- P4 3.2 Ghz (2 CPUs) 32 bit
- XP Media Center Pro (5.1, build 2600)
- 1GB RAM
- 2 x 250GB hard drives
- all windows updates including SP3
- DirectX 9.0c (4.09.0000.0904)

- completely uninstalled Studio 11 Ultimate (due to issues with crashing)

- Ran REGDELETE
   - Select ALL PRODUCTS then press CLEAN.
   - Seletct PRODUCT REGISTRATION AND ACTIVATION DATA then press CLEAN
- ran MaxRegistry to clean registry entries

- updated audio driver Realtek HD Audio 100 WDM, DRiver RtkHDAud.sys 5.10.0000.5172
- updated video drivers (Nvidia GeForce 6200 128MB 1680x1050 32 bit Integrated RAMDAC)

- ran AdAware
- DEFRAG done prior to install
- 184GB free on boot drive (after install was complete)
- MSCONFIG ended all background tasks on Startup tab
- set computer for Best Performance
- disabled background rendering and other options which are normally on by default
- reinstalled Studio 11 Ultimate from disc, no issues on install
- 1394 firewire tested and worked fine with Studio 9+ for several years
- camera and firewire cable tested on other system and capture worked fine with Studio 11 Ultimate
- Studio opens by default on the Edit tab, click Capture, program shuts down completely
- installed Studio 11.1.1 Patch with same results
- also get crash when moving around in the Make Movie tab

- crash also occurs every time in Setup > Capture Source adn Setup > Capture Format

Thanks for the very detailed post. I'm sorry but I cant find what capture device is installed and if its connected when the crash occurs.

I am using a SONY digital 8 Steadyshot Handycam camcorder (tape) direct connected to the computer via a 1394 Firewire connection.
The camera was turned on and in ready mode. The connection was established with the firewire port.
This is the same configuration as I was using successfully with Studio 9+.
I hope this clarifies the configuration.

Thanks for the clarification. Does it still lock up/crash if the firewire camera is disconnected?

Out of curiousity are you a Pinnacle Employee ? or just a good spirit trying to help the average Joe like me ? 

Yes, it locks up both ways: connected and disconnected.  I don't believe there is any issue with the firewire port or the interface because even if Studio 11 is not loaded and I have the camera connected throught the firewire and turn on the camera W/XP recognizes the new device being turned on and in turn starts up Studio 11.  After Studio 11 is loaded I choose New Project and it opens on the Edit tab. OurBackyardcircus.mpg is also loaded.  I click on the Capture tab. The hourglass displays for 8 to 10 seconds while Studio tries to do something, then suddenly closes (ie. crashes). End of session.  

I can provide further details of the contents of the files if that would help.  I have submitted NUMEROUS reports with details like this to Pinnacle over the past few days but according to the Pinnacle customer support folks at 650.267.5196, they do not have access to these reports, so I have no idea where those reports go or whether I will ever hear back from anyone on what I submitted.  All of the things I have tried so far to resolve the issue are either from their online support facility or from their support people. 

I would like to attach a screenshot of what comes up every time, but there does not appear to be a facility to browse and attach a document to this forum (only provide a url for where the document is hosted) and I don't know how to do that. I can email it to you if you wish. 

 I have pretty much run out of ideas to try.  If I can't resolve this then the software is useless and I suppose the only recourse I have is to revert back to Studio 9+ and ask for a refund. 

Is the firewire part of Pinnacle's hardware (AV/DV board) or separate hardware?  The AV/DV board is notorious for having problems installing the driver.

Have you checked the Device Manager (Control Panel/System, then the Hardware Tab, Device Manager) to make sure all the hardware is working? Look for a yellow exclamation.

Have you checked the XP event logs for clues (Control Panel/Administrative Tools, Event Viewer)? The system and applications logs may suggest a cause.

Have you verified that the video driver is in fact at 6.14.11.6921 (using Device Manager expand Display Adapter, right click on Nvidia GeForce 6200, select Properties, then  Driver Tab )? I've had a driver not install correctly before.

 What virus software are you running?  I have had problems in the past with them interfering with software.  I have not heard of the problem with Studio so it is a long shot.

