21 replies to this topic

[BusIT]

I have a Dell Optiplex 990 with Roxio Creator Starter.  It has been uninstalled by us (IT) since the user will not be using the burner.  However, the user needs it now and we reinstalled it with the Backup Disc that came with the PC.  Now the user gets stuck on the Product Registration screen with the error "No Internet Connection".  The user is able to get on the internet just fine.  Attached is a screen shot of the message and to show the PC can go on the internet.  The program has been uninstalled/reinstalled a few times on the local administrator account.  Also, once on the Product Registration screen the Cancel button does not work.  To exit the screen, you have to go to task manager and end the Roxio program.

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[ogdens]

BusIT, on 25 November 2011 - 12:04 PM, said:

I have a Dell Optiplex 990 with Roxio Creator Starter.  It has been uninstalled by us (IT) since the user will not be using the burner.  However, the user needs it now and we reinstalled it with the Backup Disc that came with the PC.  Now the user gets stuck on the Product Registration screen with the error "No Internet Connection".  The user is able to get on the internet just fine.  Attached is a screen shot of the message and to show the PC can go on the internet.  The program has been uninstalled/reinstalled a few times on the local administrator account.  Also, once on the Product Registration screen the Cancel button does not work.  To exit the screen, you have to go to task manager and end the Roxio program.

Contact Dell as they provide ALL support for their OEM versions.

[BusIT]

ogdens, on 25 November 2011 - 12:28 PM, said:

Contact Dell as they provide ALL support for their OEM versions.

I did that first and they said to contact Roxio as it is their product.  When Roxio told me to contact Dell, I did and Dell again referred me to Roxio.

[myguggi]

BusIT, on 25 November 2011 - 12:36 PM, said:

I did that first and they said to contact Roxio as it is their product.  When Roxio told me to contact Dell, I did and Dell again referred me to Roxio.

Read this link for Roxio OEM policy

Is it possible that your Firewall is blocking the connection to Roxio?

Edited by myguggi, 25 November 2011 - 12:42 PM.

[BusIT]

myguggi, on 25 November 2011 - 12:41 PM, said:

Read this link for Roxio OEM policy

Is it possible that your Firewall is blocking the connection to Roxio?

My computer has the same software installed and I was able to launch the program and go through the Registration page.  Both the user's PC and mine are going through the same corporate firewall.  The firewall is setup to allow the same access throughout the company.

Edited by BusIT, 25 November 2011 - 12:47 PM.

[cdanteek]

BusIT, on 25 November 2011 - 12:45 PM, said:

My computer has the same software installed and I was able to launch the program and go through the Registration page.  Both the user's PC and mine are going through the same corporate firewall.  The firewall is setup to allow the same access throughout the company.

How old is this Roxio Software?

[BusIT]

cdanteek, on 25 November 2011 - 01:21 PM, said:

How old is this Roxio Software?

This came with the Dell Optiplex 990, which the company ordered last month.  On my computer, it shows version 12.1.0.439.

[gi7omy]

Worst case scenario is bypass the registration (it will still work)

[cdanteek]

gi7omy, on 25 November 2011 - 04:29 PM, said:

Worst case scenario is bypass the registration (it will still work)

Did you read the fine print?

It says you must register this product to continue use.

I know there are some variants that require a internet connection to install/activate the software!

Dell bundled it, they have to step up and support it.

[gi7omy]

They must have changed that bit (it used to be bypassable but I registered anyway) but you're right about Dell - they ALWAYS try to wriggle out of support and pass the buck

[ogdens]

Another clue to why Dell supplies support is they supplied the Backup Disc that was used to re-install the program.

[BusIT]

I will contact Dell again and have them troubleshoot this.

[Jim_Hardin]

Let us know what you find out!

[BusIT]

Jim_Hardin, on 26 November 2011 - 03:58 AM, said:

Let us know what you find out!

I called Dell and they want to remote into the PC and run some tools.  There will be a cost to this as it is not covered in the warranty.  The company will not pay extra for this, and Dell will not assist further unless we pay for the service charge.  Any suggestions?

[gi7omy]

I'm not sure how the law works over there but here under the 'Sale of Goods Act' any item HAS to meet the requirements (that everything works as it should)

If Dell supplied something that doesn't work, the onus should be on them to fix it at no cost to the consumer

[ogdens]

BusIT, on 28 November 2011 - 11:40 AM, said:

I called Dell and they want to remote into the PC and run some tools.  There will be a cost to this as it is not covered in the warranty.  The company will not pay extra for this, and Dell will not assist further unless we pay for the service charge.  Any suggestions?

What is not covered by warranty, your computer is less than a month old, I would escalate it higher up in Dell.

[Jim_Hardin]

ogdens, on 28 November 2011 - 12:50 PM, said:

What is not covered by warranty, your computer is less than a month old, I would escalate it higher up in Dell.

No, it worked when delivered. The user REMOVED the software and cannot reinstall it In any case, I doubt the OP wants to enter litigation  

I personally believe this is a mistake on the part of Roxio when making the OEM software... The OP is stuck between Roxio's OEM Support Policy and a Dell tech robot that doesn't understand the problem...

I'll point this Topic out to Jon, perhaps he can get things rolling in the right direction.

In the meanwhile, maybe BusIT can see if Dell has a Download of the software under the specific Service Tag available and see if that one will install???

Start right here, DELL

[gi7omy]

If you lean a bit hard on Dell (presumably you have a corporate buying policy with paid support) just politely tell them that if they don't fix it, you'll find another source for future business (that should get sales screaming at tech support to fix the problem)

[BusIT]

I have looked at the Dell site for the software but was unable to find it.  I will continue to contact Dell and Roxio regarding this issue.  Thanks everyone for your input.

[BusIT]

Dell is not helpful so far.  I have been transferred many times and they all suggested to uninstall/reinstall.  I uninstalled/reinstalled on my computer now and I was able to reproduce the same problem as the other user I mentioned. I did the uninstall/reinstall under the local administrator account.  However, when I login with my account on the same computer, I am able to use the software.  This registration problem must be user specific.

I finally figured out a way to fix this problem.  By looking at the registry [HKEY_CURRENT_USER\Software\Sonic\Registration] under my login on my computer, I see more entries in there than when I login as the local administrator.  I exported that key, logged in as the local administrator, and imported the key.  Now the software launches.  I will try this on the user's PC and see if it fixes it.

After all the time I spent with Dell and Roxio Support, I fixed the problem.  Not sure if this is the proper way to fix it, but it works.  I still wonder about what is causing the original problem.

Thanks everyone for your assistance.