You would think that unless every copy of PD won't open then there must be something different with YOUR computer not the software.

Find out the thing that is different with YOUR computer and you will find out why it won't open. Just a hint check that Quicktime is actually installed or at least update it.

I do agree though PD support is pretty lame. My youtube channel====> http://www.youtube.com/user/relate2?feature=mhsn

You would think that unless every copy of PD won't open then there must be something different with YOUR computer not the software.

Can't be the computer. It must be CyberLink's fault. __________________________________
CORNBLOSSOM

You're absolutely right! The lack of response from CyberLink's tech support is INDEED CyberLink's fault.

I have never received poorer technical support from a software company since installing our company's first computer in 1982. Not one of my FIVE requests for help to CyberLink tech support was answered within 5 business days!

I am not the only person on this forum that has experienced the same problem with this software. (Note the response to my first request for help on this forum, which was 6 weeks ago.)

The user feedback on PC Magazine's review of this software also includes complaints about it freezing and crashing.

There's nothing unique about this computer:
Intel i7
24GB
ATI 5800
128GB SSD
All drivers updated. Quicktime installed & current.

At the time I installed PD9 there was NO other software installed on this computer, so no potential conflicts. Yet since then I have installed MediaComposer, Premiere Pro, Premiere Elements, Pinnacle Studio 14, and Avid Studio 1.0 and they ALL run without problems.

You would think that unless every copy of PD won't open then there must be something different with YOUR computer not the software.

Since CyberLink's tech support can't tell me what to look for, why don't YOU tell me? Ron
www.TheRaceReport.TV

Well the first thing would be to supply us with parts A and B in this link.

http://forum.cyberlink.com/forum/posts/list/7958.page My youtube channel====> http://www.youtube.com/user/relate2?feature=mhsn

Just a couple of things looking at the limited information about your system before you supply a proper dxdiag.txt file.

1. According to this Cyberlink page your ATI 5800 graphics card is not supported.
http://www.cyberlink.com/products/powerdirector/requirements_en_US.html

2. The stranger thing is on the ATI driver page even though the heading says driver for 5800 card only the 5850 and 5870 cards are specifically mentioned it does not list 5800.
http://forum.cyberlink.com/forum/recentTopics/list.page;jsessionid=C747DA6B00F9A9C58B0489D1504D72FE My youtube channel====> http://www.youtube.com/user/relate2?feature=mhsn

Well the first thing would be to supply us with parts A and B in this link.

I have already done that. The information can be found on a previous post on this forum. I will, however, go through the excercise again.

Last week, CyberLink tech support sent us the following message...

In regards to your issue, I would suggest you to use our CLCleaner tool for uninstallation and then reinstall it.
I am providing you the link for CLCleaner below :
ftp://154:OYPFYEDW@ftp.gocyberlink.com/new/CLCleaner-PDR7.0-9.0.zip
http://isales.gocyberlink.com/download/CS_Dept/PowerDirector/9/PDR9_ContentPack_1519_VDE100318-02.exe
User Name: powerdirector
Password: J6I9BTCJ
Note: Password valid duration is 2011/3/14 00:00 Hrs ~ 2011/3/20 23:59 Hrs PST. I suggest you to download the software before 2011/3/20 23:59 Hrs PST.

They sent this on Friday afternoon, and by the time we received the email on Monday morning, the PASSWORD HAD ALREADY EXPIRED! Why would they send a password only good on Saturday and Sunday, when we are closed?

Ron
www.TheRaceReport.TV

Windows system info says "5800 series". The actual video card is:

SAPPHIRE 100281SR Radeon HD 5870 (Cypress XT) 1GB 256-bit GDDR5 PCI Express 2.0 x16 HDCP Ready CrossFire Supported Video Card w/ATI Eyefinity Ron
www.TheRaceReport.TV

1. According to this Cyberlink page your ATI 5800 graphics card is not supported.
http://www.cyberlink.com/products/powerdirector/requirements_en_US.html

Apparently you are correct. And I have no intention of buying another video card just to run this software.


So, Tennessee guy... tell me who's at fault....

Adobe, Avid/Pinnacle, and Sony for supporting the ATI 5800 series, or CyberLink for NOT supporting it?

Can't be the computer. It must be CyberLink's fault

Better yet, tell me why after sending the Windows system info to CyberLink tech support six weeks ago, why didn't THEY identify the problem?

