Not Compatable

[Appleman8977 0]

I recently bought a Lenovo Y50 from the manufacturer. During the purchase process, they offered it to be shipped with a digital download of Roxio Creator NXT 2. When my computer arrived, I opened the email with the download link and downloaded the program. I downloaded a file called "Download_Roxio_Creator_NXT.exe" and "Download_Roxio_Creator_NXT_Content.exe". I ran the first program and it created a folder in my downloads called "Roxio Creator NXT" and in that file was another .EXE called "Creator_NXT_2". When I ran this program a bar comes up saying "This app can't run on your PC". I attempted to re-download the file with various internet setting changes until a popup that says that I have reached the maximum number of downloads came up.

 

I am running a Lenovo Y50; x64; Intel i7; 16GB RAM; 1TB Hard-drive; Windows 8.1

 

Is there anything I can do to fix this issue?

(I've searched the web for days to no avail)

Edited September 11, 2014 by Appleman8977

[sknis 218]

Sometimes the error comes from the video set up. Make sure you are above the minimums and that you have windows fonts set to 96 dpi.

 

Contact Roxio-Ralf to have your count reset.

[Appleman8977 0]

My computer should meet the minimum graphics qualifications, I have an Nvidia GTX 860m graphics card (Which should be Directx 9 compatible). I manually changed my computer's font to 96 dpi. Aside from making everything tiny, it had no effect on the .EXE which still says it "can't run on your PC".

[bobba 1]

I have the same problem with my identical Lenovo Y50 purchased this month. I'm still looking for a solution. Lenovo was no help. Please post if you solve this. I will also.

[sknis 218]

To both of you, the Lenovo Y50 is pretty much a generic name for a laptop. Just look at the 30 or so just listed on Amazon to get an idea. We'll need more information.

 

Perhaps we can find some similarity - please follow these instructions to post a Windows dxdiag.exe evaluation of your computers. (link)

 

Follow the instructions, post the text file do not copy and paste the text. (Note this is a reading and following instruction test also. )

 

Have either of you talked to Lenovo ? Their download may be corrupted. Did they assure that it was a full version and not an OEM (limited freebie)?

 

Edit. Did you ask Lenovo why their download says NXT and not NXT 2? Did they send you the wrong download link?

Edited September 16, 2014 by sknis

[bobba 1]

Thank you for the input. I hope I passed the test. The dxdiag is attached. I contacted Lenovo by phone and five people, 90 minutes, could not help or find help. They suggested Roxio. I emailed the online contact and included your questions.

 

The two program file names downloaded are '...nxt-2' just as mentioned in the first post. The first one, upon clicking immediately says, as above, "This app can't run on your PC". The second one begins the install process and later says "Setup has determined that your configuration does not support any of the included products."

There is a Roxio setup log if that is of help I can post (attach)it.

 

It sure seems like an incorrect or corrupted file.

 

Thanks again for your help.

DxDiag-bw.txt

[cdanteek 219]

There is a Roxio setup log if that is of help I can post (attach)it.

 

That would help.

[sknis 218]

Although it should not make a difference in installing and running, it will cause issues later. Set your Windows font to 96 dpi. Set your monitor to the default recommended. You didn't say you were using a monitor other than the one on the laptop.

 

You have both the onboard video chip and it looks like a GTX860M video card. Which one are you using? I understand is is possible to run both but I don't know if that will work with this program. Search Windows on how to select which video device you want to use. I have a laptop with a video card and the Intel video chip (4000) and video related programs run fine with the intel chip.

 

When you installed the program did you install to an administrator account and if it didn't install the first time, did you turn off the compatibility mode? Did you have your antivirus active when you installed the program?

[bobba 1]

I have tried the install before without the external monitor and lower resolution with no change. Compatibility mode is off; AV off; and am using administrator account.

Now there is no external monitor and the res is default 1920 x 1080. I could not find where the system dpi can be lowered any more on my computer. In display, I moved the slider to smallest from largest. But it doesn't seem to change the system dpi. I searched the control panel and just came up with that. Rebooted then I re downloaded the program and tried again to install with the same error messages as in the no. 1 post.

This is taking way too much time. I could disable the Nvidea graphics in device manager but I shouldn't have to. I tried the install on another laptop, AMD, with Win 7 64bit and only ATI Radeon HD 4225 grahics. I got the same "Setup has determined that your configuration doesn't support any of the included products". The smaller package, when clicked, said 'this is not a win32 app' and never opened.

