Please be sure to read through my updates to the post below, made after being contacted by an Elgato representative. Scroll to the end to see them all.

The latest version of the Turbo.264 software from Elgato (version 1.3 build 294), issued a few days ago, is buggy, and will mess up your converted movies. Not only does it now change the extension of the files from .mp4 to .m4v when you convert DVDs, which is pointless and annoying, but it will also NOT mux the video and audio tracks properly, so you’ll get movies where the audio track is either a few moments after or before the video track.

I was wrong in my initial assessment. After using version 1.3 to convert several more movies, it turns out it’s mostly okay. See my updates below marked 7/3/2008 and 8/10/2008 for the details.

Updated 5/27/2008: I’ve since received an email from John A. (last name shortened for privacy reasons), QA Manager at Elgato. I’m going to quote its text below, because I think it’s helpful:

“Hello Raoul,

I’m the QA Manager here at Elgato and I read your blog post regarding the current Turbo 1.3 update. I’m sorry to hear you are having problems with the current update. I had a few comments in response to your blog however.

We did change the file extension from .mp4 to .m4v for some exports due to compatibility problems with the AppleTV. Turbo now supports AppleTV exports with AC3 audio. For AppleTV exports that do contain AC3 audio, the file extension must be .m4v or the files will not play on the AppleTV.

Since your DVD must have AC3 audio, that is the reason you will see the change in the file extension.

Regarding the A/V sync issues you describe, I would be more than happy to look into this issue more. If you could provide me with a copy of your source DVD we can do some more testing and look into fixing the issue if reproducible.

Thanks for any help you can provide.”

Judging by his prompt and courteous offer of help, one would think I was a first class heel when I wrote my post. Believe me, I’m inclined to think so too, except I know certain things you don’t. Here’s my response to him:

“Hello John,

I am very surprised to hear from you. Past inquiries via email to PR (about a review unit for the Turbo.264) and to Sales (about extending a rebate for an EyeTV upgrade) went completely unanswered. I also filed a ticket online, and got no answer (yet?). It was precisely because I thought no one at Elgato would give a damn that I phrased my post the way I did. I wanted it to sting just a little.

I’ve done a few more conversions since, and I’ve notice that the M4V extension is only added to DVDs, as you say. Since it’s a compatibility fix, I have NO quarrel with it now that I know what’s going on, and will note it in my post once I figure out exactly what’s going on with the other issues.

As for the muxing, it hasn’t occurred since (yet?). I don’t understand it. I converted three of my DVDs in a single run, and the main features on all three had muxing problems, but the smaller videos (trailers) on one of them, didn’t. I’ve done about four more encodings since, this time from MPG files, and they had the right extension (MP4), and did not have muxing problems.

I’ve also encoded one of the same DVDs once more, and it did not have muxing problems. I don’t understand it, but will continue to test things out.

If needed, I can provide you with copies of one of these DVDs (or some other DVD), should I continue to have problems after repeated conversions.”

I was able to successfully convert two of the three DVDs after repeated tries, but the converted copy of “The Education of Little Tree” still won’t mux properly. That still remains to be worked out.

I still haven’t heard from Elgato’s Tech Support regarding my ticket about this issue. And I also didn’t hear back from John A. after my reply. Not sure if he’s waiting for me to write back and report on the status of the DVDs. At any rate, the apparent lesson to draw from this (and it doesn’t reflect on John in particular, but on Elgato as a whole) is that one has to write publicly about Elgato in order to get their attention. Private communications to them don’t seem to get responses.

Furthermore, as far as the v1.3 update to the Turbo.264 software is concerned, I concede that it’s usable, since only one of the DVDs in question is still problematic. Although I should warn you to watch out for the muxing issue, just in case.

Updated 6/5/2008: The ticket that I filed with Elgato when I wrote this post was finally answered, and a tech provided me with the download link for Turbo.264 version 1.2. In case any of you are interested in downgrading as well, make sure to uninstall version 1.3 first, and only then install version 1.2.

Updated 7/3/2008: After downgrading to version 1.2, I experienced the same muxing issue on “The Education of Little Tree”, so I can rule out version 1.3 as being at fault. I’ve also converted more DVDs using version 1.3, and can safely say that it’s done just fine so far. My problems must have been isolated. Unfortunate for me, fortunate for others. Sorry, Elgato!

Updated 8/10/2008: The muxing issue has occurred on a few more movies since then, so I have to raise the issue once more. Please check your converted videos carefully, every time, from start to finish, to make sure that the sound is properly matched to the video.

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