Dennis
01-07-2008, 01:31 PM
These FAQs will help you understand more about how ConvertHQ works, what it requires to operate and how it compares to other applications you may be currently using or considering to purchase.
System Requirements
Windows Vista, Windows XP (SP2+), Windows 2000
Minimum of 512MB RAM
Minimum of 50MB free hard disk space
Minimum of 1024x768, 24 bit resolution display
How ConvertHQ Can Help You
Why do I need to use ConvertHQ?
If you need to convert audio or video files so that you can play them on your TV, home theater, iPod, PSP, Nintendo DS, Xbox 360, PlayStation 3, mobile phone, digital media appliance or computer, then ConvertHQ is perfect for you. ConvertHQ can convert audio & video files to all popular file formats, making it a must-have utility if you enjoy listing to digital music or watching videos.
What is the difference between ConvertHQ and ConvertHQ Premium?
ConvertHQ Premium is a professional audio & video converter that converts to all popular file formats. It can convert files, folder of files, convert DVDs, schedule conversions and much more. It is $59.95.
ConvertHQ offers the same features as ConvertHQ Premium, but only converts to common file formats at an affordable price. It is $19.95.
To view a side-by-side comparison of ConvertHQ and ConvertHQ Premium, click here (http://www.conceiva.com/products/converthq/features.asp#Comparison).
Why should I buy ConvertHQ Premium instead of ConvertHQ? What are the benefits?
ConvertHQ Premium offers many benefits over ConvertHQ. ConvertHQ Premium ships with higher quality and faster codecs. ConvertHQ Premium also supports more input file formats and output file formats.
ConvertHQ vs. Competitor Products
Why is ConvertHQ better than its competitors?
There are many audio converters and video converters that you can download. However, nearly all of them only convert to 1 or 2 formats. This means you must download and install many of these small utlities for your conversion needs. Also, most of these small utilities use low quality codecs and technologies when converting. This can produce less than desirable results. They also may require you download additional codec packs that can quickly mess up your computer and become very confusing as to what codec is being used and why your conversions are not working as you wish. Most of these small utilities have little error reporting or online help.
ConvertHQ Premium and ConvertHQ has been designed as a single software package that generates quality conversions every time. It has a wide range of file support so that you only need to learn and use one software utility - ConvertHQ. The codecs and technologies that ConvertHQ uses are high-quality and fast to convert. Optimized settings for each file format ensure you get great-looking, great-sounding files. ConvertHQ and ConvertHQ Premium has extensive error reporting and online help.
If you are still unsure about purchasing ConvertHQ or ConvertHQ Premium, then please download and try our 15-day trial version of ConvertHQ. It is fully featured and is limited to 15 days of use. All our products have a 30-day money back guarantee should you purchase ConvertHQ or ConvertHQ Premium and change your mind about using them.
Installing Problems
I do not understand the difference between ConvertHQ and ConvertHQ Premium.
To view a side-by-side comparison of ConvertHQ and ConvertHQ Premium, click here (http://www.conceiva.com/products/converthq/features.asp#Comparison).
I cannot install ConvertHQ.
Make sure your computer matches ConvertHQ system requirements: Windows XP or Windows Vista or Windows 2000, at least 512MB RAM, at least 50MB free hard disk space, at least 1024x768 screen resolution, free from viruses and malware.
ConvertHQ does not run after installing it.
Uninstall ConvertHQ. Reboot your PC. Close all programs - including those in your system tray. Install ConvertHQ. Try running it now. If the problem persists, contact our Customer Support team.
I cannot uninstall ConvertHQ.
Reboot your PC. Close all programs - including those in your system tray. Go to Control Panel and double click on Add/Remove Programs. Locate ConvertHQ and double-click it to start the uninstall. If the problem persists, contact our Customer Support team.
I cannot install the latest version of QuickTime on Windows 2000
QuickTime is no longer supported on Windows 2000. For Windows 2000 users, ConvertHQ will still work if you install an older version of QuickTime. You can download a Windows 2000 compatible version of QuickTime from here (http://www.conceiva.com/downloads/quicktime715.exe).
Registration Problems
My trial version expired.
