Please read FAQ first, when you are encountered with problems about our programs. If it still can not be solved, please contact us support@xillvideo.com The necessary
 information included in your reporting message: Your Order ID; Software name and version; Input and output format; Operation system; A detail description of the problem and the
 error message you received; Which operation step leads to the error.
General Questions:
  Advice:
1. Make sure download the latest software version from our website;
2. If you are vista system user, please log on by administrator.


 Q1. There is download and install problem with the download link you sent me.
 Q2. How long can I receive my registration code after order?
 Q3. I lost my registration code. Can you send me again?
 Q4. How to get license code?
 Q5. How often will there be an upgrade?
 Q6. I bought the software. Can it allow using the same license code in different computers at the same time?
 Q7. I bought the program, but it still says the code is invalid.
 Q8. The option of "about" shows it is unregistered when the software has been registered successfully, why?
 
  Technical Questions:  
  Advice:
1. Make sure download the latest software version from our website;
2. Download and install K-Lite Codec from our download website:
http://www.xillvideo.com/download.htm
 If the input format is RM, please download and install Real Media Codec from our download website:
http://www.xillvideo.com/download.htm
3. If you are vista system user, please log on by administrator.


 Q1.   Click the button of "add files" or "convert",the software does not respond, I have to close it, any advice?
 Q2.   Why does the software close suddenly?
 Q3.   When converting the software, it hangs on then output the empty folder, can you help me?
 Q4.   The software converts files endlessly. Even a smaller file needs very long time, any suggestions?
 Q5.   Use the software to convert files, but it converts several seconds then output the empty folder, how to solve it?
 Q6.   The software can only convert a part of the file, how to convert the full file?
 Q7.   I can not play the output file, any appreciated suggestions?
 Q8.   The output quality is not satisfied, can you help me?
 Q9.   How to solve the problem that the output files do not have sound or image?
 Q10. I get the error message "File reading error! Please check your files" when adding the converted file, any help?
 Q11. How to solve "file access error"?
 Q12. How to solve the following problems about DVD ripper or converter?
 Q13. Use the DVD ripper software, but it closes suddenly, how to solve it?
 
  General Questions:  
   Q1. There is download and install problem with the download link you sent me.
    If you can not download the software or get an error that says something like "The setup files are corrupt", please go to our download page to download the latest version
    of the software.


 Q2. How long can I receive my registration code after order?
    Most of the time, users can receive the registration code within a few minutes or hours after order. However, some times for some reason, if you have not received the
    registration information after your purchase, please email to our Support team: support@xillvideo.com to get help. We will find your order information and send you the
    registration code soon.


 Q3. I lost my registration code. Can you send me again?
    Yes. Please email to support@xillvideo.com to get your registration info back. Be sure to provide your order ID or email you used to order, so that we can find your
    purchase info in our database.


 Q4. How to get license code?
    After upgrading, you can receive the license code via email which can be sent to you automatically. The upgraded version has more powerful functions.
    It can precise control the output files parameters settings.


 Q5. How often will there be an upgrade?
    If there are some bugs to be fixed or new function is added, we will provide an upgrade for the program. Also, if your suggestion is adopted, we will also upgrade to reflect
    the suggestion in new version. So, if you have any suggestion or good idea about our program, please feel free to tell us and we highly appreciate that.


 Q6. I bought the software. Can it allow using the same license code in different computers at the same time?
    You can only run the program on one machine. It means that you can download the software on different computers, but can't run it on two or more computers at the same
    time.
    If you want to run the program on both machines at the same time, you will need to buy one more copy. We have discounts if you order two more.


 Q7. I bought the program, but it still says the code is invalid.
    1) Please operate the program newly as the above advice.
    2) Do not input the space when inputting the code. Make sure input the right code.


 Q8. The option of "about" shows it is unregistered when the software has been registered successfully, why?
    Sometimes, the "about" option does not show the change, but it can not affect the use. After registering, when open the software again, if it does not come up the dialog
    box

    1) Please operate the program newly as the above advice.
    2) Do not input the space when inputting the code. Make sure input the right code.

 
  Technical Questions:  
   Q1. Click the button of "add files" or "convert",the software does not respond, I have to close it, any advice?
    Please operate the program newly as the above advice.


 Q2. Why does the software close suddenly?
    Please operate the program newly as the above advice.


 Q3.  When converting the software, it hangs on then output the empty folder, can you help me?
    1) Please operate the program newly as the above advice.
    2) You can try about other files, because some file formats are not official standard so it can not convert correctly.


 Q4. The software converts files endlessly. Even a smaller file needs very long time, any suggestions?
    1) Please operate the program newly as the above advice.
    2) You must save the enough space for the disk of the output file. Generally, it should be bigger than the converted file size.
    3) You can try about other files, some file formats are not official standard so it can not convert correctly.


 Q5. Use the software to convert files, but it converts several seconds then output the empty folder, how to solve it?
    1) Please operate the program newly as the above advice.
    2) You must save the enough space for the disk of the output file. Generally, it should be bigger than the converted file size.
    3) You should try about other files, some file formats are not official standard so it can not convert correctly.


 Q6. The software can only convert a part of the file, how to convert the full file?
    Firstly, you must check about whether the software is registered. If the software is trial version it is normal to convert a part of file.
    1) Please operate the program newly as the above advice.
    2) You must save the enough space for the disk of the output file. Generally, it should be bigger than the converted file size.


 Q7. I can not play the output file, any appreciated suggestions?
    Firstly, we advise you play the converted files with other players. Because some players do not have player decodes so it can not play correctly.
    1) Please operate the program newly as the above advice.
    2) You must save the enough space for the disk of the output file. Generally, it should be bigger than the converted file size.


 Q8. The output quality is not satisfied, can you help me?
    1) Our software has the optimized default settings. Maybe you download the old version so that it can not work. Please download the last version from our website:
    2) Adjust the parameters settings of the output file to get your required quality.


 Q9. How to solve the problem that the output files do not have sound or image?
    Please operate the program newly as the above advice.


 Q10. I get the error message "File reading error! Please check your files" when adding the converted file, any help?
    Please operate the program newly as the above advice.


 Q11. How to solve "file access error"?
    1) Please operate the program newly as the above advice.
    2) You can try about other files, because some file formats are not official standard so it can not convert correctly.


 Q12. How to solve the following problems about DVD ripper or converter?
    1.Target disk reading failed
    2. DVD disc copy error- Please try again!
    3 Output folders can not be opened
    4 Send error report
    The solution:
    1) If your original DVD disc is encrypted, sorry, our software can not rip it or burn it now.
    2) If your original DVD disc has been destroyed, our software can not read it, you should try another good disc to try about.
    3) Make sure the space of the output file disk is enough big. Generally, it should be bigger than the converted files size.
    4) If you are Vista system user, please log on your
     computer by administrator.


 Q13. Use the DVD ripper software, but it closes suddenly, how to solve it?
    A. If Startup closes, please tell us and we can provide another solution for you
    B. If the conversion closes.
    1) If your original DVD disc is encrypted, sorry, our software can not rip it or burn it now.
    2) If your original DVD disc has been destroyed, our software can not read it, you should try another good disc to try about.
    3)If you are Vista system user, please log on your computer by administrator.