OT: Compatability and customers

ScottW wrote on 7/12/2004, 7:46 PM

What do y'all do when you have a customer that can't play your DVD and it's obviously the player they are using?

I've a customer that just took delivery on a 5 DVD project - there are issues with their Toshiba Player (picture stutter in some locations), but the DVD's play fine on my player at the store as well as the customers Panasonic player - pretty clearly the Toshiba player is the issue, though I'm going to try a few other tricks just to be sure.

Anyway, the customers concern is that his kids are footing part of the bill for the entire project and he wants to be certain that when they get the DVD's, they can view them.

I've got a couple of ideas in mind, but I'm interested in hearing what anyone else in a similar situation (or even in a not so similar situation) might do to resolve this.



beerandchips wrote on 7/12/2004, 7:59 PM
Let him/her know that with a DVD-R or +R there is always possibility of compatibility issues on SOME, but not all players. The best defense is a current or newer player.

People think just because you made them a dvd it is just like a commercial stamped dvd. Fact is, it isn't. A factory dvd will play in ALL players. A burned dvd will not.

my .02 cents.
craftech wrote on 7/13/2004, 11:08 AM
Try a Ritek G04 DVD-R burned at 1x using DVDA and NO Label. They play for me on old Toshiba players and everything else for that matter.

ScottW wrote on 7/13/2004, 4:58 PM
I re-encoded using CCE Basic, 2 pass VBR.

Using an mpeg analyzer I looked at the section of the original encoding and compared with CCE - quite a bit of difference. The MC encoder was doing a lot of spikes in the bit rate thru the problem section.

CCE basic on the other hand was not spiking at all thru the same section.

Tested the CCE burn (Ritek G04 at 4x) on the customer player - problem gone.

Mandk wrote on 7/13/2004, 6:16 PM
I hate to ask but what is this encoder, does it come with vegas or is it an external encoder. Sounds like it solved your problem and it would help to know.

ro_max wrote on 7/14/2004, 1:12 PM
If have a few factory DVDs that cause problems on some of my players but not all (we are talking big-label DVDs; not by some fly-by-night outfit). So, I guess, it not just an issue with burned DVDs.

My $.02

ScottW wrote on 7/15/2004, 8:42 AM
CinemaCraft Encoder - www.cinemacraft.com I think you can pick up the basic version for about $99 - the reason I have it was because prior to Vegas 5, I couldn't do 2 pass VBR encoding with MainConcept; now MainConcept has this feature so it's not as important for me to have CCE.

I used Satish's frame server to have Vegas send the file to CCE.

I also have TMPGEnc - but I mainly use the MPEG tools that came with the encoder. They have a simple multiplex and demultiplex utility which is handy if, for example, I have an MPEG file that was originally rendered for DVDA (as a program stream) and I want to use it in a DVD Lab project (which needs elementary streams). DVD Lab does have a demuxer, but the TMPGEnc version is faster. And sometimes I've used it to go the other diection.

I'm kinda curious in general to start comparing some of the MPEG streams produced by the different encoders; so I'm planning when I have some free time to take the section of video that was causing fits and running it thru the different encoders I have using some different options to see what the results look like with the MPEG analyzer.


MrMikeC wrote on 7/16/2004, 12:52 PM
what mpeg analyzer were you using? I'm having a bit of a navigational type problem with some players, and I use the MC encoder in Vegas,,, maybe I should be checking mine for these so called spikes...
Chienworks wrote on 7/16/2004, 1:06 PM
A little human engineering can go a long way too. Inside the case of every DVD i produce is a little business card with a very brief explanation that "burned" DVDs aren't as compatable as commercially produced discs. I list my address and phone number and offer a free replacement or VHS copy to anyone who has trouble watching the DVD. So far after several hundred i've only had one person ask for a replacement. That person was impressed enough with how i handled it to heartily recommend my services to others.

So, while this doesn't cure the problem, it does cure the complaint and build good will as well.
MrMikeC wrote on 7/17/2004, 11:44 AM
What exactly is th brief message as we're including something to that effect in our text as well
ScottW wrote on 7/17/2004, 3:07 PM
Navigational problems probably aren't something that an mpeg analyzer is going to help with.

The mpeg analyzer I was using is at:

be aware that you're going to see bitrate spikes in most any mpeg stream where variable bitrate compression is used; in my case I think the spikes were contributing to the problem - though they may not have been the entire problem.

Chienworks wrote on 7/17/2004, 6:24 PM
"Please note that not all DVD players can play recorded DVDs. Usually older players (before 2002) can usually only play mass-produced commercial discs and may not be able to play this individually burned disc. Most newer players should have no trouble. If this disc doesn't play properly in your DVD player, we will be happy to exchange it for a VHS tape instead. Thank you for your understanding."
MrMikeC wrote on 7/18/2004, 11:25 AM
I see - do you have any idea why I'm having this problem?
ScottW wrote on 7/18/2004, 4:22 PM
You may want to consider starting a new post and detailing specifics about your navigation issues, that way you won't get lost in this post.

Cunhambebe wrote on 7/19/2004, 8:27 AM
It's always nice to count on you, Kelly ;)