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KrisButler

Roxio Online Survey For Game Capture

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Hi,

 

Just received this via email:

 

 

 

 

Dear Roxio Game Capture User,

Please take a few minutes to answer this quick survey. Your feedback is very important to us.

 

 

 

I have filled out the survey- it wasn't pretty... I bought this for my xbox and frankly it is the biggest waste of £79.99 UKP ever.. I work in IT and this package is shockingly bad:

 

1/ Software is buggy and poor- obviously rushed to market without proper testing or design. Also, the amount of complaints on this forum about it, you'd think that Roxio would stand up and say "ok, fair comments- we'll issue a service pack and resolve these issues". Apparently not- many people are stuck with a device that they need to jump through hoops to make work..

 

2/ Lack of 1080p capture and HDMI connectivity- again very poor...the survey suggests that the next version will have this. If this is the case, Roxio MUST offer a trade up (at a good price) for current users of this very immature product.

 

I bought mine from amazon.co.uk- seriously looking at returning it for a different product - one that actually does what it says with software that actually works..

 

 

Anyone from Roxio Tech support want to comment on this, or give an update for any fixes we can expect (although not going to hold my breath). Maybe Roxio should focus on fixing the current product instead of looking at the next one...

 

Yours very aggrieved (and feeling very robbed)

 

Kris

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Hi,

 

Just received this via email:

 

 

 

 

Dear Roxio Game Capture User,

Please take a few minutes to answer this quick survey. Your feedback is very important to us.

 

 

 

I have filled out the survey- it wasn't pretty... I bought this for my xbox and frankly it is the biggest waste of £79.99 UKP ever.. I work in IT and this package is shockingly bad:

 

1/ Software is buggy and poor- obviously rushed to market without proper testing or design. Also, the amount of complaints on this forum about it, you'd think that Roxio would stand up and say "ok, fair comments- we'll issue a service pack and resolve these issues". Apparently not- many people are stuck with a device that they need to jump through hoops to make work..

 

2/ Lack of 1080p capture and HDMI connectivity- again very poor...the survey suggests that the next version will have this. If this is the case, Roxio MUST offer a trade up (at a good price) for current users of this very immature product.

 

I bought mine from amazon.co.uk- seriously looking at returning it for a different product - one that actually does what it says with software that actually works..

 

 

Anyone from Roxio Tech support want to comment on this, or give an update for any fixes we can expect (although not going to hold my breath). Maybe Roxio should focus on fixing the current product instead of looking at the next one...

 

Yours very aggrieved (and feeling very robbed)

 

Kris

 

This isn't Roxio Tech Support. It is a users forum. You can contact Tech Support directly by clicking on the Support link at the top of the page.

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Yeah, because no one from Roxio would grace us with their presence here would they? I mean it's only an official Roxio Forum where many, many of unhappy punters are complaining! ...the product doesn't work..fact! and I'm down £65, and between Roxio and the thieving gypsies at Amazon, it's unlikely that I'm going to get any money back.. poor community service no matter which way you look at it!

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Hear Hear to the above poster!! - I feel your pain too- another £65-£70 wasted??

 

Roxio tech support are not that impressive- any company that has user forums, but no-one from the company that dips in occasionally is poor in my eyes..

 

The bottom line is that this product should not have been released until it was more mature and better tested. You shouldn't have to jump through hoops using alternative software to get this thing working- end of!! The supplied software should work and do "what it says on the tin"

 

The question is... do i wait for Roxio to fix/update the software or cut my losses and return to amazon..?

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Hear Hear to the above poster!! - I feel your pain too- another £65-£70 wasted??

 

Roxio tech support are not that impressive- any company that has user forums, but no-one from the company that dips in occasionally is poor in my eyes..

 

The bottom line is that this product should not have been released until it was more mature and better tested. You shouldn't have to jump through hoops using alternative software to get this thing working- end of!! The supplied software should work and do "what it says on the tin"

 

The question is... do i wait for Roxio to fix/update the software or cut my losses and return to amazon..?

 

 

I've just had a reply from tech support!

 

 

 

 

 

Thank you for contacting Roxio Customer Care.

 

I under stand you have issues with your uploaded video captured through game capture.Please try to reduce the video quality and then try uploading the video.

 

Sincerely,

Chris

Roxio Customer Care.

