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Creator 2012 Runtime Issue


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#1 kathrynmw1

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Posted 18 February 2012 - 12:16 AM

Please help, I cannot get Roxio 12 Pro to install and run. Support has gotten me nowhere. Here’s my problem in a nutshell.

In my first note to Support I wrote that when I tried to launch the program I get a small red rectangle with the words Roxio in it and nothing else happens. Also upon reboot I was getting a Runtime, Roxio burn launch, Roxio mm tray app, and the Roxio content manager errors.

I have written back and forth with support since 02-04-12, trying to do what they ask and uninstalling and reinstalling the program. As of yet I cannot get the program to run past the little red logo that pops up for a second.
If anyone is a Roxio employee and can get to my ticket my number is * Case # 1356347 - http://roxiosupport....5004000000I5Mhs

I have not written back since the latest attempt a reinstalling. I feel each person that comes on doesn’t address some of the issues from the last writing. (Like not being able to install some of the recommend updates or not having the WHQL Logo'd on the display tab say yes) they just send me another article and move on. Sometimes it’s the same article I already received and got no help from. I was able to eventually install the Microsoft XML Core Services 4.0 Service Pack 3 and change the WHQL Logo'd on the display tab to say yes, but this was due to my own research on the web and not from any help from support. I also read and followed the advice on this forum about deleting all the traces of Roxio and Sonic left on my computer even after uninstall. Something support has yet to suggest.

So this is where I stand, after reinstalling part one of Roxio on a new user account with administrative rights, on reboot I get the two error messages Roxio burn launcher and Roxio mm tray app has stopped working and needs to close. I have not continued on with the install of download parts two and three as the last time I had to uninstall everything I got a message “HDR No more deactivations left.” So now I am concerned that should I ever get the programs running and ever need to reinstall on my computer that I am going to lose this program when I haven’t even gotten to use it. (I think I am up to 8 or 9 reinstalls at this point)

If you want some kind of log or screen shot to help just let me know what and how (on the log that is I know how to do a screen shot) I also have all of the support emails and my answers back to them if you need them.

Thank you so much.

#2 grandpabruce

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Posted 18 February 2012 - 07:17 AM

If you downloaded the software, the first thing to do, after you download it, is burn the files to a DVD.  Then, if you ever need to install it again, in the future, you have the files on hand.

Does your computer far exceed the Roxio minimum requirements?  List your computer specs, similar to how I have mine listed in my signature.
Life is good!
GrandpaBruce
Vietnam Vet - 1970 - 1971

Main System:
ASUS P6T Deluxe V2 LGA 1366 Intel X58 ATX Intel Motherboard; Cooler Master ATCS 840 Case
Intel Core i7 920 Nehalem 2.66GHz 4 x 256KB L2 Cache 8MB L3 Cache LGA 1366 130W Quad-Core Processor
CORSAIR DOMINATOR 3GB (3 x 1GB) 240-Pin DDR3 SDRAM DDR3 1866
PLEXTOR Black DVD Burner, Model PX-880SA; Pioneer Black 8X BD-R 2X BD-RE 16X DVD+R Burner
EVGA GEFORCE GTX 670 2GB Video Card
Creative Sound Blaster X-Fi Titanium Fatal1ty Champion Series Sound Card
Windows XP Pro w/SP3

Backup Computer:
ASUS A8N32-SLI Deluxe
Windows 7 Pro w/SP1

#3 Jim_Hardin

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Posted 18 February 2012 - 07:26 AM

Hopefully Du will be in Monday and if you could attach your Log Files he can help you out!

