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I’m not happy

Nero video freezes when I try to edit a video.

I can import a file. Most of the time it will get to the point where I can continue and make the DVD, but there are many times where it freezes at importing the video. I am trying to edit a video to trim the beginning and end. It just stops at the progress bar when I click the edit button.
The POS service I get from Nero tech support make me need to ask on the forum.
I sent them an email with the cab file of the system specs, opened a ticket. I get an automated email a couple of weeks later saying my ticket was closed due to inactivity.... when they never responded the first time.

Does anyone have any ideas?

I tried uninstalling and reinstalling. I also used the first aid kit to clean my system of all Nero products before installing again.

I would be willing to switch to a program suite with better customer service if anyone can list some. I've just been happy with the product itself when it works.
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  • Hi Steve,
    If you can advise which version of Nero Video you are using (which year) ... it might help to delete the "cache" folders relevant to that version. The "cache" folders will not necessarily be deleted when you do an uninstall, so they could need to be manually removed.

    I can give you details about that when you advise which version you have.

    Another possible setting that could help is to turn on Nero Video "background rendering" in the options to see if that makes a difference.

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  • If you are using Nero Video 2016 ...

    Here are the steps to see if deleting the cache folders will help ...

    It might be a case of the "cache" folders becoming corrupt. You can delete the Nero Video "Cache" folders, and they will be re-initiated when Nero Video starts up again.

    Where to do the deleting:

    Substitute your windows username for "YOUR USER NAME" below ...

    For Nero 2016 :

    (1)
    Delete the folder "Nero Vision" at
    C:\users\YOUR USER NAME\AppData\Local\Nero\Nero 2016

    (2)
    Delete the folder "SharedMediaData" at
    C:\users\YOUR USER NAME\AppData\Local\Nero

    (3)
    Delete the folder "Nero Vision" at
    C:\users\YOUR USER NAME\AppData\Roaming\Nero\Nero 2016

    Note: The above folders are usually "hidden" folders in Windows, so you might have to use the "View" Tab in Windows File Explorer to show hidden files from C:\users\YOUR USER NAME
    and below.
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  • I would check if there are graphics drivers that need updating.

    Or if on Windows 10 even reverse to earlier version, some later automatic updates screwed things up for many people at Adobe forum and Premiere.

    If NVIDIA drivers, I think they reversed to 368.x or there around. If newest was around 375 or so.

    Seems you get more trouble with updates from Microsoft than viruses as such.

    Another thing I am always suspicious of is automatic saves of projects like there is in Nero Video. If it saves at unfortunate instant doing things, I see that as a source for problems. I rather save manually and frequently. I use audio software mostly, and that is the case there.
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  • Ok, I was apparently a little over zelous when I posted it working below.
    It went further than before and the import progress bar finished, but now it's still stuck in the editing section and won't do anything. It won't even close without opening task manager.

    original message:
    One or your suggestions worked. Thank you.
    I deleted the cache files, uninstalled nero, deleted any remaining nero files in the app data folder, updated my AMD graphics drivers, used the nero first aid tool, restarted and reinstalled and now it works ok.

    thanks for the help.
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