5 replies to this topic

[Boone Ra]

I purchased EMC 10 online a while ago. lately I couldn't get photo suite to work and roxio support told me to uninstall and reinstall, sending me the link to directions for uninstalling including deleting all files with "roxio" or "sonic". which I followed then you get to the bottom and it simply says reinstall EMC 10. well, how? I no longer have the downloaded installation files on my hard drive, can't find any links on the website to EMC 10 download files, and haven't had a response from support for a few days.

[Syrallas]

I purchased EMC 10 online a while ago. lately I couldn't get photo suite to work and roxio support told me to uninstall and reinstall, sending me the link to directions for uninstalling including deleting all files with "roxio" or "sonic". which I followed then you get to the bottom and it simply says reinstall EMC 10. well, how? I no longer have the downloaded installation files on my hard drive, can't find any links on the website to EMC 10 download files, and haven't had a response from support for a few days.

If you never bought the optional backup disc of the program, or burned a disc of it after you downloaded then cd summarized your situation well here

[Boone Ra]

well, this rather cold response seems to me unwarranted. I was following roxio support instructions faithfully, which never included advice that if I didn't already have a backup available I would be, as they say, in unfortunate excrement.

support finally did get back to me with a link to digital river where, it was promised, I could enter my order number and get the download. though when I tried it I got a message my 30 day window for the download had long ago expired. so I called them, and was told the same thing, but fortunately when I argued my point above the rep empathized with the injustice of my situation and allowed the re-download, which is taking place (hopefully successfully) right now

and I will try to make a backup this time, you bet

[Brendon]

Excellent work, arguing your case with Digital River. I'm glad it went well for you, but for most people it doesn't

Really the first thing you should do when you buy something via a download, is to buy a backup disc or store a copy someplace safe. I suspect that the company would rather have you buy the backup, and perhaps that's why they don't emphasize to make a copy.

We volunteers who aren't employed by Sonic, recommend making a copy if you don't buy the backup disc. It's rare that Digital River will give you a second chance, and the "cold response" [being the hard truth] is serving its purpose if it gets you angry enough to argue successfully or if it persuades other readers to back up immediately after download.

You were "up that well-known creek without a paddle", and I'm very glad you managed to get out safely.

Regards,
Brendon

[Sus]

I guess I am in the same situation........when I click on my desktop icon, nothing happens.  I chatted online with roxio support and he sent me instructions to clean installation of creator 9 and 10, but when I read the instructions, it says I will need the disc.  I have no disc.  oh, what to do???

[Syrallas]

I guess I am in the same situation........when I click on my desktop icon, nothing happens.  I chatted online with roxio support and he sent me instructions to clean installation of creator 9 and 10, but when I read the instructions, it says I will need the disc.  I have no disc.  oh, what to do???

The clean install first wipes your pc clean of roxio , while the second step of the clean install requires you to re-install the program.

Give Boone's approach a shot -- its the only way you'll get a version of the program w/o (again) paying for it.  Assuming that you, like the op, paid for the program rather than using a pre-installed version ....