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AVID Studio - Pinnacle Studio / Support

Edit 17.01.2012: update according to information received from AVID regarding questions we asked...
 
Oh yes, like everything in this world, things change...
 
And the time has come for AVID and Pinnacle support, to take a new direction. Indeed, you will now need an "ASC" in order to contact support ...
 
- "ASC", what is ?
- An "AVID Support Code", simple isn't it ?
- And how to get this code?
- When you purchase your product, you get an ASC code next to the serial number on the cover or DVD case, or directly on the page where you download your product.
- With this code, support is free for life?
- Hum, well, not really... Free, yes. For life, NO ... As soon as you use the ASC (called an activation), you have 30 days to report thousands of issues and submit all of your problem ... After this time, damn it! You will need a different ASC Code. Languages spoken are english, french, german, italian, spanish and dutch.
- Oh, I can have another code ASC ?
- Yes, you can purchase it here, it's the same code for phone call or online support... But good news, there are a lot of way to have free support ... The video tutorials, the manual Studio, ...
- What if I purchased my product several weeks / months ago, where I find my code ?
- The ASC has been in existence for years, so it is not new. The ASC is on the DVD case for physical products.
- If I want to call?
- It's only available in english ... And you need a specific ASC code for the phone!
- And where could I find this code ?
- AVID Shop of course, the token is 9.95 dollars ... It can be purchased here (same code for online support or phone support, you just choose one of the solution).
- Support for 30 days as well ?
- No chance, for the telephone it is a single incident ...
 
Want to know more? Want to contact Avid or Pinnacle?
 
 
PS: Good news, the answer generally arrive within 24 to 48 hours ...
 
What do we have now ?
 
  1. This website and its AVID FAQ or Pinnacle FAQ or tutorials !
  2. The official video tutorials
  3. User Manual
  4. The official knowledge base for Avid or Pinnacle
  5. The official AVID forum or Pinnacle official forum !
  6. Yahoo Mailing Group for expert answers
  7. Video Friends Forum

 

 

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Comments

Amazingmo
#Amazingmo
Monday, January 16, 2012 12:52 AM
This might seem like bad news, but the existing support was really quite poor. Don't get me wrong --- I'm not saying that this is great news --- but they had to try *something*.
TonyP
#TonyP
Monday, January 16, 2012 5:23 AM
Is this a good idea? I can see that from a 'bean counter' view (finance). But is it a good idea from the customer base? No. Support was always spotty at best before. Now, to charge for that support is terrible. There will be a lot of people looking for other options in NLE's. Is Avid trying to kill the Pinnacle line all together? If they are, they are on the way to being successful. Pinnacle made more money than Avid before the purchase. Now, I wonder, with Avid spreading itself in so many different directions, that the company is hurting in a bad way financially. I would like to know if the Pinnacle brand is making money for Avid.
Graham
#Graham
Monday, January 16, 2012 9:35 PM
I got my copy last spring of AVID studio and it came with a disc labeled Avid Service Code.There was no explanation for it until now.When does this go into effect?Is this required for any support or just real human contact?As far as service goes both sides of Avid are about the same,although people complain it doesn't seem to stop them from using it.Frankly I am surprised at how much can be done at this level of scale.I have an idea of the tech. involved and this is not word processing.Video processing is up there with rocket science and weather prediction.Yeah it's frustrating sometimes when it takes a few days to work through something,but on my budget I never dreamed I could even think about making a living from this.
Déclic Vidéo FX
#Déclic Vidéo FX
Tuesday, January 17, 2012 12:49 PM
Hello Graham,

It's already on effect since 12 January 2012...
It's required for "real human contact" = phone line or online support through email. Tchat is no more existing. Other free solutions exist, as mentionned in our article.

To everybody: I updated the article with most recent information I get from AVID.

