CyberLink took WEEKS to finally get back to me and that was just to ask for a video sample. CyberLink should be ashamed of themselves. They have provided horrible customer service. It's not right. Really bad.

Hi Josh330,
I gave the samples you provided some time ago. The shadow file generation is the issue in my view. The audio problem is likely to do with your computer. I cant replicate and neither can anyone else.

Please note that "Terminals" issue is not the same as yours and the avi container in your case uses the "cheap and cheerful" mjpg codec. The mjpg codec has a known audio issue for some users, please google mjpg.

You may want to consider getting a different camera to capture your videos on and select mp4 format.

It has already been suggested for you to run your video through a video converter, I did something similar recently while I was testing and creating specific profiles to play in a device. One source that I looked at suggested a paid for software but in the end I went for the free one Handbrake - did the job for me. Give that a try and workaround your issue and move forward.

Just an opinion.

Dafydd

The point is that everyone ASSUMES that there is something wrong with my computer but no one has proved that. Why doesn't everyone assume it's something wrong with CyberLink?? That makes no sense.

The fact is that I spent $60 on a product that doesn't work and I get suggestions for workarounds that cost MORE money such as buying another camera. Or now I need to download another program to convert files which means I need more hard drive space since I will have two files of each video.

Why doesn't CyberLink call me or email me with some type of compensation for a product that doesn't work? This is the worst customer service ever.

You say that the "mjpg codec has a known audio issue for some users, please google mjpg." Can you please point me in the right direction? I can't find anything.

Quote: The point is that everyone ASSUMES that there is something wrong with my computer but no one has proved that. Why doesn't everyone assume it's something wrong with CyberLink?? That makes no sense.

The fact is that I spent $60 on a product that doesn't work and I get suggestions for workarounds that cost MORE money such as buying another camera. Or now I need to download another program to convert files which means I need more hard drive space since I will have two files of each video.

Why doesn't CyberLink call me or email me with some type of compensation for a product that doesn't work? This is the worst customer service ever.

You say that the "mjpg codec has a known audio issue for some users, please google mjpg." Can you please point me in the right direction? I can't find anything.

Question 1: Answered with a question, who else has replicated your issue? I cant and neither can other editors. Your video/audio plays fine for us. So how can any of us or cyberlink solve your "audio" issue? Try other video files and see if the issue replicates for you.

Workaround: I pointed you to a FREE file converter. Have you tried to convert the video file and place it in your computer/PDR14's Track 1? Have you done anything to see if the converted file replicated the issue you have with the original video files? If not why not? The link tomasc gave earlier pointed out a few things about m-jpeg, I'm sure if you look using a seach engine, you'll find more.

Calling or emailing. I don't know what you've asked CyberLink's online support to do.

If you're dissatified with CyberLink's software, you can apply for a refund. Perhaps, as you're so unhappy, you should go that route and get your money back. Refunds I believe, are available so long as it is within 30days of the purchase and bought online via CyberLink.

Best of luck with whatever you decide.

Dafydd

I downloaded GSpot to see if I have the right Codecs. For the the AVI files it gave a message that:

File truncated in the "legacy index" area.
1,023 MB (1,048,572 KB / 1,073,738,728 bytes) are missing

Do you know what this means?

Hello? Can someone please provide assistance? Thanks.

Can you provide the answers to the questions asked?

What are talking about!?!?

Quote:

Quote: The point is that everyone ASSUMES that there is something wrong with my computer but no one has proved that. Why doesn't everyone assume it's something wrong with CyberLink?? That makes no sense.

The fact is that I spent $60 on a product that doesn't work and I get suggestions for workarounds that cost MORE money such as buying another camera. Or now I need to download another program to convert files which means I need more hard drive space since I will have two files of each video.

Why doesn't CyberLink call me or email me with some type of compensation for a product that doesn't work? This is the worst customer service ever.

You say that the "mjpg codec has a known audio issue for some users, please google mjpg." Can you please point me in the right direction? I can't find anything.

Question 1: <span style="color: #993366;">Answered with a question, who else has replicated your issue? I cant and neither can other editors. Your video/audio plays fine for us. So how can any of us or cyberlink solve your "audio" issue? <span style="color: #ff00ff;">Try other video files and see if the issue replicates for you.</span></span>

Workaround: I pointed you to a FREE file converter. Have you tried to convert the video file and place it in your computer/PDR14's Track 1? Have you done anything to see if the converted file replicated the issue you have with the original video files? If not why not? The link tomasc gave earlier pointed out a few things about m-jpeg, I'm sure if you look using a seach engine, you'll find more.

Calling or emailing. I don't know what you've asked CyberLink's online support to do.

If you're dissatified with CyberLink's software, you can apply for a refund. Perhaps, as you're so unhappy, you should go that route and get your money back. Refunds I believe, are available so long as it is within 30days of the purchase and bought online via CyberLink.

Best of luck with whatever you decide.

Dafydd

You appear not to have read the above reply, please do so and see if the issue repeats for you with, a) other file formats (mp4, for example) of the same video file. b) You mix match the different formats and see if the issue repeats.

Use a video file converter to create different file formats to test.

NOTE: I used a file converter recently to narrow down an error/issue I had to localise, worked for me and helped a great deal.

As an editor one has to try a lot of different actions to find, to learn and to achieve a solution.

Dafydd

I am not using a file converter until CyberLink provides me one for free. I have mentioned that in previous emails. I should not have to go out of my way to convert my files and then use all my hard drive space for keeping the original and then the converted file. That is why I do not want to use a file converter.

