23 replies to this topic

[Beaumont]

I recently purchased and downloaded BackOnTrack3. To make a long story short, I have had a very bad time installing this software. It keeps on telling me that I have an invalid serial number. Though I have sent "support tickets" to tech support, nothing has helped. Roxio even gave me a new serial number which unfortunately did not work. I have tried installing this software through modifying the "msconfig" program in Windows XP Pro and also booting into the "Safe Mode with network support". Nothing seems to work. I recently puchased two copies of the Acronis True Image Backup ver. 11 and have nothing but trouble with it. Tech support there is very bad; so I thought BackOnTrack3 might be the answer to my backup needs. If anyone knows a fix to this I would greatly appreciate it.

[IDAT]

RE : Invalid serial number, BackOnTrack ver3

Likewise, I downloaded it 2hrs ago, and got the same results as you. I have emailed Roxio support, but still waiting for reply. If anything constructive comes out of it, I will put a reply in here


Idat

[Beaumont]

After four days and not very helpful tech support including live chat, I called Roxio again. Apparently Digital Rivers is giving out invalid serial numbers. The person on the 1-800-656-5443 stated that there are some problems, and they are checking on it. Sure hope they hurry up because I really need a reliable backup prgram.

[Leonce]

I purchased a copy on October 4, and had the same problem with an error message stating that the serial number is not valid. I contacted tech support and was also given another serial number to try. It also did not work. The tech support person stated that he would turn the problem over to his supervisor and I would receive an email reply in two to three business days.

[TimOfNewburyUK]

I purchased backontrack3 as a download on Oct 11th. When the setup wizard runs and I enter the serial number I got the error message 'The key ........ is not valid. Verify that you entered the correct key'. I rechecked and as I had entered the number supplied was unable to complete the setup.  I got a ticket from Roxio Technical support and the response was that 'You will need to contact Digital River they will reissue a key, ... , they handle all order questions.
I filled in an email form via the website www.findmyorder.com and sent details of the problem to Digital River on Oct 11th.  Today is Oct 12th and no reply to my email. I have sent another email to Digital River repeating details of the problem and asking for confirmation that the email has been received.  I thought I would check the roxio forums and it seems I am not the only person who has been issued with an invalid number.  Surely this problem should not take weeks to resolve.  I have an urgent backup to perform.
If I get any joy I will log details here.
Tim
Newbury
UK

[Beaumont]

I purchased backontrack3 as a download on Oct 11th. When the setup wizard runs and I enter the serial number I got the error message 'The key ........ is not valid. Verify that you entered the correct key'. I rechecked and as I had entered the number supplied was unable to complete the setup.  I got a ticket from Roxio Technical support and the response was that 'You will need to contact Digital River they will reissue a key, ... , they handle all order questions.
I filled in an email form via the website www.findmyorder.com and sent details of the problem to Digital River on Oct 11th.  Today is Oct 12th and no reply to my email. I have sent another email to Digital River repeating details of the problem and asking for confirmation that the email has been received.  I thought I would check the roxio forums and it seems I am not the only person who has been issued with an invalid number.  Surely this problem should not take weeks to resolve.  I have an urgent backup to perform.
If I get any joy I will log details here.
Tim
Newbury
UK

I have called the 1 800 number at least twice, Talked with "Live Chat" four times, and recieved several emails through their support. A forum member who does QA gave me 2 new serial numbers to try. One of them did work and installed the BOT ver. 1.1; Totaly useless. The old program tells you to upgrade to version 3. DUH? Also, when I installed with the new serial number, it disabled my registered copy of EMC ver. 9! I don't know what else to do but wait or get a refund. Whatever you do though, I would not suggest buying Acronis True Image 11. You can try it before you buy it but several hundreds if not thousands of people are having major issues on this buggy program. I am one of those users. I've used them in the past with amazing results, but this version sucks! I bought two copies of this program and have had a multitude of email support without any success.

[Paul B (Hampshire UK)]

I have called the 1 800 number at least twice, Talked with "Live Chat" four times, and recieved several emails through their support. A forum member who does QA gave me 2 new serial numbers to try. One of them did work and installed the BOT ver. 1.1; Totaly useless. The old program tells you to upgrade to version 3. DUH? Also, when I installed with the new serial number, it disabled my registered copy of EMC ver. 9! I don't know what else to do but wait or get a refund. Whatever you do though, I would not suggest buying Acronis True Image 11. You can try it before you buy it but several hundreds if not thousands of people are having major issues on this buggy program. I am one of those users. I've used them in the past with amazing results, but this version sucks! I bought two copies of this program and have had a multitude of email support without any success.

I also purchased Backontrak 3 on 9th October 07 via a download. Exactly the same problem as Tim of Newbury.  Would not accept key serial number sent to me by email following purchase. I have repeated many times carefully checking the number is correct.

