What to do when you get error messages with DivX Converter

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A few of the most common errors from DivX Converter are listed below. Use the links above to jump to the error you are receiving.

In some cases, DivX Converter's errors are generic and dependant upon several different variables, such as file input, system configuration, and hardware. In this case, further investigation is needed to find a solution and we will need a few things from you before you contact us using the "Ask Customer Support a Question" option. Follow the steps below to learn what to do if you need to contact DivX Support about one of the errors.

• DXDiag: Click on the Start menu and select Run. Type: dxdiag. Click "Save All Information" and add your name or case number to the file. Upload the .txt file that's created to your Support case.
• Screenshots: you can take a screenshot of the error message window by clicking the “Print Screen” button key on your keyboard. Paste it in the Paint application and save as a jpg. Upload this to your Support case as well.
• File Diagnostics:
  • For .AVI, .WMV, .DivX, .MPG, .VOB, and .MPEG video files, please send us a screenshot of the video file rendered in the application GSpot. Please refer to the FAQ on how to use GSpot: Genuine DivX and Diagnosing Playback Problems.
  • For .MKV, .MP4, .DivX, .MOV, .TS, and .VOB video files, please send us an analysis of the file from MediaInfo. Please refer to the FAQ on How to get info about your MKVs and other Media Files.
  • For any video files, you can send us the full file to our FTP server. Use the following details to do this, then include the name of the file in your Support case:
    • server: http://ftp.divx.com:8080/WebInterface/
    • username: divxsupport
    • password: h!21xM&B1zL2P3d&

Error 2: An unexpected error. This could be caused for a variety of different reasons and should be diagnosed by the DivX Support team. Please contact them using our online Support request form so that they can work with you to determine the cause of the issue.

Error 5: DivX Converter cannot initialize Transcode Engine. Please reinstall DivX Converter.

Error 7: DivX Converter cannot use selected Custom preset because preset's file is blocked.

Error 8: DivX Converter cannot use selected Custom preset because new features were added in since the preset was created. Please create Custom preset again.

Error 11: MPEG-2 decoder is missing or MPEG-2 Plug-in trial is expired.

Error 12: A required codec (MPEG-4 decoder) is missing. Make sure to allow the DivX Converter to dynamically download the required codec when adding your file, canceling the download will throw the error.

Error 13: A required codec (MPEG-4 encoder) is missing. Make sure to allow the DivX Converter to dynamically download the required codec when converting your file, canceling the download will throw the error.

Error 14: A required codec (AVCCodec decoder) is missing. Make sure to allow the DivX Converter to dynamically download the required codec when adding your file, canceling the download will throw the error.

Error 15: A required codec (AVCCodec encoder) is missing. Make sure to allow the DivX Converter to dynamically download the required codec when converting your file, canceling the download will throw the error.

Error 16: A required codec (HEVCCodec decoder) is missing. Make sure to allow the DivX Converter to dynamically download the required codec when adding your file, canceling the download will throw the error.

Error 17: A required codec (HEVCCodec encoder) is missing. Make sure to allow the DivX Converter to dynamically download the required codec when converting your file, canceling the download will throw the error.

Error 18: No DirectShow filter for decoding AC3 audio tracks found on PC. You can purchase the DivX AC3 Audio Edition to solve this.

Error 19: DTS encoder is missing or DTS Plug-in trial is expired.

Error 20: No DirectShow filter for decoding RMVB audio tracks found on PC.

Error 21: The format of the file is not accepted by the DivX Converter. Unfortunately, the software will not be able to convert files of this type. If you do not know what the format of your file is, you can use MediaInfo or GSpot as explained above to get the details of your file.

Error 26: The file you are trying to convert contains a DRM encryption for copyright protection. DivX Converter cannot convert any files containing DRM encryption.

Error 155: The user does not have the permissions required to open the file. Go to the location of the file on your computer and make sure you have permissions to read and write to this directory.

Error 156: The source file was deleted or moved after DivX Converter finished analyzing it and converting is not possible. Using CLI to convert a file that does not exist.