Windows go blank when burning

[needyourhelp]

HELP! Tried your Roxann system, tried your web ticket system. Web Ticket system seems to just default to telling me to update my operating system and to Toast 8.0.1. But I already tried that before spending part of my afternoon trying to get help from your support system. I am running a MacPro with OS 10.4.9. I have lots of RAM, and lots of Hard Disk space. But whenever I start to burn (doesn't matter what type of data or what type of disc), the window goes completely blank. The disk burns, but I can't see any of the window data or buttons. And I have to just wait until the computer stops making burning noises to see if its done.

 

So, how do I fix this problem?

 

Also, is this the Live Chat option? since the web ticket provides buttons for Live Chat that just say basically "we have live chat" without directing you to the live chat. And the phone support button basically says, for $35 you'll let me call you about my problem.

 

This is the first problem I ever had with Toast, and I've been using it for several years now.

[khyron]

I opened a ticket as well and was told to uninstall and reinstall. I'm surprised I wasn't told to turn my computer off and turn it back on... Roxio needs to realize that this is a very annoying issue and needs to be addressed. I'm still stuck with the blank progress window as well and have tried all of the above. Additionally, is anyone able to view text after selecting: Toast Titanium > About Toast 8 Titanium? I get a white window there too! So frustrating...

 

OS 10.4.10

Intel Dual 3Ghz Dual Quad / 9 GB Ram

Dual NVidia 7300

Dual Dell 24 inch monitors (WFP2407)

Plenty of Drive Space

Deleted Permissions

Repaired Disc Permissions

 

I was told the same stuff, over and over (both here in the forums and by the ticket system responder person). It was really frustrating, since I kept trying to be as detailed as possible telling people what I'd already done. It's awesome when you explain that you've wasted entire disk wipe/reinstalls on an issue, and someone's like "well did you reapply the 10.4.9 updater" or some such BS.

 

Hello, IT, did you try switching it off and on again?

 

Maybe Roxio is just going to abandon worrying about quality in Toast since it looks like iLife '08 is going to pretty much kill it, since now it transcodes pretty much anything (especially if you have Perian installed) instead of just Quicktime containers and DV clips and has awesome DVD themes.

 

I'll just repeat one more time, every single person I know with Toast 8 has this exact issue.

[Christopher_Campbell]

I'm running 10.5.2 on a Mac Pro with two NVIDIA 7300 cards to support three NEC LCD displays, and have had the blank progress window problem with Toast as long as I can remember (as seems to be usual, posting a ticket has never brought any response from Roxio). However, I just installed the 8.0.4 update, and now get a normal progress bar window while burning. Unfortunately, the "About Toast Titanium 8" window is still blank. For the record, I have "Enable enhanced window animations" unchecked in prefs.

 

Christopher

www.cbcampbell.com

[BCD VIDEO]

I finally removed my second Nvidia 7300 GT Video Card and the problem was fixed. So it's official... If you have two 7300s in your MAC PRO weird crap is going to happen. Also noted issues with DVD Studio Pro with 2 video cards. When creating a menu button transition a "white flash" was the only thing I would see when previewing the transition. Any one having the same problems with the new 8800 cards? Cheers!

[gballard]

This thread

http://forums.support.roxio.com/index.php?showtopic=31207

 

Roxio guru freshburn commented about this issue when I posted that Toast 8.0.3 is UNUSABLE here.

 

I also pointed to a very simple, exact way to reproduce the problem every time.

 

It seems to work as advertised with one video card.

 

The problem happens when you add attach another monitor to a second video card.

[Wafubu]

I have the exact same issue, but only when I have the nVidia Video Card 7300GT (actually 2 of them) installed... When I install the ATI Radeon X1900XT the progress bar works just fine... Can someone from roxio please figure out why? I'll be happy to test solutions on my own system... if you can get this to work.. I'd rather use the 7300's because they are a tad bit quieter... I'm not sure how this is related, Driver issues? OS issues? or whatever but I do feel that it is ROXIO's Responsibility to fix it as it is YOUR Product.. I have been very disappointed with Roxio in the past few products / updates... and customer service has gone out the window completely... it would seem.. My last response for an issue that I had for Roxio Popcorn 2 was .. oh, you have to upgrade to Popcorn 3!!!! Come on guys, you can do better than that!

[gballard]

Dude, are you for real?

 

Ya, my real name, too.

 

That seems like a bizarre thing to call a "workaround"...the issue is wanting to be able to run it on the one that has multiple screens for a reason.

 

Me thinks you got my point...

[khyron]

I found a work around that clears the problem (Intel Mac Pro 2.66 MHz, Leopard 10.5.1):

 

1) DISCONNECT YOUR EXTRA MONITORS.

I.e., run with only One Monitor.

 

I did that on a test and the problem cleared.

I reconnect my monitors to my 2nd MATCHED OEM NVIDIA GeForce 7300 GT (two cards) and the problem reappeared.

