[Note: I highlighted in red below where Pinnacle indicated they are working to create a patch]

--------------------

At 11:15 AM 2/4/2003 +0100, you wrote:

>Dear Customer, we have not heard from you concerning your request for

>support in the 48 hours since we sent you a response. Consequently, we

>have changed the status of your question to SOLVED.

>

>You may also update this question by replying to this message. Because

>your reply will be automatically processed, you MUST enter your reply in

>the space below. Text entered into any other part of this message will be

>discarded.

>[===> Please enter your reply below this line <===]

You cannot mark this as "SOLVED" because that would be a BIG, FAT LIE.

Rather than deny you have problems, here is what you should do with every

problem record: Leave it open and email folks when you think you have a

"UNRESPONSIVE". For those who respond that it fixed the problem, mark it

"SOLVED". For those who respond that it does not fix the problem, leave it

"PENDING FIX".

While closing these as solved may make your status reports to upper

management look good, it likely gives them the impression that the software

lacks these serious bugs which clearly exist based on the massive number of

people reporting them.

Again, I capture just fine with PINNACLE EXPRESSION, DVD COMPLETE,

SCENALYZER, MICROSOFT MOVIE MAKER, and MYDVD. Only Studio gets my audio

OOS during capture.

Thanks,

Mark

>[===> Please enter your reply above this line <===]

>

>your issue remains unresolved, please update this question here.

>

> Question Reference #030129-000401

>Summary: Captured Audio out of sync

>Product: Studio version 8

>Sub-Product: Studio Deluxe

>Category: Capture (Audio & Video)

>Contact Information: <snip>

>Date Created: 01/29/2003 06:00 PM

>Last Updated: 02/04/2003 11:15 AM

>Status: Solved

>Region of the World: USA

>Frequency of Problem: Consistently

>Tech Skill Level: High-Level Expert

>Editing Skill Level: A Few Projects

>

> Discussion Thread

> Response (Scott)01/30/2003 04:15 PM

>Some captured analog video has AV sync problems with Studio Deluxe, Version 8.

>

>Audio/Video Sync problems can be caused by a number of issues. Make sure:

>

>1. you are not dropping any frames. Dropped frames will cause the audio

>and video to be out of sync.

>2. your tapes, cables and VCR heads are clean and undamaged.

>3. to avoid capturing areas of static or program breaks, since such areas

>are inherently without sync.

>4. you do not fast-forward or rewind during capture.

>

>Below is a link to a thread on our public web forum that describes some

>other possible causes of sync loss, along with some solutions:

>

><http://webboard.pinnaclesys.com/read_messages.asp?lng=1&WebboardID=1&ForumID=518&ThreadID=105894&Search=1&ThreadStart=0>http://webboard.pinnaclesys.com/read_messages.asp?lng=1&WebboardID=1&ForumID=518&ThreadID=105894&Search=1&ThreadStart=0

>

>Pinnacle is looking into an issue where tapes with sync problems at scene

>changes on the tape can cause AV sync problems during capture. Pinnacle

>plans to fix this issue in a future release of Version 8. Here are some

>workarounds for audio and video sync loss caused by poor video sync

>signals on a tape.

>

>1. Some users recommend using a timebase corrector (a fairly expensive

>device that goes between your VCR and the capture board) to clean up the sync.

>

>2. Some users have had good results using Scenalyzer (www.scenalyzer.com).

>Scenalyzer is a third-party capture application that may work better for

>certain kinds of analog video. You may be able to use Scenalyzer to

>capture analog video if you are unable to do so in Studio. You can then

>edit the captured video in Studio. To download Scenalyzer use

><http://www.scenalyzer.de/sclive20021115.zip>http://www.scenalyzer.de/sclive20021115.zip

> Customer (M Peters)01/29/2003 10:19 PM

>Yes, it is a new PC and I checked for new drivers when I got it home and

>there were none. I also used WIndows Update as soon as I got it and so

>DirectX should be up to date.

>

>

> >

> Response (Scott)01/29/2003 09:56 PM

>Please make sure that both your sound and video drivers as well as version

>of Direct X are the most current available.

>

>

>If you are registered to receive updates you should be notified as updates

>become available.

