Hi,

Perhaps one of the experts or Roxio moderators has seen this problem before, but it's sure not documented anywhere in Roxio's KB (Why??).

I had Easy CD Creator 6.0 previously installed, then installed MyDVD 8 Premier, and then installed Creator 9.0 Suite. I then removed MyDVD 8 since a newer version was included with Creator. Due to problems encountered with MyDVD 9 crashing and hanging, I decided to perform some cleanup work to remove all previous versions of Roxio and Sonic software. No problem doing that either, although MyDVD 9 still crashed.

OK, let's do a "repair" thru Add/Remove Programs to fix things. Good idea, right? Wrong! Now none of the Roxio products would run due to a missing certificate. Who stole it?!?! Once again, no help found in Roxio's KB. Why doesn't that surprise me? So, let's run the Add/Remove program and blow it all away and start over. ERROR!! Can't uninstall. Wow, what great software we have! NOT! I did find some old instructions in the KB to assist in removing prior versions of Roxio by cleaning the registry and using Windows Install Clean Up. Finally, files and registry all cleaned up. As best I know, no trace of Roxio or Sonic to be found anywhere on my machine.

Time to reinstall. NOT! Now my CD Key is invalid. And before you ask... no, there are no zeros, o's, ones, i's or anything else that could confuse me. Oh, I forgot, I have Admin right, my Date/Time/TimeZone/Daylight Savings Time indicator are all correct, I already tried the key that is on Roxio's website (why doesn't that match what I originally used and registered with?), and I don't have IE7 installed. Besides, I previously used the key with the original install days earlier, and it worked fine.

So, any ideas as to what could be wrong? Any assistance that anyone could offer would be greatly appreciated.


Thanks!

You will need to contact our Customer Service team directly on this one and they will be able to help you out.

I'm having the same problem trying to activate mydvd via your servers. It says ERROR in ACTIVATION. Try again later!

I've tried and tried. My key IS correct because I've registered it with Roxio and didn't have a problem.

WHERE DO YOU CALL???? What's the NUMBER?

Thanks.

Carol

Hi,

Thanks for the response. I DID contact someone through your website over the weekend, and received a response back just a short time ago (ticket # 248208). Unfortunately, the canned response appears to have been from someone too lazy to even read the contents of the ticket. He pointed me to your KB and RoxAnn which is how I got to the Self-service website in the first place. I guess when it says "self-service" it really means "fix it yourself", because from what I've seen of this specific person, they're either extremely lazy, can't read, or don't have a clue. Maybe I'll get lucky and someone who knows something will be able to assist me. I personally support over 25,000 users (yes, twenty-five thousand), and would never even think of giving such a lame response to a customer. Worse case would be to say that you don't know, but will investigate and find the answer; even if it means calling up my tech support for the products we've purchased.

I know it's hard to believe but we do have customers experiencing trouble reinstalling the software because for some reason the date and time are changed from the computer... also, you can contact support on the phone to resolve the issue... should take less than 5 minutes if everything goes well...

Thanks for your response! My open ticket had the same answer, and was apparently from someone not quite as cocky as the first person. Go find the answer yourself...... geez, how lazy!

Yes, it's hard to believe that someone has an incorrect date/time, but even harder to believe that a software key would require it to be correct before it would allow installaion. Just what difference would the date/time make to a registration key? It sounds like something ridiculous that some software engineer thought up to make more work for Tech Support Someone should take him out back, and whip some sense into him.


Thanks again,

Thor

I had the same problem. After doing a little reading, I found the soultion. These need to be deleted from the registry, then re-start the install process.



HKEY_LOCAL_MACHINE/Software/Roxio
HKEY_LOCAL_MACHINE/Software/Sonic
HKEY_CURRENT_USER/Software/Roxio
HKEY_CURRENT_USER/Software/Sonic

There may be other minor keys but these are the ones that really matter, including things like codecs and critical software values.

I agree. I have been messing around with EMC 8 errors so I bought EMC 9. I did everything tech support told me in the Roxan IE7 etc. Now the program won't read my CD Key. I used the original CD Key and the one on my registration page to no avail. Yes, and like you, I changed the o to a zero, etc. I even copied and pasted the CD Key from the two sources in to the program. I downloaded it three times total and nothing works.

NOTE TO TECH SPT THIS IS A KNOWN ISSUE... FIX IT!!!

Hi,

Been there, done that, did it! It doesn't help in some cases. A call to Tech Support produced an EXE that supposedly cleans up some registry entries. Not for sure what it really did though, but it ran so quickly, you couldn't even catch it. And of course, there was nothing that said it did anything when it was done. Amazingly, it accepted my CD key and was able to install.

Is EMC 9.x worth the price of the upgrade? In mine and my wife's opinion, NO. Still way too many bugs and it crashes all of the time. It also appears to be made for the AOL users of the world.... those who just want to push a button and have something work with little or no creativity freedom. At least not as much as my wife would like. Personally, v.6.x was MUCH faster, and NEVER crashed on us. These guys can't even get the "safe" viewing area correct, and then when you turn it on, their backgrounds don't fit. Whoever the hell tested this product before it was released should be fired for stupidity!!

OK..... stepping down from my high horse now.....

Sorry, I'm not taking anything out on you, it's just that the whole process with the installation, crashes, tech support, etc., etc. is really starting to get to me, and I thought I'd express my dissatisfaction with this product. This will probably be the last time that we invest in a Roxio or Sonic (or whatever they're called now) product. The value just isn't there for the money spent.



Thor





Hi,

Give Tech Support a call at 1-888-619-2958. I did, they sent me an EXE, and the problem went away.

And you're right, this is a known problem. Of course, if the Roxio and Sonic products would all do a better job of uninstalling themselves, it probably wouldn't even be an issue. Even if the install program was a bit smarter, would recognize that there's a problem in the registry somewhere, fix it, and then continue, it wouldn't be such a big deal. If for some reason you can't get the fix from Roxio, I can send it to you, but as expected, I won't guarantee anything since it's not my file.


Thor

Thor,

I tried to call the office and they are closed during the weekend and I am trying to finish a project. Can you send me the .exe file at fzab@netzero.net? If you get this after 8 AM on Monday, don't worry about it. I appreciate your posting.

Thanks!

FZAB