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TMT3 Platinum - Blue Screen in 7MC
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ncharlt View Drop Down
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Joined: 04 Oct 2009
Posts: 7 		  Quote ncharlt Quote  Post ReplyReply Direct Link To This Post Posted: 31 Oct 2009 at 2:34am
Hi Jason,
 
This is the ONLY reply I've had (and of course the email is a no-reply so I can't make further contact):
   "Dear Neil Charlton
    This is to confirm that we have received your Inquiry, thank you very much. "
 
Are you seriously saying that this is the extent of the support I'm getting or am I missing something. I have an expensive piece of software that has never worked i nthe 3 weeks I've had it and all I get is "we have received your enquiry". Surely there must be more to support than this?
 
Sure hope I'm missing something.
 
Regards
 
Originally posted by ArcSoft_Jason

Your support ticket was answered by support rep Dmitry on 10/6/2009. (It's not a great answer, but until you reply back they don't know you're still in need of assistance.)
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ncharlt View Drop Down
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Joined: 04 Oct 2009
Posts: 7 		  Quote ncharlt Quote  Post ReplyReply Direct Link To This Post Posted: 04 Nov 2009 at 12:14pm
OK - I've had enough of this pathetic waiting for a response of any type - clearly my custom is not wanted.
 
Could anyone please advise who to contact for a refund please.
 
Regards
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ArcSoft_Jason View Drop Down
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Joined: 28 Jan 2008
Posts: 2778 		  Quote ArcSoft_Jason Quote  Post ReplyReply Direct Link To This Post Posted: 04 Nov 2009 at 2:19pm
Originally posted by ncharlt

Hi Jason,
 
This is the ONLY reply I've had
 
This is totally untrue. I can open your account and see the reply just as you can see it.
 
1. Log in to your account.
2. From the site's main menu bar, select Support: Product Knowledge Base
3. Select My Account
4. You will see incident #26841 here which is the issue in question.   You will see the status listed as "Waiting" (for you).
5. Click on the link and you will see that it was last updated by Dmitry on 10/6/2009, the same day you submitted it with his answer, just an hour after you submitted the question.
6. These answers are also emailed to the email address on file. However, we cannot control what customer's spam filters may do to our responses which is why they are stored in your account to be checked on our site at any time.
 
I freely admit that the answer provided there isn't very helpful, but until you reply to it the ball is in your court and the support rep is working on other submitted items from other customers until yours gets flagged again (which happens when you reply.)
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ncharlt View Drop Down
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Joined: 04 Oct 2009
Posts: 7 		  Quote ncharlt Quote  Post ReplyReply Direct Link To This Post Posted: 05 Nov 2009 at 12:38pm
Hi Jason,
 
Thanks for the reply - in fairness, the other reply you mention is there. I would ask how on earth I was supposed to know to go there? I looked all over my account and never thought to go to knowledge base and the email acknowledging my support request didn't give instructions at all. Having received the email aknowledgement, I was patiently waiting for a further email.
 
As you say, the response is entirely unhelpful. I have checked the 'update' function from within TMT and it says none are available (I have 160). I have just rechecked you web site and it states that TMT3 IS Windows 7 compatible. What am I supposed to do in this case where I get told 'Win 7 is beta - wait for release' and then find there is no further release yet the site claims comaptibility? I'll assume I'm again missing something before blowing my stack but I have to say I'm underwhelmed.
 
Thanks again for the reply.
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ArcSoft_Jason View Drop Down
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Joined: 28 Jan 2008
Posts: 2778 		  Quote ArcSoft_Jason Quote  Post ReplyReply Direct Link To This Post Posted: 05 Nov 2009 at 1:07pm

I think you've misinterpreted his answer. He's saying that since you reported a Win7 issue before Win7 was even out, you must have been using a Win7 BETA. Those have known issues, thus he wanted you to wait for the final consumer Win7 release (which you theoretically purchased on Oct 22 or later) and install that rather than a BETA.

You already have the correct TMT3 (160) which is compatible with the retail Win7 release available Oct 22 but not necessarily with older BETA versions of Win7.

Edited by ArcSoft_Jason - 05 Nov 2009 at 2:23pm
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ncharlt View Drop Down
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Joined: 04 Oct 2009
Posts: 7 		  Quote ncharlt Quote  Post ReplyReply Direct Link To This Post Posted: 06 Nov 2009 at 10:38am
Thanks again for the reply Jason.
 
In my original support request, I made it VERY clear I was running the official RTM - not a beta or RC. I have asked again for support but fear another delaying tactic. Here's hoping.
 
Regards
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ArcSoft_Jason View Drop Down
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Joined: 28 Jan 2008
Posts: 2778 		  Quote ArcSoft_Jason Quote  Post ReplyReply Direct Link To This Post Posted: 06 Nov 2009 at 10:50am
Yup. That's why I said it wasn't a particularly good answer. I'm not sure the CS guy knows that the RTM basically is the same a the consumer release, but that should be all in the past at this point.
 
Are you using the final European RTM and if so, does it have Internet Explorer removed or as a non-default option as I've heard mentioned? Given your comments that it's a failure to display some type of Web data I'd be more included to investigate that area--something unusual about your Win7 install or networking situation.
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gad-win7 View Drop Down
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Joined: 06 Nov 2009
Posts: 0 		  Quote gad-win7 Quote  Post ReplyReply Direct Link To This Post Posted: 06 Nov 2009 at 11:20pm
Hi,

I have a similar problem with TMT3 Platinum (v. 160) on Windows 7 Premium.

I have done a bit of digging and here's some information that may help solve the problem.

- TMT3 Platinum: version 3.0.1.160 - Purchased 1 week ago.
- Windows 7 Premium: Released Version - x64 Edition
- Video Card: Intel 965 Express - GM965
- Video Card Driver: 8.14.10.1930
- Aero: Enabled
- Colour Depth: 32bit
- CPU: Intel Core 2 Duo T7700 @ 2.4GHz

When I run TMT3 with Aero turned on, the computer freezes with a blue-ish screen and the only way to regain access to the computer is to force power down the PC and also remove the power cord for a few seconds.
If I do not remove the power, the next time the computer comes back it uses almost all of CPU and the task manager (Resource Monitor) shows that "System Interrupts" uses around 100% of the CPU.

If I run the previous version of TMT3 Platinum (I think it's 3.0.1.120?) with Aero turned on, TMT complains that it cannot use the Overlay, and cannot play anything at all.

If I turn off Aero and use TMT3 Platinum 3.0.1.160, then I can watch Blu Ray Discs almost OK, just a bit slow and stuttering at times.

I haven't tested TMT3 via Media Center with Aero turned off. With Aero turned on, Media Center and entire PC freezes just as above.

So I wonder, are you using overlay or EVR in 3.0.1.160. Are you using "Intel Clear Video"? If you are using EVR then somehow you place the video card is some weird mode that it freezes the computer, and the only way to get the computer back to normal is to actually power down the motherboard completely (to reset the Video Card I guess).

Also this CPU issue with "System Interrupts" occurs if I use TMT3 for a while (with Aero turned off). And again I have to shut down PC, remove power cord, and turn on PC, otherwise everything slows down so much that PC is almost unusable.

I hope my  little troubleshooting helps you to resolve the problem, as I cannot at the moment use TMT3 and enjoy my Blu Ray movies. The stuttering is too distracting to be able to enjoy a movie and I would also like to turn Aero back on.

I look forward to some progress on this problem.

Thanks,
George
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