[HuggyBear]

Anyone else found a solution to this problem? I have had a ticket open (then closed and now re-opened) with Roxio for over a month. It's been a joke (see below for the trail), but here is the issue:

OSX 10.5.4, powerbook, 4GB RAM, superdrive, 160GB HDD, 2.4GB core 2 duo, etc. fully updated. Toast 9.0.2.

Trying to convert video_ts files to psp, quicktime or any other format and receive the following error either immediately on start or within 5 or 6% of finish:

couldn't complete the last command because of a mac os error result code -50

-------------------

Now for how support has handled thus far (w/the entry on 9/10, they closed the ticket - amazing):

chenderson
9/10/2008

Thank you for Contacting Roxio Technical Support

To ensure that we can assist you as effectively as possible, please include the following information in your ticket

1. What Operating System you are currently using (Mac OS version)
2. The program suite you are using (i.e, Toast 8, Toast 9)
3. The program in the suite you are currently using (i.e. Data, Video, Audio, Copy)
4. Detailed information on any error messages you recieve, and the process you followed before that error message.
5. Information on your system including CPU speed, amount of RAM, Intel or PowerPC.
6. Information on your CD or DVD Drive, including Manufacturer, Model #, and current Firmware revision.
7. What version of QuickTime are you currently using?


Regards,

Roxio Technical Support
http://support.roxio.com


Have you tried our online self-service tools? For instant support, please try one of the tools below:

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

Knowledgebase - http://search.roxio.com/

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


Thank you for your comments and we appreciate the feedback

WebTicket
8/25/2008 Umm, I bought this software recently to do specifically this. Is there an ETA? The product is NOT working as advertised and seems unreasonable to make someone check back periodically for a fix to a CORE FUNCTIONALITY of the product. In fact, it's unreasonable to answer in this fashion or even sell a product that does not do what it's supposed to do.

This is analogous to selling me a car and on the way home I find out the headlights don't work and the manufacturer tells me it's a known issue and to check back periodically for a fix. Software should not be any different (in 2008) than any other commercial product.

Some type of ETA or general notice would be appreciated. There are a lot of people having this problem and in 45-minutes of searching forums and using google I found no indication of you knowing about this or a fix being imminent.

A response is appreciated. Thank you.
sfitzpatrick
8/25/2008

Dear Mr.Martin,



Thank you for contacting Roxio Support.



This is a known error. Our engineers are looking into a resolution. Please keep a regular check on the Roxio website for a fix for this.



I apologise for the inconvenience.



Regards,



Roxio Support Europe



WebTicket
8/24/2008 OSX 10.5.4, powerbook, 4GB RAM, superdrive, 160GB HDD, 2.4GB core 2 duo, etc. fully updated. Toast 9.0.2.

Trying to convert video_ts files to psp, quicktime or any other format and receive the following error either immediately on start or within 5 or 6% of finish:

couldn't complete the last command because of a mac os error result code -50

I've tried this on several different movies.

Thanks.

[Caffespresso]

Each time I got error 50 from Toast was because my original file was not fully supported. Toast should "refuse" them when you drag them within the project but, sadly, you have to wait for this Error 50 to know.

Hope it helps.

[HuggyBear]

Each time I got error 50 from Toast was because my original file was not fully supported. Toast should "refuse" them when you drag them within the project but, sadly, you have to wait for this Error 50 to know.

Hope it helps.

Appreciate the feedback, but don't think this is the issue (or perhaps you can elaborate on "not fully supported"?)... I have tried VIDEO_TS files from several different sources with the same result. Though, if this *is* the case, it is beyond sad to not simply return "This [insert text here] is not supported because [insert text here]".

I am a hobbyist (as I would suspect many are using this 'simple' piece of software) and do not have an 8 core machine. I use my 2.4GHz, 2-core, 4GB laptop for something like this occasionally, which means it takes several minutes to get to the error (depending on the source files and the day of the week it would seem).

I used to work for a company several years ago that measured customer satisfaction for Roxio. It was in the gutter compared to other software/technology (or about any other industry we measured) companies. Producing products like this and providing this level of 'support' makes it no surprise I guess (though you'd think they'd pay attention to survey results and get their act together). The positive side is they rated a couple points higher than several airlines :-)

This post has been edited by HuggyBear: 28 September 2008 - 10:46 AM

[Ed Wiser]

had this happen when I tried to burn a iMovie video to dvd.
Luckly I still had toast 8 installed and it worked just fine.

[HuggyBear]

Support's latest entry after re-opening the ticket. Added this (which does not work and is a waste of time) and closed the ticket. Amazing. I have re-opened the ticket. Hey, but at least they thank me for contacting support. That really helps me feel warm and fuzzy and as if they actually do care about the $90 I spent for the brick they sold me.

chenderson
9/29/2008 Thank you for contacting Roxio Technical Support

This error means there was an error in the Users Parameter list.

