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S.O.S.

EMC10 installation problems continue

Question

March 16 (and finally done)

 

Finally got Roxio EMC 10 installed, mind you it is pretty drastic to get it in. I did another total system recovery. Wiped out everything that was installed. I downloaded the EMC10 update and installed that application instead of the one that came on disk. Note that I have Vista Home Premium which comes bundled with a version of EMC9. Contrary to forum advice and my previous attempts, I did NOT uninstall EMC9 but rather, just installed over top. After the restore and prior to installing ANYTHING else, I put Roxio on, and it worked. I didn't install any updates, I didn't install a firewall or ANY security software. I disabled the windows firewall and windows defender and then did the installation. Purchased 3 months ago and after many hours I now have the software to enjoy. Good luck to anyone else who is having trouble and I hope that the posted material below is of any assistance.

 

S.O.S.

 

February 18 (and still at it)

 

I am replying to my own message. I started a new post, however, for whatever reason, Roxio felt it had to remove that post. I had written the following:

 

I have determined the Roxio Installation problem to be connected to registry key permissions. I installed EMC9 (on a vista machine knowing that it wouldn't run). However, as 9 installs, it ID's the registry keys that it is attempting to access. I changed the permissions on those keys and 9 installed fine.

 

For EMC10, Roxio no longer ID's the keys. Unfortunately, 10 accesses different keys than 9. If anyone knows what keys 10 is attempting to access, this installation issue can finally be resolved. It has now been 3 months I have been trying to install this software.

 

S.O.S.

 

January 3

Roxio now wants me to call them and spend more money on them!! AMAZING!! A thank you to all those who had useful suggestions for an attempt at return. My guess is that I am stuck with this junkie product and bad customer service. Nevertheless should the Red Sea part and solution drop out of the sky, I will post it.

 

January 2

 

Things are now getting silly. Roxio is suggesting things they have already suggested or making suggestions in re software I have not indicated I have installed on my unit + they continue to close my ticket. Still no hope at installation in sight!!

 

S.O.S.

 

December 30

 

Received another suggestion from Roxio. Unfortunately, it didn't work either. Surprisingly, they have closed my ticket. Seemingly Roxio is satisfied by having taking a 100 bucks without offering a viable solution. Nevertheless, even if it didn't work for me, it is once again different form anything I have observed in the posts, and it is different from what they suggested earlier. As promised, I am going to post it in the event it might assist someone else. Good Luck.

 

1.) In Windows Vista, you'll need to register the module vbscript.dll from an elevated Command Prompt window. To open an elevated Command Prompt, click Start, click All Programs, click Accessories, right-click Command Prompt, and then click Run as administrator.

 

Type the following in the Command Prompt window and press ENTER

 

regsvr32 %systemroot%\system32\vbscript.dll

 

And then type the following to exit the Command Prompt window.

 

EXIT

 

2.) Disable startup & services before installing.

Something may be interfering.

 

For Windows Vista: Click on the Vista start icon in the bottom left corner of your screen.

 

Type MSCONFIG in the search box and then either press enter on your keyboard or double-click on the MSCONFIG program that appears in the search results.

 

For Windows XP:

 

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. Click on the "Disable All" button in the lower right corner of the screen.

 

e. Click on the "Apply" button.

 

f. Select the "Services" tab.

 

g. Put a check mark in the box beside of "Hide all Microsoft Services" WARNING NOT CHECKING THIS BOX FIRST COULD CAUSE A WINDOWS COMPONENT TO BE DISABLED

 

h. click on the "Disable All" button in the lower right corner of the screen.

 

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

 

j. Click "YES" to restart the computer.

 

k. 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. (for this test all should be disabled)

 

Reboot and install.

 

December 29

Two more days have passed and Roxio sent me an e-mail with yet another suggestion that didn't work. Although it didn't work for me, I will post it anyways - perhaps it might assist someone else. Roxio will not take the product back. I am out of a 100 bucks and a product I can't install + I am still within the 30 days. Truly Outrageous! Here's the one suggestion:

 

First, open an elevated command prompt by typing cmd into the Search box on the Start menu, right-clicking the command prompt icon that appears at the top of the Start menu, then selecting Run as administrator.

