Picture freezing/being shaky, not able to install driver

Stefan-Trngren wrote on 11/23/2020, 3:42 PM

Hello.
I am having issues when trying to transfer VCR tapes into my Magix program. It used to work fine, but about six weeks ago, something changed. Whenever I try to play something in my VCR now while having it connected to my Magix program, the recording will be freezing and/or be shaky.
I have been trying to solve this by the help of Magix support since mid October (so over five weeks), but gotten nowhere.
I've tried uninstalling everything and reinstalling from scratch. When I try to install the driver recommended by them I get the following error message "Please plug in video converter" and gives me choice to retry or cancel. It is already plugged in, but there might be something wrong with it. When plugged in all the way, there is no red light, when plugged in halfway I do get the red light.
If I click "retry" nothing happens. If I click "cancel" I get error message "Driver installation failed. Could not find the device for this driver". If I don't don't click on retry or cancel, the installation continues but gets stuck at 95%.
I'm not getting anywhere with support, first person I spoke to think it's not a problem with the video grabber, I have the red/white one. (The fact that it doesn't light up when I plug it in leads me to think there is"). He said it was likely related to my device or related to Windows 10 and that nothing could be done about it. This person closed the case after I din't respond for five days, so I had to open a new ticket and I am now in touch with another person from their support.
Based on my description, any idea what's wrong? I could probably get a new videograbber sent to me if I ask for it. I have tried both Magix Video Easy (version 6) and Rescue your videotapes (version 9) with the same result. I have also tried different scart cables, two different VCR's, different tapes, all with the same result.

I originally bought Rescue Your videotapes version 8, this came with the red grabber. I was later recommended to upgrade to version 9 by downloading which I did. I see this comes with a black videgrabber, I don't know if this is causing any issues.

Product version:
- Magix Video easy Version 6.0.0.47 (UDP3) or Rescue Your Videotapes Version 9
Processor:
- - AMD RYZEN 5 3600 6 CORE 4.2GHZ
Operating system:
- Windows 10
Memory:
- - 16GB
Sound Card:
- - Nvidia High Definition Audio
Graphics Card:
- - Nvidia GeForce GTX 1660 Super
Browser:
- Chrome 86.0.4240

Comments

emmrecs wrote on 11/24/2020, 4:11 AM

@Stefan-Trngren

Welcome to the Magix user to user forums.

When I try to install the driver recommended by them I get the following error message "Please plug in video converter" and gives me choice to retry or cancel. It is already plugged in, but there might be something wrong with it.

I have a suspicion that this may be the root of your problem! With the convertor plugged in, but without the driver being previously installed, Windows has installed some generic driver that it thinks is "suitable". It seems this driver may be blocking the installation of the correct one because it is making the convertor "invisible".

So, I would suggest the following:

Unplug the convertor
Go to Device Manager and Uninstall the convertor. You can access Device Manager by right-clicking on the Windows Start icon and choosing Device Manager in the list that then opens.
I'm not entirely sure under which heading in DM your convertor will be listed but start with Imaging Devices.
Once you have found it, right-click on it and choose Uninstall. Windows will ask if you are sure, click Yes.
Once the uninstall is complete, reboot your computer.
Once the computer is up and running again, do not plug in the convertor but install the driver that Magix sent you.
When the message appears about plugging in the convertor, do so.

One other thing: you've not told us whether your installation of Win 10 is 32 bit or 64 bit. It is essential that the driver you are trying to install is the same bittage as your OS, i.e. 32 bit driver for 32 bit Win 10, 64 bit for 64 bit Win 10.

Please post back and let us know whether you were successful in doing all this.

Jeff
Forum Moderator

Stefan-Trngren wrote on 11/24/2020, 7:11 AM

Thank you very much for your reply. I can't find the convertor under device manager. I have attached pictures of everything in the device manager. Do you see something that could be the convertor there?

And my win 10 is 64 bit.

emmrecs wrote on 11/24/2020, 8:25 AM

@Stefan-Trngren

I see what you mean!

As a rather long shot, can you, in turn, right-click on each of the entries under "Human Interface Devices" and select the Properties option and take a screenshot of the General and Details tabs and then post them here?

I'm going to tag @johnebaker in this; he may well have more ideas to offer.

Jeff

Stefan-Trngren wrote on 11/24/2020, 8:51 AM

Sure. This is what that looks like.

johnebaker wrote on 11/24/2020, 9:20 AM

@Stefan-Trngren, @emmrecs

The USB converter must be plugged in so you can see it in Device Manager, it should be under Sound, video and game controllers, then uninstall it, if asked to remove the drivers do, as soon as that is done unplug the USB device.

To install the correct drivers do not plug the device in until asked to do so.

