Frequently asked questions

Activation fails - Our servers cannot be contacted. Please try again later.

License activation fails and you receive the following message.

Our servers cannot be contacted. Please try again later.

An existing connection was forcibly closed by the remote host.

TLS 1.1 has been disabled for security on the servers hosting our activation API. You’ll need to install the latest version of either TandemVids or RunRunVids with TLS 1.2 to activate your license.

Transport Layer Security is a cryptographic protocol designed to provide communications security. There is a security concern with the original versions, TLS 1.0 and TLS 1.1. Older versions of TandemVids and RunRunVids used TLS 1.1 but this has now been disabled on the servers hosting our activation API (Application Programming Interface). It basically means older versions of TandemVids and RunRunVids can no longer communicate with our servers as they now require TLS 1.2.

Although TandemVids and RunRunVids were updated a while back, TLS 1.1 was only disabled on the server recently so older versions were humming along fine. Installing the latest version will fix it.

Our operation is closing due to the Coronavirus situation. How do we cancel our subscription?

Recurring payments and automated renewals can be cancelled from our online store.

My account | Orders | Recurring payments | Scroll right | Cancel

Please see this forum post for detailed instructions with screenshots.

Invalid license key - Fixed 2021.0.0.0

I've just received my new license key but when I copy and paste it into RunRunVids, I receive an invalid license key message.

The new license email has an empty character at the end of the key. This formatting symbol is used to align the key with the license details. If you select the key using an email client such as Outlook, it also selects this empty character. When you paste it into RunRunVids, the empty character is not recognised and causes the error.

Deselect the final empty character before you copy the key or delete the empty character from the end of the license after you paste it. You should only select the letters and numbers of the key.

The next version already addresses this issue by ignoring invalid characters but we can't release this version until Magix fix the bugs in Vegas 18.

When will you support Vegas 18?

Vegas 18 (Build 527) is not officially supported but may be used without support. Magix have a few bugs they need to resolve before we can fully support Vegas 18. Unfortunately no further Magix updates are scheduled for Vegas 18 so it's unlikely the bugs will be addressed.

The bugs do not affect RunRunVids during normal operations but do cause problems when testing templates or deleting existing customers. Projects cannot be deleted until Vegas is closed because it holds an invalid unreleased lock on certain types of media files in the templates it interacts with.

The bugs have been resolved in Vegas 19, which is fully supported.

When will you support Vegas 19?

Vegas 19 has been tested and will be fully supported on the day of release.

There is an awesome deal for upgrades valid until August 17th 2021 where you receive both Vegas 18 and 19 for the same discounted price.

Vegas 18 + 19 Upgrade Deal

When will you support Vegas 20?

RunRunvids 2023.0.0.0 supports Vegas 20.

Are GoPro 11 cameras supported?


The GoPro 11 uses the HEVC (H.265) codec and this cannot be changed as it could for previous models.

H.265 is a newer codec and isn't well suited for video editing programs but it works fine with RunRunVids and newer versions of Vegas.

Vegas 15 is the first version to support the H.265 codec but it was released a long time before the GoPro 11. If you plan on using the latest generation cameras, we suggest using the latest version of Vegas.

We've done significant testing using Vegas 20 and the GoPro 11 and everything works fine.

A six minute tandem video with 300 photos captured using the GoPro 7 and 1080 H.264 footage is processed and rendered in one minute.

A six minute tandem video with 300 photos captured using the GoPro 11 and 1080 H.265 footage is processed and rendered in two minutes.

A six minute tandem video with 300 photos captured using the GoPro 11 and 5K H.265 footage is processed and rendered in eight minutes.

This all makes perfect sense. H.265 takes twice as long to render and 5K is four times the size taking four times as long to process.

H.265 also uses twice the available RAM. If you're struggling with GoPro 11, it means your computer specifications are too low.

Testing was performed on an Intel 12900K CPU with a 4070TI GPU and 64 GB of RAM. This is overkill, but 32 GB of RAM is suggested for multiple instances using the GoPro 11. If there is stuttering or lag while trimming the source media, your CPU is underpowered.

Expect about half the speeds mentioned here with a CPU and GPU achieving half the benchmarks at CPU Benchmark. If your specifications are less than half, avoid the GoPro 11.

Why are there audio glitches during video transitions?

There was a bug introduced in Vegas 19 build 636, which causes intermittent digital audio glitches to be added to the last few frames of inserted videos.

This is heard at the transitions between events.

The only current solution is to right trim all your source media or install Vegas 19 build 550 from the link below.

Vegas 19 build 550 and all previous versions are not affected by this issue.

All version of Vegas 20 are affected by this issue. The developers are aware of the problem and it should be fixed in the next release of Vegas 20. I doubt Vegas 19 will be given any love.

We're looking at a possible solution of automatically right trimming a few frames when an affected version of Vegas is being used.

I receive an invalid media message when capturing photos or populating empty media

This is usually a Vegas issue caused by new media formats, which didn't exist when older versions of Vegas were released.

It can also be caused by corrupt media files or media reporting zero length durations.

As always, our recommendation is to remove RunRunVids from the equation. Open Vegas on it's own and drag the problem media file into the timeline. Vegas should give a little more detail on the problem.

Versions of Vegas prior to 15, do not support HEVC (H.265), which is the default format for GoPro 7, 8 and 9. You can try setting the cameras to use H.264 instead.

To configure the GoPro, swipe down on the rear screen to access the Dashboard, and then swipe left. Tap Preferences to set up your GoPro. Under Video Compression, select H.264 + HEVC instead of HEVC. It will still use HEVC for 4K but not for 1080.

The latest version of Vegas also rectifies this issue.

Which version of Vegas should I buy?
  • Vegas Studio does not work with RunRunVids as it has no scripting capability. You need Vegas professional.

