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LIVE TECH SUPPORT


rafadello

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Hi -

 

Less than two months ago, I bought a new DELL Computer (DIM E521, A64 X2m 5000+, 2.60GHZ) that comes with ROXIO CREATOR DELL EDITION.

 

I was able to make a few copies of DVDs, until I encountered a problem. During my latest attempt to copy a DVD, this error message came up:

 

"There was an error writing the image to your hard drive. Please make sure you have 0 KB free on any one of your hard drives, then try the copy again."

 

I don't know what this error means. Also, the burning is taking much longer; sometimes it would jump from 1 hour to 50 minutes to 9 minutes so forth and so on, but the burning never completed. I've spent the last two weeks trying to find a resolution by reading all the postings related to burning DVDs in the Roxio community, but to no avail. So I decided to write to webticket@roxio.com on 2/18. After getting to immediate response, I sent them a follow-up e-mail on 2/20. Again no response. Then another follow-up e-mail on 2/22 with a threat that if I did not get an immediate response, then I would return my DELL computer and demand a refund. Still no response!!!

 

I'd like to know if ROXIO has live tech support. I have a very busy job and family life and I really do not have much time to spend scouring the online labyrinth of techno mumbo-jumbo. I just want to able to speak to a live tech who knows what they're doing.

I am a service rep myself and I speak with customers every day; they're happy to be able to speak with a live rep who listens to their problems and who do not make them feel stupid.

 

There's nothing more frustrating than buying a product, and not being able to speak to a real live person to help you with a problem.

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I'm a tech and I'm definitely a live one, but I doubt if you'd want to phone Ireland :lol:

 

What we can do here is to try to work out your problem - may take a few messages back and forth to get to the cause, but between everyone here, usually a solution can be worked out.

 

None of us here are employed by Roxio (unless there's a 'Roxio' icon at the name (and they only pop in on an odd occasion)

 

Give us a detailed description of the problem, what program in the suite your using, what version, what your system specs are - anything you feel useful in pinning down the problem

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You might want to try defragmenting your hard drive. If there isn't sufficient contiguous space on your hard drive, you can get a message like that. I don't work for Roxio, but from what I've observed, it seems to try one particular area of the hard drive first.

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Couple of other things can cause that too ml - running chkdsk at boot can toss up a lot of lost clusters (they show as empty space but can't be written to) - a lot of temp files is always a problem as well, but until we can actually work out what is happening, we're guessing ;)

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I did say that it was what I observed when defragmenting the hard drive. Whatever the cause, Windows shows a lot of fragmented files in one part of the hard drive and when the files are no longer fragmented, I can then burn a DVD or .iso file.

 

Tech support for the software included in a Dell computer is provided by Dell.

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I'm a tech and I'm definitely a live one, but I doubt if you'd want to phone Ireland :lol:

 

What we can do here is to try to work out your problem - may take a few messages back and forth to get to the cause, but between everyone here, usually a solution can be worked out.

 

None of us here are employed by Roxio (unless there's a 'Roxio' icon at the name (and they only pop in on an odd occasion)

 

Give us a detailed description of the problem, what program in the suite your using, what version, what your system specs are - anything you feel useful in pinning down the problem

 

Hi. Thanks for your reply.

 

Here's what I was trying to do:

 

1. I wanted to burn a DVD.

 

2. I click open the software program, "Roxio Creater LE Dell Edition." The software window pops up and gives me the "Copy" option.

 

3. I click the "Copy" option, which then gives me two options:

 

- Disc Copy (the Disc Copy project makes a duplicate of any non-copy protected CD/DVD.

- Save and Burn Disc Images (save and burn GI and ISO disc image files for increased duplication power).