 

Then enter this command and press Enter:

 

Net user administrator /active:yes

 

From now on, the Administrator account will appear as an option on the Welcome screen, along with any user accounts you may have set up. Use it like any other account. Be aware that it won't have a password yet, so it's a good idea to set a password for it.

 

If you want to disable the account and hide it, enter this command at an elevated command prompt and press Enter:

 

Net user administrator /active:no

 

Please go into this Administrator Account and follow these instructions:

 

Remove any Roxio and Sonic programs from Add or Remove Programs or use the Windows Installer Clean Up Utility if you receive a certificate file error while trying to remove the Roxio program. (Directions below) Follow the instructions below to use the Microsoft Cleanup Utility to remove software

 

1. Once that is completed please disable your startup applications using MSCONFIG. This will disable any unnecessary background or system tray applications from loading.

* Click on Start --> Type "msconfig" in the Search field and press Enter on your keyboard.

* Select the Startup tab.

* Click the "Disable All" button.

* Click the Services tab.

* Check the checkbox that says "Hide all microsoft services" and then click "Disable All".

* Click Apply.

* Click the Tools tab.

* Find "Disable UAC" in the list and select it.

* Click the launch button.

* Close the Dos window that opens.

* Click the OK/Close buttons and choose to restart when prompted. If you get a message that "the program maybe blocked", choose "Allow".

 

2. Download the Microsoft Windows Installer Clean Up Utility to your desktop and install to remove Roxio and Sonic software

* Click here to go to the download page:

http://support.microsoft.com/default.aspx?...kb;en-us;290301

* Scroll down to and click on Download the Windows Installer Cleanup Utility package now.

* Click on Save and choose to save it on your Desktop.

* On your Desktop, double-click on msicuu2.exe file and follow the on-screen instructions to install

* Click on Start -> All programs -> Windows Install Clean up

* Select Roxio Easy Media Creator or any entry started with Roxio or Sonic.

* Click on Remove.

 

NOTE: If you are unable to start msconfig, it can be found in the directory Computer --> Local Disc (C:) --> Windows --> System 32. You may need to right click the msconfig and choose Open as Administrator.

 

To reverse this just go back in and click enable all and restart (that can be done once installation is complete)

 

 

3. Delete these folders from your hard drive.

 

NOTE: When trying this step you may receive a message that a "file is in use". Simply drag that file to your desktop and it can be removed after restarting the computer. Also note that "Username" referred to below is the name you use when logging into Windows.

 

a. You may need to follow these steps to see the "App Data" folder listed below

* Go to Start and click on Computer.

* Press and let go of the "Alt" Key.

* Click on Tools and then Folder Options.

* Go to the View Tab.

* Check the radio button that states: "Show Hidden Files and Folders".

* Click Apply and then Ok.

 

C:\Program Files\Roxio

C:\Program Files\Sonic

C:\Program Files\Common Files\Roxio Shared

C:\Program Files\Common Files\Sonic Shared

C:\Users\Username\App Data\Local\Roxio

C:\Users\Username\App Data\Local\Sonic

C:\Users\Username\App Data\Roaming\Roxio

C:\Users\Username\App Data\Roaming\Sonic

 

 

Empty the recycle bin once the steps above are completed.

 

4. Remove these keys from the registry:

 

WARNING: THE NEXT STEP INVOLVES EDITING YOUR SYSTEM REGISTRY. WE STRONGLY RECOMMEND YOU EXPORT YOUR REGISTRY BEFORE ATTEMPTING ANY EDITING. EDITING YOUR REGISTRY INCORRECTLY CAN CAUSE IRREPARABLE SYSTEM DAMAGE.

 

To export a copy of your registry, please do the following

* Click on Start --> Type "regedit" in the Search field and press Enter on your keyboard.

