Cannot open activated PDR11 - crashes every time

Icaru

Newbie Joined: Jan 14, 2013 08:34 Messages: 6 Offline

Solved by

Jan 17, 2013 05:25

I just bought and installed PD11. It installed and activated fine, but I cannot open it, it always crashes on opening. Error: "PDR11.exe has stopped working."

Prior to installation I uninstalled, then deleted all references to my previous PD8 version. Then I used CL_Cleaner and CClean. I then checked the registry for references to any component of Cyberlink ... none. And I deleted all old Cyberlink folders before installing PDR11.

Quicktime, latest version, was installed from within PD11.

My computer is an HP Pavilion dv6 Entertainment with 6 GB Ram and running Win 7 Home Premium. Hard drive is OCZ-Vertex4 SSD (SATA III) with 75 GB available.

I do not do heavy video work, made only 1 small film in PD10 on my previous computer, now want to edit it.

<?xml version="1.0" encoding="UTF-16"?>
-<CrashInformation VERSION="1.0">
<ID Value="5C5021F1-84BA-499C-B712-B62E4B7F9B4F"/>
<UUID Value="S-1-5-21-64622524-3124189193-487086449-1003"/>
<SR Value="VDE121019-01"/>
<ProductName Value="PowerDirector"/><AppName Value="PDR11.exe"/><AppVersion Value="11.0.0.2418"/>
<VersionName Value="11.0"/><VersionType Value="Ultra"/>
<Is64BitOS Value="1"/>
<OSName Value="Windows 7 Home Premium Build 7601 Service Pack 1"/>
<GDICount Value="988"/>
<VMSize Value="359 MB"/>
<VGAName Value="Intel(R) HD Graphics" DriverVersion="8.771.1.0"/>
<VGAName Value="ATI Mobility Radeon HD 6550 " DriverVersion="8.771.1.0"/>
<ModName Value="Unknown"/><ModVersion Value="0.0.0.0"/>
<ExceptionCode Value="0xC0000005"/>
<Offset Value="0x00000000035C9D20"/>
<SendLogUrl Value="http://boomerang.cyberlink.com/prog/util/boomerang/sendlog.jsp"/>
</CrashInformation>

ANY SUGGESTIONS OR DO I ASK FOR A REFUND ? MANY THANKS IN ADVANCE.

Dafydd B

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

Jan 17, 2013 05:47

Hi Icaru,
Please provide the diagnostic information as laid out in the guide, Part B: http://forum.cyberlink.com/forum/posts/list/24771.page
The information will allow editors to assess your computer and look for possible causes for the display problem you are encountering.

Updating your graphic card drivers and Quicktime may be a simple solution to your problem. Please visit their websites and download the latest.

Dafydd

Icaru

Newbie Joined: Jan 14, 2013 08:34 Messages: 6 Offline

Jan 17, 2013 06:35

1. OS - Win 7
2. PD11, version ? - cannot open to see but is newly purchased on Jan 17, assume latest version
3. Which SR number - cannot see it, program does not open
4. What kind of video source material used (codec / container), extension? - NA
5. description of the problem. - Program does not open.
6. anti-virus installed - Norton Internet Security - latest, updated
7. What codec packs installed? - KLite + those installed by Cyberlink
8. What other video editing programs are installed - none
9. What burning software is installed on your PC? - ImgBurn - burning not an issue

12. dxdiag files attached

Filename	Icaru64DxDiag.txt	Download
Description
Filesize	46 Kbytes
Downloaded:	319 time(s)

Filename	IcaruDxDiag.txt	Download
Description
Filesize	41 Kbytes
Downloaded:	358 time(s)

Dafydd B

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

Jan 17, 2013 07:01

Hi Icaru,
Please update your graphic card drivers, they are over 3 years out of date.

Driver Attributes: Final Retail
Driver Date/Size: 9/9/2010 22:52:02, 37376 bytes

Free up some more space on your "C" drive if you intend editing HD video.

Dafydd

Icaru

Newbie Joined: Jan 14, 2013 08:34 Messages: 6 Offline

Jan 17, 2013 09:19

I tried to update the graphics driver but it is an OEM version and when I installed a newer one, the entire video system crashed. It took me 3 days to recover everything. I contacted ATI and HP, they both said there is no newer OEM driver that I can install. If that is the only problem, then I cannot run PD11 on this computer.

Moreover, if I try to update the drivers through Device Mgr, I am told that both are the newest available for my graphics card.

Previous to PD11 I successfully ran and used the PD10 updated from version 8. No problems of any kind. However, I cannot succeed in reinstalling the paid update from 8 to 10, even though it is the same computer (but a different hard disc and computer name). When I reinstalled the original PD8 on this machine, then tried to reinstall the purchased PD 10 update, I got a message saying that my version 8 is a 'trial' but it is not. It is the OEM version supplied with the computer and which was successfully updated on my previous hard drive. Because I couldn't update PD8 to at least PD10, I bought PD11 full package which now doesn't run at all.

This message was edited 2 times. Last update was at Jan 17. 2013 10:26

Icaru

Newbie Joined: Jan 14, 2013 08:34 Messages: 6 Offline

Jan 17, 2013 12:59

SOLVED ! After 9 hours of trying everything, here is what worked to stop PDR 11 from crashing.

I have 2 video drivers: ATI Mobility Radeon HD 6500 and Intel HD. After reviewing performance and error messages from my system, I saw that ATI had a conflict and rich video was crashing. I disabled the Intel HD video driver and bingo -- I was able to open the PowerDirector 11 software normally.

Hope this works for anyone else with this problem. It is definitely a graphics driver problem but I did not / could not update my drivers. Worked just by disabling one of them.