 

4. I select Disc Copy which gives me these instructions:

 

1) Insert the disc you wish to copy in drive D (top drive)

2) Insert a blank or rewritable disc in drive E (bottom drive)

3) Click the Disc Copy button when you are ready to continue

 

5. I click the Disc Copy button and the copying begins and continues for about five to seven minutes; then the copying stops, and I get this message:

 

"There was an error writing the image to your hard drive. Please make sure you have 0 KB free on any one of your hard drives, then try the copy again."

 

 

As I said, my DELL computer is brand new. It is a customized DIM E521 like the one on this site: http://www.dell.com/content/products/produ...s=dhs&cs=19

 

Product Details: http://www.dell.com/content/products/produ...s=dhs&cs=19

 

DELL has a Live Chat tech support, but I'd like to make sure that I could get assistance from the Roxio forum first before I contact a DELL tech.

 

I would appreciate any assistance, and if you have further questions, please let me know. Thank you! :)

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Obviously you must have enough space on the hard drive for the image to be written there, so I'll presume you have

 

Defrag the drive and try again - if that fails, go to drive properties (right click on it), go to tools and select 'error checking' - this will run chkdsk on your next boot and check for lost clusters, etc.

 

If you haven't sufficient space, delete as much stuff as is safe - clear the internet cache, search for *.tmp and *.bak and delete them

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Obviously you must have enough space on the hard drive for the image to be written there, so I'll presume you have

 

Defrag the drive and try again - if that fails, go to drive properties (right click on it), go to tools and select 'error checking' - this will run chkdsk on your next boot and check for lost clusters, etc.

 

If you haven't sufficient space, delete as much stuff as is safe - clear the internet cache, search for *.tmp and *.bak and delete them

 

Please tell me how to defrag a drive. I've never done it and I'm too afraid to do it.

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Go to my computer, right click on the hard drive and go to properties, tools

 

There are options there for defragment and error checking.

 

It's not the most efficient de-fragger going, but it's better than nothing

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If you've never defragmented before, you're overdue. It should be a routine maintenance chore on your computer.

 

BEFORE you defragment, go to My Computer, right click on your c:\ drive and click Properties as Daithi suggested.

 

However, on that first General tab, click Disk Cleanup. It will usually delete the items in the recycle bin and the temporarty internet files which can take up a lot of room.

 

If you have any doubts about using these programs, go to Start and Windows Help, then type Disk Cleanup and search for Disk Cleanup. It will explain what it is used for and provide a shortcut to the program. You can do the same with Disk Defragmenter.

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Go to my computer, right click on the hard drive and go to properties, tools

 

There are options there for defragment and error checking.

 

It's not the most efficient de-fragger going, but it's better than nothing

 

I just defragmented my hard drive, restarted the computer, and tried burning a DVD again, but the same error message came up:

 

 

"There was an error writing the image to your hard drive. Please make sure you have 0 KB free on any one of your hard drives, then try the copy again."

 

I am beginning to think that space is not the problem. I have 125 GB of free space in hard drive now. The error message is WRONG and that it pops up randomly without any reason whatsoever.

 

I think I'll go ahead and ask a Live DELL tech. Thanks for your advice anyway.

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Just a thought - what way is the hard drive formatted - FAT32 or NTFS?

 

right click on the drive and it will show in properties.

 

One thing is puzzling me tho - you say that you get a message saying "Please make sure you have 0 KB free on any one of your hard drives". That doesn't make any sense to me - you need a LOT more than zero KB free. If it said you need 5 GB or something, I would understand it. There is something seriously wrong in that message but I haven't a clue what would cause it

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Do you by chance happen to have IE 7 installed?

 

I'm just wondering because you said you have the "Roxio Creater LE Dell Edition." version of the software and IE 7 may be causing a conflict.

 

If you do have IE7 installed, try uninstalling it and see if that helps.

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Daithi, I don't think it's going to be formatted with FAT32 if the operator has 125GB of free space. It takes a fancy formatter to format a drive that big in FAT32.

 

Spyware? Run at least 2 anti-malware programs to clean up your computer. What are you using for an anti-virus program.

