Make sure that the original video doesn’t have any issues. Watch it in a media player.
Please follow these steps:
1. Please download and install the updated Freemake software http://freemake.com/downloads/. Try to start the software again and see if the problem proceeds.
2. If you updated Freemake software and it doesn’t help, please contact our support team (create a ticket) and be ready to provide all necessary information:
What program version is installed on your computer? Open the Freemake program and click on Help-> About. Tell us please what number you see.
What Windows OS version do you have?
Could you please repeat the process and send us all the following files: the log files, the files with the numbers and 'CallStack' in name?
You can find them in:
Windows Vista, 7, 8: C:\ProgramData\Freemake\FreemakeVideoConverter\
The files are hidden, so please let them be shown.
In your Windows Explorer go to Tools->Folder Options->View (tab)->Hidden files and folders->show hidden files and folders. Press the Apply and then OK button.
Make please screenshots of Windows Explorer, when the following folders are open.
C:\Program Files (x86)\Freemake\COM\1.1
C:\Program Files (x86)\Freemake\COM
Please choose in Explorer the view of the files 'Details' and add the field 'Product version'.
If you don’t know to make screenshots, please follow the instructions here http://www.freemake.com/blog/how-to-take-screenshot-on-mac-windows-iphone-android/ and learn how to make a screenshot.