General Information
Is there any difference between the App Store and Shedworx versions?
What level of support is offered?
Where is the Smart Converter Pro log file?
What about subtitle support?
What about multiple audio tracks on movies?
Why does Smart Converter and Smart Converter Pro ask to access my Address Book?
Why doesn't the Subtitle Search find subtitles for my video?

Video Conversions
My conversion failed, what can I do?
What happened to VOB support?
My video converted fine but it won't play in iTunes
I'm having trouble with AVCHD conversions

Is there any difference between the App Store and Shedworx versions?

The App Store version of Smart Converter has to fit in with Apple's rules for App Store apps. This means that things like converting copy-protected files are not allowed.

So far, the two versions are identical except for VOB file support. The Shedworx version will convert non copy-protected VOB files, while the App Store version will not.

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What level of support is offered?

Shedworx offers email support 9am to 5pm weekdays (Perth, Australia timezone, which is GMT+8). We are a regular business and work 9-5, like most people. We respond to almost all support requests within 24hrs on weekdays.

Our systems all run 24x7, but we only provide support while we are at work.

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Where is the Smart Converter Pro log file?

The Smart Converter Pro log file is kept at /Library/Application Support/Smart Converter Pro/Smart Converter Pro.log

On OSX Lion, the Library folder is hidden by default. To display the Library folder, open a Terminal session and paste in the following text:
chflags nohidden ~/Library

You can easily find the log file by choosing File->Reveal Log File from the application menu.

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What about subtitle support?

Smart Converter Pro 2 has support for subtitles. You can add your own .srt file to your conversions. It will preserve any embedded subtitles as well. You can also use the search function to find subtitles.

The subtitles that go into the converted files are 'soft' or embedded subtitles. Burned in subtitles may become a feature in the future.

This is only a feature in Smart Converter Pro 2.

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What about multiple audio tracks on movies?

Smart Converter Pro 2 has multiple audio track support. It will automatically include all tracks in the converted file. You can also select which tracks you'd like to be in the converted file.

This is only a feature in Smart Converter Pro 2.

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Why does Smart Converter and Smart Converter Pro ask to access my Address Book?

We have added a signup screen to all of our apps to ask you if you want to sign up to the Shedworx newsletter.

The Shedworx newsletter will tell you about specials that we will be running with big discounts to the prices of our apps through the year.

To make it easier for customers to sign up to the newsletter we ask for access to your Address Book to pull in your email address. That's all we use the Address Book access for. We don't look at any of your other contacts or modify your Address Book in any way.

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Why doesn't the Subtitle Search find subtitles for my video?

Smart Converter Pro 2 uses two online subtitle services: thesubdb and opensubtitles. They collect subtitle files for a large selection of videos in many languages. Subtitle files are created and submitted by the users of those sites. While they have a large selection, not all videos will be in their database and not all videos have subtitles in multiple languages.

To make sure you get the right subtitle file for your video, Smart Converter Pro 2 uses a digital fingerprint (called a hash) of your video file to search for subtitles. This ensures the subtitle file you get will be in sync with your video.

If you have an uncommon video your chances of getting a subtitle match are reduced. If you have created the file yourself you're almost certainly not going to get a match either.

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My conversion failed, what can I do?

Conversions failures are generally caused by the same thing - corrupt files. Downloads from torrents and the like contain corruptions now and then, so your best bet is to try another download source.

It is also common for a corrupt file to actually still be playable, since a video player is more forgiving than a converter. Just because a video will play does not mean it will convert.

If you do want us to take a look at a failed conversion, we need the file. Most times we will just tell you that the file is corrupt. In this case it is also very unlikely that any converter will be able to handle the file.

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What happened to VOB support?

The initial version of Smart Converter Free included VOB support. We thought that this was OK as we were not allowing the conversion of copy-protected VOB files.

When we submitted version 1.1 of Smart Converter to the App Store it got rejected because it allowed VOB file conversion.

We had to remove VOB conversion support from Smart Converter and Smart Converter Pro in order to get them listed on the App Store. We have retained VOB support in the Shedworx versions of Smart Converter and Smart Converter Pro.

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My video converted fine but it won't play in iTunes

This problem is caused by iTunes not being able to play the audio in a movie. You will see the first frame of the movie in iTunes, but it won't play.

iTunes won't be able to play a video containing an unsupported audio type. The most common cause of this is AC3 (Dolby Digital audio) in a QuickTime movie. AC3 will playback on an AppleTV, but not on a Mac running iTunes.

To fix this, make sure you don't have the 'AC3 Passthrough' option set in Advanced Preferences.

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I'm having trouble with AVCHD conversions

The default conversion method for AVCHD video is 'Fast' which means that the video is rewrapped from AVCHD to QuickTime without conversion.

Sometimes this doesn't work correctly for a number of reasons, so there is an option under Advanced Preferences to force conversion of AVCHD video. This will ensure that a full conversion happens, which is a much more reliable approach than rewrapping.

Note that the AVCHD conversions carried out by Smart Converter are not suitable for editing.

If all else fails, there is always VoltaicHD, our professional grade AVCHD converter, aimed at video editing requirements.

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