Installation Problems

[Bbrad3147]

I've been trying to download the program for several hours and, at the same time, get some response/assistance from customer service. NO response has been recieved from customer service after numerous attempts. It appears they don't exist. So, I decided to try the forums. Maybe someone else has an answer IF they every got any support from Roxio.

 

I have far exceeded the number of attempts to download EMC Suite 9 and install it. I've never experienced problems like this with any other downloaded programs. The only sign of any program files on my computer are the content executable files which won't work until the program is installed. In reading the forums on install problems, it sounds like IE7 is problematic, so maybe that is one reason.

 

At this point, I can't even try any more attempts until Roxio responds. Otherwise, I could use another computer. Any suggestions on getting it successfully downloaded OR MORE IMPORTANTLY GETTING HELP FROM ROXIO.

 

At this point, I'd rather have a refund if there isn't going to be better support for someone who JUST bought their product upgrade

[gi7omy]

Presuming you're in the US, Sales and Customer Services can be reached by phone

 

Assistance with product registration, and general non-technical issues. You can contact Customer Service at 1 866 280 7694, Monday - Friday, 9:00 A.M. to 6:00 P.M., EST - excluding Roxio holidays.

 

Pre-Sales Questions

Our Sales department is able to help you with any pre-sales questions you may have. Call 1 866 280 7694 or by email. Our sales representatives are available Monday - Friday, 9:00 A.M. to 6:00 P.M., EST - excluding Roxio holidays.

[photoman]

Good luck getting any answers from Roxio's support group. Sent them an e-mail 11 days ago when I first ran into problems with downloading. Have a case number but no response. Flaw in their program that they haven't responded to, caused my computer to crash. After $90 in repairs started getting same error message about UDF Reader needing updating. My computer repair guy said problem is with D2D so we uninstalled it. Problem has not come back. Guess I didn't want the complete package anyway.

 

Very disapointed in lack of response from Roxio. Had made mistake of throwing away my receipt or I'd take the progam back and find something that works.

 

 

Didn't mean to confuse the Guru. With my lack of knowledge of the proper lingo. My guess is most who buy this system are novices like myself.

 

The error message from Microsof Windows stated "This problem was caused by Roxio's UDF Reader (udfreadr.sys). Roxio's UDF Reader (udfreadr.sys) was created by Roxio, Inc.

A solution is available that will solve this problem. Go to the Roxio web site to learn more about the solution."

 

Of course there was nothing I could find on the Roxio web site. So I asked them via e-mail for help and they have ignored my request since Jan 3.

 

The computer froze up and I was unable to open close or activate any programs or operations including shut down. I finally had to just shut down power. The computer then would not boot up past the Window's opening page. That was the "crash" I refered to. Maybe not the right terminology but the computer was "tits up" and not usable.

 

Repair shop replaced one memory module, removed a Nero system they felt was competing, updated a video card driver plus removed and reinstalled EMC9.

 

Next time I used EMC9 the same error message came up. That's when I was advised to remove D2D. Program has been running fine since then.

 

Yes, I did buy the EMC9 in a store. I like to have the User Manual and you don't normally get that when downloading off the net. Also makes it easier to remove and reinstall when necessary.

 

Not sure how someone buying EMC9 for first time is supposed to know that D2D is a useless program noone uses.

 

Have found this chat room area more help than Roxio Service or the User Manual especially in learing to use the programs.

[ggrussell]

Repair shop replaced one memory module, removed a Nero system they felt was competing, updated a video card driver plus removed and reinstalled EMC9.

Sounds like the repair person is knowledgeable. As a novice, he could be your best friend. Hopefully, he doesn't charge too much.

[gi7omy]

OK - I'll see if I can explain

 

The memory fault - that was probably about to happen and it's pure coincidence that it happened when it did (installing a program doesn't wreck hardware - screw up an installation and 'mislay' an optical drive, yep, that can happen but physical hardware damage, nope)

 

UDFreader.sys - that's part of D2D. I'm guessing you had Nero installed with InCD (their version of D2D) and that is always a problem. Two packet-writing programs can't co-exist on the same machine and one or the other has to come out. There is btw a separate program for reading UDF discs - but that's not included in the suite (it was used way back in earlier versions (when ECD was owned by Adaptec and they maintain that)

 

The failure to boot - almost certainly down to faulty RAM (had that one happen myself). Normally a badly behaved program that causes the shutdown/reboot cycle can be bypassed by booting in safe mode. Failure to get into safe mode is almost always hardware (I had that with a faulty drive )

 

Btw - you only 'download' if you are accessing something online - installing a program is just that - 'installing' and the manual - have a look here:

 

http://forums.support.roxio.com/index.php?showtopic=8788

 

Get that and that's 'download'

 

The point about D2D isn't that it's a bad program per se - just that any packet writing for back-up purposes is about as reliable as an igloo in the Sahara - add that to the reliability of using RW media (which has an amorphous reflective layer and it sort of oozes back to flat over time) and you can see why no-one here will actually recommend it. Guaranteed way to LOSE any data and this applies to all Packet writing s/w including InCD and so on

[photoman]

A followup question for the guru's.

 

After several days without recognizable problems. I have again begun receiving the same error message from Microsoft. "The system has recovered from a serious error" When I hit "send report" I'm getting the same message as before "The problem was caused by Roxio's UDF Reader (udfreadr.sys)." etc.

 

Once I hit "send report", the message keeps coming back. If I hit "don't send" it stops.

 

I have no idea what a UDF Reader is but thought it was removed with the D2D program when I removed it a week ago.

 

Only work I have done on EMC9 since problem was fixed was put in some "transitions" to a project I had started. I also explored but did not use the "add audio" area.

 

Any additional suggestions? Roxio has still not responded so not much sense in asking them again.

[gi7omy]

If the problem is just the MS Error Reporting, you can actually turn that off

 

Go to Control Panel, System, Advanced Tab and at the bottom you will see a button 'Error Reporting'. Click on 'Disable and clear 'But notify me' and it never pops up again

 

However if it IS causing an error when you try to use the program, let us know

[photoman]

Good luck getting any answers from Roxio's support group. Sent them an e-mail 11 days ago when I first ran into problems with downloading. Have a case number but no response. Flaw in their program that they haven't responded to, caused my computer to crash. After $90 in repairs started getting same error message about UDF Reader needing updating. My computer repair guy said problem is with D2D so we uninstalled it. Problem has not come back. Guess I didn't want the complete package anyway.

 

Very disapointed in lack of response from Roxio. Had made mistake of throwing away my receipt or I'd take the progam back and find something that works.

[gi7omy]

Now that has to be about the most confusing fault summary I've come across

 

1: Problems with downloading - that's down to your internet connection or your isp

 

2: A crash cost $90?? That to me (qualified tech btw) sounds more like a hardware fault and nothing to do with software.

 

3: 'UDF Reader needs updating'? EMC9 doesn't USE a UDF Reader

 

4: Problem with D2D - most of us never use it (totally unreliable for backup) but what SORT of problem?

 

5: You 'threw away the receipt' You don't get a printed receipt with downloads - only for shop-bought boxed sets