Support

[snagrem]

Just purchased Creator 2011. Cant get some of the modules to load, others wont work. Tried support, but all I get is an email telling me that they do not support the full programs and I should contact the mfg. Who is the mfg? I have no way to contact them. No way to get "phone" support from Rocio etc. They just leave you in the dark. The support is the very worst I have ever encountered. Store wont refund as pkg is open. WHAT A RIP OFF!!!!!!!!!

[sknis]

Just purchased Creator 2011. Cant get some of the modules to load, others wont work. Tried support, but all I get is an email telling me that they do not support the full programs and I should contact the mfg. Who is the mfg? I have no way to contact them. No way to get "phone" support from Rocio etc. They just leave you in the dark. The support is the very worst I have ever encountered. Store wont refund as pkg is open. WHAT A RIP OFF!!!!!!!!!

 

I'm not quite understanding what you are saying. Creator 2011 is the full program. Where did you buy it? Roxio is probably closed today and will reopen on Monday, 27.

 

The first question I have is what computer do you have and what operating system? You can post all the details including the video card/chip or just the full manufacturer's name and complete model number.

 

This might take about 1/2 hour depending on you computer's readiness:

 

Do these things (link) ; do not skip anything. Come back if you don't know how to do something.

Turn off your anti-virus; not just pause it.

Put the disc into your computer. When the computer reads it, you will have the option to do a repair or reinstall. Select to do that.

Once it is installed, you can turn on your anti-virus again. Do not use a registry cleaner; they are more trouble than they are worth.

 

Alternate if the above doesn't work:

Create a restore point on your computer.

Download Revo Uninstaller from cnet.com. Remove Creator 2011 using the Moderate Mode (only). Remove other software that you no longer want.

Reboot

Keep the anti-virus off

Reinstall.

 

Please do let us know how it works out for you.

Happy Holidays.

[ogdens]

Just purchased Creator 2011. Cant get some of the modules to load, others wont work. Tried support, but all I get is an email telling me that they do not support the full programs and I should contact the mfg. Who is the mfg? I have no way to contact them. No way to get "phone" support from Rocio etc. They just leave you in the dark. The support is the very worst I have ever encountered. Store wont refund as pkg is open. WHAT A RIP OFF!!!!!!!!!

 

 

* Telephone Support: Free for Creator 2011 customers during normal business hours* at 877-793-7471 (North America only).

 

 

 

*Monday - Friday, 11:00 A.M. to 6:00 P.M., EST.

 

 

[snagrem]

I'm not quite understanding what you are saying. Creator 2011 is the full program. Where did you buy it? Roxio is probably closed today and will reopen on Monday, 27.

 

The first question I have is what computer do you have and what operating system? You can post all the details including the video card/chip or just the full manufacturer's name and complete model number.

 

This might take about 1/2 hour depending on you computer's readiness:

 

Do these things (link) ; do not skip anything. Come back if you don't know how to do something.

Turn off your anti-virus; not just pause it.

Put the disc into your computer. When the computer reads it, you will have the option to do a repair or reinstall. Select to do that.

Once it is installed, you can turn on your anti-virus again. Do not use a registry cleaner; they are more trouble than they are worth.

 

Alternate if the above doesn't work:

Create a restore point on your computer.

Download Revo Uninstaller from cnet.com. Remove Creator 2011 using the Moderate Mode (only). Remove other software that you no longer want.

Reboot

Keep the anti-virus off

Reinstall.

 

Please do let us know how it works out for you.

Happy Holidays.

 

Do you think that after purchasing 5 copies of Creator 2011 for our office and we cant get even one on one computer we should have to go through all that? We are an insurance company not computer or IT folks and do not have the time for all that. We did not have any anti virus loaded when we attempted to install. Cant get Sonic fire to install, some of the selections on the Roxio do not work at all. The most we have been able to get to run is making a DVD and doing a data disk. We could have kept 2010 for that.

We are now thinking of moving to Nero where we can get phone support and know that it will work for what we paid for. This Roxio stuff is real junk and their support system is fro 30 years ago. The folks at Best Buy(where we purchased the 5 copies) tell us the same thing about the ROxio support and reccomend that we go to the latest Nero.

[cdanteek]

Do you think that after purchasing 5 copies of Creator 2011 for our office and we cant get even one on one computer we should have to go through all that? We are an insurance company not computer or IT folks and do not have the time for all that. We did not have any anti virus loaded when we attempted to install. Cant get Sonic fire to install, some of the selections on the Roxio do not work at all. The most we have been able to get to run is making a DVD and doing a data disk. We could have kept 2010 for that.

We are now thinking of moving to Nero where we can get phone support and know that it will work for what we paid for. This Roxio stuff is real junk and their support system is fro 30 years ago. The folks at Best Buy(where we purchased the 5 copies) tell us the same thing about the ROxio support and reccomend that we go to the latest Nero.

 

In your first post you complain you can't get phone support.

 

Ogdens supplied the phone support # instead of thanking him you go off and complain about something different.

 

Are you here for help or just to complain?

[sknis]

Why does an insurance company need any video editing software if all you are going to do is to make data DVD's? I personally don't think you are telling us the entire story. You are playing the "Yes-But" game.