I have sent email describing problem to help desk via web support page but no reply. Please post any info which you obtain re this problem.  Paul B Hampshire

[TimOfNewburyUK]

I have called the 1 800 number at least twice, Talked with "Live Chat" four times, and recieved several emails through their support. A forum member who does QA gave me 2 new serial numbers to try. One of them did work and installed the BOT ver. 1.1; Totaly useless. The old program tells you to upgrade to version 3. DUH? Also, when I installed with the new serial number, it disabled my registered copy of EMC ver. 9! I don't know what else to do but wait or get a refund. Whatever you do though, I would not suggest buying Acronis True Image 11. You can try it before you buy it but several hundreds if not thousands of people are having major issues on this buggy program. I am one of those users. I've used them in the past with amazing results, but this version sucks! I bought two copies of this program and have had a multitude of email support without any success.

Thanks for your posting.  I have also received 2 serial numbers to try from a forum member recently.  However, after reading your latest posting I suspect they may be the same numbers that you have tried and ended up with additional problems.  In light of this I am not prepared to risk testing out these numbers.
Thanks for warning ref Acronis True Image 11.  I will steer clear!
Thanks to Paul B of Hampshire for adding his posting mentioning the same problems we have had with the initial serial number being invalid.  Perhaps if everyone who has had the same problem registers on the community and makes a post on this thread then Roxio will get around to supplying us all with the official serial numbers to use.

[HungGarKungFu]

I also recently purchased a copy of BackOnTrack3 with the same serial issue but I was able to get through to a tech that told me it was a known issue and that the auto generate serial program was auto generating a serial for ver 1 and not version 3. I was refunded the money but still would like the product because it does what GoBack used to do. GoBack is now incompatable with Norton 360, go figure, its there product?

Has any one downloaded this product recently and does the serial number now generate for version 3?

I do not want to get it again and be on hold for another 2 hours to get a refund on something Roxio should not allow to be purchased until repaired.

I am a Microsoft Certified Developer and I would be fired if I released a product to my clients in the state it is in.....BROKEN..

[Paul B (Hampshire UK)]

Thanks for your posting.  I have also received 2 serial numbers to try from a forum member recently.  However, after reading your latest posting I suspect they may be the same numbers that you have tried and ended up with additional problems.  In light of this I am not prepared to risk testing out these numbers.
Thanks for warning ref Acronis True Image 11.  I will steer clear!
Thanks to Paul B of Hampshire for adding his posting mentioning the same problems we have had with the initial serial number being invalid.  Perhaps if everyone who has had the same problem registers on the community and makes a post on this thread then Roxio will get around to supplying us all with the official serial numbers to use.

I received an email from sonicstorecs@digitalriver.com today including a corrected CD-Key. I have used it and successfully installed BackOnTrack 3 I hope other purchasers will receive similar resolution. Good Luck!

[gi7omy]

Just to clarify a point - Digital River is only the distributor for Sonic and it seems they're the ones responsible for issuing the incorrect key

Hopefully this is now corrected and anyone needing the key should contact them at the address Paul gave

Edited by gi7omy, 18 October 2007 - 02:54 PM.

[Beaumont]

I received an email from sonicstorecs@digitalriver.com today including a corrected CD-Key. I have used it and successfully installed BackOnTrack 3 I hope other purchasers will receive similar resolution. Good Luck!

Be sure to check the program carefully. Open BOT then go to the help, then "about" and see if it shows version 3. You might be in for a surprise. Also, login to your account on the Roxio website and check your registered programs. Mine stated it was "BackOnTrack ver 1.1".  

[sandyjw]

I received an email from sonicstorecs@digitalriver.com today including a corrected CD-Key. I have used it and successfully installed BackOnTrack 3 I hope other purchasers will receive similar resolution. Good Luck!

I also recieved a 3rd key from Digital River , which does indeed finally let me install the darn program, but the problem is it is only ver. 1.1 & not ver. 3 as they claimed. It does not include any of the features of ver 3 as discribed on there web site. If you only paid 19.99 for it as I did, then you most likely only have ver 1.1 also. Once installed if you go to the section on the BackOnTrack Home that says Instant Restore, it takes you to a link to ver. 3 for an additional 39.99.
I'm sure this is why none of the 1st keys worked. they gave a key for BOT ver. 3 but a download link to BOT ver 1.1.  
Now instead of given all of us the correct download link to ver. 3, they just gave us a new key for the older ver 1.1 hoping everyone would be too stupid to notice we all got cheated. Everyone should start a support ticket, as I did,  with Roxio and demand a new link for the BOT ver. 3 that we was supposed to get and not just a key to the older 1.1 ver. we got. It states right on my invoice that I was supposed to recieve BOT ver. 3. Even the download file say's BackOnTrack3_2O54B010ESD.
Who knows, maybe if enough people complain, they will listen.

Edited by sandyjw, 20 October 2007 - 01:38 PM.

