6 replies to this topic

[disgruntled]

I bought Easy Media Creator 9 on Friday.  I tried to make it work all day Saturday and was told it can't have anything running in the background; stop all other processes.  So I finally get it to write a DVD-R (it couldn't handle a DVD-RW.)  It is very pixilated and there is a static buzz every 63 seconds.  I asked for some help on the 11th and it is now the 13th and there is no way to get help.  They are ignoring the problem.  I can't even talk to people in sales.  I copied the video file I "captured" to my laptop which came with WinDVD and it made a great video; no pixilation, no static.

[grandpabruce]

I bought Easy Media Creator 9 on Friday.  I tried to make it work all day Saturday and was told it can't have anything running in the background; stop all other processes.  So I finally get it to write a DVD-R (it couldn't handle a DVD-RW.)  It is very pixilated and there is a static buzz every 63 seconds.  I asked for some help on the 11th and it is now the 13th and there is no way to get help.  They are ignoring the problem.  I can't even talk to people in sales.  I copied the video file I "captured" to my laptop which came with WinDVD and it made a great video; no pixilation, no static.

Well, instead of just posting your rant, which is fine, you may want to post your problem.  Post what programs you used, and most important of all, post your system specs, similar to the way I have them listed in my signature.

[Larry]

There's plenty of technical support for v 9 available or contact info in general. The software should run and work fine on a system that meets the requirements. Sounds like you need to update drivers for you video adapter (or get an adequate video card that meets the req's), Directx9, and firmware for your burner.

[advice]

I bought Easy Media Creator 9 on Friday.  I tried to make it work all day Saturday and was told it can't have anything running in the background; stop all other processes.  So I finally get it to write a DVD-R (it couldn't handle a DVD-RW.)  It is very pixilated and there is a static buzz every 63 seconds.  I asked for some help on the 11th and it is now the 13th and there is no way to get help.  They are ignoring the problem.  I can't even talk to people in sales.  I copied the video file I "captured" to my laptop which came with WinDVD and it made a great video; no pixilation, no static.

Here is what I got from Roxio (the same message each time I re-opened the web ticket) -- I thought it was a reply by a robot, but it turned out to be a real support person (I couldn't tell the difference anyway):

Thank you for contacting Roxio Technical Support



Sonic Record Engine Update
Use the following link to update px engine
http://support.sonic.com/dwnld/engine_down...l=none@none.com
Download code: 441888




If this doesnt allow the program to see your drive or device then procede to do a firmware update.



Update the firmware for your cd/dvd burner:



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



1.) Update to the latest version of Direct X from the Microsoft website below.







http://www.microsoft.com/downloads/details...;DisplayLang=en







2.) Update your video drivers.
Please go to Start, Run and type in dxdiag, when DirectX Diagnostic Tool opens,click the Display tab, under Device, Name you will find the name of your video card, under Drivers, look at date, go to the website of your video card and check to make sure you have the lastest driver download.



3.) Please go to Start, Run and type in dxdiag, when DirectX Diagnostic Tool opens, click the Sound tab, under Device, Name you will find the name of your sound card, under Drivers, look at date, go to the website of your sound card and check to make sure you have the lastest driver download.

4) Try using the process below for your first burn, if it gives you the desired results, then try with everything re-enabled.



This may be due to programs that are running in the back ground each time you computer is started.
Disable 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 in the lower right corner of the screen.
e. Click on the Apply button and then click on OK.
f. Click YES to restart the computer.
g. When you reach the Desktop, you may receive a message saying you have used the System Configuration Utility to make changes to your system...., you get this message, simply place a checkmark in a box on the lower left side titled, Do not show me this message again and click on the OK button.



NOTE: To reverse these changes, follow steps a to c, and then place the checkmarks back in the boxes based on the notes you made. For optimal performance, only Anti-Virus or Firewall software should be enabled.




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



You may find help for your issue at the links below:



http://www.roxio.com/en/support/index.jhtml



Ask Roxanne: http://www.roxio.com/en/support/nh/index.jhtml




We are always looking for ways to improve so please click on the link below to complete our online support survey.







http://www.roxio.com/en/support/survey/gen_cust_sat_2.jhtml







Thank you for your comments and we appreciate the feedback



ks

...Ticket Closed

[grandpabruce]

Here is what I got from Roxio (the same message each time I re-opened the web ticket) -- I thought it was a reply by a robot, but it turned out to be a real support person (I couldn't tell the difference anyway):

And your problem with the advice is?

[ggrussell]

Have you followed each step as outlined in that message?

[Larry]

Those are all good steps to take and is the same advice users post. If the OP actually tried them, and is still having a problem, they need to post their system specs so someone may be able to offer some other advice. From the original post, I still think the problem is their system isn't good enough to handle the program.