 

We are supplying you with solutions and you are then saying yes- but (and then adding your have 5 copies for an insurance company).

Yes, but you should have done the prep before hand. if you did, then the repair would not take more than a couple of minutes.

Yes, but, did you make sure that all the computers would meet the minimum standards for the program (link)

Yes, but why didn't you load the program on one computer and try it before you opened ALL 5 packages?

Yes, but if you already have Creator 2010, why did you have the need to upgrade?

Yes, but if you did not have an anti-virus loaded and active why do you not think that a virus or malware was the problem?

Yes, but are you sure you put ALL the information in your posts to Roxio or did you play the same game with them? There response indicates that they were as confused as we are with what you are saying.

 

It sounds like you are making things up as you go along - not nice. Be honest! Don't attack us; we are just experienced users who try to help those that want help. We do not work for Roxio and didn't even get a Holiday card from them.

 

And BTW, happy Holidays to you are yours.

[snagrem]

Why does an insurance company need any video editing software if all you are going to do is to make data DVD's? I personally don't think you are telling us the entire story. You are playing the "Yes-But" game.

 

We are supplying you with solutions and you are then saying yes- but (and then adding your have 5 copies for an insurance company).

Yes, but you should have done the prep before hand. if you did, then the repair would not take more than a couple of minutes.

Yes, but, did you make sure that all the computers would meet the minimum standards for the program (link)

Yes, but why didn't you load the program on one computer and try it before you opened ALL 5 packages?

Yes, but if you already have Creator 2010, why did you have the need to upgrade?

Yes, but if you did not have an anti-virus loaded and active why do you not think that a virus or malware was the problem?

Yes, but are you sure you put ALL the information in your posts to Roxio or did you play the same game with them? There response indicates that they were as confused as we are with what you are saying.

 

It sounds like you are making things up as you go along - not nice. Be honest! Don't attack us; we are just experienced users who try to help those that want help. We do not work for Roxio and didn't even get a Holiday card from them.

 

And BTW, happy Holidays to you are yours.

 

Yes we do have the need for video editing(Accident and fire videos) We use dash cams for accident reconstruction etc and onsite cams for fire detection.

We followed the directions supplied bt Roxio to the letter

Trust me, ALL our computers meet or exceede the requirements.

We opend only 1 package so far. When that will not work we did not open any of the others

We try our best to keep up with the latest available softwear so that we are on the 'cutting edge" as it were. Roxio keeps sending emails raving about the new version/

I never said it was a virus or malwear problem. Just that it will not run

When we asked Roxio support about SonicFire(which is part of the Pro package) we wrere told that they DO NOT SUPPORT THAT PRODUCT(they sell it as oart of the Pro package but dont support it?)

 

And I do appreicate your help and input(I already tried to call the number given by another user(thanking him for his input), but was never able to get anyone to answer. We will try again on Monday. It is very frustrating to realize that all you get is an email telling you to seek advice from another source when you have no other source available.

I am telling the whole story. I just tried the repair, but that failed completly and now nothing will run.

 

Happy Holidays

[gi7omy]

'SonicFire' is actually Smartsound audio tracks (for background) and isn't a part of the suite per se. It doesn't DO anything (just lets you add a few samples of audio is all)

 

The 'minimum' specs listed are a joke really (they're about as valid as MS minimum specs - it will work but don't try any video work on a bare minimum machine)

 

What exactly ARE the specs on your computers? Telling is they 'meet or exceed' doesn't answer the question asked - we'd like to know CPU speed, system RAM and graphics capability to try to go deeper. What Operating System (and what Service Pack)? Do you have IE9 installed? There are a lot of unanswered questions there

 

Additionally, after the first failure, did you check to make sure it wasn't trying to install in compatability mode for Vista?

[bimicher]

Yes we do have the need for video editing(Accident and fire videos) We use dash cams for accident reconstruction etc and onsite cams for fire detection.

We followed the directions supplied bt Roxio to the letter

Trust me, ALL our computers meet or exceede the requirements.

We opend only 1 package so far. When that will not work we did not open any of the others

We try our best to keep up with the latest available softwear so that we are on the 'cutting edge" as it were. Roxio keeps sending emails raving about the new version/

I never said it was a virus or malwear problem. Just that it will not run

When we asked Roxio support about SonicFire(which is part of the Pro package) we wrere told that they DO NOT SUPPORT THAT PRODUCT(they sell it as oart of the Pro package but dont support it?)

 

And I do appreicate your help and input(I already tried to call the number given by another user(thanking him for his input), but was never able to get anyone to answer. We will try again on Monday. It is very frustrating to realize that all you get is an email telling you to seek advice from another source when you have no other source available.

I am telling the whole story. I just tried the repair, but that failed completly and now nothing will run.

 

Happy Holidays

 

I addition to answering daithy's question could you also tell us exactly what problems you are having. All you have said is "it doesn't work" and a lot of ranting.

[snagrem]

I addition to answering daithy's question could you also tell us exactly what problems you are having. All you have said is "it doesn't work" and a lot of ranting.

 

When I try to load some of the program, I get a message saying "Erro in Roxwizardlauncher Module" and then another error that says Videowave runtime error Then the entire program crashes