Makayama Software Tech Support


DVD-to-Pocket PC – the most frequently asked support questions

 # Your top 25 questions… And the solutions…
 0)  How do I upgrade to the latest version?  

It depends where you bought it.

1) If you bought through Handango , affiliated stores, or at our own Makayama webstore , you can download the latest version (1.3) for free here:

https://www.handango.com/MyLogin.jsp?siteId=1

login at 'Desktop Download' with your email adress and order reference number (you find this in your Handango order confirmation email). After installation, you need to register the software again with the username and serial number you received earlier.

2) If you bought through Pocketgear , you must login to your account:

https://www.pocketgear.com/account.asp

Then you go to 'My Downloads' and you can re-download the latest version. After installation, you need to register the software again with the username and serial number you received earlier.

3) When you bought through Clickapps.com , find the confirmation email that you received when you purchased DVD-to-Pocket PC and click on the link in the email (this is a sample):

>> PLEASE DOWNLOAD YOUR FULL VERSION
http://www.clickapps.com/full.htm?id=3xv44ca87d (this is a sample)

You will start downloading the updated version immediately then.

German Customers/Deutsche Kunden:

4) Wenn Sie DVD-to-Pocket PC über Mobile2Day , ein Affiliate Partner oder einem Software Choice Programm erworben haben, so können Sie die neuste Version direkt in Ihrem Kunden-Account laden.

Nach der Neuinstallation müssen Sie die Software neu Registrieren. Nutzen Sie dabei die Ihnen schon vorher zugesandten Daten.

5) Wenn Sie DVD-to-Mobile über Pocketland.de , oder ein Affiliate Partner erworben haben, so können Sie die neuste Version noch 180 tagen um sonst direkt in Ihrem Kunden-Account laden. Nach der Neuinstallation müssen Sie die Software neu Registrieren. Nutzen Sie dabei die Ihnen schon vorher zugesandten Daten.

1) I'm getting the .IFO not found error, every time
  • Solved in version 1.3 of the software. For a free upgrade, see solution #0
2) DVD-to-Pocket PC hangs after Step 1. It will not start Step 2.
  • This is caused by insufficient memory. Restart your computer. Remove the DVD. Start the software again. From the Options Menu, choose 'Special/Step 2 Run'. The software will now try to start again from Step2, without having to extract the whole DVD again.
  • To prevent it from happening again, always restart your computer before launching DVD-to-Pocket PC. Make sure DVD-to-Pocket PC is the only software running. Exit Outlook, Explorer, Messenger, other DVD playback software, etcetera. Also make sure you don't have memory intensive software running in the background or system tray (the icons in the lower right corner of your sceen, left of the clock), such as Norton Anti-Virus, Kazaa and such. Close them all. When our software can use all processing power and memory, you have less chance of getting errors.
  • Also check if you have enough free space on your C:\ disk to store the temporary file the software creates. You need 10Mb of free space for every minute of movie time. For example: a 120-minute movie needs 1,2 Gigabyte for a temp file that will be removed if encoding is completed. If you have only, say, 600 Mb, the software will extract 60 minutes from the DVD, then jump to Step2 and will crash or hang because there's no more storage space for the final, smaller movie file. This problem will be fixed in our next release.
3)

 

I get an error 'Sample not found, or audio decoding error. ....continue?'

and/or:

The sound of the final DVD.wmv file has silence gaps.
  • Solved in version 1.3 of the software. For a free upgrade, see solution #0
4) The sound is out of sync with the video. It seems to lag 2 seconds.
  • Some DVDs cause the video and audio to go out of sync. If you have such a DVD, open it, go to the Options Menu, and choose Sound & Subtitles.

