19 replies to this topic

[surfwerth]

I have a new Compaq Presario with Vista Home Premium.  I created by 1st DVD with EMC 9. When I try to burn the Disc I get a window that says" Video Wave 9 has stopped working" A Close Program tab is the only option available. I have tried many times with no success. What up??? Thank You!!

[silver]

I have a new Compaq Presario with Vista Home Premium.  I created by 1st DVD with EMC 9. When I try to burn the Disc I get a window that says" Video Wave 9 has stopped working" A Close Program tab is the only option available. I have tried many times with no success. What up??? Thank You!!

A resolution is in the works. See "Which will come first - 9.1 patch or Version 10".

[surfwerth]

A resolution is in the works. See "Which will come first - 9.1 patch or Version 10".

   This is on my new computer and EMC 9 was bundled with Vista. I don't understand why it will not work if it  is pre-intalled with Vista.?? Thanks

[gi7omy]

If it's a basic (OEM) version supplied by Compaq, then you will have to contact Compaq regarding problems.

OEM versions are modified by the suppliers and they are also responsible for tech support

[silver]

If it's a basic (OEM) version supplied by Compaq, then you will have to contact Compaq regarding problems.

Unfortunately too true. Of course I think Roxio will talk to you for a fee if you can contact someone.

OEM versions are modified by the suppliers and they are also responsible for tech support

And the extent of their support is to install and uninstall any applications that are installed on their systems. Just try getting help from an OEM on ANYTHING other than the OS and they're going to tell you that Roxio customizes the software for them and that they don't have any documentation for application troubleshooting.

[surfwerth]

Unfortunately too true. Of course I think Roxio will talk to you for a fee if you can contact someone.
And the extent of their support is to install and uninstall any applications that are installed on their systems. Just try getting help from an OEM on ANYTHING other than the OS and they're going to tell you that Roxio customizes the software for them and that they don't have any documentation for application troubleshooting.

I feel like I am in a Catch-22 situation here. Roxio wants $35 for a tech support call. How can I get free support?

[gi7omy]

If that was supplied by Compaq, then you go to Compaq for tech support

[silver]

If that was supplied by Compaq, then you go to Compaq for tech support

And they're going to tell you exactly what I just stated. They will help you install, uninstall and reinstall an application but they aren't going to take the time to troubleshoot something that they :

1) Aren't capable of doing in the first place.
2) Have no documentation on.
3) Have no obligation to troubleshoot.

Not being a smarty at all but do you have EULA's in Scotland ?

Edited by silver, 19 May 2007 - 02:00 PM.

[gi7omy]

Silver - will you try to understand one simple thing

OEMs who are licensed to issue a 'free' version of a program also have the responsibility of providing tech support for that.

That is a basic fact and no matter what smokescreen you are trying to throw up to cover your own grouch is totally irrelevant and unhelpful

[silver]

Silver - will you try to understand one simple thing

OEMs who are licensed to issue a 'free' version of a program also have the responsibility of providing tech support for that.

That is a basic fact and no matter what smokescreen you are trying to throw up to cover your own grouch is totally irrelevant and unhelpful

Go ahead and call them. Ask them what they support. I'm telling you, they won't go any further than install, uninstall, reinstall and mayby cleaning up MSCONFIG and checking for conflicting applications. That is the limit of their support. Like it or not. You would be lucky to get a tech that even knows how to burn a disk using Roxio. Heck, if you want I'll put a call into HP support next week and record the conversation ! I know what they're going to say as I've already called them on several occasions. As I stated earlier maybe it's different in your part of the world but here in the states, that's tech support rules. Hardware replacement, OS and application in/un/re-installation. That's it.

[surfwerth]

Go ahead and call them. Ask them what they support. I'm telling you, they won't go any further than install, uninstall, reinstall and mayby cleaning up MSCONFIG and checking for conflicting applications. That is the limit of their support. Like it or not. You would be lucky to get a tech that even knows how to burn a disk using Roxio. Heck, if you want I'll put a call into HP support next week and record the conversation ! I know what they're going to say as I've already called them on several occasions. As I stated earlier maybe it's different in your part of the world but here in the states, that's tech support rules. Hardware replacement, OS and application in/un/re-installation. That's it.

Boys! Boys! I'm just trying to find a solution to my problem. I am afraid I will be caught in the middle with Roxio saying contact Compaq and Compaq saying contact Roxio(after minimal attempts by both parties). That is why I came to this forum because I am sure my problem is not unique and hoping some has developed a solution. I really don't know what else to do. Should I just dump this program buy another? Thanks for any guidance  or tips you may  be able to provide. I am not really computer savy so please keep it simple

[silver]

Boys! Boys! I'm just trying to find a solution to my problem. I am afraid I will be caught in the middle with Roxio saying contact Compaq and Compaq saying contact Roxio(after minimal attempts by both parties). That is why I came to this forum because I am sure my problem is not unique and hoping some has developed a solution. I really don't know what else to do. Should I just dump this program buy another? Thanks for any guidance  or tips you may  be able to provide. I am not really computer savy so please keep it simple

LOL ! Sorry ! And this is a good/bad parallel of the whole issue. You're quite right that if you call Compaq they're simply going to push you to Roxio and vice versa.
To be honest I don't know what the problem is but I think you'll need to wait for the Roxio 9.1 update to resolve this issue.

[surfwerth]

LOL ! Sorry ! And this is a good/bad parallel of the whole issue. You're quite right that if you call Compaq they're simply going to push you to Roxio and vice versa.
To be honest I don't know what the problem is but I think you'll need to wait for the Roxio 9.1 update to resolve this issue.

I'm sorry if this is a stupid question but how do I know when that update is available and if it will fix my problem?