If you like using ConvertHQ, you need to purchase it to continue using it. Go to the http://www.conceiva.com/buy/default.asp to purchase Convert Premium or ConvertHQ. We accept all major credit cards and PayPal. For your peace of mind, ConvertHQ Premium and ConvertHQ comes with a 30-day money back guarantee if you decide it is not suitable for you.
I purchased ConvertHQ Premium or ConvertHQ, but I cannot register it.
If you purchased ConvertHQ Premium, you should have received an email from us with the link to download ConvertHQ Premium, your serial number and license key. Download ConvertHQ Premium using the provided link and install it onto your computer. Note: You will need to uninstall your trial version of ConvertHQ before installing ConvertHQ Premium.
To register ConvertHQ or ConvertHQ Premium, open the email containing the serial number and license key (if you have not received it, check that your email program did not treat it as spam). Select the serial number using your mouse and use the Edit/Copy command in your email program to copy it to the Windows clipboard.
Now, go to ConvertHQ or ConvertHQ Premium and click the Register button to display the Register dialog. Type in your name into the user name edit box. Then, right click in serial number's edit box. Click Paste from the popup menu to paste the serial number into the edit box. Next, copy the license key from the email and paste it into license key's edit box. It is important that you copy all numbers/characters in the serial number & license key in order for the registration to work.
After entering the details, click OK to register. Close ConvertHQ and then start it again. If your details were entered correctly, then the Trial Version screen in ConvertHQ or Activation screen in ConvertHQ Premium in will no longer appear.
File Format Problems
Why can't I read/play MPEG-1 or MPEG-2 files?
ConvertHQ Premium can read and convert MPEG-1 and MPEG-2 files. ConvertHQ cannot.
Why can't I read or convert MOV, 3GP, 3GP2, MP4 or M4V files?
You need to download and install the free QuickTime Player. You can download it from http://www.quicktime.com.
Why can't I read or convert DivX files?
You need to download and install the free DivX Player. You can get it from http://www.divx.com.
Why can't I read or convert Xvid files?
You need to download and install the free Xvid codec pack. You can get it from http://www.xvidmovies.com/codec/.
Why can't I read a DVD that I have?
Commercial DVDs typically have CCS protection. ConvertHQ Premium and ConvertHQ does not convert protected DVDs. For ConvertHQ, a MPEG-2/AC-3 decoder is not provided (ConvertHQ Premium does have one). You can install a MPEG-2/AC-3 decoder from Elecard (http://www.elecard.com) or purchase ConvertHQ Premium. The current versions of ConvertHQ Premium and ConvertHQ do not support DTS Audio streams.
Converting Problems
Why does my Real file get named with an extension .rmvb?
The Real encoder engine creates an extension .rmvb when variable bitrate is selected. If you select constant bitrate in the settings, then ConvertHQ will create a file with the extension .rm.
Why is my audio and video not synchronized after converting with ConvertHQ?
This can occur sometimes if the true frame rate is not accurately specified in the source file. Please click on Settings button and change the frame rate to something more suitable (typically a lower frame rate).
What settings should I use when converting files?
ConvertHQ ships with three presets High, Standard, and Low. If you want high-quality files, then choose High. If you want files that are small in file size, then choose Low. If you want specific settings, choose Custom and click the Settings button to adjust the settings as you require.
I can't see Xvid in the output format list. How do I convert Xvid files?
Download and install the free Xvid codec pack (http://www.xvidmovies.com/codec/). Then, close ConvertHQ and restart it. Select the AVI output format and click the Settings button. You will see Xvid listed in the Video codecs list.
When I convert to DivX I get the DIVX watermark in the corner of the screen. Can I stop this from happening?
This logo is not actually in the file you created with ConvertHQ. It is displayed by DivX Player. If you open the DivX Playback configuration utility (that was installed when you installed DivX Player), there is an option "Show DivX logo watermark". If you uncheck this check box, the watermark will not appear when you play DivX files.
Why don't I see any video in the preview window?
If you are converting a video to an audio format, the preview window in ConvertHQ will not display video. The preview window is designed to give you a preview of the result (output) of the conversion, not a preview of the input file.
How do I convert only part of a file?
It is possible to limit the conversion of your movie or audio file by setting different start and end positions. Use the "Cut Left" and "Cut Right" buttons to add start and end points in the media that you want to extract.
