Product Q&A

Most of our currently available products are compatible with Windows 7 (32 and 64 bit versions). See this compatibility chart to see which products are compatible.

This is the type of files generated by your Microsoft Windows Media Center application, bearing a .dvrms file extension, or it can be (almost) any kind of MPEG or AVI file recorded using a video capture card.

.NET Framework is provided by Microsoft for free. You can get it by using Microsoft Windows Update. For more information about Microsoft .NET Framework, visit the official website HERE.
*Only certain TMPGEnc products require .NET Framework. Please refer to the product's System Requirements to see if it is required.

You can use it if the trial version works fine, but certain features or tasks may take longer to do. We recommend downloading the trial version and testing it thoroughly before you purchase the software.

Our products have not been fully tested on the 64-bit version of Windows XP and Windows Vista, however certain products can be used on the 64-bit version of Windows 7. See the Windows 7 compatibility page for current products compatible with Windows 7 64-bit. You may download the trial versions of our software to test functionality, but keep in mind that our support does not cover usage on Windows XP and Vista 64-bit systems, so please use at your own risk. All programs will run in 32-bit mode on a 64-bit OS.

You will find the trial version in the Download section of the website.

You can still use the software as long as you have your serial number. Just download the software installer from our website's User Account area, then install and validate your license serial number.
Please note the User Account is not automatically created when you purchase the software license. Once you receive your license serial number by e-mail following your payment confirmation, go to the User Account & Registration portal page to create your account if you do not already have one, then register your license serial number in it.
Once registered, you can download the latest installer from within your account, and also be able to retrieve your license serial number at any time in case you lose it.

You can download the retail software installer from our website's User Account area.
Please note the User Account is not automatically created when you purchase the software license. Once you receive your license serial number by e-mail following your payment confirmation, go to the User Account & Registration portal page to create your account if you do not already have one, then register your license serial number in it.
Once registered, you can download the latest installer from within your account, and also be able to retrieve your license serial number at any time in case you lose it.

There are two possible reasons.

1.) You used your product's license serial number to acquire an Upgrade. In such a case the license serial number is canceled as your right to use the software was passed from the old version to the upgrade version. Our system does not automatically remove an upgraded license serial number from the User Account. Verify you effectively upgraded the license and delete the old license from your account.

2.) You registered your license serial number before April 2010 under a different language than the actual license serial number language. The old User Account license verification system would just verify the key structure, not the actual key validity and language like the new system does. For example, if you registered the license serial number as an English license, while the actual language of the license is German (or Spanish, etc.), any attempt to download the software will result in a Canceled license error.
In this case, the license serial number itself is not canceled, but you do not have the right to download the software in a different language.
To correct such an issue, write down your license serial number, delete it from your User Account, then re-register your license serial number under the correct language.

First, refer to the included help file. If this does not solve your problem, contact the Technical Support Service by using the form available at the Support page of our website. Please note that the Technical Support Service is available for one year starting from the date of purchase.

If you need to change your User Account information (e-mail address, address, Newsletter opt-in, etc.) you will need your User Account e-mail address and password. Go to the User Account & Registration Portal and click the "Edit Account" option. Enter your User Account e-mail address and password then start to edit your account information.

Either there is a typo in your e-mail address, or it could not be validated against the MX Records. If you own a domain name, please contact MX Records to have it added in their database. In the meantime, use an alternate e-mail address (you can change it later) to create your User Account.