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Daithi, I don't think it's going to be formatted with FAT32 if the operator has 125GB of free space. It takes a fancy formatter to format a drive that big in FAT32.

 

I know that Brendon - but what bugs me is the thing saying it needs 0 KB free on any one of your hard drives. Not that there IS 0 KB free or it needs X KB - but it needs ZERO

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  • 2 weeks later...

I got a new computer for christmas and my RoxioCreater LE dell edition is also giving me the same message of There was an error writing your image to the hard drive. The thing is i only have one hard drive so their for i have to let my computer make a temporary file of the disk then burn it to a blank. Also mine says make sure their is 4.4 GB of free space on your hard drive. Does any one know how to free up space or whats goin on here?

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How big is your drive and how much free space do you have?

 

For a start, I'd recommend deleting all temporary internet files, the internet history cache and any other temp files that may be around

 

Also - defragment the hard drive after emptying the recycle bin when you do the deletions

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I have a question---If the instructions tell the OP to place the disc you want to copy "FROM" in one drive

And then place a new disc in another different drive that you want to copy "TO",

Then why would you get an error screen that tells you it can't copy and ISO file to a "HARD DISK" ???

 

Either that or I'm not seeing why one would place a new disc in the "TO" drive at all ???

 

Frank...

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I have a question---If the instructions tell the OP to place the disc you want to copy "FROM" in one drive

And then place a new disc in another different drive that you want to copy "TO",

Then why would you get an error screen that tells you it can't copy and ISO file to a "HARD DISK" ???

 

Either that or I'm not seeing why one would place a new disc in the "TO" drive at all ???

 

Frank...

Are you sure the comptuter even has two CD drives?

 

And even if it does, some programs (ECD/DVDC 6 comes to mind) won't recognize anything but he burner as capable of more than 1x, whereas it WILL recognize the burner as able to go as fast as it comfortable CAN go. That's why I went from ECDC 4 to Version 6 to to ECDC 5. That's one of the reasons I don't care for Version 6. (Oh - and it DID make an .ISO on the Hard Drive before burning. Ditto Nero.)

 

Not to mention, that with Dell's RoxioCreator LE, you have up to 8 Versions per year, for a number of years, and no details available about what is in any of them :(

 

Lynn

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No matter how you copy a DVD, you're going to need enough space on your hard drive for the program to make an 'image (.iso)' file on your hard disk.

 

In some versions, there are options in Disk Copier to always cache, cache only if necessary, or never cache. You have a better chance of a successful burn if you choose 'always cache', but that means you need enough space on your hard drive.

 

However, this person is using an LE version and the options are probably set.

 

Lynn,

You don't need two CD or DVD drives. The program makes an 'image file' of the CD or DVD on the hard drive, then you take out the original CD/DVD and insert a blank CD/DVD. Then the program will burn the 'image' of the CD/DVD to the blank media.

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Lynn,

You don't need two CD or DVD drives. The program makes an 'image file' of the CD or DVD on the hard drive, then you take out the original CD/DVD and insert a blank CD/DVD. Then the program will burn the 'image' of the CD/DVD to the blank media.

Right. I was going to go back & edit that, but had too many windows open, so thanks for pointing that out.

 

It went 1x to cache it, and then 1x to burn it. The process went far faster if I let ECD/DVDC 6 or Nero simply cache from the burner, then write to the burner.

 

(ECDC 4 & 5 both could burn "on the fly", but the risk of errors, especially on the outer areas, is vastly increased that way.)

 

Lynn

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It just appeared to me, ml that theOP thought that when he clicked on burn that it would copy from the "from" drive to the "To" drive without saving it to a HD first. And the error he received was going way past that and in it's way telling the OP that it was going to copy the "from" to the HD first and there was a problem somewhere. Hope that makes sense. I would think that the error would give some indication of that.

 

Frank...

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