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Install problems


meack

Question

:angry:

 

Tried install for weeks now - clean followed all directions to the letter - no good - just keep getting the same instructions over and over again. Each reply is like the one before. Roxio support is not meeting customer needs.

Here is the exchange with support...

 

This is the same as I tried before - but I tried it all again - Same results...

 

NOW WHAT DO WE DO?

 

WebTicket

3/24/2008 Please look through the history. The instructions just given today are the same as back on March 13th with more delete and reload instructions on the 14th. None of it worked!

 

Be assured that I have gone through all the instructions meticulously many, many times with the same results.

 

I want to have my money refunded - What is that process?

 

 

ddalessandro

3/24/2008 Thank you for contacting Roxio Technical Support

 

 

 

In order to correct this issue, you are going to need to perform a clean install.

 

 

 

1) You will need to use the Windows Install Cleanup Utility described below to uninstall (do not use add/remove programs) and then follow the rest of the steps in this article. Before reinstalling perform steps 2-4 in this email.

http://kb.roxio.com/content/kb/Creator/000127CR

 

 

 

2) Make sure to disable Windows Defender before reinstalling.

 

 

 

Right click on My Computer

Click Manage

Click Services and Applications

Click Services

In the Services window on the right, click on Windows Defender

Click Stop the service (to the left side of the right window).

 

 

 

3) Register vbs script

 

 

 

Go to start -> accessories and the right click on command prompt and click "run asadministrator", next type "cd C:\Windows\System32" and then type "regsvr32 vbscript.dll". It should confirm that vbscript has been registered.

 

 

 

4) Copy the CD to your hard drive and try installing from the hard drive

 

 

 

a. On your Desktop, double-click "My Computer"

b. Double-click the "Local C:" drive

c. Create a new folder by clicking on "File" from the menu, point to "New", and then click"Folder". Call the new folder "rox"

d. Insert the Easy Media Creator CD into your CD-ROM or DVD-ROM drive

e. In My Computer, right-click the CD-ROM or DVD-ROM drive, and then click "Explore"

f. On the "Edit" menu, click "Select All"

g. On the "Edit" menu, click "Copy"

h. Right-click the folder that you created in step 2, and then click Paste

i. When all the files have been copied to the new folder right click and choose run as admin on the Setup.exe or Install.bat in the folder that you created in step 2

j. Follow the on-screen instructions to complete the installation.

 

 

 

 

Thanks for contacting Roxio Customer Care. Let us know if you need further assistance on this issue by clicking the Update button.

 

 

 

Regards,

 

 

 

Roxio Technical Support

http://www.roxio.com/enu/support

 

 

WebTicket

3/23/2008 I have tried all the removal and deleting processes that I can find and those sent. I have downloaded and used the Windows Uninstaller, removed the files and folders and all the register values for Roxio and Sonic. I copied the files to my hard drive and tried to run from there. Each time the same results-Certificate error when tried to run any of the applications. This includes Windows installer program shutting down before the install finishes. I have tied all this and at least 10 times.

Please provide a return for reimbursement number - I give up!

 

rgan

3/14/2008 Thank you for Contacting Roxio Technical Support

 

 

 

Issue: Certificate file error

 

 

 

Follow the instructions below to use the Microsoft Cleanup Utility to remove software

 

 

 

1. Download Microsoft windows installer clean up utility

a. Enter the following address into the Address Bar of your web browser:

 

 

 

http://support.microsoft.com/default.aspx?...kb;en-us;290301

 

b. Scroll down to and click on "Download the Windows Installer Cleanup Utility package now"

c. Click on Save and select to save to your Desktop

 

 

 

2. Install and use the Installer Cleanup Utility to remove Easy Media Creator

a. On your Desktop, double-click on msicuu2.exe file and follow the on-screen instructions to install

b. Click on start, then All programs, and finally Windows Install Cleanup

c. Select Roxio Easy Media Creator and Roxio Burn Engine (if listed)

d. Click on Remove

e. Reboot your system

 

 

 

3. Re-install Easy Media Creator

 

 

 

If the information provided does not resolve your issue simply update your webticket with a detailed explanation with the steps you have tried and any error messages you receive.