    In the window that opens, go to Miscellaneous, check 'Audio/Video sync'. Then do a test run to check sound.
5) There is no sound at all in the final DVD.wmv file
  • From the Options Menu, select ‘Sound and Subtitles’. In the window that opens, locate ‘Audio Settings’, select ‘Track’ and change it from AC5 to AC2 (or to a language mentioned). Check or uncheck the option ‘Dolby Surround’, try all combination of audio settings and keep doing Test Run from the Options Menu until you find the right combination.
6) I'm getting a Runtime Error 429. Software doesn't start or doesn't go to step2.
  • You have broken off the installation too early. Windows Media Encoder was not properly installed. Install again and don't press 'cancel' at any time during the process. Wait for all items and installation windows to disappear from your screen; this may take up to 2 minutes.
7)

Run-time error-107288..

No profile is set for the source

  • You have broken off the installation too early. Windows Media Encoder was not properly installed. Install again and don't press 'cancel' at any time during the process. Wait for all items and installation windows to disappear from your screen; this may take up to 2 minutes.
  • You may be running on an unsupported operating system, such as Windows 98, ME, 200 or NT. Our software needs XP.
8) Runtime Error.2147417848. Automation Error. The object invoked has disconnected from its client.
  • The software remembers the settings of the last DVD you converted. The second DVD may need other settings. Open the DVD and from the Options Menu, choose Reset All.
9) Some movies are bigger than 128 Mb and don't fit on my memorycard.
  • The maximum movie length is 100 minutes in 'normal quality' mode. In 'high quality' mode the maximum is 130 minutes. Movies longer than that will generate larger files. You'll have to buy a bigger memory card or use the 'start after/stop after' functions from the Options Menu to chop up the movie in two parts. The 100-minute maximum is set because squeezing a longer movie into 128Mb would force the software to degrade video quality to such an extent, that the movie would become unwatchable on the Pocket PC.
10) Can't install the software
  • Please unzip the package to your DESKTOP, then install. Don't use some temporary directory and don't launch it from within Winzip.
  • Make sure you have Windows XP, not Windows 2000
  • Make sure you have a C:\ disk
  • Make sure you have the latest Winzip version from www.winzip.com
  • Don't break off the installation too early. Windows Media Encoder will also be installed. Don't press 'cancel' at any time during the process. Wait for all items and installation windows to disappear from your screen, this may take up to 2 minutes.
11) When I tried to use the 4:3 zoom function it played almost the same way, or zoomed just a little, with hardly any difference in the appearance of the movie when I played it in wide screen.
  • After opening the DVD, choose RESET ALL, and in the first window that opens, press Default. Then in the same window under Export Settings, choose Aspect Ratio, CUSTOM, then OK. This will give a zoom effect on certain non-standard DVDs. See also: solution 19.
12) The 'normal' and 'high' settings don't seem to make a difference: my DVD ends up being approx. 200 Mb.
  • You are trying to convert a DVD that is approx. 150-175 minutes. In 'normal mode' it will become a file larger then 128 Mb, because it is much longer then the 100 minutes allowed. In 'high mode' it's also too long, but the quality will be scaled back to fit the 256 Mb card. Use the 'start after/stop after' functions from the Options Menu to chop up the movie into two parts.
13) Does your software support the new VGA devices such as HP iPaq 4705, Dell Axim X50V and Toshiba E800-series.
  • Yes, in version 1.3 of the software. For a free upgrade, see solution #0
14) ‘Runtime error: 6. Buffer overflow’
  • This happens when your DVD is damaged or dirty. The DVD player will ‘hang’ on a certain part of the movie. Clean your DVD, try again.
15) ‘Audio format not supported ‘DTS’.
  • Select ‘Sound and Subtitles’ from the menu and press ‘default’ in the window that pops up. Next, locate ‘Audio Settings’ in the same window and check the ‘Track’ menu. Make sure the audiotrack is in AAC, not in DTS format. Press OK to confirm.
16) The software switches to Step 2 too soon. Only part of my movie is converted.
  • After opening the DVD, goto Options Menu
    Select Reset All
    Click on 'Default' then on 'whole'

  • Also: You may not have enough free space on your C:\ disk to store the temporary file the software creates. You need 10Mb of free space for every minute of movie time. For example: a 120-minute movie needs 1,2 Gigabyte for a temp file that will be removed if encoding is completed. If you have only, say, 600 Mb, the software will extract 60 minutes from the DVD, then jump to
    Step2 and will crash or hang because there's no more storage space for the final, smaller movie file.
17) After pressing 'Action', a small window pops-up and I get a Runtime Error 53, 'file not found'.

