9 replies to this topic

[Rodger Beard]

I'm running Windows 7 Pro, 32 bit with 4GB RAM and plenty of disk space on the system where I'm trying to install Roxio Creator 2012 Pro.  I have tried twice to run the installation from DVD and it failed (according to the installation failure error messages "installation was interrupted") both times.

Because I know from past experience about Roxio's problems in doing installs when their product is already installed, I (successfully) uninstalled all my Roxio Creator 2011 apps and rebooted before my first failed install attempt.  So this is not the problem. I also ran registry scans with two different products to assure my registry was still good.  I have DirectX installed and all Windows updates have been applied.  I reviewed the list of 17 other things to check that was also in the thread.  I am good there too.  In short issues on my system is apparently not the problem here.


I tried to download the registry patch for Roxio Creator 2012 Pro that was included within another pinned thread but that link is broken.  \FYI, the other links within the thread are broken as well.  I don't know if the content pointed to by the broken links is relevant of course.  (I'm running IE 9 with all patches applied and yes, I can link fine to other websites.)

I tried to upload my two log files but the uploads ran to the end and then failed.  (I tried several times.)  Your website apparently seriously broken right now.

I checked the other threads on this forum and read about other customer problems with installs from DVD being interrupted (I purchased the DVD online directly directly from Roxio) and so tried to copy the DVD to my desktop.  The DVD won't copy over successfully.  I know my DVD drive is fine.  There are just certain files on the DVD that have read errors.

I think Roxio needs to provide me with a download link so I can download and install that way.

Am I missing something?
Rodger

PS, I have registration key but did not provide here for obvious reasons.  If you want it let me know.

[Rodger Beard]

I started this thread because I needed help from Roxio and this forum was the only vehicle they provide to reach them.  I usually solve my PC and networking problems myself by exploring what is different about my uses and my configuration versus the vendor's use cases. However, after all appropriate due diligence , it seemed pretty obvious that the DVD media or its content was defective. Note that Roxio's fulfillment vendor had shipped the DVD to me on the  day that Roxio 2012 went GA.  This was the result of my earlier pre-order.

I wonder.  Could I have possibly been any clearer about what was obviously a defective DVD?

Note that I never received any sort of reply from Roxio.

Developing codecs and other low level A/V code is way beyond my pay grade.  However I understand the critcal importance of attention to detail as well as the prohibitively high cost of careless mistakes.  That's why I follow software provider instructions to the letter and am methodical to a fault. I did that here too, including logging into my adminsitrator account and running setup in Winodws 7 Adminsitrator mode.

Like Neil, I checked the publisher property of the setup file at the time of my orginal post and noted that it said the publisher of the file on my DVD was unknown. I do not believe this is significant information in itself.  Probably more just an indicator of lack of attention to the details of software promotion to production.

Like Neil, I too have purchased Roxio's products before.  Indeed I've purchased Roxio and it's two predecesser's products many times over the years.  Perhaps 7 or 8 times at least.  I agree that there are competing products from other sources that do what Roxio does, but in the past I've tried to keep the number of products from different vendors installed as low as possible to minimize incompatiablities in low level code, and I felt this was especially important with A/V software.

Roxio calls it's family of products a suite.  The reality is that it is a collection of different applications from different vendors, but my logic was that Roxio had done some product configuration management as well as appropriate integration testing so I won't have too.  Over time the product have become more seemless.  Like other customers, I've had trouble with Roxio making changes to my system thru the years of course.  These problems sometimes introduced instability.  But historically I was always able to eventually fix or work around them.

However, this time it was full stop.  There was literally no solution available to me. All evidence at hand says that I have a defective DVD plus Roxio customer service was a complete void.  I put the 2012 version of Roxio on the shelf months ago out of necessity as well as disgust.  I did not fall back to Roxio 2011 Creative Suite Pro either as I prefer to avoid using "old" software.  What's interesting is that I've gotten by just fine so far.  To be frank, that was a big surprise at first.  Then it dawned on me that with the tools available on the cloud these days, mostly free and with more choices all time, I'm going to be fine long term.

While I'm also going to stop following this thread I am pleased. on behalf of other customers that this issue has finally got some attention after almost 4 full months.

