Information Collecting for Uniconverter

Prerequisites

Make sure to use the latest version. If not, update it to the latest version in the program or reinstall the latest version from the official website. 

Answer

Collect the needed information based on the issue type.

(For all technical issues, please remember to collect the log files)

1. Converting issue

1) Source file

2) Output file

3) Log file

4) The parameter settings of conversion

5) Check if the source file is playable 

2. Video and audio out of sync 

1) Source file

2) Output file

3) The parameter settings of conversion

4) The time point when the problem occurs exactly. For example, time points that video and audio out-of-sync.

5) Log file

3. Slow conversion speed 

1) Source file

2) A screenshot showing the problem or the parameter settings of conversion

3) Log file

4. Loading failed issue 

1) Source file

3) A screenshot showing the problem 

3) Log file

5. Downloading failed issue

1) The video site URL

2) Log file

3) Check if the video itself can play in the browser properly. Change a browser to retry and play the video on the browser for minutes more and then copy the URL to start the downloading task again to see if it works. 

6. Merge Issue

1) Source file

2) Output file

3) Log file

4) A video of the issue

7. Recording Issue

1) Confirm whether the recording is a local video or a video from an online site.
2) Confirm whether there is a problem with recording the local video. Collect the source files if recording local video is problematic.
3) If there is a problem with the recording site, please get the URL of the site video
4) Log files.
5) The screen recording of the user operation process to show how the issue happens. 

8. Editing issue

• Collect a problem-capture video to record the whole process. It is suggested to use screen recording tools or just use a mobile phone to take shots.

• If users cannot provide the required video, then collect the following information:

1) describe the whole process in detail and step by step.

2) Log file

3) screenshots of the problem

9. Compressing Issue

1) Source file

2) The parameter settings of compressing

3) Log file

10. Subtitle Editing issue 

1) Source file (source video file & subtitle file)

2) A recording showing the problem

3) Log file

11. Preview issue

1) Source file

2) A screenshot showing the problem

3) Log file

12. Crash issue 

• Crash when converting the file 

1) Source file

2) The parameter settings of conversion

3) Log file

• Crash when editing the file

1) Source file

2) A video of the issue

3) Log file

13. AI Tools

1)AI Video Enhancer

• The source file

• A video of the issue

• Log files

2)AI Image Enhancer

• The source file

• A video of the issue

• Log files

3)AI Script Generator

• A video of the issue

• Log files

4) Text to Speech

• A video of the issue

• Log files

5)  Speech to Text (Auto Subtitles)

• The source file

• A video of the issue or related problem screenshot

• Log files

For other AI issues, please collect the source file, a video of the issue and log files. 

14. For other issues, please provide the relevant problem screenshots or recordings, and log files

If the necessary information has been collected, check your KB/FAQ if there are articles that can help the issue:

if none, and issue still persists, please click on next: