[junie]

Here we go again. Going from 5 to 7 I had a compatability problem as 7 didn't recognize labels created in 5. Same true going from 7 to 9. It's minor compared to the fact 9 has messed up on my computer and Run time errors are a fact of the day. Went to buy a new scanner today and ask clerk about Roxio 9 and he just shook his head. Enuff said. Took my 8 pages of E mails to store I bought it at and they agreed to not only take it back, but would check home office about removing it from shelves. I'm 80 years old have had computers for over 30 years, saved my job once as we were not supposed to buy them. I had leased it from General Electric. We again have been hit with a way too early release. Really sorry about that as I did like 7.
george in Denver

[gi7omy]

Junie - if you'd come here and told us what problems you'd been having, then we could gave come up with suggestions or ways to help.

Unfortunately you told us nothing beyond the fact that v7 labels were incompatible with v5, so there's not much there to go on

Most people do not have problems with v9 - the percentage here is very small compared to the number of copies sold - we only see problems here for the simple reason that if it's working correctly (which it is in the majority of cases) people just don't come here.

All we ask normally is a short description of the problem plus your system specs (to see if your machine is capable of running it - believe it or not, some people don't meet the minimum specification and then they have a problem with it)

[cdanteek]

Where would one go, to find the facts on the statement below?

Quote

Most people do not have problems with v9 - the percentage here is very small compared to the number of copies sold -

cd

[gi7omy]

And your point is exactly?

[cdanteek]

Quote

And your point is exactly?

Point, I didn't make one, you did.

Quote

the percentage here is very small compared to the number of copies sold

I would like to read the documented facts on the percentages. Your the one that quoted them! So once again "Where would one go, to find the facts on the statement ?"

If they weren't facts and only opinions fine, just state that.


cd

[junie]

Sorry, good question. I neglected to say I first tried E mail support and waited 9 days for an answer. I supplied all the info requested and then finally called to ask for a reply. After waiting over 20 minutes I finaally got an answer and a quick "I will E mail you what you need." After following the recommendations to the letter I was in worse shape than before. I tried the telephone support again, but gave up as the wait was too long. On Friday Jan 12th I mailed 10 pages of the problems, screen shots etc to Roxio in California.If you have access to my E mail account you can better understand.

[james_hardin]

junie, on Jan 14 2007, 08:05 AM, said:

Sorry, good question. I neglected to say I first tried E mail support and waited 9 days for an answer. I supplied all the info requested and then finally called to ask for a reply. After waiting over 20 minutes I finaally got an answer and a quick "I will E mail you what you need." After following the recommendations to the letter I was in worse shape than before. I tried the telephone support again, but gave up as the wait was too long. On Friday Jan 12th I mailed 10 pages of the problems, screen shots etc to Roxio in California.If you have access to my E mail account you can better understand.

We don't work for Roxio thus we have no access to customer correspondence. You need to state your problem, concisely. (10 pages, unless the pictures were really big, is an indication of information overkill…)

[gi7omy]

cdanteek, on Jan 14 2007, 03:19 AM, said:

Point, I didn't make one, you did.
I would like to read the documented facts on the percentages. Your the one that quoted them! So once again "Where would one go, to find the facts on the statement ?"

If they weren't facts and only opinions fine, just state that.
cd

Perhaps YOU should phone Roxio Sales and ask them - comments like yours only ( a ) confuse the issue and ( b ) aren't really called for in the first place. If you can post to help, fine - if not, don't

This post has been edited by gi7omy: 14 January 2007 - 06:14 AM

[junie]

This may not be in the best order. Do appreciate yhe offer to help.
TICKET DETAILS:
Ticket #: 302780 Last Updated: 1/3/2007 1:41:42 PM

SAVE


CANCEL


Problem: Technical Support...Easy CD and DVD Burning...How to/Usability



WebTicket
01/06/07 3:52 PM I now have loaded Creator 9 as a clean load only to find both DVD drives inoperable. Search of Internet sates this happens on clean load when Creator 7 is removed. I have loaded Creator 7 on an old computer to print labels. Will keep 9 if you have a QUICK solution otherwise will return. Store agrees to accept as they have seen this lack of support and info I took off the Internet.