To find them, read through this - HERE

What you have described is not enough :( Need the details ;)
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#4 cdanteek

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Posted 18 February 2012 - 09:25 AM

How to re-download software>> http://rovicorp.forc...alse&lang=en_US


Telephone Support: Free for Creator 2012 customers during normal business hours* at 877-793-7471 (North America only).
cd
------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
My Computer Specs click show.
Spoiler

1.Click here   Beginners Guide - Blank DVD Media Type Definitions & What A Firmware Upgrade Is for Your Burner.
2.Click here Firmware HQ - site  dedicated to providing you with the latest firmware releases for your optical disc drives.  
3.Click here CD-DVD Speed
4.Click here CD-DVD Speed - A user guide
5.Click here Enabling/Checking DMA in Windows Vista, XP, 2000, Me, 9x.
6.Click hereYou can no longer access the CD drive or the DVD drive.
7.Click here Drive Not Recognized By Roxio, PX Engine 3_00_58a. Old Version<-> EMC 7.5 Up  PX Engine 4.18.16a. Update .Click here  PX Engine Fix, Click here The Latest 4.10.28a Click here
8.Click here  How to uninstall IE 7 and WMP 11.
9.Click here ImgBurn Current version: v2.5.8.0 (3,389 KB)  CD / DVD / HD DVD / Blu-ray burning application
10.Click here InfoTool  (Drive, Disk, Configuration, Software, Hardware, DMA settings, etc.).
11.Click here   Complete Uninstall of Creator 2011 & Creator 2012
12.Click here Complete Uninstall of Creator 2009 and 2010 (Windows Vista and 7)
13.Click here Complete Uninstall of Creator 2009 and 2010 (Windows XP)
14.Click here Complete Uninstall of Easy Media Creator 9 & 10 on Windows Vista  
15.Click here Complete Uninstall of Easy Media Creator 7.5,  8, 9, & 10 on Windows XP
16. Click here WinZip Data Compression Utility <>  Click here WinRAR Data Compression Utility   Click here 7-Zip Data Compression Utility
17. Click here Finding Your Computer Specs And Roxio Software Version Number.

E-mail spambots harvest e-mail addresses from material found on the Internet in order to build mailing lists for sending unsolicited e-mail, also known as spam. Such spambots are web crawlers that can gather e-mail addresses from Web sites, newsgroups, special-interest group (SIG) postings, and chat-room conversations. .

Do not post your email address on any public forum!  

#5 kathrynmw1

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Posted 18 February 2012 - 03:29 PM

Thanks to all that responded.


First off grandpabruce here is what is in my computer:

MOTHERBOARD
ASUS P5Q Pro LGA 775 Intel P45 ATX Intel Motherboard Bus Clock: 333 megahertz
PROCESSOR
Intel Core 2 Quad Q9650 Yorkfield 3.0GHz LGA 775 95W Quad-Core Desktop Processor BX80569Q9650
POWER SUPPLY
LIAN LI PS-S750GE 750W ATX12V 2.3 / EPS12V 2.91 SLI Ready CrossFire Ready 80 PLUS BRONZE Certified Modular Active PFC Power Supply
MEMORY
OCZ Reaper HPC 4GB (2 x 2GB) 240-Pin DDR2 SDRAM DDR2 1066 (PC2 8500) Dual Channel Kit Desktop Memory Model OCZ2RPR10664GK
VIDEO CARD
XFX HD-489A-ZDFC Radeon HD 4890 1GB 256-bit GDDR5 PCI Express 2.0 x16 HDCP Ready CrossFireX Support Video Card
MULTIMEDIA
AMD High Definition Audio Device
Hauppauge WinTV HVR-1850 (Model 78xxx, Combo ATSC/QAM)
Realtek High Definition Audio
BURNERS
LITE-ON USB External CD/DVD Writer Model eZAU422-08 LightScribe Support
BENQ DVD DD DW1620 SCSI CdRom Device [Optical drive]
HARD DRIVES
WDC WD4000KD-00NAB0 [Hard drive] (400.09 GB) -- drive 0, s/n WD-WMAMY1039701, rev 01.06A01,
WDC WD2000JD-00HBB0 [Hard drive] (200.05 GB) -- drive 1, rev 08.02D08,
Seagate FreeAgentDesktop USB Device [Hard drive] (500.11 GB) -- drive 2, s/n 9QM3ZL7M
1100.24 Gigabytes Usable Hard Drive Capacity, 665.89 Gigabytes Hard Drive Free Space
OS
Windows Vista Home Premium Service Pack 2 (build 6002)

Don’t remember what my case is as I bought it about 8 years ago and just keep putting different things in.

