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Though our software is incredibly reliable and user-friendly, our extensive options may be confusing sometimes. Having trouble scaling photos for your PDA or smartphone? Can’t figure out how to transfer a camcorder tape to your iPod or PSP?
On this page, we have provided detailed answers to all of the most common customer questions. To get the quickest, most up-to-date answer to any question about our products, browse our FAQ. If you can’t find the answer on our website, send us an e-mail at: support@bambootech.com. We are here to help.
Are Bamboo Technology's software products compatible with most DVD drives and media?
Yes, Bamboo Technology utilizes the industry's most advanced backup technology, the VSO burn engine. We constantly update all of our products to ensure their compatibility with the latest DVD burner hardware and blank disc media technologies.
Does Video Vault support high speed & dual format/double layer burners and blank disc media?
Yes! Our software works with the latest high speed drives and burners with double layer media support. This commitment to technology ensures that Bamboo Technology's backup products work with more burners, blank disc media and have higher burn success rates.
Are free updates available?
Yes, free life-time product version updates are provided for all Bamboo Technology products - the latest versions always available online.
Bamboo's extensive R&D team works year round to improve performance and enhance features.
Our global team of software engineers work on daily basis with media and drive manufacturers to ensure the industry's highest level of compatibility.
How long does it take to backup a DVD?
No other company offers a faster backup solution. Most movies, even on older computers, can be backed up in less than an hour.
What makes a great DVD backup solution?
Core Technology, Feature Set, Hardware/Software Compatibility, Support and Guarantee.
What is "double layer"?
Double layer, when referring to blank recordable media, is a relatively new media technology that has two 4.37GB blank recordable layers suspended on the disk to form a storage capacity of approximately 8.5GB.
One layer is semi-transparent, which allows the optic laser to access the second opaque layer by refocusing the laser to a different length.
This is also referred to as a "DVD-9" recordable blank or a DVD+R DL.
(NOTE: This DL format is currently ONLY available in +R.)
Double layer (sometimes "dual layer"), when referring to optical drives, refers to drives that will burn this new media format.
(NOTE: As of this writing, these drives are fairly new in the marketplace. Not all drives are dual layer burning drives. Please check with your drive manufacturer if you are unsure if your drive supports double layer burning.)
Does the Video Vault Series support Mac OS?
We do not have Mac versions available at this time, but are being considered for 2007.
Is Video Vault compatible with all versions of Windows?
Video Vault is designed for Windows XP Home/Professional and Windows Media Center Edition.
Windows 98 Second Edition, Windows ME, Windows 2000, Windows NT, or any of the Server versions of Windows are not supported.
Are any of the Video Vault family of products Macintosh OSX Compatible?
Not at this time.
Are any of the Video Vault family of products compatible with the 64-bit processor?
Though it may run, we do not currently support it and there may be issues.
Video Vault is giving me an error that it cannot locate the DVD R drive on my system.
Uninstall Video Vault via the Add or Remove Programs Control Panel, Reboot, then re-install your Video Vault product.
What are the system requirements for the Video Vault products.
See the individual software packages for system requirement information as it does vary from product to product.
What versions of Mpeg4 can I import into Video Vault?
Currently we support DIVX 5.0 AVI files (which is a flavor of MPEG4 + MP3 in an AVI wrapper). We support .MP4 with "simple profile" H263 video + AAC audio. We do not support .MP4 with H264 or any other audio.
Can I move my vault folder from its default location?
Should you need to move your vault folder because of space limitations on your drive, you can do so by doing the following:
- Navigate to My Computer/C: Drive/Programs/Bamboo Technology/Video Vault folder.
- Locate the Vault folder within.
- Move the folder to its new location. Be sure that this drive is formatted as NTFS, as FAT32 has a file size limit of 4GB
- Once the file has copied, launch Video Vault
- Click on the Options button in the lower left hand corner
- Locate the Vault Folders area of the options.
- Click on the ‘+’ sign to add a new location
- Navigate to the location of the vault folder you copied and select it, click on OK to close this window
- Now you may highlight the old path it will be something like ‘C:\Programs\Bamboo Technology\Video Vault\Vault, and click on the minus sign just below the Vault Folders area.
Now highlight the new Path name, this will make it the default, and click the OK button to close the Options window.
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How can I grab an image from my movie to use as its Vault thumbnail image instead of the default thumbnail image.
