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January Clearance 2017

SweetCare®

SONY software hangs on launch/start.

Below are some steps to try that may resolve this issue:

1. Once the application is hanging at the splash screen, try pressing Enter on your keyboard without clicking on the Splash window or anywhere else. You may also want to try navigating to C:\Documents and Settings\\Application Data\Sony\PROGRAM NAME\Version Number, and either delete the file ExplorerFavorites.txt, or open it in notepad and delete any lines which refer to folders which are missing from your system.

2. Try lowering your hardware acceleration. To do so, go to your control panel, select “Appearance and Themes” (or Display) and then “Display”. Click on the “Settings” tab, then the “Advanced” button at the bottom of the window and the “Troubleshoot” tab. Try dropping the acceleration down half way to see if that helps (If not, also try setting it to “None”). Your monitor will go black for a couple seconds and come back. Try opening the program again to see if it hangs and set this setting back if it did not help.

3. Go into the Start menu and select Run. Then type MSCONFIG in the field provided and press OK. Click on the Startup tab and click on the Disable All button. Then Apply and OK. Then restart the computer and try loading the program again. If this step did not help, follow the same steps except pressing the Enable All button to set the system back. Then reboot one last time to allow the system to reset back to the way it was before.

4. If you have a Windows XP system, try enabling Terminal Services.
a. Go to Start > Control Panel > Administrative Tools icon.
b. Double-click the Services icon. The Services window appears.
c. Scroll down until you see Terminal Services.
d. If the Startup type value is “Disabled,” double-click the value to display the Properties window.
e. If the Startup type value is “Manual,” skip to step g.
f. In the Properties window, choose Manual from the Startup type drop-down list.
g. Click OK to close the Properties window.
h. In the Services window, right-click Terminal Services and choose Start from the shortcut menu.

5. Update the program, if an update is available. Here is a link to the updates page:
http://mediasoftware.sonypictures.com/download/step1.asp?CatID=2

6. Verify that the latest version of DirectX is installed on your system. To do so, go into the Start menu, select Run and type DXDIAG in the field provided. Then press OK and the version should be listed towards the bottom of the System tab. You can find the most up to date version of DirectX to download at www.microsoft.com.

7. Please follow this path and rename the extmondrv.dll file to extmondrv.old or the AVCDevices.dll to AVCDevices.old and the extviddev.dll to extviddev.old.

C:\Program Files\Sonic Foundry folder or Sony folder\Folder labeled with the program name\Video
Hardware drivers\extmondrv.dll

If that doesn’t help, rename the file back to it’s original name.

8. Try a clean uninstall and reinstall of the software. To do so, uninstall the program, using the Add/Remove Programs utility in the control panel. Then go into the Program Files folder in the C drive and into the Sony/Sonic Foundry/Screenblast and Sony/Sonic Foundry/Screenblast Set-up folders there and delete the folders labeled with that program’s name within. After doing so, re-install the application.

9. When was the last time you had updated your Computer’s Drivers and firmware from the manufacturer’s web site? You would be able search for any newer, updated Motherboard, Sound Card, and Video Card drivers as well as the latest firmware for your CD and DVD drives from your computer’s manufacturer’s web site or the hardware’s manufacturer’s web site. Also check for any Peripherals that would be installed (i.e. Printers, Scanners, Card Readers). If you have an outdated or improper driver loaded, that device could potentially be causing problems.

10. Try disconnecting all USB and firewire devices from the system, along with all dongles.

11. Try setting the Compatibility Mode for the application. To do so, right click on the icon that you launch the program with and select properties. Then click on the Compatibility tab, check the box next to “Run this program in compatibility mode for” and select an option in the drop down below. You may want to try a couple of these settings to see if they help. Also, if Compatibility mode was on before you went into this window, you may want to try disabling it by unchecking the box next to “Run this program in compatibility mode for”. After making changes in this window, be sure to press Apply and OK to save the settings that were adjusted.