Frequently Asked Questions

Questions about licenses and updates

Technical questions about the products


Questions about licenses and updates

I purchased the software and did not receive my license key, what should I do?
First of all, check your spam/trash folder. Licences are sent automatically and are sometimes mistaken for spam by email providers.
You can also retrieve your licence by clicking on the "lost licence" link in our Support page. If you still don't receive anything, send in a support request using our support form with your full name, email address used when you purchased and what registration service you used.


When will I receive my product?
As soon as your payment is received your license key is sent to you by email immediately (even if you have ordered the backup CD). You can download the latest trial version from the download section and use your unlock key to unlock it. If you have specifically ordered a backup CD (additional cost and only available through Avangate), the delivery time for the CD is the following:

USA: maximum 7 business days
Europe: 9 business days
Rest of world:    21 business days


I lost my license key, can you send it again?
In our support section you will find the option to retrieve your license key.


My email address has changed, what information do I need to send to have my registration information updated?
Please use this link to have your new address added in our database automatically : http://www.vso-software.fr/mail-updater.php
If you have problems then please write to our support team (http://www.vso-software.fr/contactform.php).


I have lost the software, how do I get it back?
You can download our software at anytime from the download section. If you need an older version corresponding with an older license key you have you can get it by requesting your 'lost' license key (link to retrieve key) again and the corresponding download for that version will be sent to. If you need a very specific version please contact our support team and explain why you need that version in particular.


My unlock key does not work, how do I fix it?
If you have just purchased the product, make sure you have downloaded the latest version of the product that is available on the VSO Software website. Copy and Paste your key as it figures in email that was sent to you. To see how to do this or to learn how to copy and paste, check out this guide.

If you are upgrading from one major version to another, you may need a new license key. On the support page you click on the link to "get a new key" to see if this is possible. Depending on your purchase date, you may receive this upgrade for free. For problems please contact the support with your order details and we help you regarding your case.


What is your upgrade policy?
Unless you bought a lifetime licence (only available for certain programs) or a Goldmember licence (see below), each license allows one year of free upgrades beginning from the date of purchase. After this year, if you have purchased with Avangate, a renewal offer will be sent to you by email. You can also log on to your account to get the discounted offer for the upgrade: upgrade page. If you do not want to upgrade you can continue to use the last working version. The version does not expire after one year. If you have a license problem after one year, contact us and we will provide you with the last working update for your license.
Please note however that we only provide technical support for the latest working version. If you are a Goldmember or have a lifetime licence for certain programs, all updates are free for life.

To get your new licence details if a major version is released and if you're entitled to it, please click here: upgrade page


How do I unlock the software?
Copy and paste your license key into the software.  Make sure you have downloaded the product that corresponds with the key you purchased.  You may check out this guide for help.

For CopyToDVD version 4 go into the settings, and click on "Tools", "Settings", "CopytoDVD", "CopytoDVD settings", "About" and "Enter licence key".

For older products (CopyToDVD 3 and BlindWrite 5) just double click the .B5L or .REG file and click Yes in the dialog that opens to add the license to your registry.
Note for users running Windows XP with Service Pack 2 (SP2).
You may have to perform additional steps to extract the ZIP file correctly:
- save the ZIP file to a directory of your choice
- right-click the ZIP file and select "Properties"
- at the bottom of the window click "Unblock", then "OK"
You are now able to extract the ZIP file as usual. If you have any problem, contact our support.


What is your refund policy ?
We provide a free trial version for each product and strongly advise to test the software before you buy it, to make sure it fits your needs. We only provide refunds if a technical issue cannot be solved. If you do encounter a technical problem, please use this tool to contact us: http://www.vso-software.fr/contactform.php?topic=technical


Can I order the software on CD?
If you place your order with Avangate or Regnow (not ShareIt or PayPal) you have the option to add to your order a "Backup CD". A key will be sent to you by email once your payment has been received and the delivery time for the CD is the following:

USA: maximum 7 business days
Europe: 9 business days
Rest of world:    21 business days


Can I buy the product with in a store?
Our products can only be bought online, from our website and other authorized reseller websites.
Each licence is personal and cannot be transfered to a third party. Please do not buy from Ebay or second hand shops, as the licences sold are often pirated.


Is there a functional difference between the trial and the registered version?
Our trial versions are not limited in their functions. CopytoDVD and BlindWrite are limited to 21 days free trial, while ConvertXtoDVD, Blu-ray Converter and PhotoDVD include a watermark in the video output.
We highly recommend to test before you buy, to make sure your hardware is compatible with the product you want to obtain.


