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Nero Video suddenly not working anymore

If you go to the problem titled "Nero Video/Nero Recode suddenly not working anymore" you will find this first occurred 2 years ago and is still waiting for a fix.

My Nero Video 2016 crashed 8 weeks ago on my Windows 7 PC and the Nero techs have had me change the registry settings, upgrade the .Net files and other things all to no avail. I have not heard from them in 2 weeks and they no longer respond to my emails. This is NOT service!! :-(

I have just requested a refund as the product they supplied is now useless and it appears they have no intention of trying to fix it given that the problem was first reported 2 years ago.

Is there anyone in Nero who actually cares about providing customer service?
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  • Have you tried to look into the computeradministration - logbook - and looked for what happens (click down to programs) when you start Nero Video. Maybe Windows tells something there!

    Maybe Ashampoo Winoptimizer 15 can help you, if you have a problem with Windows. I have used it for some years now. Its very cheap - and is a big help, so if you are interested go to www.Ashampoo.com.
    • Thanks for taking the time to help me with this Mogens. I am looking at installing the Winoptimizer FREE software to see if it can do any good. I will also check out the logbook and let you know what I found.

      Many thanks!
    • To Mogens, the Windows Event Viewer showed me this error after the program crashed:

      Faulting application name: NeroVision.exe, version: 17.0.17.0, time stamp: 0x56d2f421
      Faulting module name: KERNELBASE.dll, version: 6.1.7601.23915, time stamp: 0x59b94abb
      Exception code: 0xe06d7363
      Fault offset: 0x0000c54f
      Faulting process id: 0x1c4c
      Faulting application start time: 0x01d36e2fd6949358
      Faulting application path: C:\Program Files (x86)\Nero\Nero 2016\Nero Vision\NeroVision.exe
      Faulting module path: C:\Windows\syswow64\KERNELBASE.dll
      Report Id: 4ff5f729-da23-11e7-9e63-b4b52fd41fbf

      Do you have any comments before I consider installing Winoptimizer Free?

      Many thanks!
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  • Was your last communication with tech support to them or from them? If from them, what did it say? If to them, were you telling them that what they last asked you to do didn't work?

    This sounds like a C++ problem.
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  • Hi again! If you copy the exception code: 0xe06d7363 direct at the url address (+ enter) you will get some links to what the problem can be.
    One of the links is:http://repairerrors.net/0xe06d7363.html. You could try that!

    The free winoptimizer from Ashampoo is an old version of the program. I would buy the version 15 if I was you. I guess it will find a lot of problems, you didn't know you had. (I guess version 16 is about to come soon, but then you will get an offer to upgrade if you wish!). Good luck and merry Christmas!
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  • I’m sad
    Hi Mogens - sorry for the delay in responding, but its been very busy at this end in the lead-up to Christmas.

    First, as Windows 7 does not allow one to Restore the system beyond 4-weeks (and as the system error occurred some 8-weeks ago) I was unable to try that option. It is a shame that the Nero techs didn't get me to try this means of correcting the problem. Maybe they are not aware of it potentially being a solution??

    Second, I then used the link you provided and ran the Reimage Repair tool. Naturally it found plenty of 'errors' but it required $40 to fix once only, or $60 to use the tool for a year. A search of the web revealed that there are many scammers using such software that either doesn't work or they keep continue debitting your credit card even if you cancel the service. So I chose to delete the software.

    Finally, I loaded the Ashampoo FREE software and it also detected and supposedly 'fixed' the various problems. After re-booting and running Nero Vision, it certainly started-up quicker, but crashed in the usual way. :-(

    Thanks anyway for your suggestions as they are much appreciated. :-) :-)
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  • Hi Alan! Its sad with all those links at the internet, which promise to help you, but is only after money. It was therefor I gave you the link to Ashampoo, which I know make cheap good software. As I wrote, the free software is an old version, which I am not sure is up to date. Version 15 is!

    Have you looked after the logfile? Is it still the same message?
    • Hi Mogens - I just received this email from Ashampoo regarding my query about this problem.

      I'll get around to looking at the logfile soon. Many thanks! :-)

      Hello,

      WinOptimizer is for cleaning up drives and correct problems within the registry and also offer some tools for tweaking. WinOptimizer is not a repair tool for damaged system files nor can it replace them if necessary.

      I'm sorry, we can't help you in this matter.

      Mit freundlichen Grüßen / Regards

      Bernard Meurer
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  • Hi Mogens - I do appreciate your comments as they are most helpful.

    I have written to the Ashampoo people and provided them with the Event Viewer report to find out if their WinOptimizer does detect and fix the Exception code: 0xe06d7363 problem. I did thsi as I was not going to purchase their product if it did not cure my problem.

    Hopefully in the next day or so, I will check the log file to see if there is anything there that can be helpful and I will get back to you. I'm not a PC 'guru', so a lot of this takes time to find out about and then do - especially in the 'silly season'. Many thanks again Mogen. Cheers!
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    • Its funny - in Windows 10 I have had the a problem with the apps, which I could not see, where I allso had to make a new user. In the new user the apps appeared again, but it was to much to copy all my files to the new user. Then later I opend my old user name again - and BINGO all the apps was ok - so maybe you can have the same experience! Merry Christmas!
    • Hi Mogens - thanks for sharing your experience with me. It seems that Windows develops these sorts of issues that appear to be impossible to debug. I'm just glad that I have can now edit some of my old Nero files. Thanks again for your help and Merry Christmas too!
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  • I was looking back at a response you posted in another thread about your problem. It concerned a problem opening a .nvc. In that thread, you posted you had 45 GB of hard drive space available. Is that still the case?
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    • if you running files from external usb drive you could try to get all files over to main drive. if you burn from external drive you could meet some problems. try that. try cdburerxp poweriso isoburner and so on with dvd rw and bd-r rw re 1 st. have you got latest firmware on dvd bd burner. ps 2x are enough speed. just burn small files to test. run nero burning test if you got full version. demo version of nero can/could and can only burn 300mb. get a ssd disk. or ask for help from pro IT. take whole pc with you and let them test if you got a failing hdd. hybrid ssd and so on. point what drive you got how mutch speed it has type and catche on dvd bd r burner. deframenting mp4 files that allready are comprimised. use smart defrag and optimise your ssd disk. mydefrag and defraggler whom is FREE. intern window defragger taking ages. and it not showing how and how big files are fragmented. and scan for malewarebyte adwmalware Zemana AntiMalware 15 days . scan and get rid of pup zombie trojans.
      if you got a sata 1 drive and you trying to rin full speed 6x bd-r burn it mai/y fail. put it to 2x-4x. for dvd put it at 8x. cd-r */* 150x words for 1x.
    • Hi Kjell - thanks for your comments and suggestions. I'll look into all of this during the Christmas holiday break, when I have more time available. Merry Christmas.
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