* Locate and left click File in the upper left hand corner of the Registry editor.

* Click Export (Export range "All" should be selected).

* Choose a location on your hard drive and give the file a name.

* Click Save. Your registry should now be backed up in a .reg file to the location you specified

 

 

Registry Edit instructions:

 

Click on Start --> Type "regedit" in the Search field and press Enter on your keyboard.

* Double-click the HKEY_CURRENT_USER folder this will expand or open the folder.

* Locate the Software folder.

* Locate the Roxio folder.

* Right click on Roxio and click delete.

* Do the same for the Sonic folder (if present).

* Close the HKEY_CURRENT_USER folder.

 

Do the same for the HKEY_LOCAL_MACHINE folder.

 

 

* Double-click the HKEY_LOCAL_MACHINE folder this will expand or open the folder.

* Locate the Software folder

* Locate the Roxio folder

* Right click on Roxio and click delete.

* Do the same for the Sonic folder (if present).

* Close the HKEY_LOCAL_MACHINE folder.

 

5. Go to Start>Control Panel>User Accounts. Choose your user account, and then turn off User Account Control (UAC).

 

6. Restart the computer.

 

7.) Feel free to run your registry cleaner if you have one.

 

 

8. Re-install.

 

 

 

 

 

 

December 27 of the S.O.S diaries (see below):

Just thought I would update - It is now 5 days from the date I started my woes. I now have under my belt a system restore, re-installation of all software (with their own oddities attached) a re-establishment of a network etc etc and surprise surprise, Roxio has not yet responded to my ticket. I understand with the festive season in the middle, but come on!! After having put myself in better spirits by consuming several glasses of 20-year old port, I thought, hey, how bad can it be, let's try it again. You guessed it again . . . It ERRED!! I think I am going to add the cost of hair dye to my lawsuit of Roxio. I am sure I spotted a few extra greys after this. The suggestion listed by GrandpaBruce is not dissimilar to the one suggested in the forums (fori??? plural) whereby you copy the contents off the disk into a temp folder and run it off your hard drive. Nice try but no go. Needless to say, no one has contacted me about a refund either.

 

 

S.O.S.

 

December 24:

OK, these are the days of my life . . . Another day with Roxio and a few more gray hairs. Roxio has finally responded to my ticket, but alas, with suggestions that I followed out of the forum many many hours ago. If anything ever comes out of this, other than an attempt at return, I'll be sure to post the solution for those poor schleps going through the same trauma.

 

S.O.S.

 

December 23

The war continues. Another wasted 10 hour or so, did a full system recovery and installed EMC as one of the early programs so as to avoid any conflicts with other software. Amazingly enough, IT STILL ERRED!!! - got the "installation interrupted" error. I am now officially at whit's end. No support from Roxio in sight. I think I am going to sue Roxio for the emotional trauma and the costs of therapy now required.

 

S.O.S.

 

December 22

OK - another few hours later, still no Roxio tech support. I also tried the pinned suggestion at http://forums.support.roxio.com/index.php?showtopic=27803

 

It also did not work. I purchased it in the store, and am making inquiries as to refund (Good Luck to me)

 

S.O.S.

 

December 22:

I have been picking through forums all day today to no avail. I have cleaned the registry, removed any old programs as well as Sonic, have disabled startup and service programs, disabled firewall, virus etc. etc. even found a tip in a forum to install EMC 10 as custom and not install the sonic component due to incompatibility problems. Also did the clean install and followed all the regedit instructions in Roxio support. It is now 9 hours later, and still no results. I am running Vista Home Premium. For some time now, I have had the windows installer pop up trying to install Sonic Cineplayer Decoder Pack. The installer opens on its own. Any connection? But above all, any ideas?

 

S.O.S.

Edited by S.O.S.

