Movie Studio Platinum 2022 - crash when importing a '.mp4' video file

mike_w wrote on 9/19/2023, 11:35 AM

Hi all

I'm new to using MSP and have just tried to import a .mp4 video file into the programme on my desktop PC. This causes MSP to crash straight away (closes without any error message being displayed).

I am able to view the video file on my PC so it seems to be OK. I've also loaded it into MSP on my laptop and that imports without any problems.

When I re-opened MSP on my PC, a message was displayed asking if I wanted to submit the log to Magix (which I did). The message box wouldn't allow me to view it as well (option greyed out). Where are the error logs saved (on my PC) please? I've tried importing the file a few times but the 'send error log' message isn't displayed each time for some reason.

Does anyone know what is likely to be causing this problem please and how I can resolve this problem?

Many thanks

UPDATE: I've searched and found the log file :-) It says:

Error in module "mpeg2_x64.dll" (Load address: 0x00007FFCE2DB0000) to address 0x00007FFCE2E10586 (Exception 0xc0000005 "ACCESS_VIOLATION")

Any idea how to fix this please?

Comments

johnebaker wrote on 9/19/2023, 12:28 PM

@mike_w

. . . . tried to import a .mp4 video file into the programme on my desktop PC. This causes MSP to crash straight away (closes without any error message being displayed) . . . .

We need more information to help diagnose the issue you are having:

The specification of your computer system including Windows version and program version, see this topic for what is required and please quote processor and graphics card make/model in full, and also what monitor/screen resolution(s) you are working with if this is a laptop.

I would suggest you put this information in your profile signature so we do not have to keep asking for it.

Are the graphics card/integrated GPU drivers up to date?

A screen shot of the Program settings, Device options tab would help.

As the issue occurs when adding video to the timeline what video format, codec and resolution are you using - to help with this download and install MediaInfo and analyse one of the clips causing the issue and post the results, see this tutorial on how to setup MediaInfo and analyse a video clip for all the data required.

Note - MediaInfo is a safe analysis program, with no ads or 'extras', for video analysis please and provides a complete view of all the information which is relevant, other methods are often not so comprehensive.

John EB
Forum Moderator

mike_w wrote on 9/27/2023, 10:48 AM

Many thanks for your reply John. Apologies for the delay...I've only just had chance to get on my computer again! :-(

Looking at Windows 10 device manager, my PC has two graphics cards:

1. Intel(R) HD Graphics 530 (Built-in)

2. NVIDIA GeForce GTX 960 (Additional)

I've checked (via Windows 10 device manager) both sets of drivers and it said they are both up to date.

I couldn't see anywhere to attach a screenshot when sending this reply. For future reference, how do I attach files / screenshots please?

Magix (Movie Studio Platinum 2022) shows as latest update (v21.0.2.138 UDP3) and the device options tab showed the three 'Hardware Acceleration' set to the Intel graphics card. I tried swapping the three settings to the NVIDIA graphics but the programme still crashed (even when navigating to the folder where the video file is - I hadn't experienced that when set to the Intel graphics!)

I'll try and add the information to my profile but, in the meantime, my PC is as follows:

Processor   Intel(R) Core(TM) i7-6700K CPU @ 4.00GHz 4.00 GHz
Installed RAM   16.0 GB (15.9 GB usable)
System type   64-bit operating system, x64-based processor
Edition   Windows 10 Home
Version   22H2
OS build   19045.3448
Experience   Windows Feature Experience Pack 1000.19044.1000.0

I have Windows update activated so I assume this is up to date.

Any advice / solutions would be much appreciated. Many thanks :-)

MediaInfo data:

General
Complete name : C:\Users\mike_\AppData\Local\EseeCloud\data\video_download\C_20230909_134300-141100.mp4
Format : MPEG-4
Format profile : QuickTime
Codec ID : qt 0000.02 (qt )
File size : 64.2 MiB
Duration : 17 min 50 s
Overall bit rate mode : Variable
Overall bit rate : 503 kb/s
Frame rate : 16.086 FPS
Writing application : Lavf57.71.100

Video
ID : 1
Format : HEVC
Format/Info : High Efficiency Video Coding
Codec ID : hev1
Codec ID/Info : High Efficiency Video Coding
Duration : 15 min 47 s
Bit rate : 548 kb/s
Width : 2 304 pixels
Height : 1 296 pixels
Display aspect ratio : 16:9
Frame rate mode : Variable
Frame rate : 16.086 FPS
Minimum frame rate : 5.443 FPS
Maximum frame rate : 27.478 FPS
Bits/(Pixel*Frame) : 0.011
Stream size : 61.9 MiB (97%)
Language : English
Codec configuration box : hvcC