HTH

John EB

emmrecs wrote on 11/24/2020, 9:26 AM

@johnebaker

I knew there was something wrong with my original instructions to the OP!

@Stefan-Trngren, my apologies!

Jeff

Stefan-Trngren wrote on 11/24/2020, 10:31 AM

Thanks John. I was able to see it this way and uninstalled the converter. Unplugged it and tried installing the correct driver but unfortunately ran into the same message as previously.

emmrecs wrote on 11/24/2020, 1:16 PM

@Stefan-Trngren

Can you show us the message on the screen behind the error message? I see a box labelled "Installation Results". What does it say?

Once the driver installation was "complete", did you then plug in the convertor? If so, what happened?

Jeff

Stefan-Trngren wrote on 11/24/2020, 1:51 PM

That is the message.

If I plug in the convertor and try to setup the 64 driver, the same thing happens. If I try to install the driver by clicking just setup, it says x86 will be installed but then I get this popup window saying "Please plug in video converter". If I click "retry" nothing happens. If I click "cancel" I get error message "Driver installation failed. Could not find the device for this driver". If I don't don't click on retry or cancel, the installation continues but gets stuck at 95%.

One thing I noticed that I haven't noticed before, is that when I plug the converter in this is how it looks in the device manager.

Other than mouse and keyboard, the converter is the only thing I have plugged in to the USB. If I unplug the converter this USB 28286 device disappears from the Device manager.

johnebaker wrote on 11/25/2020, 7:53 AM

@Stefan-Trngren

If you want the 64 bit driver for the red converter if you followed through the Support site it takes you to here, this is the correct driver for the 64 bit version.

Additionally in Windows Settings, Privacy, Microphone, and Camera options ensure Allow desktop programs are allowed to access this device is turned on.

HTH

John EB

Stefan-Trngren wrote on 11/25/2020, 8:24 AM

It's not worded exactly like that, but allow apps to access this device is turned on in microphone and camera settings.

I tried to download the driver following your link.

If I here click on Magix USB-Videowandler to I get this error message:

If I click on ignore or retry nothing happens. If I click on abort I get the following message where it says the videowandler could not be installed.

If I instead, from the first picture click on setup, the download and installation is seemingly working, but when I then go to the Magix program and try to play my VHS tape there through my VCR, the grabber won't show up. If I click on the arrow to see if I can scroll down, there's nothing there and if I click on the circled arrow nothing happens either.

Stefan-Trngren wrote on 11/25/2020, 8:27 AM

And device manager still looks the same:

Stefan-Trngren wrote on 11/30/2020, 10:14 AM

They sent me a new video converter, the black Video Wandler 3.I uninstalled all the Magix programs I had, then reinstalled Magix Rescure Your Videotapes version 9. It then said install video converter which I did and it said drivers had been installed succesfully.

I then tried to play a VHS tape but colors were faulty. Not freezing or shaky, but something is not right. There is nothing wrong with the tapes or VCR's as I tried several different ones.

Any idea what's wrong?

CubeAce wrote on 11/30/2020, 10:52 AM

@Stefan-Trngren

Hi.

I don't use this program at all but have you selected the correct VHS region, NTSC or PAL?

Is it an option?

Ray.

Stefan-Trngren wrote on 11/30/2020, 11:09 AM

That might have solved it. Thank you :)) I thought I had already changed this, but there was a default setting at SECAM instead of PAL I and when I changed this the colors became normal. I have not noticed any more freezing or shaking, so it seems it was an issue with the video grabber all along and the new one solved the problems, but I will do some testing in the next days to see it everything is working as it should before I consider this solved. Thanks for all the input so far.

Stefan-Trngren wrote on 12/2/2020, 2:29 PM

Not had any issues in the recent days, so we can consider this solved. Thanks again.

Kritzlof wrote on 4/11/2021, 2:14 AM

Hi!

I seem to be having the same issue as Stefan. I cannot get the installation to recognize that the device is plugged in and/or cannot get the device to use the installed drivers.

I have tried both with installing "magix_usb_video_driver_black_int" which was the one I found on your website and "magix_usb_videowandler_2_(rot-weis)_treiber_64_bit" that was linked in this thread.

When starting Video easy rescue etc.. the program doesn't recognize that the device is plugged in or installed.

It seems the final solution for Stefan was simply to get a new device? Is there anything else I can do?

johnebaker wrote on 4/11/2021, 11:40 AM

@Kritzlof

If your Windows version is 10 then in Windows settings, Privacy, check that Allow desktop apps to access . . . . - are allowed to access the Microphone and Camera - the options are at the bottom of the pages.

The correct driver you require for Windows 10 depends on the colour of the USB device you have and can be downloaded from here.

John EB
Forum Moderator