> Response01/29/2003 06:00 PM

>Title: No device control with Canon XL1S, XM-2, and GL-2

>Link:

><http://pinnacle.custhelp.com/cgi-bin/pinnacle.cfg/php/enduser/std_adp.php?p_faqid=1896&p_created=1039556153>http://pinnacle.custhelp.com/cgi-bin/pinnacle.cfg/php/enduser/std_adp.php?p_faqid=1896&p_created=1039556153

>

>Title: How to update my personal data (Europe Only)

>Link:

><http://pinnacle.custhelp.com/cgi-bin/pinnacle.cfg/php/enduser/std_adp.php?p_faqid=1717&p_created=1034107362>http://pinnacle.custhelp.com/cgi-bin/pinnacle.cfg/php/enduser/std_adp.php?p_faqid=1717&p_created=1034107362

>

>Title: I have lost my Hollywood FX User ID and Password. How do I find it?

>Link:

><http://pinnacle.custhelp.com/cgi-bin/pinnacle.cfg/php/enduser/std_adp.php?p_faqid=1800&p_created=1037724502>http://pinnacle.custhelp.com/cgi-bin/pinnacle.cfg/php/enduser/std_adp.php?p_faqid=1800&p_created=1037724502

>

>Title: Pinnacle product compatibility with Windows XP

>Link:

><http://pinnacle.custhelp.com/cgi-bin/pinnacle.cfg/php/enduser/std_adp.php?p_faqid=62&p_created=1004664575>http://pinnacle.custhelp.com/cgi-bin/pinnacle.cfg/php/enduser/std_adp.php?p_faqid=62&p_created=1004664575

>

>Title: How to I add MP3 (or WAV) audio files to my Studio project?

>Link:

><http://pinnacle.custhelp.com/cgi-bin/pinnacle.cfg/php/enduser/std_adp.php?p_faqid=1751&p_created=1035250050>http://pinnacle.custhelp.com/cgi-bin/pinnacle.cfg/php/enduser/std_adp.php?p_faqid=1751&p_created=1035250050

>

>Thank you for contacting Pinnacle Systems Technical Support. Your question

>has been received. We typically try to respond within 48 business hours

>(excluding weekends & holidays).

>

>If you want to update your incident, please go to

>Then you can click on My Stuff, log into our Support site and look at any

>incidents you have with us. You can update your incident in this way.

>Please do NOT reply to this email message, instead use the method we

>previously outlined above. If you try to reply to this email, it will not

>reach us.

>

>

>Many users can also find their questions on our discussion forums which

>run 24 x 7 and are user supported. The discussion forums are located at:

>

><http://webboard.pinnaclesys.com/default.asp>http://webboard.pinnaclesys.com/default.asp

>

>Choose the webboard (Discussion Forum) for your particular Pinnacle

>Product. Below are some example of the more commonly used webboards.

>

>Consumer Webboard

>- Studio DC10+ ver 1.0x

>- Studio Version 7

>- Studio Deluxe 7.xx

>

>Desktop Webboards

>- DC30 Plus & Pro

>- DC xx Products

>- DCxxxx Products

>- Pinnacle Pro-ONE

>- DV500

>

>Software Solutions

>- Pinnacle Express

>- Impressions

>

>***** Notes on how to use the Discussion Forums: *****

>

>While it is helpful to browse the issues other users are posting, you many

>not find your particular issue being discussed. We highly recommend that

>you create an account and post to the webboard. You can get an email

>notification if a user posts a reply to your post, by clicking on the

>EMAIL button in the upper right hand corner of your browser screen. You

>will then get an email notification if someone posts to your thread. The

>email notifaction will be sent to the email address you provided when you

>registered on the weboard and it will contain a link to your post.

> Customer (M Peters)01/29/2003 06:00 PM

>My captures worked fine on my old Win98 box, but it was too slow encoding,

>so I bought a 2.53GHZ HP 753N, which came with firewire. Now, when I

>capture using Studio 8 (or any of the betas), the audio is out of sync

>after a few minutes. The Pinnacle Expression demo captures just fine and

>in sync, as does scenalyzer and DVD Complete (even when I am burning and

>encoding in the background, as long as the capture program has the highest

>priority).

>

>My main concern is that if you don't fix this bug (which many other users

>have reported) until V9, then I may have to pay an upgrade fee. I would

>return the product, but I it has been past 30 days and I am using the

>capture card that came with it (mobile edition).

>

>Please fix this problem and assure me that I can upgrade to V9 without cost.

>

>I have documented details about my system and my experiences at

><http://www.thepeters.org/dvd_authoring.htm>http://www.thepeters.org/dvd_authoring.htm

>

>Thanks,

>Mark