Audio cuts in and out with VMS 10


drguitar0001 wrote on 6/22/2010, 8:07 AM
I tried both the 'fixes' suggested by ivan and MSmart, but still the same. Unfortunately, I bought VMS 10 HD Platinum Suite before realizing this problem. I guess I will have to wait until they fix the problem before I can use the program.

I really like the program. I have been using this program since "Video Factory 1.0". In fact, I was just going through the list and it seems I have been a long supporter of this software;
Video Factory 1.0
VideoFactory 2.0
Screenblast Movie Studio 3.0
Vegas Movie Studio 4.0
Vegas Movie Studio Platinum 6.0
Vegas Movie Studio Platinum 8.0
Vegas Movie Studio HD Platinum 10.0 Production Suite

I'm sad to think that I may have to start looking elsewhere since VMS 8 does not properly handle the video in the preview window and VMS 10 does not properly import the audio. Fortunately, my current project uses standard definition video and not HD video. Maybe Sony will come up with a fix before I need to find other working software.... :-(
MSmart wrote on 6/22/2010, 10:14 AM
I started with VMS6. That's too bad none of the suggestions helped.

Did you get a response from Tech Support on your problem report?
Eddie Vidder wrote on 6/22/2010, 10:35 AM
Just a thought.... since its exactly a half second of audio followed by exactly a half second of silence, then is it something to do with frames per second settings? e.g. 60i versus 30i ? In other words, it seems as if the software is importing 30 frames worth of audio and 60 frames worth of video each second.

I don't know what to tell you to do about it, but maybe the line of logic will point you toward a solution (having to do with import settings in VMS or export settings on your camera, or possibly even recording settings on your camera??)
jonski wrote on 6/22/2010, 2:16 PM
Hi Eddie and all;

As suspected, when I logged it with tech support earlier, they got straight back to me and confirmed it as a bug and are working on it.

I urge anyone with similar problems to take the time to log a ticket, otherwise they won't know there's a problem.
MSmart wrote on 6/22/2010, 2:34 PM
Good suggestion jonski, the best method for reporting problems, especially with recently released versions, is to report it directly to Technical Support using the "send us your technical support question" link found on the Technical Support page. It's what I did to report the Estimated Size bug in the Make Movie Render Settings dialog box.
Markk655 wrote on 6/22/2010, 5:45 PM
Well, at least we know it is a bug. I actually tried to download the .mov, but Quicktime opened and wouldn't let me save (need Pro). Last time they came out with the first patch relatively quick.
drguitar0001 wrote on 6/22/2010, 8:41 PM
Yep, I also logged a problem report with Technical Support, but they have not gotten back to me with an answer. I suspect that the answer will be "We know about it and are working on a fix".


Here is the answer I just received:

"Thank you for contacting Sony Creative Software.

Due to licensing issues we are not able to fully support opening and editing H.264 video files.

If you still have a follow-up question on this particular incident, please feel free to update it. If you have a completely different question, please create a new incident.


Eric D.
Customer Service & Technical Support
Sony Creative Software Inc"

Uhh... huh?!? They are not going to support H.264 video files???? Is it me or have they lost their minds? This can't be right. Maybe they mean "right now"?!? What type of HD video are they going to support? As far as I know, the H.264 files the Samsung camcorder generate are generic and not licensed (I believe I read that on a camcorder forum). This is a dark turn of events....
jonski wrote on 6/23/2010, 12:05 AM
drguitar: WHAT?? That sounds like a complete and utter crock of ....

That's made me really annoyed. So, it works in 7,8,9 and they suddenly stop it working in 10??

If there was a PM system here, I'd send you my incident number so they could look it up.

Ring them up - I spoke to a helpful person called Padraic. Ask to speak to him, tell him you've got the same problem, point him to this thread.
drguitar0001 wrote on 6/23/2010, 9:20 AM
Here is what I sent them:

Does this mean you will never support H.264 files? If this is true, then why does VMS 8 open the file just fine without any audio glitches? In addition, on your forum another poster with the same problem said he received from Sony Technical support an assurance that this was a bug and that it would be rectified in an upcoming update. Is this NOT true? I must admit I am confused at this response. Are you saying that VMS 10 (written for consumers) will not support the majority of consumer HD camcorders that use the H.264 MPEG 4 codec?

Please clarify.

This was their response today:

"Thank you for contacting Sony Creative Software.

We tend to not use the word "never" because sometime down the road we may have licensing for this. Currently, due to licensing issues we are not able to fully support opening files of that type in our applications.

If you still have a follow-up question on this particular incident, please feel free to update it. If you have a completely different question, please create a new incident.


Eric D.
Customer Service & Technical Support
Sony Creative Software Inc"

Unfortunately, they did not answer any of my questions except that they may, sometime down the road. support the H. 264 MPEG 4 codec. Again, I am stunned at this turn of events.
jonski wrote on 6/23/2010, 12:27 PM
drguitar - that's just mental. I simply can't believe that can be the case.

I'm going email the person who is helping me, ask if this is the case, and if it is, I'll be warning everyone I can find to NOT buy this. And I'll be getting my money back. Epic and utter fail on Sony's part.

More to the point, if they're not going to support h264, then simply don't support it and make an error message. Don't actually make it do something weird like delay the sound every half a second!

Sony, you should be ashamed.
Ivan Lietaert wrote on 6/23/2010, 12:32 PM
This is so un-earthly... I think this simply a bad case of support. Stick to it, continu asking for support, if necessary, start another support ticket.
I'm sure Sony will come up with something better than this!
drguitar0001 wrote on 6/23/2010, 2:57 PM
Jonski and Ivan, I agree. How can you write HD editing software and leave out the most common form of HD?