Can I convert a folder of media files to another format?
Yes, if you click on the "Convert Folder" mode you can select a folder and filter the media from this folder you want to convert to another format. When you click the start button all the media ConvertHQ can find will be converted to the output format you select.
Can I include all subfolders when converting a folder or files?
Yes, if you click on the "Filter" button, when in Convert Folder mode, there is a check box labeled "Include subfolders". Checking this will search all subfolders for media as well as the folder you select.
Can I convert a copyrighted DVD to another format?
No, ConvertHQ will not work on copyrighted DVD's as this may infringe copyright laws.
Why can't I play my video files on my PSP?
The PSP requires video files to be placed in a very specific folder and files to be named using a specific file naming convention. When you have your PSP memory card attached to your computer and export to the PSP output format we will automatically suggest the correct folder and file name. If you change these names your video may not work on your PSP.
I have converted files ready to use on my iPod, how do I transfer them now?
ConvertHQ does not copy files to your iPod. After converting files to the iPod format you need to use iTunes to transfer the output files.
While ConvertHQ is converting files, my computer is very slow and I want to use other programs. Is there anything I can do to make it more responsive?
Converting media file formats is using a lot of CPU and memory. Your computer will slow down during conversions. If you want to be able to use other applications while the conversion is taking place, you can change the task priority of the conversion so it uses less CPU and memory. To do this, you can lower the "Task Priority" in ConvertHQ (if you are in convert file mode, you will need to select the conversion in the list of files to be converted before changing the priority).
I want to convert video for my mobile phone, can I do it with ConvertHQ?
ConvertHQ Premium can convert to 3GPP and 3GPP2 file formats which are used in many mobile phones. You will need to consult your mobile phone manual for information on what video formats it supports.
My conversions are going to take a long time to complete. Can ConvertHQ turn my computer off when all the conversions are finished?
Yes, ConvertHQ is able to close itself, or shut down, log off, or hibernate your computer when all its conversions are finished. Use the "After conversion" combo box to set what you want to happen after all files have been converted.
I cannot convert DVDs with ConvertHQ.
Only ConvertHQ Premium can convert DVDs. You need to purchase ConvertHQ Premium.
Opening a video file takes a very long time. ConvertHQ looks frozen.
Some codecs installed on your computer may cause this. ConvertHQ searches for all suitable codecs on your computer and this can take time depending on the codecs you have installed.
Installing a codec pack with Matroska and OGG/Vorbis causes the OGM/OGG format to fail (and it was working before).
Installing another OGG codec on top of ConvertHQ may cause this problem. Most codec packs we have tested ask you if you wish to keep the old OGG codecs during the installation. You can re-install ConvertHQ and this will restore the original codecs.
Converting videos to PSP in 16:9 format works OK but the sound is not in synch with the image.
This is often due to the source file frame rate not being reported correctly. Try adjusting the settings of PSP output to 25 FPS or 24 FPS.
The video and audio are not synchronized in the output file.
Some video files and DVDs have particular requirements with frame rate speed. Click on the Settings button in the Output Format and change the frame rate. This will modify the Audio TimeStamp corrector and you should be able to find a suitable frame rate.
I selected DivX but the ConvertHQ refuses to convert or freezes.
Some versions of DivX actually list a Decoder in the list of Encoders in DirectShow. This problem occurs because you selected the Decoder and ConvertHQ is trying to use it to encode your file. Make sure you chose the DivX Encoder - it will be called something like "DivX(r) 6.8 Codec (2 Logical CPUs)".
I downloaded a video from the web, but its does not play on Vista.
Some video files that contain data encoded with the Sipro Lab ACEPLNET audio codec are known to cause issues on Vista. Try installing the following codec - http://www.acelp.net/acelp_eval_eula.php. Another solution is to download and install the "Vista Codec Pack".
The conversion to PSP worked OK but my PlayStation Portable does not find the video.
In recent firmware upgrades, Sony has decided to reorganize the PSP directory structure. Although the old structure should still work, Sony now recommends to put your video files in the \VIDEO and \AUDIO folders instead of the old sub-folder named "100MNV01" in "MP_ROOT". You may have to connect your PSP to your computer and move files to the appropriate folder.