 Have you said nice things to your computer and patted it on it's back lately  - my wife things I'm nuts my I think it helps

 Jerry

 

After Studio 11 is loaded I choose New Project and it opens on the Edit tab

Maybe I'm wrong, however IMO, Studio automatically Launches into Edit Tab by default & only then would you be able to select File / New Project. Don't do that & just Click on Capture Tab, when Studio Launches into Edit Tab.. 

Bird Man:

I would like to attach a screenshot of what comes up every time, but there does not appear to be a facility to browse and attach a document to this forum (only provide a url for where the document is hosted) and I don't know how to do that. I can email it to you if you wish. 

[(_!_)] How to make and post screen shots [/(_!_)]

To colour ... here is what happens when Studio starts for me ... it starts to load then comes up with the following:

The last time Studio ran, it did not shut down correctly.  What would you like to do ?

(Continue) - Continue working on the same project
(New) - Start with an empty project
(Open) - Open an existing project

Usually I choose (New) which seems like the simplest least offensive option to avoid a problem.  I have chosen all of these three options at various times and every time I go to Capture it crashes. 

To patndave ..."3. Uploading the file to the host ... Go to ImageShack. Click the Browse button" ... I don't see a browse button on www.imageshack.com ... just a blog.  where do I go from here ?

To jwvaughn ... thanks for the tips. I'll start with the easy answers.

1. There is no active virus software running. 

2. I am NOT using any PINNACLE or other capturing hardware. 

The firewire is a simple standard port connection which can be utilized to attach OEM devices.

All is well in Device Manager and as I already said XP recognizes the camera attached to the firewire port and launches Studio.

3. Video driver confirmed as 6.14.11.6921.

4. XP event logs: Applications log has 3 WinMgmt Warnings (WinMgmtR.dlll)

System Log has:

W32Time (warning) (w32time.dll) The time service has not been able to synchronize the system time for 49152 seconds because none of the time providers has been able to provide a usable time stamp. The system clock is unsynchronized

USER32 (warning)

DCOM got error "The service did not respond to the start or control request in a timely fashion. " attempting to start the service COMSysApp with arguments "" in order to run the server: {ECABAFBC-7F19-11D2-978E-0000F8757E2A}

Service Control Manager ... Timeout (30000 milliseconds) waiting for the COM+ System Application service to connect.

I had no idea installing a simple video editting software required such a heavy technical background.  IMHO this is the level of support the vendor should be providing.  Here is what I found based on your suggestions, but it is all "gobbledy-gook" to me.  I have no idea how this information can be of value to me.  This was an interesting exercise, but I fail to see how it can help me solve my problem, as I have no idea whether any of the log entries are relevant to my issue or not.  I had hoped that Pinnacle would be able to use the information they log as a result of the error to figure out what is causing the problem.  It seems that technical support simply works from a script and the left hand (support center) is not aware of the information the right hand has available or how to interpret it.

I went back and tried a series of different approaches:

- launch Studio 11, click Capture tab, program closes, crashes and burns.
- click Setup > Capture Source, program crashes.
- click Setup > Capture Format, program crashes.

I get a series of entries on the Application Event Log for these occurrences all pointing to the potential cause:

referencing WinMgmtR.dll:  A provider, OffProv11, has been registered in the WMI namespace, Root\MSAPPS11, to use the LocalSystem account.  This account is privileged and the provider may cause a security violation if it does not correctly impersonate user requests. 

Any idea on how I can use this info to solve my problem ?

Bird Man:

To patndave ..."3. Uploading the file to the host ... Go to ImageShack. Click the Browse button" ... I don't see a browse button on www.imageshack.com ... just a blog.  where do I go from here ?

You are on the wrong imageshack site.  (Don't feel bad, I end up at that site periodically myself )

To get to the correct site you can click HERE. (imageshack.us vs imageshack.com)

You will likely have to register before you can do any upload.

If you like that, here is a bonus, you can also use ImageShack QuickShot for a fast screen/window grab-upload-link download to your clipboard.  It is quite handy.

Bird Man:

2. I am NOT using any PINNACLE or other capturing hardware.

The firewire is a simple standard port connection which can be utilized to attach OEM devices.