Audio
ID : 2
Format : mp4a-40-0
Codec ID : mp4a-40-0
Duration : 17 min 50 s
Bit rate mode : Variable
Bit rate : 16.0 kb/s
Maximum bit rate : 32.0 kb/s
Channel(s) : 1 channel
Channel(s)_Original : 5 channels
Channel layout : C
ChannelLayout_Original : C L R Ls Rs
Sampling rate : 64.0 kHz
Frame rate : 62.500 FPS (1024 SPF)
Stream size : 2.04 MiB (3%)
Language : English
Default : Yes
Alternate group : 1

CubeAce wrote on 9/27/2023, 11:23 AM

@mike_w

Hi.

The problem is the HEVC file has a high variable frame rate from 5.443 FPS to 16.086 FPS and a not as standard audio sampling rate of 64 kHz. Sudden frame rate changes can cause problems if the video editor can't read the header properly to tell it how many times to repeat a frame as the editor must produce a constant frame rate file and render the file at a set standard frame rate.

If this is from a screen recording of game play, see if you can adjust the recorder to produce straight MP4, constant frame rate files which are much more reliable and easy for video editors in general to cope with. For the existing file you could use HandBrake to convert the file to a constant frame rate and a more convenient sound sampling rate of either 44.1kHz of 48kHz.

[Edit] That is also a very low bitrate file for a 4K video and there could be a potential problem with the audio channel layout which ideally should be a 2 channel file.

Ray.

emmrecs wrote on 9/27/2023, 1:49 PM

@mike_w

In addition to what Ray has written, your file actually has a variable frame rate of 5.443 to 27.478 FPS, with, I presume, an "average" of 16.086. Those rates, along with the extremely unusual Audio Sampling Rate of 64kHz (I've never encountered that before, presumably it's double the slightly more common but still rare 32kHz) and the fact that the audio is in 5 channels, and the very low bitrate for such a file are all the most likely factors leading to the problem you are seeing!

My inclination, as Ray advised, would be to use something like the free Handbrake to convert the file to a constant frame rate and a more standard Audio Sampling Rate.

However, I did note you say the file plays properly on your laptop. To diagnose why this apparent anomaly occurs we would need a full specification of both your laptop and your desktop.

One other thought: according to the MediaInfo data the Format Profile is Quick Time. I've looked through several mp4 files on my computer and none show that profile.

However, I wonder whether that means QT needs to be present on your computer to allow it to play the file? Is it possible your laptop has QT but your desktop doesn't?

Jeff
Forum Moderator

CubeAce wrote on 9/27/2023, 3:04 PM

@mike_w

Hi Actually @emmrecs (Jeff)'s comments has made me think of other things to check with your computer.

Yes you are up to date with the last build release of Windows 10 but have you checked your nvidia card has the latest driver which it can use which is the game ready driver 537.42

However for your graphics card this page https://www.nvidia.com/en-gb/geforce/drivers/ should also allow you to download older drivers as well if you type into the search engine there which nvidia card you have in case of compatibility issues.

MEP / MMS 2022 has the Infusion Engine II so can also use your Intel HD 530 graphics card but have you also installed the Microsoft HEVC decoder onto the desktop do the file can be read correctly by the program. Players have their own built in decoders that can't be shared with MEP / MMS. Be aware there are no new drivers for the older Intel graphics chip (including mine) that are not xe or above and may be version 31.0.101.2125. At least that was the last update for my HD630.

In Windows Settings / System / Graphics settings, under 'Choose an app to set preference', choose Desktop app and search for C: Program Files / Movie Edit Pro Premium (or similar) and you should see a folder marked 2022. Open the folder and click on the exe. file at the base of the list which is probably labelled videodeluxe.exe The program should now appear below the Choose an app to set preference box and it needs to be set to 'Let Windows decide'.

Make sure Windows is set to allow the use of the microphone input and that preferably the sound device input is set to Stereo Mix.

That all inputs outputs are set to the same sample rate and bit depth to help smoother running. I suggest 24 bit 48kHz if that is possible.

Then you have done just about everything you can to ensure it is not the program or Windows but probably the file that is causing problems.

[Edit]

I have been running MEP / MMS 2022 for some time now on a weekly basis without many problems but I stick to using MP4 and not HEVC files for editing. I can do quite complex projects without serious problems. It is the file types that put the most strain on a system and HEVC is one of the worst.

Ray.