Hang in there Neil, and be sure to check for read errors on the DVD files.
Rodger

Edited by Rodger Beard, 25 October 2012 - 04:19 PM.

[Rodger Beard]

Below is a rant, as Digital Guru # 2 above commented when putting Neil "in his place".  Quoting the Digital Guru #1...

"Now back to our regular scheduled program.

Delete any previous copies of the disc on the hard drive.

Clean the installation disc with warm water and wipe with a soft cotton cloth across the disc, physically look at the disc is it clean, dry, no finger prints?"

I did this too, even though the the DVD was fresh out of the package and I am ALWAYS extremely careful not to touch anything but the very edge of my CDs and DVDs.  Indeed I did this entire procedure 3 times as I recall.  I'm going to be specific so that there will be no opportunity to anser a question with a question:

• I cleared the disk of Roxio files (my dekstop).
  
  
• I cleaned the DVD carefully with soft soap, a soft cloth and water.
  
  
• I carefully dried the DVD.
  
  
• Then I tried to copy the files to my desktop.

I got the precise same results each of the 6-8 times I tried, including those attempts I made before I cleansed the DVD.  3-4 files would not copy.  Very sorry, I forget the exact number and what the names were.  It was howver, I remember this part, the same files each time.  The install itself would crash each time I ran it with an unidentified error.  The same error would occrur whether I ran the install from DVD or my desktop.  Note also the other things I tried, as carefully described in my orginal post at the top of this thread.

This is really pretty simple diagnosis: THE DVD I RECEIVED IN THE MAIL IS DEFECTIVE.  Neil's DVD probably is defective too.

It is now October 26 and I opened this thread in June.  Yet still there there has been no reply to me.  Lots of chin service from Digital Gur'u's to Niel though.  Yes, I see there was more than one Digital Guru "helping", though the second Digital Guru has now said "goodbye and good luck" in a classic piece of doublespeak.  Neil, to his credit has not gone away.  Thanks again Neil.

The most obvious thing to try FIRST (bold face and underline is not a typo) has been conspiciously and continiuosly ignored.  Heaven forbid, were Roxio to have to spend a buck on postage and 10 more cents on a replacement DVD.  Worse, to have to publicly admit that the responsibility for the problem here was them, and not their ignorant customers as the overall tone of the Digital Guru replies is clearly communicating.

BTW, I too am a semi retired ex VP of a NASDAQ listed enterprise software company.  That company's customer care orgainzation, over 100 FTE's in 3 locations worldwide, reported to me.  I would have cleaned house there were I to have read of "technical support" like this coming from those would were supposed to provide genuine customer service.

I've decided I am going to follow Niel's lead and will not go away either.  I want resolution and will take my "rant" elsewhere if necessary.  Yes, I realize I am going from passive to aggressive.  It's more than about time I think.

Roxio has my shipping information.  I had to register here to post and the spelling of my name is unique.  My address is easy to otherwise look up too since I ordered directly.

No more questions and no more try this and that.  I want a new DVD which is in fact readable.  I want it because I paid paid the better part of one hundred bucks.

DO YOU HEAR ME?

PS, I'm editing this post because I realize I forgot to mention something here that I thought I'd menitoned in my orignal post:  I tried to read the DVD on my laptop as well.  Exact same results as with my office system.

Edited by Rodger Beard, 26 October 2012 - 08:32 AM.

[sknis]

Yes, we hear you but we are not Roxio/Corel technical support.  We are users just like you.  We have no ability to supply you a disc nor do we have the ability to supply you with a download link.  

Did you read the part from the OP who said it installed on his laptop but not his desktop.  That sort of rules out a bad disc theory (for him).  Notice that no one even questioned the OP about installing the program on two different computers (against the agreement).

We can't help you  can you understand that?   Do you need help in contacting Roxio/Corel's Technical support?  Perhaps one of your ex-employees can help you there.  

I apologize for not addressing your issue since you were the real OP.   We should have chastised Neil Cook for thread jacking.  He exhibited poor forum etiquette.  I looked but couldn't find a simple way of separating his posts from yours so that you get the attention you deserve.   Perhaps we can close this thread and ask both Neil and You to start new thread with no threadjacking.

I think addressing your issue is what cd meant when he taked about getting back to the original program.

When you look at the replies, most of them will have a quote which will show who is being replied to.  That will help but in some cases, it does not.  I again apologize for the confusion.