 

 

 

Please reduce the video quality? so it worked on the highest quality I could get for 2 month's...and Roxio's tech support advice is "please use the 'broken' capture card and put up with less quality..." Mmm now I don't really care for that type of support! :P

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Hi Everybody

 

I have actually been tracking this post since yesterday and have already sent Kris' concerns to product management and got a response late yesterday afternoon, but have just now been able to get back...phew...now THAT is a run-on sentence.

 

Kris: I passed this thread to the people who made the survey and they are aware. I also noticed you have not created a ticket. Your comments for features are inline with what i see on our Facebook page: people want the HD capture. Re bugginess: as someone who has helped lots of people with Game Cap, the most common issues have been meeting the system requirements and background processes (which drain the processing power for a smooth capture) and other applications that work similarly to Game Cap conflicting with the software (codec merit levels. In other threads, and the offer extends here as well, if you wish to submit a DX Diag with the specific issue you are having, i can have it passed to an engineer for review. We have done this in the past and it has helped improve Game Cap and other products.

 

We have a patch for Game Cap coming out in Dec (I know, it's never fast enough) to address some of the issues people are seeing that aren't related to system reqs and some conflicts. I do not have the details on what is being addressed and we do not mention works in progress because they can lead to false expectations.

 

Destri: here I am. ;) Not only am I support, but the Content and Community Manager. Unfortunately, I'm the only community manager for support and I rely heavily on the Gurus to point me to what customers are saying. I'm lobbying very hard to bringing on additional techs into the forum to help out customers, so hopefully the lack of presence will be alleviated soon.

 

To you issue: I read your ticket. I agree the answer from the agent is very sloppy, but not entirely incorrect. If you have left your settings unchanged in Roxio Game Cap and it's worked flawlessly for two months, then I'm not sure if it's Game Cap rather than something else that may have changed on your machine or how you capture. Here are some questions:


  •  
  • Have you installed any new updates for audio or video software?
  • Has the file size of the file changed, i.e. longer than usual?
  • Have you tried going from what you were encoding at, like .avi, to say DivX?
  • What resolution are you capturing at? Are you upconverting to a higher resolution?
  • YouTube has a 15 minute and 2 GB file size limit - have you exceeded that this time? Have you tried rolling back your computer to when it was working fine and giving it another go with a shorter file?
  • Does the same issue occur if you export the file and upload directly to YouTube's website instead of through Game Cap?

 

If you really want to solve this issue, I need you to troubleshoot for me. If we find the solution, I can create an article for what you are experiencing (I also run the KnowledgeBase.

 

I know your frustrated, but I'd appreciate it if you could take the time to answer the questions I have posted honestly and accurately as possible.

 

Thanks,

 

Jon

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Jonatsonic,

 

Thank you for taking the time to add an input to my thread- I will raise a ticket. The only reason I haven't done so yet, is that I have been viewing this forum for about a month and didn't really have faith in Roxio tech support, having seen some of their responses to user's queries.

 

My setup consists of an xbox 360, a dell optiplex 780 3.2ghz dual core, 4gb running windows 7 64bit ultimate with an nvidia 9300 512mb card and game capture only- this is the machine's sole purpose. There is no other software (av,office,etc) installed apart from the latest system drivers. This machine should surely be more than capable capturing.. Vids that are captured are either laggy or sound is out of sync with the game play.. Have tried multiple settings but still unable to gain acceptable results. The videowave program regularly crashes too, so all in all not a positive product experience... It was brought initally for my kids, but I have spent so much time on this, trying to get good results yet all I want to do is chuck it out the window...

 

Can I also ask, who was responsible for the decision to ommit HDMI connectivity on the capture box- a leap backwards in my eyes... both PS3 and xbox use this connection as the preferred connection for best quality, yet Roxio opt for component at a max resolution of 1080i (although realistically it's more like 720 or 576)...crazy

 

I'll try and send a dxdiag output, but answers from support like "lower resolution" or "try different format" are not going to go down well!!!

 

Thanks in advance..

Kris

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:unsure: erm, ok Jon..you surprised me there, I could answer some of your questions right now but will hold off until I can answer tham all, it's 7am here, and I have a banging headache and I'm off to work :huh: so will be straight onto it after work.. Edited by Destri

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  • Have you installed any new updates for audio or video software?

 

No, * more later on this...

  • Has the file size of the file changed, i.e. longer than usual?

 

No, I usually record videos only about 2 mins long,sometimes shorter.

