19 replies to this topic

[Soccerdad]

Purchased the BluRay plugin to allow me to author BluRay and burn but it won't install.
Tell's me that setup cannot find a valid version of the software to upgrade.
New Dell i7 Win 7 Pro only 3 weeks old. Purchased Roxio Creator 2011 with the laptop thru Dell.
Verified that Roxio Creator 2011 is up to date. It is.  Updated Windows to make sure it has all patches. It does.
Been going thru this with Roxio support.  They've escalated it to Level 2, whatever that means.
Anybody have this issue.  Any help would be appreciated.

[sknis]

Soccerdad, on 19 August 2011 - 01:15 PM, said:

Purchased the BluRay plugin to allow me to author BluRay and burn but it won't install.
Tell's me that setup cannot find a valid version of the software to upgrade.
New Dell i7 Win 7 Pro only 3 weeks old. Purchased Roxio Creator 2011 with the laptop thru Dell.
Verified that Roxio Creator 2011 is up to date. It is.  Updated Windows to make sure it has all patches. It does.
Been going thru this with Roxio support.  They've escalated it to Level 2, whatever that means.
Anybody have this issue.  Any help would be appreciated.

Post a screen shot of the "about"  page of the Creator 2011you bought.  Sometimes Dell (and others) sell special versions of the software.  Do you have any problems with the Creator 2010 software except for the blu-ray update?  Is this what you bought?

Edited by sknis, 19 August 2011 - 01:51 PM.

[gi7omy]

When you post a screen dump - make 100% certain that any CD key is erased on the shot before posting please

[Jim_Hardin]

gi7omy, on 19 August 2011 - 10:29 PM, said:

When you post a screen dump - make 100% certain that any CD key is erased on the shot before posting please

Like this:

 Image1.jpg   155.72K   2 downloads

Then call it "Serial Number" in the About  

[Soccerdad]

Hi,
I purchased a new Dell XPS and have had it for about 3 weeks.  I purchased Roxio Creator 2011 when I purchased the laptop thru Dell. I was charged for it.
It came in with it and I can edit and run Creator 2011 fine.  I have a bluray burner on the laptop and want to burn BluRay. I went to Roxio's site, purchased the BluRay plugin to author BluRay (burn discs).
I purchased it, got a receipt and order number. They sent me the link (automated) to download the plugin.  I downloaded and when I go to install I get this error:
Setup cannot find a valid version of the software to upgrade.

I've had discussions with a couple of Roxio support folks and am very disappointed.  It's been 3 days and all I've gotten is that the ticket has been escalated to Level 2.  

I've sent them screenshots of the Roxio version and specific diagnostics they had me run.  

This is so frustrating for a $19 plugin that should have come with the app to begin with.

If anyone has a fix, please let me know.

Dell XPS
i7, 8GB RAM, Win 7 Pro  (Roxio and OS are fully up to date)

[Soccerdad]

I attached my file but it's not showing... It was a .jpg of the screenshot of the Roxio 2011 version, etc.

[sknis]

Soccerdad, on 22 August 2011 - 05:23 AM, said:

Hi,
I purchased a new Dell XPS and have had it for about 3 weeks.  I purchased Roxio Creator 2011 when I purchased the laptop thru Dell. I was charged for it.
It came in with it and I can edit and run Creator 2011 fine.  I have a bluray burner on the laptop and want to burn BluRay. I went to Roxio's site, purchased the BluRay plugin to author BluRay (burn discs).
I purchased it, got a receipt and order number. They sent me the link (automated) to download the plugin.  I downloaded and when I go to install I get this error:
Setup cannot find a valid version of the software to upgrade.

I've had discussions with a couple of Roxio support folks and am very disappointed.  It's been 3 days and all I've gotten is that the ticket has been escalated to Level 2.  

I've sent them screenshots of the Roxio version and specific diagnostics they had me run.  

This is so frustrating for a $19 plugin that should have come with the app to begin with.

