Media Import

ReadMe File

Note: In addition to the known issues contained in this document, you can access current product support information on the Roxio Web site at


Known video issues


Preview window goes black when a video device is disconnected and reconnected while Media Import is running.

If you disconnect a digital video camera when Media Import is running and then reconnect it, the Preview window may be black when you select the camera in the devices list. This occurs because the Contrast, Saturation, and Brightness controls are reset to their maximum levels. If this happens, adjust the Contrast, Saturation, and Brightness controls until the picture is visible.

Clicking Previous Frame twice when previewing digital video camera contents causes the tape to rewind.

For most Samsung camcorders, clicking Previous Frame twice causes the tape to rewind. This is a device limitation.

Sound and video are not synchronized on video captured from an analog capture card.

In Windows XP, this problem can occur during capture from an analog capture card if CPU utilization exceeds 95 percent. To avoid this problem, configure virtual memory to be "System managed" by following these steps:

  1. Choose Start > Control Panel.
  2. Open the System control panel.
  3. Click the Advanced tab.
  4. In the Performance box, click Settings.
  5. Click the Advanced tab.
  6. In the Virtual memory box, click Change.
  7. Select System managed size, and click Set.
  8. Click OK.

Preview window is gray during capture from an analog capture card.

For some analog capture cards, such as the WinTV-Theatre, WinTV-Radio (878), and TV Wonder Pro analog capture cards, no preview is available during capture, and the Preview window is gray. This is a technical limitation of the device driver.

"Select video device failed" or "Operation 'Build'..." error occurs.

Media Import cannot capture from some video devices if the ehRecvr process is enabled. To disable the process, follow these steps:

  1. From the Start menu, choose Run.
  2. Type "net stop ehrecvr" and click OK.

Media Import hangs when launching the dialog for the All-in-Wonder X800 analog capture card.

This error occurs when you select the All-in-Wonder X800 analog capture card from the Device list on the Video page or, if this is the only card installed on the PC, when you start Media Import. It occurs if DAO is already installed on the PC, because the Setup program for the card attempts to install DAO. To resolve this error, follow these steps:

  1. Restart the PC.
  2. Choose Start > Control Panel.
  3. Double-click Add or Remove programs.
  4. Select DAO.
  5. Click Uninstall and follow the instructions.
  6. Start Media Import again and select the All-in-Wonder X800 analog capture card.

MPEG-2 hardware device does not support PAL standard.

In the Advanced options for an MPEG-2 hardware device, the standard drop-down list includes PAL. If PAL is not supported by the MPEG-2 hardware device, and you set the standard to PAL, the change is not saved. (This is a technical limitation.)

No audio is previewed during preview or capture from a web camera.

When you select a web camera from the Device list on the Video page, the device-specific page opens. For most web cameras, this page plays back the images in the field of vision of the web camera, as well as any audio detected by the camera. However, for some web cameras, such as the Logitech QuickCam 4000 web camera, the audio is not previewed. Nor is audio previewed after you click Capture to begin capturing video. The audio is captured and stored with the video file. (This is a device limitation.)

Web camera does not appear in list of devices on the Photo page.

Some web cameras that can be used to capture still photos do not appear in the list of devices on the Photo page. This problem occurs if the camera is not connected to the computer when Media Import is launched. To solve this problem, close Media Import, connect the camera to the computer, and then open Media Import again. The camera should now appear in the device list.

Feedback is heard during capture from a web camera.

By default, Media Import mutes the web camera during capture, to avoid feedback. If you hear feedback, this setting has been changed. To correct the problem, mute the web camera by clicking Options on the web camera import dialog box, and then clicking Enable/Mute audio preview.

Media Import hangs if an active USB video capture device is disconnected.

When you are working with a USB video device in Media Import, do not disconnect that device. If you do, Media Import will hang. To avoid this problem, always shut down Media Import before disconnecting the device.

Problems occur when using SmartScan.

The quality of results obtained with the SmartScan feature is influenced by the hardware (DV camera) and software (drivers) you are using. To ensure the best possible results with all hardware and software, follow these guidelines:

  • Make sure that the Timecode feature is enabled on your DV camera.
  • Use a new tape to record the video you want to import with the SmartScan feature.
  • Record the video in SP (Standard Play), rather than LP (Long Play) mode.
  • Make sure your scenes are at least 10 seconds long.
  • Make sure pauses between scenes (that is, when you stop recording between scenes) are at least 5 seconds long.

The Smart Scan feature does not detect scenes correctly.

