Neil999 Posted July 16, 2008 Report Share Posted July 16, 2008 The Update Manager for CD/DVD creator 6 has stopped working. On clicking "check for updates" (or when the program does it automatically) Windows XP intervenes with "Roxio AutoUpdater application has encountered a problem and needs to close". I have made no significant changes to my computer. Anyone else had this? I reinstalled the program and Autoupdater worked well enough to tell me that "there are no new updates" - not strictly true, as there have been several updates since I bought the program a few years ago. I found these updates on the Roxio website and installed them, after which the "needs to close" error returned. Clearly the location which Autoupdater contacts has been closed/moved. There have been no new updates for CD/DVD for nearly three years, so the problem isn't that serious. To avoid getting the annoying error message you can turn off Autoupdate. In itself that doesn't bother me too much - what does, is that when I contacted Roxio to ask about this I was told that Creator 6 is no longer supported and that I will need to buy a new product to get technical support. They are having a laugh! Past encounters with Roxio Technical support left me unimpressed so somehow don't think I'll be forking out. The rest of the program works well enough but if I ever need a more modern burning program it's Nero, here I come! Link to comment Share on other sites More sharing options...
Jim_Hardin Posted July 16, 2008 Report Share Posted July 16, 2008 Well the last update was 4/04 so I have no idea what you think you were updating. You are also 4 versions behind time, so if you move to Nero, it is not like it is going to devalue Sonic's stock… Be sure and check with Nero to make sure that they still support their Version 4 – the equivalent of Roxio V6. Link to comment Share on other sites More sharing options...
Neil999 Posted July 16, 2008 Author Report Share Posted July 16, 2008 Well the last update was 4/04 so I have no idea what you think you were updating. You are also 4 versions behind time, so if you move to Nero, it is not like it is going to devalue Sonic's stock… Be sure and check with Nero to make sure that they still support their Version 4 – the equivalent of Roxio V6. I think you've rather missed my point, Jim. I stated that I wasn't expecting any new updates, and that's not surprising since as you say, there haven't been any for ages. Not even for the bug in Disc Copier that crashes the program when you try to change the cache location (not that that's a major issue). I would prefer to be told "no updates available," as I have been for the last three or so years, than have the "this program has to close" message from Windows, but I can live with that too. Nor do I think I'll need counselling to cope with the fact that having turned off AutoUpdater, the program has started to nag me to turn it back on. There are worse problems in life, right? The point I was trying to make - and obviously I didn't make it very well - was that I object to being told I need to buy a new product simply to elicit a useful response from the Tech Support team. I bought Creator simply so that I could burn entire discs without gaps between tracks - this is essential for classical music and impossible to do using Media Player, for example. In that respect Creator has served me well and still does. In many ways I am quite satisfied with Roxio's product - and would be far more so if I had received a constructive response to my query rather than an exhortation to spend more money. Your comment that my moving to Nero is unlikely to devalue Sonic's (new owner of Roxio?) stock sums up their attitude nicely. No doubt there are plenty of people who are ready to fork out every year for the new product hoping that perhaps this time the bugs have gone. Or they'll be badgered into doing so as they want the technical support. So what do Sonic/Roxio care for the opinions of people like me? Or, for that matter, what the majority of the reviewers on Amazon have to say about Creator 10 (a big thumbs down). So long as the money rolls in, we customers can bog off. In summary - nice(ish) software, shame about the company's attitude. Link to comment Share on other sites More sharing options...
Brendon Posted July 16, 2008 Report Share Posted July 16, 2008 I sympathize with you Neil. I felt exactly the same when Microsoft pronounced 'end-of-life' for DOS 6. In my view they should pay support people to keep learning all about DOS 6 just in case I ring up with a problem, but they won't. It can't cost much to teach all the new generation of support staff all about products that have been out-of-date for years, can it? This idea of withdrawing support for versions of software they haven't sold since last century shows that Microsoft have the same bad attitude. I'd buy something different in protest, except MacOS won't run on my PC. Brendon Link to comment Share on other sites More sharing options...
