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Awaiting Response To Support Request


CarlJ

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I'm having a problem with updating MyDVD 10 Premier software. I sent in a support request on Sun 8/3. How soon does Roxie respond to support requests as I'm dead in the water right now? Is it reasonable to expect to hear within a day or two? Thank you. If anyone's interested, here's my support request.

Carl Iverson

 

Sirs: On 7/25/2008 I purchased and downloaded MYDVD 10 Premier ESD UG/EM SKU ESD-239100 from Digitalriver Build 111B15A. On 8/2/2008 I saw in your updates Build 111B34A. Since I had Build 111B15A I downloaded and installed RoxioMyDVDPremier10.1_FA30AZSOMYP.exe. However, now when I startup MyDVD 10 Premier from the desktop the only applications I have is CinePlayer and there are no Utilities. I also downloaded the content EMC10Content_3826AZSOSQA.exe. This was the same as the content I had previously downloaded from Digitalriver-but I downloaded it anyway. When I went to install the content it said to remove the old one first using Windows Remove. When I went to Windows XP Control Panel ADD or Remove Programs I see two identical enteries called Roxio MyDVD 10 Premier. What do I do now? Thank you.

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How large are the 'update' files? If they are about 700MB each, then they are most likely the entire install. I would uninstall both from the control panel. Delete all folders that are left. Follow the KB for a Clean Install.

 

Then reinstall the 111B34A files only. Make sure you have your install key handy.

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How large are the 'update' files? If they are about 700MB each, then they are most likely the entire install. I would uninstall both from the control panel. Delete all folders that are left. Follow the KB for a Clean Install.

 

Then reinstall the 111B34A files only. Make sure you have your install key handy.

 

Thanks for the reply ggrussell. Yes, they're over 700mb. But the original 111B15A was so much larger than the update I'm not sure which is the correct program.

 

Build 111B15A from DigitaRiver (Original purchase)

RoxioMyDVD10Premier10.1_FA08AZS1MYP.EXE 1,456,604KB

 

Build 111B34A (Update from web site)

RoxioMyDVD10Premier10.1_FA30AZSOMYP.EXE 764,268KB

 

Content for both builds

MyDVD10Content_3826A25QA.EXE 711,984 KB

 

What role does the content play? Does this have the missing applications and utilities?

 

If I could figure out how to insert here, I have screen images of the Control Panel change/Remove parameters for the two Roxio MyDVD Premier set up wizard enteries.

 

Thanks for your help.

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The file you downloaded from Digital River included both CDs in one large file. The Content file includes the MyDVD menu styles and extra stuff for PhotoSuite, etc. The first 111B34A file contains only the applications.

 

Well, I did as instructed in my original paragraph. I removed the content using Windows Control Panel remove. Then I went to install the content and this time I got this error message: "You must install Roxio Easy Media Creator 10 before installing content." Now I am really confused-I thought I had only MyDVD 10 Premier? Since I removed only the content I still had MyDVD 10 installed-confirmed this by starting MyDVD 10 up and of course, as previously stated, it's missing the applications and utilities. Based on what has happened I don't think going to a clean install will solve the problem. My guess, and that is all it is, is that there's a CD missing from the site download. I wish I could get some feedback from technical support as to what is happening and what needs to be done.

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This is certainly confusing. I think you are right. Although the wrapper for Content is for MyDVD Premier, once the files are extracted, it looks for EMC 10.

 

Update :

I re-tested on a clean system and it seems the Content Files are common to EMC 10. What this means is that you should be able to install My DVD Premier as well the the Content file, although flagged as EMC Content. I suggest you go through a clean install and ensure using Windows Installer Cleanup Utility to remove any entries related to Roxio.

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This is certainly confusing. I think you are right. Although the wrapper for Content is for MyDVD Premier, once the files are extracted, it looks for EMC 10.

 

Update :

I re-tested on a clean system and it seems the Content Files are common to EMC 10. What this means is that you should be able to install My DVD Premier as well the the Content file, although flagged as EMC Content. I suggest you go through a clean install and ensure using Windows Installer Cleanup Utility to remove any entries related to Roxio.

This is what the download instructions state: During the install, your existing installed copy of MyDVD 10 Premier will be replaced with the updated version. Apparantly that is not the case. As you suggest, I did a clean install but did it as follows: From the control panel Add or Remove Programs, I removed the Roxio software. I also had Sonic software and a Sonic DLL which I also removed. Then I removed the Roxio and Sonic folders from the Program Files folder which were empty. I did an install from the 2 previously downloaded update MyDVD files (one of which was the content). Now MyDVD Premier 10 is operating. :D

Thanks all for the input. ps-still haven't heard from support.

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This is what the download instructions state: During the install, your existing installed copy of MyDVD 10 Premier will be replaced with the updated version. Apparantly that is not the case. As you suggest, I did a clean install but did it as follows: From the control panel Add or Remove Programs, I removed the Roxio software. I also had Sonic software and a Sonic DLL which I also removed. Then I removed the Roxio and Sonic folders from the Program Files folder which were empty. I did an install from the 2 previously downloaded update MyDVD files (one of which was the content). Now MyDVD Premier 10 is operating. :D

Thanks all for the input. ps-still haven't heard from support.

Did you check your spam files for their reply? Perhaps it was blocked (link)..

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