WebTicket
01/03/07 1:41 PM Ticket 12/25 explains original problem. I used evry support area you have to no avail. I then removed and have tried to reload the program with no success. Screens attached show messages received. My only thought is it might be a Windows Installer problem, but you best judge that. I’m 80 years old and this is the most frustration I’ve had with a program in over 32 years!! It has locked me out of labels I must print for Great Grandchildren. I hope you have an answer SOON. Thank you george
zz roxio 3.jpg




Cpunterborn
01/03/07 1:04 PM Thank you for Contacting Roxio Technical Support
For us to assist you more effectively, we will require some more information.
Could you kindly give us a more detailed description of your issue including
1. The steps you are taking
2. Any troubleshooting steps you have already tried
3. What programs you are using and the software programs within the suite you are using.
4. The type of files you are working with
5. Error message(s) you receive (if any) or any symptoms like hanging or the program shutting down.
If the information provided does not resolve your issue simply update your webticket with a detailed explanation with the steps you have tried and any error messages you receive.
Regards,
Roxio Technical Support
http://support.roxio.com
Have you tried our online self-service tools? For instant support, please try one of the tools below:
Roxanne - http://roxio.com/en/.../nh/index.jhtml
wledgebase - http://search.roxio.com/
We are always looking for ways to improve so please click on the link below to complete our online support survey.
http://www.surveymon...?u=806342804448

Thank you for your comments and we appreciate the feedback
(cpu)
...Ticket Closed


WebTicket
01/02/07 8:12 PM Screen 2



WebTicket
01/02/07 8:09 PM I have tried reinstalling and get 2 messages. Run time error and No certificate for DVD builder.Have removed program as it is not operable at all.
zz roxio.jpg




WebTicket
12/25/06 4:24 PM In DVD builder DVD I cannot drag from Media to Menu or anyplace. All I get is a small box witha n X or + in it. Worked great until now.



COMPUTER INFO

HP MEDIA CENTER
Windows XP
Pentium 4 3 GHz
Memory 512 MB
DVD RW HDL
DVD ROM Samsung
Video Card ATI Radeon X300SE

ALL OF THIS WAS TRIED
Your ticket # is :302780
Thank you for Contacting Roxio Technical Support


Note: You cannot reply to this email
If the information provided does not resolve your issue simply update your webticket with a detailed explanation with the steps you have tried and any error messages you receive.




Please download and install the PX engine as well as firmware update.



Update PX Engine:

Go to the link below:

http://images.roxio....ine3_00_58a.zip



Update the firmware for your cd/dvd burner:

http://kb.roxio.com/content/kb/General%20I...mation/000014GN

If the updates did not work please try the following

Please try disabeling your start up Items


1.) Disable your startup items

a. Click on the "Start" button and select "Run".

b. Type "msconfig" and click on the "OK" button or press the "Enter" key.

c. Select the "Startup" tab over on the right side.

d. Write down which items are checked, and then click on the "Disable All" button.

e. Click on the "Apply" button and then click on "OK".

f. Click "YES" to restart the computer.

If this solves your problem, then 1 or more of the start up items is causing a conflict with your software
to findout which one it will be a trail and error to find out which one it is.

remember to back and enable your start up items



If the information provided does not resolve your issue simply update your webticket with a detailed explanation with the steps you have tried and any error messages you receive.



Regards,

Roxio Technical Support



http://support.roxio.com


Rather than try and put in all the screen pictures I will verbally cover them. Keeping in mind this all started with a Label problem in v7.
LABEL CREATOR WAS NOT ABLE TO OPEN THE FILE
IT MAY BE CORRUPTED

Microsoft VisualC++Runtime Library
Runtime error
Program les\Roxio\Easy Media Creator

Roxio Easy Media Creator
The certificate is missing Please reinstall

This patch package could not be opened. Verify that the patch exists and you can access it. or contact the application vendor that this is a valid Windows Installer patch package

RxLABEL CREATOR9
The parameter is incorrect
[b]
Present Status:
I have removed Creator 9. DVD RW writing from all except Creator. Loaded 7 again and can at least print labels saved on computer, but not from BU CD. Writing from Creator 9 gave perfect audio but very garbled pictures. I have updated all drivers and downloaded the latest Direct X.