 

That should be good if any of you pros can work with one monitor to get your business done.

 

Dude, are you for real? Of course that works, the problem has to do with having multiple framebuffers.

 

That seems like a bizarre thing to call a "workaround". I have other machines with one screen I can run Toast on, the issue is wanting to be able to run it on the one that has multiple screens for a reason.

[gballard]

I found a work around that clears the problem (Intel Mac Pro 2.66 MHz, Leopard 10.5.1):

 

1) DISCONNECT YOUR EXTRA MONITORS.

I.e., run with only One Monitor.

 

I did that on a test and the problem cleared.

I reconnect my monitors to my 2nd MATCHED OEM NVIDIA GeForce 7300 GT (two cards) and the problem reappeared.

 

That should be good if any of you pros can work with one monitor to get your business done.

[khyron]

I can't remember:

 

IS ANYONE AT ROXIO WORKING ON THIS PROBLEM?

 

I have moved to 10.5 and don't have any usable Roxio Toast burning software.

 

7.1.2 is uncompatible; 8.03 I lose all control of the burning process unless I Force Quit....

 

Here is another recent poster with the same problem:

http://forums.support.roxio.com/index.php?showtopic=31064

 

I would like to think so, but can't be sure. I have two tickets in their system related to this issue. They are numbered 375090 and 407794. Sadly, the older one dates back to the summer of 2006!

 

It does not appear that Roxio uses their ticket system the same way that development shops I've worked with have, they do not need to address or fix an issue to "close" it. They just wait a certain amount of time, and then close the ticket, sayng something like "thanks, we let the developers know about the issue". However they don't provide any information like when it will be repaired and how, or in what version...

 

*boggle*

[gballard]

I can't remember:

 

IS ANYONE AT ROXIO WORKING ON THIS PROBLEM?

 

I have moved to 10.5 and don't have any usable Roxio Toast burning software.

 

7.1.2 is uncompatible; 8.03 I lose all control of the burning process unless I Force Quit....

 

Here is another recent poster with the same problem:

http://forums.support.roxio.com/index.php?showtopic=31064

[khyron]

I ran the 8.0.3 updater on my new, erase start-from-scratch 10.5.1 install.

 

I STILL HAVE THE BLANK WHITE WINDOW in About Toast Titanium!

 

I haven't tried to burn a disc, but suspect the progress window is still white and unusable.

 

Same here. Running 10.5.1 and 8.0.3 and still have the same blank window(s) issue. Oh well.

[gballard]

I ran the 8.0.3 updater on my new, erase start-from-scratch 10.5.1 install.

 

I STILL HAVE THE BLANK WHITE WINDOW in About Toast Titanium!

 

I haven't tried to burn a disc, but suspect the progress window is still white and unusable.

[khyron]

Just a note to ROXIO:

 

THIS HAS NOT BEEN FIXED IN 10.5.1.

 

Ditto here. I really don't think it's an OSX issue, since none of my other software has similar issues. Toast is the only thing I have that seems to "care" what monitor its on. I continue to presume that there's a call to Core Image or Core Video someplace in their code that's making a lazy presumption about which screenbuffer is in use instead of checking...

[gballard]

Just a note to ROXIO:

 

THIS HAS NOT BEEN FIXED IN 10.5.1.

 

I removed my four internal drives.

 

I installed one drive.

 

I Erased that drive.

 

I installed 10.5.1 (all updaters/permissions ran).

 

I installed 8.0.1.

 

PROBLEM PERSISTS.

 

Mac Pro quad 2.66 GHz.

Two factory Apple OEM NVIDIA GeForce 7300 GT cards running three monitors).

[khyron]

Just updating this issue so that people know that it's not magically fixed with Leopard or anything. Still seems, at least to a lay person without source code in front of them, like this is a Roxio issue and not an Apple one. Seems to have something to do with a presumption being made somewhere about there being only one framebuffer or one video card to worry about.

 

Lots of people use dual video cards, come on guys, throw us a bone here. It's annoying to have to always use Toast on a specific screen to keep it from blanking out.

[gballard]

"I was told the same stuff, over and over (both here in the forums and by the ticket system responder person). It was really frustrating, since I kept trying to be as detailed as possible telling people what I'd already done. It's awesome when you explain that you've wasted entire disk wipe/reinstalls on an issue, and someone's like "well did you reapply the 10.4.9 updater" or some such BS."

 

I've been using Toast since version 3, and let me tell you nothing has changed about their early relases and technical support.

 

I remember one guy they had doing tech support for a couple years -- it was like talking to a rock...but eventually their updates worked.

[BCD VIDEO]

I opened a ticket as well and was told to uninstall and reinstall. I'm surprised I wasn't told to turn my computer off and turn it back on... Roxio needs to realize that this is a very annoying issue and needs to be addressed. I'm still stuck with the blank progress window as well and have tried all of the above. Additionally, is anyone able to view text after selecting: Toast Titanium > About Toast 8 Titanium? I get a white window there too! So frustrating...

