PD 14 crashing when clicking on "Capture from Screen"

DavidF451

Newbie Location: NONE Joined: Dec 27, 2015 18:22 Messages: 10 Offline

Solved by

Jan 05, 2016 19:34

Good afternoon,

I bought PD 14 Live from the web site www.cyberlink.com a couple of weeks ago.

I downloaded all of the software and then registered it as instructed. Everything is fine with the exception of when I click on "Capture from Screen" the program crashes. It keeps asking me to register the program but I have already done that.

I have been e-mailing someone in India via Technical Support back and fourth but he can't figure it out, I called the number on the web site but they want $29.95 from me which I am not paying.

I did pay for a back-up disc which arrived in the mail yesterday.

Should I un-install the program and re-install it again from the disc or is there another solution?

Thanks,

Dave...


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Dafydd B

Senior Contributor Joined: Aug 26, 2006 08:20 Messages: 11973 Offline

Jan 06, 2016 05:49

Hi,
1. Please take a snapshot of the About window.
See Guide, Part A, http://forum.cyberlink.com/forum/posts/list/45453.page
Attach the image to a reply.
2. Please supply your Support Ticket ID and if we can't help, then I'll ask CyberLink Head Office to investigate.
Dafydd

DavidF451

Newbie Location: NONE Joined: Dec 27, 2015 18:22 Messages: 10 Offline

Jan 10, 2016 21:08

Thank you, I am not going to supply a screen shot as it has my S/N on it and my full name, doesn't feel safe posting that to a public forum.

However the version is: 14.0.2302.0

Here is the Support Ticket number: [Cyberlink] Online Customer Support (QuestionID = CS001557506)

Since I have posted this my set of backup discs have arrived in the mail, should I just un-install and then re-install the software?

Thanks,

Dave... NONE

tomasc

Senior Contributor Joined: Aug 25, 2011 12:33 Messages: 6464 Offline

Jan 10, 2016 21:45

Before submitting that about window screenshot you can always mark out your user name in paint first. It is not your serial number in that screen. It is the version and build number of PD14.

DavidF451

Newbie Location: NONE Joined: Dec 27, 2015 18:22 Messages: 10 Offline

Jan 10, 2016 22:50

The only window under help includes the S/N and my name. I am seeing anything with a build number on it, I followed your link above and I am getting the same window.

I have un-installed the software from Windows 10 and re-installed the software from the discs, I am getting the same error message.

Any help to resolve this would be greatly appreciated.

Thanks,

Dave...


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Dafydd B

Senior Contributor Joined: Aug 26, 2006 08:20 Messages: 11973 Offline

Jan 11, 2016 05:20

The SR number is NOT your activation key. It is used by CL Online Support to ID the version more fully. I have no problem blanking off your computer name, quite right to do so.
Dafydd

Dafydd B

Senior Contributor Joined: Aug 26, 2006 08:20 Messages: 11973 Offline

Jan 11, 2016 05:25

Please provide a diagnostic file. See the same guide as before, Part B.

I'm wondering if you have the latest Nvidia driver and the GeFore Experience issue where PDR crashes. Let's have a look at the diagnostic and such. Uninstalling GeForce Experience will cure the crashing or reverting to an earlier driver. Make sure you "blank" the computer name in the diagnostic.

Dafydd

This message was edited 1 time. Last update was at Jan 11. 2016 05:27

DavidF451

Newbie Location: NONE Joined: Dec 27, 2015 18:22 Messages: 10 Offline

Jan 11, 2016 13:24

Thank you, here is the video card information:

Video card NVIDIA GeForce GT 720

Card memory 2.00

GBProvider NVIDIA

Card version10.18.13.5362 07-22-2015 NONE

Dafydd B

Senior Contributor Joined: Aug 26, 2006 08:20 Messages: 11973 Offline

Jan 12, 2016 04:34

Diagnostic?

I'm running 3.55. I've read that 3.59 is ok. You have 3.53.

Dafydd

This message was edited 1 time. Last update was at Jan 12. 2016 04:44

Anonymous

Jan 12, 2016 05:51

Methinks that old culprit GeForce may well be the villain of the piece here again. Seems to be popping up a lot of late, Hmmm....!

Cheers!

Neil.