This problem occurs if you move a tape from the recording digital video camera to another DV camera, and then attempt to use the Smart Scan feature. When using Smart Scan, always play back the tape in the DV camera in which you recorded it.

Media Import does not detect change in mode of DV camera.

If you change the mode of the a digital video (DV) camera when it is selected in Media Import, then Media Import does not immediately detect the change. To avoid problems, make sure that the DV camera mode is set correctly before you select it in Media Import. If you must change the DV camera mode while it is active in Media Import, wait about a minute for Media Import to detect the change or unplug the Firewire (IEEE1394) cable and plug it back into the computer.

Errors occur during capture or Smart Scan when DV camera controls are used.

Using the digital video (DV) camera playback controls (Play/Stop/Rewind/Fast Forward/Pause) during capture or Smart Scan can cause errors, such as missed scenes, or termination of capture. To avoid these problems, do not use the DV camera playback controls during capture or Smart Scan.

DVD camcorder is connected but not detected.

In some cases, Media Import will not detect your camcorder if it is loaded with a DVD that has not been finalized. Please make sure the DVD is finalized and try again.

Known high definition (HD) video issues


Media Import and Plug & Burn do not support mode switching for HD digital video cameras.

Do not switch your HD digital video camera from Live to Tape mode (or vice versa) while in Media Import or Plug & Burn. If you do, the connection to the camera will be lost. To reconnect to the camera, you must exit and re-enter Media Import or Plug & Burn.

Time properties are not displayed for m2t files, and Fast Forward and Rewind buttons are not active.

Roxio components cannot determine the length of an m2t file. As a result:

  • In Media Import, after you capture video from a high definition camera, the video length is displayed as "Unknown duration."
  • When you preview an m2t file, the Duration is displayed as "Unknown."
  • When you preview an m2t file, you cannot use the Fast Forward or Rewind controls to move through the file.

Preview window is black when you display the Media Import page for a high definition video camera.

When you display the Media Import page for a high definition video camera, the Preview window defaults to black. To show the saved video footage in the Preview window, click Play.

Thumbnails for captured files in the Recently Imported window are incorrect.

After you capture video footage, a thumbnail representing the footage appears in the Recently Imported window. For some high definition video cameras, such as the JVC GR-HD1 and HDR-FX1 cameras, the aspect ratio and color of the thumbnail is incorrect. (This is a device limitation.) However, the color and aspect ratio of the saved video clips is correct.

Known audio issues


Audio files don't play on some MP3 players.

When recording audio, make sure that the quality settings for sampling rate and compression (bits per sample) are consistent. For example, if you combine high-quality compression (a bit rate of 16) with a low-quality sampling rate (8 kHz), or vice versa, the resulting audio file may not play on some MP3 players.

Capturing audio from Webcam and Capture Cards/Devices.

Although Webcam and Capture Cards/Devices may be available under the Audio Tab, Media Import does not support capturing audio only from these devices.

No Audio Available From Video Tab's Preview Screen.

Some devices will not allow audio to be available from the Video Tab's Preview Screen. However, the audio will be captured, and the final asset will have audio.

Known photo issues


Digital camera contents do not display after camera is disconnected and reconnected.

After you disconnect and reconnect some types of digital camera, the camera contents do not display in the Media Import window. If this occurs, change the camera USB configuration from PTP (Picture Transfer Protocol) to mass storage. For detailed instructions, refer to the documentation for your camera.

Known TWAIN issues


Media is not captured from a TWAIN device.

If captures from a TWAIN device are unsuccessful, try changing the TWAIN options by following these steps:

  1. In Media Import, choose Tools > Options.
  2. Click the TWAIN Options tab.
  3. Select a different transfer method.
  4. Click OK.
  5. Try capturing again.

If the capture is still unsuccessful, repeat these steps to try a different transfer method.

Roxio support options

If you cannot find the answers you are looking for in the online Help or the User Guide, you can get the most current information from our Web site (

You can access the Roxio Web site in any of these ways:

Unlimited self-help options
Roxio provides a variety of self-help tools from the Roxio Support Web site (, including our virtual agent, a searchable knowledge base of support articles with troubleshooting tips, and tutorials that can help you get the most out of your Roxio products.
Note: Be sure to visit the Roxio Support Web site before you contact us by phone or e-mail—you will find answers to most of your questions there.

Alternate support options
Alternate support options such as e-mail or telephone support may be available on a limited or paid basis for your Roxio product. Please visit our Web site ( to find out what options are available for your product.

Contacting Roxio
Log in to our Customer Web portal to submit a request for assistance or to find support contact information for your location. You can find the customer Web portal at


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