7 replies to this topic

[dapperp]

Hi
I hope some one here can help me. I have been contacting Roxio Customer Support pretty well daily for some two weeks. Each time I get a response, it is from a different person who seems to take no account of what has gone on before. They keep telling me to do the same things that I have done over and over to the letter. I will be very grateful if there is someone here who can help me right my problems. I have had a number of versions of Roxio over the years and have loved it. I need to get it working again asap.
My Problem: I installed Roxio Creator 2010 Pro from a disc purchased from Amazon about a year ago. Installed no problem. About 9 months ago I upgraded from Windows Vista to W 7 Ultimate. Roxio continued to work fine. About 6 weeks ago the initial welcome interface no longer came up when I clicked on the Roxio Icon. This was a nuisance but no great problem since all the component applications eg Creator Classic could be accessed and they worked fine. About 3 weeks ago when I tried to start an application I got "Certificate file missing or corrupted". I tried to uninstall with a view to re-installing. Windows Control Panel got as far as "Configuring Roxio 2010 .." and then Error 04C7 and it stopped. I tried Revo Uninstaller at its highest setting - When doing the first bit - uninstall using the application's installer I got a message "Unable to find Certificate File". Clicking OK, Revo continued and I deleted all the files and directory elements it found.
I then tried to reinstall Roxio. As soon as it got to "Configuring Roxio 2010 ..." I got the message "Unable to find Certificate File". Clicking OK the install continued and eventually reported that it had installed successfully. However when I tried to start Roxio I got the message "Roxio has encountered a problem and will close". Trying an individual component application I get "Certificate file missing or corrupted".
I have tried all the things suggested by Customer Support - disabling Startup Services and Applications, deleting the files of Roxio and Sonic, making sure that Kaspersky was turned off not just paused. I have carried out all of processes in Knowledge Base 000266, 000207CR, 000244CR, 000275CR, 000080GN, 00042GN etc.
I have done these things over and over. I even tried all of them in Safe Mode with networking - to no avail. With each variation I tried installing both from my disc and from a copy on my Desktop (copied with Kaspersky turned off).
The problem seems to be the certificate file issue. I have tried the Missing Certificate File Fixit but when I click on the Reset License and Timelocks button I get a two tone sound and nothing happens excetthat the light showing hard drive activity goes mad. I have waited for about 30 minutes but nothing seems to have happened. When I have tried it again and checked with Windows Task Manager the Activation File shows as "Not Responding" about 10 secs after the button is clicked.
I don't understand what the certificate file is - or where it is to be found either on the installation disc or on my computer. The Fixit isn't working. Can you help me to fix it manually? Or has anyone any other suggestions. Sorry to have made this so long. I have spent hours on this - my computer must have been restarted more times in the past two weeks than in the preceding six months!
As a lst resort I am contemplating doing a clean reinstall of my Windows 7 - even though that will mean all my programs as well. One last thing - when I put a blank CD or DVD in a DVD drive my computer says it doesn't recognise it so I can't burn anything with any programs. I have tried disabling and enabling the drives and updating drivers but nothing works.
PLEASE HELP IF YOU CAN.

[myguggi]

dapperp, on 05 August 2011 - 07:25 AM, said:

