I’m Frustrated!

Do you have 5 minutes for a survey (of sorts)?

In early September, I accidentally stumbled upon a problem with Nero 12 Video when using certain Stylize video effects on the Dolphin sample picture. I have subsequently confirmed that the bug exists in Nero 2014 Video. The problem manifests itself by hanging Nero Video during or at the end of encoding of a DVD structure, requiring that Task Manager's "End task" be used to terminate Nero Video (with no apparent damage).

Here's a brief summary of my "progress" to date:

20130909 Email to Tech Support referencing forum information available here.

20130911 Email from Tech Support that they see no problem on their computer.

20130911 Email to Tech Support reminding them that this issue was confirmed by two other forum participants, wither amd hg-dude. In summary, the issue has been replicated using Nero 12 Video on my Windows 8 notebook and on -Windows 7 by the others; I have confirmed that it exists using Nero 2014 Video on Windows 8.
.
... Intervening nonsense.

20131008 Email to Tech Support providing the last of their requested information. So they now have a .CAB file, three separate Nero Video log files, etc.

A week has passed.

I have previously tried to generate a little interest in his issue here to no avail. But that topic is getting cluttered by my repeated (and ignored) requests about various Nero 12/2014 Video bugs!
So, I am trying once again in this forum to get some Nero employees to perform this simple 5 minute exercise and report their results. In fact, at this point I guess it would be fine if anyone out there would join in! What follows is a step-by-step pictorial tutorial describing the procedure to confirm/deny this bug. If you take the 5 minutes to try this, please add a reply to this thread mentioning your Nero version, OS, and results.























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  • 1
    Hi Omega Tester.
    I confirm that the job hangs with the settings you have requested.
    Windows 8 64 Bit Nero 12 Platinum

    Please Note: If I make one change to the settings ... i.e. DISABLE Smart Encoding
    then the project works to completion with no problem.
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  • 2
    Lucky_Phil:
    Thank you!
    I can't imagine how the SmartEncoding setting matters to this slideshow, but I could reveal many other apparently unrelated things that also affect the result. On my system, with SmartEncoding disabled, I get the same hanging result.

    Anyone else? Please!

    How about a Nero employee or two?
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  • Sorry for your inconvenience with Nero Video, the setting you have made is OK, for such hanging problem, please send email to techsupport@nero.com, we will then analysis for you.

    In the email, please include this forum post link and the following cab file:

    Click the following link to download the "GetSupportFiles.zip" file to your hard drive:

    http://www.nero.com/link.php?topic_id...

    Extract the zipped file on your hard drive using WinZip or WinRAR. Start the tool by double-clicking the EXE-file.
    -> The "C:\WINDOWS\system32\cmd.exe" window opens.
    The tool may take several minutes.
    You can track the single steps in the displayed window.

    After the tool has successfully run you will find a file named "NeroSupport.cab" on your desktop.

    Please send us this file as an e-mail attachment.

    Thanks for your cooperation!
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  • 1
    NathanY (Employee):

    Please read the posting before responding! You will note that this has been reported to Tech Support over a month ago. All requested materials and more have been sent. I am convinced that this has now been recognized as a legitimate bug in Nero 12 and Nero 2014, but not acknowledged. It has happened repeatedly.

    So, if you want to be helpful, please try this 5 minute exercise and post your results. Using Nero 2014 Video would be really nice.
    • view 3 more comments
    • NeroUser (Employee):

      Apparently, people that "join the MVP Program" are not the only ones that are given a "contact person". I think that I read in the old forum that the so-called MVPs had their own forum and did beta testing, etc. I thought that I had read a number of requests that the program be re-instated, but it sounds as if it was never abandoned. What's the story on that?

      I've got just a few things to say about your statement, "It is practically impossible for me to follow up all your cases, and reports." In the beginning, just about two years ago, I had several issues open with Tech Support getting the usual lack of concern. I phoned Customer Support and, after being offered my money back and refusing, was told that issues sent to Tech Support are filed by email address making it difficult for the TS people to keep track. Language in recent correspondence from TS about recent issues seems to confirm that this is still the case.

      I have suggested on several occasions that Nero assign unique reference numbers to issues as they occur. But, as everyone knows, no such action has been taken.

      Moreover, there has apparently been a recent decision to eliminate the automatic response to email. I haven't been receiving them and I've seen posts indicating that others haven't either. So, the user doesn't even have the minimal satisfaction of knowing that his email is queued up somewhere.

      Before closing, I just want you to know that I received an email from Tech Support yesterday informing me that the "Stylize Effects Bug" cannot be replicated.

