Thanks for your support in our software and sorry for the inconvenience.
Please tell us what kind of format do you want to convert to? Or you could send us a screenshot of your profile setting. And could you please kindly take the following steps to send us the bug report and your original video file for us to check?
1. Right-click the added video file on our program to send us bug report, please choose “Copy Info” and email those texts to email@example.com
2. Please send us your original video file via"Yousendit" (www. yousendit.com).
Hope with your coperation we could get a solution to your problem ASAP.
Thanks and best regards,