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Brendon

Can't Log In To The Roxio Community?

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Brendon,

 

That works for me (email/password). :)

Edited by malatekid
Removed unnecessary sentence.

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Thanks Digital Guru,,, Works a Treat !!! Hope you guys are OK in Christchurch. Cheers, Doug -- Australia

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Thanks Doug,

 

It seems to be quietening down a bit now, and we started repairing my shattered home this month. Things are looking up! :)

 

Regards,

Brendon

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Thanks for the login link Brendon. Though I don't need to surf the forum for help and I'm not really qualified to offer any, I've looked in from time to time just to "see how everyone's doing". It's nice to actually be able to say "Hi". So, "Hi, glad everythings improving".

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I have been trying for nearly a week to log in and always get a message telling me that my password/user name is not recognized. I used the same combinataion today and got in. Roxio Support confirmed to me some days ago that there was a problem and they were working on it. It would have been nice if they had advised their members on this group!

 

I am also unable to log in to Corel Support. I can get into the main page but when I select "Check your case status" I am again asked for my user name/ password but then it says that I am not recognized. In the meantime as I am unable to upgrade my questions with support I get a message saying that as I have not upgraded within x days my case will be considered resolved and will be deleted. So far I had 4/5 cases pending re. the problems with Toast 11.0.6. Unfortunately nothing is being resolved as I can not upgrade my original questions as the replies I received had nothing to do with my original question!!

 

During all the years I have used a Mac and it's applications, I can honestly say that purchasing Toast 11 has been my worse experience by far due to an application that does not perform as advertized and the most pathetic support I have ever found.

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I have been trying for nearly a week to log in and always get a message telling me that my password/user name is not recognized. I used the same combinataion today and got in. Roxio Support confirmed to me some days ago that there was a problem and they were working on it. It would have been nice if they had advised their members on this group!

 

I am also unable to log in to Corel Support. I can get into the main page but when I select "Check your case status" I am again asked for my user name/ password but then it says that I am not recognized. In the meantime as I am unable to upgrade my questions with support I get a message saying that as I have not upgraded within x days my case will be considered resolved and will be deleted. So far I had 4/5 cases pending re. the problems with Toast 11.0.6. Unfortunately nothing is being resolved as I can not upgrade my original questions as the replies I received had nothing to do with my original question!!

 

During all the years I have used a Mac and it's applications, I can honestly say that purchasing Toast 11 has been my worse experience by far due to an application that does not perform as advertized and the most pathetic support I have ever found.

 

Hi Elquetzal - sorry for the frustration you've experienced accessing support and the forum! I would be happy to get someone in touch with you ASAP with regards to your support cases if you would like. Just let me know :)

 

Annie

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@Annie. Thank you for your input and the kind offer to help. I explained the problem in my post (2nd) paragraph. Things have changed again, as when I try to check my case status I am directed to the Spanish Corel site from Roxio where I can go no further, as i am told that my e-mail address is not registered. When I then try to register using the same address, I am then told that it is already registered. Only one can be correct!

 

Your help would be greatly appreciated.

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This morning I received this e-mail from Corel Customer Support....

 

Thank you for contacting Corel Customer Support.

 

It is an known issue and our technical team is working on this issue login to Corel and Roxio discussion groups.

 

Unfortunately, the status of the open cases are currently not viewable to customers from Corel website. I hope this issue will be fixed as soon as possible. But you can very well update this web ticket by replying this email.

 

To create a new web ticket in Corel website, please use the link given below:

http://corel.force.com/roxioAccess?lang=en

 

The only problem I have with this statement, is that, if I reply to the Support e-mails updating the case, I never hear anything again, except 10 days later I receive a notice, that as my case has not been updated during the past 10 days it can be assumed that the problem has been resolved and the case is closed. With this system nothing gets resolved! Toast 11 users have posted many messages here on this group relating to the problems they have encountered. They too don't get any answers . It would be nice occasionally to see a post from a Roxio tecnico explaining what is being done to resolve these issues. The only advice I keep reading from the experts, is that, if you are using Toast 11.0.5 or 6, delete the application and install 11.0.4. If this is the case, why is 11.0.6 being sold to new users, and existing users are being prompted to upgrade to a problematic version.

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This morning I received this e-mail from Corel Customer Support....

 

Thank you for contacting Corel Customer Support.

 

It is an known issue and our technical team is working on this issue login to Corel and Roxio discussion groups.

 

Unfortunately, the status of the open cases are currently not viewable to customers from Corel website. I hope this issue will be fixed as soon as possible. But you can very well update this web ticket by replying this email.

