Welcome to our ‘Frequently Asked Questions’ page.

You will find quick answers and solutions here to the questions we’re asked most about our products.

If you can’t find the answer you require, please complete and submit the enquiry form on our ‘Contact Us’ page.

Please note that a support contract may be required.

Wincaps Q4

Getting Started with Wincaps

The ‘Getting Started’ guide for Wincaps is part of the Help Topics file, under the Help menu. From within the ‘Getting Started’ section there are links to various other useful pages of the Help, you should be able to find the answers you require there.

Error 0A

This would suggest the licence file has not installed during the installation process. Your licence can be entered manually using the EActivator from the Start menu.

Please follow the instructions in the ‘Install Wincaps Licence’ document AVAILABLE HERE.

Error 1

Your licence has most likely expired, please use the EActivator in the Start menu to Activate the new licence received in your Avangate email.

Please follow the instructions in the ‘Install Wincaps Licence’ document AVAILABLE HERE.

Cancel Avangate Renewals and Trials

To cancel your subscription please follow the instructions in the email from Avangate that details how to access your account.

Once you access your account on Avangate you will need to go to the page that contains your subscription.

The instructions (and the link) for switching off automatic billing are detailed in the email, see below:

“Simply log into Avangate myAccount, going to the “My Products” area and by clicking “Stop automatic license renewal” beneath each product that has this option enabled.”

How do I access my Avangate Account?

Simply log into your Avangate account using the following link: Avangate myAccount

From here you can access all your information and maintain any subscriptions you have to our products.

How do I cancel my Wincaps subscription?

Simply log into Avangate myAccount, going to the “My Products” area and by clicking “Stop automatic license renewal” beneath each product that has this option enabled.

Can I extend my Wincaps trial?

Sadly we are unable to offer extensions to Wincaps trials.

Does Wincaps Q4 work on Mac?

No, the software will not run natively on a Mac system.

Cannot open MP4

Since 4.23.7 Wincaps Q4 offers a choice of video playback engines to increase the video support capabilities. These are Offline Media, which uses native QuickTime and Direct Show, and MediaLooks MultiFormat. If an MP4 is not working with Offline Media, make sure that QuickTime is installed.

Failed to attach media

This is usually caused by a high resolution video encoding. Wincaps is designed to work with low resolution video to ensure frame accuracy.

Wincaps Q4 has two options for video replay, Offline Media and MediaLooks. This gives the system better opportunities for handling all video types. We would suggest you try both video options and use whichever handle your video file better. See “Help Topics: Media: Open a media file” for more information.

Export options greyed out

The format you are looking to select is not supported in the Personality of your file, or the Language of your file.

Timecodes not staying in sync

The frame rate selected when you open the video and the BITC need to match, if the wrong frame rate has been selected the video and BITC will drift. If this happens delete the Helper Files from the video folder, and begin the process again using the “Wizard” option. See Help Topics: Media: Open a media file