I never got to evaluate their software, but their tech support gets an "F". Ron
www.TheRaceReport.TV

Thanks for the extra information. Your system appears to be powerful enough to easily handle PD. When you get the chance we will still need a dxdiag.txt.

If after looking at your specs and if everything still looks fine I would say you may need to contact Cyberlink again and get a copy of the CLCleaner. You may have a currupt installation.

Although I still find it weird that PD supports these cards but not the 5800 series. There must be some reason for it.
Radeon HD2600 and above
Radeon HD4600 series
Radeon HD5600 series
Radeon HD6800 series
My youtube channel====> http://www.youtube.com/user/relate2?feature=mhsn

Sorry can't answer your questions I am just an editor trying to help fellow editors. My youtube channel====> http://www.youtube.com/user/relate2?feature=mhsn

I agree, and I genuinely appreciate your help in identifying the problem. I sincerely hope that you and yours were not impacted by the terrible flooding in recent weeks.

Although the problem appears to be the video card, I will still send the info file.

Unfortunately, I cannot recommend PD9 to my students due to the lack of tech support by CyberLink.

Best regards,
Ron Hills
Race Report Productions Ron
www.TheRaceReport.TV

Quote: I agree, and I genuinely appreciate your help in identifying the problem. I sincerely hope that you and yours were not impacted by the terrible flooding in recent weeks.

Although the problem appears to be the video card, I will still send the info file.

Unfortunately, I cannot recommend PD9 to my students due to the lack of tech support by CyberLink.

Best regards,
Ron Hills
Race Report Productions

Hi Ron

Tech support are almost useless - one of the main reasons I use this product (PD8 BTW) is because of the members of this forum.

The knowledge they possess is amazing and by far better than any technical support centre.

And the tutorials on Youtube by PDToots and tutorials on See My World on Videos are pretty awesome.

I do not profess to know why CL does not support your video graphics card but I can guarantee you that most members on this forum share the same passion of video editing as you obviously do and are only too willing to offer their time to assist others.

If you can get your hands on a copy of PD8 (not sure if your card supports this version either) I would recommend that you do. PD9 is a bit like Windows Vista - the one they wished they hadn't released

The link for the CLCleaner is http://forum.cyberlink.com/forum/posts/list/15688.page

Good luck with your video editing. Happing editing

Best Regards

Neil
CubbyHouseFilms
My Youtube Channel
My Vimeo Channel
PD3.5, 5, 6 & 7. Computer: Dell Dimension 5150, Intel Pen. 2.80 GHz, 2GB RAM, NVIDIA GeForce 8600GT 256MB, Windows XP Pro!!
PD8 Ultra v3022. Computer: Dell Studio 1747, Intel, i7 Q740 1.73 GHz, 8GB RAM, ATI Mob. Radeon HD 560v 1GB, Windows 7 Ult. 64
PD10 Ultra v2023. Computer: HP Pavilion dv7, Intel, i7 2630 2.00 GHz, 8GB RAM, ATI Mob. Radeon HD 6770 2GB, Windows 7 Pre. 64
PD12 Ultra v2930. Computer: HP Pavilion dv7, Intel, i7 2630 2.00 GHz, 8GB RAM, ATI Mob. Radeon HD 6770 2GB, Windows 7 Pre. 64
PD13 Ultim v3516. Computer: HP Pavilion dv7, Intel, i7 2630 2.00 GHz, 8GB RAM, ATI Mob. Radeon HD 6770 2GB, Windows 7 Pre. 64
PD16 Live v2101 Computer: HP Pavilion dv7, Intel, i7 2630 2.00 GHz, 16GB RAM, ATI Mob.Radeon HD 6770 2GB, Windows 7 Pre. 64
Director Suite 6: PowerDirector 16 Live, PhotoDirector 9, ColorDirector 6, AudioDirector 8

Cameras: Sony(s) HXR-NX5P, HXR-NX70P, NEX-VG10E, a6300 4k, HDR TG5E, GoPro 4 Black, Canon 6D DSLR

Visit PDtoots. PowerDirector Tutorials, tips, free resources & more. Subscribe!
Full linked Tutorial Catalog - PDtoots happily supports fellow PowerDirector users!

No problems Ron, and no I wasn't affected by the flooding.

On the support problem, I have been using video editors for many years and I must say one of the major reasons I have stuck with PD is because of this forum. It has some very knowledgeable and helpful people.

I moved to PD because my last editing software support didn't even have the courtesy to reply and my question on their forum was finally answered 2 months later.