For firmware versions < 2.80, most PSP's use the following directory structure:
+ PSP
| - COMMON
| + GAME
| | - UPDATE
| - MUSIC
| - PHOTOS
| - SAVEDATA
| - SYSTEM
+ MP_ROOT
| - 100MNV01
For firmware versions 2.80+, PSP's use the following directory structure:
+ PSP
| - COMMON
| + GAME
| | - UPDATE
| - SAVEDATA
| - SYSTEM
+ MUSIC
+ PICTURE
+ VIDEO
The 'PSP' directory is the main directory used by the PSP. The 'MP_ROOT' directory is where you should store any MP4 video files you want to view using your PSP, in a compatible format.
I have ConvertHQ and it will not convert my MPEG-1 and MPEG-2 files. What should I do?
ConvertHQ is optimized for specific MPEG-1 and MPEG-2 codecs so that your conversions are reliable and high-quality. These codecs are only shipped in ConvertHQ Premium, and not in ConvertHQ. You will need to upgrade to ConvertHQ Premium in order to convert MPEG-1 and MPEG-2 files.
Another solution may be to download a codec from Elecard. Elecard has a trial version of their codec that does work with ConvertHQ. However the trial version is limited in the amount of use and displays a watermark. Go to http://www.elecard.com/download/index.php and download the Elecard MPEG2 Decoder and Streaming PlugIn for WMP codec. Note: If you decide to purchase the Elecard codec, remember that you could simply upgrade to ConvertHQ Premium and get MPEG-1 and MPEG-2 - plus many more formats.
Diagnosing Problems
I have an audio or video file, but ConvertHQ can not read it.
The file you have downloaded may be corrupted or incomplete. In many cases, the file may require a codec that is not yet installed onto your computer. To determine what codecs are used for a file, we suggest installing a free utility called GSpot (http://gspot.headbands.com). This utility will tell you if you have the codecs on your computer to read the file, and tell you the names of the codecs. Once you know the names, you can search for them on the internet. We suggest the codec-download site http://www.codec-download.com is a good starting point. We also suggest that you install the FFDSHOW codec pack from http://www.free-codecs.com/download/FFDShow.htm which includes many popular codecs for reading audio & video files.
How do I start the diagnostic logging in ConvertHQ?
Sometimes our customer support staff may ask you to turn on diagnostic logging and email the log to them. Logging can be turned on in the Options dialog. There are two types of logs. The first is a simple conversion log. It tells you what files were converted and the date/time the conversion happened along with if the conversion was successful. Do not send this log file to customer support staff. There is also a diagnostic log that you can turn on. If you do turn this on, please remember to turn it off again later as it will generate very large log files and consume a lot of disk space. You can click the View diagnostic log button to go to the folder containing the log file. Please zip this file up and email it customer supoprt staff if they request it.
ConvertHQ is crashing when I try to read or convert a file. Can you tell me why?
This could be due to a number of reasons. It is possible a codec that you have installed onto your computer is being used to read the file or convert the file. This codec may old or be corrupted. It may also be incompatible with ConvertHQ.
In order to better determine the cause of the problem, we recommend the following:
1. Download and install the free GSpot utility from http://gspot.headbands.com . Open the file using GSpot and see what codecs the file is using.
2. Download and install the free Sherlock utility from http://www.updatexp.com/sherlock-codec-detective.html. Run it and then click Save. Send this log file to Conceiva's customer support staff for analysis.
3. Try to open and play the file using Windows Media Player. It may report an error message that is helpful in diagnosing the problem.
4. Start diagnostic logging in ConvertHQ. To do this, go to the Options dialog and check the Generate diagnostic log file checkbox. Try to open the file again in ConvertHQ. You can send this log file to Conceiva's customer support team for analysis.
Some codecs are very slow to respond when ConvertHQ uses them.
Use the Sherlock utility (http://www.updatexp.com/sherlock-codec-detective.html) to list your codecs and email the list to our customer support team.
I found an AVI file that seems to freeze or crash ConvertHQ, what should I do?
The file is most likely corrupted in some way, or contains data with an unusual codec. Try to open the file with Windows Media Player. Try diagnosing the file with GSpot http://gspot.headbands.com and identify the name of the missing codec. Contact our customer support team.