  • Have you tried going from what you were encoding at, like .avi, to say DivX?

Ok have switched recording from AVI to Divx, I have to say the problem doesn't seem to be here in this video (which is encouraging), but that doesn't explain what the problem was? and still means at the moment that I can't recocord using AVI, when for two months I could?

 

Divx Test

  • What resolution are you capturing at? Are you upconverting to a higher resolution?

480p/576p/720p/1080i

 

I am using AVI - than rendering to DivX HD 720p @30fps

 

  • YouTube has a 15 minute and 2 GB file size limit - have you exceeded that this time?

No, my uploaded videos have never been in excess of 4 mins

 

  • Have you tried rolling back your computer to when it was working fine and giving it another go with a shorter file?

Yes, * due to an unrelated problem I had to roll back my computer to day 1! and after re-installing Roxio game capturesoftware/device the problem was still present.

 

  • Does the same issue occur if you export the file and upload directly to YouTube's website instead of through Game Cap?

 

I always upload direct to my youtube account, I didn't know there was a difference?, however I have noticed other people have had problems using the upload to youtube via Roxio.

 

 

Hi Jon, I hope there is enough info to give you an idea of the problem, if my AVI problem can't be resolved, I guess I can use the Divx, quality isn't too compromised, but I would still like to find out what is exactly wrong

 

 

Kris... I beat you :P

Edited by Destri

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Jon

 

 

Done a rebuild tonight..

 

all that is here now is windows 7 and game capture...

 

firstly- am i correct that the xbox component cable should be switched to HDTV? if so, i don't get any signal.. however if i switch it to TV and select PAL M i see a signal and the cap box says ready... (all be it very grainy)DxDiag.txt

 

divx capture is very laggy/jumpy

 

avi is better but the quality on both avi and divx is grainy. avi ends up with a 570mb capture of a 3min lap on forza 3

 

xbox is set to 1080i- should the component block going into the xbox be on hdtv..?

 

Attached is a DXdiag report for machine "gamecapture"

 

Videowave refuses to run full stop??!

Edited by KrisButler

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Hi Kris and Destri

 

Thanks so much for your responses. I'm a bit swamped here :( , but will look through your replies tonight or first thing tomorrow morning at the very latest.

 

Jon

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  • Have you installed any new updates for audio or video software?

 

No, * more later on this...

  • Has the file size of the file changed, i.e. longer than usual?

 

No, I usually record videos only about 2 mins long,sometimes shorter.

  • Have you tried going from what you were encoding at, like .avi, to say DivX?

Ok have switched recording from AVI to Divx, I have to say the problem doesn't seem to be here in this video (which is encouraging), but that doesn't explain what the problem was? and still means at the moment that I can't recocord using AVI, when for two months I could?

 

Divx Test

  • What resolution are you capturing at? Are you upconverting to a higher resolution?

480p/576p/720p/1080i

 

I am using AVI - than rendering to DivX HD 720p @30fps

 

  • YouTube has a 15 minute and 2 GB file size limit - have you exceeded that this time?

No, my uploaded videos have never been in excess of 4 mins

 

  • Have you tried rolling back your computer to when it was working fine and giving it another go with a shorter file?

Yes, * due to an unrelated problem I had to roll back my computer to day 1! and after re-installing Roxio game capturesoftware/device the problem was still present.

 

  • Does the same issue occur if you export the file and upload directly to YouTube's website instead of through Game Cap?

 

I always upload direct to my youtube account, I didn't know there was a difference?, however I have noticed other people have had problems using the upload to youtube via Roxio.

 

 

Hi Jon, I hope there is enough info to give you an idea of the problem, if my AVI problem can't be resolved, I guess I can use the Divx, quality isn't too compromised, but I would still like to find out what is exactly wrong

 

 

Hi Destri

 

Thanks for the detailed info.

 

AVI no longer functioning: AVI is a HUGE file format that takes up a lot of space. It's possible that the clip you are using now is too large and either breaking because of hard drive space limitations (if you have lots of space, then try defragging). Try an AVI that's only a minute as a test. AVI is a pretty standard codec, so weird that it would suddenly fail. But yes, DivX is pretty good so at leats there is a work around if we can't figure it out :(

 

We are also investigating issues with Skype and other audio/video chat services and their updates as possible causes. But again, the roll backs indicate there maybe an update happening that's causing the problem for some users and maybe independent to a roll back if the software has an autoupdate function.