      That's thrice denied! September 11th, October 8th, and October 17th! And, as you can see from the contents of this thread, it is easily replicated and exists with Nero 11 Video, Nero 12 Video, and Nero 2014 Video.

      Moreover, this last email suggested that I take some rather bizarre steps:

      "The application hung could not be reproduced on our side. (see screenshot 3burn.png attached) The project could be created successfully.

      You can send us a nvc projectfile if there are only sample pictures and files which are included in our Content Pack that we can try to reproduce,
      but we found that there could also be a problem if you have the Nero 12 Content Pack and the Nero 2014 Content Pack installed on this computer.
      In this case we suggest to uninstall all Content Packs and reinstall the Nero 2014 Content Pack only.

      This problem will also affect videoeffects not only sample files."


      Please explain this nonsense.
    • NeroUser (Employee):
      In a comment just above this one, I asked for an explanation of an email that I received from Tech Support regarding the "Stylize Effects Bug". Please provide one or confirm that the steps are a little far-fetched?
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  • It was a beautiful day on the golf course even though I didn't play well.

    If I remember correctly, the problem didn't occur for me in Vista but it did occur for me in Win 7. Sorry, I didn't go back to the original post in the old forum.
    • view 1 more comment
    • I don't know who NathanY is but I think he's a relative newbie. As a result, he's probably not aware of all the discussion in the old forum that we've had in regards to problems with the various versions of Nero. However, when we point out things that have been discussed previously and sent to tech support, he needs to look into it at headquarters.
    • Well, I said that no response is necessary. But, a response came. So, let me just say that NathanY may actually be a Tech Support employee that has been around at least since December of 2012. Furthermore, if it is the same person, the postings here today are even more bizarre since I have recently received the following from "Nathan" (my emphasis):
      "Dear Armand,

      thank you for your e-mail.

      We tested the effects, the problem does not happen on our computer, but
      maybe not in the same way.

      As reported in the forum, there maybe such bugs in our program on some
      special systems, but such problems should be fixed in the new Nero 2014.


      New Nero 2014 will be released soon at the end of this month, you can check
      that at that time.

      If you want us to analysis for your problem, you can send us some
      screenshots that can show the problem and also the cab file as follows:

      Click the following link to download the "GetSupportFiles.zip" file to your
      hard drive:

      http://www.nero.com/link.php?topic_id...

      Extract the zipped file on your hard drive using WinZip or WinRAR. Start the
      tool by double-clicking the EXE-file.
      -> The "C:\WINDOWS\system32\cmd.exe" window opens.
      The tool may take several minutes.
      You can track the single steps in the displayed window.

      After the tool has successfully run you will find a file named
      "NeroSupport.cab" on your desktop.

      Please send us this file as an e-mail attachment.

      Should you have any further queries, please do not hesitate to contact us
      again.

      Best Regards

      Nathan"
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  • NathanY (Employee):
    Please clarify for myself and Wither 1 whether you are the same Nathan who generated the email quoted just above, and, if so, does any of this sound at all familiar.

    In any case, it would be refreshing to hear that you have found five minutes to try this exercise using Nero 2014 Video on Windows 7 and Windows 8. Would that be possible?
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  • Dear Omega Tester,
    With the great step by step guidance you provided I have easily reporduced the issue. I have reported it to our engineering team and will psuh for a resolution.
    • Since5.5 (Official Rep):
      I suppose it's a good thing that you were able to replicate my result. But, the question is, "Why couldn't the Tech Support personnel do the same?" Why the .CAB? Why the Nero Video log files? And, why, after all of that haven't I heard from them?
      They had essentially the same instructions in the form of a YouTube video:

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  • 1
    Hi Omega Tester/Armand

    I've just done what you were asking and my test turned out exactly the same as yours.
    I'm running Windows 7 64bit
    Intel Core i5 760
    Asrock H55M Pro M/B
    Nvidia GTX460 G/Card
    1Tb HDD
    8Gb ram.
    Schools now closed, I'm off to the PUB.
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  • 1
    A little summary to date of this "Stylize Effects Bug"

    On September 9th, Omega Tester: Created topic "NV12 hangs, NV11 crashes, using Stylize Effects" here in the old forum and sent an issue report to Tech Support (with subsequent denials and requests and no confirmation to date!).

    hg-dude: "So, now I have made eactly what you wanted and surprise, the system hangs after transcoding was completed. Shut down with Taskmanager." here.

    wither: "I just tried it in v11 and v12 in Win 7. In both cases it hung up just before the transcoding was completed."
    here.