I have lost my licence details and do not remember which email address I used to register
Please send us all information you may have about your registration: order ID, possible last names used, approximate date of purchase, on which website, if you remember the payment method (PayPal, Credit Card, Check, Wire Transfer) and maybe the different email addresses you are using. If you have any license/registration emails from your purchase please include them with your reply.


My Goldmember key does not unblock my product.
All our products have their own key. if you're a Goldmember you can retrieve the keys here.


What are the different license types available ? Are the licenses yearly subscriptions ?
There are two license types available:

The "regular" license:
When you buy the software, your licence is valid for life. On top of that, you get unlimited free upgrades for the all new minor and major version  for a year. After the year has run out, you're free to keep your current version or decide to buy another year of free upgrades.
We usually offer the renewal at 30% off the regular licence price.

The "Lifetime"  license:  If you never want to pay for updates, you can buy the Lifetime licence that gives you unlimites access to all future versions (including major ones), at an extra cost, this option is available in the shopping cart. (pop up window)


If you like several of our products, you can buy our Goldmember license:
The goldmembership is a virtual package, giving you access to all VSO products, current and future products, for no additional payments and get free updates for life! Once you have purchased a goldmembership license, we recognize you as a goldmember and you can use any of our products.  Download one by one the products you want to use, and use the individual license keys to unblock each product.



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Technical questions about the products

Why is my burned disc jumpy, blocky, skips etc when played?
There are many reasons why the playability of a disc may not be smooth. The disc could be simply dirty, scratched, etc. It is possible that the type of disc you burned is not a format that is accepted by your player (for example not all DVD players read +R or RW media). There is a lot of poor and good quality media on the market and not every player will read any media. For the last two cases above a computer should be able to play these discs without any playback problems and it is possible on a different player the disc would read back fine, it is just a matter of player/disc compatibility. Some brands we recommend are Verbatim and Taiyo Yuden.
Another reason why a disc is jumpy, skips, etc. can be low burn quality. Burning at reduced speeds can increase the quality of your disc and make it more readable.
If your disk contains video and the playback is not smooth or in black and white, check to see that you have the correct region set for your DVD player (PAL, NTSC or Automatic) and then check to see what format you burned your video. The format of your video needs to be the same as what your DVD player is capable of reading.


I get an error "Playback prohibited by area limitation", how do I fix it?
Each Region has its own format. If the DVD was not made with the correct format then your DVD player may give you this error. Some DVD players can read both formats, for some you need to specify what format you want it to read. NTSC is for North America and some parts of Asia (Japan). NTSC standard is 29.97 FPS (frames per second). PAL is mostly Europe, Africa, Australia, New Zealand and South America. PAL standard is 25 FPS (frames per second).


Why does it take so long to convert my file?
Conversion time and speed varies from system to system. As a general rule of thumb the playing time of the video file is the time it will take to convert the file. If converting takes considerably longer, make sure that your system is updated, hard disk is defragmented, hardware is functioning well (not suffering from overheating), sufficient free space is available, and system is free from any virus, trojan, etc.

System Requirements:    Memory    Processor
Minimum: 512 MB Pentium 3
Recommended: 1 GB Pentium 4 (2 GHz) or Athlon 2000+


On my converted videos there is a message in the middle of my screen, referring to your website. How do I stop that from being put on my videos?
To stop the watermark being added to the output you need to purchase a license for the software, once unlocked all future conversions will not have the watermark added to the output.


I bought a license for ConvertXtoDVD but the watermark still shows when I play my DVDs, why?
Only conversions done after the software has been registered will not have the message (message is printed on video during conversion process). You would need to re-convert your original files as the watermark that is added with the trial version cannot be removed.


Why am I receiving access violation errors?
If for any case you are receiving an access violation and you are using a trial or registered version, please make sure you are using the latest version of the product first, then contact the support team for analysis, and explain if you get the error under all circumstances or just with one particular file. Make sure your computer is free of any virus which could be another reason why the software is malfunctioning.


How do fix audio/video synchronization problems in ConvertXtoDVD?
The first thing to check it you have a video file that converted and the result is out of sync is to watch the original video file and see if it was already out of sync to begin with.  Once the video file is loaded in ConvertXtoDVD, play it in the preview.  If it plays in sync there than the chances of the final result being in sync are very high.  If in the preview the video and audio are out of sync.  Then in the audio tab in the advanced section use the offset setting to modify the audio so that it comes sooner or later.  Use the preview to check your work and once it is fine, then press convert.  

If you have burned the result to DVD, see if the result of the converted file (before it was burned to DVD) has the same synchronization problems in order to make sure that the audio problems are not due to bad media. You may have to redo the conversion with the option "Burn result to DVD" and/or "Delete folder after successful burn" unchecked (in settings under "Burning" tab). Use the latest version of VLC (www.videolan.org) to watch the result.  