 

Let me know if I missed anything.

 

Jon

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Jon

 

 

Done a rebuild tonight..

 

all that is here now is windows 7 and game capture...

 

firstly- am i correct that the xbox component cable should be switched to HDTV? if so, i don't get any signal.. however if i switch it to TV and select PAL M i see a signal and the cap box says ready... (all be it very grainy)DxDiag.txt

 

divx capture is very laggy/jumpy

 

avi is better but the quality on both avi and divx is grainy. avi ends up with a 570mb capture of a 3min lap on forza 3

 

xbox is set to 1080i- should the component block going into the xbox be on hdtv..?

 

Attached is a DXdiag report for machine "gamecapture"

 

Videowave refuses to run full stop??!

 

Hi Kris

 

Yes, it should be set to HD and ot "TV", but your console system should also be set to NTSC-M. I know it's counterintuitive if you use PAL, but NTSC-M works best.

 

Laggy capture: as I mentioned to Destri, defrag your hard drive.

 

 

What I noticed in your DXDiag is that you have a Hauppauge WinTV 88x TS Capture device in your PCI? If so, this is a similar capture function as to our system and maybe competing as far as codecs and resources go. I'm not going to ask you to remove it, but I am suggesting that it could be creating problems and conflicts.

 

Let me know if I missed anything.

 

Jon

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Jon,

 

You say console setting should be NTSC-m ...I take it you mean in the roxio program, as being in the uk, I think the xbox is pal only.. can't change it from pal to ntsc (I maybe be wrong..will check)

 

The Hauppauge card has been removed and the system rebuilt today in work, with just window 7, latest drivers for video/audio, windows updates and roxio game capture..

 

Will try later on, and report back if ok..

 

I updated my webticket too..I am prepared to test any update you are testing internally- I am well versed in beta testing, and with my home server, can re-image back to a good build within minutes.

 

Many Thanks

Kris

Edited by KrisButler

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Thanks for the time and info Jon, I've done a coule of more test videos with Divx, and to be honest all works well and seems to be much less MB hunry than AVI, at the moment this is going to be the way forward for me, I may try AVI again at a later date, but for now, I'm good! thank you for your assistance in this matter:D

 

 

Kris:

 

You say console setting should be NTSC-m ...I take it you mean in the roxio program, as being in the uk, I think the xbox is pal only.. can't change it from pal to ntsc (I maybe be wrong..will check)

 

Yes, NTSC is the correct setting over what should be PAL? and it will let you choose which to set it too, it's in the capture menu at start up. weird but it just works.

Edited by Destri

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Doin better than me. Mine worked flawlessly for a month and all of a sudden, the capture app wont even load. Tech support freakin sucks. They're absolutely dumb. I have had a web ticket opened for 5 days and they have told me to do the same thing multiple times to fix the problem. If it didnt work the first few times, why would it all of a sudden work now. I keep getting canned responses. I want a refund. Nothing in my configuration has changed in two weeks. All I have did was install windows updates. For this thing to be W7 compatible, it sure isnt acting like it since installing updates. Im not about to uninstall W7 updates for some crappy software to work again. I'd rather just get a refund and get the Hauppage Colossus like I should have done in the 1st place. Im done with roxio. My YT channel is about to fail, because I cant produce any content. Thanks a lot roxio.

DxDiag.txt

Edited by RamboReloaded

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I'm gonna stick with Jon and see what tech support come up with.. tech support have one chance, before it gets returned to amazon for a trade up to a hauppauge colossus.

 

I want this to work, but there a limit to the time i am prepared to invest on this..

 

In fairness to Jon, his replies have been prompt and helpful..just need to get it working!

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I've already spent the last 5 days working on it and dealing with tech support. If its not resolved by Monday, I want a free shipping label and a full product refund. There are complaint threads all over this forum. I see why there are so many of these things on Ebay and Amazon now

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I've retried again- still can't get a signal when connector going into xbox is switched to "HDTV"- only shows picture on screen when switched to "TV"...

 

Capture quality is shocking, and jumping... I am totally "tit's off" with this device... just email amazon about returning it as defective and trading up to the Hauppauge Colossus as RamboReloaded mentioned. I've got several Hauppauge devices and they have never let me down so unless Roxio can magic up a fix-all solution, it's history and my fellow FB and twitter friends are going to hear about it...

