[wgreene]

I recently had to perform a full reinstallation of Windows XP, so now I need to get EMC 7 back on my computer.

My online-purchased copy of EMC 7 is already registered with Roxio. How do I go about redownloading it onto my computer? Since I have the case containing both the CONTENT and PROGRAM CD's for EMC 7.5 along with the CD KEY #, I figured I shouldn't have any problem reinstalling 7.5. It's just that I need to find out how to redownload EMC 7. I'm sure it has to be a simple process, but I haven't been able to figure it out. Thank you.

[grandpabruce]

I recently had to perform a full reinstallation of Windows XP, so now I need to get EMC 7 back on my computer.

My online-purchased copy of EMC 7 is already registered with Roxio. How do I go about redownloading it onto my computer? Since I have the case containing both the CONTENT and PROGRAM CD's for EMC 7.5 along with the CD KEY #, I figured I shouldn't have any problem reinstalling 7.5. It's just that I need to find out how to redownload EMC 7. I'm sure it has to be a simple process, but I haven't been able to figure it out. Thank you.

Contact Customer Service.

[wgreene]

Contact Customer Service.

Well, actually I had already written to them via e-mail by the time I posted here. I'm currently waiting for their reply.

[Larry]

Have you tried this support page yet?

One of the links on it will also take you to this page.

[wgreene]

Have you tried this support page yet?

One of the links on it will also take you to this page.

Either the entire process has changed or else I'm doing something wrong, because I've been to more than one Roxio web page and tried entering the requested information -- WHICH I HAVE -- and nothing works. (Actually, I have more information than they need.) For some ridiculous reason my order #'s and Installation Key #'s are being rejected as unable to be found. I've redownloaded EMC 7 and 7.5 at least a couple of times before without any problems. As I mentioned earlier, Roxio's website shows that my copy of EMC 7 is already registered along with the Installation Key (CD-KEY) #, so all I really need to know is how to redownload the program.

I have several pages of detailed information from 2005 concerning one of my previous reinstallations, including the following: Order #, Filename, Support ID (TSID), Installation Key (CD KEY), and Estimated Download Time. I have this information for both EMC 7 and EMC 7.5, so I see no reason why I should be having trouble now figuring out how to redownload. Has the process changed recently or am I overlooking something?

Have you tried this support page yet?

One of the links on it will also take you to this page.

Oops, Larry, I almost forgot. Even though I wasn't able to make them work, I truly appreciate your sending the links. As I said, maybe I'm doing something wrong. Anyhow, I guess I'll be hearing from Roxio within a couple of days or so. Thanks.

[lynn98109]

It sounds like you didn't make a backup CD of your download.

Downloads aren't available indefinately, they eventually are replaced by newer Version downloads (and as upgrades rather than updates, they would need to be paid for).

I'd suggest for future reference, when you download something, make a backup copy, whether on your Hard Drive, an External Hard Drive, a CD-R or DVD/R. (Don't even consider RW media for something like that which you need to keep.) You might even make a backup to the backup.

Lynn

This post has been edited by lynn98109: 27 July 2007 - 03:15 AM

[Larry]

Seems odd that you can't get to it thru those pages.

Did you use this page to log the issue with them? If not, try that too. Also, if it was me, I'd try the Customer Service number on their Contact page. Especially since it's a Friday, and I'd bet you aren't going to hear anything back before Monday at the earliest.

This post has been edited by Larry: 27 July 2007 - 04:41 AM

[wgreene]

It sounds like you didn't make a backup CD of your download.

Downloads aren't available indefinately, they eventually are replaced by newer Version downloads (and as upgrades rather than updates, they would need to be paid for).

I'd suggest for future reference, when you download something, make a backup copy, whether on your Hard Drive, an External Hard Drive, a CD-R or DVD/R. (Don't even consider RW media for something like that which you need to keep.) You might even make a backup to the backup.

Lynn

That certainly sounds like good advice. I'll make it a point to be more careful in the future. Thanks.

[wgreene]

Seems odd that you can't get to it thru those pages.

Did you use this page to log the issue with them? If not, try that too. Also, if it was me, I'd try the Customer Service number on their Contact page. Especially since it's a Friday, and I'd bet you aren't going to hear anything back before Monday at the earliest.

Thanks again for your help.

Yes, I tried using that page but it didn't work.

I heard from ROXIO this morning, but I'm wondering if it's even worth going through the process they describe. It sounds a bit involved and perhaps even a bit risky. Anyway, I've been thinking recently of getting the latest version of NERO. Of course, I don't want to spend the money, but that may be what I'll do. Anyhow. here's the reply I got from ROXIO:

Thank you for Contacting Roxio Technical Support

Note use capital letters

1. Try uninstalling/reinstall
2. Make sure system date and time zone is current
3. Disable any antivirus/firewall programs

4. Install from a new user account
a. Go to Control Panel->User Accounts
b. Create a new user in Computer Administrator group
c. Log off and log into the new account
d. Disable antivirus/firewall program and reinstall


Please disable 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.



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

[gi7omy]

That's more to kill off an installation prior to removal - strange they sent that. Details for downloading it certainly isn't.

[Larry]

That's more to kill off an installation prior to removal - strange they sent that. Details for downloading it certainly isn't.

I agree. The reply has nothing to do with re-downloading the software. Like I said earlier, I'd try the phone route using the number in the contact page I linked to earlier.

[wgreene]

I agree. The reply has nothing to do with re-downloading the software. Like I said earlier, I'd try the phone route using the number in the contact page I linked to earlier.

Yes, I believe calling them is the next thing I should try, although I'll probably have to wait until Monday. It'll be interesting to see what kind of response I get. Thanks.

[ml]

Yes, I believe calling them is the next thing I should try, although I'll probably have to wait until Monday. It'll be interesting to see what kind of response I get. Thanks.

In the meantime, you might try disabling your firewall, virus program, and any pop up blockers and try again using the links in the other post on this page.

There are a lot of pop up blockers that will stop a download and give you strange error messages.

Might not help, but it couldn't hurt.

[John at Roxio]

Since I have the case containing both the CONTENT and PROGRAM CD's for EMC 7.5 along with the CD KEY #, I figured I shouldn't have any problem reinstalling 7.5.

That is right, you dont need 7.0 to install 7.5. You already have what you need. The clean install instructions sent to you by the tech should work fine for you.

[wgreene]

That is right, you dont need 7.0 to install 7.5. You already have what you need. The clean install instructions sent to you by the tech should work fine for you.

Well, the other day I went to Best Buy and bought EMC 9, so now I guess I'm a little better off than before, if a little poorer. I offer my sincere "thank you" to all for your suggestions and offers of help.