FAQ and Support

You do not need to uninstall DVDVideoSoft programs, just download and install the updated version. You'll find the latest versions of our programs here.

Click Start → All Programs → DVDVideoSoft → Uninstall

For the earlier versions you should also do the following:

1. Click Start → All programs → make right click on "DVDVideoSoft" and select "delete"
2. Manually delete folders
   • C:\Program Files\DVDVideoSoft
   • C:\Program Files\Common Files\DVDVideoSoft

Each DVDVideoSoft program has its own step-by-step guide. You can easily get it by clicking ''Learn how to use'' on the page of program's description.

You can find a list of step-by-step guides to all programs here.

For correct functionality of our YouTube programs Cookies must be enabled in your browser. Most probably Cookies are disabled now. Below find the information on how to turn them on:

Internet Explorer 7 or 8:

1. Click Start → Control Panel. (With Windows XP Classic View, click the Windows Start button → Settings → Control Panel).
2. Double-click the Internet Options icon.
3. Select the Privacy tab.
4. Click Advanced.
5. Select "Override automatic cookie handling" under the "Cookies" section in the Advanced Privacy Settings window.
6. Select the "Accept" or "Prompt" option under "First-party Cookies."
7. Select the "Accept" or "Prompt" option under "Third-party Cookies." (If you select the "Prompt" option, you'll be asked for approval every time a website attempts to send you a cookie.)
8. In the Internet Options window, click OK to exit.

Mozilla Firefox 3.x:

1. Click Tools → Options.
2. Click Privacy in the top panel.
3. Set "Firefox will:" to Use custom settings for history.
4. Check the box next to "Accept cookies from sites" to enable cookies.
5. Click OK.

Chrome:

1. Click the Tools menu.
2. Select Options.
3. Click the Under the Hood tab.
4. Click Content settings in the "Privacy" section.
5. Select Allow local data to be set to allow both first-party and third-party cookies. If you only want to accept first-party cookies, check the box next to "Block all third-party cookies without exception."

If you have checked preset list in the main program window and there isn't a preset you want to convert a file to, you can change any of the existing presets or create a completely new one with Preset Editor.

By default all output video files are saved to: C:\Users\<user name>\Videos
All output audio files are saved to: C:\Users\<user name>\Music
All output image files are saved to: C:\Users\<user name>\Pictures
Though in every program you can change the output direction to the one you need.

If you get a message:

"The font Arial doesnt support the cut underline",

"Font 'Verdana' does not support style 'Regular'"

or similar

The cause is that fonts are not installed or font file is corrupted.

Resolution:

1. Download these system fonts: Arial, Arial Bold, Tahoma, Verdana.



2. Then go to the folder Downloads, right-click on each file and run them as ADMINISTRATOR.


3. Start our programs again.

Resolution for Windows 7 users:

1. Go to the C:\Windows\winsxs folder




2. Go to one of the following folders

   x86_microsoft-windows-font-truetype-ARIAL_... (amd64_microsoft-windows-font-truetype-ARIAL_...)

   x86_microsoft-windows-font-truetype-TAHOMA_... (amd64_microsoft-windows-font-truetype-TAHOMA_...)

   x86_microsoft-windows-font-truetype-VERDANA_... (amd64_microsoft-windows-font-truetype-VERDANA_...




3. You will see backup copies of the fonts.

   Right-click on each of them and then install.

After this everything will work fine.

Read this page to find out all possible solutions.

Please follow this instruction:

1. Go to: Start → All Programs → DVDVideoSoft → Uninstall
2. Download the latest versions from the website: http://www.dvdvideosoft.com

If the problem still exists, please do the following:

1. Open the program and go to: Options → Advanced → Check 'Use alternate video detection algorithm'.
2. Try to download again and send us your feedback: launch 'Log Report' (Start→ All programs → DVDVideoSoft → Tools → Log Report).
3. (After the report has been generated) Click 'YES' to open the folder with archived logs.
4. Send '_logs_to_send' to our Help Desk (Note: you just need to attach this archive to your ticket).

It depends on your computer possibilities, your internet connection, server workload. You can speed up your downloads using Rocket Subscription.

Read this page to find out all possible solutions.

Read this page to find out the solution.

1. Open Command Prompt from the Start menu (type cmd in the Search box).

2. Type sfc/scannow and push the Enter button.

Note: This command works for Windows XP and higher and it does not work in Safe Mode.

Alternative Solution for Burners:

Install IMAPI. Choose the one which is compatible with your OS from this list: win 2000, win 2000 server, win xp x32, win2003 server x32, win xp x64, win2003 server x64.

Note: if you use Windows Vista or Windows 7 (x32 or x64), update Windows before the installation of IMAPI: go to Start → Windows Update.

Please install IMAPI. From this list choose the one which is compatible with your OS: win 2000, win 2000 server, win xp x32, win2003 server x32, win xp x64, win2003 server x64.

Note: if you use Windows Vista or Windows 7 (x32 or x64), update Windows before the installation of IMAPI. Go to Start → Windows Update.

Please register here and tell us the model of your DVD player. We are trying to fix the error with the current version of the program. Meanwhile you can try Free DVD Video Burner 2.4.8.61.

If you need to send us a file for tests, please check its size.
If your file is less than 10 mb, register here and attach the file to the ticket.
If your file is more than 10 mb, please follow this instruction:

1. Download dropbox: https://www.dropbox.com.
2. Install dropbox on your PC, create an account.
3. Drop a file into the Public folder.
4. Right-click this file, then choose Dropbox > Copy Public Link. This copies an Internet link to your file that you should send us.