It is unfair that I spent $60 on something that I still can't use. And then you force me to answer questions. I have been patient. I have also researched the issue myself and found an issue on GSpot. So I finally find an issue by myself and you can't even help me out a little bit. I find that very unprofessional.

Now that I have answered your question can you please respond to my inquiry about GSpot?

Thank you.

GSpot is a 3rd party information utility in which development stopped back in early 2007. See this link: http://www.headbands.com/gspot/ . People use mediainfo now. This is long before the modern day video codecs and windows 10 arrived. My friend's windows 10 handle the mjpeg codec just fine and so does my old win 98 computer.

Worried about too many files. Just delete those originals after you converted them since they don't work properly only on your pc. Don't know any current users using GSpot instead of mediainfo. See the attached.

Let us know if any of this helps.

Thanks for the reply Josh330. You clearly have a problem. I have suggested you change the video files using a free file converter and to test/check on your computer. Perhaps when you do that you may find a solution to your problem.
Best of luck.
Dafydd

I love the smart alec response. I really like the bold words you put in your paragraph. As if I was too stupid to pick up on that. Very professional indeed. The problem is not with me. Cyberlink clearly has the problem and it's called false advertising. It doesn't work period. Perhaps when Cyberlink does their due diligence then they can solve their own problem and fix the product that I paid for. Best of luck to you too.

The issue you have, hasn't been repeated by forum members and you've not carried out any of the workarounds suggested*, you certainly haven't posted any results. Contact CyberLink online support and inform them of your concerns.
*To get around the dropped audio you have with the start of a second (avi container) clip.

Josh

As you seem to be getting nowhere with your problem, can I ask one question. Are the AVI files the original from your camera or is it possible they have been converted in some way from .m2ts?

Robert Panny TM10, GH2, GH4,

Hi Robert -

Just to recap the issue, because it's been going around in circles a bit...

1. The AVI (using MJPG codec & PCM audio) clips are straight from Josh's Nikon S31


2. The main issue is that audio is present & plays in other software but does not play back correctly in PDR14 on Josh's PC. See Josh's attachment here - http://forum.cyberlink.com/forum/posts/list/47102.page#244868


3. No one else has been able to replicate the problem using Win 7 or Win10


4. Comparison of DxDiag from Josh's & other PCs have not shed any light on the problem.


5. A secondary, & unrelated, issue is that shadow files will NOT generate from these AVI clips.


6. File conversion has been suggested but not tried.

Cheers - Tony
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I'm not exactly sure what is causing the problem for Josh, but I do have a solution that may lead to us analysing the cause.

I ran and saved the file in the free VirtualDub and saved it as an AVI file. Once this was done the file plays correctly in PD. So I think there is some incompatability between the native camera files and PD.

The Vdub saved file also loaded as a shadow file very quickly.

I hope that some expert out there can make something of these findings

Robert
Panny TM10, GH2, GH4,

Hello Robert,

This is a long threaded post in which I also participated in. I believe now after reviewing stevek’s comments on this post that he could be right : http://forum.cyberlink.com/forum/posts/list/47583.page . PD14 needs no changes or add ons in the win 10 to work correctly with avi files such as that performed by Josh earlier. Removal of all that may be necessary.

Shadow file generation are only for HD h.264 and now h.265 in PD14 as far as I know. That is the way it is since PD9. There is no need for it in mjpeg clips in a similar hp win 10 laptop.

Hello tomasc

Josh did say that his AVI files did not work until the "fix" had been carried out, so it must be doing something to correct the problem.

I'm not sure what the connection is between this thread and the one you mention. There is certainly a problem with the files that Josh is trying to work with. As I said before, I don't know exactly where that problem lies, but I suspect some incompatability between PD and the native files.

I am drawn to above conclusion from my experiment with VirtualDub. If you place the original file in PD you will see that the Audio starts after about 60 frames ie about 2 seconds of delay. Then I placed the VDub saved file directly below it in PD and the first thing you notice is the audio starts in the correct place ie no delay. Does this not mean that PD does not like the native file? Josh's solution in the short term is to run his camera files through VDub first and then edit in PD without problems.

My reference to shadow files was only made because Tony had mentioned it in the previous post. However, the fact remains that the native file would not generate a shadow file, but the VDub file does

Robert

PS. Josh, when you downloaded the k-lite codec pack, did you ensure that you selected the LAV splitter in the AVI source filters in the setup process? Panny TM10, GH2, GH4,

Robert -

You're absolutely right about the Virtual Dub "treatment". It does allow shadow files to generate correctly on Josh's converted clip. File conversion has been suggested repeatedly, but Josh hasn't seen the need for it.

Vdub changes the video codec - which probably explains the difference in shadow file generation. Side-by-side MediaInfo reports attached.

The tiny chink in what you're suggesting is that the AVI clips straight off Josh's Nikon S31 work perfectly well here & for other contributors to this thread. That's why others haven't been able to replicate his audio issue. Were you able to test the original file? Did the audio play correctly?

Cheers - Tony
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Hi Tony

No, the audio did not function correctly. There was a most definite 2 second delay. If you compare the VDub file against the original on a wide open timeline in PD you will easily see the difference.

I think the audio comparison problem is not helped by the fact that audio happens so quickly, you can only see the error by studying the timeline. You can not hear the difference.

If you place the VDub file in track 1 and the original in track 2, press play, you will hear the difference. I wonder if this could really be lip sync problem. I assume that if Josh made a clip of somebody speaking and if the same problem occurred the sync would be out. If this was the case he would need to adjust the audio skew with something like VDub. This is why I asked him to make sure that he had selected the LAV splitter in k-lite.

I hope this makes sense

Robert Panny TM10, GH2, GH4,