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Roxio 2012 Installation/loading Problem


sorens3
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Dear all,

I have now spent a month wiht Roxio Support trying so many things to get my installed Roxio 2012 to load, that I guess Roxio Support now is tired of me?

What happens is when I click on the Roxio app to start (se below in the support log for the many ways I tried to start the application) the only thing happes is the Roxio logo appears in the center of the screen for few seconds and then disapers. May I kindly ask you only to respond if you have a really good advise that I haven't tried yet, as I have tried so many things by now except reformat/reinstall the PC as you can read below in the support log history. No need to answer like" mee to" or " I also have the same issue".

Thanks in advance

My PC:HP M8031.sc-a ,IN tel 2CPU 6600 2.4GHZ, 4GB Ram, Windows Vista. 32-bit

I purchased the software online and the installation itself went OK.I already had Roxio 2010 which I uninstalled following the instructions given by Roxio Support

 

Below is the Roxio Support log with all details. Please notice the recent response is in the top and the oldest in the bottom.

Roxio Support

Tickets

Status

Date

1411149

Issue Description

Customer Service | RoxioNow | Installation/Update

WebTicket

04/03/2012

History:

Date:04/26/2012

As per your recommendation I have tried the following:

1. Open Run window.

2. Enter the command below and hit on enter.

3. C:\Program Files\Roxio 2012\Roxio Central

4. Right click on "Roxio CentralFX" and choose Run as administrator to launch the

software.

After I tried the aboe, the same thing happend: The Roxio2012 logo appeared in few

seconds in the middle of the screen and then nothing else.

Some of my frieds are telling me that all the suggestions provided by Roxio Support

seems to be 'Front Desk Support Suggestions', and they think Roxio Support should

escalate to a more Technical level/ Software Application level. Would that be an idea,

since for about a month now I have been trying all your suggestions and still the

application will not start?. Do you have an Application Engineer who knows what it takes

to get the application started and which files needs to run, or if you have a monitor

program or something else which can run to capture exactly what happens or rather what

does not happen since Roxio 2012 does not start?

Date:04/25/2012

To: sorens3@hotmail.com

CC:

BCC:

Subject: Roxio Support - Agent Response

Body:

Dear Soren,

A Roxio Agent has responded to your support case! Click the link below to view or update your support case. (Note: the case is automatically closed if no response is received within 5 days).

* Case # 1411149 - http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB'>http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB'>http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB'>http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB'>http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB'>http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB'>http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB'>http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB'>http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB'>http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB'>http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB

Agent Response:

I do understand how you feel from your end. In order to resolve the issue, I request you to follow the steps given below and check if the issue has been resolved.

1. Open Run window.

2. Enter the command below and hit on enter.

3. C:\Program Files\Roxio 2012\Roxio Central

4. Right click on "Roxio CentralFX" and choose Run as administrator to launch the software.

Please do let us know what happens to proceed accordingly.

Hope, this will be resolved.

Have a successful day!

We appreciate the opportunity to assist you.

The Roxio Support Team

** Please note this is an automatic email response that cannot be replied to.

Date:04/25/2012

Dear Support Thank you for your support.

1) I only have one PC

2) I am worried that this has several weeks without a solution. I remember when I bought

the Roxio 2010, I had same issues and I had to completely reformat and reinstall my PC.

I an disappointed that with the 2012 version I have to go through all this again, actually

that was the reason I didn't want to purchase the 2011 version.

3) I have installed more applications very easily in this same time frame without any

problems ( Navigation systems, photo and video editing software etc)

4) It will not make sense to give you screen copies, since what you'll see is that I click on

Roxio 2012 by clicking on the icon, or right click and run as administrator, and I also

tried START, application and click on Roxio 2012. The only thing happened was a Roxio

2012 logo appeared in few seconds in the middle of the screen and then nothing else >>

This is what I wrote to you already, and I kindly ask you to convince me how you can get

to a solution that will solve the problem looking at those screen shots.

5) I have been in Roxio Forums where I see I have not been the only one with this issue,

and I trust you have a database, in where you can see how other users with same

problem were solved and offer me the same solution. I cannot completely

reformat/reinstall my PC only when I buy your products.

6) I have seen in other software suppliers Forums if a User has problems, that the

Software Support team is asking for specific files which makes it possible to examine for

potential errors.

Please advise

Date:04/25/2012

To: sorens3@hotmail.com

CC:

BCC:

Subject: Roxio Support - Agent Response

Body:

Dear Soren,

A Roxio Agent has responded to your support case! Click the link below to view or update your support case. (Note: the case is automatically closed if no response is received within 5 days).

* Case # 1411149 - http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB

Agent Response:

Soren, could you please send us the screenshot of the message that appears on your screen also I suggest you try installing the software in a different computer and let us know what happens:

Steps to take a screenshot:

1) Press Alt+Prt Scr simultaneously which is at the top right corner of the keyboard.

