That's great, but I need the technical data in order to tell you what's wrong with it not the privacy policy of the company.
From what I know, my suggestions would include:
*Uninstall and reinstall the program
*Check for any program updates
*Download the K-lite Codec Pack or another pack of codecs that the converter may be able to use
Other than that I can't offer any more suggestions unless I have the juicy technical details.