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I have been picking through forums all day today to no avail. I have cleaned the registry, removed any old programs as well as Sonic, have disabled startup and service programs, disabled firewall, virus etc. etc. even found a tip in a forum to install EMC 10 as custom and not install the sonic component due to incompatibility problems. Also did the clean install and followed all the regedit instructions in Roxio support. It is now 9 hours later, and still no results. I am running Vista Home Premium. For some time now, I have had the windows installer pop up trying to install Sonic Cineplayer Decoder Pack. The installer opens on its own. Any connection? But above all, any ideas?

 

S.O.S.

 

OK - another few hours later, still no Roxio tech support. I also tried the pinned suggestion at http://forums.support.roxio.com/index.php?showtopic=27803

 

It also did not work. I purchased it in the store, and am making inquiries as to refund (Good Luck to me)

 

S.O.S.

 

The war continues. Another wasted 10 hour or so, did a full system recovery and installed EMC as one of the early programs so as to avoid any conflicts with other software. Amazingly enough, IT STILL ERRED!!! - got the "installation interrupted" error. I am now officially at whit's end. No support from Roxio in sight. I think I am going to sue Roxio for the emotional trauma and the costs of therapy now required.

 

S.O.S.

 

It is possible that you may have gotten a bad or dirty disc. Check the disc for scratches or for some crud on the edges of the disc. After that, copy the disc contents to your hard drive and install it from there. If the disc won't copy, it is damaged. The retailer should take it back if you show that the disc is damaged (exchange it).

 

I hope that works.

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It is possible that you may have gotten a bad or dirty disc. Check the disc for scratches or for some crud on the edges of the disc. After that, copy the disc contents to your hard drive and install it from there. If the disc won't copy, it is damaged. The retailer should take it back if you show that the disc is damaged (exchange it).

 

I hope that works.

 

Thanks for the suggestion. Copying the disc onto the drive was one of the suggestions I picked up out of the forums. Nevertheless, I checked the disc, wiped it clean in case the dirt was not discernable to the eye, re-copied and yes, you guessed it . . . it erred.

 

S.O.S.

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Hmmm.....i am having the same problem. I get an error message that says the CinePlayer Decoder Pack can't install until the installer finds the file CPDP.msi which is supposed to be in the Temp files. I have tried to reinstall with no luck. I am installing from a download so a dirty disk is not a possibility. However, I haven't tried all the things suggested in other posts as I just found them. Wish I had read this stuff before I upgraded!!

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Hmmm.....i am having the same problem. I get an error message that says the CinePlayer Decoder Pack can't install until the installer finds the file CPDP.msi which is supposed to be in the Temp files. I have tried to reinstall with no luck. I am installing from a download so a dirty disk is not a possibility. However, I haven't tried all the things suggested in other posts as I just found them. Wish I had read this stuff before I upgraded!!

 

Did you try making a temporary folder, on your hard drive, then right click on that file and select Extract, and then extract the files to that folder you made?

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Did you try making a temporary folder, on your hard drive, then right click on that file and select Extract, and then extract the files to that folder you made?

 

Sorry, didn't understand the suggestion. Did you mean extract the downloaded installation file to the Temp folder? I am using Vista and do not see an Extract command when I right click.

 

Appreciate the help....

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To extract the downloaded diles you will need winzip or winrar - once those are instralled, then the right click will give the option to open and extract

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To extract the downloaded diles you will need winzip or winrar - once those are instralled, then the right click will give the option to open and extract

Thanks, I will give it a try!

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December 29

Two more days have passed and Roxio sent me an e-mail with yet another suggestion that didn't work. Although it didn't work for me, I will post it anyways - perhaps it might assist someone else. Roxio will not take the product back. I am out of a 100 bucks and a product I can't install + I am still within the 30 days. Truly Outrageous! Here's the one suggestion:

 

First, open an elevated command prompt by typing cmd into the Search box on the Start menu, right-clicking the command prompt icon that appears at the top of the Start menu, then selecting Run as administrator.