System Requirements
Windows Vista, Windows XP (SP2+), Windows 2000
Minimum of 512MB RAM
Minimum of 50MB free hard disk space
Minimum of 1024x768, 24 bit resolution display
How ConvertHQ Can Help You
Why do I need to use ConvertHQ?
If you need to convert audio or video files so that you can play them on your TV, home theater, iPod, PSP, Nintendo DS, Xbox 360, PlayStation 3, mobile phone, digital media appliance or computer, then ConvertHQ is perfect for you. ConvertHQ can convert audio & video files to all popular file formats, making it a must-have utility if you enjoy listing to digital music or watching videos.
What is the difference between ConvertHQ and ConvertHQ Premium?
ConvertHQ Premium is a professional audio & video converter that converts to all popular file formats. It can convert files, folder of files, convert DVDs, schedule conversions and much more. It is $59.95.
ConvertHQ offers the same features as ConvertHQ Premium, but only converts to common file formats at an affordable price. It is $19.95.
To view a side-by-side comparison of ConvertHQ and ConvertHQ Premium, click here (http://www.conceiva.com/products/converthq/features.asp#Comparison).
Why should I buy ConvertHQ Premium instead of ConvertHQ? What are the benefits?
ConvertHQ Premium offers many benefits over ConvertHQ. ConvertHQ Premium ships with higher quality and faster codecs. ConvertHQ Premium also supports more input file formats and output file formats.
ConvertHQ vs. Competitor Products
Why is ConvertHQ better than its competitors?
There are many audio converters and video converters that you can download. However, nearly all of them only convert to 1 or 2 formats. This means you must download and install many of these small utlities for your conversion needs. Also, most of these small utilities use low quality codecs and technologies when converting. This can produce less than desirable results. They also may require you download additional codec packs that can quickly mess up your computer and become very confusing as to what codec is being used and why your conversions are not working as you wish. Most of these small utilities have little error reporting or online help.
ConvertHQ Premium and ConvertHQ has been designed as a single software package that generates quality conversions every time. It has a wide range of file support so that you only need to learn and use one software utility - ConvertHQ. The codecs and technologies that ConvertHQ uses are high-quality and fast to convert. Optimized settings for each file format ensure you get great-looking, great-sounding files. ConvertHQ and ConvertHQ Premium has extensive error reporting and online help.
If you are still unsure about purchasing ConvertHQ or ConvertHQ Premium, then please download and try our 15-day trial version of ConvertHQ. It is fully featured and is limited to 15 days of use. All our products have a 30-day money back guarantee should you purchase ConvertHQ or ConvertHQ Premium and change your mind about using them.
Installing Problems
I do not understand the difference between ConvertHQ and ConvertHQ Premium.
To view a side-by-side comparison of ConvertHQ and ConvertHQ Premium, click here (http://www.conceiva.com/products/converthq/features.asp#Comparison).
I cannot install ConvertHQ.
Make sure your computer matches ConvertHQ system requirements: Windows XP or Windows Vista or Windows 2000, at least 512MB RAM, at least 50MB free hard disk space, at least 1024x768 screen resolution, free from viruses and malware.
ConvertHQ does not run after installing it.
Uninstall ConvertHQ. Reboot your PC. Close all programs - including those in your system tray. Install ConvertHQ. Try running it now. If the problem persists, contact our Customer Support team.
I cannot uninstall ConvertHQ.
Reboot your PC. Close all programs - including those in your system tray. Go to Control Panel and double click on Add/Remove Programs. Locate ConvertHQ and double-click it to start the uninstall. If the problem persists, contact our Customer Support team.
I cannot install the latest version of QuickTime on Windows 2000
QuickTime is no longer supported on Windows 2000. For Windows 2000 users, ConvertHQ will still work if you install an older version of QuickTime. You can download a Windows 2000 compatible version of QuickTime from here (http://www.conceiva.com/downloads/quicktime715.exe).
Registration Problems
My trial version expired.