Edited by sknis, 26 October 2012 - 08:55 AM.

[sknis]

Forgot to give you this:  Contact technical support here.

[Rodger Beard]

sknis wrote:
"Did you read the part from the OP who said it installed on his laptop but not his desktop. That sort of rules out a bad disc theory (for him). Notice that no one even questioned the OP about installing the program on two different computers (against the agreement).

We can't help you can you understand that? Do you need help in contacting Roxio/Corel's Technical support? Perhaps one of your ex-employees can help you there. "

Well, first of all, Roxio is not running on ANY of my PCs.  That's because the installation DVD is defective.  You were of course talking smack above, but I assure you, you are quite mistaken in your interpretation of the software license agreement (SLA).  Having a DVD read error trying to copy the files in an attempt at a successful first installation does not constitute violation.  Trust me on this obvious point.  FWIW, I don't want Roxio on the laptop anyway.  It was a diagnostic test to confirm that the DVD was defective.

Now, on to the latest issue, which of course continues to dodge the question in my orginal post: I tried to open a ticket with Roxio online and was steered to a ticket opening process on this forum, as the only available alternative apparently open to me.  I did see in another post that there was a toll free Roxio techncial support number, but when I tried it it was robo-support and in fact cost money to boot.  IMO this forum constitutes Roxio's attempt at a minimal-cost techncial support program.

Further, and since the the Digital Gurus, yourself now included: A/ continue to use a specific and valuable portion of my time and  B/ indeed you are attempting to represent Roxio's interests here, please tell me how I get Roxio's attention six months after I paid them online for Roxio Creator 2012 Pro but still do not have the product I paid for?  

Note that per common legal interpretation, as well as the language within SLA itself, the DVD itself does not constitute the product in entirety as regards the responsiblities of both parties.

MY QUESTION: How do I get my defective DVD replaced?  Be precise please.

BTW, I have posted links to here in a couple other threads hoping to draw attention to my question.  It is really unfortunate that I may need to continue to do this.

PS< edited because bullet B was converted by the website into a smiely.  That was definitely not my intent. <LOL>

Edited by Rodger Beard, 26 October 2012 - 09:55 AM.

[sknis]

Neil, stop posting to this thread.  I sent you a private message to tell you that you questions and posts were removed from this thread and moved to a separate thread.   Look at the upper right of your screen to read the P.M. and the location of your questions.

Edited by sknis, 26 October 2012 - 10:00 AM.

[sknis]

Roger, some of what I posted was because of Neil's posts in this thread and perhaps a misinterpretation of what was going on.

I agree with you regarding the legality of trying to install on one computer when  the first install did not work.  Neil was able to install one one of his computer but not the other.  That is why I made the statement.  Since he was able to install on one computer and not the other, he doe not have a defective disc unless he created on in handling the one he had.   You on the other hand have not been able to install on either computer.   Please read what I write and not what you think you read.

Did you try to contact Corel via the new link I posted?  

Look, I am trying to help within my ability as a user and frequent poster.  You are angry and have the right to be but don't attack the person who is trying to be helpful.

[Rodger Beard]

sknis,
This series of posts is classic.  Demonstrates how the internet can go oh, so wrong soemtimes.  I do clearly hear the sincerity in you voice and I am in the process of doing as you sugest.  I will link to this thread.

FWIW howver, I need to add that I feel the "orginal sin" was the inherent tone protrayed by the first Digital Guru's remarks in this thread which in turn triggered Neil's reaction.  I usually stay "passive" on the net  and was wiling to just walk away until I saw those exchanges.  In all candor, that's because I know how much work it is to say precisely what you are thinking.  Technical communication is difficult.  Describing all you've done to address a problem (and surely I should have done more there initally) is a wordsmithing challenge, for me at least.  To fail at that, and/or have your question repeatedly answered with another question is extremely frustrating as we all saw here no doubt.

Anyway thanks.  This should work out for me now for sure, now that you've provided the Corel product support link.  Thanks again!
Rodger

PS, I didn't know Roxio was a Coreel product (or visa-versa).  I wondered what ever happend to them.

[ivanatrox]

Rodger Beard,

If you already submit a support case, please PM me your case number.

Thanks

Ivan