DV FX
mario54
#mario54
Wednesday, January 18, 2012 3:12 PM
Ok, I am very happy because i was evaluating the upgrade from studio14 to studio15 or avid.
I have began years ago with studio9, 9.3, 9.4 plus ecc., 12, 14.
I have called five times via chat or e-mail the technical assistance. NEVER they gave to me the solution, they always wrote to me that my request were impossible to satisfy. It was the contrary: via Declic i solved my problems. Now I should pay for wrong answer? And more, the new release of StudioI do not satisfied me at all, there are many bugs, for the creation of dvd with menu we need a patch...and I have to pay for their lack? There are many other NLE in the world, this has been the final push to use other software with more attention to the product and to the customer.
George
#George
Thursday, March 8, 2012 5:28 AM
Avid Studio is a great program BUT! Menu systems have problems on DVD players - will not start at menu despite having left a gap before the menu/s, placed a still(intro after the gap and before menu/s - works great in simulation mode - starts anywhere on my LG DVD player???? I realise the player may be at fault in not recognising the menu/s (I am on the PAL system in Australia). However, having to pay for support for something that should be correct and work properly is not on, and is currently contrary to Australian consumer law. I defy anyone to come to grips with an NLE and discover all the faults in 30 days - I have been using Pinnacle products since v10, and I am still learning how to do things. The fact that many others have problems with menus suggests a flaw in the program. As for tutorials, FAQ's etc., they all avoid the topic very nicely.
Graham
#Graham
Friday, March 9, 2012 5:33 PM
What kind of computer do you have?I will be building my next machine as I have found that many of these problems stem from purpose built ,or store brands,that do not use standard bios's or OS's. Instead these customised bios take into account lesseor chipsets ablities and dumb down the machines to make them work.The problem is that the software deveolper uses the standard OS and bios and consequently the drivers don't always work as planned. e-machines,ASUS,Gateway, these are examples of machines that do this.Of course I'm NTSC,but Europe is also PAL.So I don't think it's just because it is PAL.
Déclic Vidéo FX
#Déclic Vidéo FX
Sunday, March 11, 2012 12:53 AM
Hello Graham,

Please have a look to our article: Choosing a camcorder, choosing a computer
Hope you can find some information for your next machine.

DV FX
George
#George
Sunday, March 11, 2012 5:16 PM
Hi Graham, thanks for your input. My current computer is as follows:
MOBO=Gigabyte H55-UD3H, 133 Mhz. BIOS:Award Software International, Inc F3 (2010)
CPU=Intel i7 860; 8Gb RAM, Multi-core (4) Hyperthread (8 total)
nVidia GeForce GT240 1 Gb RAM
HDD = 2 x 500Gb, Ext 1Tb storage
Sound card Creative XFi Titanium. (Works fine)
OS=WIN 7 Pro 64 bit.
I run S14 Ultimate Collection, and AVID Studio (Both work very well, except the menu issues in question).
However, This is my third computer since S10, and the menu problem has been across all three. It has not normally been an issue for me as I don't use the menu system that often.
Given the price of these NLE's I think they are excellent value, and if I wanted the professional bells & whisltes I see on TV then perhaps I need to look at Composer etc, but I don't have that sort of money, and don't make videos for TV. My hobby is satisfactory where it is.
Having worked in the scientific instrument indistry for many years, I guess I am always looking for "perfection",
but that does come at a price!
Thanks for your support.
Déclic Vidéo FX
#Déclic Vidéo FX
Monday, March 12, 2012 2:35 PM
Hello George,

Very good approach, I like the way you describe the product, sincerely. Well done !!! Should be pinned at the top of each our messages.
;-)


DV FX
Graham
#Graham
Monday, March 12, 2012 3:59 PM
Do you use Nero, or another video burning app.?Some of these apps. are similar to Pinnacle and can cause confusion.Since it's a on going problem it must be caused by something common to those various machines.Either an app. or even an corrupted file that has been transferred from one machine to the next.The chances of the same error in all theses versions of Studio is astronomical.I would start with files you have kept since the machine you had S10 on.Obviously it's not your bios or O.S. since all three had the same problem.Have you tried going into msconfig and turning off things till it works?How are you making disc's with menus?Maybe that app. is the problem.When I had S10 i had problems burning disc's and used Nero.Than with S11 it got better but still buggy.It was suggested here I get rid of Nero and I did and things improved quite a bit.Good luck.
George
#George
Monday, March 12, 2012 5:58 PM
Thank you to DeClic, and Graham for your comments. In reply to Graham, I only ever burn disks from within the Make Movie part of S14, or Export in AVID Studio. For normal "home" movies, or promo's I do for church related events, the disks work fine. Comments from friends are very encouraging, and even border on "that's as good as we see on TV". I do not use Nero as I have other programs (LG Power DVD) for burning/backing up data.
Usually, I make an AVI or MP4 file (under Make Movie (S14) or Export (AVID) I then burn the disk. This way I get a backup copy in case I lose the disk. I doubt if I have a common virus, as the 3 computers all had different OS, e.g., WIN98SE, XP Pro, and now WIN7 Pro 64. Studio was re-installed each time from scratch.