 

Regards,

 

 

 

Roxio Technical Support

http://support.roxio.com

 

 

WebTicket

3/13/2008 Tried all steps in email - Same results. Windows installer stops and when run a program error says certificate file is corrupt or missing. Also tried disabled all in startup. Anti virus turned off.

 

 

 

ddalessandro

3/13/2008 Thank you for contacting Roxio Technical Support

 

 

 

In order to correct this issue, you are going to need to perform a clean install.

 

 

 

1) You will need to use the Windows Install Cleanup Utility described below to uninstall (do not use add/remove programs) and then follow the rest of the steps in this article. Before reinstalling perform steps 2-4 in this email.

http://kb.roxio.com/content/kb/Creator/000127CR

 

 

 

2) Make sure to disable Windows Defender before reinstalling.

 

 

 

Right click on My Computer

Click Manage

Click Services and Applications

Click Services

In the Services window on the right, click on Windows Defender

Click Stop the service (to the left side of the right window).

 

 

 

3) Register vbs script

 

 

 

Go to start -> accessories and the right click on command prompt and click "run asadministrator", next type "cd C:\Windows\System32" and then type "regsvr32 vbscript.dll". It should confirm that vbscript has been registered.

 

 

 

4) Copy the CD to your hard drive and try installing from the hard drive

 

 

 

a. On your Desktop, double-click "My Computer"

b. Double-click the "Local C:" drive

c. Create a new folder by clicking on "File" from the menu, point to "New", and then click"Folder". Call the new folder "rox"

d. Insert the Easy Media Creator CD into your CD-ROM or DVD-ROM drive

e. In My Computer, right-click the CD-ROM or DVD-ROM drive, and then click "Explore"

f. On the "Edit" menu, click "Select All"

g. On the "Edit" menu, click "Copy"

h. Right-click the folder that you created in step 2, and then click Paste

i. When all the files have been copied to the new folder right click and choose run as admin on the Setup.exe or Install.bat in the folder that you created in step 2

j. Follow the on-screen instructions to complete the installation.

 

 

 

 

Thanks for contacting Roxio Customer Care. Let us know if you need further assistance on this issue by clicking the Update button.

 

 

 

Regards,

 

 

 

Roxio Technical Support

http://www.roxio.com/enu/support

 

 

 

Have you tried our online self-service tools? For instant support, please try one of the tools below:

 

 

 

Roxanne - http://roxio.com/en/support/nh/index.jhtml

Discussion Groups - http://forums.support.roxio.com

Knowledgebase - http://search.roxio.com

 

 

 

We are always looking for ways to improve so please click on the link below to complete our online support survey.

 

 

 

http://www.surveymonkey.com/s.aspx?sm=gogk...2fyt0p0pg_3d_3d

 

 

 

Thank you for your comments and we appreciate the feedback

dpd

 

 

WebTicket

3/10/2008 Will not install. Windows Install stops. Tried clean install many many times - over and over. Using Vista home on Lenovo T61. Box does say Vista compatible. Tried all I could find in help and other discussions from msconfig with nothing at start up. Always the same results.

 

Now want to return product to Best Buy.

 

 

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3 answers to this question

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I have had the same problem. Successfully installed the CD I bought from Target, but the software will not open. Vista tells me that the software stopped working -- it never worked in the first place. So I uninstalled the software and reinstalled. Same bad results.

 

So I sent in a ticket to Roxio support and told them what was going on and what I did. I told them I uninstalled and reinstalled.

 

They just told me to uninstall and reinstall and haven't ever responded to my reply on my ticket explaining for a second time that I have uninstalled an reinstalled and it doesn't work.

 

How do I get my money back from Target on an opened box? Why would I ever buy a Roxio product again?

 

Any peer out there recover from such a problem?

 

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Your post seems to have confused volume with quality :D

 

While this is not really support but a peer-to-peer forum, we will see if we can get somebody's attention.

 

Since you purchased at Best Buy, your first course of action would be to return it there just as if you bought a Chevy, you wouldn't go to Detroit to return it.

 

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