 

To create a new web ticket in Corel website, please use the link given below:

http://corel.force.c...oAccess?lang=en

 

The only problem I have with this statement, is that, if I reply to the Support e-mails updating the case, I never hear anything again, except 10 days later I receive a notice, that as my case has not been updated during the past 10 days it can be assumed that the problem has been resolved and the case is closed. With this system nothing gets resolved! Toast 11 users have posted many messages here on this group relating to the problems they have encountered. They too don't get any answers . It would be nice occasionally to see a post from a Roxio tecnico explaining what is being done to resolve these issues. The only advice I keep reading from the experts, is that, if you are using Toast 11.0.5 or 6, delete the application and install 11.0.4. If this is the case, why is 11.0.6 being sold to new users, and existing users are being prompted to upgrade to a problematic version.

 

Replying to the email notices you get does not update your support ticket. You have to go back to the support site to do that. that's the way the Roxio support has worked. Replying to the emails will not reach them.

 

Things may have changed since Corel bought Roxio, but I don't think so.

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@Larry. That is my problem. I can log into the Corel Home page but when I select the option to update my case I am directed to the Corel Spain site where I am asked to log in again. On entering the same e-mail/password I am told that they are not known by Corel. If I try to then register on this site, I am told that the e-mail I have entered is already being used. You just can not win. Meanwhile my cases are not getting updated.

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@Larry. That is my problem. I can log into the Corel Home page but when I select the option to update my case I am directed to the Corel Spain site where I am asked to log in again. On entering the same e-mail/password I am told that they are not known by Corel. If I try to then register on this site, I am told that the e-mail I have entered is already being used. You just can not win. Meanwhile my cases are not getting updated.

 

Hi - just wanted to let you know I've escalated and a 2nd-level technician will be in touch with you shortly! Please keep me posted if there's any further issue and I'll do my best to make sure your case is sorted out.

 

Annie

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@Annie. Many thanks for the message. I will keep you posted of any development.

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@Annie. Just to confirm that I have received various telephone calls from Support in India. The first was relating to the log in problems. I explained my problems not being able to log in to this site for over a week and more important, I am unable to log in to the Corel site to upgrade my cases. Although this representative was extremely polite and friendly I got the impression that he did not have any idea what my problem was. Well let's see what happens.

 

He did confirm that to update your case was not possible by replying to an e-mail. As an example of my problem I will refer to one of two e-mails I received yesterday..

 

Hello Michael,

 

I'm writing to remind you that I am waiting for information or feedback about your support case {Case.CaseNumber}.

 

Would you please reply to the orginal email with the outstanding information or to let me know if your issue has been resolved? I will assume there has been resolution if I don’t hear back from you within the next 5 days, at which point I will go ahead and close your case.

 

Feel free to view the progress of or close your case at any time by logging in to your account at www.corel.com and selecting "Support Cases" in the "Support" section.

 

Sincerely,

 

Deepa - Customer Support Representative

Incident Number 01263503

Toast 11.0.6

 

As I have already said I can not reply to this e-mail to update my case because it is from "Corel No Reply". I also am unable to reply to the original, as the request for support was filled in on the Corel site. If I click on the link supplied and select "Support Cases" I am taken to the Spanish site, where I am required to log in again. When I enter my user name/password which I use with no problems to enter the Corel site, I am told that my e-mail address is not registered. If I then go to the r/h side of the page and select "Register" and enter my e-mail address etc. I am informed that the e-mail address entered is already registered. As I currently can not reply to the e-mail or log in to update my case, it is automatically deleted after 10 days, as it is assumed that it has been resolved. I explained all this to Support and truly hope they understood the problem.

 

Another Tecnico also rang me four times after that to discuss the problems I am having with Toast 11.0.6. I will comment on those conversations in the Toast 11 section. What really frustrated me, was that I am convinced that neither of the two representatives I spoke with would admit that they have ever read the reports on this forum or any other source where users are invited to leave their comments. Amazon for example. I suggested that someone should read all comments made on a daily basis so that Support is aware of current problems with their software.

 

Finally I would like to thank Annie for making it possible for me to speak with Support in India. Only time will tell if they listened to me and are serious about resolving these issues.

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I refer to my previous posts about logging in to the Corel site to update a case. Despite a long converstion with Suport in India, and a promise to rectify the situation, nothing has been done. Today I received two e-mails informing me that as I had not updated my case for the past 10 days it is assumed that the issue has been resolved and will be deleted. No, they have not been resolved as I can not do so under the present system. To add insult to injury, I notice that the link supplied to upgrade your case has now been removed. I have no idea what happens in other parts of the world, but as from now it is totally impossible for me to upgrade a case. Needless to say, I will not be asking for any kind of support in the future and will find an alternative to Toast 11. Maybe Corel are trying to trash Toast and if they continue treating their users in this manner they will have no problem in doing so.

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