2/26/2009 Why did you close my ticket? I've reinstalled Windows Vista, basic drivers and tried to install Easy Media 10. Still no success. I still get the same problem I've gotten all along.
You haven't helped me and I still have a product that I can't install.
I resent the msinfo file and the only response is that you can't help me.
Please escalate this to someone who can help me and someone who won't just close my trouble ticket.
jeichholz
2/24/2009 Thank you for contacting Roxio Technical Support
Your system overview shows various application and system errors that are not related to Roxio software. We recommend uninstalling all Roxio products from your computer, having your system repaired and then re-installing your Roxio software.
The current state of your computer system does not allow for any further trouble shooting of your problem.
Your feedback (good or bad) helps us improve our service and, of course, a pat on the back is always welcome. ;-) Please click the survey link below to let us know how we are doing.
Take the survey!
jeichholz
2/24/2009
pnsongila
2/24/2009
WebTicket
2/23/2009 Still unable to install this product
rgan
2/23/2009 Thank you for contacting Roxio Technical Support
Please visit the page below for our refund policy and the contact information for your refund request
2/23/2009 I did a clean windows install, immediately tried to install Roxio Easy Media Creator 10 and still got the same errors I've gotten all along. I've been in computers all my life. I don't recall ever having a piece of software that was so Kludgy.
I would like a refund. Please let me know how you intend to handle this.
Thanks,
John Meyers
pnsongila
2/23/2009
Thank you for contacting Roxio Support.
The Msinfo report was generated by your computer. If you check in the section Windows Error Reporting, you will see the name of the application, time and date of the error. You had problems with Roxio Software, but you had also problem with software which are not related to Roxio as well. Software can only react according the system where they are installed.
We will recommend you to fix the problem with the computer and do a clean install.
This e-mail was generated by a mail handling system. Please do not reply to the address listed in the "From" field.
To update your question from our customer service site, click on the following link or paste it into your Web browser:
Thank you for your comments and we appreciate the feedback
WebTicket
2/20/2009 I'm having second thoughts about this program after reading all of the blogs and reviews on amazon. Looks like 2009 is as buggy as 10.
msinfo32.txt
pnsongila
2/20/2009 Thank you for contacting Roxio Technical Support.
We will need some more detailed information in order to help you.
This program is designed to give Windows users a comprehensive listing of the computer hardware, resources, software, and Internet settings.
Tool used by Technicians and Engineers to take a snap shot of your computer to help better trouble shoot and diagnose your computer.
• Version of Windows and service pack information.
• Computer name, make, and model.
• Computer processor and speed.
• BIOS version and data.
• Complete hardware resource information including conflicts/sharing, IRQ, DMA, and other resource information.
• Installed drives including the CD-ROM, Hard drive, and other disc/diskette drives.
• Installed sound card and video cards.
• Installed network cards and their associated network addresses and information.
• Other devices such as the keyboard, mouse, and connected USB devices.
• Installed software, drivers, signed drivers, startup programs, and services.
• Click on Start -> Run -> msinfo32 -> ok
• On the File menu, click Export.
• In Save in, click a file location.
• In File name, type the file name msinfo32.txt.
• Click Save.
Please attach the saved file to this webticket.
Regards,
Roxio Technical Support
WebTicket
2/19/2009 Anyone there?
ddalessandro
2/19/2009
WebTicket
2/19/2009 This all starte when I tried to install the upgrade RoxioEasyMediaCreator10.1_FA80AA50R13 from your site. I downloaded it, ran it and ever since, I've been trying to fix it.
I've removed all instances of roxio and sonic from my vista 32 premium home edition of windows (with all of the recommended windows updates. Nothing unusual.......soundblaster card, nvidia video card,2 DVD devices. Nothing out of the ordinary. Just a plain vanilla one year old vista machine with an intel motherboard.
I've tried installing the download by itself and I've tried installing from the original retail DVD.
WebTicket
2/19/2009 Just tried again........The setup window doesn't show the status bar and after about 1 minute, I get the window that says the installation is complete. No Roxio folder, no icon on the desktop.
WebTicket
2/19/2009 I shut down all start ups with msconfig. I searched roxio with regedit and removed all traces. I deleted all instances of Roxio on my hard drive. I've tried re installing the retail DVD of EZMC10. It looks like it completed but no icon is on the screen.
WebTicket
2/19/2009 1. The steps you are taking
2. Any troubleshooting steps you have already tried - I removed the program using windows uninstall. I used the windows uninstaller program and roxio and sonic weren't there.
3. What programs you are using and the software programs within the suite you are using. I'm just trying to install easy media creator 10 off the retail DVD
4. The type of files you are working with - N/A
5. Error message(s) you receive (if any) or any symptoms like hanging or the program shutting down. - None
6. What Operating System you are currently using (i.e. Windows XP Professional, Mac OS 10.3.9) - Vista 32 with current updates. Just like I was in May when I opened this ticket.
