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I have used AVS Video converter for some years. Currently on V12.4, but I'm using the paid version and I notice you are using the free version. I have found in the past that AVS support are very helpful- go to the website AVS4YOU best software for processing video, audio, image and there is a support form on there. They sorted out a couple of probs I had with Video Editor within 24 hours.
Try an alternative. Free Video Converters - SnapFiles
XMedia Recode looks promising. XMedia Recode - Video Converter