 

Then enter this command and press Enter:

 

Net user administrator /active:yes

 

From now on, the Administrator account will appear as an option on the Welcome screen, along with any user accounts you may have set up. Use it like any other account. Be aware that it won't have a password yet, so it's a good idea to set a password for it.

 

If you want to disable the account and hide it, enter this command at an elevated command prompt and press Enter:

 

Net user administrator /active:no

 

Please go into this Administrator Account and follow these instructions:

 

Remove any Roxio and Sonic programs from Add or Remove Programs or use the Windows Installer Clean Up Utility if you receive a certificate file error while trying to remove the Roxio program. (Directions below) Follow the instructions below to use the Microsoft Cleanup Utility to remove software

 

1. Once that is completed please disable your startup applications using MSCONFIG. This will disable any unnecessary background or system tray applications from loading.

* Click on Start --> Type "msconfig" in the Search field and press Enter on your keyboard.

* Select the Startup tab.

* Click the "Disable All" button.

* Click the Services tab.

* Check the checkbox that says "Hide all microsoft services" and then click "Disable All".

* Click Apply.

* Click the Tools tab.

* Find "Disable UAC" in the list and select it.

* Click the launch button.

* Close the Dos window that opens.

* Click the OK/Close buttons and choose to restart when prompted. If you get a message that "the program maybe blocked", choose "Allow".

 

2. Download the Microsoft Windows Installer Clean Up Utility to your desktop and install to remove Roxio and Sonic software

* Click here to go to the download page:

http://support.microsoft.com/default.aspx?...kb;en-us;290301

* Scroll down to and click on Download the Windows Installer Cleanup Utility package now.

* Click on Save and choose to save it on your Desktop.

* On your Desktop, double-click on msicuu2.exe file and follow the on-screen instructions to install

* Click on Start -> All programs -> Windows Install Clean up

* Select Roxio Easy Media Creator or any entry started with Roxio or Sonic.

* Click on Remove.

 

NOTE: If you are unable to start msconfig, it can be found in the directory Computer --> Local Disc (C:) --> Windows --> System 32. You may need to right click the msconfig and choose Open as Administrator.

 

To reverse this just go back in and click enable all and restart (that can be done once installation is complete)

 

 

3. Delete these folders from your hard drive.

 

NOTE: When trying this step you may receive a message that a "file is in use". Simply drag that file to your desktop and it can be removed after restarting the computer. Also note that "Username" referred to below is the name you use when logging into Windows.

 

a. You may need to follow these steps to see the "App Data" folder listed below

* Go to Start and click on Computer.

* Press and let go of the "Alt" Key.

* Click on Tools and then Folder Options.

* Go to the View Tab.

* Check the radio button that states: "Show Hidden Files and Folders".

* Click Apply and then Ok.

 

C:\Program Files\Roxio

C:\Program Files\Sonic

C:\Program Files\Common Files\Roxio Shared

C:\Program Files\Common Files\Sonic Shared

C:\Users\Username\App Data\Local\Roxio

C:\Users\Username\App Data\Local\Sonic

C:\Users\Username\App Data\Roaming\Roxio

C:\Users\Username\App Data\Roaming\Sonic

 

 

Empty the recycle bin once the steps above are completed.

 

4. Remove these keys from the registry:

 

WARNING: THE NEXT STEP INVOLVES EDITING YOUR SYSTEM REGISTRY. WE STRONGLY RECOMMEND YOU EXPORT YOUR REGISTRY BEFORE ATTEMPTING ANY EDITING. EDITING YOUR REGISTRY INCORRECTLY CAN CAUSE IRREPARABLE SYSTEM DAMAGE.

 

To export a copy of your registry, please do the following

* Click on Start --> Type "regedit" in the Search field and press Enter on your keyboard.

* Locate and left click File in the upper left hand corner of the Registry editor.

* Click Export (Export range "All" should be selected).

* Choose a location on your hard drive and give the file a name.

* Click Save. Your registry should now be backed up in a .reg file to the location you specified

 

 

Registry Edit instructions:

 

Click on Start --> Type "regedit" in the Search field and press Enter on your keyboard.

