TROUBLESHOOTING |
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Studio 10 |
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| It is always a good idea to first install the latest patch for your software if you have a problem with the application. If the problem runs without any problems first read the patch notes and then consider downloading and installing the latest patch. |
| The software install’s but stops during installation. |
Fix: There are two ways of fixing the problem. The first is to open the Task Manager while the installation hangs and then end the pixietool.exe process until the installation continues. The second is a safer way of doing it. Read this page and follow the instructions. |
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| The software stops responding when you add a transition or if you simply play back the movie in the timeline. |
Fix: This problem is most likely due to hardware specifications not meeting the recommended requirements. If it meets the requirements it would be a good idea to download and install the latest patch. See top of this section. |
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| Can’t burn a disc in the Make Movie screen. It displays a message “Not valid media” in the disc type box. |
Fix: There were some burning problems on 10.5 and 10.6 and it is more than likely this problem. The 10.8 patch will fix this problem. |
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| Can’t register or activate product. |
Fix: The activation of some of the features like the mpeg 2 encoding HAS to be done over the internet. You will have to connect the computer to the internet and do the activation on that particular machine. |
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| PC with Windows Vista on. |
Fix: Studio 10 was released before Windows Vista was on the shelves thus you need to download a patch to make it compatible. You can check out this page for all the information about patches and Vista installation. |
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| If you are still having trouble with Studio you can also phone 0861 788346 to talk to Pinnacle’s helpdesk directly. |
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Studio 11 |
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| There has been some burning related issues, |
this has been resolved by the latest patch, go to this page to get the latest 11 patch.
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| editing and importing of AVCHD files |
There have also been some issues with the editing and importing of AVCHD files, this has also been improved on the latest 11.1 patch.
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| ProDad plug-in unstable |
The ProDad plug-in that is included in the Ultimate version is unstable and slow. Fix: You can download a patch for the Pro Dad from this page. Please also check that your pc is capable of running ProDad in the Specs section.
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| BIAS Sound Soap Authorization problems |
The BIAS Sound Soap on Studio 11 Ultimate asks to be authorized every time Studio starts up. Fix: please read this page on a full description on how to authorize with or without an internet connection.
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| BIAS Sound Soap Invalid XML error. |
Fix: Please read this page on instructions and a link to the patch to fix this error.
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| If you are still having trouble with Studio you can also phone 0861 788346 to talk to Pinnacle’s helpdesk directly. |
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PVR devices with the TV centre software (TV Mobile, PC PVR) |
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The most general problem on here is the channel scan. |
Fix: Do the following, open up the TV Centre Settings. Click on Channel on the left hand pane. Click on Scan. Put a check box next to your device and click on scan. This will now scan for channels. |
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VISTA compatibility. |
Fix: If you would like to make a Dazzle TV PVR device Vista compatible then you should do the following. You have to remove the old version you have tried to install first, second download the new version of the TV Centre software (4.9) from this page. After you have installed go into the TV Centre software and do a Channel scan. Please make sure that your device is listed as a device to scan. If it is not then your device is not being picked up by Windows. Re-install the device in such a case. |
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Dazzle capturing devices (DVC 100, DVC130, DVC170) |
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The transitions on QuickStart are all locked. |
Fix: The quick start (SE) edition of the software only gives you access to the Standard Titles, Effects and Transitions. If you want more transitions you can either buy them separately or upgrade to the latest version. Please phone us to get contact details of stockists in your area. |
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No preview when the device is plugged in using the Studio software. |
Fix: There are a couple of possibilities with this particular problem. Here are a couple of things that to check.
-Is the device plugged into the USB slots at the back of the pc? (USB slots in the front never run at the same speed as the back ports)
-Is there enough space on the hard drive to capture video?
-Make sure that the device is selected under Setup -> Capture Source? |
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| The software prompts that the Trial version has expired. |
Fix: you have the DVD Recorder, it only comes with a trial version of the Studio 10 quick start software, please contact us if you would like to upgrade. |
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| The DVD Recorder software hangs up on the last scene or on rendering the DVD Menu’s. |
Fix: Please check that you have the latest version of Instant DVD Recorder software installed. The latest version is 2.0 and it is available on this page. Also check the Recommended Requirements page to see if your pc meets the requirements. |
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Audio Cleaning Lab |
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Cannot get a signal when trying to record. |
Fix: The problem could be one of the following. 1-the volume for the channel are muted, 2-the cables aren’t connected properly, 3-he does not have a pre-amp and he needs one for his set up.
1-The customer will need to open the volume control by double clicking on the speaker icon in the bottom right hand corner of the task bar. This will display some volume settings. The customer has to make sure that the channel he is using as an input is displaying and not muted. For instance, he is plugging the vinyl player into the sound card’s Mic input. Open the volume control, make sure that the mic input is displayed and make sure it isn’t muted.
2-the cable set up should be set up in the following manner. The cables from the vinyl player should be plugged into the Vinyl player’s output. If you are using a pre-amp it should then be plugged into the pre-amp’s input and then cables should go from the pre-amps output into the sound card on your pc’s input (Mic or Input). If you are not using a pre-amp then you should be plugging it straight from the vinyl player’s output into your sound card’s input.
3-if the customer needs to use a pre-amp (his vinyl player doesn’t have a build in amp) then he will have to get the XXL version with the pre-amp to boos the signal before it reaches the sound card. |
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Cannot export to mp3. |
Fix: Please contact us to get the activation code if you do not have access to the internet. |
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Movie Edit Pro |
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The video and audio are out of sync. |
Fix: Open up Movie Edit Pro, import the video that you are having trouble with. Right-click above the timeline and select the option “Rebuild frame table”. This normally fixes the problem. If he still has trouble it could be related to the performance of his pc. |
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MP3 Maker |
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Cannot export to mp3. |
This is the most general Magix problem and this requires and activation. The activation is for free and can be one over the internet. However if a customer doesn’t have internet then he can do the following.
-try to convert a file to mp3; it will come up with a box that says you should activate.
-click on the activate button and pick the post or fax option.
-this ill now display a long code to the customer.
- he will need to send this code to us along with his full name, postal address, email address, product name, telephone number.
We send this off to Magix and they send us back the unlock code for this product. It is the same procedure for all other Magix products. |
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GENERAL INFO |
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The most general problem of the DK products is the sound problem with Windows XP SP2. The problem arose with an update from Windows. This affected the sound functionality of some DK products. What happens is that it throws out a sound error and closes the application. Here is the link for the sound problem, http://www.learnatglobal.com/html/xp_sound.html .
Also you can check this page out for any other DK related problems. http://www.learnatglobal.com/html/tech_support.html |
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