For any support queries, please send a mail to [email protected] .
Common Support Issues
1) Some or all of the MP4 files have audio, but no video.
Some or all of the MP4 files have video, but no audio.
Resolution: This is a common issue faced due to outdated codecs. Update your computer to the latest audio/video codecs for your operating system, and you should be fine.
2) I’m getting the following error when trying to play the videos: “Error -2041: an invalid sample description was found in the movie”.
Resolution: Import your movie files using Handbrake, a free software found here – http://handbrake.fr/downloads.php .
Here’s a short video on how to use Handbrake –
3) I’m not able to edit the MP4 videos in my Movie Maker / Movie Maker does not recognize MP4 files – Windows Vista and older
If you are not using Windows 7 and above, then it is possible that you are using an older version of Windows Movie Maker. The videos that we have are tested on Windows 7 and Movie Maker Live (which is not compatible with operating systems older than Windows 7). What you should do is convert the MP4 files into WMV format which is natively supported by all versions of Movie Maker.
You can do this by using this free video convertor – http://www.iwisoft.com/videoconverter/index.php .