* Double-click the HKEY_CURRENT_USER folder this will expand or open the folder.

* Locate the Software folder.

* Locate the Roxio folder.

* Right click on Roxio and click delete.

* Do the same for the Sonic folder (if present).

* Close the HKEY_CURRENT_USER folder.

 

Do the same for the HKEY_LOCAL_MACHINE folder.

 

 

* Double-click the HKEY_LOCAL_MACHINE folder this will expand or open the folder.

* Locate the Software folder

* Locate the Roxio folder

* Right click on Roxio and click delete.

* Do the same for the Sonic folder (if present).

* Close the HKEY_LOCAL_MACHINE folder.

 

5. Go to Start>Control Panel>User Accounts. Choose your user account, and then turn off User Account Control (UAC).

 

6. Restart the computer.

 

7.) Feel free to run your registry cleaner if you have one.

 

 

8. Re-install.

 

 

 

 

 

 

 

 

December 27 of the S.O.S diaries (see below):

Just thought I would update - It is now 5 days from the date I started my woes. I now have under my belt a system restore, re-installation of all software (with their own oddities attached) a re-establishment of a network etc etc and surprise surprise, Roxio has not yet responded to my ticket. I understand with the festive season in the middle, but come on!! After having put myself in better spirits by consuming several glasses of 20-year old port, I thought, hey, how bad can it be, let's try it again. You guessed it again . . . It ERRED!! I think I am going to add the cost of hair dye to my lawsuit of Roxio. I am sure I spotted a few extra greys after this. The suggestion listed by GrandpaBruce is not dissimilar to the one suggested in the forums (fori??? plural) whereby you copy the contents off the disk into a temp folder and run it off your hard drive. Nice try but no go. Needless to say, no one has contacted me about a refund either.

S.O.S.

 

December 24:

OK, these are the days of my life . . . Another day with Roxio and a few more gray hairs. Roxio has finally responded to my ticket, but alas, with suggestions that I followed out of the forum many many hours ago. If anything ever comes out of this, other than an attempt at return, I'll be sure to post the solution for those poor schleps going through the same trauma.

 

S.O.S.

 

December 23

The war continues. Another wasted 10 hour or so, did a full system recovery and installed EMC as one of the early programs so as to avoid any conflicts with other software. Amazingly enough, IT STILL ERRED!!! - got the "installation interrupted" error. I am now officially at whit's end. No support from Roxio in sight. I think I am going to sue Roxio for the emotional trauma and the costs of therapy now required.

 

S.O.S.

 

December 22

OK - another few hours later, still no Roxio tech support. I also tried the pinned suggestion at http://forums.support.roxio.com/index.php?showtopic=27803

 

It also did not work. I purchased it in the store, and am making inquiries as to refund (Good Luck to me)

 

S.O.S.

 

December 22:

I have been picking through forums all day today to no avail. I have cleaned the registry, removed any old programs as well as Sonic, have disabled startup and service programs, disabled firewall, virus etc. etc. even found a tip in a forum to install EMC 10 as custom and not install the sonic component due to incompatibility problems. Also did the clean install and followed all the regedit instructions in Roxio support. It is now 9 hours later, and still no results. I am running Vista Home Premium. For some time now, I have had the windows installer pop up trying to install Sonic Cineplayer Decoder Pack. The installer opens on its own. Any connection? But above all, any ideas?

 

S.O.S.

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December 29

Two more days have passed and Roxio sent me an e-mail with yet another suggestion that didn't work. Although it didn't work for me, I will post it anyways - perhaps it might assist someone else. Roxio will not take the product back. I am out of a 100 bucks and a product I can't install + I am still within the 30 days....

 

Here is the URL that I used to get a refund:

 

https://www.findmyorder.com/servlet/SecureC...mp;Locale=en_US

 

Good luck.

