8 replies to this topic

[Retired]

OK so like lots of you I have a problem with reinstalling 2009 ultimate. I have done all the clean uninstall bit tried to reload six times. (yep mad I know). I have sent tickets five in all and the only resonses. "We have received your ticket please try one of these tools." i.e discussion forums etc. I went there first. I even tried ROXAn and all I got from that is you cannot be cleaning up properly.
After a couple of days "we have closed this ticket."
WHY!!!! they haven't dealt with the problem!!
Then they have the cheek to ask for a satisfaction survey which they won't read anyway. CRAP programme, crap service.

[myguggi]

OK so like lots of you I have a problem with reinstalling 2009 ultimate. I have done all the clean uninstall bit tried to reload six times. (yep mad I know). I have sent tickets five in all and the only resonses. "We have received your ticket please try one of these tools." i.e discussion forums etc. I went there first. I even tried ROXAn and all I got from that is you cannot be cleaning up properly.
After a couple of days "we have closed this ticket."
WHY!!!! they haven't dealt with the problem!!
Then they have the cheek to ask for a satisfaction survey which they won't read anyway. CRAP programme, crap service.

So what is your problem? Nice rant but no substance in post

[Retired]

So what is your problem? Nice rant but no substance in post

You clearly haven't read my "Rant" properly.The problem is eveything is automated but there really is no human being at the other end to deal with the problems I and (judging by the number of complaints) many others have in making the #$^@ program work. Beginning with non existent files and a front end that gets itself into a perpetual loop of attempts to update close down restart etc.

[Jim_Hardin]

OK, so far you have 2 Posts and have provided absolutely no information…

If you want help then post some detailed info on what your problem really is.

If you just here to rant & whine say so, so that nobody wastes their time trying to help you. We are more than happy to help someone who is actually seeking assistance.

Edited by Jim_Hardin, 11 August 2009 - 06:53 AM.

[sknis]

You clearly haven't read my "Rant" properly.The problem is eveything is automated but there really is no human being at the other end to deal with the problems I and (judging by the number of complaints) many others have in making the #$^@ program work. Beginning with non existent files and a front end that gets itself into a perpetual loop of attempts to update close down restart etc.

You have two options.  

1) Call them; the paid service will make a decision on whether your call should be a paid call or will be gratis.  Be nice and they might wave the fee for an installation issue.  If you do not want to pay, you can tell them that.
2) Use live chat.  That is active during their normal working hours.

There are real people there!

Where did you buy the software?  Directly from Roxio, from a big box store (in a box), a private seller or something like e-bay.   One suggestion.  Just in case you have a damaged disc, copy the discs to your hard drive and try installing from there. If you can't copy the disc, then return it to where you bought it for an exchange.  Most stores will do that.   If you care to provide your computer spec and a little more detail about when you get the problems,  perhaps, we can try to help you further.  

BTW, millions of people all over the world do not have problems installing the program.  Those that do usually come here for help and, if they are civil and provide information, go away happy.

[Retired]

You have accused me of simply ranting so for your information this is just part of the issue. As I have said no useful information other than the standard reply from some automated service came in response to this ticket number. I have three others with the same information that have since being closed with no assistance offered. That is my "rant" as you so clearly and incorrectly suggest.
Please read the following!
Roxio Ticket reply and my reply

772822
You asked the following information
A Roxio Agent has responded to your ticket! (# 772822)


Thank you for contacting Roxio Customer Care

For us to assist you more effectively, we will require some more information.

Could you kindly give us a more detailed description of your issue including

1. The steps you are taking

2. Any troubleshooting steps you have already tried

3. What number version of the software and what programs you are using and the software programs within the suite you are using.

4. The type of files you are working with

5. Error message(s) you receive (if any) or any symptoms like hanging or the program shutting down.

6. What Operating System you are currently using (i.e. Windows XP Professional, Mac OS 10.3.9)

Please read the following.
Trying (without success) to install run and use Roxio Creator 2009 Ultimate
First did the clean up as asked for. Then ran the file
FN56G010R14_Creator 2009Ultimate_11.0.Exe
This unpacks to somewhere on the hard drive. Then the welcome to wizard screen pops up continues with my imput to next and serial number.
First installs Microsoft.Net 3.5 the Directx 9 Runtime then SmartSound the the Roxio Cineplayer Disaster Recovery Backup BackOn Track Activation Module.
Then reboots.
Then the fun begins
Click on roxio icon yellow splash screen starts then message "needs to update files cannot do this with program running will require reboot" etc. Meantime also looking for RCPROD.msi. Message "the feature you are trying to use is on a network resource that is unavailable."
Go to browse RCPROD.msi program is where the stupid program is looking try again. same message. cancel three times wants me to point it to a valid version. (unfortunately its the one you gave me with the */*/* FN56G010R14_Creator 2009Ultimate_11.0.Exe program in the direct download version).
Still having cancelled now another four times the menu splash screen starts up (looking hopeful).
I try the video package. Runtime errors with modules video core and VCGProxyFile Manager 11.exe

Since then I have unpacked the main program to a seperate drive and folder and even pointed the search to the appropriate files but with no further success.
I have tried their chat site. I get about 30 seconds and then they hang up, and no, I have not been rude to anyone on their site. Simply asked for help. Tried again straight away but of course get a new tech rep and the whole thing starts again.

[Jim_Hardin]

To start with, on this site we are just users like yourself – we don’t work for Roxio and have no access to your records.

I am wading through the Copy & Paste trying to get a clear picture of where you are at…

Still fuzzy to me, but I think you are saying you don’t have it installed yet???

And I am guessing you have a download version and not disc? (make sure you have the Content download too! Will need it after the program is installed)

Please confirm or correct that before we try to give you any advice on steps to take from here.

[Retired]

OK. The history. Currently this program is not installed due to its non-operabilty
I have (successfully) had this program running on this amchine. Then I had to reinstall the OS Windows Vista. Although all other programs reinstalled fine this one didn't.
Yes I have the downloaded version of 2009 ultimate. I have unpacked the downloaded file FN56G010R14_Creator 2009Ultimate_11.0.Exe to a separate folder using winrar. I have done all the clean uninstall suggestions and disabled my antivirus system (not too happy about that, Must make the system vunerable to attack). Gone into MsConfig and one all the disables there. Not too sure what you mean by Content download tool (assume that last word is tool by the way) It certainly doesn't appear to be a program in the unpacked folder. Is it a separate program?
Awaiting your reply with anticipation.

[Jim_Hardin]

You get 2 downloads from Roxio!

One is xxxxCreatorxxx the other is xxxxContentxxxx. The leading and trailing fluff are irrelevant… Actually there is probably even one more called xxxx3rdPartySWxxxx

However you won’t need the last 2 if you don’t get the Creator installed  

If you really want to try another Clean Install, I want you to go to this link and PRINT the instructions so you will follow them step by step. (they may have been updated since you were there) - Vista

If that does not work, Call tech support. There won’t be a charge for install problems so don’t be put off.

It can be cranky but it isn’t impossible  

Edited by Jim_Hardin, 13 August 2009 - 08:27 AM.