Pinnacle's AV/DB board also has firewire ports hence the question.

Bird Man:

All is well in Device Manager and as I already said XP recognizes the camera attached to the firewire port and launches Studio.

You need to expand every panel in Device Manager to see if there are errors - I failed to mention that.  The fact that XP recognizes the device is only part of the equation - a good first step.

Bird Man:

4. XP event logs: Applications log has 3 WinMgmt Warnings (WinMgmtR.dlll)

System Log has:

W32Time (warning) (w32time.dll) The time service has not been able to synchronize the system time for 49152 seconds because none of the time providers has been able to provide a usable time stamp. The system clock is unsynchronized

USER32 (warning)

DCOM got error "The service did not respond to the start or control request in a timely fashion. " attempting to start the service COMSysApp with arguments "" in order to run the server: {ECABAFBC-7F19-11D2-978E-0000F8757E2A}

Service Control Manager ... Timeout (30000 milliseconds) waiting for the COM+ System Application service to connect.

W32Time is easily fixed but not relevent to this problem.

The two COMSSysApp I am not so sure about - perhaps Pinnacle can provide direction here. As far as I can tell they are referring to the COM+ Event Notification Server. Probably not relevant.  

Bird Man:

I had no idea installing a simple video editting software required such a heavy technical background.  IMHO this is the level of support the vendor should be providing.  Here is what I found based on your suggestions, but it is all "gobbledy-gook" to me.  I have no idea how this information can be of value to me.  This was an interesting exercise, but I fail to see how it can help me solve my problem, as I have no idea whether any of the log entries are relevant to my issue or not.  I had hoped that Pinnacle would be able to use the information they log as a result of the error to figure out what is causing the problem.  It seems that technical support simply works from a script and the left hand (support center) is not aware of the information the right hand has available or how to interpret it.

I would wager that 90% of folks don't have your troubles. I was one of the unlucky 10% - my problem turned out to a bug in the Dell BIOS.  Other folks have ended up reinstalling the operating system to get things to work. For others, updating a driver solves the problem.

RE: "I fail to see how it can help me solve my problem" - it may not but checking this stuff helps eliminate stuff and all are a lot quicker and easier than reinstalling XP to see if that fixes the problem.  Troubleshooting is a series of steps to either eliminate or include possible solutions.

RE: Pinnacle's technical support - if it is not user error, tech support's only other solution is to remove and reinstall.  The help is better here...

 

Bird Man:

I get a series of entries on the Application Event Log for these occurrences all pointing to the potential cause:

referencing WinMgmtR.dll:  A provider, OffProv11, has been registered in the WMI namespace, Root\MSAPPS11, to use the LocalSystem account.  This account is privileged and the provider may cause a security violation if it does not correctly impersonate user requests.

See here it appears to a privilege thing related to office. Why Studio would be causing it I don't know.  

 Jerry
 

My best suggestion for Birdman, is to isolate the issue better. Disable the firewire driver and attemp to reproduce the crash, if the crash prevails then its software related. If the program does not crash then this should narrow things down to the that driver.

Firewire driver was disabled as suggested.  Studio still crashes.

Every panel in Device Manager was expanded - no errors.

Me thinks there is a software problem somewhere and those can be a real b**h to track down

Unless someone has a better idea, I would back up all my data and then format the drive and do a clean install of the operating system and bring it completely up to date including all drivers.  Then install Studio and see what happens.  If it works, keep installing your other software and testing Studio.  In the end, either something will break or you are done and everything is working.

Jerry 

Thanks for the suggestion JW.  I have approx 300GB of video data which would be a real challenge to backup without purchasing a backup tape system or an additional hard drive. 

Also, the time and effort to reinstall and reload all my software and still not have it work is not practical, desirable, or acceptable.  

If somehow Pinnacle is unable and unwilling to help fix this issue then I will simply go back to Studio 9 which I know does work and get a refund on the Studio 11.  Studio 9 meets my needs and the only reason I moved to 11 was to be able to run it on my new VISTA system.  Alas, the only way to get VitaScene to work on VISTA is to buy yet more hardware in the way of a new graphics card which is compatible with VISTA as the one I have on my XP system I could not get to work on VISTA when I tried to move it across. No VISTA, No XP, No Studio 11.  I've done pretty much everything at my end, so unless there are any other creative ideas floating around it woul dbe time to move back to Studio 9.  It's sad but that is the reality.