 

OS 10.4.10

Intel Dual 3Ghz Dual Quad / 9 GB Ram

Dual NVidia 7300

Dual Dell 24 inch monitors (WFP2407)

Plenty of Drive Space

Deleted Permissions

Repaired Disc Permissions

[khyron]

Is anyone at Roxio acknowledging this problem, or am I the only one with this problem?

 

I opened a ticket and got some e-mails back and forth with someone from Roxio, but I'm not aware of anything beyond that. It interests me that this doesn't seem to be more widely talked about. Everyone I know who has Toast 8 experiences this at least intermittently on a variety of machines. Several of my friends decided to use a previous version or a different piece of software as a result. I have no idea how much Roxio "cares" about this issue, but if it still happens after I install Leopard in October, I for one am just giving up. I don't use a Mac because I want to troubleshoot buggy user experiences, I want stuff to Just Work. I own the current flagship Mac system with most commonly chosen video card option and I run the current Mac OS version, I don't get how this escapes a QA process...

[gballard]

I am having the same problem in 8.0.1, plus a white blank About Toast 8 Titanium window.

Posted here: http://forums.support.roxio.com/index.php?showtopic=25251

 

My 2ea OEM Apple GeForce 7300 GT firmware are current.

 

All updaters have been ran to 10.4.10.

 

All hard drive and system maintenance have been performed.

 

It does not matter which monitor I open Toast on -- I reproduce the problem 100% of time.

 

I have trashed preferences, uninstalled, reinstalled, and the problem happens in a New User account.

 

Toast is unusable to me for these reasons -- 7.1.2 still works okay.

 

Mac Pro 2.66 Ghz

10.4.10

Toast 8.0.1

 

Is anyone at Roxio acknowledging this problem, or am I the only one with this problem?

[khyron]

I THINK I FINALLY FIGURED THIS OUT!

 

After tons of experimentation with this, I finally noticed something that was triggering the issue - what display Toast is running on. When Toast is launched on the primary display (the one set to have the Apple menu bar on it) the dialogs appear normally, even when you move them or the main Toast window to another display while it's running. However if you move the main Toast window to another display and close Toast, then relaunch it so that it initially opens on that other display - the issue occurs 100% of the time (dialog contents disappear while burning).

 

This occurs whether Toast is installed off the install disc or downloaded (8.0.1).

 

Perhaps this is a really easy fix, someplace a Core Video call is being made, perhaps, based on a bad assumption about what display is being used?

[khyron]

Actually this is a very valid troubleshooting step, you can typically download and re-apply the OS update from the following location:

http://www.apple.com/support/downloads/mac...pdateintel.html

 

Depending on when you got your Mac Pro, does this firmware update for the nVidia card apply?

http://www.versiontracker.com/dyn/moreinfo/macosx/11287

 

Thanks

 

Well just for good measure, I reapplied the 10.4.9 update. Also I verified that I already applied the NVidia firmware update, back in February. Running it again confirmed that my cards were up to date. I also did yet another complete wipe of Toast and all it's preference files - anything on my machine that was Toast or Roxio went away. I reinstalled from a freshly downloaded 8.0.1 disc image and turned off the setting mentioned above about fancy video effects.

 

On my first burn, the dialog did exactly what's shown above. The progress bar gets drawn in the dialog as it "shrinks" down but the moment it's done shrinking, it goes white and stays that way until the burn is done. The only way I can know Toast is burning is by watching the itsy bitsy progress bar in the dock icon - this is getting maddening. Anyone have any other suggestions?

[lakewoodlawnman]

Actually this is a very valid troubleshooting step, you can typically download and re-apply the OS update from the following location:

http://www.apple.com/support/downloads/mac...pdateintel.html

 

 

Thanks

 

 

Thanks for explaining this to him.

[patatrox]

lakewoodlawnman - Thanks for your suggestions but it doesn't seem you read my post, I've done all that you can't install 10.4.9 updates if you're already running it.

 

Actually this is a very valid troubleshooting step, you can typically download and re-apply the OS update from the following location:

http://www.apple.com/support/downloads/mac...pdateintel.html

 

Depending on when you got your Mac Pro, does this firmware update for the nVidia card apply?

http://www.versiontracker.com/dyn/moreinfo/macosx/11287

 

Thanks

[khyron]

lakewoodlawnman - Thanks for your suggestions but it doesn't seem you read my post, I've done all that you can't install 10.4.9 updates if you're already running it.

 

John at Roxio - Thanks, I'll disable the effects, I don't care about them anyway I just wanna see a progress bar! I don't think my Core Video is messed up because tons of other apps which perform those effects work fine, but who knows. I'll just put this off until Leopard when I'm planning a clean reinstall.

[John at Roxio]

For a test, go into the Toast preferences and turn off the option for "Enable enhanced window animations". If this works, you may have a problem with Core Video which is a funciton in the OS that we use for some pretty GUI features.