Neil999 Posted July 17, 2008 Author Report Share Posted July 17, 2008 I sympathize with you Neil. I felt exactly the same when Microsoft pronounced 'end-of-life' for DOS 6. In my view they should pay support people to keep learning all about DOS 6 just in case I ring up with a problem, but they won't. It can't cost much to teach all the new generation of support staff all about products that have been out-of-date for years, can it? This idea of withdrawing support for versions of software they haven't sold since last century shows that Microsoft have the same bad attitude. I'd buy something different in protest, except MacOS won't run on my PC. Brendon Well, gosh! The answers I've received so far go to show that over the pond you do irony far better than we Brits, contrary to popular opinion over here! (If I've misunderstood you Brendon I apologise, but I don't think I have.) Next time I take my car in for a service I'll be better informed. You see, the gearshift has a funny habit of slipping out of third into neutral at the most awkward times. It's an old car with many miles on the clock and generally pretty reliable, but I need a professional opinion as to whether the problem can be fixed or not. Now there was little naive old me, thinking that the mechanic at the dealership would do the usual - suck air through his teeth, look as if he's just been to a funeral and say "sorry mate, that gearbox is knackered and it's gonna cost you guv'nor." Now I know better - the mechanic will tell me that as I've been impertinent enough to keep the same car for more than four years, there's no way he is prepared to tell me what's wrong with it. No problem - I'll just get my chequebook out and buy the nice-looking motor on the forecourt and if anything goes wrong with it, I'm sure that nice mechanic will help for, ooh, a couple of years... I've made my point. I shall follow this thread with interest to see what further maulings I get from the Roxio Fan Club and whether some brave dissatisfied customer dares to stick his or her head above the parapet and agree with me about the level of Tech Support... Link to comment Share on other sites More sharing options...
Guest ml Posted July 17, 2008 Report Share Posted July 17, 2008 The Update Manager for CD/DVD creator 6 has stopped working. You're absolutely correct. The Update Manager has stopped working for both version 6 and version 7 of EMC. HOWEVER, there are several updates available for version 6 available, but you have to go to the Roxio/ Support/ Software Updates, then click on version 6.xx and download and install the update manually. The updates are still available. It's just the download manager that doesn't work. Link to comment Share on other sites More sharing options...
ogdens Posted July 17, 2008 Report Share Posted July 17, 2008 Well, gosh! The answers I've received so far go to show that over the pond you do irony far better than we Brits, contrary to popular opinion over here! (If I've misunderstood you Brendon I apologise, but I don't think I have.) Next time I take my car in for a service I'll be better informed. You see, the gearshift has a funny habit of slipping out of third into neutral at the most awkward times. It's an old car with many miles on the clock and generally pretty reliable, but I need a professional opinion as to whether the problem can be fixed or not. Now there was little naive old me, thinking that the mechanic at the dealership would do the usual - suck air through his teeth, look as if he's just been to a funeral and say "sorry mate, that gearbox is knackered and it's gonna cost you guv'nor." Now I know better - the mechanic will tell me that as I've been impertinent enough to keep the same car for more than four years, there's no way he is prepared to tell me what's wrong with it. No problem - I'll just get my chequebook out and buy the nice-looking motor on the forecourt and if anything goes wrong with it, I'm sure that nice mechanic will help for, ooh, a couple of years... I've made my point. I shall follow this thread with interest to see what further maulings I get from the Roxio Fan Club and whether some brave dissatisfied customer dares to stick his or her head above the parapet and agree with me about the level of Tech Support... This was posted 2 years ago on this forum ( http://forums.support.roxio.com/index.php?showtopic=9334) by Roxio and clearly outlines their policy on this version. Link to comment Share on other sites More sharing options...
Jim_Hardin Posted July 17, 2008 Report Share Posted July 17, 2008 Well, gosh! The answers I've received so far go to show that over the pond you do irony far better than we Brits, contrary to popular opinion over here! (If I've misunderstood you Brendon I apologise, but I don't think I have.) Next time I take my car in for a service I'll be better informed. You see, the gearshift has a funny habit of slipping out of third into neutral at the most awkward times. It's an old car with many miles on the clock and generally pretty reliable, but I need a professional opinion as to whether the problem can be fixed or not. Now there was little naive old me, thinking that the mechanic at the dealership would do the usual - suck air through his teeth, look as if he's just been to a funeral and say "sorry mate, that gearbox is knackered and it's gonna cost you guv'nor." Now I know better - the mechanic will tell me that as I've been impertinent enough to keep the same car for more than four years, there's no way he is prepared to tell me what's wrong with it. No problem - I'll just get my chequebook out and buy the nice-looking motor on the forecourt and if anything goes wrong with it, I'm sure that nice mechanic will help for, ooh, a couple of years... I've made my point. I shall follow this thread with interest to see what further maulings I get from the Roxio Fan Club and whether some brave dissatisfied customer dares to stick his or her head above the parapet and agree with me about the level of Tech Support... Neil: We are fellow users here and we do sort of sympathize with your discovery but to put it bluntly, your concept of business is very immature. You paid less than $100 for a product. For that kind of money you cannot possibly expect "we will fall all over you" support for eternity. Your car analogy isn't that good in the USA. Here car manufactures are required by law to support, with parts for 5 years!!! After that you are indeed, on your own. But I am sure that they will at least say they are sorry… You have a generation of mechanics that have never worked on a carburetor or even seen a set of ignition points and condenser. Good luck with them. Link to comment Share on other sites More sharing options...