PS My system is not unique....there must be thousands of them on the market....does this mean everyone with this system (compaq sr5050nx) has this  problem?

[silver]

I'm sorry if this is a stupid question but how do I know when that update is available and if it will fix my problem?

PS My system is not unique....there must be thousands of them on the market....does this mean everyone with this system (compaq sr5050nx) has this  problem?

Probably. Have you checked HP/Compaq's forums ? I believe that all of the updates are posted for download at : http://www.roxio.com/enu/support/software_...es/default.html

[surfwerth]

Probably. Have you checked HP/Compaq's forums ? I believe that all of the updates are posted for download at : http://www.roxio.com/enu/support/software_...es/default.html

There are no  updates for EMD-9 at that link. I'll try the HP forum as you suggested. I didn't know they had one. I assume it is linked to their Home Page?

[silver]

There are no  updates for EMD-9 at that link. I'll try the HP forum as you suggested. I didn't know they had one. I assume it is linked to their Home Page?

You might try : http://www1.itrc.hp.com

Note that you'll have to register.

[sknis]

There are no updates for EMD-9 at that link. I'll try the HP forum as you suggested. I didn't know they had one. I assume it is linked to their Home Page?

I really doubt that everyone who bought a HP with that software is having a problem.  Perhaps more than a few but maybe not everyone.  Think about it; HP would quickly contact Roxio for a fix if everyone complained. I'm sure they track these issues.

Perhaps another piece of software that was installed later has caused a problem.  Where you able to open/run the program before additional software was loaded?  What did you load recently?  What are you using for an anti-virus program?  Are you using any peripherals that may have older drivers and that may have caused a problem.  How about your video card drivers - were they Vista Certified and are there any new ones?  Did you try getting rid of all packet writing programs?

Silver, please read the whole question (your second post indicates that perhaps you skipped the part abut the preloaded software.   The poster does not have EMC 9; they have a limited version of perhaps MyDVD 9.  I doubt that there will ever be an update fix for that free, limited software. It is unfortunate but true since it doesn't make sense for Roxio to divert resources away from those who purchased a program.   Perhaps, in the future,  HP will get a new version from Roxio and will post that for their customers.  BTW, I agree that HP service would probably be related to install/uninstall/registry fix.   If the poster really wanted a program like this, they should consider the Vista Certified version; not the "works with Vista" version.  Read the boxes carefully if you are buying, they do look similar.  The download version should be the new Vista Certified build.  Please no smarta-- remarks; I'm only trying to help.

[silver]

I really doubt that everyone who bought a HP with that software is having a problem.  Perhaps more than a few but maybe not everyone.  Think about it; HP would quickly contact Roxio for a fix if everyone complained. I'm sure they track these issues.

One would hope, on the other hand customers rarely use all of the features in a computer in the first 4 months so they might not have run into the problem yet. Whatever the case, if the system has Vista (and all HP's do) and it has EMC 9 then it has an extremely strong likelihood of having the problem. Maybe not 100% but I'd guesstimate over 90%. Also note that the adoption rate of Vista is rathe slow. In fact I'd like to ask the OP when he bought this system ?

Perhaps another piece of software that was installed later has caused a problem.

That would be the Microsoft update that Tom spoke of ?

Silver, please read the whole question (your second post indicates that perhaps you skipped the part abut the preloaded software.  The poster does not have EMC 9; they have a limited version of perhaps MyDVD 9.

Not sure where you're getting this as the OP stated "I created by 1st DVD with EMC 9. When I try to burn the Disc I get a window that says" Video Wave 9 has stopped working" and the BOM for the Compaq SR5050NX
states that it ships with Roxio Creator 9 and MyDVD Basic. As to Roxio's liability in fixing the application, if they provided it to the OEM and there is a known issue with it, then I would hope that they provide the patch to the OEM as well. This is why the EU is supposed to contact the OEM first. So that Roxio doesn't get swamped in tech support calls that they can't possibly handle.

[surfwerth]

One would hope, on the other hand customers rarely use all of the features in a computer in the first 4 months so they might not have run into the problem yet. Whatever the case, if the system has Vista (and all HP's do) and it has EMC 9 then it has an extremely strong likelihood of having the problem. Maybe not 100% but I'd guesstimate over 90%. Also note that the adoption rate of Vista is rathe slow. In fact I'd like to ask the OP when he bought this system ?

That would be the Microsoft update that Tom spoke of ?

Not sure where you're getting this as the OP stated "I created by 1st DVD with EMC 9. When I try to burn the Disc I get a window that says" Video Wave 9 has stopped working" and the BOM for the Compaq SR5050NX
states that it ships with Roxio Creator 9 and MyDVD Basic. As to Roxio's liability in fixing the application, if they provided it to the OEM and there is a known issue with it, then I would hope that they provide the patch to the OEM as well. This is why the EU is supposed to contact the OEM first. So that Roxio doesn't get swamped in tech support calls that they can't possibly handle.

OK, I went back through the thread and rechecked everything. This time I noticed a warning icon next to my DVD drive(I must have missed it the first time). I reinstalled the drive and sure enough it works! I don't know what caused this to happen in the first place but at least I know how to fix it if this problem occurs again. I want to thank all of your for your concern and imput. Thank You!!

[sknis]

Not sure where you're getting this as the OP stated "I created by 1st DVD with EMC 9. When I try to burn the Disc I get a window that says" Video Wave 9 has stopped working" and the BOM for the Compaq SR5050NX
states that it ships with Roxio Creator 9 and MyDVD Basic. .

Read post 3; that ships with Creator 9 which is not the same as EMC 9. (Your post) I don't know of any computers shipping with a full version of EMC 9 unless it is purchased separately.
Oh well, the poster found the problem so we did a good job of helping him/her.

Edited by sknis, 20 May 2007 - 10:51 AM.