 

Very Tired and stressed currently....

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I've already spent the last 5 days working on it and dealing with tech support. If its not resolved by Monday, I want a free shipping label and a full product refund. There are complaint threads all over this forum. I see why there are so many of these things on Ebay and Amazon now

 

Hey Rambo

 

I reviewed your DXDiag file from your ticket.

 

First thing is that the capture devices isn't being listed in your sound input. I relaize you may have disconnected it, but make sure the USB captuire devic eis reocgnized by your machine when you connected it. For safety, once you connect it, go to your Device Manager (Start > Control Panel > Device manager) and see if it's listed and functioning without errors.

 

If it's not being recoginized, try reinstalling with the device attached and see if it helps.

 

I also see you have Ulead installed - which may do a lot of the same things that our software does and create conflicts. LIke I mentioned to Kris, I don't want to recommend you remove it, but there could be some conflicts there. I'll leave it up to you as I'm not sure if you have any projects with it, etc.

 

Again, out of curiosity, do you have anything video or audio chat software like Skyre or for games on your machine?

 

Thanks,

 

Jon

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I've retried again- still can't get a signal when connector going into xbox is switched to "HDTV"- only shows picture on screen when switched to "TV"...

 

Capture quality is shocking, and jumping... I am totally "tit's off" with this device... just email amazon about returning it as defective and trading up to the Hauppauge Colossus as RamboReloaded mentioned. I've got several Hauppauge devices and they have never let me down so unless Roxio can magic up a fix-all solution, it's history and my fellow FB and twitter friends are going to hear about it...

 

Very Tired and stressed currently....

 

Hey Kris

 

I'm sorry I couldn't help you further and it's been a frustrating experience for you. I do suspect there is a conflict between the two devices, and again, I'm not keen on telling people to tear their machines apart if one is working fine.

 

I'm going to pass this whole thread to our product team and see what they can do since I have your DXDiag and can reference Rambo's in his ticket. They can usually do testing and hopefully get tot he bottom of this.

 

Thanks for the feedback you provided and hopefully it will help others in the very near future.

 

Jon

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Jon,

 

The Hauppauge card was removed tonight and the system re-imaged..

 

Until amazon reply back (I fear I may be stuck with this device now), I want to get to the bottom of why it is not working...

 

so any further pointers?

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Doin better than me. Mine worked flawlessly for a month and all of a sudden, the capture app wont even load. Tech support freakin sucks. They're absolutely dumb. I have had a web ticket opened for 5 days and they have told me to do the same thing multiple times to fix the problem. If it didnt work the first few times, why would it all of a sudden work now. I keep getting canned responses. I want a refund. Nothing in my configuration has changed in two weeks. All I have did was install windows updates. For this thing to be W7 compatible, it sure isnt acting like it since installing updates. Im not about to uninstall W7 updates for some crappy software to work again. I'd rather just get a refund and get the Hauppage Colossus like I should have done in the 1st place. Im done with roxio. My YT channel is about to fail, because I cant produce any content. Thanks a lot roxio.

 

It worked before the Windows updates, and it hasn't worked since the Windows updates. D-amned Roxio?

Edited by grandpabruce

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Hey Rambo

 

I reviewed your DXDiag file from your ticket.

 

First thing is that the capture devices isn't being listed in your sound input. I relaize you may have disconnected it, but make sure the USB captuire devic eis reocgnized by your machine when you connected it. For safety, once you connect it, go to your Device Manager (Start > Control Panel > Device manager) and see if it's listed and functioning without errors.

 

If it's not being recoginized, try reinstalling with the device attached and see if it helps.

 

I also see you have Ulead installed - which may do a lot of the same things that our software does and create conflicts. LIke I mentioned to Kris, I don't want to recommend you remove it, but there could be some conflicts there. I'll leave it up to you as I'm not sure if you have any projects with it, etc.

 

Again, out of curiosity, do you have anything video or audio chat software like Skyre or for games on your machine?

 

Thanks,

 

Jon

 

Those programs were installed AFTER my Roxio stopped working in attempt to still be able to create content. They have now been deleted and cleared from my registry as well.

 

Under Sound, game, and video controllers Roxio is listed twice and both are working properly.

 

I have a few games installed, but they have been on my PC for months and I have not had any issues until about a week ago.

 

Everything that I installed after the and on the day the PVR stopped working have been deleted from my PC.

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