Cutscene Plays with Sound but no Video

[KirkAHub]

Someone playing my game sent me an email with a problem. When they get to the part of the game where an AVI cutscene plays, they hear the audio but there is no video. I am using AM3.5.2.

Has this ever happened to anyone before? What should I tell the customer? I have asked for the OS, RAM, Processor speed. Any other important questions I shoudl ask?

[Candle]

You need to give them a link to the codec you use for that video.

[KirkAHub]

I used Cinepak Codec by Radius, I thought that this was standard and included on all Windows OS versions (I found out that this person is on XP Professional Version 2002 Service Pack 2)

Also Candle, on my other question to you, I found your old post re: Patchwise. I think that this will solve my other problem.

[Candle]

Ok glad to of help.

[KirkAHub]

I found out that they did not have the Cinepak Radius codec on their system (Candle - as usual spot on).

Does anyone know if the codec dll just needs to be added to the system32 folder (copy/paste) or is there a more complicated installation procedure?

[Candle]

You can get the installer here for that codec and a few others that come with it.
They would have to install it and then they can run your game.
http://www.codec-download.com/article.php?sid=361
I could maybe code something up that would install that and then run your install if you like.
Would take me a day or two to get to it. PM me if you want me to try something.

[KirkAHub]

Not to worry, the codec comes with Windows and there should not have been a problem with this customer. Turns out that somehow they (or some appliction) deleted the file.

The put the codec back on the systems folder and now it works fine.

Candle, thank you for your help.

Also, Patchwise works great for an update to the game. Again thank you.