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I hear your pain....
I am still waiting for a reply from CL tech support after more than 2 weeks. I sent them the dxdiag file and information they requested, and have heard nothing back from tech support person Bedi.
There are some GREAT people on this forum, many who have offered suggestions to my problem.
But one fact remains... after more than 2 months I have yet to see what PD9 looks like, since it will not open.
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CyberLink tech support is the worst I've encountered in 29 years. After 6 weeks I am still trying to get this program to run. You will find some really great people on this forum!
Good luck
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Sounds like you had a busy day, Bubba.
I saw the post you referred to regarding the kernelbase.dll issue with Vegas, and the result was that the Vegas project file was corrupt.
But what this shows is that there is a problem with the Vegas project file. Which is why I attached it to my ticket to Sony! I was hoping they could diagnose the error in the project file, but instead, of course, they blame the system.
His error messages were occuring during rendering.
In my case, I don't have any project files because PD9 won't open. I am going to try it on a different computer, if I can find one with a PD9 compatible video card. My new Asus laptop is also not on the PD9 approved list. Or I can just use the PD9 disk as a coaster.
I am very impressed with the number of people on this forum willing to share their time to help, you included.
I'll pick up where I left off tomorrow.
Many thanks to all,
Ron Hills
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Robert, I really appreciate all your suggestions.
Just for the hell of it, at 6 AM (11 hours ago) I posed a question to Adobe tech support about Premiere Elements. I have already received the answer.
CyberLink... take a lesson!
THIRD WORLD TECH SUPPORT
"You get what you pay for"
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Question: Is anyone else running PD9 from a solid state drive?
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STILL NO LUCK!
After running CL Cleaner, updating drivers & Quicktime, and reinstalling PD9 it still fails to open, with the following error log data...
- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2011-03-26T20:48:17.000000000Z" />
<EventRecordID>91184</EventRecordID>
<Channel>Application</Channel>
<Computer>MASTER-2010</Computer>
<Security />
</System>
- <EventData>
<Data>PDR9.exe</Data>
<Data>9.0.0.2330</Data>
<Data>4cf4e322</Data>
<Data>KERNELBASE.dll</Data>
<Data>6.1.7601.17514</Data>
<Data>4ce7c78c</Data>
<Data>e06d7363</Data>
<Data>000000000000a49d</Data>
<Data>8c0</Data>
<Data>01cbebf72251f2a7</Data>
<Data>C:\Program Files\CyberLink\PowerDirector\PDR9.exe</Data>
<Data>C:\Windows\system32\KERNELBASE.dll</Data>
<Data>60382b7d-57ea-11e0-ad91-bcaec5227998</Data>
</EventData>
</Event>
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Thanks, Hal!
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Well, I can't try the CLCleaner idea because they did not include a username and password for the ftp download.
The joke that CyberLink refers to as "tech support" just keeps getting funnier by the hour!
Recieved Friday 3/18 from CyberLink...
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Drive: C:
Free Space: 19.7 GB
Total Space: 122.0 GB
File System: NTFS
Model: C300-CTF DDAC128MAG SCSI Disk Device
Drive: E:
Free Space: 5.2 GB
Total Space: 953.9 GB
File System: NTFS
Model: Generic External USB Device
Drive: G:
Free Space: 8.1 GB
Total Space: 1907.7 GB
File System: NTFS
Model: WDC WD20EARS-00S8B1 ATA Device
E: is just a USB portable drive I used for transferring files to a non-networked computer.
G: Archival storage of last year's footage.
C: 128GB SATA SSD programs & OS only
F: is our work drive, with more than 220GB available.
I am going to try running CL Cleaner and reinstalling from scratch. Before installing I will remove & reinstall all ATI drivers and remove and reinstall Quicktime.
Thanks all,
Ron Hills
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Carl, you are correct. I have never even seen PD9 because it will not open.
However, the latest patch I downloaded and installed was CyberLink.2702_Patch_VDE110120-07.exe.
I am back at the studio so I will begin trying some of the suggestions posted today and report back on the results.
Thanks to all who are trying to help solve this puzzle.
Ron Hills
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Dave;
On all of the systems I build, I puchase an OEM Windows 7 Professional from Newegg.com. As vanilla as Ben & Jerrys.
Pax;
I just checked checked my Asus N71Q, and it has an ATI 5730, ANOTHER FRIKKIN' video card that CyberLink DOES NOT SUPPORT. To add insult to injury, it came with some CyberLink DVD software installed!
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Pax,
The reason I said I can't recommend this software to my students is not because of the forum, or the video card. It's because of the lack of tech support. IMO, tech support should have identified the video card issue when I sent them the dxdiag report 6 weeks ago.
The 30 days of free phone support should have been available for questions about how to use the software. The free phone support ended two weeks ago. The one time I tried calling tech support, I hung up after 30 minutes on hold.
I will say that I have never waited more than 1 business day for a response from Adobe. I've never used Avid or Sony Vegas tech support, so I don't know about them.
Maybe I'll try loading it on my Asus N71 laptop and pray that the computer doesn't self-destruct like an episode of Mission Impossible.
Best regards,
Ron Hills
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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
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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
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TheRaceReport2011_DxDiag.txt is attached
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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
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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".
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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
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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...
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?
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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?
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