Product key does not work

[JP OZ]

Hi, I have had this for a few years and it worked well. I upgraded my desktop (its about 4 years old now) and wanted to use the VHS transfer. I loaded the CD and being told my product key does not work. Have instant chatted once and called on the phone, with both responses of-"the technician will contact you via email" no time frame, just some time in the future. Why have customer service when it is difficult to actually get some resolution. I have read many other comments of the same issues. I have bought many Roxio products in the past for my self and family but will be now be looking at other brands. 

As for my invaild key-anyone know why this is occuring (when it worked well before)?

Thanks

[bimicher]

Did you register the software when you bought it?

If yes then you can find your key on the Roxio support website. Look under Support/Product Registration on the header at the top of this page.

[robwickham]

I'm having the exact same problem.  I just want to reinstall the software.

I asked chat support to activate my code or send me a new one.

Chat support asked for proof of purchase.  I told them I registered the product on Nov 9, 2018.  They wouldn't take that as proof.  Then what's the point of registering?

I sent them a copy of the registration confirmation email - nope.

I sent them a picture of the CD with the sleeve and key - nope

I sent them a picture of the box with the Best Buy product code - They told me I could have found it on the street.

They will accept purchase receipt only.  Which I no longer have.

I have several tickets open - because every time I communicate with them, they open a new ticket.  I have not received any emails.  Phone calls are not accepted because of COVID-19.

This is only a $60 piece of software tied to a hardware device.  Why won't they let me use it?

I've disliked Corel since they bought and killed Micrographx, but this is worst customer service ever.

[cdanteek]

5 hours ago, robwickham said:

I asked chat support to activate my code or send me a new one.

Have you ever installed the software and activated the CD Key?

How many times has this been installed?

[robwickham]

@cdanteek, thanks for the follow-up.  Yes, I installed it and used it in late 2018 and early 2019.  I was able to convert a bunch of VHS tapes to DVD.  Then I didn't use it for a while.

Just a couple months ago, I reinstalled Windows on my computer.  Last week, when I decided to convert some more tapes, I tried to re-install the software.  This would be only the second time.  First when I bought it, and now.

[robwickham]

A follow-up,

I received an email response.  I was instructed to follow a link to download and install a newer version of the software.

The software seemed to install OK but will not run.  A small ROXIO logo appears, then a larger box that says ROXIO Easy VHS to DVD.

It then goes away and nothing happens.

[cdanteek]

 

On 4/15/2020 at 8:58 PM, robwickham said:

follow a link to download and install a newer version of the software

Did you install the new version on top of your non-working version?

Or did you uninstall your old version and the driver in Device Manager, reboot the PC, shut down antivirus and firewall software before installing the new version?

[robwickham]

There was no non-working version installed.  When I tried to install the CD version, it would stop at the Product Key right away.

After downloading the new version per tech support email, and it not working, tech support gave me another link to download DirectX installation files.

After installing Direct X, the program works.

I was able to convert one Tape to DVD.  A second attempt gave me an error that there was a problem with burning the DVD.  I tried 6 brand new DVDs.

I closed the software, came back two days later and now all I get is a green screen instead of a video source.  I have much troubleshooting to do to determine the problem.  I'll check back in when I find out.  Thanks for the input.

[robwickham]

Overall, it would appear that the product keys expire in order to keep the software non-transferable.  Anyone who buys this software should keep their purchase receipt, because that's the only proof of ownership Roxio will willingly accept.  I'm still not sure the point of registration other than maybe some tech support.

[cdanteek]

14 hours ago, robwickham said:

I'm still not sure the point of registration other than maybe some tech support.

There is registration and activation. Registration keeps your CD Key (product keys) stored on the Roxio site always there to recover.

Activation looks up your CD-Key finds it is legitimate and lets you install the software then deducts 1 activation. You get 10 to 15 activations for most of Roxios software.

[Dashriprock]

New to group and discussion but sounds like a bunch of BS to me I 'am having same problem and my solution is to not buy from them again !

I have original packaging if Roxio is that afraid im stealing from them I wont use there product!!!!!

[cdanteek]

3 hours ago, Dashriprock said:

I 'am having same problem

Registration or activation?