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From one "Newbie" to another, thanks for the suggestion. However, since I bought my software from Bestbuy and not Online, it seems that Roxio does not want to refund any product purchased from a store. Accordingly, here is my suggestion for anyone contemplating purchasing this software, BUY IT ONLINE, at least you stand a chance at returning it and don't get hit with a 100 loss!!

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January 2

 

Things are now getting silly. Roxio is suggesting things they have already suggested or making suggestions in re software I have not indicated I have installed on my unit + they continue to close my ticket. Still no hope at installation in sight!! It has now been 10 days and counting. Cust. Serv. has confirmed that they have no intention of refunding my $. Now I know why people pirate software.

 

S.O.S.

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Return it to Best Buy. They have the best return policy.

Don't want to argue but Best Buy will not take back opened software. Only exchange it for the identical title. At least the one I frequent.

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Barryware is correct. BestBuy actually has a sign up which says that they won't take back opened software. However, it seems to me that if the retailer won't take back their product, and Roxio tech assist can't get the thing to install, at the least Roxio should take it back. They take back their online product, why not the product purchased in a store?

 

S.O.S.

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Barryware is correct. BestBuy actually has a sign up which says that they won't take back opened software. However, it seems to me that if the retailer won't take back their product, and Roxio tech assist can't get the thing to install, at the least Roxio should take it back. They take back their online product, why not the product purchased in a store?

 

S.O.S.

How does that work with a Chevy?

 

My dealer won't take it back, but GM will???

 

Will that work with Vista?

 

If I buy it at Staples, will MS take it back???

 

Does any company do that?

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The official policy does not allow for returns for products purchased from other than Roxio.

 

"

 

Sonic Solutions offers a 15 day money back guarantee on all of our ESD products and a 30-day money back guarantee on all of our physical products purchased from our eStore. To request a refund, please call 1-800-656-5443 or go to www.findmyorder.com and login with your order details then click Return.

 

Sonic Solutions will refund the actual price paid by the user for the product. Taxes and shipping will not be refunded.

 

To qualify, all components of the product must be returned to Digital River via a Return Merchandise Authorization Number or, in the case of an electronic purchase, a Letter of Destruction must be completed and received prior to the credit being processed.

 

Purchases made from vendors other than Roxio are subject to the return and/or refund policies of the vendor and cannot be returned through Roxio or Digital River."

 

http://www.roxio.com/enu/support/service/cs_refund.html

 

If I buy it at Staples, will MS take it back???

 

Does any company do that?

 

MS does

 

http://www.microsoft.com/mscorp/productrefund/refund.mspx

 

"All software and hardware products that you purchased in the United States or Canada (North America) come with a Microsoft 45-Day Money-Back Guarantee. Microsoft will refund your purchase price subject to policy guidelines and warranty and license agreement provisions."

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That particular MS 'offer' only came about after a few small claims court cases where people did NOT want Windows pre-installed on a computer - they preferred Linux and MS were pushed into a 'refund' policy

 

However, the amount of hoops neded to be jumped through to get that would keep a circus going for years

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How does that work with a Chevy?

 

My dealer won't take it back, but GM will???

 

Will that work with Vista?

 

If I buy it at Staples, will MS take it back???

 

Does any company do that?

 

 

James,

 

Too bad we don't have a lemon law for software like the states have for autos.

http://www.nationallemonlawcenter.com/

 

Never figured out a way to install unopened software.

LarryRed

Edited by LarryRed

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That particular MS 'offer' only came about after a few small claims court cases where people did NOT want Windows pre-installed on a computer - they preferred Linux and MS were pushed into a 'refund' policy

 

However, the amount of hoops neded to be jumped through to get that would keep a circus going for years

After following the provided link posted by Aprasad.... I don't see any hoops but then again I never tried to return anything directly to MS. Seems pretty simple though. Even covers hardware.

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That particular MS 'offer' only came about after a few small claims court cases where people did NOT want Windows pre-installed on a computer - they preferred Linux and MS were pushed into a 'refund' policy

 

However, the amount of hoops neded to be jumped through to get that would keep a circus going for years

 

Microsoft's refund policy stated in the link says:

 

"What Products Are Not Eligible for a Refund?