Neil999 Posted July 17, 2008 Author Report Share Posted July 17, 2008 Neil: We are fellow users here and we do sort of sympathize with your discovery but to put it bluntly, your concept of business is very immature. You paid less than $100 for a product. For that kind of money you cannot possibly expect we will fall all over you support for eternity. Your car analogy isn't that good in the USA. Here car manufactures are required by law to support, with parts for 5 years!!! After that you are indeed, on your own. But I am sure that they will at least say they are sorry… You have a generation of mechanics that have never worked on a carburetor or even seen a set of ignition points and condenser. Good luck with them. OK I give up! I'm obviously complaining to the wrong people. I'll admit I'm a bit confused over one thing - "we are fellow users here" suggests that you and the others who have poured scorn on me for raising this issue are happy, satisfied Roxio customers who are fed up with immature people like me complaining about their favourite product. Then you go on to say "you cannot possibly expect we will fall all over you" suggesting that you are are in some way connected with Roxio. Interesting. I'll accept that my comments are not welcome here and with your agreement, I'll respect your view if you'll respect mine (even if neither of us like it) and call it a day. Oh, well! Link to comment Share on other sites More sharing options...
Ijar Posted July 17, 2008 Report Share Posted July 17, 2008 Link to comment Share on other sites More sharing options...
Brendon Posted July 17, 2008 Report Share Posted July 17, 2008 Neil, I was driving down the main street in my town today behind a 1939 Dodge, which was behaving nicely and not even smoking. The Dodge might be even older in car years than Easy CD and DVD Creator 6 is in computer years [but not much older!] but I'll bet that car is kept on the road without any intervention or assistance from its makers. My point is that you should be able to expect good support for anything for a certain time, and after that you might be able to buy spares for as long as they last, but you can't expect any company to keep providing support past the "end-of-life" date of their product. There are two big factors mitigating against it - (1) education of support staff costs money, even if the helpdesks are now in Bombay or Cairo or Beijing. (2) the longer you support an ancient product, the longer the customer staves off buying the newest version and the less the cashflow for the shareholders. I do sympathize, but I feel your expectations are unreasonable. Help for ancient versions is left to us, the volunteers, and that's why we're here. Best regards, Brendon Link to comment Share on other sites More sharing options...
gi7omy Posted July 17, 2008 Report Share Posted July 17, 2008 You did sort of miss the point Neil - none of us here are connected to Roxio beyond the fact that we haunt this forum (we've been using the software since the days of Adaptec and ECD3 - in fact I still have a copy of ECD2 here ) Heck a few of us aren't even on the same continent as Roxio/Sonic (a point you did get wrong about Brendon btw - he's a kiwi ) The point we are trying to make is that ECD6 is an old program (since superceded by EMC7, 7.5, 8, 9 and 10), the updates for that finished some time ago) and the fact that the update manager has, at long last, decided 'enough is enough - there's nothing there for me' is scarcely surprising - in fact all that does surprise me is that it took this long to actually get to that point That being said, if you have any other problems or need advice on any function - drop a line in a new thread and one of us will try to help sort it out Link to comment Share on other sites More sharing options...
Brendon Posted July 17, 2008 Report Share Posted July 17, 2008 p.s. I just ran the Dodge through the computer, and it has done about 150,000 miles. Link to comment Share on other sites More sharing options...
Jim_Hardin Posted July 17, 2008 Report Share Posted July 17, 2008 OK I give up! I'm obviously complaining to the wrong people. I'll admit I'm a bit confused over one thing - "we are fellow users here" suggests that you and the others who have poured scorn on me for raising this issue are happy, satisfied Roxio customers who are fed up with immature people like me complaining about their favourite product. Then you go on to say "you cannot possibly expect we will fall all over you" suggesting that you are are in some way connected with Roxio. Interesting. I'll accept that my comments are not welcome here and with your agreement, I'll respect your view if you'll respect mine (even if neither of us like it) and call it a day. Oh, well! There, I added quotation marks to "we will fall all over you" and hopefully you will not confuse users with staff anymore. Anyone working for Roxio will be clearly identified. 7 users have responded to your 'view' and not one agree with it. Perhaps that is an indication that you should reconsider the whole thing??? In any case, you have been civil and that is appreciated. Link to comment Share on other sites More sharing options...
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