2) Open mspaint.

3) Paste the picture using Ctrl+V

4) Save the picture in .jpg format.

5) Save it in Desktop.

6) Attach the file with the web ticket.

We appreciate the opportunity to assist you.

The Roxio Support Team

** Please note this is an automatic email response that cannot be replied to.

Date:04/24/2012

Thanks for your kind support

After dowloading and installing latest Direct X and restarting my computer after the update.

I tried to open Roxio 2012 by clicking on the icon, or rightclick and run as admin, and I also

tried START, application and click on Roxio 2012.

The only thing happend was a Roxio2012 logo appeared in few seconds in the middle of the

screen and then nothing else.

Please advise

Date:04/24/2012

To: sorens3@hotmail.com

CC:

BCC:

Subject: Roxio Support - Agent Response

Body:

Dear Soren,

A Roxio Agent has responded to your support case! Click the link below to view or update your support case. (Note: the case is automatically closed if no response is received within 5 days).

* Case # 1411149 - http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB

Agent Response:

Thanks for the update, I suggest you update the latest Direct X and restart your computer after the update.

Please click on the link below to install the latest Direct X:

http://www.microsoft.com/download/en/details.aspx?id=35

After installing the latest direct X, please restart your computer and reinstall the software and check with the issue.

We appreciate the opportunity to assist you.

The Roxio Support Team

** Please note this is an automatic email response that cannot be replied to.

Date:04/24/2012

Dear Roxio Support. I followed your advise:

1. Right click on the Roxio software.

2. Select "Run as administrator".

But nothing happens. the Roxio application does not start.

Please advise

Date:04/19/2012

To: sorens3@hotmail.com

CC:

BCC:

Subject: Roxio Support - Agent Response

Body:

Dear Soren,

A Roxio Agent has responded to your support case! Click the link below to view or update your support case. (Note: the case is automatically closed if no response is received within 5 days).

* Case # 1411149 - http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB

Agent Response:

I request you to follow the steps given below to launch the software and check if the issue has been resolved.

1. Right click on the Roxio software.

2. Select "Run as administrator".

Please do let us know what happens to proceed further.

Hope, the issue will be resolved.

We appreciate the opportunity to assist you.

The Roxio Support Team

** Please note this is an automatic email response that cannot be replied to.

Date:04/19/2012

Dear Support, I have now tried the 6 steps two times with the same result as from the very

beginning: When I click on either the 2012 Roxio icon on the desktop or if I click start,

applications, Roxio, the result is the same: A Roxio log appears in the center of the screen in

3-5 seconds and nothing else happens. Please advise. Thanks in advance.

Date:04/12/2012

To: sorens3@hotmail.com

CC:

BCC:

Subject: Roxio Support - Agent Response

Body:

Dear Soren,

A Roxio Agent has responded to your support case! Click the link below to view or update your support case. (Note: the case is automatically closed if no response is received within 5 days).

* Case # 1411149 - http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB

Agent Response:

Soren,I suggest you please follow the steps given below then try to open the Roxio Creator 2012 and please do let us know the status of your issue:

1. Disc Cleanup:

Go to Start/Windows Logo --> All programs --> Accessories --> System tools --> Disc Cleanup

2. De-fragment your hard drive. This will allow larger files that you have created to be more easily read by the program and allow more efficient writing of data for video and audio capture to your hard drive.

To do this:

* Go to Start -> All Programs -> Accessories -> System Tools -> Disk De-fragmenter.

In the Disk De-fragmenter window, select the drive (a.k.a. volume) you wish to de-fragment.

* Note the Free Space column. If you have less than 10% free space available you may run into issues de-fragmenting. Additionally, the drive is too full to capture any new media to it. Doing so may result in the hard drive crashing and data loss. Unless more free space can be safely made, it is recommended that you purchase an additional hard drive just for your multi-media projects.

* Click the De-fragment button.

NOTE: If frequently using your computer for recording and editing audio and video, de-fragmenting your hard drive on regular basis (about once a month) is recommended.

3. Remove temporary files:

* Click on 'Windows Logo'

* In 'Search programs and files' type "%temp%" without codes and click on the temp folder.

* Delete all the files and folders in the temp folders.

4. Install Microsoft XML Core Services 4.0 Service Pack 3:

http://www.microsoft.com/downloads/en/details.aspx?FamilyId=e35f3dd3-1bb7-4c74-aed2-49dbae77546b&displaylang=en

5. Disable the Anti-virus program.

6. Disable start-up items.

Windows 7 and Vista:

- Go to Start and type "msconfig" (without quotes) into the Start Search field and press the "Enter" key.

- Select the Startup tab.

- Click the Disable All button.

- Click the Apply button, then click the OK button.

- Click the Restart button.