    So, that's 3 old forum confirmations of this issue within one day.

    8 days ago: "Well, Nero employees, here's another tidbit demonstrating two separate aspect ratio difficulties from Nero 12 (and earlier) and remaining in Nero 2014. ..." here. Ignored!

    1 day ago:

    Omega Tester created this topic.

    Lucky_Phil1 (above): "I confirm that the job hangs with the settings you have requested.
    Windows 8 64 Bit Nero 12 Platinum"

    NathanY (Employee)? (above) : "Sorry for your inconvenience with Nero Video, the setting you have made is OK, for such hanging problem, please send email to techsupport@nero.com, we will then analysis for you. ..."

    NeroUser (Employee) (above): Suggested that I "go through channels" to report problems such as this: "... If one same person gets all the information, it is easier to collect it and forward it. ..."

    Since5.5 (Official Rep) (above): "With the great step by step guidance you provided I have easily reporduced the issue. I have reported it to our engineering team and will psuh for a resolution."

    oldmickthejoiner: "I've just done what you were asking and my test turned out exactly the same as yours..."

    So, in the new forum, within one day, 2 users and one Nero employee replicated the bug. One smurf requested that I send email to Tech Support as I did over one month ago. Incidentally, I came to these forums about 2 years ago after finding Tech Support to be non-responsive. It appears that nothing has changed in that respect.

    Personally, I think that the only effective way to get bugs acknowledged is right here in this forum as long as users contribute as they did here.

    Thanks again to hg-dude, wither, Lucky_Phil1, oldmickthe joiner, and Since5.5 (Official Rep).

    And to NathanY and NeroUser, I can only say that I thought that this new forum came with a promise of transparency and help from Nero employees. Was I wrong about that?
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  • 1
    An addendum to my last post:

    I have received confirmation from Tech Support that they have replicated this issue:

    "I could reproduce the reported problem as described at:
    http://forum.nero.com/nero_eng/topics...
    on my Windows 7 test-environment.
    It was not reproduceable using the setting "PAL".

    Therefore I've forwarded your repro steps to our developers for an deeper analysis.
    Please be patient we will inform you as soon as we've got an answer."

    I presume the test was done using Nero 2014, but it exists in Nero 11 Video and Nero 12 Video also. When it takes from September 9th to October 25th with numerous intervening "communications" to get a problem acknowledged, there is something wrong with the process, IMHO. Also, IMHO, as I have mentioned on occasion, it may help if Nero would look inward when issues about their software are reported.

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  • This wouldn't have happened in the old forum. It seems that persistance pays off.
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  • Wither 1, BeBiMa:
    I'm sensing a little premature jubilation here. What is it that has happened?

    The acknowledgement of this issue that I received from Tech Support came 9 days after Since5.5 acknowledged it here and 6 weeks after reporting it to them.

    Furthermore, there's the open-ended statement, "Therefore I've forwarded your repro steps to our developers for an deeper analysis.
    Please be patient we will inform you as soon as we've got an answer."

    Patience???

    And, to add insult to injury, not even the usual "form letter apology". Instead, a vague PAL vs NTSC reference. So, let me just close this out with the very first instruction given in the YouTube video referenced in the original email to Tech Support on September 9th:

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  • My post was not a jubilation.
    Wither 1 mentioned the forum as cause for the great response time.
    My opinion is, it is like with all communication channels. The slowest device dictates the transmission speed.
    Looking at the channel "Omega Tester" -- "Nero Community" -- "Nero AG", I cannot see the first two being slow. Therefore it is the last point on the line, which is less responsive.
    The reasons for this inadequate response time can only be speculated on. ;)

    Why is it so difficult to format a post?
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  • 1
    BeBiMa:

    I guess it's good that one problem has been acknowledged - there are a host of others being ignored even in this new improved forum.

    Here's another excerpt from an email I have recently received from Tech Support:

    "Concerning the forum - please understand that we're relly trying to be as helpfull as possible. But you can't expect a fix for a problem within days. This is just not possible. There is a huge process that needs to be done and a lot of decisions that need to be taken in order to build a version that contains such a fix. Unfortunately this process also may contain the decision that a bug won't be fixed for the moment because its priority is lower than other ones."

    I don't have the time to go into this in full, but I did want to mention that it is apparently the "process" that needs some serious attention. As far as bugs go, there is the simple concept of assigning an ID to an issue that has been distorted beyond belief by assigning IDs to emails instead. I have been pointing this out for two years now after being told by Customer Service that my bug reports are filed in an apparently large bucket by email address, not report ID. Here is an example of the gibberish that results after just a few rounds of "we can't replicate", "send us this", now "send us that", etc.