  • Solved in version 1.3 of the software. For a free upgrade, see solution #0
18) Norton Anti-Virus or Firewall software reports DVD-to-Pocket PC accesing the internet. Our software seeks access to the Internet on the following occasions:
  • From the Help Menu\'How does it work', to display the online manual
  • From the Help Menu\'I get errors', to display this online error database
  • From the Buy Menu\'This Software' to connect to the Handango Store
  • From the Buy Menu\'Memory card' to connect to Amazon
  • From the Help Menu\'Who made this' to connect to the Makayama website.

All other firewall alerts are false. Our software does NOT connect to the internet during the copyright question 'Do you own or did you rent this DVD?' We do NOT store or process information about your system, your DVDs, etc.
19) My DVD looks squeezed or stretched on my Pocket PC. There are always black stripes on top and bottom.
  • Pocket PC screens and a movie theater screen aren't the same shape. Movie screens are much wider. Today, films generally come in one of two basic widescreen aspect ratios: 'Academy Standard' (aspect ratio 1.85:1), and 'Anamorphic Scope' (aspect ratio 2.35:1). Films in 'Acadamy' are widescreen (like English Patient, Toy Story or Silence of the Lambs), but do not appear quite as wide as Scope films (like Star Wars, Lawrence of Arabia, or Apollo 13). Pocket PC screens and TVs have a (1.33:1) aspect ratio. Because it's not possible to detect the difference in Scope and Academy programmatically, the software will encode to an average aspect ratio of 2:0 in widescreen, making look Academy a bit sretched and Scope a little squeezed. In Zoom mode, the software will crop from left and right, loosing parts of the screen on both sides. Scope movies will not be fully zoomed, because fitting it completely would cause 40% of the picture to be lost on the sides. In the next version of the software, there will be a 'Zoom Extra' option, which deals better with Scope. See also: solution 11.
20) Does your software work on Windows 2000?
  • Windows XP is required. However users have reported succes with some version of Windows2000, although it is not officially supported. Try the demo version, convert a DVD and you can see how it performs on your PC. If it crashes, do NOT buy the full version.
21) Does your software work with Pocket PC 2002 devices?
  • Windows Mobile 2003 is recommended for smooth playback, but the converted movies will run on Pocket PC 2002 machines although you will get fewer frames per second (sometimes even choppy) playback. Try the demo version, convert a DVD and you can see how it performs. Check on your Pocket PC manufacturers website to see if there is an upgrade for your device to Windows Mobile 2003.
22) Cannot find MSVBVM60.DLL
  • You see to be missing a file that is normally part of Windows XP
    please download the file (click here) and unzip it to your c:\windows directory
23) After attempting to copy one movie from my hard disk, I can no longer open a DVD. The previous movie is stuck in the open window. The program will no longer allow me to select another movie.
  • Rename the folder where the previous movie files are stored. For example if it is in a folder called 'movies', rename it to '1movies'. Now start our software again and it will show the files on the DVD drive.
24) My DVD holds multiple episodes, such as tv-shows, but only the first (or all of them at once) get converted.
  • Goto the Options Menu, choose Sound & Subtitles. In the window that opens look under Video Settings and click on Index. You can choose each episode you want to convert seperately.
25) My problem is not in this list
  • Contact tech support and provide your serial number (mail support is for registered users only)
updated 5-march-04