If the issue still persists, we will escalate your issue to our next level of support.

We appreciate the opportunity to assist you.

The Roxio Support Team

** Please note this is an automatic email response that cannot be replied to.

Date:04/12/2012

I have completed all per your recommendation. After final reboot, I clicked the Roxio creator

2012, and as I have experienced before the logo apeared on the screen for few seconds and

nothing else happend.

Please advise

Date:04/11/2012

To: sorens3@hotmail.com

CC:

BCC:

Subject: Roxio Support - Agent Response

Body:

Dear Soren,

A Roxio Agent has responded to your support case! Click the link below to view or update your support case. (Note: the case is automatically closed if no response is received within 5 days).

* Case # 1411149 - http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB

Agent Response:

Soren, I would suggest you select remove Roxio Creator 2012 and start a new installation in the new user account.

Please do update the status of your issue for us to assist you better and resolve your issue as soon as possible.

We appreciate the opportunity to assist you.

The Roxio Support Team

** Please note this is an automatic email response that cannot be replied to.

Date:04/11/2012

I have now completed the set up of a new user account and have startet the Roxio installation

when logged in with the new user account Now the Roxio set up program ask if I want to

either Repair or Remove Roxio 2012 from my computer.

Please advise

Date:04/06/2012

To: sorens3@hotmail.com

CC:

BCC:

Subject: Roxio Support - Agent Response

Body:

Dear Soren,

A Roxio Agent has responded to your support case! Click the link below to view or update your support case. (Note: the case is automatically closed if no response is received within 5 days).

* Case # 1411149 - http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB

Agent Response:

Soren, thank you for your response. No, you need not to uninstall the software. Just go ahead and create a new user account as mentioned in the previous web-ticket.

And thank you for sending Dxdiag information. From your DxDiag file, I see that your audio and video card drivers are outdated. I suggest you to contact your system manufacturer to update your audio & video card drivers in-order to resolve this issue.

For further assistance, please update this web-ticket. Thank you for your co-operation.

We appreciate the opportunity to assist you.

The Roxio Support Team

** Please note this is an automatic email response that cannot be replied to.

Date:04/06/2012

Do I have to do the complete uninstallation again first?

If the answer is YES, I would like you to look at my attached saved file as per requested,

before I spend more time uninstalling and new user account installation.

Looking forward to your reply with exitement.

Date:04/05/2012

To: sorens3@hotmail.com

CC:

BCC:

Subject: Roxio Support - Agent Response

Body:

Dear Soren,

A Roxio Agent has responded to your support case! Click the link below to view or update your support case. (Note: the case is automatically closed if no response is received within 5 days).

* Case # 1411149 - http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB

Agent Response:

I know that as a customer's point of view that feels not fair.However I request you please try creating a new user account in your computer with administrator rights and then reinstalling the software to resolve this.

Here is the steps to create a new user account.

1. Click on the Start button.

2. Click on the Control Panel menu option.

3. Click on the Add or remove user accounts control panel option

4. To create a new account, click on the Create a new account option

5. In the New account name field enter the name of the new account that you would like to create and select the account type as Administrator.

6. Your new account will have been created

If the problem still persists please follow the steps provided in the link below and send us the 'dxdiag' information of your computer to assist you further.

Checking the current Microsoft DirectX version

http://kb.roxio.com/content/000074GN?set-locale=en

We appreciate the opportunity to assist you.

The Roxio Support Team

** Please note this is an automatic email response that cannot be replied to.

Date:04/05/2012

after spending most of the day yesterday trying to get my purchased Crator 2012 to work, I

am very close to giving up and I really need your help.

I completely followed the directions giving to me in this support case, and after completing

removing all traces of all Creator versions on my PC including uninstall, deleting the folders

and removingthe registry's and ifinally installing the Creator 2012, it was with exitement I

was looking forward to clicking the Creator 2012 icon on desktop or go via the start button,

however on both only the Roxio log flashed for few seconds in the center of the screen and

nothing else happend. Do you need som files to analyse what is going wrong or what can

be done? I have never experienced a program so complicated to install before. Please

help.

Date:04/03/2012

To: sorens3@hotmail.com

CC:

BCC:

Subject: Roxio Support - Agent Response

Body:

Dear Soren,

A Roxio Agent has responded to your support case! Click the link below to view or update your support case. (Note: the case is automatically closed if no response is received within 5 days).

* Case # 1411149 - http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB

Agent Response:

Yes, the steps provided in the article will uninstall Creator 2012 as well.Remove Creator 2010 and Creator 2012 through the Add/Remove Programs Control Panel as mentioned in the first step.Then follow the further instructions.

Once you have done that please reinstall Creator 2012 software and let us know the status.

We appreciate the opportunity to assist you.

