within VideoWave. The Knowledge base support is not helpful at all. I've tried so many combinations of keywords to describe "problem adding AVI files" but to no avail.

 

If you are a registered user you can go here. To get a response make sure your spam filter will not block the return e-mail.

 

Sometimes responses you get on this board are faster and almost as good as Tech Support. If you post your computer specs, the function you are trying to use and what happens when you try to add the avi file; perhaps someone here can help. Were did you get the avi file?

[Young]

Roxanne acts as a gatekeeper; not necessarily a road block. If you logged in and used Roxanne from the support page, you should be able to go to another page that asks if the problem was solved or not solved. If it was not, you have several options including live chat. At the top right hand side of the page that opens is a question mark. That will give you instructions. If you can't post a V9 question, post to V8 and indicate that you have V9.

 

Yes, I did that. Hopefully they will get back to me. Thanks. Or maybe some digital gurus will be able to shed some light.