AND & Before you do the above, Go To: MyComputer / Right-Click 0n Drive C: / Properties / Tools / Error Checking / Check now & do both Error Checks sequentially.

Error Check 1 Scans for & attempts to fix File System Errors & requires full access to Windows. You need to restart your PC for Error check after doing the above. This check checks the complete File system, whereas RUN / CHKDSK doesn't. This may/not fix your prob.

 Error Check 2 scans for & attempts recovery of bad sectors on your HDD & has 4 progress bars. The 4th could take along time. So repeat for your Capture Drive.

Don't Open any Progs whilst doing the above.

I have read your posts, but have done a Uninstall/Regdelete/Reinstall while having SP3 on?

Uninstall/Regdelete/Reinstall was done once before SP3 was applied and once afterwards.

Results were the same in both instances.

Bird Man:

Thanks for the suggestion JW.  I have approx 300GB of video data which would be a real challenge to backup without purchasing a backup tape system or an additional hard drive. 

Even without the process of wiping the drive and reinstalling everything, I would highly recommend spending the roughly $150 US to purchase a 500 gig USB drive to back stuff up.   I dread counting the number of times I've heard "My drive failed and I didn't have a backup".

Did it ever occur to you that it is not a Studio problem but rather a something in the operating system?  I don't see how that is Pinnacle's responsibility to fix! Recall that my early Studio failure was cause by a Dell BIOS, not anything Pinnacle had control over. I have two instances in the last two years where something went wrong in the operating system; in the first case everything and I mean everything slowed to crawl. After screwing around with it for a week, I gave up and did a clean install of windows - end of problem but none the less painful to have to do.  In the second case, one my co-workers had a machine just crash when running SAS (a statistical program).  We messed around for 2-3 days doing the install/re-install loop. I finally through up my hands and did a clean install of windows - again end of problem.

All it takes is one registry entry or dll getting mangled and things start breaking.  The fact the Studio 9 worked and Studio 11 only means they are using different resources.  If you go back to v9 and that fails, what then?

Jerry

I downloaded the install programs fresh, and went through uninstall / regdelete / install and the following occurred. 

During Installation of Instant DVD Recorder the following message came up ...

The following files did not self-register or unregister:

C:\Program Files\Pinnacle\Shared Files\Filter\PcleMPGDemux.ax

The specified procedure could not be found.
To continue, click OK; otherwise, click Cancel. (OK)

After installation, when Studio loaded I clicked Capture and the program crashed and closed completely just as it had done every other time.

Although DVD Recorder is utilized for the creation of a final DVD (I believe) it probably doesn't have anything to do with the capture functionality in Studio 11.  Any thoughts ? 

______________________________________

I also did the following three recommended steps provided by Pinnacle with the result that Studio11+U still crashes:

1. Kindly try updating the driver for your FIREWIRE card, if that does not resolve this, repairing Windows XP is necessary to eliminate the issue that this is OS related.

2. Un installation of Studio 11 should be done like Section 2 onwards on this procedure link:

Answer Title: Uninstall / Reinstall instructions for Studio 11
Answer Link: http://pinnacle.custhelp.com/cgi-bin/pinnacle.cfg/php/enduser/std_adp.php?p_faqid=15802&p_created=1178743864

3. Please do the following to the self register the files that are having problems.

*** click on Start -> Programs -> Accessories -> Command Prompt

*** in the command prompt window type CD\program files\Pinnacle\Shared Files\Filter

*** Manually register the files by typing in regsvr32 <filename> then press the Enter key

For Example:

type in: regsvr32 SpectrumDisplay.ocx and press the Enter key

type in: regsvr32 SurroundControl.ocx then press the Enter key

type in: regsvr32 PcleMPGDemux.ax then press the Enter key

You need to type in the filenames on the screenshot that you've sent. This should help you fixed to manually registered those files and this will help fix the problem.