The Roxio Support Team

** Please note this is an automatic email response that cannot be replied to.

Date:04/03/2012

Thank you. I apologize for being slow in understanding, but if I by now have both Creator 2010

installed which I shall remove with:

Complete Uninstall of Creator 2009 and 2010 (Windows Vista and 7)

http://kb.roxio.com/content/000207CR?set-locale=en'>http://kb.roxio.com/content/000207CR?set-locale=en

- and I also have an unsuccessful Creator 2012 installation, which too shal I use to uninstall

the unseccesfully installed Creator 2012?

Thanks for your patience with me.

Soren

Date:04/03/2012

To: sorens3@hotmail.com

CC:

BCC:

Subject: Roxio Support - Agent Response

Body:

Dear Soren,

A Roxio Agent has responded to your support case! Click the link below to view or update your support case. (Note: the case is automatically closed if no response is received within 5 days).

* Case # 1411149 - http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB

Agent Response:

Before installing Creator 2012 software you should remove all the previous versions of the software from your computer as it may create conflicts.So as informed earlier please do a complete uninstall of the Creator softwares installed on your computer and then try installing Creator 2012.

I hope this information is clear.

We appreciate the opportunity to assist you.

The Roxio Support Team

** Please note this is an automatic email response that cannot be replied to.

Date:04/03/2012

THX. What about the unsuccessful installation of Creator 2012? Does that needs to be

uninstalled too and how do I do that? Please provide script for this as well if needed the

same. Soren

Date:04/03/2012

To: sorens3@hotmail.com

CC:

BCC:

Subject: Roxio Support - Agent Response

Body:

Dear Soren,

A Roxio Agent has responded to your support case! Click the link below to view or update your support case. (Note: the case is automatically closed if no response is received within 5 days).

* Case # 1411149 - http://roxiosupport.rovicorp.com/roxio/caseupdate.jsp?id=roxio&case=5004000000J6ELB

Agent Response:

To resolve this issue i request you do a complete uninstall of the Roxio softwares installed on your computer.Please follow the instructions provided in the article below.

Complete Uninstall of Creator 2009 and 2010 (Windows Vista and 7)

http://kb.roxio.com/content/000207CR?set-locale=en

Now please prepare your computer like this and then reinstall the software.

Preparing your computer for installing Roxio products

http://kb.roxio.com/content/000080GN?set-locale=en

If the problem still persists please let us know.

We appreciate the opportunity to assist you.

The Roxio Support Team

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18 answers to this question

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Looks like a comedy of errors to me and it looks like installation problems have carried over from 2011. It is so frustrating when you get into long dialogues with Roxio support because they just don't seem to have a handle on the problems us ORDINARY users encounter. I had the same problem with roxio support although I have to say in creator 2011, when I also got into a long dialogue with support went on for ages and didn't even solve the problems. The solution came right from this board so the time spent with support was just a waste of time. Your solution with this problem I have no doubt will come from here. Hopefully Corel will sort this all out in time.

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THX for valid input. Attached is the Roxio Log Files zipped. I hope that you can use in your examination of the reason why Roxio 2012 won't start up on the PC. Thanks in advance.

I'm sorry for the space I used showing the Roxio Support log file. I gues I should zip that nect time first and then upload it.

Soren

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THX for valid input. Attached is the Roxio Log Files zipped. I hope that you can use in your examination of the reason why Roxio 2012 won't start up on the PC. Thanks in advance.

I'm sorry for the space I used showing the Roxio Support log file. I gues I should zip that nect time first and then upload it.

Soren

 

Zipped file not attached.

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THX for valid input. Attached is the Roxio Log Files zipped. I hope that you can use in your examination of the reason why Roxio 2012 won't start up on the PC. Thanks in advance.

I'm sorry for the space I used showing the Roxio Support log file. I gues I should zip that nect time first and then upload it.

Soren

 

 

Follow this link showing how to attach a .jpg image, attaching the zip is the same procedure.

 

http://forums.support.roxio.com/topic/74120-posting-a-picturescreen-cap-on-roxio/

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HI Dutran. Are you sure of the link to that web page? It looks like a Danish search page for just about everything. See the attachment for the screencopy of the website.

Dutran's link downloads a file, there is no link to a Danish website. If you are getting such a link then there is something wrong with your system.

 

BTW, why don't you simply "attach" the screenshot instead of fooling around with pdf files?

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Hi Du Tran / Sonic Boom. I found the SLT.zip file / Security Library Trace app in another Error problem that you contributes with a solution to named "Roxio Creator 2012 Shortcut Home Application does not work". So I downloaded, unzipped and ran SLT, and then I clicked on Start/programs/Roxio 2012 and the logo was visible few seconds in the center of the screen and then vanished, I also clicked on the desktop ikon Roxio 2012 with same result. Strange, but nothing was reported in the SLT log?

I am sorry but I am not an expert here. Some of these things may seem obvious for someone however unfortunately not for me. I hope you can help.

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