If the original file has been made by yourself with software such as Adobe or Pinnacle Studio 8 you may want to try saving the output with the original software in a different format that ConvertXtoDVD may handle better. Of course you can always submit the file to VSO, so we can test the file to see if a correction can be made to the software.


Why does my computer shut down or reboot when trying to convert a file?
This can happen if your system is overheating, suffering from another malfunction, or signs of being infected by a virus.


How come there are no subtitles on my DVD?
First of all, note that subtitles do not appear in the preview window during conversions (unless your subtitles are already embedded in the video). If you have added subtitles to your project but you cannot see them on your TV, press the "subtitle" button on your DVD player's remote control. This should activate the subtitles. Also, if you watch the file on your computer, you might have to activate the subtitles through the options of the media player.


Why is the "burn" button grayed out and I cannot click on it?
If your burner is recognized by the software, but you cannot click on the burn button that is because your burner does not recognize the media that is inserted in the drive, or it will not accept to burn onto that disc (because it is not blank). If the disc is blank, make sure that it is the type of disc required for your project (CD if you are trying to burn an audio CD, DVD if you are trying to burn video, etc). It can be that the burner simply does not like that type of disc, try another type or brand of media. Making sure DMA mode is activated and that you are using the latest firmware available will increase the compatibility of your burner with various media (see manufacturer's website).


How do I update the software ? Where can I get the latest version ?
To update the software you simply need to download and install the latest version of the program available on the download page You do not need to uninstall the version you have in your PC, the new version will be installed automatically over the old one and the registration information will be kept. To update to a major new version (ie CnvertXtoDVD 3 to ConvertXtoDVD 4), you will need a new key, that you can retrieve here  


My files to burn are 4.38 GB (or bigger) and I am using a 4.7 GB DVD disc, why won't it fit on the media?
A 4.7 GB disc will only hold 4.37 GB of data, the computer sees 1 GB as 1,073,741,824 bytes.
The disc manufactures see 1 GB as 1,000,000,000 bytes. So for them a 4.7GB DVD disc holds 4,700,000,000 bytes. That divided by 1,073,714,824 (a real GB) makes 4.37 GB of real data storage.


You say I can only put 4.37 GB of data on a DVD, so how do I put larger movies on a disc?
Either you transcode the DVD to reduce its size or you use a Double Layer media, which holds 8.5 GB, if your writer supports that.


What is a transcoder and where do I get one?
A transcoder is used to compress a DVD movie to fit it onto a normal 4.37 GB media. Visit this page to download such products: http://www.vso-software.fr/dvdvideo.php


Why won't my backups made with BlindWrite work in other computers?
You should download and install EZ-Play (formerly know as Autoplay) on that computer. EZ-Play is installed when Blindwrite is installed.


CopyToDVD and BlindWrite do not handle encrypted DVDs. What can I do?
In some countries bypassing the copy protection is illegal, that's why we did not include this feature. You can try to find some tools to make this possible such as DVD Decrypter, DVD43, or DVDIdle. Please keep in mind this may be illegal and we take no responsibility for the legal consequences this might cause to you. Here are some products that may work for you: http://www.vso-software.fr/dvdvideo.php


What is the Patin Coufin driver and do I need it?
Patin Couffin is a low Level driver; it is the interface between VSO software your hardware for burning.  It is only needed for on XP machines with Service pack 2. 
The current buring engine uses Advanced SPTI which is available in XP (with service pack 3), Vista, Windows 7 so the Patin Couffin driver is no longer necessary and does not need to be installed.


How to burn another copy without out having to convert again?
With ConvertXtoDVD and Blu-Ray converter you don't have to burn your files straight after conversion if you don't want to. You can also burn your converted files as many times as you want if you keep them on your hard drive.
For ConvertXtoDVD:  Go into the "Settings" select the "Burning" tab, make sure the option "delete folder after succesful burn" is NOT CHECKED.  To burn another copy of an already converted file, go to "action" and click on "burn an already converted project".  Conversions by default are saved in this location: My Documents/ConvertXtoDVD/videofilename.  This location can be changed in the general tab of the settings (the working folder). Please read this tutorial for more info: http://forums.vso-software.fr/how-to-save-and-burn-another-copy-of-your-converted-files-t7209.html
For Blu-ray Converter, click on the "wheel" icon on the top right , Click on "Tools" then "Burn an already ripped DVD project"


How do I completely remove/uninstall VSO product from my computer?
You can use our CleanVSO tool to completely remove 1 or all our products from your machine.



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進行中的投票
Have you upgraded your licence to Lifetime status ?



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