I
sploppert
2/19/2009 Thank you for Contacting Roxio Technical Support
For us to assist you more effectively, we will require some more information.
Could you kindly give us a more detailed description of your issue including
1. The steps you are taking
2. Any troubleshooting steps you have already tried
3. What programs you are using and the software programs within the suite you are using.
4. The type of files you are working with
5. Error message(s) you receive (if any) or any symptoms like hanging or the program shutting down.
6. What Operating System you are currently using (i.e. Windows XP Professional, Mac OS 10.3.9)
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.
Thank you for your comments and we appreciate the feedback
WebTicket
2/19/2009 I followed the instructions I received this morning. Tried to install from the original retail DVD. The install screen never showed the green status bar then, showed that the product installed. No icon and no Roxio folder in my C:\program files folder.
Still not working.
folmstead
2/19/2009 Thank you for contacting Roxio Technical Support. Please check out the following Knowledgebase article below to help resolve your issue. If the article doesn't resolve your issue, please let us know.
Clean Install Instructions for Creator 9 & 10 on Windows Vista
Install version 10 make sure it opens correctly then run the update 10.1.
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.
2/19/2009 I downloaded the update RoxioEasyMediaCreator10.1_FA80AA50R13 from your website. Did a uninstall, regedit and removed all instances of roxio and sonic, used microsoft install cleaner and reinstalled the RoxioEasyMediaCreator10.1_FA80AA50R13.
Install looked correct. When I click on the media creator icon........nothing happens.
Question
afriqueart
WebTicket
2/26/2009 Why did you close my ticket? I've reinstalled Windows Vista, basic drivers and tried to install Easy Media 10. Still no success. I still get the same problem I've gotten all along.
You haven't helped me and I still have a product that I can't install.
I resent the msinfo file and the only response is that you can't help me.
Please escalate this to someone who can help me and someone who won't just close my trouble ticket.
jeichholz
2/24/2009 Thank you for contacting Roxio Technical Support
Your system overview shows various application and system errors that are not related to Roxio software. We recommend uninstalling all Roxio products from your computer, having your system repaired and then re-installing your Roxio software.
The current state of your computer system does not allow for any further trouble shooting of your problem.
Regards,
Roxio Technical Support
http://support.roxio.com
Your feedback (good or bad) helps us improve our service and, of course, a pat on the back is always welcome. ;-) Please click the survey link below to let us know how we are doing.
Take the survey!
jeichholz
2/24/2009
pnsongila
2/24/2009
WebTicket
2/23/2009 Still unable to install this product
rgan
2/23/2009 Thank you for contacting Roxio Technical Support
Please visit the page below for our refund policy and the contact information for your refund request
http://www.roxio.com/enu/support/service/cs_refund.html
Regards,
Roxio Technical Support
http://support.roxio.com
WebTicket
2/23/2009 I did a clean windows install, immediately tried to install Roxio Easy Media Creator 10 and still got the same errors I've gotten all along. I've been in computers all my life. I don't recall ever having a piece of software that was so Kludgy.
I would like a refund. Please let me know how you intend to handle this.
Thanks,
John Meyers
pnsongila
2/23/2009
Thank you for contacting Roxio Support.
The Msinfo report was generated by your computer. If you check in the section Windows Error Reporting, you will see the name of the application, time and date of the error. You had problems with Roxio Software, but you had also problem with software which are not related to Roxio as well. Software can only react according the system where they are installed.
We will recommend you to fix the problem with the computer and do a clean install.
This e-mail was generated by a mail handling system. Please do not reply to the address listed in the "From" field.
To update your question from our customer service site, click on the following link or paste it into your Web browser:
http://selfserve.roxio.com/
Regards,
Roxio Support Europe
http://support.roxio.com
Have you tried our online self-service tools?
RoxAnn & Knowledgebase - http://support.roxio.com
Discussion Groups - http://forums.support.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.
WebTicket
2/20/2009 I've turned on some msconfig functions. I turned them off (rebooted) prior to installing. Still no success.
msinfo32.txt
pnsongila
2/20/2009 Thank you for contacting Roxio Technical Support.
Unfortunately we were not able to read your attachment.
Click on Start -> Run -> msinfo32 -> ok
• Double-click a category in the category tree, and then click an item to display its
information in the details pane. Expand each category before saving the file as texte file.
• On the File menu, click Export.
• In Save in, click a file location.
• In File name, type the file name msinfo32.txt.
• Click Save.
Please attach the saved file to this webticket.
This e-mail was generated by a mail handling system. Please do not reply to the address listed in the "From" field.
