User manual SONIC PRIMETIME - TROUBLESHOOTING GUIDE

PrimeTime Troubleshooting Guide Sonic PrimeTime SECTION 1: INSTALLATION AND SETUP ........................... 3 SECTION 2: FILE IMPORT AND AUTHORING................... 5 SECTION 3: BUILD/BURN ERRORS ...................................... 6 SECTION 4: BACKGROUND INFORMATION ..................... 7 1: Installation and Setup 2: File Import and Author 3: Build/Burn Errors 4: Background information 1. What is the DVR-MS format? 2. Capture Quality 3. DVR-MS support in PrimeTime 4. Clean Install Instructions Troubleshooting Guide PrimeTime technical training document Page 2 Sonic PrimeTime Section 1: Installation and Setup Basics Basics 1. Make sure Media Center is up-to-date with all of the latest service packs and patches before installing PrimeTime. Run a Windows Update or go to www.thegreenbutton.com for updates. Common Issues and Solutions Common Issues and Solutions 1. An error referencing the file sonicmpgavout.dll appears when launching PrimeTime. This message can also appear when attempting to burn a disc. PrimeTime failed to properly register files during the install process. · The current solution involves editing a key in the registry: -First, go into the registry editor (Start ­ Run ­ type in "regedit") -Go to the following path: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Contro l\Session Manager\Environment and highlight the key called "path". -Double-click this key to see the data. You'll need to add the following data to the END OF the value. Do not erase the entire value - add this information to the end. C:\Program Files\Common Files\Sonic Shared; The end of the key will look something like this: (note, the bold area was added to the key): %SystemRoot%\system32;%SystemRoot%;%SystemRoot%\System32\ Wbem;C:\Program Files\Sonic\MyDVD;;C:\Program Files\Sonic\MyDVD;C:\PROGRA~1\COMMON~1\ROXIOS~1\DLLS HA~1;C:\Program Files\Sonic\MyDVD;C:\Program Files\Executive Software\DiskeeperWorkstation\;C:\Program Files\Sonic\MyDVD;C:\Program Files\Common Files\Sonic Shared; Troubleshooting Guide PrimeTime technical training document Page 3 Sonic PrimeTime 2. After installing PrimeTime, MyDVD has problem importing and building DVR-MS files. After installing MyDVD, Primetime has a problem importing or building DVR-MS files. PrimeTime 1.0 is not compatible with MyDVD 4.x and below. Only one of these applications can work on the system at a single time. · Easy Fix: Reinstall the application you want to use. For example, reinstalling MyDVD will allow it to work with DVR-MS files, but will cause problems within PrimeTime. Technical Fix: MyDVD and PrimeTime share the component "RTStreamSink.ax". Instead of reinstalling the entire application, reinstall (re-register) the component that is conflicting. To restore/fix MyDVD: -Locate the file "RTStreamSink.ax" in the following directory: C:\Program Files\Sonic\MyDVD -Register this file by dragging it onto the application "regsvr32.exe" located in the following directory: C:\WINDOWS\SYSTEM32 To restore/fix PrimeTime: -Locate the file "RTStreamSink.ax" in the following directory: C:\Program Files\Common Files\Sonic Shared -Register this file by dragging it onto the application "regsvr32.exe" located in the following directory: C:\WINDOWS\SYSTEM32 · Troubleshooting Guide PrimeTime technical training document Page 4 Sonic PrimeTime Section 2: File Import and Authoring Basics Basics 1. PrimeTime will only work with assets captured by the Media Center. 2. Make sure the capture card is up-to-date with the latest patches and drivers. Run a Windows Update, or go to www.thegreenbutton.com for updates and patches. Common Issues and Solutions Common Issues and Solutions 1. PrimeTime does not locate Recorded TV shows, or some programs are missing from the list. · PrimeTime looks for recorded programs in the directory within Media Center. Make sure the Recorded TV programs are located in the proper directory. In Media Center, go to My TV > Settings > Recorder > Storage to specify this directory. 