Problem with Video Pro

JuanCarlos-Martinez wrote on 10/3/2021, 2:47 PM

Video Pro X13

(It is very difficult to find where to go to ask questions about a product, I think this is a company problem. They should have a section where you can send an email directly to a technician.)

The program has not been working properly for a few weeks now. All the time it freezes completely and I have to reboot the computer. On several occasions I have lost much of what I have done (automatically save every 5 min.) When I did the update everything went smoothly but after one or two weeks the program began to have problems. First it froze when I wanted to save my work, this happened many times, to solve it I changed in program settings from NVIDIA GeForce GTX 1650 to Intel UHD Graphics 630 in import, processing and export (I've been trying different options here). That worked for some time.

Today I am working on a video and when I want to use photos and apply "Effects: Movement templates" to them there is not action from this application. The same when try to write something using "Templates: movement basic", this is the first time this happen. Video and music works without problems and the effects applied as well. When the computer stops working I have sent the information to technical support (twice) already, reporting the error from the program itself.

This is frustrating me because the program has always worked without problems but now I really have a lot of trouble doing everything, not knowing if it is really going to work and hoping not to lose my work.

Any solution? advice? etc.

Thanks.

ACER NITRO 5
Processor Intel(R) Core(TM) i5-9300H CPU @ 2.40GHz 2.40 GHz
Installed RAM 16.0 GB (15.8 GB usable)
Intel UHD Graphics 630
NVIDIA GEFORCE GTX 1650

64-bit operating system, x64-based processor / Window 10 Home Version: 20H2

Comments

CubeAce wrote on 10/3/2021, 4:08 PM

@JuanCarlos-Martinez

Hi and welcome to the user to user forums.

In theory your system should be coping but I'm not sure due to your GTX 1650 would be an M version without it's own graphics processor port so in theory has to run via the Intel HD 630.

Things not to do.

Never have the project on the C: drive with the program. USB 3 port with appropriate HDD or internal second SSD or M2 drive would be preferable.

Never use files from the cloud such as One Drive folders as the files can not be read quick enough. Similarly do not put the project in such a folder.

Make sure the C: drive has sufficient space for Windows to move files around during editing. The same goes for any additional drives in use.

Sometimes even 16GB of ram is not enough for some 4K projects. I have a few short projects that use much more ram often getting to about 24GB but that might just be me.

Use Task Manager to see if any component seems to be stressed when running. A program freezing is normally a sign that one or more components are being maxed out. Keep an eye on CPU and GPU cooling. Ram will never show being maxed out but getting to within half a GB is normally a sign of slowdown or freezing.

Some people sometimes reserve too much virtual ram to compensate. That never works. Better to lower it and allow Windows to set the correct amount.

Make sure all graphics drivers are up to date on your system and Windows as well.

Make sure if any of your video footage comes from game play or a phone that it is not variable frame rate. Video editors do not play well with variable frame rate footage. Such files need to be converted to constant frame rate footage first.

For the same reason it is not favourable to mix videos with different frame rates. The program should still work, but not necessarily well.

Ray.

johnebaker wrote on 10/4/2021, 3:40 AM

@JuanCarlos-Martinez

. . . . It is very difficult to find where to go to ask questions about a product, . . . .

Te forum is the correct place, while not Magix Support there are may experienced users here who can help.

. . . . apply "Effects: Movement templates" to them there is not action from this application . . . .

There appears to be an issue with the Movement templates in the last update, and could be the cause of the lockup with older projects this is also being seen in Photostory 2022 and Movie Edit Pro 2022.

. . . . They should have a section where you can send an email directly to a technician. . . . .

Magix use a ticketing system for issues with a program, while many people do not like this, it ensures that problems get logged and sent to the appropriate product developers.

Please raise a support ticket using the Support link at the top of the page and follow this guide on how to navigate through the Support system.

John EB
Forum Moderator