You can usually use Windows Movie Maker to do this if you have the proper video codecs installed.
Start menu->Accessories->Entertainment->Windows Movie Maker.
Import the video into Movie Maker, scrub to the image you want in the preview window, then click the Take Picture button below and save it. Then in Video Vault, right click on the default thumbnail and replace it with the image you just created.
Where do I find my License ID and Password for my product?
If it is a boxed copy you will find the License ID and Password on the inside of the box under the CD, if it is a download version it was listed in your order confirmation.
Why does my online activation take so much time?
Ordinarily, online activations take only a matter of seconds. If your online activation experience takes longer than you feel should be necessary, you may be experiencing a software conflict inhibiting the completion of your activation. Please disable any firewall, anti-virus or pop-up blocker software running and the activation should go through quickly and efficiently.
See also the main support page for more specific information.
What is activation error code 7?
Error code (7) means that the license number submitted to our server has reached its maximum allowable number of activations. If you need to have this limit reset, please contact our support staff via E-mail to request a reset. Please have your license ID number listed in the body of any E-mail sent. Be aware that we generally prefer that Video Vault be installed on no more than two (2) computers simultaneously and they must be owned by the same person. Before resetting activations the server will be checked for other currently activated copies of the software.
Why is there only an option to Import Disc on startup, rather than an option to convert a DVD that's already formatted on the hard drive?
Video Vault was originally designed to go from DVD -> to Vault -> to whatever format you want (DivX, WMV, MPEG-2). At this time, there is no direct DVD to other format path without first storing your movies in the Vault.
You might try adding DVD's directly to the Vault as opposed to ripping them to your hard drive first. You can compress them and save space (ex. rip a DVD to your Vault and store it in DivX format), and also store them in the format you want to later export. That makes the export operation very fast since Video Vault does not have to reprocess the format.
How do I download video to my ZVue Video Player?
For ZVue Video Player devices, users should click on Export to File and select their device's drive letter in the drive/folder list.
Encoding to SD card output in Motorola Q, 8125, Blackjack, Treo 650 is very slow, what can I do?
First Import/Capture etc. directly to the desired phone format and then export in the same phone format so that the file is copied directly to the SD card without encoding at the same time.
I have F-Prot Antivirus or F-Secure on my computer and it thinks Video Vault has a virus or blocks Video from launching. What should I do?
Add Video Vault to the exceptions list or Application Control area for that software.
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Why am I getting errors when burning DVDs?
Use this checklist to solve your DVD burning problems: DVD Burning Checklist
Why doesn't my DVD backup copy play on my set top DVD player?
Video Vault was designed to create DVD backups that can play on any ordinary DVD player, however, some players can be somewhat picky in regards to the disc media used to burn backup copies.
Recordable discs also have different reflectivity than pressed (pre-recorded) discs that not all players have been correctly designed to read. Please consider trying one of the following:
1) a different brand of media.
2) checking with your set top player's manufacturer as to what type of media is supported by that player.
3) getting a firmware upgrade for your set top player from the manufacturer.
I have problems burning DVDs with some brands of media. How can I burn successfully to a certain brand of media?
First, make sure the media format and speed of the media you have purchased is compatible with your DVD writer by checking it at the manufacturer's support page.
Second, the firmware in a DVD writer is responsible for compatibility with newer media brands and formats. Update the firmware in your DVD writer to the latest version for maximum compatibility with available media.
What is Windows Prefetch and does it have an effect on burning a backup DVD?
In Windows XP, there is a folder called Prefetch. This folder is basically a cache (dump) folder for Windows. Unnecessary data in this folder has been known to affect DVD burning by causing write errors. If you open up the folder and delete the contents, this has been known to help to fix write errors. After you delete the contents, empty your Recycle Bin, and reboot. then re-read the disc and begin the write process.
Do I need to erase RW media when using Video Vault?
All of our products will recognize the +/-RW disk as re-writable media when you insert it when it asks for a blank disk and will write over it. No need to erase or reformat every time you want to backup to previously written +/-RW DVD discs.
Should my DVD burner be the master drive or the slave?
DVD burners should generally be installed as the master drive on the IDE channel.
Can I have more than one burner on my system?
Yes you can have more than one DVD burner (DVDRW) on your system.
You can use the Options dialog to specify which DVD burner (DVDRW) to use when creating DVDs.