Hi
I hope some one here can help me. I have been contacting Roxio Customer Support pretty well daily for some two weeks. Each time I get a response, it is from a different person who seems to take no account of what has gone on before. They keep telling me to do the same things that I have done over and over to the letter. I will be very grateful if there is someone here who can help me right my problems. I have had a number of versions of Roxio over the years and have loved it. I need to get it working again asap.
My Problem: I installed Roxio Creator 2010 Pro from a disc purchased from Amazon about a year ago. Installed no problem. About 9 months ago I upgraded from Windows Vista to W 7 Ultimate. Roxio continued to work fine. About 6 weeks ago the initial welcome interface no longer came up when I clicked on the Roxio Icon. This was a nuisance but no great problem since all the component applications eg Creator Classic could be accessed and they worked fine. About 3 weeks ago when I tried to start an application I got "Certificate file missing or corrupted". I tried to uninstall with a view to re-installing. Windows Control Panel got as far as "Configuring Roxio 2010 .." and then Error 04C7 and it stopped. I tried Revo Uninstaller at its highest setting - When doing the first bit - uninstall using the application's installer I got a message "Unable to find Certificate File". Clicking OK, Revo continued and I deleted all the files and directory elements it found.
I then tried to reinstall Roxio. As soon as it got to "Configuring Roxio 2010 ..." I got the message "Unable to find Certificate File". Clicking OK the install continued and eventually reported that it had installed successfully. However when I tried to start Roxio I got the message "Roxio has encountered a problem and will close". Trying an individual component application I get "Certificate file missing or corrupted".
I have tried all the things suggested by Customer Support - disabling Startup Services and Applications, deleting the files of Roxio and Sonic, making sure that Kaspersky was turned off not just paused. I have carried out all of processes in Knowledge Base 000266, 000207CR, 000244CR, 000275CR, 000080GN, 00042GN etc.
I have done these things over and over. I even tried all of them in Safe Mode with networking - to no avail. With each variation I tried installing both from my disc and from a copy on my Desktop (copied with Kaspersky turned off).
The problem seems to be the certificate file issue. I have tried the Missing Certificate File Fixit but when I click on the Reset License and Timelocks button I get a two tone sound and nothing happens excetthat the light showing hard drive activity goes mad. I have waited for about 30 minutes but nothing seems to have happened. When I have tried it again and checked with Windows Task Manager the Activation File shows as "Not Responding" about 10 secs after the button is clicked.
I don't understand what the certificate file is - or where it is to be found either on the installation disc or on my computer. The Fixit isn't working. Can you help me to fix it manually? Or has anyone any other suggestions. Sorry to have made this so long. I have spent hours on this - my computer must have been restarted more times in the past two weeks than in the preceding six months!
As a lst resort I am contemplating doing a clean reinstall of my Windows 7 - even though that will mean all my programs as well. One last thing - when I put a blank CD or DVD in a DVD drive my computer says it doesn't recognise it so I can't burn anything with any programs. I have tried disabling and enabling the drives and updating drivers but nothing works.
PLEASE HELP IF YOU CAN.

I assume you have tried some of the recommendation "pinned" at the top of this forum?

[dapperp]

myguggi, on 05 August 2011 - 07:52 AM, said:

I assume you have tried some of the recommendation "pinned" at the top of this forum?

Yes - have tried all that seemed appropriate - and some more!

[jonatsonic]

Hi Dapperp

It sounds like you have tried just about everything.

By now, I'm sure you have read that "certificate file" errors are usually bad installs and are *usually* remedied with Clean installs (XP or Windows Vista/7).

One thing you can also try is installing the software under as another user (administrator on your computer). This will create a "clean state" and may help reduce any install issues.

Jon

[dapperp]

jonatsonic, on 05 August 2011 - 09:56 AM, said:

Hi Dapperp

It sounds like you have tried just about everything.

By now, I'm sure you have read that "certificate file" errors are usually bad installs and are *usually* remedied with Clean installs (XP or Windows Vista/7).

One thing you can also try is installing the software under as another user (administrator on your computer). This will create a "clean state" and may help reduce any install issues.

Jon

Thanks Jon
One of the things Roxio Customer Support told me to do was to create a new user administrator account "Roxio" and try in that. This I did but still got the same results. Have tried 000207CR (the link above. Followed it to the letter but did not resolve issue.

Edited by dapperp, 06 August 2011 - 02:27 AM.

[jonatsonic]

dapperp, on 06 August 2011 - 02:21 AM, said:

Thanks Jon
One of the things Roxio Customer Support told me to do was to create a new user administrator account "Roxio" and try in that. This I did but still got the same results. Have tried 000207CR (the link above. Followed it to the letter but did not resolve issue.

Wow. This is a tough one. I'm going to escalate this and let the agents know that you have tried clean installs and the new account so you don't get a repeat suggestion.

Jon

[dapperp]

Thanks Jon

V grateful for anything you can do.

David

[petecpsu]

dapperp, on 10 August 2011 - 02:47 AM, said:

Thanks Jon

V grateful for anything you can do.

David

I have the same problem and have been trading e-mails daily with support for over a week. Got a new guy today and he told me:

I would like to inform you that, do the clean uninstall the software and reinstall by following the steps in the link given below. I would request you to take the backup of the files before uninstalling the software.

http://kb.roxio.com/...S=set-locale=en

Sincerely,
Mac,