If you like using ConvertHQ, you need to purchase it to continue using it. Go to the http://www.conceiva.com/buy/default.asp to purchase Convert Premium or ConvertHQ. We accept all major credit cards and PayPal. For your peace of mind, ConvertHQ Premium and ConvertHQ comes with a 30-day money back guarantee if you decide it is not suitable for you.
I purchased ConvertHQ Premium or ConvertHQ, but I cannot register it.
If you purchased ConvertHQ Premium, you should have received an email from us with the link to download ConvertHQ Premium, your serial number and license key. Download ConvertHQ Premium using the provided link and install it onto your computer. Note: You will need to uninstall your trial version of ConvertHQ before installing ConvertHQ Premium.
To register ConvertHQ or ConvertHQ Premium, open the email containing the serial number and license key (if you have not received it, check that your email program did not treat it as spam). Select the serial number using your mouse and use the Edit/Copy command in your email program to copy it to the Windows clipboard.
Now, go to ConvertHQ or ConvertHQ Premium and click the Register button to display the Register dialog. Type in your name into the user name edit box. Then, right click in serial number's edit box. Click Paste from the popup menu to paste the serial number into the edit box. Next, copy the license key from the email and paste it into license key's edit box. It is important that you copy all numbers/characters in the serial number & license key in order for the registration to work.
After entering the details, click OK to register. Close ConvertHQ and then start it again. If your details were entered correctly, then the Trial Version screen in ConvertHQ or Activation screen in ConvertHQ Premium in will no longer appear.
File Format Problems
Why can't I read/play MPEG-1 or MPEG-2 files?
ConvertHQ Premium can read and convert MPEG-1 and MPEG-2 files. ConvertHQ cannot.
Why can't I read or convert MOV, 3GP, 3GP2, MP4 or M4V files?
You need to download and install the free QuickTime Player. You can download it from http://www.quicktime.com.
Why can't I read or convert DivX files?
You need to download and install the free DivX Player. You can get it from http://www.divx.com.
Why can't I read or convert Xvid files?
You need to download and install the free Xvid codec pack. You can get it from http://www.xvidmovies.com/codec/.
Why can't I read a DVD that I have?
Commercial DVDs typically have CCS protection. ConvertHQ Premium and ConvertHQ does not convert protected DVDs. For ConvertHQ, a MPEG-2/AC-3 decoder is not provided (ConvertHQ Premium does have one). You can install a MPEG-2/AC-3 decoder from Elecard (http://www.elecard.com) or purchase ConvertHQ Premium. The current versions of ConvertHQ Premium and ConvertHQ do not support DTS Audio streams.
Converting Problems
Why does my Real file get named with an extension .rmvb?
The Real encoder engine creates an extension .rmvb when variable bitrate is selected. If you select constant bitrate in the settings, then ConvertHQ will create a file with the extension .rm.
Why is my audio and video not synchronized after converting with ConvertHQ?
This can occur sometimes if the true frame rate is not accurately specified in the source file. Please click on Settings button and change the frame rate to something more suitable (typically a lower frame rate).
What settings should I use when converting files?
ConvertHQ ships with three presets High, Standard, and Low. If you want high-quality files, then choose High. If you want files that are small in file size, then choose Low. If you want specific settings, choose Custom and click the Settings button to adjust the settings as you require.
I can't see Xvid in the output format list. How do I convert Xvid files?
Download and install the free Xvid codec pack (http://www.xvidmovies.com/codec/). Then, close ConvertHQ and restart it. Select the AVI output format and click the Settings button. You will see Xvid listed in the Video codecs list.
When I convert to DivX I get the DIVX watermark in the corner of the screen. Can I stop this from happening?
This logo is not actually in the file you created with ConvertHQ. It is displayed by DivX Player. If you open the DivX Playback configuration utility (that was installed when you installed DivX Player), there is an option "Show DivX logo watermark". If you uncheck this check box, the watermark will not appear when you play DivX files.
Why don't I see any video in the preview window?
If you are converting a video to an audio format, the preview window in ConvertHQ will not display video. The preview window is designed to give you a preview of the result (output) of the conversion, not a preview of the input file.
How do I convert only part of a file?
It is possible to limit the conversion of your movie or audio file by setting different start and end positions. Use the "Cut Left" and "Cut Right" buttons to add start and end points in the media that you want to extract.
Can I convert a folder of media files to another format?
