FAQ > Movavi Video Converter > Technical Problem FAQs




1. When playing or converting my files I don't have sound (video)

You don't have the appropriate codecs installed on your computer.
Please download this Codec Pack, to get all popular codecs installed on your computer.


2. The video and audio tracks are out of sync when I play the converted video file.

Make sure the file you convert (the original one) is not corrupt. Try to play the whole original file with Movavi Video Converter. If it plays fine, then download and install Codec Pack, to get all popular media codecs to your computer.

If the problem remains, please contact our Support Team filling this feedback form, upload the original file and provide the full information on the problem.


3. I have NVIDIA graphic card but I can't enable GPU acceleration

Make sure your graphic card supports CUDA technology. You can find the list of CUDA-enabled GPUs here. If your GPU is CUDA-enabled, download and install the most recent GPU drivers.


4. I get an error while converting to CUDA-powered format with enabled GPU Acceleration

Download and install the most recent GPU drivers. If the issue remains, disable GPU Acceleration until the NVIDIA team updates the drivers: choose Preferences in the Tools menu and clear GPU Acceleration check box.


5. Movavi Video Converter crashes with the Windows error every time I try to run it.

To fix the problem, download and install the latest QuickTime player.
The crash problem may arise from the installation error. Uninstall the program and install it once again. Make sure you've closed all other running applications before the installation. Also make sure your Firewall doesn't block our software.


6. PSP doesn't recognize the MP4 files from Movavi Video Converter.

Sony has released the new version of PSP's system. Movavi Video Converter converts files for the new version now. Please visit Sony's web site http://www.sony.com and update your PSP's system to the lastest version.


7. I have different subtitles on my DVD. Can I define with which to convert my DVD?

With Movavi Video Converter you can define the subtitles with which you want to convert DVD. Open a DVD in Movavi Video Converter, press the grey arrow button in the Source File area, and then select the language or track you need.


8. When I convert my video, Movavi Video Converter says: "Can't write the output file".

Make sure your file is not corrupted. Try to play it in Movavi Video Converter to see if the program can play the whole file without problems. If the file is played alright in Movavi Video Converter, try to change an output directory and output settings before conversion.


9. When I try to join WMV files and save them to WMV or RM, the Join button becomes grey and doesn't work.

Movavi Video Converter does not support WMV and RM formats as output formats in the JOIN mode. Please change the output format to another and join your files. If you want to get the joined file in the WMV or RM format, you can join files to any format and then convert the result to WMV or RM.


10. Movavi Video Converter shuts in the middle of conversion.

Make sure the file which you convert is not corrupted. Try to play the whole file inside Movavi Video Converter. If it plays alright, then try to change the output directory and output format settings.
If the problem still appears, contact our Support Team filling this feedback form and provide the full information about the problem.


11. Movavi Video Converter does not convert the whole audio file or a video file to some audio format. It converts just a part of it.

This is the limitation of the free trial version. Movavi Video Converter trial version converts only the first 30% of the file to any audio format.
The Join mode has the same limitations.


12. When I add a file, there is the error: "Can't open file. Unknown format or corrupted file".

Check if the format of the file you want to add is supported by Movavi Video Converter. You can find the list of all supported formats here.
If the format is supported, make sure you can play the file in any other video player.
If you can play your files in other video players, please contact our Support Team filling this feedback form, upload the original file and provide full information on the problem.
Remember! The file can be copyright protected. Movavi Video Converter does not support copy-protected files.


13. Converted MPEG files can't be played in any program.

It may happen because of lack of appropriate codecs. Please download this Codec Pack, to get all popular codecs installed on your computer.