[gaper1]

I also recieved a 3rd key from Digital River , which does indeed finally let me install the darn program, but the problem is it is only ver. 1.1 & not ver. 3 as they claimed. It does not include any of the features of ver 3 as discribed on there web site. If you only paid 19.99 for it as I did, then you most likely only have ver 1.1 also. Once installed if you go to the section on the BackOnTrack Home that says Instant Restore, it takes you to a link to ver. 3 for an additional 39.99.
I'm sure this is why none of the 1st keys worked. they gave a key for BOT ver. 3 but a download link to BOT ver 1.1.  
Now instead of given all of us the correct download link to ver. 3, they just gave us a new key for the older ver 1.1 hoping everyone would be too stupid to notice we all got cheated. Everyone should start a support ticket, as I did,  with Roxio and demand a new link for the BOT ver. 3 that we was supposed to get and not just a key to the older 1.1 ver. we got. It states right on my invoice that I was supposed to recieve BOT ver. 3. Even the download file say's BackOnTrack3_2O54B010ESD.
Who knows, maybe if enough people complain, they will listen.

I think you may have mistaken the version number for Roxio core with the version number for BackonTrack. When I got Help -> About, I got the following:

Roxio BackonTrack
Serial Number: xx-xxxxx-xxxxx-xxxxx
Copyright: Sonic Solution 2007

I don't have a version number. Does it show up differently for you?

[John at Roxio]

I think gaper is correct.  Can you respond to his post and confirm?

[StephenS]

I think gaper is correct.  Can you respond to his post and confirm?

I also wemt through all this trouble:

- upgraded from Roxio 9 Basic to EMC10 as prompted for about £39.99
- found I needed to buy the additional BOT3 for Disaster recovery for another £9.99
- downloaded software - key did not work
- chased up Roxio via technical support and got no joy
- asked for a refund which was immediately given
- a week later recieved 2 new keys via email!
- tried the first one and BOT was installed but contained non of the features advertised
- I believe this is ver 1 NOT ver 3
- EMC10 is now offering me BOT3 for a further £19.99
- checked my Roxio account and apparently I have registered copies of BOT3 listed (refunded) and BOT v1.1

I think Roxio have made a number of significant errors which means I for one have lost confidence with them.

I have bought a programme called Syncback SE which I had available for 30 days to try before paying for - It worked, I paid, I'm happy.

Roxio need to get their act sorted out!

[Dryjoy]

I am very angry too! Ordered this today - and have had the trouble listed above with an invalid serial number. I have a help ticket with Sonic at the moment as I didn't realise that digital river are in charge of serial number. I wish I'd checked this out before ordering. I'll give them till Monday to get me sorted with a full working version, then I'll ask for that refund.

[Dryjoy]

[quote name='Dryjoy' date='Oct 27 2007, 06:16 AM' post='161273']
      
They emailed me and basically told me that I am wrong and the serial number supplied is valid. So, it's refund time, and choose another product. Couldn't recommend this to anyone, worst customer service ever!!!

[TimOfNewburyUK]

Thanks for your posting.  I have also received 2 serial numbers to try from a forum member recently.  However, after reading your latest posting I suspect they may be the same numbers that you have tried and ended up with additional problems.  In light of this I am not prepared to risk testing out these numbers.
Thanks for warning ref Acronis True Image 11.  I will steer clear!
Thanks to Paul B of Hampshire for adding his posting mentioning the same problems we have had with the initial serial number being invalid.  Perhaps if everyone who has had the same problem registers on the community and makes a post on this thread then Roxio will get around to supplying us all with the official serial numbers to use.

After several international phone calls and being given serial numbers that still did not work, I finally received an email on 18th October which read 'Thank you for your recent purchase o Roxio Back on Track 3. Included below is a new, corrected CD-Key to activate your product.  We apologize for any inconvenience that you may have experienced.  Enjoy your new software. .....'
I have now had a chance to try out the corrected CD-key and it worked! Hooray.
It gives me options for disaster recovery (backup drive etc) and File backup but you need to pay more money to get 'Instant restore'.
I have been able to run a backup drive and it has given me a backup set of discs.  I hope I will be able to restore from these if disaster strikes my hard drive.
I don't think I will be buying software from Roxio in future after the delays to get the s/w working.

[StephenS]

After several international phone calls and being given serial numbers that still did not work, I finally received an email on 18th October which read 'Thank you for your recent purchase o Roxio Back on Track 3. Included below is a new, corrected CD-Key to activate your product.  We apologize for any inconvenience that you may have experienced.  Enjoy your new software. .....'
I have now had a chance to try out the corrected CD-key and it worked! Hooray.
It gives me options for disaster recovery (backup drive etc) and File backup but you need to pay more money to get 'Instant restore'.
I have been able to run a backup drive and it has given me a backup set of discs.  I hope I will be able to restore from these if disaster strikes my hard drive.
I don't think I will be buying software from Roxio in future after the delays to get the s/w working.

How many discs did you need? I have tried this and it said I would need 16 DVDs! Not sure I can be bothered to do all of that.