The recent setup log is attached and also a new dxdiag. (from my lenovo)

 

Email from Lenovo web sales excludes them from any responsibility or knowledge of the issue. I made one final call to their included phone number to ask for a refund which I didn't expect and didn't get. They gave me the phone number for Roxio support (digital river) who did not sell the product. It was downloaded from red-protexis.net from Corel and I guess no one has responsibility. I expected it to be preinstalled at Lenovo but I don't know Lenovo that well and I guess they are in China while Roxio Creator is elsewhere.

DxDiag-bw2.txt

RoxioLog.txt

[Appleman8977 0]

Bobba and me both have the same computer (atleast the dxdiag was practically Identical). Lenovo Y50 - 59421855

 

I'm not an expert at Roxio or how it was programmed and runs but it looks like the issue happens here:

 

09/17/14 22:31:30 - Running AppSearch

09/17/14 22:31:30 - Looking up the suite property EMC_CONTENT14X.AppSearch, and retrieved the value: RET,TRUE;OUT,EMC_CONTENT14X.FoundEMC14x,NotFound;REG,HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\App Paths\RoxWatch15.exe,REG_SZ,Path

09/17/14 22:31:30 - The registry key was not found on x86 or x64: 'SOFTWARE\Microsoft\Windows\CurrentVersion\App Paths\RoxWatch15.exe' error: 2

09/17/14 22:31:30 - The requested AppSearch tests were not succesful.

09/17/14 22:31:33 - Caught thrown long 1150

-Copied from my ROXIO_SETUP.LOG but also found in bobba's log-

 

On an exploration of my computer's registery, I noticed that there was not even an "App Paths" folder inside the "CurrentVersion" folder. I maybe spewing mindless dribble, but this looks like a possible problem.

[sknis 218]

Appleman - did you install the program and reboot before you tried to install the content? Did you have your antivirus active?.

 

I still think the download at Lenovo's site is defective

 

Both set up logs reloate to "content". Did you install the program first. The content are the "extras" that go along with the program.

 

Have either of you talked to Lenovo about this? I see that another person has a slightly different problem also with a Lenovo computer.

[bobba 1]

I think you are right, Guru. The link may be defective, for another operating system, or whatever. It should, but also doesn't install on my Dell AMD Win 7 which meets all the system requirements of Creator. The error message there when clicking on the Creator NXT 2 program was 'This is not a win32 app'.

 

My model Lenovo is the same as Appleman.

 

The Creator NXT 2 program file will not open. Just opens an error message: 'This App can't run on your computer' .

So I guess that explains why the Creator NXT 2 Content program stuff is not supported. The log(s) we get are produced from the Content setup process.

 

It is downloaded from Red-Protexis.net which lists Corel as a customer. Lenovo is 'only' the retailer. Lenovo apparently has no clue. I don't know how to find someone that may care.

 

I don't have the patience to call Lenovo repeatedly since 7 people have been no help and keep referring me to Roxio.com, but I will email Lenovo again and again, to support and websales altho my expectations are way low. Perhaps I can communicate more efficiently now. I will post a positive response here, if any.

 

Thanks everyone, maybe things are getting slightly clear now [to my frustrated mind].

[Appleman8977 0]

The program installer does not work.

Only the Roxio Content '.EXE' would work.

 

I had a similar experience with Lenovo customer support, 4 transfers and a dropped call. There is no real point of trying to go to Lenovo, they don't seem to be helpful in this matter.

 

If the downloader/installer is bugged or corrupt, is there any way to get one that isn't bugged or corrupt, possibly one from Roxio itself. I still have the install key, yet to be used (Hopefully not broken as well), and the digital receipt from Lenovo.

Edited September 19, 2014 by Appleman8977

[sknis 218]

Sorry, Roxio would probably just tell you to go to back to Lenovo. Lenovo may have modified that program to work only on that computer so Roxio can't help. They were not involved with the modification. I'm pretty sure that the installer is designed to work with only that program. . Go back to Lenovo and demand to talk to a supervisor. Ask for the first name and last initial of the first person you talk to. By law, they have to give you that information.

 

In the meantime, I' see if I can get you some help. Wait to a private message (top right of the page}.

[Appleman8977 0]

I sent an email to Lenovo, which seems more effective than calling them. I got a response enclosed in the spoiler below:

 

 

Thank you for recently contacting Lenovo. We appreciate the time you've taken to share your inquiry. It is our goal to service our customers with a personal touch and situation specific resolutions.