Original Equipment Manufacturer (OEM) software preloaded on a PC (contact the PC manufacturer)

Original Equipment Manufacturer (OEM) software sold separately from PC (contact the reseller or retailer)"

 

Looks like the refund policy would not prevent the small claims court cases as pre-installed (aka OEM) are not covered by the refund policy since they are referred to the PC manufacturer or reseller or retailer.

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January 3

Roxio now wants me to call them and spend more money on them!! AMAZING!! A thank you to all those who had useful suggestions for an attempt at return. My guess is that I am stuck with this junkie product and bad customer service. Nevertheless should the Red Sea part and solution drop out of the sky, I will post it.

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I am replying to my own message. I started a new post, however, for whatever reason, Roxio felt it had to remove that post. I had written the following:

 

I have determined the Roxio Installation problem to be connected to registry key permissions. I installed EMC9 (on a vista machine knowing that it wouldn't run). However, as 9 installs, it ID's the registry keys that it is attempting to access. I changed the permissions on those keys and 9 installed fine.

 

For EMC10, Roxio no longer ID's the keys. Unfortunately, 10 accesses different keys than 9. If anyone knows what keys 10 is attempting to access, this installation issue can finally be resolved. It has now been 3 months I have been trying to install this software.

 

S.O.S.

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Same problem with my XP. I have owned previous versions (6.0 and 7.5) that worked great. I upgraded to version 10 via on line. I immediately got the NTLDR problem and could not correct. I worked this problem for several days with no luck. Finally Roxio refunded my money on EMC10. This was before the update. I was told that version 10.0.1.xxx fixed the problem so I purchased the newer version from Target for a good price. This was a DVD and not CD's. It would not install at all. I followed the instruction form Roxio's site on remover of any reference to Roxio, Sonic and EMC from the computer. The install then worked. Since I had previous problems before, I accessed most of the application in EMC10 and they appeared work okay. However, like others, I ran my weekly registry cleaner and guess what, no EMC10 applications would run.

 

So who is at fault, Roxio or Registry Mechanic? :blink:

 

And what is in the registry that has to be exempt from being "cleaned" and how do you prevent it?

Can it be added back to the registry easily once cleaned? I do not want to have to re-install EMC10?

 

As a side question, are registry cleaners really neccessary?

Edited by jimbob55

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Same problem with my XP. I have owned previous versions (6.0 and 7.5) that worked great. I upgraded to version 10 via on line. I immediately got the NTLDR problem and could not correct. I worked this problem for several days with no luck. Finally Roxio refunded my money on EMC10. This was before the update. I was told that version 10.0.1.xxx fixed the problem so I purchased the newer version from Target for a good price. This was a DVD and not CD's. It would not install at all. I followed the instruction form Roxio's site on remover of any reference to Roxio, Sonic and EMC from the computer. The install then worked. Since I had previous problems before, I accessed most of the application in EMC10 and they appeared work okay. However, like others, I ran my weekly registry cleaner and guess what, no EMC10 applications would run.

 

So who is at fault, Roxio or Registry Mechanic? :blink:

 

And what is in the registry that has to be exempt from being "cleaned" and how do you prevent it?

Can it be added back to the registry easily once cleaned? I do not want to have to re-install EMC10?

 

As a side question, are registry cleaners really neccessary?

All Three are at fault. Roxio for choosing such a frail method, Reg Cleaners that are overzealous, and users that do not pay attention to or perhaps even understand the software they are running…

 

Do you need one? Not sure what good it is supposed to do. We have 1,500 PCs where I work of which, not a single one has ever had a Reg Cleaner run on it…

 

I ran one around 1996 and it was fatal to that PC! That PC is still running now, 24/7, but no Reg Cleaner has ever been used on my PC's since then…

 

Interesting note, that Reg Cleaner I used was purchased by Norton!

 

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