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<General Questions> |
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What should I do if I couldn't find the answer to my question here? |
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In this case you should submit your question to us using this form. Our customer care representatives will handle it promptly. |
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<Technical Questions> |
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Why do I receive a message saying that it cannot convert, after clicking on the “Convert” button? |
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You will receive this message when the settings are wrong. For example, the format of source media does not match with the specified setting. For another example, the conversion does not support the coding parameters of output media. If you receive this message, you should examine the configuration of source and output media carefully. Hint: you may use Profiles to minimize the problems caused by incorrect settings. |
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What is this message: “Because an error occurred, the conversion is terminated.”? |
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This error is usually caused by the internal codecs (encoders and decoders) on your computer system. You can try to run the same conversion process on another computer. This helps to eliminate the cause of incompatible codecs installed on your system. |
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Why sometimes I can convert file A to file X and convert file B to file X, but can’t merge A and B to X? |
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First of all, the internal mechanism of handling Single File and Merge Files conversion is different. For Merge Files conversion, only existing decoders on your system would be employed. If there are no suitable decoders for file A or file B, you cannot merge and convert the two files. For Single File, JaxHub supplies its own decoders, in addition to those existed on the system. Therefore, Single File conversion supports more source media types.
If you encounter the problem described here, you should install the third-party decoders for this source media type on your computer. |
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How to convert a RealMedia (RM) file to other formats? |
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RealNetworks Inc. did not release their RealMedia decoder as Microsoft DirectShow filter. JaxHub cannot decode RealMedia format and convert it to other coding formats. You may be able to find some open source decoders for RealMedia from the Internet. After you have installed one on your computer, JaxHub can then decode the RealMedia format. |
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What is this message: “Can’t open the source”? |
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For file based conversion, you will get this message if no suitable decoder for the source media could be found. You should install appropriate decoders on your computer. Even though JaxHub includes many common decoders, it does not include every decoder you will ever need.
For camera capture, it could mean that the camera is no available. For example, you have not connected the webcam to your computer or the webcam is currently used in another application on your computer.
For microphone capture, you will get this error message when the microphone is not connected. |
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Why can’t I convert a music file to MP3 format using the “original” profile? |
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When you use the “original” profile provided by JaxHub, you need to make sure that the coding parameters are supported by the output media type. For example, if the frequency of your input music file is 8 KHz and you want to convert to MP3 format using the “original” profile, the conversion will not be successful because MP3 format does not support 8 KHz frequency. In this case, you need to modify the profile and set the appropriate frequency. |
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Why doesn’t it work in most of the time when converting to AVI? |
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First of all, AVI is a file format, not a coding format. When you select AVI as the output format, third-party encoders installed on your computer will be used. In case that you do not have appropriate encoders installed, you are not able to do the conversion to specific coding formats in AVI. Moreover, each encoder has different parameter requirements and JaxHub may not support all of them. Please make sure that you use those AVI coding formats supported by JaxHub. |
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<Online Purchase> |
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Whom should I contact with if I have billing questions? |
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Jaxstream's software can be purchased online with our secured transaction server. If you have any billing questions, please email our customer care representatives at "estore@jaxstream.com". |
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Do I have to register for an account before making the online purchase? |
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Yes, we require all customers to register for a free account with us in order to better serve the needs of our customers. If there are any inquiries, it would help our customer care representatives to keep in touch of our customers and solve problems more promptly. Please refer to our privacy policy if you have any concerns with privacy issues. |
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Is it safe to submit my personal information online. |
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All transactions are protected by SSL security technologies. We do not share your personal information in our database with third parties. Please refer to our privacy policy for details. |
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Is it safe to purchase software online with my credit card . |
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We do not take your credit card information and it will not be stored in our customer database. When you have confirmed with your order, you will be re-directed to Paypal's web site for secured payment processing. Since Paypal, an Ebay company, is the leading online payment provider, you can use their services with confidence. |
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Do you ship boxed software? |
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To save the cost and pass the saving to our customers, we do not ship boxed software. All of our software are available electronically. |
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What's the refund policy? |
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We usually do not refund for the software because they are available as trial software for download. Please refer to our refund policy for details. |
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