If anyone has a fix, please let me know.

Dell XPS
i7, 8GB RAM, Win 7 Pro  (Roxio and OS are fully up to date)

We are not support ! Make3 the jpeg smaller.

Edited by sknis, 22 August 2011 - 05:44 AM.

[Soccerdad]

It's 28K. Not sure how small it needs to be.  shot1.jpg   25.99K   0 downloads

[Soccerdad]

Full screenshot

Attached Files

•  shot1.jpg   147.8K   0 downloads

[Soccerdad]

Roxio told me that the BluRay plugin to author (burn) blu ray DVD's is not compatible with the OEM version (the version Dell installs when purchased with a new PC) of Creator 2011.
I called Dell and they told me the OEM version that's purchased supports BluRay burning and it's included.  I thought, great, I'll give it a shot.
When I go to create a DVD, the BluRay selection is grayed out.  Only choices are DVD, VCD/SVCD and AVCHD... It shows Blu Ray but it won't let me select.
Does anyone else have this issue?
Is there another way to tell it you want to burn a BluRay?

[myguggi]

Soccerdad, on 23 August 2011 - 12:06 PM, said:

Roxio told me that the BluRay plugin to author (burn) blu ray DVD's is not compatible with the OEM version (the version Dell installs when purchased with a new PC) of Creator 2011.
I called Dell and they told me the OEM version that's purchased supports BluRay burning and it's included.  I thought, great, I'll give it a shot.
When I go to create a DVD, the BluRay selection is grayed out.  Only choices are DVD, VCD/SVCD and AVCHD... It shows Blu Ray but it won't let me select.
Does anyone else have this issue?
Is there another way to tell it you want to burn a BluRay?

Why not go to Dell and ask them why you can't burn BlueRay as they claim? I suspect that the person you spke to at Dell doesn't know what he/she is talking about.
Since it is a Dell OEM version they are responsible for any issues you are having. That is part of the agreement they made with Roxio.

Looking at your screenshot above, it looks like you have the Standard version which does not have the capability to burn "video" BlueRay discs but you may be able to burn data to BlueRay discs. To authour video BlueRay discs you need the "High-def Blu-ray Disc Plug-in"

Edited by myguggi, 23 August 2011 - 12:40 PM.

[Jim_Hardin]

Taht is all you can do...

I have never heard of Dell having any Creator 2011 as an OEM though

They used to have one based on EMC 10 and have one they called "Starter" which is based on Creator 2010, version 12.1.xx.x but yours looks like a seperate purchase of Creator 2011 and carries the proper version number

Do you have the Box for it?

Which one does it look like?

 2011 Boxes.jpg   62.08K   0 downloads

[Shuswapmike]

Did you get this resolved?  I have the same problem.  Sounds like I have almost same computer as you.  Dell XPS with bluray burner.  I bought Roxio 2011 separately.  Roxio does recognize the blank bluray disc.

[gi7omy]

Which version of Creator 2011 do you have? The 'pro version has the blu-ray plug-in, the other version dosn't and that had to be purchased separately.

Additionally, for Blu-Ray video, there was another plug-in but with the movie companies constantly changing the encryption that has since been withdrawn

[DocRock54]

Soccerdad, on 23 August 2011 - 12:06 PM, said:

Roxio told me that the BluRay plugin to author (burn) blu ray DVD's is not compatible with the OEM version (the version Dell installs when purchased with a new PC) of Creator 2011.
I called Dell and they told me the OEM version that's purchased supports BluRay burning and it's included.  I thought, great, I'll give it a shot.
When I go to create a DVD, the BluRay selection is grayed out.  Only choices are DVD, VCD/SVCD and AVCHD... It shows Blu Ray but it won't let me select.
Does anyone else have this issue?
Is there another way to tell it you want to burn a BluRay?

