SOLUTION OR REFUND!!!!!

Farrow Inc. wrote on 2/21/2011, 1:37 PM
I purchased the Sony Vegas Movie Studio HD Platinum software, version 10.0, Build 179 fall of 2010.

I have tried using in multiple times on 3 separate computers, all running on Windows 7. I even tried uninstalling and re-installing the software.

My problem?

I can't import, edit, play, move, etc any .avi files. Each time I try, the software freezes and I have to hard boot the computer to try again.

Nothing has worked. I have been forced to revert back to Version 8, Build 122, that runs on Windows XP. I even had to create an XP shell on my Windows 7 computers to do this.

I love this program, but version 10 is NOT working. I spent good money on a product that does not work.

I need a solution OR I need a refund.

Comments

Hybris wrote on 2/21/2011, 1:42 PM
take a deep breath.

have you contacted the support?
richard-amirault wrote on 2/21/2011, 1:48 PM
I can't import, edit, play, move, etc any .avi files.

How many different types of .avi files have you tried? There are more than one.

If only one .. where did that .avi file come from?
Farrow Inc. wrote on 2/21/2011, 1:59 PM
We capture DV tape footage from camera and import it into software. It automatically creates an .avi file. Plus, the files used on the "Flip Cameras" out there are all .avi and are meant to be imported directly into software. I am not aware of multiple kinds of .avi files.
musicvid10 wrote on 2/21/2011, 2:11 PM
You are in a peer forum area. Your peers (fellow users) do not deserve this. We did not write the software, nor can we issue you a refund.

Your support options are listed right at the top of the Forums page. One of them is to ask questions of your fellow users in the forum, and we are generally eager to help. However, a certain level of civility is more or less expected. Forum flooding (overposting) every sixty seconds is not going to get you a lot of sympathy.
http://www.sonycreativesoftware.com/corporate/terms#forum

Farrow Inc. wrote on 2/21/2011, 2:39 PM
My apologies. I am usually not one to be so disgruntled, but my co-worker already posted on here 3 weeks ago and got no response.

We have posted on other forums elsewhere with no response, or no viable solution.

This is a unique problem that we have not seen posted elsewhere, which is difficult to sum up in the subject line.

We are skeptical about contacting your support for a solution as it costs money to speak on the phone and we have already lost money on the problem I posted about. In addition, I scanned through the posts on the forum and found peer posts about poor customer service and invoices that were never sent.

If there was more transparency with the support system, I would not have resulted in this post.
Steve Grisetti wrote on 2/21/2011, 2:44 PM
Posting several times with the same rant accomplishes nothing, Farrow. (How many times did you post the same angry post? Six?!) Especially since nobody on this site works for Sony and we can't help you get a refund.

The way to contact Sony is to use the Contact address listed under About Us!
musicvid10 wrote on 2/21/2011, 6:25 PM
Well, there is a learning curve associated with nonlinear editing in general, and Sony Vegas is no exception. Since you are "not aware of multiple kinds of .avi files" that is where you will want to make your educational entry point. There are as many kinds of .avi files as there are peanuts in a five gallon jar. You may even find a solution for your camera model after thoroughly reading my tutorial here:
http://www.sonycreativesoftware.com/forums/ShowMessage.asp?ForumID=12&MessageID=660127

But if not (the models and codecs keep changing), download MediaInfo, post your complete file details, and someone will most likely be able to help in short order.

Really, Sony does its best to keep up with the multitude of codec flavors that appear over any period of time. But it will always be a game of catchup, because manufacturers do not share their technology a priori for fairly obvious reasons. Your understanding is appreciated.

Chill.
Farrow Inc. wrote on 2/21/2011, 8:25 PM
We have tried locating the codecs for the .avi files. They have been stored for a few months on a portable hard drive since the last time we used them successfully in the version 8 that ran with no troubles.

We tried finding the codecs, but it still just froze upon anything to do with importing or manipulating the .avi files.

MSmart wrote on 2/21/2011, 8:29 PM
Download and install MediaInfo, open one of your files and view it in text mode, post the results here. (Step 4 in musicvid's link above.)

ADDED: musicvid already suggested that.
Rainer wrote on 2/21/2011, 9:08 PM
Aha! Flip video. A pita codec if ever there was one. If you don't still have the camera, you may be screwed. But anyway, check this out: http://www.wonderhowto.com/how-to-solve-video-codec-blank-video-problems-flip-video-213370/
MrMenace wrote on 2/21/2011, 9:14 PM
Been there, done that. The problem is that Flip and FlipHD use XVID. You need to use a video converter to convert it to something that plays a little nicer in VHS. I recently did a farewell video and half the clips were from a Flip camera. I used ImTOO Video Converter to change it to another format. The reason Flip uses XVID is the compression it uses allows it to fit more video on its built in storage.

Regards,

Dennis
Rainer wrote on 2/21/2011, 9:44 PM
Its not just that they used XVID - they used their own proprietary form of XVID. Anyone can write their own 4CC code to make a common codec unreadable and pretend to have created their own codec, with the result that a lot of people did, resulting in hundreds of wild codecs. But yeah, once you read it you can convert it.
OhMyGosh wrote on 2/22/2011, 7:07 AM
Farrow, as has been mentioned, we don't work for Sony. Just a group of users trying to help each other. We get frustrated as well at times, but rely on this forum, and these knowledgeable people, to get us through. I would never touch a 'Flip' camera (not that I wouldn't want one) because of all the problems I have read about editing the footage here. Having said that, since you own one, and have used it, my best advice would be to upload a video clip somewhere where we can download and work with it. Also, download 'Mediainfo' to give yourself, and everyone else a better idea of what you are really working with. The people here will help you get it worked out if you will work with them. Let us know. Cin
OhMyGosh wrote on 2/22/2011, 7:16 AM
Musicvid, just followed your link and wanted to give you a big 'Thank You!' Really nice of you to put that together for everyone. I saved it, and will study it in more detail later, but looks like lots of good stuff there. :) Cin