Any valid DVD capable drive (either DVD-ROM or DVDRW) on your system may be used as the reader.
I've found a 3rd party firmware update for my dvd writer drive. Is it safe to use?
As with any file downloaded from the internet, there are inherent risks involved. While not directly recommended, firmware available from this site has been used to solve media compatibility problems as well as other burning problems by some of our users:
http://forum.rpc1.org/portal.php
Disclaimer: Use these 3rd party firmware updates at YOUR OWN RISK.
Why do my drive's read times appear to be slower than drive's rated speed?
Your burner might be in PIO mode instead of DMA. the drive being in PIO mode may well be causing slow read times.
Please take the following steps to check to see if this is the case:
If you don't have the Intel Application Accelerator installed:
Start -> Control Panel -> System -> Hardware tab -> Device Manager. Expand the + next to 'IDE ATA/ATAPI controllers'. Right click on both the Primary IDE Channel and the Secondary IDE Channel, select Properties and then the 'Advanced Settings' tab. On both Device 0 and Device 1 the 'Transfer Mode' should read "DMA if Available" and right below that box next to 'Current Transfer Mode' it should say "Ultra DMA..." or "...DMA....", it should not say anything about 'PIO'.
If you have it set to 'DMA if Available' and the current transfer mode is PIO, then right click on the Primary IDE Channel and/or the Secondary IDE channel and select 'Uninstall'. Reboot and Windows will redetect that IDE channel and install the devices on it. When that's done both the Transfer Mode and the Current Transfer Mode should be DMA.
If you have the Intel Application Accelerator installed:
You will not have the 'Advances Settings' tab in the Properties of that IDE Channel. Run the Intel Application Accelerator program from your Software Programs group and change the DMA mode from that program.
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I am having problems with a Datel USB/Power combo cable. What is wrong?
There are reports where the cable seems to work and the PSP shows up as connected, but you cannot delete or add to the PSP from Video Vault and cannot pull up a proper directory from Windows Explorer. This appears to be a bad cable problem as Video Vault works as expected with a replacement cable.
What version of the PSP system software must I have installed on my PSP?
You must have version 2.00 or higher installed. As of Jan. 06, the current version is 2.60. Check the PSP website for system software updates. http://www.us.playstation.com/psp.aspx
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Why is Vault not recognizing my iPod device? (The rescan dialog keeps showing up) Have you installed iTunes yet? iTunes must install a driver for the iPod on Windows XP. This must be properly installed or Vault will not "see" the device. Also, iTunes must not be running while Video Vault is running. Be sure to close iTunes and reconnect the iPod with Video Vault open if this has happened.
I keep getting a message about Vault not being able to find the iPod preferences. What can I do?
Close Vault and run iTunes, and then plug-in the iPod. This will reset your preferences. Then right-click on the IPod folder in iTunes and choose "IPod Options". Pick "manually manage songs and playlists" from the iPod / Music tab and then pick "Ok". Now close iTunes and run Vault again.
I'm trying to use the iPod in PDA mode in Video Vault but it isn't working.
The iPod shows in PDA mode because it is a removable hard disk. However, PDA mode cannot properly update the iPod Database. Use Export to PVP mode, not PDA mode in Vault.
I'm having trouble converting movies to the iPod the first time I try to use it, or the movies don't show up on the iPod after conversion.
Make sure you have synchronized to iTunes at least once before running Vault. iTunes initializes the iPod's database.
How do you delete movies off my iPod?
Launch Video Vault
- Plug in your iPod
- Look for the ‘thermometer’ in the Video Vault iPod interface. It will be to the right hand side, and show the amount of space left on the iPod
- Click on the icon of the ipod just to the right of the ‘thermometer’ this will bring up the iPod’s window showing movies within it.
- Simply click on the checkboxes’ just to the left of the movie title and an ‘X’ will show up. This is how you select which videos to remove.
- Now click the big red ‘X’ at the bottom of the interface. You may exit this window when done.
I have used my iPod with my Macintosh computer, and Video Vault does not see the iPod when it is connected, why?
If you setup your iPod with the Macintosh, it formats the hard drive as HFS Extended. Windows does not recognize this formatting on a drive. You will need to setup the iPod to work primarily with Windows, thus reformatting the drive as FAT32. Make sure you backup your data before reformatting any drive. If you set it up with the Windows environment, you will still be able to manually transfer music over within the Macintosh Environment.
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