If only companies realised how important support is for their businesses. A person who has a good result will tell 2 people a person who has a bad result will tell 10 people.

Cheers

Robert2 S My youtube channel====> http://www.youtube.com/user/relate2?feature=mhsn

TheRaceReport2011_DxDiag.txt is attached Ron
www.TheRaceReport.TV

Robert, thanks again for your help. It's 5 AM and I've been here for 20 hours so I'm heading home for some sleep.

I'd be very curious to learn why CyberLink does not support the ATI 5800 series, as it includes some very popular cards for professional video editing. If anybody knows, please respond.

Thanks,
Ron Hills
Ron
www.TheRaceReport.TV

Ron,

Just to add another voice: Yes, CL support is appalling. However, how much support do you get from, say, Microsoft, when their various operating systems behave badly. In the case of Microsoft, it is the support forums where the answers lie. Same for Real (media players) or iTunes. The reasons may be different, but the message is the same - always use software which has a thriving and enthusiastic user community.

My experience is that forum users will bend over backwards to help as long as a user has the tenacity to supply the required information. Look at how quickly the incompatibility of your 5800 series board was picked up.

May I tactfully suggest that you reconsider dumping an excellent bit of software from your recommendations, but go ahead and recommend with a caveat about the support and a URL for the forum! i7 980x; W7 Pro; 12GB; Nvidia GTX 285; 2x300G Velociraptors in Raid 0; 2x1.5TB Barracuda in Raid 1; 2TB WD Studio Ed.II (eSATA); NEC SpectraView Reference 2690 + MultiSync EA232

Thanks again Ron for the dxdiag.txt. Nothing jumps out at me, you have the same cpu as me. The only difference is I am running Win7 64 bit home premium, 6 gig of ram and an NVIDIA gtx460 graphics card.

I would say have a go at the CLCleaner that Neil supplied for you and I hope it works.

Cheers

Robert2 S My youtube channel====> http://www.youtube.com/user/relate2?feature=mhsn

Hi Ron,

I certainly do not want to take you on. The blast of your wrath practically withers the grass in my yard! Poor Malibu.

However, as you can see from my post, my puny little lap top allows me to use PD9 without issues. I have never needed to contact tech support. This forum has been more than adequate for my needs.

Please allow me to observe that your refusal to allow your students to use PD9 is, in effect, imposing a penalty upon them because of your graphics card.

This little consumer program, costing around $100.00, allows me to easily edit 10 hours of AVCHD files on one timeline, using a 64 bit OS. Once imported, it takes about 15 seconds to reload the 10 hour video on the timeline from my hard drive. I do not know the maximum limit it can handle. I can employ 100 video &/or audio tracks, linked or unlinked, editing to a precision of one frame, with transitions, PIP, and many powerful tools.

It is truly unfortunate that the mind boggling hardware you are using has the wrong video card. sincerely mean that. I wish your experience had been as flawless as mine.

It is also true that Cyberlink should, and probably will, eventually accomodate your card. They apparently know that they cannot do so now. For the professional market, this flaw might deserve a rant. However, for now, you are not in their target market unless one of the experts on this forum knows a work around for you.

Personally, I hope a blanket accomodation of all hardware would not push the price up on this very fine, even superb, consumer product. I would like the whole world to have access to it. I really like it. If you allow your students to learn on it, you will not be disappointed. It is really good.

In the meantime, I do not know what it takes to sufficiently beef up customer support, but, as you now know, this forum is really good too. It also supplies a large array of tutorials and advice on how to use PD9.

Congratulations Malibu. Once again, you have performed a much needed service to other members. I love this place and I admire your long dedication to it.

Pax

Laptop PC, ASUS
Core i7 Q 720
Win 7, 64-bit
RAM 8GB DDR2
Graphics, NVIDIA GeForce GTS 360M 1GB DDR5

Hello SeptimusFry,

If Robert is an example of the other members, then this is indeed an outstanding forum. Perhaps I will try this software on one of our older computers, if it happens to have a compatible video card. Having just spent more than $50,000 building our 4th edit suite, I am not going to make any changes at this time. Everything (except PD9) is working perfectly.

CyberLink is losing a significant market share by not support the 5800 series of video cards.

Another thing CyberLink needs to examine is capturing the new mfx container. We are purchasing our first of 3 Canon XF300 cameras, which use the new format, and the other software manufacturers are adding this format to their products in the coming weeks.

Thanks and best regards,
Ron Hills
Race Report Productions


Ron
www.TheRaceReport.TV