Yes, if you click on the "Convert Folder" mode you can select a folder and filter the media from this folder you want to convert to another format. When you click the start button all the media ConvertHQ can find will be converted to the output format you select.
Can I include all subfolders when converting a folder or files?
Yes, if you click on the "Filter" button, when in Convert Folder mode, there is a check box labeled "Include subfolders". Checking this will search all subfolders for media as well as the folder you select.
Can I convert a copyrighted DVD to another format?
No, ConvertHQ will not work on copyrighted DVD's as this may infringe copyright laws.
Why can't I play my video files on my PSP?
The PSP requires video files to be placed in a very specific folder and files to be named using a specific file naming convention. When you have your PSP memory card attached to your computer and export to the PSP output format we will automatically suggest the correct folder and file name. If you change these names your video may not work on your PSP.
I have converted files ready to use on my iPod, how do I transfer them now?
ConvertHQ does not copy files to your iPod. After converting files to the iPod format you need to use iTunes to transfer the output files.
While ConvertHQ is converting files, my computer is very slow and I want to use other programs. Is there anything I can do to make it more responsive?
Converting media file formats is using a lot of CPU and memory. Your computer will slow down during conversions. If you want to be able to use other applications while the conversion is taking place, you can change the task priority of the conversion so it uses less CPU and memory. To do this, you can lower the "Task Priority" in ConvertHQ (if you are in convert file mode, you will need to select the conversion in the list of files to be converted before changing the priority).
I want to convert video for my mobile phone, can I do it with ConvertHQ?
ConvertHQ Premium can convert to 3GPP and 3GPP2 file formats which are used in many mobile phones. You will need to consult your mobile phone manual for information on what video formats it supports.
My conversions are going to take a long time to complete. Can ConvertHQ turn my computer off when all the conversions are finished?
Yes, ConvertHQ is able to close itself, or shut down, log off, or hibernate your computer when all its conversions are finished. Use the "After conversion" combo box to set what you want to happen after all files have been converted.
I cannot convert DVDs with ConvertHQ.
Only ConvertHQ Premium can convert DVDs. You need to purchase ConvertHQ Premium.
Opening a video file takes a very long time. ConvertHQ looks frozen.
Some codecs installed on your computer may cause this. ConvertHQ searches for all suitable codecs on your computer and this can take time depending on the codecs you have installed.
Installing a codec pack with Matroska and OGG/Vorbis causes the OGM/OGG format to fail (and it was working before).
Installing another OGG codec on top of ConvertHQ may cause this problem. Most codec packs we have tested ask you if you wish to keep the old OGG codecs during the installation. You can re-install ConvertHQ and this will restore the original codecs.
Converting videos to PSP in 16:9 format works OK but the sound is not in synch with the image.
This is often due to the source file frame rate not being reported correctly. Try adjusting the settings of PSP output to 25 FPS or 24 FPS.
The video and audio are not synchronized in the output file.
Some video files and DVDs have particular requirements with frame rate speed. Click on the Settings button in the Output Format and change the frame rate. This will modify the Audio TimeStamp corrector and you should be able to find a suitable frame rate.
I selected DivX but the ConvertHQ refuses to convert or freezes.
Some versions of DivX actually list a Decoder in the list of Encoders in DirectShow. This problem occurs because you selected the Decoder and ConvertHQ is trying to use it to encode your file. Make sure you chose the DivX Encoder - it will be called something like "DivX(r) 6.8 Codec (2 Logical CPUs)".
I downloaded a video from the web, but its does not play on Vista.
Some video files that contain data encoded with the Sipro Lab ACEPLNET audio codec are known to cause issues on Vista. Try installing the following codec - http://www.acelp.net/acelp_eval_eula.php. Another solution is to download and install the "Vista Codec Pack".
The conversion to PSP worked OK but my PlayStation Portable does not find the video.
In recent firmware upgrades, Sony has decided to reorganize the PSP directory structure. Although the old structure should still work, Sony now recommends to put your video files in the \VIDEO and \AUDIO folders instead of the old sub-folder named "100MNV01" in "MP_ROOT". You may have to connect your PSP to your computer and move files to the appropriate folder.
