PD365 recent update and crashing problem

tomasc

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

Solved by

Apr 27, 2022 01:26

Reference Post: https://forum.cyberlink.com/forum/posts/list/96940.page .

After reading this post, I opened PD365 and clicked the notification button on the top right. A popup window indicates that there is no new update. On version 20.3.2714.0. This is wrong. Closed PD365.

Opened the Cyberlink Application Manager and it indicates Update available. Allow the update to version 20.4.2820.

Tonight Opened a Recent Project with PD365 and it crashed immediately, Tried with 2 different projects. My PD365 loads with the sample files enabled. Opened PD365 by itself. Go to File/Open Recent Projects and answer no to merge the sample files with the new project and still get the crash on 2 different projects.

On a hunch, closed Microsoft Edge and Opened a Recent Project with PD365. The project is hung at 60% just as reported in the above post by Bearly.Keto

Attached is the Dxdiag.txt, See that the last 10 crashes are ‘P1: 52503Applite.SpeechtoTextconverter_1.1.0.0_x64__sdxk820kv7pgm’.Text to speech is available in and is part of the MS Edge browser for certain web pages of which I have tried out recently. Windows 11 settings will not allow me to access the Apps & Features Folder. Not allowed to access the C:\Program Files\WindowsApp folder with requested permission. Able to access the Control Panel and see the last apps updated are PD365 and Windows Update on these recent dates. See the attached screenshot.

It looks like a higher chance of opening PD365 with the new update if Microsoft Edge browser is not opened. Hope that Cyberlink can look at this problem and provide a solution.


Filename	220426 Ctrl panel.jpg	Download
Description	PD365 and Windows Update in the last 3 days.
Filesize	91 Kbytes
Downloaded:	45 time(s)

Filename	DxDiag 220426.txt	Download
Description	Problems after PD365 Update today.
Filesize	119 Kbytes
Downloaded:	585 time(s)

This message was edited 1 time. Last update was at Apr 27. 2022 11:05

PowerDirector Moderator

Senior Contributor Location: New Taipei City, Taiwan Joined: Oct 18, 2016 00:25 Messages: 2104 Offline

Apr 28, 2022 05:51

Hello,

CyberLink has posted links to the previous version if you require.

https://forum.cyberlink.com/forum/posts/list/0/96950.page

Cheers
PowerDirector Moderator

For customer support related issues, please contact:
- Customer service: https://membership.cyberlink.com/support/customer-services.do
- Technical support: https://membership.cyberlink.com/support/service/technical-support.do

tomasc

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

Apr 28, 2022 08:36

Not having a good experience with Cyberlink Support as they can’t access the link in my support ticket but I can when I go back to the ticket to highlight the link and open it in my browser. Don’t know if they read my attachments but I replied again and supplied the information they wanted.

JL_JL

Senior Contributor Location: Arizona, USA Joined: Oct 01, 2006 20:01 Messages: 6091 Offline

Apr 28, 2022 15:40

Quote Not having a good experience with Cyberlink Support as they can’t access the link in my support ticket but I can when I go back to the ticket to highlight the link and open it in my browser. Don’t know if they read my attachments but I replied again and supplied the information they wanted.

So they've had

20.4.2810, https://forum.cyberlink.com/forum/posts/list/96917.page#post_box_389839
20.4.2812, https://forum.cyberlink.com/forum/posts/list/96939.page#post_box_389917
20.4.2815, https://forum.cyberlink.com/forum/posts/list/96950.page#389987
20.4.2820, https://forum.cyberlink.com/forum/posts/list/96943.page#post_box_389946

all in the matter of maybe a week or so. Pathetic, that's extremely poor coding practice and obviously no QA whatsoever. I think having a "good experience" is far more serious than simply CL Support, CL PD product group simply doesn't appear to have the expertise to offer pushed upgrades without severe impact to purchased product users. Furthermore, after several of these issues, in 3+ years they have yet to provide a valid rollback method via CAM.

Jeff

tomasc

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

Apr 29, 2022 08:55

Installing the previous version of PD365 with the link supplied by the PDM has restored the ability to open projects without crashing on my pc. Thank You Jeff for your insight.

Muzza

Newbie Joined: May 18, 2011 21:02 Messages: 7 Offline

Apr 29, 2022 19:42

The problem with loading previous projects has been rectified. New udate on CAM installed and previous projects load as they should.
The boffins at Cyberlink have proven they do read this forum. Thankyou for your quick attension to this serious problem.

tomasc

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

May 03, 2022 18:50

I have been getting daily notification popups that “A software update is now available. Important! You are missing out on a smoother, faster experience.” Does this mean as Muzza states above that the May 29 update fixes the crashing problem or if he is trolling here??

Haven't heard back from the PowerDirector Moderator or see that a update to fix the crashing problem from Cyberlink support.


Filename	PD365 update.png	Download
Description	Is this the Update to fix the crashing problems?
Filesize	23 Kbytes
Downloaded:	39 time(s)

This message was edited 1 time. Last update was at May 03. 2022 19:08

PowerDirector Moderator

Senior Contributor Location: New Taipei City, Taiwan Joined: Oct 18, 2016 00:25 Messages: 2104 Offline

May 03, 2022 20:56

Hello,

Yes, we confirmed that the latest 365 update is a hotfix for this issue.

Cheers
PowerDirector Moderator

For customer support related issues, please contact:
- Customer service: https://membership.cyberlink.com/support/customer-services.do
- Technical support: https://membership.cyberlink.com/support/service/technical-support.do

Muzza

Newbie Joined: May 18, 2011 21:02 Messages: 7 Offline

May 04, 2022 20:24

Quote I have been getting daily notification popups that “A software update is now available. Important! You are missing out on a smoother, faster experience.” Does this mean as Muzza states above that the May 29 update fixes the crashing problem or if he is trolling here??

Haven't heard back from the PowerDirector Moderator or see that a update to fix the crashing problem from Cyberlink support.

Hi Tomasc, No trolling here, been a quiet member since 2011. Updated and the problem was fixed.

tomasc

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

May 04, 2022 21:29

Quote Hi Tomasc, No trolling here, been a quiet member since 2011. Updated and the problem was fixed.

This is interesting as I replied to Cyberlink Support today that the PDM posted the update and hotfix since they did not inform me about it. Apparently our PDM is named James and the particular support person did not know about the hotfix and questioned me about it as follow:
Reply from CyberLink Customer Support
2022/05/04 15:57
Dear James,
Thank you for writing us back.
With reference to your query, we may have to get more details so we can identify your query accurately and assist you further:
1. Kindly describe your query more clearly regarding what do you like to know more about our software for us to assist you in a better manner.
Please feel free to contact us back for further clarification or assistance related to CyberLink products. Use the link below to get back to us:
https://membership.cyberlink.com/support/service/technical-support.do
Thanks and Regards,
Josh
CyberLink Technical Support

Muzza - I am using the previous version of the PD365 using the link supplied by the PDM and know that many users appreciate his help in this matter in getting PD365 to work again without crashing. Looks like Cyberlink support need to catch up on this one.