Jonski, I would call Sony to clarify this strange turn of events, but I don't have the money to throw away on clarification:

Support Plans – Support Plan members receive person-to-person support via a toll-free telephone number and email support
Cost: Packages Range from $29.95 - $149.95
Hours: 8:00 a.m. to 6:00 p.m. CST, Monday through Friday
Enroll: Call 1.800.577.6642 or order through our online store to enroll in a Support Plan.

For $30, I can call Sony and get the answer to one question. It seems that Sony has decided to pull a trick from Microsoft and only support their product if you are willing to pay for their support of their product.

I remember the good old says when folks would stand by their products... at least for a week or two before making you pay to answer a question.
Markk655 wrote on 6/23/2010, 4:05 PM
It isn't all h264, is it? Isn't just the one from your camcorder? For V8, Sony didn't support AVCHD from my Panny AVCHD camcorder. Now they do. It may just be a patch away.

I would suggest putting in another ticket (start from scratch) and see what the next support specialist tells you.

drguitar0001 wrote on 6/23/2010, 7:17 PM
"I would suggest putting in another ticket (start from scratch) and see what the next support specialist tells you."

Possibly. I guess the concept is that one hand does not know what the other hand is doing...
I find it hard to believe that Sony is so badly run that they would allow technical support folks to send out information that they will not be supporting a standard high definition codec. Keep in mind that Samsung uses the most common, up to date H.264 MPEG 4 part 10 codec, I guess that Sony might support some other H.264 codec, but according to them, they do not.

I responded again to their response so i will wait till I hear from them before trying another tech support person..

Markk655 wrote on 6/23/2010, 7:28 PM
"I guess the concept is that one hand does not know what the other hand is doing..."

Often happens in a big company and not very surprising, hence my assumption.
ForumAdmin wrote on 6/25/2010, 7:25 AM
Hi everyone, our apologies for the confusion. We do support H.264 in Vegas, and will continue to do so. Just to clarify, there is no "standard" H.264; rather, there are endless variations. With the momentum of consumer camcorders trending away from a tape-based workflow, to a hard-drive and flash-memory based workflow, each camera manufacturer develops their own manner of encoding files. Often, the encoding will vary from one model to another, even from the same manufacturer. Recently, with the help of some of you, we were able to identify an issue reading the audio stream from the Samsung HMX-H100 camcorder in Vegas Movie Studio HD Platinum 10. Our development team will add this flavor of H.264 to the bug database and address it in a future update/upgrade of Vegas.

Thank you for your patience while we address this issue.
Markk655 wrote on 6/25/2010, 10:00 AM

Many thanks for taking the time out to clarify things. I really appreciate your participation in the forum. Especially when help is needed for clarification.

Are you able to also provide some input on another thread or create a KB article re: VMS and DVDA5 support re: AVCHD and Blu Ray. Many questions have been asked re: can each be burned onto standard DVD discs? Can each be used with 5.1 SS? Can each be made to be menu driven?

A nice table in a KB article would be handy.
TOG62 wrote on 6/25/2010, 10:37 AM
I'll certainly second that. I am particularly interested in creating AVCHD on DVD discs, ideally menu-driven. Despite the helps of other contributors I have not been able to make discs that play on my equipment.

ForumAdmin wrote on 6/25/2010, 2:01 PM
This may be the article you're looking for. The gist of it is that our software burns Blu-ray discs, not AVCHD discs.

If you would like to see this functionality added in the future, I would recommend submitting a Product Suggestion. Thanks again.
MSmart wrote on 6/25/2010, 3:30 PM
our software burns Blu-ray discs, not AVCHD discs

Maybe not officially, but read KenJ62's posting here:
Markk655 wrote on 6/25/2010, 6:55 PM
Once again, from myself (and possibly the many million users of the software)...thank you ForumAdmin.
drguitar0001 wrote on 6/26/2010, 9:25 PM
Well, much has happened since a storm knocked out our electricity for nearly 3 days. It looks like the info I was receiving from Technical Support was wrong. I must admit, I am deeply relieved.

As a side note, I never did receive an answer to my questions I sent to Technical Support and in fact Sony marked it solved. I guess it was solved, here.

Looking forward to their updates to VMS 10.

Thanks all.
jonski wrote on 7/17/2010, 3:52 AM
Replying to ForumAdmin's post of 6/25/2010.

Er, well here we are, 3 weeks later.

It's not even acknowledged on the Known Issues page! When I spoke to people on the phone, and via support, I was under the impression this would be a few days, perhaps a week.

That's why I dropped my insistence on a full refund.

Just to clarify, my camcorder has always worked in Vegas in the past. You broke it in 10, which I purchased.
Therefore, the software is totally unusable by me at the moment. Is it right that I pay for 10, but still have to use 9?

Come on, this is not acceptable. At least tell us how to use the dll from 9 in version 10. I've had a play around, can't figure it out myself. Anyone?
AaronInBNA wrote on 7/20/2010, 8:13 AM
Online forum etiquette is to avoid caps unless you are trying to stress a word or topic. With that being said......


I just spent my hard money on your product and your failure to offer this forum, (whom of which bends over backwards doing your technical support for free) a timely response to it's needs !

Wow, way to go. Does anyone want to buy my copy?


Frustrated in BNA (Aaron)