I am positive I am up to Date on all my Microsoft downloads and I just updated my video card software.

Next question do I burn them on a CD in the three unzipped files I downloaded or do I unzip them first and then burn. Will the files get all mixed up as to what goes with what zipped file? Is it the fact that I have not burned the files on a CD what is making it error?

Also I did back up the downloads so I'm not afraid of losing them It’s the message I got from the HDR program that said “No more deactivations left”, that made me wonder if they will let me keep installing and uninstalling their program without expecting me to re-buy a license. I have had this happen with games before; you only get so many reinstalls before you have to buy the license again.

cdanteek, yours is the post that I used about getting a clean reinstall. Thanks for that and the phone number so I could actually talk to someone.

Will attach Log as directed.

Attached Files



#6 cdanteek

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Posted 19 February 2012 - 08:24 AM

Quote

Next question do I burn them on a CD in the three unzipped files I downloaded or do I unzip them first and then burn. Will the files get all mixed up as to what goes with what zipped file? Is it the fact that I have not burned the files on a CD what is making it error?

They are to large for a CD and my main program download is 4,379,072 as a compressed zip folder. It would need a single layer DVD just for it.

If you do unzip them first and then backup them up, unzip them in there own folder (right click new folder) be sure and name them. Yes you don't want the "files to get all mixed up".

No your error isn't because you haven't burned/backed them up to DVD.
cd
------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
My Computer Specs click show.
Spoiler

1.Click here   Beginners Guide - Blank DVD Media Type Definitions & What A Firmware Upgrade Is for Your Burner.
2.Click here Firmware HQ - site  dedicated to providing you with the latest firmware releases for your optical disc drives.  
3.Click here CD-DVD Speed
4.Click here CD-DVD Speed - A user guide
5.Click here Enabling/Checking DMA in Windows Vista, XP, 2000, Me, 9x.
6.Click hereYou can no longer access the CD drive or the DVD drive.
7.Click here Drive Not Recognized By Roxio, PX Engine 3_00_58a. Old Version<-> EMC 7.5 Up  PX Engine 4.18.16a. Update .Click here  PX Engine Fix, Click here The Latest 4.10.28a Click here
8.Click here  How to uninstall IE 7 and WMP 11.
9.Click here ImgBurn Current version: v2.5.8.0 (3,389 KB)  CD / DVD / HD DVD / Blu-ray burning application
10.Click here InfoTool  (Drive, Disk, Configuration, Software, Hardware, DMA settings, etc.).
11.Click here   Complete Uninstall of Creator 2011 & Creator 2012
12.Click here Complete Uninstall of Creator 2009 and 2010 (Windows Vista and 7)
13.Click here Complete Uninstall of Creator 2009 and 2010 (Windows XP)
14.Click here Complete Uninstall of Easy Media Creator 9 & 10 on Windows Vista  
15.Click here Complete Uninstall of Easy Media Creator 7.5,  8, 9, & 10 on Windows XP
16. Click here WinZip Data Compression Utility <>  Click here WinRAR Data Compression Utility   Click here 7-Zip Data Compression Utility
17. Click here Finding Your Computer Specs And Roxio Software Version Number.

E-mail spambots harvest e-mail addresses from material found on the Internet in order to build mailing lists for sending unsolicited e-mail, also known as spam. Such spambots are web crawlers that can gather e-mail addresses from Web sites, newsgroups, special-interest group (SIG) postings, and chat-room conversations. .

Do not post your email address on any public forum!  

#7 kathrynmw1

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Posted 19 February 2012 - 05:50 PM

cdanteek

Thanks for clearing up the burning. I am wondering if I got the complete downloads though as all three unzipped are only 4.21 gigs and they easily fit on one DVD. I did keep them in the individual folders.

I would like to attempt another install as my support ticket will expire if I don't respond by tonight.

Did anyone see anything in the logs that would indicate what I'm doing wrong or is my computer just not good enough for this program?