Please trash the following files, they will need to be removed from 2 locations(listed below):

com.roxio.Toast.plist
-and-
Roxio Toast Prefs

These files can be found at and will need to be removed from both of these locations:
Hard Drive/Library/Prefrences/
(user name)/Library/Prefrences/


Once these preferences are trashed, relaunch Toast.

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://www.roxio.com/enu/support

[PaulCookie]

Well guys I just I am wondering why since I update the OS to 10.5.5 its starting the error 50 because before it was working fine and I already delete the files that you guys says here and nothing still the same can you kindly tell me why I still got this error 50 after I update the OS from 10.5.2 to 10.5.5 ... Looking forward for your reply because I cant use the software any more waste 20 dvd to tried to fixed... and I did all the steps that you are saying here and nothing doesnt work at all..
Paul.

[tsantee]

Well guys I just I am wondering why since I update the OS to 10.5.5 its starting the error 50 because before it was working fine and I already delete the files that you guys says here and nothing still the same can you kindly tell me why I still got this error 50 after I update the OS from 10.5.2 to 10.5.5 ... Looking forward for your reply because I cant use the software any more waste 20 dvd to tried to fixed... and I did all the steps that you are saying here and nothing doesnt work at all..
Paul.

So this is happening when trying to burn a DVD from a VIDEO_TS folder, is that correct? Is it possible that anything is missing from the original VIDEO_TS folder if this is a ripped DVD? Have you tried Save as Disc Image?

[PaulCookie]

So this is happening when trying to burn a DVD from a VIDEO_TS folder, is that correct? Is it possible that anything is missing from the original VIDEO_TS folder if this is a ripped DVD? Have you tried Save as Disc Image?

Thank you for helping me.

Ok before I always save all my videos and folders ( data ) as a image and I could copy when ever I want to make a new one but now I cant make it from image to disk ( dvd ) even data or VIDEO_TS because I have it already as an image all my files where already converter on image and from there I cant make it back thats why I waste 20 DVD's because I thought was the file image but no it is the toast 9.02 that is the problem because I used finder to make a copy and its fine the drive is working but it copy as an image as well so I can say my drive its fine the problem is the toast 9.02 has a problem since I update to OS 10.5.5 .. so the problem for me is that I cant make any DVD ( data or VIDEO_TS ) from image to disk.
Paul.

[tsantee]

Thank you for helping me.

Ok before I always save all my videos and folders ( data ) as a image and I could copy when ever I want to make a new one but now I cant make it from image to disk ( dvd ) even data or VIDEO_TS because I have it already as an image all my files where already converter on image and from there I cant make it back thats why I waste 20 DVD's because I thought was the file image but no it is the toast 9.02 that is the problem because I used finder to make a copy and its fine the drive is working but it copy as an image as well so I can say my drive its fine the problem is the toast 9.02 has a problem since I update to OS 10.5.5 .. so the problem for me is that I cant make any DVD ( data or VIDEO_TS ) from image to disk.
Paul.

If you are using an external DVD burner then download and apply Apple's 10.5.5 combined system update. There are times when updating via Software Update causes odd problems with USB or Firewire that are fixed with the Combined update.

The only other thing I can think of is to trash the Toast plist and prefs files from your User>Library>Preferences folder and relaunch Toast to see if that may fix the issue.

[PaulCookie]

If you are using an external DVD burner then download and apply Apple's 10.5.5 combined system update. There are times when updating via Software Update causes odd problems with USB or Firewire that are fixed with the Combined update.

The only other thing I can think of is to trash the Toast plist and prefs files from your User>Library>Preferences folder and relaunch Toast to see if that may fix the issue.

Well i already tried and nothing its the same and the files I have it in my hard drive and when I will burn the DVD I will transfer first to the computer and then I will burn it but I cant do it any more here I know the files are ok because I tried in other computer and its fine can burn the DVD but not this one and all this happened after I update to 10.5.5 I really dont know why I cant burn any image any more with toast 9.02.
Paul.

[tsantee]

Well i already tried and nothing its the same and the files I have it in my hard drive and when I will burn the DVD I will transfer first to the computer and then I will burn it but I cant do it any more here I know the files are ok because I tried in other computer and its fine can burn the DVD but not this one and all this happened after I update to 10.5.5 I really dont know why I cant burn any image any more with toast 9.02.
Paul.

Try downloading the Toast 9.0.2 update again and reinstall the software. My sense is that something went a little wrong with your 10.5.5 update which is why I suggested downloading and applying the combined updater for 10.5.5. If you have DiskWarrior then run it to see if something needs repair. Or at least run the Disk Utility's repair (although that is far less helpful than using DiskWarrior).