I am happy to accept that perhaps technique is the problem, or my DVD player bypasses the menu for some inexplicable reason. Commercial DVD's work OK.

I am going to try some experimental ideas to see if I get some resolve, and will keep you posted. Thanks again for your support.

Graham
#Graham
Tuesday, March 13, 2012 4:10 PM
This is not meant to be demeaning,but were you aware that menus are not supported in AVCHD in S14?Other than that I'm clueless.
George
#George
Tuesday, March 13, 2012 5:12 PM
Thanks again Graham for your input. I appreciate any hints, or suggestions that may help myself or others. In order to maintain the KISS principle (Keep It Simple...)I am using SD Mini DV tape in my camera which I then import as a RAW AVI file. I load this into the editor/library of S14 or AVID, whichever I am using at the time. I burn (disk) only at DVD (MPEG2) format, which as I said previously, works great under normal, non-menu versions of my videos. The menu versions work also, with the exception that my player skips the menu/s completely and goes straight to the first frame of movie content, ignoring any intro section. At the end of the first chapter, the menu comes back and is now active at menu 2, and at the end of the movie goes back to menu 1 (main). As you would be aware, almost all commercial DVD's start with either a company ID plus a copyright warning message prior to the movie starting, or going to a menu where scene selection is available. The intro is not seen again unless you view the movie again. I am looking at the prospect that the coding in the video may affect this issue, and I am going to try now completely re-coding the entire movie prior to burning. I shall leave no frame unturned until I find or stumble upon the answer!

Déclic Vidéo FX
#Déclic Vidéo FX
Sunday, March 18, 2012 10:44 AM
Hello George,

Maybe you can try with another movie, just to be sure that it is not linked to your installed version ? To my opinion, what you are looking for is possible, as far as I have understood.

DV FX
George
#George
Monday, March 19, 2012 6:27 PM
Hi DV FX - thanks for your response, and I tend to agree with you - I can't see any reason the menu's shouldn't work. What is puzzling is that when the DVD reaches the end, it does go to the menu and works correctly from there. I did try another movie, a test case of around 6 minutes with 4 chapters and two menu's - Main and Select with an M1 return at the end of the movie. Interestingly, I also tried putting my 'intro' at the end of the movie with a C1 (M1) marker thinking that the movie would skip straight to this, and then pick up the menu's as required. However, what happened was that the movie went straight through M1 to M2 on the simulated play???
I am not giving up, but might take some more time to follow up on this in both genres - S14 and Avid.
mario54
#mario54
Tuesday, March 20, 2012 3:31 PM
Ok. I have just finished my last job. It is a slideshow with my last voyage in Miyanmar with only images, mp3 songs, some effects and title and with 1 menu. I have had to do rendering it many time because (i do not know why) some photos were casually lost (there were no spaces between them!), some time the clip became black for some seconds and some time the photo that i have inserted at minute one ( and really was there) was also seen at minute five! It is too much for me. I think I will look around for more stable NLE with an useful help for their clients. Only Declic helped me, thank to you. Many people that i Know ask me for video editing an I will not consider nevermore Pinnacle or Avid as a interesting choise. Thank you again to LePapy and the other Declic friends
TonyP
#TonyP
Tuesday, March 20, 2012 6:13 PM
I have been using Avid Studio for close to a year, since it first came out. I have done several projects, even used the SmartSlide a couple of times. Each project was completed. Were there problems? Sometimes, yes. I also have Corel VideoStudio Pro X4. Are there problems? Look at their forums or any NLE forum. But for me, everything seems to work. I have Pinnacle Studio 15UC (owned Studio since v8) and it works just fine for me. I work with AVCHD camcorder files and .mov from Canon DSLR. I mix and match formats. I use effects on clips too. Everything renders out fine. I upload to youtube with no issues. See this short video that I did in HD1080p.
So, I can't explain why it works for me and not others. But no software is bug free. Microsoft isn't bug free, but there are choices like Linux or MacOS.
I also find the Avid Studio Forums a great place for help and information in addition to this place.
Success in your editing adventures with whatever program you decide to use.
George
#George
Wednesday, March 21, 2012 12:36 AM
Hi Mario - interested in your post. Apart from the menu issues I have commented on, Studio 14 and Avid have worked flawlessly, and I have produced some really good videos comparable with much higher priced NLE's. Also, I don't think you will find any (low priced) NLE that is problem free, and in fact, some of the high end editing software has its problems also. I will say this, I had to upgrade my system for everything to work as expected, especially the graphics card and CPU. Anything less than 2.5GHz CPU may not assist rendering, especially HD, and the graphics card, likewise, needs to be quick with good memory.