2. An exclamation point appears next to the clip after it is added to the DVD/VCD. · The file selected exceeds the disc capacity. Reduce the amount of video included in this project. The file size is determined by the quality setting in Media Center. Lower the quality of the captured video to fit more content on the disc. 3. Burn DVD/VCD button is not highlighted. · Verify that there is media in the recorder and the media is supported by the CD/DVD recorder. A video must be added to the project before the burn button will become active. PrimeTime may not recognize there is a recorder attached to the system. If possible, update the firmware on the recorder. Updating the ASPI layer may also correct this potential problem. · · Troubleshooting Guide PrimeTime technical training document Page 5 Sonic PrimeTime Section 3: Build/Burn Errors Basics Basics 1. Make sure the system is up-to-date with the latest patches and drivers. Run a Windows Update, or go to www.thegreenbutton.com for updates and patches. 2. Verify there is enough room on the hard drive to build the project. Common Issues and Solutions Common Issues and Solutions 1. The error sample cannot be rendered occurs soon after the burn button is selected. · The issue is probably specific to a file in the project. Take note of what file MyDVD was processing when the error occurs and remove this asset from the project. The recorded TV show may have been captured with errors. 2. Device Error or Sense Code errors when burning DVD/VCD. Follow the steps below to resolve CD/DVD writing errors: · First, try updating the firmware on the DVD/CD recorder in use. Disable active packet writing software that is installed on the machine. Sometimes, MyDVD can conflict with these applications that run in the background. Try disabling any of these potential problems before starting up MyDVD. You can do this by going to the task manager (Control-Alt-Delete --> Processes) and then "End Process" on DirectCD.exe (Roxio), InCD.exe (Nero) or dragtodisc.exe (Roxio). End the process on any of these applications and try writing the disc again. If problems persist, try disabling DLA.exe (Sonic). DLA can be permanently disabled by right-clicking on the CD/DVD recorder. · · MyDVD also relies on the computers ASPI layer to communicate with the CD/DVD recorder. Try updating to the latest ASPI layer. Troubleshooting Guide PrimeTime technical training document Page 6 Sonic PrimeTime · Try changing the media type or brand that is in use. Many CD/DVD recorder manufacturers list specific media brands that are supported. Check with the drives manufacturer for more information on supported media. 3. PrimeTime reports an unknown error after burn button is selected. · This error can occur if an incompatible version of MyDVD was installed over PrimeTime. Follow the instructions in Section 1:2 for details on how to resolve. If MyDVD was not installed and this error occurs with all DVR-MS files, follow the clean install instructions at Troubleshooting Guide PrimeTime technical training document Page 7 Sonic PrimeTime Section 4: Background Information 1. What is the DVR-MS format? · Media Center captures files with the .dvr-ms extension. These files contain MPEG 2 video and audio along with metadata information that describes the content of the video. 2. Capture Quality · The chart below explains the bitrate used when capturing through Media Center: Mbps 2.375 4.375 5.375 6.375 GB per Hour 1.07 1.97 2.42 2.87 Quality Fair Good Better Best 3. DVR-MS support in PrimeTime · Unlike MyDVD 4.x and below, PrimeTime supports the DVR-MS files in their native format. PrimeTime does not need to extract the MPEG 2 video first. 4. Clean Install Instructions · To uninstall PrimeTime and all of its components, follow the steps below: -Uninstall PrimeTime using add/remove -Delete PrimeTime folder in Program files folder (C>Program files>Sonic>PrimeTime) -Delete the Sonic Shared folder located (C:\Programs Files\Common files\Sonic Shared) -Delete the PrimeTime folder in the registry (HKEY_LOCAL_MACHINE\SOFTWARE\Sonic\Primetime) Troubleshooting Guide PrimeTime technical training document Page 8