General [last update - 15 March 2004]
Do I have to download something again after buying VideoSnaps?
The same program archive you downloaded (trial shareware version) will be enabled (un-locked) after you enter a valid license key. The license key is sent to you via e-mail once your payment has been authorized. This license key "knows" which program edition you purchased, and will 'un-lock' the corresponding functionality. You should however check the web site for new versions/ updates, and if a version later than the one you downloaded before is available, you could download the newer version and install over your existing installation - effectively updating your VideoSnaps license.
If I previously trial'ed VideoSnaps and ran out the entire trial period, can I re-trial a newer program version?
Most newer program versions (updates) re-set the trial; so the answer is yes - we would definitely like you to try any new features/ improvements. The only exception is if an update release does not introduce much over and above the previous release.
How do I un-install VideoSnaps?
VideoSnaps does not install files in different folders on your computer, or in your system folders. Hence there is no need for special un-installer. To un-install, simply delete the folder where you installed the program (first making sure to backup any personal files/ data you may have in there), then delete the corresponding program group.
What is your policy on Free Updates?
VideoSnaps customers who have purchased a license are entitled to free maintenance updates with the same major release number - these can be downloaded from the download area, and installed on top of an existing VideoSnaps installation. For example, customers who purchase version 7.3 are entitled to receive all further releases beginning with the number '7.' (e.g. 7.3, 7.5, 7.6, etc.) free of charge. When the major release number changes to 8 (or higher), these customers will have the option to purchase a cross-upgrade for a small 'bridging' fee.
TECHNICAL [last update - 18 March 2004]
VideoSnaps is a very simple, but powerful program, and should be relatively trouble free. If you do encounter any issues, please first consult the troubleshooting list below, then if your problem is not addressed, contact firstname.lastname@example.org.
Cannot load/ open a video file in VideoSnaps...
This is mostly due to a missing "codec" or an incompatible media type. First make sure that the file you are trying to open represents a valid video media type. Next, try and open it using Windows Media Player. This is a standard program bundled with Windows 98SE and later Windows Editions. For Windows 98/ 95 prior to Win98SE, a media player can be downloaded from the Microsoft web site. Chances are that the problem video wont play with the Media Player either - if this is so, visit the Microsoft web site to download and install the latest video codecs for your media type. If there are no suitable codecs available from Microsoft, then the file you are trying to open may be compressed/ encoded using a proprietary codec - in such a case, you will need to contact the manufacturer of the device with which this video was captured. If none of these problems fit your scenario, then let us know via e-mail.
VideoSnaps finds too many or too few photos in a video...
The default 'Search Settings' should work with most video recordings, though may over or under-fire with some noisy video. Try and adjust the Search Settings controls to a position that yields best results with your particular video.
Video can be loaded and played OK, but VideoSnaps does not find any photos...
See the above issue and try adjust the controls - if this does not help, try closing the program, then reloading and processing the same video again. If this doesn't work either, chances are that the video encoding is not suitable for the direct access type that VideoSnaps requires to individual frames - if it is possible, you could try converting the video to an AVI file compressed using a standard video codec type, with a third party video editor.
Takes very long to scan a video for photos...
You could try adjusting the Search Settings controls in favour of speed. If the processing is still too slow, try playing the video in normal preview mode - at normal speed - if the playback is jittery/ not smooth, the problem could be that your computer does not support real time playback of such video. The only thing you can do under such a case is to upgrade your hardware to remove this limitation. Another reason for slowness could be that you are trying to use a very large and/or uncompressed video file. If this is the case then you could try to recompress the video making it suitable for real time playback. You could also use a video editor to split the video file into smaller segments, then process the segments in VideoSnaps individually.