 

While we do sell these products through our Lenovo.com store, it falls upon the original creator to troubleshoot issues like this during installation. Additionally, as the software has been downloaded and installation on your PC has been attempted, we are unable to offer a return on it as per our open software policy.

 

Lenovo does offer software support however, but if the creator is unable to find a solution to this issue it's unlikely that signing up for out support service will assist any further. I did include their information below however, in case you are interested:

 

 

 

(The for-mentioned link is to their "Premium Support" page, nothing of use)

 

It appears Lenovo is putting the responsibility for the software errors on Roxio.

 

At this point, I either want a functioning video editing program, or my money back(something Lenovo says they won't do).

Edited September 21, 2014 by Appleman8977

[cdanteek 219]

I sent an email to Lenovo, which seems more effective than calling them. I got a response enclosed in the spoiler below:

 

 

Thank you for recently contacting Lenovo. We appreciate the time you've taken to share your inquiry. It is our goal to service our customers with a personal touch and situation specific resolutions.

 

While we do sell these products through our Lenovo.com store, it falls upon the original creator to troubleshoot issues like this during installation. Additionally, as the software has been downloaded and installation on your PC has been attempted, we are unable to offer a return on it as per our open software policy.

 

Lenovo does offer software support however, but if the creator is unable to find a solution to this issue it's unlikely that signing up for out support service will assist any further. I did include their information below however, in case you are interested:

 

 

 

It appears Lenovo is putting the responsibility for the software errors on Roxio. As apposed to:

 

Lenovo is trying to fill you with dog poo lip service!

 

Read the last paragraph.

 

http://howto.corel.c...&sKey=OEM Roxio

 

 

[d_deweywright 117]

The problem is, we don't really know if it's an OEM version or not that Lenovo is providing the link for.

[cdanteek 219]

The problem is, we don't really know if it's an OEM version or not that Lenovo is providing the link for.

 

I've never heard of anyone but Roxio selling there retail software as a download!

 

Appleman8977 what is the URL for the Roxio download software?

 

I found this on Lenovo site.

 

What is Electronic Download?

*Only products labeled as ELECTRONIC DOWNLOAD will be delivered via download. All other products will ship with order.

 

When purchasing Electronic Download software you will receive an authorization key as well as a link to direct-download your software via the email address you designate in the checkout process. You will receive no hard discs, DVDs, or other tangible download method with your delivery.

 

Should you experience any issues such as non-delivery or loss of your Electronic Download email, you may access your Digital Locker to request that the email be resent. Note that once any order which includes an Electronic Download item has been placed, that portion of your order will be non-refundable.

[bimicher 132]

I've never heard of anyone but Roxio selling there retail software as a download!

 

 

 

Almost everybody sells their retail software via download ... or I don't understand what you mean by your statement.

[cdanteek 219]

I've never heard of anyone but Roxio selling there retail software as a download!

 

Almost everybody sells their retail software via download... or I don't understand what you mean by your statement.

 

Only Roxio sells there Retail Software as a download.

 

I've never heard of anyone else selling Roxio Retail Software as a download.

 

Is that any clearer?

Edited September 21, 2014 by cdanteek

[bimicher 132]

Only Roxio sells there Retail Software as a download.

 

I've never heard of anyone else selling Roxio Retail Software as a download.

 

Is that any clearer?

 

No.

[cdanteek 219]

No.

 

How could I say it any clearer?

 

Post a link to a website selling Roxio Retail Software as a download, other than Roxio's site.

[Appleman8977 0]

The download comes from: https://red.protexis.net/

 

(I don't feel completely safe giving the whole URL seeing as Roxio has a download limiter, which I've already exceded)

 

If you want the full link I could PM it on request.

Edited September 22, 2014 by Appleman8977

[cdanteek 219]

If you want the full link I could PM it on request.

 

Appleman8977

 

Please PM me the URL.

 

Regards, Moderator cdanteek

[Guest Rox-Ralf]

Let me confirm first if Roxio does have an agreement with Lenovo to bundle a Roxio product or if it is allowed to sell a retail download version.

 

Cd is right, as far as I know, Roxio/Corel website is the only one that can sell a retail electronic download. Re-seller always provide a disc version of Roxio products.

 

I will also confirm if will fully handle the support or we should base on the OEM policy.

 

Ralf

[d_deweywright 117]

Thanks, Ralf.

 

CD, my comment was made based on the fact that we haven't been able to get an actual version number from anyone that's having this install problem with the Lenovo download to know what they really have. So we don't know what they're downloading. You can assume it's an OEM version if you want, but until that's proven...