Normal Mode Troubleshooting Guide

While the vast majority of our users do not run into any conversion or playback issues, a tiny minority of our users do. This guide was written to help those users, as most of their problems are solvable using one of the solutions found below.

Creating Short Test Videos

Troubleshooting video conversion problems is a trial and error process. Every time you apply a solution, you should convert your video to see if the solution fixed your problem. Since video conversion is a very time consuming process, it would take far too long to keep testing your full length video. In order to save time, we have added a test video feature that lets of create a video of the first 15 seconds of your original video. This feature will let you quickly find out how to fix the problem occurring with your video.

To create a test video, you must access the troubleshoot section by clicking the "Troubleshoot" button [Purple Box] in the "Video File" tab. This button is only accessible after you select a file up until the point where you select your Video Settings. This will take you to the next screenshot.

Once you are in the troubleshoot section, change the "Create Test Video" combo box [Left Purple Box] to 15 seconds and click the "Normal Mode" button [Right Purple Box] to return back to the Normal Mode section. Then proceed to convert your video normally. When you start your conversion, instead of converting the entire video, only the first 15 seconds will be converted. You must repeat these steps every time you want to create a test video.

Standard Troubleshooting Solutions

Solution 1 - Try a Different Video Format

If the conversion failed and you were using the "New" video format setting [Purple Box], try using the "Old" video format setting. If you were already using the "Old" video format setting, try using the "New" video format setting.

Solution 2 - Try a Different Video Decoder

Go to the troubleshoot section by clicking the "Troubleshoot" button [Upper Purple Box] and then change the "Video Decoder" combo box [Middle Purple Box] to use one of the alternate decoders instead of the default one. Click the "Normal Mode" button [Lower Purple Box] to return to the Normal Mode section.

Solution 3 - Store your source video in custom folder

Make sure your source video is stored in a custom directory like "C:\sourceVideos" and NOT in one of the following folders:
"Documents and Settings", "My Documents", "Desktop" on XP.
"Users", "Documents", "Desktop" on Vista.

OK: C:\sourceVideos\mycoolvideo.avi
Not Ok:
C:\Documents and Settings\John\My Documents\cool.avi

Solution 4 - Store your converted video in custom folder

Make sure your converted videos are stored in a custom directory like "C:\iPodVideos" and NOT in one of the following folders:
"Documents and Settings", "My Documents", "Desktop" on XP.
"Users", "Documents", "Desktop" on Vista.

OK: C:\iPodVideos\mycoolvideo.avi
Not Ok:
C:\Documents and Settings\John\My Documents\cool.avi

Solution 5 - Use Alpha characters for file and folder names

Do not use non-alphanumeric characters like (:, -, +, ., &, $, !, etc.) or foreign characters (Like Russian, Japanese, Korean, Chinese, etc) in the folder names where your files or stored or in the filenames of your source video. Stick to alphanumeric English characters.

OK: C:\SourceVideos\mycoolvideo.avi
Not Ok:
C:\Source+Videos\mycoolvideo.avi
C:\Source.Videos\mycoolvideo.avi
C:\SourceVideos\my+cool&video.avi

Solution 6 - One period per filename

Do not have multiple periods in your source video file name. You can have one period in the filename right before the file extension.

OK: C:\SourceVideos\mycoolvideo.avi
Not Ok: C:\SourceVideos\my.cool.video.avi

Solution 7 - Download additional Video Formats

If you cannot play your source video in Windows Media Player, then you won't be able to convert your video when using an alternate "Video Decoder". Download the CCCP Codec Pack to obtain missing video formats.

Solution 8 - Manually Add File to iTunes Library

If your converted video fails to be added to your iTunes Library automatically, you should try added it manually. Simply open up iTunes, click "File", then click the "Add File to Library..." option and select the converted video you wanted to add to iTunes.

Audio/Video Synchronization Issues

Solution 1 - Try a Different Video Decoder

Go to the troubleshoot section by clicking the "Troubleshoot" button [Upper Purple Box] and then change the "Video Decoder" combo box [Middle Purple Box] to use one of the alternate decoders instead of the default one. Click the "Normal Mode" button [Lower Purple Box] to return to the Normal Mode section.

Solution 2 - Try A/V Sync Fix #1

Go to the troubleshoot section by clicking the "Troubleshoot" button [Upper Purple Box] and then change the "Audio/Video Sync" combo box [Middle Purple Box] to use A/V Snyc Fix #1 instead of the none. Click the "Normal Mode" button [Lower Purple Box] to return to the Normal Mode section.

Solution 3 - Try A/V Sync Fix #2

Go to the troubleshoot section by clicking the "Troubleshoot" button [Upper Purple Box] and then change the "Audio/Video Sync" combo box [Middle Purple Box] to use A/V Snyc Fix #2 instead of the none. Click the "Normal Mode" button [Lower Purple Box] to return to the Normal Mode section.

Solution 4 - Fix Constant Audio Delay

Go to the troubleshoot section by clicking the "Troubleshoot" button [Upper Purple Box] and then change the "Video Decoder" combo box [Upper Middle Purple Box] to use one of the alternate decoders instead of the default one. Set the "Constant Audio Delay" text box [Lower Purple Box] to the number of seconds you want to delay (example "3" or "-2") the video. Click the "Normal Mode" button [Lower Right Purple Box] to return to the Normal Mode section.

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