  • Vegas Pro Edit is fine if you only deliver online or USB and never plan to deliver DVD or Blu-ray.
  • Vegas Pro includes DVD Architect and is required if you ever plan to deliver DVD or Blu-ray.
  • Vegas Pro 18 no longer includes DVD Architect and it can't be purchased separately.
  • Vegas Pro 365 hasn’t been tested. Theoretically it should work as it’s just Vegas Pro but on a subscription based license but it may have subtle changes that break RunRunVids. Several customers are using Vegas Pro 365 with RunRunVids and it's working fine.
  • Vegas Pro Suite has some additional third party software that is not required by RunRunVids but may be useful.
What computer should I buy?

This is not an easy question to answer as every operation and budget is different.

TandemVids is a plugin for Vegas so start with the system requirements under the Vegas specifications.

We have released some benchmarks with explanations about the computers used and related forum posts linked at the end.

Where do I start?
There is a quick getting started guide available here.
Can you activate my license?

Your license will activate automatically provided TandemVids has access to the Internet.

If you're using a firewall to block Vegas from the internet, you're also blocking TandemVids.

To double check TandemVids has Internet access, go to Help | Check for updates and ensure the website version is displayed. You need to refresh manually on older versions of TandemVids.

Everything locks up when exporting photos and I have to kill it using Ctrl + Alt + Delete. Is there a fix to this?

This is a Vegas bug. It's caused by saving a snapshot or photo while the video preview window is closed. To fix the issue, close TandemVids, open an instance of Vegas, open the Video Preview Window (Alt + 4) or reset Vegas window layouts to defaults, then close Vegas and restart TandemVids.

It was documented and added to the list of bugs for Vegas 9. I added some detail to the bug report and showed how to reproduce it with a new project and a single line of code. The bug still exists in Vegas 15.

A workaround is to use the new FFmpeg utility to capture photos in TandemVids 2018. Tools | Options | Processing | Use the faster FFmpeg utility to export photos.

When I process a video it tells me I have so many source media to fill zero empty events.

You need to insert empty video and audio events into your Vegas template. Right click a track in Vegas and select Insert empty event. Each empty event in Vegas is populated by the selected source media. The order from left to right along the Vegas timeline, regardless of the track directly relates to the listed order of the source media. There is a short Vegas video tutorial on the website. I'll update it when I get a chance.

Why is the end of my DVD missing?

DVD Architect will automatically shrink the timeline to accommodate shorter videos but will not expand the timeline to allow for longer videos. When you create your DVD template, you need to use the black video created from the test tab. This video needs to be longer than any video you'll ever create. You must set the DVD Architect template to read-only to ensure any shorter DVDs are not accidentally saved with a truncated timeline. The little yellow triangle in DVD Architect marks the end of the timeline. Ensure this is dragged all the way to the end of your black video.

Why are my source media files out of order?

The source media files are sorted alphabetically, not chronologically. If the filenames on the card are not sequentially numbered, they will be out of order. We experienced this issue on the weekend. The first two files on each jump were reversed. Formatting the flash card rectified the issue.

Andrew identified another cause of this issue. On the CX100, if you split a file, it deletes the old file and creates two new files. A new file after this will then be named the same as the deleted file. In other words, files 1,2,3 are on the camera, if you split 2, you end up with 1,3,4,5 and then record a new file, the newest file will assume the name of the missing file, 1,2,3,4,5. The correct chronological order would actually be 1,4,5,3,2

The same situation will occur if you delete a file. If you have 1,2,3,4,5 and delete 2 then the next file recorded will be named 2.

Avoid editing files in the camera. Use TandemVids if you need to delete or split any videos.

Why are my Blu-ray discs all black?

This is because I've messed up the help documentation. When you create the DVD Architect template do NOT prepare or burn it. That way, when TandemVids starts the burn process, the "Use current project" option will be selected and the disc will be created with the customer's video. The next version will have an additional key stroke to force this selection.

I've released a version with this fix but it's mid life-cycle so only install it if you have this specific problem. Treat it as you would a beta release.

I receive a Cypres Fire message. Can you fix it?

You need to provide me with more information. Open the Windows Event Log and find the Swoopware error under Windows Logs, Application. Copy and paste the details when emailing me so I know where to begin.

Further instructions can be found in the following forum post

What's the best rendering engine to use for USB and YouTube?

I tend to use MP4, which should play on most TV's, Macs and PCs without any special software.

The default Sony Vegas templates require customisation detailed in this forum post.

Is the software compatible with Apple Mac?

No, TandemVids is not supported on Apple Macs.

TandemVids uses Sony Vegas Professional, which has not been released for the Mac. Vegas was recently purchased by Magix. I haven't heard any rumours about a Mac version but if Vegas is ever released for Mac, TandemVids could potentially support the Mac.

RunRunVids - what's with the name change?

RunRunVids is the latest version of TandemVids. It has been renamed to better represent all kinds of adventure tours. It is no longer specific to skydiving.

If TandemVids is present on the computer, RunRunVids will be installed alongside TandemVids. It doesn't replace TandemVids. Both applications may be used independently from one another. The initial installation will inherit settings, templates and customers from TandemVids, but they do not interact or share customers during normal use.

A current subscription-based license is required for RunRunVids. Older licenses will continue to work with TandemVids 2018+ but not with RunRunVids.


Why is the YouTube application displaying a 'quota exceeded' error?

TandemVids no longer supports uploading to YouTube.

You need to use RunRunVids® to continue uploading to YouTube.

This is a Google limitation. They've moved our daily upload quota to RunRunVids. Even this limited resolution involved over six months of negotiations, required code changes and associated documentation compliancy.

There is a discussion on the forum, which has some further details.