Haenlein-Software Forum

This is a continuation of the message chain at:
viewtopic.php?t=1056

DVR Studio Pro does not still start. Just today I was able to diagnose the problem somewhat futher. This is very difficult to do from this end, having no debugging tools, so it is slow to do and I feel very frustrated.

Well, first of all, I tried installing the software to another computer. It worked while the trial license was available. However, when the trial license expired, I tried registering the program, using my license key. When pressing the Register and Download license key nothing happened. I then opened the web page to get a new license. However, in that case I would have needed to change the serial number and the system warned that I will not be able to go back to the previous serial number. Because I want to eventually use the software on my own computer, I skipped that test.

Normally my computer is connected to the internet via a DSL connection. I decided to test a modem connection instead. When I open DVR Studio Pro, it asks whether I want to connect to the Internet (even when I am already connected via the modem connection). However, I am not able to make the windows dialog connect at all. If I then continue I get exactly the same symptoms as with the DSL connection - registering is not successful.

If I start DVR Studio Pro offline, it also first asks to connect to Internet. I answer no, and then get the startup info dialog. I then press Register... and supply the customer number and license key (from the web page, having doublechecked both serial number and computer name). I press Register and it returns back to the info dialog. However, it still shows an expired test version.

The DSL connection that I has includes the stardard hardware firewall (ZyXEL Prestige 600 series), preventing connections originating from outside world. However, it works with every single application I have ever tried, including automatic update checks of Photoshop and any other software, email using POP3 protocol, FTP etc.

I think the DVR Studio Pro is trying to make an internet connection using non-well behaving protocols and also that it provides insufficient error messages in case of connection problems. I feel this is very bad quality SW - which is unfortunate as otherwise it satisfies my needs for converting videos from a settop box into DVD.

I just checked the CyberArmor Personal Firewall (SW on my computer) logs and there are no messages generated when I try to register DVR Studio Pro.

Another possibility for the problem may be the trial license / license mechanism in the computer. After all, you need to make sure that nobody can continuously uninstall the SW and reinstall it for yet another 30 day trial. I had to earlier install and uninstall software several times due to some problems and startup problems, so that mechanism might have become corrupted.

Please send me a version of the program that gives proper error messages about any problems it encounters. With it I would be able to diagnose the real cause of the problem. The current version seems to suppress too many strategic error situations.

And, regarding your earlier questions:
please check these points:

Arrow Do you have install the correct program? DVR-Studio - DVR-Studio Pro.

* Yes, visible on the dialog.

Arrow Do you use the actually version 1.42

* Yes, visible on the dialog.

Arrow Do you use the customer number? NOT the invoice number!

* Yes, verified by logging onto the web site using that number as Customer Number

Arrow Copy the license key from your customer area from our homepage in the program. Maybe a firewall blocks the internetaccess for the program.

* Yes, done this as well.

@ptapola

of course the software does not give too many information regarding failure of registration, because: hackers could then easily find out how it works. This we do not want of course.

DVR-Studio writes Log-Files into "C:\Documents and Settings\<your account name>\Application Data\Haenlein-Software\DVR-Studio Pro\Logfiles". Please compress all the files into a zip file and email them to me. My email is shown in my profile. Please include your customer number as well and the serial number the software shows on startup.

OK, I understand that you cannot provide too many messages on licensing problems. However, when registering the program, the dialog closes without any errors (like "invalid license key") but does not seem to do anything at all. Does that mean that the license key is correct, because there is no message?

I found the path C:\Documents and Settings\ptapola\Application Data\Haenlein-Software\DVR-Studio Pro but there is no Logfiles directory under it. There is only DVD-Work directory and index.txt inside it.

Maybe the problem is that it cannot write the logfile at all? The disk has 5.24 GB of free space, and the directory in question gives full control to my username. I also have the administration rights to the computer, so I cannot see why it could not write the logfile.

ok, then please email me your customer number, serial number of the PC and the current licence key. I will check the data here then.
Sorry that we didn't do that in the first place.