[gi7omy]

I can't make any comments on web tickets or any e-mails you sent - none of us here work for Roxio so we wouldn't see them in any case (we're just users like yourself).

First of all - can you let us know the system specs (especially the graphics card onesand, as this seems to be a label creator problem, printer) and a note as to what the problem is - someone here is likely to have come across it and they may take you through a few steps to try to isolate it.

One thing worth trying (seems to have worked in a few cases) is that if you installed Internet Explorer 7 and/or Media Player 11 to remove them - both those made fundamental changes to the OS and are known to cause severe hiccups (mostly killing older versions but there have been some reported cases in EMC9 where removal did cure it)

However, in regard to the C++ Runtime error - if you disable the folder watch by using msconfig, that may cure it (I never use it myself and have it permanently disabled). Missing certificates are covered somewhere on the board - check in the search box at the top

This post has been edited by gi7omy: 14 January 2007 - 07:25 AM

[ggrussell]

junie, on Jan 14 2007, 10:06 AM, said:

I now have loaded Creator 9 as a clean load only to find both DVD drives inoperable. Search of Internet sates this happens on clean load when Creator 7 is removed. I have loaded Creator 7 on an old computer to print labels. Will keep 9 if you have a QUICK solution otherwise will return. Store agrees to accept as they have seen this lack of support and info I took off the Internet.

This is a common Windows problem and could happen with ANY CD/DVD burning software. There is KB at Microsoft's support pages.

EMC 8 & 9 are much more demanding on the hardware than previous versions. What is stated as 'minimum' requirement is not for Video editing or DVD burning. Audio CD creation , Disc Copier, etc., are not as demanding. When it comes to video editing and DVD creation in EMC 9, the MOST important piece of hardware will be the video card. Integrated chipsets usually won't do.

This post has been edited by ggrussell: 14 January 2007 - 07:58 AM

[junie]

gi7omy, on Jan 14 2007, 08:21 AM, said:

I can't make any comments on web tickets or any e-mails you sent - none of us here work for Roxio so we wouldn't see them in any case (we're just users like yourself).

First of all - can you let us know the system specs (especially the graphics card onesand, as this seems to be a label creator problem, printer) and a note as to what the problem is - someone here is likely to have come across it and they may take you through a few steps to try to isolate it.

One thing worth trying (seems to have worked in a few cases) is that if you installed Internet Explorer 7 and/or Media Player 11 to remove them - both those made fundamental changes to the OS and are known to cause severe hiccups (mostly killing older versions but there have been some reported cases in EMC9 where removal did cure it)

However, in regard to the C++ Runtime error - if you disable the folder watch by using msconfig, that may cure it (I never use it myself and have it permanently disabled). Missing certificates are covered somewhere on the board - check in the search box at the top

I am running Explore 6 and Media player10. Would appreciate in msconfig where folder watch is or what it's called there. Thanks

junie, on Jan 14 2007, 01:49 PM, said:

I am running Explore 6 and Media player10. Would appreciate in msconfig where folder watch is or what it's called there. Thanks

[grandpabruce]

junie, on Jan 14 2007, 02:49 PM, said:

I am running Explore 6 and Media player10. Would appreciate in msconfig where folder watch is or what it's called there. Thanks

Click on the Start button. Then click on Run, and type msconfig in the text box, then hit OK. When the next screen comes up, click on the Startup tab. It is to the far right, I believe. Then uncheck the box to the left of RoxWatchTray9. Also uncheck the one to the left of DrgtoDsc. Click the Apply button, then the Ok button, and reboot your computer.

After the computer boots up, put a check in the box in the lower left corner of the screen that pops, and click ok or the X in the upper right corner.

[junie]

Thanks. The reason I couldn't find it I had dumped Creator 9. I have decided to wait a few days to see if I hear from Roxio. If not will either frame the CD and put on my wall with another bad decision piece or return it. I have been able to load 7 on another computer so I could print out labels of a DVD I made on the Space program for my great grandchildren as they wanted another copy and I didn't want to redo. One of the things I don't understand after having been at several sites here is the uncalled for rough and sarcastic talk.
Since you are a Grampa also and been helpful you might beinterested in the DVD. If legal on this site will send you one. Will word this way gjh77 at comcast.net Thanks again