Soccerdad - did you ever get this resolved?  I'm in exactly the same boat as you.  I'm a newbie, got Creator 11 with virtually an identical Dell.  I have the Blu-ray choice grayed out.  I've e-mailed Dell, and all they do is refer me to technical support, when all I need to know is should the plug-in have come with the already installed software.  Roxio has been even less helpful, since they don't send you a new e-mail with a link when they have replied to your last post.  They haven't seemed to understand what my issue was, despite multiple attempts.  I finally asked if I could simply purchase the plug-in, only to be told that the plug-in is no longer available.  That's hard to believe, given the computer's only two months old.  Why sell software that you can't update?  In any event, can you tell me what you did?  It seems like Roxio is not-so-subtly pushing us to buy Creator 2012, just so we can use all the tools of Creator.

[sknis]

DocRock54, on 06 December 2011 - 07:42 PM, said:

Soccerdad - did you ever get this resolved?  I'm in exactly the same boat as you.  I'm a newbie, got Creator 11 with virtually an identical Dell.  I have the Blu-ray choice grayed out.  I've e-mailed Dell, and all they do is refer me to technical support, when all I need to know is should the plug-in have come with the already installed software.  Roxio has been even less helpful, since they don't send you a new e-mail with a link when they have replied to your last post.  They haven't seemed to understand what my issue was, despite multiple attempts.  I finally asked if I could simply purchase the plug-in, only to be told that the plug-in is no longer available.  That's hard to believe, given the computer's only two months old.  Why sell software that you can't update?  In any event, can you tell me what you did?  It seems like Roxio is not-so-subtly pushing us to buy Creator 2012, just so we can use all the tools of Creator.

Did you indeed pay for Creator 2011 or was there a OEM version that came with the Dell.   That OEM version burns only blu-ray data discs and not Movie discs.  

What is no longer available is the blu-ray add on to CinePlayer to play commercial blu-ray discs regardless of what version of CinePlayer you have.

Call Roxio sales during their normal working hours.

[gi7omy]

If you wqant to be notified for replies, go to control panel, notifications, options and tick the relevant boxes

[DocRock54]

sknis, on 07 December 2011 - 02:12 AM, said:

Did you indeed pay for Creator 2011 or was there a OEM version that came with the Dell.   That OEM version burns only blu-ray data discs and not Movie discs.  

What is no longer available is the blu-ray add on to CinePlayer to play commercial blu-ray discs regardless of what version of CinePlayer you have.

Call Roxio sales during their normal working hours.

Thanks for your reply.  RE: OEM version - I told support I was willing to pay for the plug-in.  After numerous exchanges they finally said that the plug-in was no longer available, and they didn't say for which product (though I specified Creator).  I'm puzzled that I couldn't get the help I needed by e-mailing support and now have to call sales.  After all this, I am not hopeful that I'll get an answer from them either.

[DocRock54]

gi7omy, on 07 December 2011 - 07:42 AM, said:

If you wqant to be notified for replies, go to control panel, notifications, options and tick the relevant boxes

Thanks.  I did.

[DocRock54]

DocRock54, on 11 December 2011 - 07:39 PM, said:

Thanks for your reply.  RE: OEM version - I told support I was willing to pay for the plug-in.  After numerous exchanges they finally said that the plug-in was no longer available, and they didn't say for which product (though I specified Creator).  I'm puzzled that I couldn't get the help I needed by e-mailing support and now have to call sales.  After all this, I am not hopeful that I'll get an answer from them either.

Just another update.  I spent >1 hour on the phone today with Dell technical support.  He was very patient, but it took most of that time for him to understand the issue.  You would think this is a common enough concern that Dell would  make their tech support people aware of it.  Long story short - he suggested I buy Creator 2012 and he would help me get reimbursed for the 2011 product.  I'm sorry - that's just too much trouble.  I don't mind not being able to burn BD nearly as much as the time I've wasted trying to figure out where the issue was.  Some guidance from either Dell or Roxio, letting me know the product doesn't support burning BD movies would have been much appreciated.