If your file is huge (over 3 gb), please send us a message via Helpdesk for further instructions.

Download and install K-Lite Codec Mega Pack if you see any problems during video files playback.

Open any DVDVideoSoft newsletter which you have received. Click the link "unsubscribe now" at the bottom of the message. That's all.

Read this page to find out all possible solutions.

1. Reproduce the error and close all DVDVideoSoft programs.
2. Launch "Log Report" (Start → All programs → DVDVideoSoft → Tools → Log Report).
3. (After the report has been generated) Click "YES" to open the folder with archived logs.
4. Send "_logs_to_send" to our Help Desk (Note: you just need to attach this archive to your ticket).
That's all!

If you want to know whether you are the Administrator of your computer or not, go to Start → All Programs → Accessories → Command Prompt, then type the command chkdsk and press "Enter". If you are the Administrator of your computer, a program verifying a disk will run. But if you see a message "Access denied", you are not the Administrator.

At the moment our programs don't work on Apple Mac. We are planning to develop Mac OS X versions, but we still cannot promise when.

We should warn you that probably not all features function correctly in the previous versions of our programs, we update our programs to eliminate all the errors. If you still want to try, check them here.

1. Download video downloader extension for your browser from this page.
2. Close your browser.
3. Run the downloaded installation file.
That's all!

For Google Chrome: You need to activate the extension. Go to:
Customize and control Google Chrome → Click on "New extension added (DVDVideoSoft Browser extension)" → Enable extension.

Disable AVG Accelerator

Rocket Subscription is an exclusive 1-year license for advanced functions of Free Studio suit. A user can buy unlimited number of licenses for Rocket Subscription. Each license is issued with one 25-digit activation key which can be used on 3 computers.

The License contains information about the purchased subscription, quantity of its copies as well as basic information about the user: Name, Address, e-mail (the user receives the purchased license and communicates with Technical Support via e-mail).

In case of License usage infringement (e. g. subscription key sharing) the License can be blocked by our staff. Read more here.

You can activate Rocket Subscription in the following way:

1. Start → All Programs → DVDVideoSoft → Rocket Subscription
2. Enter your Subscription Key → Click on the Arrow → OK.

Enjoy high-speed download!

Our company used to do advertising on the website and accept donations from our followers. Now we get rewards from installing optional toolbar as well as we get profit from Rocket Subscription sales. With this money we can afford ourselves to offer free software as well as maintain a small team of employees developing software and providing technical support.

If you use Firefox, do the following steps:

• launch Firefox;
• go to Tools → Options → Main tab → Home Page section and change the home page name;
• restart Firefox.

For Internet Explorer do the following steps:

• launch Internet Explorer;
• go to Tools → Internet Options → General tab → Home Page section and change the home page name;
• restart IE.

For Google Chrome do the following steps:

• launch Google Chrome;
• click Settings in the upper right hand corner of the browser;
• go to Options → Basics tab → Home Page section → type in home page name;
• restart Google Chrome.

To uninstall/disable DVDVideoSoft Toolbar from Firefox follow the steps:

• launch Firefox;
• go to Tools → Add-ons → Extensions → select DVDVideoSoft Toolbar and press the button Uninstall/Disable;
• restart Firefox.

For Google Chrome do the following steps:

• launch Google Chrome;
• click Settings in the upper right hand corner of the browser;
• go to Options → Extentions → DVDVideoSoft Toolbar → Uncheck "Enabled"/Press Remove;
• restart Google Chrome.

To uninstall DVDVideoSoft Toolbar from Internet Explorer follow the steps:

• go to Start → Control Panel → Programs and Features ("Add or Remove Programs" in windows XP) → select DVDVideoSoft Toolbar from the list and press the button Uninstall ("Change/Remove" in windows XP)
• restart your computer.

To disable DVDVideoSoft Toolbar from Internet Explorer follow the steps:

• launch Internet Explorer;
• go to Tools → Manage add-ons → Toolbars and Extensions section → select DVDVideoSoft Toolbar and press the button Disable;
• restart Internet Explorer.

To uninstall/disable Ask Toolbar from Firefox follow the steps:

• launch Firefox;
• go to Tools → Add-ons → Extensions → select Ask Toolbar and press the button Uninstall/Disable;
• restart Firefox.

For Google Chrome do the following steps:

• launch Google Chrome;
• click Settings in the upper right hand corner of the browser;
• go to Options → Extentions → Ask Toolbar → Uncheck "Enabled"/Press Remove;
• restart Google Chrome.

To uninstall Ask Toolbar from Internet Explorer follow the steps:

• go to Start → Control Panel → Programs and Features ("Add or Remove Programs" in windows XP) → select Ask Toolbar from the list and press the button Uninstall ("Change/Remove" in windows XP)
• restart your computer.

To disable Ask Toolbar from Internet Explorer follow the steps:

• launch Internet Explorer;
• go to Tools → Manage add-ons → Toolbars and Extensions section → select Ask Toolbar and press the button Disable;
• restart Internet Explorer.

When installing DVDVideoSoft programs, you are prompted to install Optional Toolbar which ensures income for our company and allows us to offer you free software.

You can choose not to install this Optional Toolbar. However, every time after using any DVDVideoSoft program you will be asked to install it again.

If the pop-up Toolbar Offer is annoying for you, delete the following file from your PC:

C:\Program Files\Common Files\DVDVideoSoft\bin\SubscriptionOffer.exe