#8 Jim_Hardin

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Posted 20 February 2012 - 03:16 AM

View Postkathrynmw1, on 19 February 2012 - 05:50 PM, said:

cdanteek

Thanks for clearing up the burning. I am wondering if I got the complete downloads though as all three unzipped are only 4.21 gigs and they easily fit on one DVD. I did keep them in the individual folders.

I would like to attempt another install as my support ticket will expire if I don't respond by tonight.

Did anyone see anything in the logs that would indicate what I'm doing wrong or is my computer just not good enough for this program?
Your PC should be fine!

Looks like a couple of us have looked at your files but I did not see anything that 'rang the bell'... (i was hurried ;) )

Hoping Du will be able to go through these since he will know what to look for!
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#9 Sonic Boom

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Posted 21 February 2012 - 08:13 AM

Install logs appear to be fine. It looks like a runtime issue with Microsoft Visual C++ files.

Try these articles
http://forums.suppor...__1#entry395210
http://forums.suppor...__1#entry390903
http://forums.suppor...__1#entry389308
Du Tran
Quality Assurance Lead (I break things, I don't fix them)
ROXIO, a division of Sonic Solutions

#10 kathrynmw1

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Posted 24 February 2012 - 08:50 AM

Thanks so much to everyone,
It’s finally installed.

This is what I tried this last time:

Uninstalled Roxio 12 again.
Cleaned files and the registry left behind.
Used the uninstall tool in number 11 of cdanteek post
Deleted all C+ 2008 files.
Installed Microsoft Visual C++ 2008 SP1 Redistributable Package (x86)
Also installed an update that went to the Visual C++ 2008 SP1
Followed the “Preparing your computer for installing Roxio products”
Cleaned and defragged my system
Created a new user page
Logged off original account
Logged onto the new account
Installed off of the DVD of the installation files I made
Success!.

#11 Sonic Boom

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Posted 24 February 2012 - 09:01 AM

I don't want to point fingers but this is a Microsoft issue where their drivers don't coexist with one another. Glad to see it up and running.

Do you mind changing the title to "Creator 2012 runtime issue"? Will make it easier to search when someone else encounters the same thing.
Du Tran
Quality Assurance Lead (I break things, I don't fix them)
ROXIO, a division of Sonic Solutions

#12 grandpabruce

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Posted 24 February 2012 - 03:30 PM

View Postkathrynmw1, on 24 February 2012 - 08:50 AM, said:

Thanks so much to everyone,
It’s finally installed.

This is what I tried this last time:

Uninstalled Roxio 12 again.
Cleaned files and the registry left behind.
Used the uninstall tool in number 11 of cdanteek post
Deleted all C+ 2008 files.
Installed Microsoft Visual C++ 2008 SP1 Redistributable Package (x86)
Also installed an update that went to the Visual C++ 2008 SP1
Followed the “Preparing your computer for installing Roxio products”
Cleaned and defragged my system
Created a new user page
Logged off original account
Logged onto the new account
Installed off of the DVD of the installation files I made
Success!.

It is good to see that you are up and running, Kathryn.  Hopefully, you won't have anymore problems.
Life is good!
GrandpaBruce
Vietnam Vet - 1970 - 1971

Main System:
ASUS P6T Deluxe V2 LGA 1366 Intel X58 ATX Intel Motherboard; Cooler Master ATCS 840 Case
Intel Core i7 920 Nehalem 2.66GHz 4 x 256KB L2 Cache 8MB L3 Cache LGA 1366 130W Quad-Core Processor
CORSAIR DOMINATOR 3GB (3 x 1GB) 240-Pin DDR3 SDRAM DDR3 1866
PLEXTOR Black DVD Burner, Model PX-880SA; Pioneer Black 8X BD-R 2X BD-RE 16X DVD+R Burner
EVGA GEFORCE GTX 670 2GB Video Card
Creative Sound Blaster X-Fi Titanium Fatal1ty Champion Series Sound Card
Windows XP Pro w/SP3

Backup Computer:
ASUS A8N32-SLI Deluxe
Windows 7 Pro w/SP1




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