    Subject: Re: Nero Support Nero ID [3022125002] Nero ID [3024189002] Nero ID [3028140002] Nero ID [3040217002] Nero ID [3062130002] Nero ID [3063474002]

    I can't let this one go until I mention that the sequence just quoted is, in fact, a rather long one since I have found that communication generally ceases to be two-way much more quickly!

    Incidentally, I never said that I was expecting a bug to be fixed within days. I have no idea where that one came from.

    Perhaps, when I have a little more time, I will rant about pseudo-statisticians employed by a pseudo-Quality Assurance department!
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  • 1
    Has anyone that was able to duplicate this issue checked to see if it was fixed when the December 18th update was applied? I no longer have the computer that I used when I originally discovered the "Stylize Effects" issue (and haven't had it since Nov. 20th). I checked on my new installation of Nero 2014 Platinum on my new computer and it doesn't happen.

    It is not specifically mentioned in the Dec. 18th Release Notes.
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  • 1
    That is really a good question. Surely it is not possible to mention all bug fixes in the release notes, but it would be good practice if these customers that discovered a bug will be asked for a review of this aspect. And the ( hopefully positive ) result should be posted in the associated thread.
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  • Has anyone that was able to duplicate this issue checked to see if it was fixed when the December 18th update was applied? I no longer have the computer that I used when I originally discovered the "Stylize Effects" issue (and haven't had it since Nov. 20th). I checked on my new installation of Nero 2014 Platinum on my new computer and it doesn't happen.

    It is not specifically mentioned in the Dec. 18th Release Notes.
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  • Hi Armand

    Where have you been hiding? I'll try to duplicate the problem again tomorrow.
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  • Has anyone that was able to duplicate this issue checked to see if it was fixed when the December 18th update was applied? I no longer have the computer that I used when I originally discovered the "Stylize Effects" issue (and haven't had it since Nov. 20th). I checked on my new installation of Nero 2014 Platinum on my new computer and it doesn't happen.

    It is not specifically mentioned in the Dec. 18th Release Notes.
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  • Since I didn't have this problem in Vista (which I'm on now) way back then but I did have it on my Win 7 system, I'll see if I can break out the Win 7 system this afternoon.
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  • Sorry Armand, I've had a busy day(I forgot) I'll do it tomorrow (promise!)
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  • Isn't it pretty obvious that the problem is resolved?
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  • I think that some fixes to v14 also carried over to previous versions. For instance, I could run the check for updates in v11 and get updates a month or two ago. However, it's hard to tell whether these applied to v11, v12 and\or v14 or were for only v14 since I have so many versions installed. Obviously, changes to NMH are common to v10 to v14.
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  • I am using Version 12.5.4000 of Nero Video which was updated back on Dec 18th 2013.

    I use Nero 12 Platinum and that is the version that I used today to test the issue that Omega Tester wanted tested.

    The time that I confirmed the problem was back in October 2013.

    Hence, the December 2013 update to Nero video has indeed fixed this problem.
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  • Hi Omega Tester

    I got up nice and early and I had no problems with your exercise, I even tried all the options NSTC/Pal/Smart Encoding enabled and disabled/ high quality/Automatic/ written to a RW+Dvd disc/Hdd, nothing froze and they all played OK. So I think the problem has been fixed!!!
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  • 5 degrees F!!!. Man that's cold (-15C) we're having a heatwave at 6 degrees Centigrade. Time to get out the Buffalo Grass again!
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  • Call that a heatwave? Here in Melbourne we had 41 Celsius yesterday :(
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  • You'll be running about in your budgie smugglers in that heat!!
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  • Hi Wither

    I've just received a full refund for Nero 12 Platinum! As you know I had a few issues with it, and then upgraded to 2014 Platinum and still continued to have some issues which I resolved by uninstalling Nero completely from my computer and then reinstalling the part that interested me most NeroVideo. So far Nero Video has run flawlessly, so it seems to me there was something in the rest of Nero 2014 Platinum that did not like my computer. The only downside is that when Nero 2015 appears I'll have to buy the Platinum edition to get what I want in Nero Video. So to all the people that are having problems with Nero, if TS/developers cannot resolve the problem you WILL get a refund.
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  • Good to see that you got a refund and that Nero Video is working for you.

    Speaking of budgie smugglers, this is what I could be doing since we got 6-10" of snow on Sunday evening-

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