For firmware versions < 2.80, most PSP's use the following directory structure:
+ PSP
| - COMMON
| + GAME
| | - UPDATE
| - MUSIC
| - PHOTOS
| - SAVEDATA
| - SYSTEM
+ MP_ROOT
| - 100MNV01
For firmware versions 2.80+, PSP's use the following directory structure:
+ PSP
| - COMMON
| + GAME
| | - UPDATE
| - SAVEDATA
| - SYSTEM
+ MUSIC
+ PICTURE
+ VIDEO
The 'PSP' directory is the main directory used by the PSP. The 'MP_ROOT' directory is where you should store any MP4 video files you want to view using your PSP, in a compatible format.
I have ConvertHQ and it will not convert my MPEG-1 and MPEG-2 files. What should I do?
ConvertHQ is optimized for specific MPEG-1 and MPEG-2 codecs so that your conversions are reliable and high-quality. These codecs are only shipped in ConvertHQ Premium, and not in ConvertHQ. You will need to upgrade to ConvertHQ Premium in order to convert MPEG-1 and MPEG-2 files.
Another solution may be to download a codec from Elecard. Elecard has a trial version of their codec that does work with ConvertHQ. However the trial version is limited in the amount of use and displays a watermark. Go to http://www.elecard.com/download/index.php and download the Elecard MPEG2 Decoder and Streaming PlugIn for WMP codec. Note: If you decide to purchase the Elecard codec, remember that you could simply upgrade to ConvertHQ Premium and get MPEG-1 and MPEG-2 - plus many more formats.
Diagnosing Problems
I have an audio or video file, but ConvertHQ can not read it.
The file you have downloaded may be corrupted or incomplete. In many cases, the file may require a codec that is not yet installed onto your computer. To determine what codecs are used for a file, we suggest installing a free utility called GSpot (http://gspot.headbands.com). This utility will tell you if you have the codecs on your computer to read the file, and tell you the names of the codecs. Once you know the names, you can search for them on the internet. We suggest the codec-download site http://www.codec-download.com is a good starting point. We also suggest that you install the FFDSHOW codec pack from http://www.free-codecs.com/download/FFDShow.htm which includes many popular codecs for reading audio & video files.
How do I start the diagnostic logging in ConvertHQ?
Sometimes our customer support staff may ask you to turn on diagnostic logging and email the log to them. Logging can be turned on in the Options dialog. There are two types of logs. The first is a simple conversion log. It tells you what files were converted and the date/time the conversion happened along with if the conversion was successful. Do not send this log file to customer support staff. There is also a diagnostic log that you can turn on. If you do turn this on, please remember to turn it off again later as it will generate very large log files and consume a lot of disk space. You can click the View diagnostic log button to go to the folder containing the log file. Please zip this file up and email it customer supoprt staff if they request it.
ConvertHQ is crashing when I try to read or convert a file. Can you tell me why?
This could be due to a number of reasons. It is possible a codec that you have installed onto your computer is being used to read the file or convert the file. This codec may old or be corrupted. It may also be incompatible with ConvertHQ.
In order to better determine the cause of the problem, we recommend the following:
1. Download and install the free GSpot utility from http://gspot.headbands.com . Open the file using GSpot and see what codecs the file is using.
2. Download and install the free Sherlock utility from http://www.updatexp.com/sherlock-codec-detective.html. Run it and then click Save. Send this log file to Conceiva's customer support staff for analysis.
3. Try to open and play the file using Windows Media Player. It may report an error message that is helpful in diagnosing the problem.
4. Start diagnostic logging in ConvertHQ. To do this, go to the Options dialog and check the Generate diagnostic log file checkbox. Try to open the file again in ConvertHQ. You can send this log file to Conceiva's customer support team for analysis.
Some codecs are very slow to respond when ConvertHQ uses them.
Use the Sherlock utility (http://www.updatexp.com/sherlock-codec-detective.html) to list your codecs and email the list to our customer support team.
I found an AVI file that seems to freeze or crash ConvertHQ, what should I do?
The file is most likely corrupted in some way, or contains data with an unusual codec. Try to open the file with Windows Media Player. Try diagnosing the file with GSpot http://gspot.headbands.com and identify the name of the missing codec. Contact our customer support team.