To update your question from our customer service site, click on the following link or paste it into your Web browser:
http://selfserve.roxio.com/
Regards,
Roxio Technical Support
http://support.roxio.com
Have you tried our online self-service tools?
RoxAnn & Knowledgebase - http://support.roxio.com
Discussion Groups - http://forums.support.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
WebTicket
2/20/2009 I'm having second thoughts about this program after reading all of the blogs and reviews on amazon. Looks like 2009 is as buggy as 10.
msinfo32.txt
pnsongila
2/20/2009 Thank you for contacting Roxio Technical Support.
We will need some more detailed information in order to help you.
This program is designed to give Windows users a comprehensive listing of the computer hardware, resources, software, and Internet settings.
Tool used by Technicians and Engineers to take a snap shot of your computer to help better trouble shoot and diagnose your computer.
• Version of Windows and service pack information.
• Computer name, make, and model.
• Computer processor and speed.
• BIOS version and data.
• Complete hardware resource information including conflicts/sharing, IRQ, DMA, and other resource information.
• Installed drives including the CD-ROM, Hard drive, and other disc/diskette drives.
• Installed sound card and video cards.
• Installed network cards and their associated network addresses and information.
• Other devices such as the keyboard, mouse, and connected USB devices.
• Installed software, drivers, signed drivers, startup programs, and services.
• Click on Start -> Run -> msinfo32 -> ok
• On the File menu, click Export.
• In Save in, click a file location.
• In File name, type the file name msinfo32.txt.
• Click Save.
Please attach the saved file to this webticket.
Regards,
Roxio Technical Support
WebTicket
2/19/2009 Anyone there?
ddalessandro
2/19/2009
WebTicket
2/19/2009 This all starte when I tried to install the upgrade RoxioEasyMediaCreator10.1_FA80AA50R13 from your site. I downloaded it, ran it and ever since, I've been trying to fix it.
I've removed all instances of roxio and sonic from my vista 32 premium home edition of windows (with all of the recommended windows updates. Nothing unusual.......soundblaster card, nvidia video card,2 DVD devices. Nothing out of the ordinary. Just a plain vanilla one year old vista machine with an intel motherboard.
I've tried installing the download by itself and I've tried installing from the original retail DVD.
WebTicket
2/19/2009 Just tried again........The setup window doesn't show the status bar and after about 1 minute, I get the window that says the installation is complete. No Roxio folder, no icon on the desktop.
WebTicket
2/19/2009 I shut down all start ups with msconfig. I searched roxio with regedit and removed all traces. I deleted all instances of Roxio on my hard drive. I've tried re installing the retail DVD of EZMC10. It looks like it completed but no icon is on the screen.
WebTicket
2/19/2009 1. The steps you are taking
2. Any troubleshooting steps you have already tried - I removed the program using windows uninstall. I used the windows uninstaller program and roxio and sonic weren't there.
3. What programs you are using and the software programs within the suite you are using. I'm just trying to install easy media creator 10 off the retail DVD
4. The type of files you are working with - N/A
5. Error message(s) you receive (if any) or any symptoms like hanging or the program shutting down. - None
6. What Operating System you are currently using (i.e. Windows XP Professional, Mac OS 10.3.9) - Vista 32 with current updates. Just like I was in May when I opened this ticket.
I
sploppert
2/19/2009 Thank you for Contacting Roxio Technical Support
For us to assist you more effectively, we will require some more information.
Could you kindly give us a more detailed description of your issue including
1. The steps you are taking
2. Any troubleshooting steps you have already tried
3. What programs you are using and the software programs within the suite you are using.
4. The type of files you are working with
5. Error message(s) you receive (if any) or any symptoms like hanging or the program shutting down.
6. What Operating System you are currently using (i.e. Windows XP Professional, Mac OS 10.3.9)
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
Have you tried our online self-service tools? For instant support, please try one of the tools below:
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
WebTicket
2/19/2009 I followed the instructions I received this morning. Tried to install from the original retail DVD. The install screen never showed the green status bar then, showed that the product installed. No icon and no Roxio folder in my C:\program files folder.
Still not working.
folmstead
2/19/2009 Thank you for contacting Roxio Technical Support. Please check out the following Knowledgebase article below to help resolve your issue. If the article doesn't resolve your issue, please let us know.
Clean Install Instructions for Creator 9 & 10 on Windows Vista
Install version 10 make sure it opens correctly then run the update 10.1.
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
2/19/2009 I downloaded the update RoxioEasyMediaCreator10.1_FA80AA50R13 from your website. Did a uninstall, regedit and removed all instances of roxio and sonic, used microsoft install cleaner and reinstalled the RoxioEasyMediaCreator10.1_FA80AA50R13.
Install looked correct. When I click on the media creator icon........nothing happens.
Please help.
Thanks,
John
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