If I could afford it, I would have a dedicated PC, fast processor, multi-core, hpyer threading etc. I know this would cost around $A5000, so for the moment I am content with what I can produce for what I have. To help with your problem, are the pics lost, or have they become unseen due to compression of the timeline? Some time ago I "lost" clips in a movie, only to discover that by expanding the timeline (greatly) there they were, partially masked by preceding or following clips. I make sure now that all my stills are at least 6 seconds long, and transitions 3-4 secs. If rendering is that slow, your machine/software OS has a problem. My S14 and Avid render within minutes on movies up to 60 mins duration.

Don't give up Mario-remember, a surgeon can operate with a rusty knife, but do much better with a scalpel!
Cheers, George

TonyP
#TonyP
Wednesday, March 21, 2012 6:06 AM
George, you are right. PC performance is paramount in order to have a good editing experience. Unfortunately, the more complex the NLE, the chances for bugs. We could all use Windows MovieMaker but choose not to for the obvious reasons. I build my own PC's (have ever since 386SX days) and have custom built hundreds for clients. I also maintain the PC (just like you would an auto) and use separate drives for video editing. Heck, I even have used an external USB drive! My system is a 6core overclocked to 3.9Ghz with 16gigs of DDR3 ram and an ATI HD5870 w/2gigs GDDR5 ram. My editing experience is pretty good.
I have experienced what Mario stated about pictures sometimes appearing at another location. That basically comes when you Insert Edit and overlap the preceding image. The offending "second image" can easily be found, like George said, by expanding the timeline. I play back the video and when there is a problem, I stop and put a Marker (M key) there and expand to single frame, and sure enough, there will be an offending clip. I delete it, save, and continue on.
Also, from the Library, you can use SmartMovie (found at the bottom middle of your screen) to put together a project in a Storyboard format and then Edit it in Movie to fine tune it.
I find with Avid Studio, I can edit a project faster than in Pinnacle Studio and have more control over the final video. Does it have issues? Oh yes. But for me, I just live with it and continue editing on.
mario54
#mario54
Wednesday, March 21, 2012 3:40 PM
Thank you to George and Tony for your suggestions and for the quiet tones of the discussion. First of all I am not happy in thinking to search other Nle. I have began with s9 years ago and i spent much time in learning and trying the pinnacles product. My pc is not a F1 machine but neither a tortoise (4 core cpu at 2,83GHz, 4 GB ram, XPSp3). In my case the problems were not been the "lost clip": I have thought about this and I have expanded the the timeline at maximum but there where no wrong pictures, moreover during the preview the clip was ok but the "errors" were done during the rendering (dvd 720x540, Pal). Thank you for the patience and for your quiet help. mario
TonyP
#TonyP
Wednesday, March 21, 2012 4:50 PM
Mario, we are all in this "ship" together. One thing that I do note in your last post is that you are using WinXP. Unfortunately, Avid Studio is not certified for XP, only Vista SP2 and Win7. There are those that have succeeded in getting it to work with XP, but there is no Avid support for them. The problems you might be experiencing could be because of this.
BTW, I have been using Studio since v8 and Pinnacle DV500.
Question, have you rendered it to File and see if the problem still occurs?
Déclic Vidéo FX
#Déclic Vidéo FX
Saturday, March 24, 2012 7:54 AM
@ Mario,
I share the other people opinion here, you should try to understand the problem, and you will be happy and everything will work fine. Of course, you can switch to another NLE< but I am quite sure that you will encounter "others" problems... Nothing is bug free as said before...
@ George,
LePapy sent me an email, with the following: "If he is working with AVID Studio, he need to apply the corrective patch for the menu, in particular the one here:
- Close AVID Studio
- Look for DvdMaker.dll and IFOLibs.dll files in C:\Program Files (x86)\Avid\Studio\programs\PCLE.DiscAPI (for 64 bits) or C:\Program Files\Avid\Studio\programs\PCLE.DiscAPI (for 32 bits).
- Rename them to DvdMaker_old.dll and IFOLibs_old.dll
- Download DiscAPI_Update_B282.zip
- unzip it and extract to the same place than seen above
- Open AVID Studio and try a new export
Hope I can help him. Le Papy"



DV FX
 

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